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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer has asked you to configure profiles for an Oracle RightNow CX Cloud Service
Engine implementation.
Your customer's requirements:
-There will be two queues.
-All incidents will be pulled by the agents.
-Delivery is based on the due date assigned to the incident.
-No agent will be allowed to work on more than five incidents at a time.
Select two configurations needed to accomplish this.

A) Set Inbox Limit to 5
B) Set Inbox Limit to 2
C) Set Pull Policy to Strict priority
D) Set Pull Policy to First Due
E) Set Pull Quantity to 2
F) Set Pull Quantity to 5
G) Set Pull Policy to Manual

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

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

4. Your customer would like you to alter the content and format of the emails that are sent to their end customers when response is sent.
Which three of your customer's requirements can be fulfilled through the use of interface configuration?

A) All emails sent must contain the response of the agent and not the customer's thread.
B) Receipt messages shouldn't be sent.
C) Incident messages shouldn't be sent.
D) All emails sent must have the incident reference number at the beginning of the subject.
E) All emails sent must be in HTML format.

5. Your customer has asked you to create a report that will need to be sent to the executive management.
None of the receipts of this report has access to the system, and the same monthly report should be delivered to all recipients.
The management team frequently changes and your customer does not want to alter the report schedule after configuration.
After creating the report what two additional steps need to be taken?

A) Send a notification to the execution team that the report is available.
B) Create a dashboard for the report.
C) Create and add the distribution list to the schedule.
D) Create a schedule record for the report.
E) Upgrade the permissions for the report to include the executive team.
F) Set the up staff accounts for the executive team.

Solutions: