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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer wants to implement a new business process. They have given you these requirements:
-All contacts when created will have the contacts.c$free_trial custom field set to NO (default in no
value). -All contacts will be added to organization = "Temp". -All contacts with contacts.c$free_trial = "Yes" will have an opportunity created that is assigned to
"agent 1", with a status = "Lead" and territory = EMA - United Kingdom.
Identify the three minimum rule types to be configured to meet the requirement.

A) Organization Rules
B) Survey Rules
C) Incident Rule
D) Task Rules
E) Chat Rules
F) Contact Rules
G) Opportunity Rules

2. In which two sections of the Customer Portal is the Guided Assistance widget available for end customers?

A) The answers list page only
B) They are only available when using smart assistant
C) The answers detail page
D) Ask a Question
E) The popular answers list page
F) Any page the customer wants it placed

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

4. Referring to custom fields in the system, identify the column identifier that indicates it is a custom field.

A) RN$
B) CO$
C) C$
D) CF$
E) $C

5. 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\rightnow\widgets\standard\{Widget name}\
C) \euf\assets\themes\{theme name}\widgetCss
D) \euf\assets\css\{widget name}\

Solutions: