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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Which example requires the use of a one to many, parent child custom object application?

A) Your customer wants to keep track of all the cars the end customers drive.
B) Your customer has stated that they want to report on end customers that have similar attributes.
C) Your customer wants to keep track of the end customer's Customer identification Number
D) Your customer has stated that they want to track when end customers are contacted by sales associates.

2. Your customer wants agents to automatically receive an incident private note that explains how to handle specific responses from customers.
These incidents would be identified by specific terms in the subject line.
Select three steps needed to accomplish this.

A) Use an Incident Business Rule to append standard text to Customer Thread.
B) Add a workspace rule that checks for identified terms in the subject line.
C) Create Standard Text with instructions.
D) Add the Standard Text as Private Note to Thread in the workspace rule.
E) Use an Incident Business Rule to append standard text to the uncommitted response buffer.

3. What is the maximum number of special characters that can be required in a password in addition to having lower and uppercase letters, two numbers, and a maximum character length of 10.

A) 8
B) 6
C) 3
D) 1
E) 5

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

5. 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) Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.
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) Create a tab with "Risk management" data consisting of custom fields and custom object data, and hide it from all standard agents.
E) Create tabs for each product linking to the product information page on the customer's web site.
F) Capture the Last and First names from the email and populate the product in the contact.last_name and contacts.first_name fields.

Solutions: