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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. 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) 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.
E) Create a Named Event to fire each end point of the Guide.

2. Your customer has asked you to create a report that will need to be sent to the executive management.
None of the receipts of this report has access to the system, and the same monthly report should be delivered to all recipients.
The management team frequently changes and your customer does not want to alter the report schedule after configuration.
After creating the report what two additional steps need to be taken?

A) Set the up staff accounts for the executive team.
B) Send a notification to the execution team that the report is available.
C) Create a schedule record for the report.
D) Create and add the distribution list to the schedule.
E) Upgrade the permissions for the report to include the executive team.
F) Create a dashboard for the report.

3. A client would like to edit a contact record and in addition add warranty Information.
Select the implementation steps required using the Custom object design below.

A) Insert a report control and assign a Warranties report into a tab in the Contact workspace
B) Use the Warranties workspace and add the Contact control.
C) Insert the Warranties control into a tab in the Contact workspace.
D) Insert the Warranties fields into the Contact workspace.

4. You are creating several new standard bead entries and want to use variables in your standard text.
What is the difference between "Variable" and "$"?

A) Variable is a fixed value and $ pulls in a dynamic value from the database.
B) Variable pulls in a dynamic value from the database and $ allows the agent to enter a value.
C) $ pulls in a dynamic value from the database and Variable allows the agent to enter a value.
D) $ allows the agent to enter a value and Variable is a fixed value.
E) Variable pulls in a dynamic value from the database and $ is a fixed variable.

5. Your customer would like to classify their incidents by the hierarchy of services they provide, and will route customer web form incidents to agents according to the type of help selected and by service in the hierarchy.
Select the two statements that would satisfy these requirements.

A) Use the category field to identify the customer's incident type of help, and an incident custom field to identify the services.
B) Use the product field to identify the services and an incident custom field to identify the customer's incident type of help.
C) Use the product field to identify the services and the disposition field to identify the customer's incident type of help.
D) Use the product field to identify the services and the category field to identify the customer's incident type of help.

Solutions: