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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
1. 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.
2. You have created variables for your customer address to be used throughout their system
What three pieces of functionality will allow the use of these variables?
A) Answers
B) Agent Scripting
C) Incident Rules
D) Incidents
E) Standard text
F) Workflow
3. A client would like to edit a contact record and in addition add warranty Information.
Select the implementation steps required using the Custom object design below.
A) Insert the Warranties control into a tab in the Contact workspace.
B) Insert a report control and assign a Warranties report into a tab in the Contact workspace
C) Insert the Warranties fields into the Contact workspace.
D) Use the Warranties workspace and add the Contact control.
4. Your customer wants to set a disposition and add specific standard text item automatically based on a given endpoint within guided Assistant path info the response thread.
What are the two steps required to complete this request?
A) Create a Named Event to fire each end point of the Guide.
B) Use an Incident Business rule to fire a named event and populate the standard text to the message thread.
C) Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required on the incident workplace.
D) Use Agent Workflow to populate the disposition and populate the standard text based on the named event in the guide.
E) Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
5. Select the two statements that describe reasons why you would link products to categories.
A) It allows filtering of product and category menus on incident workspaces
B) It allows filtered product and category lists when creating answers
C) It allows filtering of product and category menus on customer portal pages
D) It simplifies reporting on answers and incidents products and categories
Solutions:
| Question # 1 Answer: D,E,F | Question # 2 Answer: A,B,C | Question # 3 Answer: C | Question # 4 Answer: A,E | Question # 5 Answer: C |

