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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer has linked products and dispositions together on their site. On the agent's incident workspace the list of dispositions is not being filtered.
Select the two actions that will assist in troubleshooting this issue.

A) The incident workspace does not have a filter workspace rule assigned.
B) The client has not refreshed the incident in the incident workspace.
C) Your customer's agents must log out and log back in.
D) The enable product disposition linking is not selected.
E) The Auto Build product disposition links is not selected.

2. In which two sections of the Customer Portal is the Guided Assistance widget available for end customers?

A) The answers list page only
B) The answers detail page
C) Any page the customer wants it placed
D) Ask a Question
E) They are only available when using smart assistant
F) The popular answers list page

3. 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.

4. Your customer has a complex workspace that has 60 + tabs, 100 + data fields and over 200 + rules that are fired based on agent actions for their different business functions.
Your customer has told you that their workspace is painfully slow and the call center agents cannot do their work.
The customer would like to keep using a single profile for all their agents to simplify administration.
You have condensed many of the rules in the workspace into named events to try and speed things up, but on the call center agents' workstations its still just too slow.
Which three options will speed up the agents' workspace?

A) Utilize workflow to split the workspace into more than one
B) Reduce the number of tabs that need to be rendered
C) Create workspace rules to hide unused tabs when the workspace loads.
D) Reduce the number of data fields on the workspace
E) Utilize a single workspace per business function and assign it to the profile

5. 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 classification of incidents
D) Describe the status of the customer question

Solutions: