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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer would like to classify their incidents by the hierarchy of services they provide, and will route customer web form incidents to agents according to the type of help selected and by service in the hierarchy.
Select the two statements that would satisfy these requirements.

A) Use the category field to identify the customer's incident type of help, and an incident custom field to identify the services.
B) Use the product field to identify the services and the disposition field to identify the customer's incident type of help.
C) Use the product field to identify the services and an incident custom field to identify the customer's incident type of help.
D) Use the product field to identify the services and the category field to identify the customer's incident type of help.

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

3. Your customer is going to have three brand-related incident queues.
They need to do an order routing of incidents created through an email channel to different queues.
Identify the correct options to configure your routing rules for initial routing.

A) Create a rule to route to each brand queue from the corresponding service mailbox in the "initial" state.
B) Create a rule where the sender's domain = a branch, route the incident to the matching brand.
C) Create a rule to route to each brand queue from the corresponding service mailbox in the "progress" state.
D) Create a rule where if a subject contains the brand name, it should be routed to a brand queue.

4. Your customer has asked you to enable their system and agents to capture an order number.
The order number field is a nine-digit alphanumeric field.
They would also like their end customers to enter their own order number when asking a question on the customer portal pages.
Identify three steps to establish the field.

A) Create a custom field for Answer.
B) Create a custom field for Incident.
C) Set the data type for a custom field to Menu.
D) Set the data type for a custom field to Text Field.
E) Select the Interface Visibility End User - Read/Write check box.
F) Select the Interface Visibility Marketing & Feedback to web form check box.

5. Your customer is editing a contact workspace that is the parent of a object customer. They do not see the child custom object information.
Select the three areas to check to verify that the condition is correct.

A) The custom object has a relationship with the parent.
B) The custom object was deployed.
C) The profile has custom object permissions.
D) The custom object has workspace permissions.
E) The custom object has an associated workspace.

Solutions: