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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. In a Customer Portal design session, the customer explains to you that they have multiple brands, and that they have multiple websites to reflect these brands.
After reviewing the sites with the customer, you notice that each of the sites contain the same layout and content, but has different colors and branding, such as logos.
Which option allows for a consistent layout and dynamic branding?

A) Use a single template across all Customer Portal pages, and implement themes dynamically.
B) Use a single theme across all Customer Portal pages, and implement templates dynamically.
C) Do not use a template, and implement themes dynamically.
D) Do not use a theme, and implement templates dynamically.

2. Your customer has created a new script and has deployed it to the agents in their call center within their incident workflow.
They have noticed an issue that all of their agents cannot end the script of the places that were designed to.
Identity the two reasons for this.

A) The agents cannot get to the pages where they can end the script.
B) There are no script beginning and ending buttons enabled for the script pages.
C) There are no exit or finished events being triggered on the script pages.
D) There are no return events listed in the incident workflow for the script to use.

3. Select the six actions that initiate the business rules engine to run its configured logic.

A) A customer asks a question on the end user portal.
B) An agent edits an opportunity.
C) A customer adds more information to their incident via the end-user pages
D) An agent edits contacts, incidents, organizations, or tasks.
E) A customer updates their contact details via the end-user pages.
F) The rules engine is updated.
G) An agent creates or edits an answer.
H) An administrator compiles the rules engine.

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

5. Identify the three options available on the deployment screen in customer portal.

A) Promote
B) Stage
C) Production
D) Develop
E) Rollback

Solutions:

Question # 1 Answer: A

Question # 2 Answer: A,D

Question # 3 Answer: A,B,C,D,E,G

Question # 4 Answer: C,D

Question # 5 Answer: A,B,E