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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. 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 only one knowledgebase article keyword
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 the alias file.

2. Your customer wants to implement a new business process. They have given you these requirements:
-All contacts when created will have the contacts.c$free_trial custom field set to NO (default in no
value). -All contacts will be added to organization = "Temp". -All contacts with contacts.c$free_trial = "Yes" will have an opportunity created that is assigned to
"agent 1", with a status = "Lead" and territory = EMA - United Kingdom.
Identify the three minimum rule types to be configured to meet the requirement.

A) Contact Rules
B) Survey Rules
C) Task Rules
D) Incident Rule
E) Chat Rules
F) Opportunity Rules
G) Organization Rules

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

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

5. Your customer would like to run incident report with up to five years of data on incidents and activity for a given agent regardless of whether an agent has left the company.
Your customer is not sure what they need to do to keep from deleting data for agents that have left the company.
Identify which option would allow your customer to administer the staff accounts to enable the reporting abilities they require.

A) Disabled from Assignment
B) Do not disable, but lock the staff account
C) Disabled from Assignment and Report Filters
D) Permanently Disabled
E) Reassign the old incidents to another staff accounts called Former Employee

Solutions: