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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer would like some changes to be made in the incident workspace. Which three changes can be made by using workspace functionality?

A) Right justify all field labels on the workspace
B) Focus on a specific workspace tab based on the value of a custom field.
C) Conditionally hide specific product items based on the logged in staff account's profile.
D) Change the color of the Banner Flag based on the incident's severity.
E) Copy the value in the Queue menu to a custom field.

2. Your customer has asked that all of the knowledge base answers be updated with new address and contact details.
There are about 500 answers existing to date and your client informs that they will be moving again at the end of the year and do not have the man power to keep this up to date on an ongoing basis.
Your client has three interfaces for each of their lines business that will all have different information.
What do you tell your client to configure?

A) Search for all answers with the address and update them.
B) Call support and have them run a search and replace on the database.
C) Create variable and update all answers to include it.
D) Create a standard text to include the new addresses and update all the answers to include it.

3. Your customer is using standard statuses, status types, and the standard agent "My Inbox" report.
Which two incident status types will show up in the agent's "My Inbox" report?

A) Updated
B) Waiting
C) Solved
D) Unresolved

4. Which three actions must be performed in order to configure cloud Monitor?

A) Add or update navigation sets to include the Cloud Monitor navigation button and component
B) Add or update staff accounts to use profiles that include Cloud Monitor permissions.
C) Add or update a list of favorites.
D) Set up a Cloud Monitor search schedule.
E) Add or update profiles to include permission to add themes and Clustering.
F) Add or update profiles to include-Cloud Monitor permissions.

5. Identify the three options available on the deployment screen in customer portal.

A) Rollback
B) Promote
C) Stage
D) Production
E) Develop

Solutions: