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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1.
Which two statements are true about the Oracle RightNow CX Cloud Service Application button?

A) Provides quick access to any of the interfaces defined for your application
B) Contains shortcuts for adding records and items to the knowledge base
C) Provides context-sensitive help
D) Can include shortcuts to commonly used reports

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

3. Incident #120703-002539 was submitted on Tuesday, July 3, 2012 at 1:00 pm.

At what time the initial Response Due (incidents.rel_due) field be stamped using the response requirements shown?

A) Saturday, July 7, 2012 at 12:00 pm
B) Thursday, July 5, 2012 at 12:00 pm
C) Thursday, July 5, 2012 at 1:00 pm
D) Tuesday, July 3, 2012 at 9:00 pm
E) Wednesday, July 4, 2012 at 12:00 pm

4. Identify which option describes a valid use of the disposition field.

A) Describe the status of the customer question
B) Describe the classification of incidents
C) Describe the topic of knowledgebase answers
D) The customer selected the nature of the question

5. 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_UPDATE_BY_CREATE
B) EGW_ENABLED
C) EGW_SAVE_EMAIL_HEADERS
D) EGW_AUTO_CONT_CREATE
E) EGW_SECURE_UPDATE_ENABLED

Solutions: