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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer has requested a workflow with the following requirements:
-All workflows have a return event that allows users to exit the workflow -Every return event leads to a wrap up script that is positioned just before the incident workspace -Every exit takes the agent to the incident workspace -There is a "return to script" button on the workspace to take the agent to a workspace listing all
available scripts.
Identify the requirement that could not be met.

A) The workflow must take the agent to an incident workspace to finish their work.
B) There must be a single script that all agents see to finish their conversation with the end customer.
C) The agent can exit any script in the workflow, go to the workspace, and return to the script page that they originally left from.
D) The workflow must allow the agent to restart the workflow from the ending Initial workspace.

2. Your customer has previously allowed their end customers to be able to submit incidents only via an email mailbox into Outlook.
Now that they are developing Oracle RightNow CX Cloud Services and a Customer portal, they still need to allow emails to be submitted and have an incident created.
What two items must be enabled to meet this requirement?

A) EGW_UPDATE_BY_CREATE
B) EGW_SECURE_UPDATE_ENABLED
C) EGW_SAVE_EMAIL_HEADERS
D) EGW_ENABLED
E) EGW_AUTO_CONT_CREATE

3. When an incident is opened, your customer would like to have different workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page.
When designing the workflow used to complete this requirement, which three elements are necessary?

A) Set Fields
B) Entry Point
C) Decision
D) Load
E) Workspace

4. 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_KEY_WEIGHT
C) SRCH_CAT_WEIGHT
D) SRCH_PROD_WEIGHT
E) SRCH_DESC_WEIGHT
F) SRCH_BODY_WEIGHT
G) SRCH_SUBJECT_WEIGHT

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

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

Solutions: