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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. 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
B) Reassign the old incidents to another staff accounts called Former Employee
C) Permanently Disabled
D) Do not disable, but lock the staff account
E) Disabled from Assignment and Report Filters

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

3. Identify the seven data types that are available as custom fields.

A) Currency
B) Text Field
C) Date/Time
D) Date Field
E) Text Area
F) Float
G) Yes/No
H) Menu
I) Integer
J) Multi Select Menu

4. Your customer has team leads who are responsible for creating business rules and managing staff accounts. However, they should not be allowed to create or modify any profiles.
Which two options should be used to configure the Navigation Set for these team leads?

A) Add the Configuration items of Workspace/Workflows, Rules, and Staff Account by Group Report into the Home Tab and remove default Configuration pane.
B) Create a navigation set that only has "Rules" and all "Staff Management" items in the configuration pane.
C) Add the Configuration item of Rules, and Staff Account by Group report into Home Tab and remove the default Configuration pane.
D) Keep the default Configuration items in the Configuration pane and let the profile handle this.

5. Your customer has over a thousand answers in their knowledgebase.
The keyword search report shows that some end customers are searching, using a misspelled word returning zero results.
The client does not want to edit all the answers to fix this situation.
Choose the option that will fix your customer's issue.

A) Add the misspelled words to the alias file.
B) Add the misspelled words to the answer keyword.
C) Add the misspelled words to a custom field.
D) Add the misspelled words to the stop word list.

Solutions: