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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer has asked you to fulfill a list of requirements for their incident workspace.
The customer has explained that the following constraints will be place.
-All incidents received will via a web from that your customer manages which is automatically forwarded to the Oracle Rightnow CX Service mail server. -All incident data will be formatted exactly in the same manner in each email using the following
format: -Last Name -First Name -Product -Serial Number -Question
Requirements:
-Create a tab with "Risk Management" data consisting of custom fields and custom object data, and hide it from all standard agents. -If the serial number is greater than 500000 set the value of the custom field "Risk Management"
Yes. -Capture the "Product" field from the email and populate the product in the incidents.prod_id field. -Capture the Last and First names from the email and populate the product contact.last_name
and contacts.first_name fields. -Create tabs for each product linking to the product information page on your customer's web site. -Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.
They have asked that no customization be part of the new workspace.
Identify the three requirements that are met using standard product features within the workspace.

A) Create tabs for each product linking to the product information page on the customer's web site.
B) Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.
C) Create a tab with "Risk management" data consisting of custom fields and custom object data, and hide it from all standard agents.
D) Capture the Last and First names from the email and populate the product in the contact.last_name and contacts.first_name fields.
E) If the serial number is greater than 500000 set the value of the custom field "Risk management" = Yes
F) Capture the "Product" field from the email and populate the product in the incidents.prod_id field.

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 return events listed in the incident workflow for the script to use.
D) There are no exit or finished events being triggered on the script pages.

3. Your customer's "Chat Survey Score" report contains valid records; however all of the average scores to be zero.
What two steps will correct this?

A) Update the Filters in the report.
B) Change the format of the Average Score.
C) Refresh the Chat Survey report.
D) Ensure the survey's questions are included In the "Chat Survey Score" report.
E) Change the Survey questions to a Matrix type.
F) Add values to the Score field in the Survey Questions.

4. Your customer was reviewing published answers in their knowledgebase.
They noticed that several of the answers had irrelevant answers listed in the "Answers other found helpful" section of the answer detail page.
What step is required to eliminate the individual irrelevant answers?

A) Block the irrelevant answers from Learned Links.
B) Remove the irrelevant answers from manually related answers.
C) Remove the related answers widget from the Customer Portal page.
D) Delete the irrelevant answers from Sibling Answers.

5. You have created an add-in that utilizes the SOAP API, and uploaded it to the agent desktop and the incident workspace so that agents can access your custom product registration table.
The agents are getting an error when trying to use the add-in.
Which three permissions are required for an Agent to use an add-in an incident workspace?

A) Custom Object Create
B) Object Designer
C) Account Authentication
D) Session Authentication
E) Custom Object Read

Solutions: