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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer has asked that all of the knowledge base answers be updated with new address and contact details.
There are about 500 answers existing to date and your client informs that they will be moving again at the end of the year and do not have the man power to keep this up to date on an ongoing basis.
Your client has three interfaces for each of their lines business that will all have different information.
What do you tell your client to configure?

A) Create a standard text to include the new addresses and update all the answers to include it.
B) Call support and have them run a search and replace on the database.
C) Create variable and update all answers to include it.
D) Search for all answers with the address and update them.

2. Your customer has previously allowed their end customers to be able to submit incidents only via an email mailbox into Outlook.
Now that they are developing Oracle RightNow CX Cloud Services and a Customer portal, they still need to allow emails to be submitted and have an incident created.
What two items must be enabled to meet this requirement?

A) EGW_UPDATE_BY_CREATE
B) EGW_AUTO_CONT_CREATE
C) EGW_SAVE_EMAIL_HEADERS
D) EGW_ENABLED
E) EGW_SECURE_UPDATE_ENABLED

3. You are updating the "Salesman" profile in a site where a new custom object has been created called CO.Salesman.
Your customer has requested their salesman to update record in this custom object.
What two settings in the "Salesmen" profile have to be updated to allow them access?

A) Update the workspace for Opportunities.
B) Contacts Tab: Select the Edit check box for Sales.
C) Service Tab: select the Add/Edit check box for incidents.
D) Custom Objects Tab: select the update check box for package Name "CO" and object name "Salesmen"
E) Sales Tab: select the Edit check box opportunities.
F) Add a workspace for the Salesmen custom object.
G) Custom Objects Tab: select the Read check box for package Name "CO" and object Name "Salesman".

4. Identify which option describes a valid use of the disposition field.

A) The customer selected the nature of the question
B) Describe the status of the customer question
C) Describe the topic of knowledgebase answers
D) Describe the classification of incidents

5. Your customer wants to set a disposition and add specific standard text item automatically based on a given endpoint within guided Assistant path info the response thread.
What are the two steps required to complete this request?

A) Use an Incident Business rule to fire a named event and populate the standard text to the message thread.
B) Use Agent Workflow to populate the disposition and populate the standard text based on the named event in the guide.
C) Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
D) Create a Named Event to fire each end point of the Guide.
E) Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required on the incident workplace.

Solutions:

Question # 1 Answer: A

Question # 2 Answer: B,D

Question # 3 Answer: D,F

Question # 4 Answer: B,D

Question # 5 Answer: C,D