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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer wants to set a disposition and add specific standard text item automatically based on a given endpoint within guided Assistant path info the response thread.
What are the two steps required to complete this request?

A) Use an Incident Business rule to fire a named event and populate the standard text to the message thread.
B) Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
C) Create a Named Event to fire each end point of the Guide.
D) Use Agent Workflow to populate the disposition and populate the standard text based on the named event in the guide.
E) Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required on the incident workplace.

2.
Which two statements are true about the Oracle RightNow CX Cloud Service Application button?

A) Can include shortcuts to commonly used reports
B) Provides context-sensitive help
C) Provides quick access to any of the interfaces defined for your application
D) Contains shortcuts for adding records and items to the knowledge base

3. What is the maximum number of special characters that can be required in a password in addition to having lower and uppercase letters, two numbers, and a maximum character length of 10.

A) 5
B) 1
C) 8
D) 3
E) 6

4. Which three expressions use proper syntax?

A) Date_diff(incidents.closed, incidents.created)
B) Sum(if(incidents.status_id < > 2, 1, 0))
C) If(incidents.assign_group_id = 100460, 'With Support', 'Not with Suport')
D) If (incidents.assgn_acct_id IS NULL, 'Not Assigned', 0)
E) Avg(incidents.c&times_opened)

5. Your customer would like you to create a workflow following these requirements:
Requirement 1: The workflow will allow the agent to switch between workspaces by clicking the "Select Workspace" button.
Requirement 2: The agent can launch the script both within the workspace as well as by leaving the workspace while still inside the workflow.
Requirement 3: The workflow must capture all phone data provided to the agent in their desktop softphone application.
-DSN -ANI -Language -Exit reason -Transfer From -Transfer Notes
Requirement 4: If a contact record exists, the workflow must load the contact found as the contact for the incident.
Requirement 5: If a contact record is not found, the contact will be created with all the data captured from softphone.
Your customer is not willing to purchase or deploy custom objects to manage any data coming from their CTI integration.
Identify which three requirements can be accomplished through the use of standard workflow/workspace functionality.

A) Requirement 5
B) Requirement 4
C) Requirement 3
D) Requirement 1
E) Requirement 2

Solutions: