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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer would like to classify their incidents by the hierarchy of services they provide, and will route customer web form incidents to agents according to the type of help selected and by service in the hierarchy.
Select the two statements that would satisfy these requirements.

A) Use the product field to identify the services and an incident custom field to identify the customer's incident type of help.
B) Use the product field to identify the services and the disposition field to identify the customer's incident type of help.
C) Use the product field to identify the services and the category field to identify the customer's incident type of help.
D) Use the category field to identify the customer's incident type of help, and an incident custom field to identify the services.

2. Your customer ships packages directly to customers using a track able shipping method.
When an order is shipped, a tracking number is saved in an incident custom field.
In order to quickly respond to customer's questions about shipping status, your customer has requested that a hyperlink control be available on the incident workspace that will load the tracking details of the package associated with the incident when clicked.
The custom field details are below:
-Name: Tracking ID -Data Type: Text Field -Usage: Plain Text -Default Value: Null -Size of Field: 13 -Column Name: tracking_id -Custom Field ID: 87 The URL customer has provided for tracking is https://widgetshippers.com/trackyourpackage?id=
Of the available options, select the one that satisfies your customer's request.

A) https://widgetshippers.com/trackyourpackage?id=c$tracking_id
B) https://widgetshippers.com/trackyourpackage?id=incidents.c$tracking_id
C) https://widgetshippers.com/trackyourpackage?id=$icf_c&tracking_id
D) https://widgetshippers.com/trackyourpackage?:id=incidents.c$tracking_id
E) https://widgetshippers.com/trackyourpackage?id=$p_icf_87

3. When using standard reports within the Analytics module there is a limit to what can be edited in each report.
Select the two items that are editable on a standard report.

A) Permissions
B) Non Selectable Filters
C) Column Headings
D) Schedules
E) Graphs
F) Report Heading

4. Your customer has five active agents, one agent profile, three products, and three incident queues (queue1, queue2, and queue3).
Their incidents are directed to each queue based on their three products.
Each product is assigned a unique queue.
The priority of queue to be worked are queue 1, queue2, and queue3.
Identify which two items will solve this problem.

A) Create a new agent profile that has a reverse queue order and assign at least one agent to the new profile.
B) Create an escalation rule for the agent profile to "First Due".
C) Change the pull policy for the agent profile to ""First Due.
D) Change the full policy for the agent profile to manual and instruct at least one of the agents to pull queue3.

5. You have created an add-in that utilizes the SOAP API, and uploaded it to the agent desktop and the incident workspace so that agents can access your custom product registration table.
The agents are getting an error when trying to use the add-in.
Which three permissions are required for an Agent to use an add-in an incident workspace?

A) Custom Object Read
B) Custom Object Create
C) Account Authentication
D) Session Authentication
E) Object Designer

Solutions: