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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for the follow up: #120728000001
A member of your support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it."
Which two actions will allow you to identify the correct message base item if you do not know which message base you need to edit?

A) Look for the message in the receipt email body.
B) Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
C) Submit an incident to customer care.
D) Run a message base report and search for the text string you want to change.

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

3. Your customer has asked that all of the knowledge base answers be updated with new address and contact details.
There are about 500 answers existing to date and your client informs that they will be moving again at the end of the year and do not have the man power to keep this up to date on an ongoing basis.
Your client has three interfaces for each of their lines business that will all have different information.
What do you tell your client to configure?

A) Search for all answers with the address and update them.
B) Create variable and update all answers to include it.
C) Call support and have them run a search and replace on the database.
D) Create a standard text to include the new addresses and update all the answers to include it.

4. Your customer has team leads who are responsible for creating business rules and managing staff accounts. However, they should not be allowed to create or modify any profiles.
Which two options should be used to configure the Navigation Set for these team leads?

A) Create a navigation set that only has "Rules" and all "Staff Management" items in the configuration pane.
B) Add the Configuration item of Rules, and Staff Account by Group report into Home Tab and remove the default Configuration pane.
C) Keep the default Configuration items in the Configuration pane and let the profile handle this.
D) Add the Configuration items of Workspace/Workflows, Rules, and Staff Account by Group Report into the Home Tab and remove default Configuration pane.

5. You are updating the "Salesman" profile in a site where a new custom object has been created called CO.Salesman.
Your customer has requested their salesman to update record in this custom object.
What two settings in the "Salesmen" profile have to be updated to allow them access?

A) Add a workspace for the Salesmen custom object.
B) Contacts Tab: Select the Edit check box for Sales.
C) Custom Objects Tab: select the Read check box for package Name "CO" and object Name "Salesman".
D) Update the workspace for Opportunities.
E) Sales Tab: select the Edit check box opportunities.
F) Service Tab: select the Add/Edit check box for incidents.
G) Custom Objects Tab: select the update check box for package Name "CO" and object name "Salesmen"

Solutions: