PDF Version DemoOracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
1. Select the six actions that initiate the business rules engine to run its configured logic.
A) A customer adds more information to their incident via the end-user pages
B) A customer asks a question on the end user portal.
C) A customer updates their contact details via the end-user pages.
D) The rules engine is updated.
E) An agent edits an opportunity.
F) An agent edits contacts, incidents, organizations, or tasks.
G) An agent creates or edits an answer.
H) An administrator compiles the rules engine.
2. 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" using the stop word editor and add "print" to only one knowledgebase article keyword
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" to only one knowledgebase article keyword and add "print" to a search priority word and assign multiple answers.
3. How many levels can Products, Categories, and Dispositions have in each hierarchy?
A) 5
B) 6
C) 2
D) 3
E) 4
4. Identify which option describes a valid use of the disposition field.
A) Describe the topic of knowledgebase answers
B) The customer selected the nature of the question
C) Describe the status of the customer question
D) Describe the classification of incidents
5. 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) Waiting
B) Solved
C) Unresolved
D) Updated
Solutions:
| Question # 1 Answer: A,B,C,E,F,G | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: C,D | Question # 5 Answer: C,D |
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