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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer has special business process where their agents will put incidents into a waiting status for a period of one week on a regular status basis.
Your customer would like these incidents to remain in the waiting status until the agent has finished researching the incidents(s).
Your customer does not want these incidents to close until 7 calendar days have passed.
Which configuration setting needs to be modified form its default value in order to prevent the system from closing the waiting incident automatically?

A) MYQ_REOPEN_DEADLINE
B) CI_WAITING_CALC_DAYS
C) CI_HOURS
D) DORMANT_INCIDENTS
E) PURGE_DELETE_INCIDENTS

2. After an implementation of a Chinese Knowledge base, your customer notices there are some search terms that are not found when searching through the knowledgebase under any use case.
You have verified that there are answers for the search terms being searched, but you also verify that answers are not being returned correctly.
Identify the configuration change you would make to mitigate this problem.

A) Create hidden div tags inside the answer's question section to promote the matching of a given target search term that isn't being matched.
B) Verify that all selections of the target answer(s) contain the search terms you're looking for.
C) Create alias and thesaurus entries with the correct target search terms.
D) Update the answer keywords
E) Create entries for the word and its syntax in the dictionary file.

3. You have created an add-in that utilizes the SOAP API, and uploaded it to the agent desktop and the incident workspace so that agents can access your custom product registration table.
The agents are getting an error when trying to use the add-in.
Which three permissions are required for an Agent to use an add-in an incident workspace?

A) Custom Object Read
B) Session Authentication
C) Custom Object Create
D) Account Authentication
E) Object Designer

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

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

5. 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.

Solutions: