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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer's site consists of four business units using four different interfaces.
To avoid any configuration changes affecting other business units they have created four test environments for all system changes to be deployed and tested for each business unit before moving and changes into production.
Following the standard deployment method, how many deployments (excluding the copy between environments) must take place for the changes to be live in production, if they are customer portal changes for each of the four interfaces on each of the four environments?

A) 34
B) 28
C) 40
D) 32
E) 38
F) 36
G) 30

2. Your customer has asked you to configure profiles for an Oracle RightNow CX Cloud Service
Engine implementation.
Your customer's requirements:
-There will be two queues.
-All incidents will be pulled by the agents.
-Delivery is based on the due date assigned to the incident.
-No agent will be allowed to work on more than five incidents at a time.
Select two configurations needed to accomplish this.

A) Set Pull Policy to Manual
B) Set Inbox Limit to 5
C) Set Inbox Limit to 2
D) Set Pull Quantity to 2
E) Set Pull Policy to Strict priority
F) Set Pull Policy to First Due
G) Set Pull Quantity to 5

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

4. Within the password configuration settings what does the grace period control?

A) The number of days after a password expires that the user can still log in before the account is locked
B) The number of days after an account is locked when the user can request an online reset of his password
C) The number of days before a manager is noticed of a locked account
D) The number of days a notice is sent to the user before his password expires

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) Unresolved
C) Updated
D) Solved

Solutions: