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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for the follow up: #120728000001
A member of your support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it."
Which two actions will allow you to identify the correct message base item if you do not know which message base you need to edit?

A) Look for the message in the receipt email body.
B) Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
C) Run a message base report and search for the text string you want to change.
D) Submit an incident to customer care.

2. Which are two true statements about chat surveys?

A) You can create a chat rule to pop up a transactional survey at the end of a chat.
B) You can create a chat rule to email a transactional survey to the customer at the end of a chat.
C) When displaying a link to a chat survey, customer information cannot be linked back to the chat.
D) Sending a link to a survey can only be done by the agent during or at the end of chat.

3. Incident #120703-002539 was submitted on Tuesday, July 3, 2012 at 1:00 pm.

At what time the initial Response Due (incidents.rel_due) field be stamped using the response requirements shown?

A) Tuesday, July 3, 2012 at 9:00 pm
B) Saturday, July 7, 2012 at 12:00 pm
C) Thursday, July 5, 2012 at 1:00 pm
D) Wednesday, July 4, 2012 at 12:00 pm
E) Thursday, July 5, 2012 at 12:00 pm

4. Your customer would like you to alter the content and format of the emails that are sent to their end customers when response is sent.
Which three of your customer's requirements can be fulfilled through the use of interface configuration?

A) Incident messages shouldn't be sent.
B) All emails sent must be in HTML format.
C) Receipt messages shouldn't be sent.
D) All emails sent must contain the response of the agent and not the customer's thread.
E) All emails sent must have the incident reference number at the beginning of the subject.

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

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

Solutions: