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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

2. Your customer has five active agents, one agent profile, three products, and three incident queues (queue1, queue2, and queue3).
Their incidents are directed to each queue based on their three products.
Each product is assigned a unique queue.
The priority of queue to be worked are queue 1, queue2, and queue3.
Identify which two items will solve this problem.

A) Change the full policy for the agent profile to manual and instruct at least one of the agents to pull queue3.
B) Create an escalation rule for the agent profile to "First Due".
C) Change the pull policy for the agent profile to ""First Due.
D) Create a new agent profile that has a reverse queue order and assign at least one agent to the new profile.

3. Your customer has created a new script and has deployed it to the agents in their call center within their incident workflow.
They have noticed an issue that all of their agents cannot end the script of the places that were designed to.
Identity the two reasons for this.

A) There are no return events listed in the incident workflow for the script to use.
B) The agents cannot get to the pages where they can end the script.
C) There are no exit or finished events being triggered on the script pages.
D) There are no script beginning and ending buttons enabled for the script pages.

4. How many levels can Products, Categories, and Dispositions have in each hierarchy?

A) 3
B) 4
C) 2
D) 5
E) 6

5. Which are two true statements about chat surveys?

A) Sending a link to a survey can only be done by the agent during or at the end of chat.
B) You can create a chat rule to pop up a transactional survey at the end of a chat.
C) You can create a chat rule to email a transactional survey to the customer at the end of a chat.
D) When displaying a link to a chat survey, customer information cannot be linked back to the chat.

Solutions: