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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer is using standard statuses, status types, and the standard agent "My Inbox" report.
Which two incident status types will show up in the agent's "My Inbox" report?

A) Waiting
B) Solved
C) Unresolved
D) Updated

2. Your customer has a complex workspace that has 60 + tabs, 100 + data fields and over 200 + rules that are fired based on agent actions for their different business functions.
Your customer has told you that their workspace is painfully slow and the call center agents cannot do their work.
The customer would like to keep using a single profile for all their agents to simplify administration.
You have condensed many of the rules in the workspace into named events to try and speed things up, but on the call center agents' workstations its still just too slow.
Which three options will speed up the agents' workspace?

A) Reduce the number of data fields on the workspace
B) Utilize a single workspace per business function and assign it to the profile
C) Utilize workflow to split the workspace into more than one
D) Create workspace rules to hide unused tabs when the workspace loads.
E) Reduce the number of tabs that need to be rendered

3. 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) Contacts Tab: Select the Edit check box for Sales.
B) Service Tab: select the Add/Edit check box for incidents.
C) Update the workspace for Opportunities.
D) Add a workspace for the Salesmen custom object.
E) Custom Objects Tab: select the Read check box for package Name "CO" and object Name "Salesman".
F) Custom Objects Tab: select the update check box for package Name "CO" and object name "Salesmen"
G) Sales Tab: select the Edit check box opportunities.

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

5. Your customer would like to have the default search report (Answers - Complex Expression Search Default) on their customer portal page altered with the following requirements.
-They want the New and Update tags to be displayed for only 7 days. -They want to display the Answer's score.
Identify the two options that will enable you to complete the requirements.

A) Unhide the computed score (solved) column.
B) Delete the exceptions for New and Updated.
C) Update the configuration settings of ANS_NEW_INC_DURATION and ANS_UPD_INC_DURATION.
D) Change the variables for $new and $updated.
E) Insert the score (solved count) columns.

Solutions: