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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer is using standard statuses, status types, and the standard agent "My Inbox" report.
Which two incident status types will show up in the agent's "My Inbox" report?

A) Unresolved
B) Solved
C) Updated
D) Waiting

2. Your customer's "Chat Survey Score" report contains valid records; however all of the average scores to be zero.
What two steps will correct this?

A) Refresh the Chat Survey report.
B) Change the Survey questions to a Matrix type.
C) Update the Filters in the report.
D) Add values to the Score field in the Survey Questions.
E) Change the format of the Average Score.
F) Ensure the survey's questions are included In the "Chat Survey Score" report.

3. Your customer is a printing company and every knowledgebase article contains the word "print.
Which configuration will enable end customer searches to return a single knowledge article result when searching with "print"?

A) Add "print" to only one knowledgebase article keyword and add "print" to a search priority word and assign multiple answers.
B) Add "print" using the Stop word editor and add "print" to the alias file.
C) Add "print" using the stop word editor and add "print" to a search priority word and assign one answer.
D) Add "print" using the stop word editor and add "print" to only one knowledgebase article keyword

4. Your customer would like to classify their incidents by the hierarchy of services they provide, and will route customer web form incidents to agents according to the type of help selected and by service in the hierarchy.
Select the two statements that would satisfy these requirements.

A) Use the category field to identify the customer's incident type of help, and an incident custom field to identify the services.
B) Use the product field to identify the services and the disposition field to identify the customer's incident type of help.
C) Use the product field to identify the services and an incident custom field to identify the customer's incident type of help.
D) Use the product field to identify the services and the category field to identify the customer's incident type of help.

5. A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for the follow up: #120728000001
A member of your support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it."
Which two actions will allow you to identify the correct message base item if you do not know which message base you need to edit?

A) Run a message base report and search for the text string you want to change.
B) Look for the message in the receipt email body.
C) Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
D) Submit an incident to customer care.

Solutions: