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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer has created a new script and has deployed it to the agents in their call center within their incident workflow.
They have noticed an issue that all of their agents cannot end the script of the places that were designed to.
Identity the two reasons for this.

A) There are no exit or finished events being triggered on the script pages.
B) The agents cannot get to the pages where they can end the script.
C) There are no return events listed in the incident workflow for the script to use.
D) There are no script beginning and ending buttons enabled for the script pages.

2. Your customer requested that you create a new report and make it available in the agent's navigation set.
You create the report and add it to the agent's navigation set. However, the agents cannot see the new report.
Select three actions you must perform to identify the reason the report does not display for the agents.

A) Verify that profile permissions in Service has a check for "Read" under Incidents.
B) Request the agents to log off and log back on.
C) Review the filters in the report to ensure the Assign field selection is set to Logged In.
D) Check the Customize Navigation Sets selection.
E) Review the navigation set in the profile to ensure it matches the navigation set you updated.
F) Validate the Analytics permissions set for the report

3. Your customer's agent is using the Co-Browse feature with an end customer who is using a Mac.
The Co-Browse is displaying an error and will not work. What action must the agent take to allow Co-Browse to work on Mac OS?

A) Nothing, Co Browse is not supported for a Mac OS.
B) Have the customer use the IE browser.
C) Instruct the end customer to enable Java on their Mac.
D) Have the customer clear their browser cache and try again.

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

5. Identify the four guidelines that are relevant with regard to web accessibility.

A) Ensure no underlined content exists.
B) Ensure all alternate text is unused.
C) Provide multiple methods for finding content.
D) Ensure color alone is not used to convey content.
E) Support increased text sizes.
F) Avoid background sound.

Solutions: