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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Which incident field is designed to be used by your customer to standardize tracking of how incidents are resolved?

A) SLA Instance
B) Disposition
C) Response Message
D) Severity
E) Source

2. Your customer requested that you create a new report and make it available in the agent's navigation set.
You create the report and add it to the agent's navigation set. However, the agents cannot see the new report.
Select three actions you must perform to identify the reason the report does not display for the agents.

A) Request the agents to log off and log back on.
B) Check the Customize Navigation Sets selection.
C) Verify that profile permissions in Service has a check for "Read" under Incidents.
D) Validate the Analytics permissions set for the report
E) Review the filters in the report to ensure the Assign field selection is set to Logged In.
F) Review the navigation set in the profile to ensure it matches the navigation set you updated.

3. Your customer has requested a workflow with the following requirements:
-All workflows have a return event that allows users to exit the workflow -Every return event leads to a wrap up script that is positioned just before the incident workspace -Every exit takes the agent to the incident workspace -There is a "return to script" button on the workspace to take the agent to a workspace listing all
available scripts.
Identify the requirement that could not be met.

A) The agent can exit any script in the workflow, go to the workspace, and return to the script page that they originally left from.
B) There must be a single script that all agents see to finish their conversation with the end customer.
C) The workflow must allow the agent to restart the workflow from the ending Initial workspace.
D) The workflow must take the agent to an incident workspace to finish their work.

4. Your customer has five different incidents queues:
-Help -Tier 2 -Escaped -Accounting -VIP The Help and VIP queues have the quickest response goals.
Which two configurations will ensure that an agent's profile pulls incidents assigned these queues first using a single agent profile?

A) Use the First Due Pull Policy
B) Use the Strict Priority Pull Policy
C) Create an agent profile to only work these two queues.
D) Add all five queues to the agent's profile with Helper and VIP being the first two in the list.
E) Add all five queues to the agent's profile.

5. Your customer would like to run incident report with up to five years of data on incidents and activity for a given agent regardless of whether an agent has left the company.
Your customer is not sure what they need to do to keep from deleting data for agents that have left the company.
Identify which option would allow your customer to administer the staff accounts to enable the reporting abilities they require.

A) Disabled from Assignment and Report Filters
B) Disabled from Assignment
C) Reassign the old incidents to another staff accounts called Former Employee
D) Do not disable, but lock the staff account
E) Permanently Disabled

Solutions: