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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 to route to each brand queue from the corresponding service mailbox in the "initial" state.
C) Create a rule where if a subject contains the brand name, it should be routed to a brand queue.
D) Create a rule to route to each brand queue from the corresponding service mailbox in the "progress" state.

2. Your customer ships packages directly to customers using a track able shipping method.
When an order is shipped, a tracking number is saved in an incident custom field.
In order to quickly respond to customer's questions about shipping status, your customer has requested that a hyperlink control be available on the incident workspace that will load the tracking details of the package associated with the incident when clicked.
The custom field details are below:
-Name: Tracking ID -Data Type: Text Field -Usage: Plain Text -Default Value: Null -Size of Field: 13 -Column Name: tracking_id -Custom Field ID: 87 The URL customer has provided for tracking is https://widgetshippers.com/trackyourpackage?id=
Of the available options, select the one that satisfies your customer's request.

A) https://widgetshippers.com/trackyourpackage?id=incidents.c$tracking_id
B) https://widgetshippers.com/trackyourpackage?id=c$tracking_id
C) https://widgetshippers.com/trackyourpackage?id=$icf_c&tracking_id
D) https://widgetshippers.com/trackyourpackage?id=$p_icf_87
E) https://widgetshippers.com/trackyourpackage?:id=incidents.c$tracking_id

3. Your customer wants agents to automatically receive an incident private note that explains how to handle specific responses from customers.
These incidents would be identified by specific terms in the subject line.
Select three steps needed to accomplish this.

A) Use an Incident Business Rule to append standard text to the uncommitted response buffer.
B) Add a workspace rule that checks for identified terms in the subject line.
C) Add the Standard Text as Private Note to Thread in the workspace rule.
D) Create Standard Text with instructions.
E) Use an Incident Business Rule to append standard text to Customer Thread.

4. You have created variables for your customer address to be used throughout their system
What three pieces of functionality will allow the use of these variables?

A) Answers
B) Incidents
C) Workflow
D) Incident Rules
E) Standard text
F) Agent Scripting

5. 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) 40
C) 38
D) 36
E) 32
F) 28
G) 30

Solutions: