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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

2. Your customer would like you to alter the content and format of the emails that are sent to their end customers when response is sent.
Which three of your customer's requirements can be fulfilled through the use of interface configuration?

A) All emails sent must contain the response of the agent and not the customer's thread.
B) Receipt messages shouldn't be sent.
C) All emails sent must be in HTML format.
D) Incident messages shouldn't be sent.
E) All emails sent must have the incident reference number at the beginning of the subject.

3. Your customer's agent is using the Co-Browse feature with an end customer who is using a Mac.
The Co-Browse is displaying an error and will not work. What action must the agent take to allow Co-Browse to work on Mac OS?

A) Have the customer clear their browser cache and try again.
B) Have the customer use the IE browser.
C) Instruct the end customer to enable Java on their Mac.
D) Nothing, Co Browse is not supported for a Mac OS.

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) Contains shortcuts for adding records and items to the knowledge base
C) Can include shortcuts to commonly used reports
D) Provides context-sensitive help

5. Your customer has team leads who are responsible for creating business rules and managing staff accounts. However, they should not be allowed to create or modify any profiles.
Which two options should be used to configure the Navigation Set for these team leads?

A) Create a navigation set that only has "Rules" and all "Staff Management" items in the configuration pane.
B) Keep the default Configuration items in the Configuration pane and let the profile handle this.
C) Add the Configuration item of Rules, and Staff Account by Group report into Home Tab and remove the default Configuration pane.
D) Add the Configuration items of Workspace/Workflows, Rules, and Staff Account by Group Report into the Home Tab and remove default Configuration pane.

Solutions: