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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for the follow up: #120728000001
A member of your support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it."
Which two actions will allow you to identify the correct message base item if you do not know which message base you need to edit?

A) Look for the message in the receipt email body.
B) Run a message base report and search for the text string you want to change.
C) Submit an incident to customer care.
D) Identify the customer portal page that includes the text you want to change and identify the message base from within the code.

2. Select the six actions that initiate the business rules engine to run its configured logic.

A) A customer asks a question on the end user portal.
B) A customer adds more information to their incident via the end-user pages
C) An agent edits an opportunity.
D) An agent edits contacts, incidents, organizations, or tasks.
E) An agent creates or edits an answer.
F) The rules engine is updated.
G) An administrator compiles the rules engine.
H) A customer updates their contact details via the end-user pages.

3. When an incident is opened, your customer would like to have different workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page.
When designing the workflow used to complete this requirement, which three elements are necessary?

A) Set Fields
B) Load
C) Entry Point
D) Workspace
E) Decision

4. Your customer would like a high, medium, or low severity level assigned to each incident. The agents will service the incidents using a queue representing each severity. Which option shows the minimum steps required to satisfy the requirements?

A) Create incident queues and severities
B) Create incident statuses, queues, and severities
C) Create incident severities
D) Create incident statuses and queues

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

A) Your customer wants to keep track of all the cars the end customers drive.
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 the end customer's Customer identification Number

Solutions: