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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

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

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

3. You have created a custom widget for a customer portal page, and the widget needs to be styled based on your customer's branding guidelines.
Identify the location where the CSS file must be placed within the file structure.

A) \euf\development\widgets\custom\{widget name}\
B) \euf\assets\themes\{theme name}\widgetCss
C) \euf\rightnow\widgets\standard\{Widget name}\
D) \euf\assets\css\{widget name}\

4. Your customer is going to have three brand-related incident queues.
They need to do an order routing of incidents created through an email channel to different queues.
Identify the correct options to configure your routing rules for initial routing.

A) Create a rule where if a subject contains the brand name, it should be routed to a brand queue.
B) Create a rule to route to each brand queue from the corresponding service mailbox in the "progress" state.
C) Create a rule where the sender's domain = a branch, route the incident to the matching brand.
D) Create a rule to route to each brand queue from the corresponding service mailbox in the "initial" state.

5. Your customer has created a new script and has deployed it to the agents in their call center within their incident workflow.
They have noticed an issue that all of their agents cannot end the script of the places that were designed to.
Identity the two reasons for this.

A) There are no return events listed in the incident workflow for the script to use.
B) There are no script beginning and ending buttons enabled for the script pages.
C) There are no exit or finished events being triggered on the script pages.
D) The agents cannot get to the pages where they can end the script.

Solutions: