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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer has two different types of end customers that will be visiting their knowledgebase website.
The types are "public customers" and "registered customers".
They would like to present additional knowledgebase answers to the registered customers.
Choose the two statements required to set up this type of environment.

A) Set up an access level without customer visibility and assign it to all the customer answers.
B) Create special Products and Categories for the registered customer answers.
C) Set up an access level without customer visibility and assign it to the registered customer answers.
D) Create a special public answer status for the registered customer answers.
E) Ensure registered customers in to the knowledgebase website and are assigned a service level with the access level to their account.

2. Your customer would like a high, medium, or low severity level assigned to each incident. The agents will service the incidents using a queue representing each severity. Which option shows the minimum steps required to satisfy the requirements?

A) Create incident queues and severities
B) Create incident severities
C) Create incident statuses and queues
D) Create incident statuses, queues, and severities

3.
Which two statements are true about the Oracle RightNow CX Cloud Service Application button?

A) Contains shortcuts for adding records and items to the knowledge base
B) Can include shortcuts to commonly used reports
C) Provides context-sensitive help
D) Provides quick access to any of the interfaces defined for your application

4. You customer has added a new interface and requests that you set up three navigation sets and associate them with three profiles.
You log in with your original credentials and add the navigation sets.
When you edit the profile and select the dropdown for the new navigation set you don't see the navigation sets you just added.
Why can't you see the navigation set that should be displayed?

A) The profile doesn't have permission to the new interface.
B) You added the navigation set in the wrong interface.
C) The interface was not installed correctly.
D) You forgot to set the permission in the navigation set for the new interface.

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

Solutions: