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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. 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) Verify that all selections of the target answer(s) contain the search terms you're looking for.
C) Create entries for the word and its syntax in the dictionary file.
D) Create alias and thesaurus entries with the correct target search terms.
E) 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.

2. 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 B
B) Option D
C) Option C
D) Option A

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

4. Your client has VIP customers (all of which have a custom contact field of VIP to 'Yes'). They want to offer these customers a higher priority service on Chat.
You intend to do this with a VIP queue.
Which three steps do you also need to perform?

A) Create a rule to set an SLA.
B) Set the Pull Policy to manual.
C) Create incident rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.
D) Add the VIP queue to the profile of the agents that are taking chats.
E) Move the VIP queue to the top of the top queue list.
F) Create chat rules so that contacts with the VIP field set to 'Yes' are quoted to the VIP queue.

5. You have created an add-in that utilizes the SOAP API, and uploaded it to the agent desktop and the incident workspace so that agents can access your custom product registration table.
The agents are getting an error when trying to use the add-in.
Which three permissions are required for an Agent to use an add-in an incident workspace?

A) Custom Object Create
B) Session Authentication
C) Object Designer
D) Account Authentication
E) Custom Object Read

Solutions: