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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer is going to have three brand-related incident queues.
They need to do an order routing of incidents created through an email channel to different queues.
Identify the correct options to configure your routing rules for initial routing.

A) Create a rule where the sender's domain = a branch, route the incident to the matching brand.
B) Create a rule where if a subject contains the brand name, it should be routed to a brand queue.
C) Create a rule to route to each brand queue from the corresponding service mailbox in the "initial" state.
D) Create a rule to route to each brand queue from the corresponding service mailbox in the "progress" state.

2. 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) 3
B) 5
C) 6
D) 1
E) 8

3. 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) Updated
B) Unresolved
C) Solved
D) Waiting

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

5. Identify which option describes a valid use of the disposition field.

A) Describe the status of the customer question
B) Describe the topic of knowledgebase answers
C) Describe the classification of incidents
D) The customer selected the nature of the question

Solutions: