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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Referring to custom fields in the system, identify the column identifier that indicates it is a custom field.

A) CO$
B) $C
C) C$
D) RN$
E) CF$

2. Which three actions must be performed in order to configure cloud Monitor?

A) Add or update profiles to include permission to add themes and Clustering.
B) Add or update navigation sets to include the Cloud Monitor navigation button and component
C) Set up a Cloud Monitor search schedule.
D) Add or update a list of favorites.
E) Add or update profiles to include-Cloud Monitor permissions.
F) Add or update staff accounts to use profiles that include Cloud Monitor permissions.

3. Your customer wants to set a disposition and add specific standard text item automatically based on a given endpoint within guided Assistant path info the response thread.
What are the two steps required to complete this request?

A) Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required on the incident workplace.
B) Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
C) Use Agent Workflow to populate the disposition and populate the standard text based on the named event in the guide.
D) Create a Named Event to fire each end point of the Guide.
E) Use an Incident Business rule to fire a named event and populate the standard text to the message thread.

4. Your customer has asked you to enable their system and agents to capture an order number.
The order number field is a nine-digit alphanumeric field.
They would also like their end customers to enter their own order number when asking a question on the customer portal pages.
Identify three steps to establish the field.

A) Create a custom field for Incident.
B) Set the data type for a custom field to Text Field.
C) Set the data type for a custom field to Menu.
D) Select the Interface Visibility End User - Read/Write check box.
E) Create a custom field for Answer.
F) Select the Interface Visibility Marketing & Feedback to web form check box.

5. You have created variables for your customer address to be used throughout their system
What three pieces of functionality will allow the use of these variables?

A) Incidents
B) Workflow
C) Answers
D) Agent Scripting
E) Incident Rules
F) Standard text

Solutions: