Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. When using standard reports within the Analytics module there is a limit to what can be edited in each report.
Select the two items that are editable on a standard report.

A) Report Heading
B) Schedules
C) Permissions
D) Graphs
E) Column Headings
F) Non Selectable Filters

2. Your customer has performed a search on the knowledgebase and has stated that they are getting strange results. Every time they search for the word "widget" the correct answer appears as the 10th answer on the search results and not at the top of the first page.
How can you increase the value of the word "widget" In the knowledgebase search results?

A) Set the display position to "Fix at top."
B) Assign all products and categories to the knowledgebase answer.
C) Set the display position to "Place at top."
D) Add the search term to the keyword field of the knowledgebase answer.

3. Your customer has over a thousand answers in their knowledgebase.
The keyword search report shows that some end customers are searching, using a misspelled word returning zero results.
The client does not want to edit all the answers to fix this situation.
Choose the option that will fix your customer's issue.

A) Add the misspelled words to a custom field.
B) Add the misspelled words to the stop word list.
C) Add the misspelled words to the answer keyword.
D) Add the misspelled words to the alias file.

4. Your customer has two different types of end customers that will be visiting their knowledgebase website.
The types are "public customers" and "registered customers".
They would like to present additional knowledgebase answers to the registered customers.
Choose the two statements required to set up this type of environment.

A) Create special Products and Categories for the registered customer answers.
B) Set up an access level without customer visibility and assign it to the registered customer answers.
C) Create a special public answer status for the registered customer answers.
D) Set up an access level without customer visibility and assign it to all the customer answers.
E) Ensure registered customers in to the knowledgebase website and are assigned a service level with the access level to their account.

5. 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 an Incident Business rule to fire a named event and populate the standard text to the message thread.
B) Create a Named Event to fire each end point of the Guide.
C) Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
D) 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.
E) Use Agent Workflow to populate the disposition and populate the standard text based on the named event in the guide.

Solutions: