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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

2. 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 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.
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 an Incident Business rule to fire a named event and populate the standard text to the message thread.

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

4. Your customer has asked that all incidents be "scanned" for words that may revolve around product defects and injures so that they can alert their risk management team of any possible product issues or liability. The customer accepts that 100% accuracy is not available, and accepts that they will be false positives and a margin for error.
They have provided you he following words to be "scanned":
-Mouth -Jaw -Cheek -Jowl -Chin
-Oral
-Palate
The customer requires the following:
-Match whole words only
-All valid words must be preceded with a space.
-All valid words must be spelled correctly.
-All words must be directly followed by a meta character in this list:
-, {comma}
-. {period}
-' {single quote}
-" {double quote}
-; {semi colon}
-: {colon}
-{space}
-! {exclamation point}
-? {question mark}
-& {ampersand}
You decide to use a regular expression to search for these words in all incoming emails.
^mouth [ , | . | ' | " | ; | : | | ! | ? | & ] | \ jaw [| , | . | ' | " | : | ! | &] | \ cheek [ , | ' | ; | : | | ! | ? | &] | \
jowl [ , | . | ' | ; | | !| ? | &] | \ chin$ [ , | . | ' | " | ; | | ! | ? | & ] | \ oral [ , | . | ' | " | : | | ? | & ] | \ pallate [
, | . | ' | " | : | | ! | ? | &] | \
Identify the three words that will be correctly matched to this regular expression.

A) Jaw
B) Chin
C) Oral
D) Mouth
E) Palate
F) Cheek
G) Jowl

5. Your customer has performed a search on the knowledgebase and has stated that they are getting strange results. Every time they search for the word "widget" the correct answer appears as the 10th answer on the search results and not at the top of the first page.
How can you increase the value of the word "widget" In the knowledgebase search results?

A) Set the display position to "Place at top."
B) Set the display position to "Fix at top."
C) Assign all products and categories to the knowledgebase answer.
D) Add the search term to the keyword field of the knowledgebase answer.

Solutions: