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

2. Your customer has asked you to fulfill a list of requirements for their incident workspace.
The customer has explained that the following constraints will be place.
-All incidents received will via a web from that your customer manages which is automatically forwarded to the Oracle Rightnow CX Service mail server. -All incident data will be formatted exactly in the same manner in each email using the following
format: -Last Name -First Name -Product -Serial Number -Question
Requirements:
-Create a tab with "Risk Management" data consisting of custom fields and custom object data, and hide it from all standard agents. -If the serial number is greater than 500000 set the value of the custom field "Risk Management"
Yes. -Capture the "Product" field from the email and populate the product in the incidents.prod_id field. -Capture the Last and First names from the email and populate the product contact.last_name
and contacts.first_name fields. -Create tabs for each product linking to the product information page on your customer's web site. -Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.
They have asked that no customization be part of the new workspace.
Identify the three requirements that are met using standard product features within the workspace.

A) Capture the Last and First names from the email and populate the product in the contact.last_name and contacts.first_name fields.
B) Capture the "Product" field from the email and populate the product in the incidents.prod_id field.
C) If the serial number is greater than 500000 set the value of the custom field "Risk management" = Yes
D) Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.
E) Create a tab with "Risk management" data consisting of custom fields and custom object data, and hide it from all standard agents.
F) Create tabs for each product linking to the product information page on the customer's web site.

3. Your customer wants to put the information in the "answer" section of their knowledgebase article as more important than the information in the "subject" section.
What two system configuration settings can be modified to increase the value of the phrases in the "answer" versus the "subject" during a search from either customer portal of the agent desktop?

A) SRCH_ATTACH_WEIGHT
B) SRCH_SUBJECT_WEIGHT
C) SRCH_DESC_WEIGHT
D) SRCH_CAT_WEIGHT
E) SRCH_PROD_WEIGHT
F) SRCH_KEY_WEIGHT
G) SRCH_BODY_WEIGHT

4. Which are two true statements about chat surveys?

A) Sending a link to a survey can only be done by the agent during or at the end of chat.
B) When displaying a link to a chat survey, customer information cannot be linked back to the chat.
C) You can create a chat rule to pop up a transactional survey at the end of a chat.
D) You can create a chat rule to email a transactional survey to the customer at the end of a chat.

5. Which incident field is designed to be used by your customer to standardize tracking of how incidents are resolved?

A) Response Message
B) Severity
C) Source
D) SLA Instance
E) Disposition

Solutions: