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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer has over a thousand answers in their knowledgebase.
The keyword search report shows that some end customers are searching, using a misspelled word returning zero results.
The client does not want to edit all the answers to fix this situation.
Choose the option that will fix your customer's issue.

A) Add the misspelled words to a custom field.
B) Add the misspelled words to the stop word list.
C) Add the misspelled words to the alias file.
D) Add the misspelled words to the answer keyword.

2. Your customer ships packages directly to customers using a track able shipping method.
When an order is shipped, a tracking number is saved in an incident custom field.
In order to quickly respond to customer's questions about shipping status, your customer has requested that a hyperlink control be available on the incident workspace that will load the tracking details of the package associated with the incident when clicked.
The custom field details are below:
-Name: Tracking ID -Data Type: Text Field -Usage: Plain Text -Default Value: Null -Size of Field: 13 -Column Name: tracking_id -Custom Field ID: 87 The URL customer has provided for tracking is https://widgetshippers.com/trackyourpackage?id=
Of the available options, select the one that satisfies your customer's request.

A) https://widgetshippers.com/trackyourpackage?id=$icf_c&tracking_id
B) https://widgetshippers.com/trackyourpackage?id=incidents.c$tracking_id
C) https://widgetshippers.com/trackyourpackage?:id=incidents.c$tracking_id
D) https://widgetshippers.com/trackyourpackage?id=$p_icf_87
E) https://widgetshippers.com/trackyourpackage?id=c$tracking_id

3. Your customer wants you to separate their contact records by development.
You determine that to enable this functionality, you need to implement a new custom field, and that the field will need to be available to agents to enter and maintain the values.
Select the four steps to accomplish this.

A) Create a navigation set that includes the "department" custom field.
B) Create a "department" custom field in the incident table.
C) Update the Context Workspace with the new "department" custom field.
D) Create a "department" custom Field in the contact table.
E) Add a name and a column name for the new custom field.
F) Set the custom field data type to Text Field.

4. Your customer would like some changes to be made in the incident workspace. Which three changes can be made by using workspace functionality?

A) Copy the value in the Queue menu to a custom field.
B) Conditionally hide specific product items based on the logged in staff account's profile.
C) Right justify all field labels on the workspace
D) Focus on a specific workspace tab based on the value of a custom field.
E) Change the color of the Banner Flag based on the incident's severity.

5. Select the two statements that describe reasons why you would link products to categories.

A) It simplifies reporting on answers and incidents products and categories
B) It allows filtering of product and category menus on customer portal pages
C) It allows filtering of product and category menus on incident workspaces
D) It allows filtered product and category lists when creating answers

Solutions: