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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer wants you to separate their contact records by development.
You determine that to enable this functionality, you need to implement a new custom field, and that the field will need to be available to agents to enter and maintain the values.
Select the four steps to accomplish this.

A) Create a navigation set that includes the "department" custom field.
B) Set the custom field data type to Text Field.
C) Create a "department" custom field in the incident table.
D) Update the Context Workspace with the new "department" custom field.
E) Create a "department" custom Field in the contact table.
F) Add a name and a column name for the new custom field.

2. Your customer ships packages directly to customers using a track able shipping method.
When an order is shipped, a tracking number is saved in an incident custom field.
In order to quickly respond to customer's questions about shipping status, your customer has requested that a hyperlink control be available on the incident workspace that will load the tracking details of the package associated with the incident when clicked.
The custom field details are below:
-Name: Tracking ID -Data Type: Text Field -Usage: Plain Text -Default Value: Null -Size of Field: 13 -Column Name: tracking_id -Custom Field ID: 87 The URL customer has provided for tracking is https://widgetshippers.com/trackyourpackage?id=
Of the available options, select the one that satisfies your customer's request.

A) https://widgetshippers.com/trackyourpackage?id=c$tracking_id
B) https://widgetshippers.com/trackyourpackage?id=incidents.c$tracking_id
C) https://widgetshippers.com/trackyourpackage?:id=incidents.c$tracking_id
D) https://widgetshippers.com/trackyourpackage?id=$p_icf_87
E) https://widgetshippers.com/trackyourpackage?id=$icf_c&tracking_id

3. Your customer requested that you create a new report and make it available in the agent's navigation set.
You create the report and add it to the agent's navigation set. However, the agents cannot see the new report.
Select three actions you must perform to identify the reason the report does not display for the agents.

A) Validate the Analytics permissions set for the report
B) Review the filters in the report to ensure the Assign field selection is set to Logged In.
C) Request the agents to log off and log back on.
D) Verify that profile permissions in Service has a check for "Read" under Incidents.
E) Check the Customize Navigation Sets selection.
F) Review the navigation set in the profile to ensure it matches the navigation set you updated.

4. During requirements gathering, your customer determines that since they will be directing customers to support pages from their website, they would like the default Home page to be removed.
Which three of the available options are required to complete this requirement?

A) Remove the "Home page" navigation option from the template file.
B) Update the config verb CP_Login_URL
C) Delete the home.php file from the customer portal site.
D) Update the config verb CP_HOME_URL.
E) Upgrade the site.css file to remove references to the Home page.

5. View the Exhibit.

Your customer has "Gold" level SLAs being applied to organization automatically with an organization rule.
After six months the business decides to reduce the turnaround time for the response.
Instead of responding in 24 hours yours agents need to respond to the end customers within the
business hours.
You modify the Gold SLA to reflect this change but you notice that the SLA reports are still using a
24 hours response time.
Which statement is correct?

A) The SLA reports will need to be modified to use the new SLA.
B) Your site has been corrupted with "Ghost" SLAs (See Exhibit).
C) You have not activated the rules so the updated SLAs are not being applied.
D) Updating the SLA will not automatically update the organization's SLA.

Solutions: