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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer would like to run incident report with up to five years of data on incidents and activity for a given agent regardless of whether an agent has left the company.
Your customer is not sure what they need to do to keep from deleting data for agents that have left the company.
Identify which option would allow your customer to administer the staff accounts to enable the reporting abilities they require.

A) Do not disable, but lock the staff account
B) Disabled from Assignment
C) Permanently Disabled
D) Reassign the old incidents to another staff accounts called Former Employee
E) Disabled from Assignment and Report Filters

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

3. What is the maximum number of special characters that can be required in a password in addition to having lower and uppercase letters, two numbers, and a maximum character length of 10.

A) 1
B) 8
C) 5
D) 6
E) 3

4. 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 if a subject contains the brand name, it should be routed to a brand queue.
B) Create a rule where the sender's domain = a branch, route the incident to the matching brand.
C) Create a rule to route to each brand queue from the corresponding service mailbox in the "initial" state.
D) Create a rule to route to each brand queue from the corresponding service mailbox in the "progress" state.

5. Which three expressions use proper syntax?

A) Sum(if(incidents.status_id < > 2, 1, 0))
B) Avg(incidents.c&times_opened)
C) If(incidents.assign_group_id = 100460, 'With Support', 'Not with Suport')
D) Date_diff(incidents.closed, incidents.created)
E) If (incidents.assgn_acct_id IS NULL, 'Not Assigned', 0)

Solutions: