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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

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

3. Your customer is a printing company and every knowledgebase article contains the word "print.
Which configuration will enable end customer searches to return a single knowledge article result when searching with "print"?

A) Add "print" using the Stop word editor and add "print" to the alias file.
B) Add "print" using the stop word editor and add "print" to a search priority word and assign one answer.
C) Add "print" to only one knowledgebase article keyword and add "print" to a search priority word and assign multiple answers.
D) Add "print" using the stop word editor and add "print" to only one knowledgebase article keyword

4. Your customer wants agents to automatically receive an incident private note that explains how to handle specific responses from customers.
These incidents would be identified by specific terms in the subject line.
Select three steps needed to accomplish this.

A) Add a workspace rule that checks for identified terms in the subject line.
B) Use an Incident Business Rule to append standard text to Customer Thread.
C) Use an Incident Business Rule to append standard text to the uncommitted response buffer.
D) Add the Standard Text as Private Note to Thread in the workspace rule.
E) Create Standard Text with instructions.

5. In a Customer Portal design session, the customer explains to you that they have multiple brands, and that they have multiple websites to reflect these brands.
After reviewing the sites with the customer, you notice that each of the sites contain the same layout and content, but has different colors and branding, such as logos.
Which option allows for a consistent layout and dynamic branding?

A) Do not use a template, and implement themes dynamically.
B) Do not use a theme, and implement templates dynamically.
C) Use a single theme across all Customer Portal pages, and implement templates dynamically.
D) Use a single template across all Customer Portal pages, and implement themes dynamically.

Solutions: