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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. In a Customer Portal design session, the customer explains to you that they have multiple brands, and that they have multiple websites to reflect these brands.
After reviewing the sites with the customer, you notice that each of the sites contain the same layout and content, but has different colors and branding, such as logos.
Which option allows for a consistent layout and dynamic branding?

A) Do not use a theme, and implement templates dynamically.
B) Use a single template across all Customer Portal pages, and implement themes dynamically.
C) Do not use a template, and implement themes dynamically.
D) Use a single theme across all Customer Portal pages, and implement templates dynamically.

2. You customer has added a new interface and requests that you set up three navigation sets and associate them with three profiles.
You log in with your original credentials and add the navigation sets.
When you edit the profile and select the dropdown for the new navigation set you don't see the navigation sets you just added.
Why can't you see the navigation set that should be displayed?

A) You added the navigation set in the wrong interface.
B) You forgot to set the permission in the navigation set for the new interface.
C) The profile doesn't have permission to the new interface.
D) The interface was not installed correctly.

3. Select the six actions that initiate the business rules engine to run its configured logic.

A) An agent edits an opportunity.
B) A customer asks a question on the end user portal.
C) An agent edits contacts, incidents, organizations, or tasks.
D) A customer adds more information to their incident via the end-user pages
E) The rules engine is updated.
F) A customer updates their contact details via the end-user pages.
G) An administrator compiles the rules engine.
H) An agent creates or edits an answer.

4. Your customer has five different incidents queues:
-Help -Tier 2 -Escaped -Accounting -VIP The Help and VIP queues have the quickest response goals.
Which two configurations will ensure that an agent's profile pulls incidents assigned these queues first using a single agent profile?

A) Add all five queues to the agent's profile.
B) Use the Strict Priority Pull Policy
C) Create an agent profile to only work these two queues.
D) Add all five queues to the agent's profile with Helper and VIP being the first two in the list.
E) Use the First Due Pull Policy

5. Your customer wants to implement a new business process. They have given you these requirements:
-All contacts when created will have the contacts.c$free_trial custom field set to NO (default in no
value). -All contacts will be added to organization = "Temp". -All contacts with contacts.c$free_trial = "Yes" will have an opportunity created that is assigned to
"agent 1", with a status = "Lead" and territory = EMA - United Kingdom.
Identify the three minimum rule types to be configured to meet the requirement.

A) Chat Rules
B) Contact Rules
C) Incident Rule
D) Survey Rules
E) Opportunity Rules
F) Task Rules
G) Organization Rules