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

2. When an incident is opened, your customer would like to have different workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page.
When designing the workflow used to complete this requirement, which three elements are necessary?

A) Decision
B) Workspace
C) Set Fields
D) Load
E) Entry Point

3. You customer has added a new interface and requests that you set up three navigation sets and associate them with three profiles.
You log in with your original credentials and add the navigation sets.
When you edit the profile and select the dropdown for the new navigation set you don't see the navigation sets you just added.
Why can't you see the navigation set that should be displayed?

A) The interface was not installed correctly.
B) The profile doesn't have permission to the new interface.
C) You added the navigation set in the wrong interface.
D) You forgot to set the permission in the navigation set for the new interface.

4. 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 statuses, queues, and severities
B) Create incident statuses and queues
C) Create incident severities
D) Create incident queues and severities

5. Your customer has a single Service level Agreement and applies the service Level Agreement called Reseller when a contact is a reseller of their services.
These end customers often have their own ticketing system, and in order to capture the reseller's ticket number, the customer has requested that their Ask page be upgraded to include an External Ticket Number custom field only when the logged in contact has a Service level Agreement that only a reseller would have.
Which two widgets or tags are used to complete your customer's request?

A) Use the "Conditional" tag with an "sla" attribute.
B) Use the "Field" tag with the "name" attribute.
C) Use the "FormInputCustom" widget.
D) Use the "FormSubmit" widget.
E) Use the "FormInput" widget.

Solutions: