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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer has previously allowed their end customers to be able to submit incidents only via an email mailbox into Outlook.
Now that they are developing Oracle RightNow CX Cloud Services and a Customer portal, they still need to allow emails to be submitted and have an incident created.
What two items must be enabled to meet this requirement?

A) EGW_SECURE_UPDATE_ENABLED
B) EGW_ENABLED
C) EGW_SAVE_EMAIL_HEADERS
D) EGW_AUTO_CONT_CREATE
E) EGW_UPDATE_BY_CREATE

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

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

4. Your customer has created a new script and has deployed it to the agents in their call center within their incident workflow.
They have noticed an issue that all of their agents cannot end the script of the places that were designed to.
Identity the two reasons for this.

A) There are no exit or finished events being triggered on the script pages.
B) There are no script beginning and ending buttons enabled for the script pages.
C) The agents cannot get to the pages where they can end the script.
D) There are no return events listed in the incident workflow for the script to use.

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

Solutions: