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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
1. Which incident field is designed to be used by your customer to standardize tracking of how incidents are resolved?
A) SLA Instance
B) Disposition
C) Source
D) Severity
E) Response Message
2. Identify the seven data types that are available as custom fields.
A) Float
B) Multi Select Menu
C) Text Area
D) Menu
E) Currency
F) Text Field
G) Integer
H) Date/Time
I) Date Field
J) Yes/No
3. How many levels can Products, Categories, and Dispositions have in each hierarchy?
A) 6
B) 5
C) 2
D) 4
E) 3
4. 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 Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
B) Use an Incident Business rule to fire a named event and populate the standard text to the message thread.
C) Use Agent Workflow to populate the disposition and populate the standard text based on the named event in the guide.
D) Create a Named Event to fire each end point of the Guide.
E) 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.
5. Referring to custom fields in the system, identify the column identifier that indicates it is a custom field.
A) RN$
B) CO$
C) CF$
D) C$
E) $C
Solutions:
| Question # 1 Answer: E | Question # 2 Answer: B,C,D,F,G,H,I,J | Question # 3 Answer: A | Question # 4 Answer: A,D | Question # 5 Answer: D |
