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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. You are creating several new standard bead entries and want to use variables in your standard text.
What is the difference between "Variable" and "$"?

A) Variable pulls in a dynamic value from the database and $ allows the agent to enter a value.
B) Variable is a fixed value and $ pulls in a dynamic value from the database.
C) Variable pulls in a dynamic value from the database and $ is a fixed variable.
D) $ allows the agent to enter a value and Variable is a fixed value.
E) $ pulls in a dynamic value from the database and Variable allows the agent to enter a value.

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

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

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

5. Your customer has asked you to create a report that will need to be sent to the executive management.
None of the receipts of this report has access to the system, and the same monthly report should be delivered to all recipients.
The management team frequently changes and your customer does not want to alter the report schedule after configuration.
After creating the report what two additional steps need to be taken?

A) Create a schedule record for the report.
B) Create a dashboard for the report.
C) Upgrade the permissions for the report to include the executive team.
D) Send a notification to the execution team that the report is available.
E) Set the up staff accounts for the executive team.
F) Create and add the distribution list to the schedule.

Solutions: