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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

2. Your customer has performed a search on the knowledgebase and has stated that they are getting strange results. Every time they search for the word "widget" the correct answer appears as the 10th answer on the search results and not at the top of the first page.
How can you increase the value of the word "widget" In the knowledgebase search results?

A) Set the display position to "Fix at top."
B) Assign all products and categories to the knowledgebase answer.
C) Add the search term to the keyword field of the knowledgebase answer.
D) Set the display position to "Place at top."

3. Your customer wants you to separate their contact records by development.
You determine that to enable this functionality, you need to implement a new custom field, and that the field will need to be available to agents to enter and maintain the values.
Select the four steps to accomplish this.

A) Create a "department" custom field in the incident table.
B) Update the Context Workspace with the new "department" custom field.
C) Set the custom field data type to Text Field.
D) Add a name and a column name for the new custom field.
E) Create a "department" custom Field in the contact table.
F) Create a navigation set that includes the "department" custom field.

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

5. Your customer's site consists of four business units using four different interfaces.
To avoid any configuration changes affecting other business units they have created four test environments for all system changes to be deployed and tested for each business unit before moving and changes into production.
Following the standard deployment method, how many deployments (excluding the copy between environments) must take place for the changes to be live in production, if they are customer portal changes for each of the four interfaces on each of the four environments?

A) 40
B) 34
C) 30
D) 36
E) 32
F) 28
G) 38

Solutions: