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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer wants to put the information in the "answer" section of their knowledgebase article as more important than the information in the "subject" section.
What two system configuration settings can be modified to increase the value of the phrases in the "answer" versus the "subject" during a search from either customer portal of the agent desktop?

A) SRCH_DESC_WEIGHT
B) SRCH_BODY_WEIGHT
C) SRCH_ATTACH_WEIGHT
D) SRCH_KEY_WEIGHT
E) SRCH_CAT_WEIGHT
F) SRCH_PROD_WEIGHT
G) SRCH_SUBJECT_WEIGHT

2. Your customer has five different incidents queues:
-Help -Tier 2 -Escaped -Accounting -VIP The Help and VIP queues have the quickest response goals.
Which two configurations will ensure that an agent's profile pulls incidents assigned these queues first using a single agent profile?

A) Add all five queues to the agent's profile with Helper and VIP being the first two in the list.
B) Add all five queues to the agent's profile.
C) Use the Strict Priority Pull Policy
D) Use the First Due Pull Policy
E) Create an agent profile to only work these two queues.

3. Your customer has asked you to create a report that will need to be sent to the executive management.
None of the receipts of this report has access to the system, and the same monthly report should be delivered to all recipients.
The management team frequently changes and your customer does not want to alter the report schedule after configuration.
After creating the report what two additional steps need to be taken?

A) Send a notification to the execution team that the report is available.
B) Upgrade the permissions for the report to include the executive team.
C) Create a dashboard for the report.
D) Set the up staff accounts for the executive team.
E) Create and add the distribution list to the schedule.
F) Create a schedule record for the report.

4. Your customer would like some changes to be made in the incident workspace. Which three changes can be made by using workspace functionality?

A) Right justify all field labels on the workspace
B) Conditionally hide specific product items based on the logged in staff account's profile.
C) Change the color of the Banner Flag based on the incident's severity.
D) Focus on a specific workspace tab based on the value of a custom field.
E) Copy the value in the Queue menu to a custom field.

5. 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 alias file.
C) Add the misspelled words to the answer keyword.
D) Add the misspelled words to the stop word list.

Solutions: