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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer has asked you to configure profiles for an Oracle RightNow CX Cloud Service
Engine implementation.
Your customer's requirements:
-There will be two queues.
-All incidents will be pulled by the agents.
-Delivery is based on the due date assigned to the incident.
-No agent will be allowed to work on more than five incidents at a time.
Select two configurations needed to accomplish this.

A) Set Pull Policy to Manual
B) Set Pull Quantity to 2
C) Set Pull Policy to First Due
D) Set Pull Quantity to 5
E) Set Pull Policy to Strict priority
F) Set Inbox Limit to 5
G) Set Inbox Limit to 2

2. Which example requires the use of a one to many, parent child custom object application?

A) Your customer wants to keep track of the end customer's Customer identification Number
B) Your customer has stated that they want to report on end customers that have similar attributes.
C) Your customer has stated that they want to track when end customers are contacted by sales associates.
D) Your customer wants to keep track of all the cars the end customers drive.

3. Identify the four guidelines that are relevant with regard to web accessibility.

A) Avoid background sound.
B) Ensure all alternate text is unused.
C) Ensure color alone is not used to convey content.
D) Ensure no underlined content exists.
E) Provide multiple methods for finding content.
F) Support increased text sizes.

4. Your customer has two different types of end customers that will be visiting their knowledgebase website.
The types are "public customers" and "registered customers".
They would like to present additional knowledgebase answers to the registered customers.
Choose the two statements required to set up this type of environment.

A) Set up an access level without customer visibility and assign it to all the customer answers.
B) Ensure registered customers in to the knowledgebase website and are assigned a service level with the access level to their account.
C) Create a special public answer status for the registered customer answers.
D) Set up an access level without customer visibility and assign it to the registered customer answers.
E) Create special Products and Categories for the registered customer answers.

5. Your customer has a single Service level Agreement and applies the service Level Agreement called Reseller when a contact is a reseller of their services.
These end customers often have their own ticketing system, and in order to capture the reseller's ticket number, the customer has requested that their Ask page be upgraded to include an External Ticket Number custom field only when the logged in contact has a Service level Agreement that only a reseller would have.
Which two widgets or tags are used to complete your customer's request?

A) Use the "Field" tag with the "name" attribute.
B) Use the "FormInputCustom" widget.
C) Use the "FormSubmit" widget.
D) Use the "FormInput" widget.
E) Use the "Conditional" tag with an "sla" attribute.

Solutions: