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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

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

2. Your customer has requested a workflow with the following requirements:
-All workflows have a return event that allows users to exit the workflow -Every return event leads to a wrap up script that is positioned just before the incident workspace -Every exit takes the agent to the incident workspace -There is a "return to script" button on the workspace to take the agent to a workspace listing all
available scripts.
Identify the requirement that could not be met.

A) The workflow must allow the agent to restart the workflow from the ending Initial workspace.
B) The agent can exit any script in the workflow, go to the workspace, and return to the script page that they originally left from.
C) There must be a single script that all agents see to finish their conversation with the end customer.
D) The workflow must take the agent to an incident workspace to finish their work.

3. Your customer requested that you create a new report and make it available in the agent's navigation set.
You create the report and add it to the agent's navigation set. However, the agents cannot see the new report.
Select three actions you must perform to identify the reason the report does not display for the agents.

A) Verify that profile permissions in Service has a check for "Read" under Incidents.
B) Review the navigation set in the profile to ensure it matches the navigation set you updated.
C) Check the Customize Navigation Sets selection.
D) Request the agents to log off and log back on.
E) Review the filters in the report to ensure the Assign field selection is set to Logged In.
F) Validate the Analytics permissions set for the report

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

5. Your customer ships packages directly to customers using a track able shipping method.
When an order is shipped, a tracking number is saved in an incident custom field.
In order to quickly respond to customer's questions about shipping status, your customer has requested that a hyperlink control be available on the incident workspace that will load the tracking details of the package associated with the incident when clicked.
The custom field details are below:
-Name: Tracking ID -Data Type: Text Field -Usage: Plain Text -Default Value: Null -Size of Field: 13 -Column Name: tracking_id -Custom Field ID: 87 The URL customer has provided for tracking is https://widgetshippers.com/trackyourpackage?id=
Of the available options, select the one that satisfies your customer's request.

A) https://widgetshippers.com/trackyourpackage?id=c$tracking_id
B) https://widgetshippers.com/trackyourpackage?id=$p_icf_87
C) https://widgetshippers.com/trackyourpackage?id=incidents.c$tracking_id
D) https://widgetshippers.com/trackyourpackage?id=$icf_c&tracking_id
E) https://widgetshippers.com/trackyourpackage?:id=incidents.c$tracking_id

Solutions: