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

2. Your customer would like a high, medium, or low severity level assigned to each incident. The agents will service the incidents using a queue representing each severity. Which option shows the minimum steps required to satisfy the requirements?

A) Create incident queues and severities
B) Create incident statuses and queues
C) Create incident severities
D) Create incident statuses, queues, and severities

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

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

5. Your customer has linked products and dispositions together on their site. On the agent's incident workspace the list of dispositions is not being filtered.
Select the two actions that will assist in troubleshooting this issue.

A) The enable product disposition linking is not selected.
B) The incident workspace does not have a filter workspace rule assigned.
C) The client has not refreshed the incident in the incident workspace.
D) Your customer's agents must log out and log back in.
E) The Auto Build product disposition links is not selected.

Solutions: