1) what are all the non-customisable menus?

- answer status
- incident status
- incident response
- product
- answer
- disposition
2) how many default incident status are there?
- 2
- 3
- 4
- 5
3) can survey report be sent as an attachment? T/F
4) maximum number of special characters can be there in a password(which has a l
ower case,upper case,2 number)..
- 4
- 5
- 6
- 7
5) message sent response is available in which screen after....
- reports
- audience
- summary
6) different types of surveys...(broadcast, transactional, website link, polling
)
7) opportunity can be created using Rightnow chat? T/F answer - true
8) Customer portal has all popular answers? T/F
9) agent can access customer desktop during chat? T/F
10) agent can give incident as an answer? T/F
11) agent can close a chat from his side? T/F
12) some of the employess have left organisatio. you want to still see the incie
nts assigned to them but their licenses are revoked. what should be done?
- disable assignment
- disable assignment and report filter
- two more options
13) when you change product of an answer, the product of siblin answer changes?
T/F
14) workflows come under which navigation set?
15) answer to an incident can be given as (choose 2)
- a text
- a link
- html page
- attachment
16) customer wants to send report to executive team who do not have access to ri

ghtnow analytics.
(answer would be two addition steps which will be given in the answer choice)
17) admin creates new object but if it is not visible to agent. what can be the
reasons..
18) admin creates ne workspace. what all steps need to be done for agent to see
it.
19) a customer updates an incident before agent starts working on it. what is th
e incident status?
- updated
- waiting
- responded
19) whena user logins for the first time, it asks for password. which feature ca
n be associated with this?
- enforce password..
- more options in this topic
20) an agent sees negative response to his you tube video from customers. can he
directly respond to them?
21) products, categories and dispositions can be broken down into how many sub l
evels?
22)
what all field can be customised in a workspace?
- field
- tab
23) ______________ is a sequence of workspace, scripts, decisions and actions. (
answer - desktop workflow)
24) advantages of workflow
25) question on force password change
26) two ways to assign SLA to a service request
27) agents can propose incidents as answers only if they have propose permission
in their profile (T/F)
28) what are the different sections in which we can configure a broadcast survey
?
30 can chat be terminated from agent end? (T/F) answer - true
31) conference mode which enable agent to have a private dialog with a superviso
r or another agent while simultaneously chatting with a customer. answer - whisp
er.
32) a customer wants to search in portal the services provided by you. it is don
e by:
- search basis product
- search basis category
- two more options
33) you can take control of customer's web browser to show customer how to compl

ete an action (T/F) answer - true

34) customer portal is the place where the customers can find the answers to the
ir queries. (T/F) answer - true
35) an object can have a rule base. each rule base is independent of each other.
(T/F)
36) which of the following are not the elements of rule base
- field
- operator
- options(answer)
- values
37) once a cloud monitor is designated as favorite, it cannot be deleted. (T/F)
38) what are the external suppression list functionaltiy in outreach?
39) business rules - read about full copy
Q: youtube video
40) Type of chats- Click to chat and proactive chat
41) click to chat - customer driven ? proactive chat - agent driven ?
42)Offers multi channel customer service and cuxtomer engagement tool?
43)where to check answers by product service ?
- disposition
- product
-cateory
44)Dialog of chat is inserted as a chat transcript ? T oe F?
45)Components of Report Definition ?
-Tables
-columns
-Fields
-Join
-Group
46)Q on chat assisting tools?
47) How can agent provide answer to an incident ?
- Smart Assistant
-Standard Text
-Knowledge base search
-2, 3more options
48) Can an administrator limit the visibility of a part of an answer? T or F?
49 )Classify incident based on urgency ?
- severity
-SLA
-2 more options
50)Q on password security options ?

51) Q if an agent is on holiday for a month , and u dont want to assign incident
s on his name .What will u do?
- Disable
-Disable from assignment
-Disable from assignment/Report Flters
52)Definition of grace period?
53) Where can u see actual question posted by a customer on cutomer portal in th
e incident screen in RightNow?
-message tab
-details tab
some more options
54) What all are there in DEtails tab of incident?
-source
-severity
-SLA instance
55) How will u group answers based on service ?
- grup by product
- group by category
- group by disposition
56) Question on diff docs present in content library..
57)Max Number of segemnts/contact list which can be added in audiendce?