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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Identify the four guidelines that are relevant with regard to web accessibility.

A) Support increased text sizes.
B) Provide multiple methods for finding content.
C) Avoid background sound.
D) Ensure all alternate text is unused.
E) Ensure no underlined content exists.
F) Ensure color alone is not used to convey content.

2. Your customer has five active agents, one agent profile, three products, and three incident queues (queue1, queue2, and queue3).
Their incidents are directed to each queue based on their three products.
Each product is assigned a unique queue.
The priority of queue to be worked are queue 1, queue2, and queue3.
Identify which two items will solve this problem.

A) Create an escalation rule for the agent profile to "First Due".
B) Create a new agent profile that has a reverse queue order and assign at least one agent to the new profile.
C) Change the pull policy for the agent profile to ""First Due.
D) Change the full policy for the agent profile to manual and instruct at least one of the agents to pull queue3.

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

4. Your customer requested that you create a new report and make it available in the agent's navigation set.
You create the report and add it to the agent's navigation set. However, the agents cannot see the new report.
Select three actions you must perform to identify the reason the report does not display for the agents.

A) Validate the Analytics permissions set for the report
B) Review the filters in the report to ensure the Assign field selection is set to Logged In.
C) Verify that profile permissions in Service has a check for "Read" under Incidents.
D) Request the agents to log off and log back on.
E) Review the navigation set in the profile to ensure it matches the navigation set you updated.
F) Check the Customize Navigation Sets selection.

5.
Which two statements are true about the Oracle RightNow CX Cloud Service Application button?

A) Provides context-sensitive help
B) Provides quick access to any of the interfaces defined for your application
C) Can include shortcuts to commonly used reports
D) Contains shortcuts for adding records and items to the knowledge base

Solutions: