Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
1. 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) Add a workspace for the Salesmen custom object.
B) Service Tab: select the Add/Edit check box for incidents.
C) Custom Objects Tab: select the Read check box for package Name "CO" and object Name "Salesman".
D) Contacts Tab: Select the Edit check box for Sales.
E) Custom Objects Tab: select the update check box for package Name "CO" and object name "Salesmen"
F) Sales Tab: select the Edit check box opportunities.
G) Update the workspace for Opportunities.
2. Your customer is a printing company and every knowledgebase article contains the word "print.
Which configuration will enable end customer searches to return a single knowledge article result when searching with "print"?
A) Add "print" using the stop word editor and add "print" to a search priority word and assign one answer.
B) Add "print" to only one knowledgebase article keyword and add "print" to a search priority word and assign multiple answers.
C) Add "print" using the Stop word editor and add "print" to the alias file.
D) Add "print" using the stop word editor and add "print" to only one knowledgebase article keyword
3. Your customer runs a 24/7 call center and has a policy starting that incidents that agent's solved by the end of an agent's shift should be moved out of that agent's inbox to be worked by another active agent.
Which two actions will accomplish this?
A) The agent reassigns each incident to another agent before they log off.
B) The agent does a multi-edit update for all incidents in their inbox and changes the assigned field to full.
C) Create a workspace rule that sets the Assigned field to null when an agent logs out.
D) Add a business rule that when an agent logs out, the Assigned field should be set to null for any unresolved incidents for that agent.
4. 
Which two statements are true about the Oracle RightNow CX Cloud Service Application button?
A) Provides quick access to any of the interfaces defined for your application
B) Can include shortcuts to commonly used reports
C) Contains shortcuts for adding records and items to the knowledge base
D) Provides context-sensitive help
5. Identify the seven data types that are available as custom fields.
A) Menu
B) Text Area
C) Multi Select Menu
D) Float
E) Integer
F) Date/Time
G) Text Field
H) Currency
I) Date Field
J) Yes/No
Solutions:
| Question # 1 Answer: A,E | Question # 2 Answer: A | Question # 3 Answer: A,D | Question # 4 Answer: A,B | Question # 5 Answer: A,B,C,E,F,G,I,J |
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