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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer supports three different brands and needs to be able to send and receive emails using differently branded email.
The end customers may not know that the three brands are supported by the same company or that the Oracle RightNow CX Cloud Service is being used.
Identify the three configurations that must be made to enable this requirement.

A) Create three service mailboxes on the console, and use SMTP forwarding from your customer's mail server.
B) Use your customer's branded email address as the Reply To address.
C) Use the Friendly From/Branded Address.
D) Use the custhelp.com email address as the Reply To Address.
E) Use SMTP Forwarding from your customer's mail server to the default service mailbox.

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 agent can exit any script in the workflow, go to the workspace, and return to the script page that they originally left from.
C) The workflow must take the agent to an incident workspace to finish their work.
D) The workflow must allow the agent to restart the workflow from the ending Initial workspace.

3. Your customer would like some changes to be made in the incident workspace. Which three changes can be made by using workspace functionality?

A) Change the color of the Banner Flag based on the incident's severity.
B) Right justify all field labels on the workspace
C) Conditionally hide specific product items based on the logged in staff account's profile.
D) Focus on a specific workspace tab based on the value of a custom field.
E) Copy the value in the Queue menu to a custom field.

4. Which three expressions use proper syntax?

A) If(incidents.assign_group_id = 100460, 'With Support', 'Not with Suport')
B) Avg(incidents.c&times_opened)
C) Sum(if(incidents.status_id < > 2, 1, 0))
D) Date_diff(incidents.closed, incidents.created)
E) If (incidents.assgn_acct_id IS NULL, 'Not Assigned', 0)

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

Solutions: