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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. 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

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

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

4. Your customer runs a 24/7 call center and has a policy starting that incidents that agent's solved by the end of an agent's shift should be moved out of that agent's inbox to be worked by another active agent.
Which two actions will accomplish this?

A) Add a business rule that when an agent logs out, the Assigned field should be set to null for any unresolved incidents for that agent.
B) The agent reassigns each incident to another agent before they log off.
C) The agent does a multi-edit update for all incidents in their inbox and changes the assigned field to full.
D) Create a workspace rule that sets the Assigned field to null when an agent logs out.

5. 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) Oral
C) Chin
D) Cheek
E) Jowl
F) Mouth
G) Palate

Solutions: