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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer has requested a workflow with the following requirements:
-All workflows have a return event that allows users to exit the workflow -Every return event leads to a wrap up script that is positioned just before the incident workspace -Every exit takes the agent to the incident workspace -There is a "return to script" button on the workspace to take the agent to a workspace listing all
available scripts.
Identify the requirement that could not be met.

A) There must be a single script that all agents see to finish their conversation with the end customer.
B) The workflow must take the agent to an incident workspace to finish their work.
C) The workflow must allow the agent to restart the workflow from the ending Initial workspace.
D) The agent can exit any script in the workflow, go to the workspace, and return to the script page that they originally left from.

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

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

4. After an implementation of a Chinese Knowledge base, your customer notices there are some search terms that are not found when searching through the knowledgebase under any use case.
You have verified that there are answers for the search terms being searched, but you also verify that answers are not being returned correctly.
Identify the configuration change you would make to mitigate this problem.

A) Update the answer keywords
B) Create entries for the word and its syntax in the dictionary file.
C) Create hidden div tags inside the answer's question section to promote the matching of a given target search term that isn't being matched.
D) Verify that all selections of the target answer(s) contain the search terms you're looking for.
E) Create alias and thesaurus entries with the correct target search terms.

5. Your customer would like you to alter the create account page.

They would like you to change the following Items:
-Custom fields: (display only these two fields) -Contacts.free_trial (Not Required) -Contacts.contact_okay (Not required)
-Standard fields: -Contact.email_alt1(Required) -Contacts.email_alt2(Not required) -Contacts.ph_mobile(Not required) -Contacts.ph_home(Required) -Name (Not required)
Identify the option that correctly reflects the changes requested by the customer.

A) Option C
B) Option A
C) Option B
D) Option D

Solutions: