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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
1. Your customer has asked that all incidents be "scanned" for words that may revolve around product defects and injures so that they can alert their risk management team of any possible product issues or liability. The customer accepts that 100% accuracy is not available, and accepts that they will be false positives and a margin for error.
They have provided you he following words to be "scanned":
-Mouth -Jaw -Cheek -Jowl -Chin
-Oral
-Palate
The customer requires the following:
-Match whole words only
-All valid words must be preceded with a space.
-All valid words must be spelled correctly.
-All words must be directly followed by a meta character in this list:
-, {comma}
-. {period}
-' {single quote}
-" {double quote}
-; {semi colon}
-: {colon}
-{space}
-! {exclamation point}
-? {question mark}
-& {ampersand}
You decide to use a regular expression to search for these words in all incoming emails.
^mouth [ , | . | ' | " | ; | : | | ! | ? | & ] | \ jaw [| , | . | ' | " | : | ! | &] | \ cheek [ , | ' | ; | : | | ! | ? | &] | \
jowl [ , | . | ' | ; | | !| ? | &] | \ chin$ [ , | . | ' | " | ; | | ! | ? | & ] | \ oral [ , | . | ' | " | : | | ? | & ] | \ pallate [
, | . | ' | " | : | | ! | ? | &] | \
Identify the three words that will be correctly matched to this regular expression.
A) Jowl
B) Mouth
C) Oral
D) Cheek
E) Chin
F) Jaw
G) Palate
2. Your customer wants to measure agent performance based on feedback from their end customers.
If you end customer provides negative feedback, their incident needs to be reopened automatically. Identify three tasks to fulfill these requirements.
A) Create a broadcast survey.
B) Set an incident business rule to send the survey when an incident is closed.
C) Assign score to the survey questions and set the status field based on the values of the responses.
D) Create a transactional survey.
E) Schedule a survey to run on a daily basis.
F) Create a report of survey responses.
G) Create a new queue for unhappy customers.
3. Your client has VIP customers (all of which have a custom contact field of VIP to 'Yes'). They want to offer these customers a higher priority service on Chat.
You intend to do this with a VIP queue.
Which three steps do you also need to perform?
A) Create chat rules so that contacts with the VIP field set to 'Yes' are quoted to the VIP queue.
B) Add the VIP queue to the profile of the agents that are taking chats.
C) Create a rule to set an SLA.
D) Move the VIP queue to the top of the top queue list.
E) Set the Pull Policy to manual.
F) Create incident rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.
4. 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) Run a message base report and search for the text string you want to change.
C) Submit an incident to customer care.
D) Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
5. Your customer would like you to alter the create account page.
They would like you to change the following Items:
-Custom fields: (display only these two fields) -Contacts.free_trial (Not Required) -Contacts.contact_okay (Not required)
-Standard fields: -Contact.email_alt1(Required) -Contacts.email_alt2(Not required) -Contacts.ph_mobile(Not required) -Contacts.ph_home(Required) -Name (Not required)
Identify the option that correctly reflects the changes requested by the customer.
A) Option D
B) Option C
C) Option A
D) Option B
Solutions:
Question # 1 Answer: A,D,F | Question # 2 Answer: B,C,D | Question # 3 Answer: A,B,D | Question # 4 Answer: B,D | Question # 5 Answer: B |