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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. When an incident is opened, your customer would like to have different workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page.
When designing the workflow used to complete this requirement, which three elements are necessary?

A) Entry Point
B) Set Fields
C) Workspace
D) Decision
E) Load

2. Your customer has asked you to fulfill a list of requirements for their incident workspace.
The customer has explained that the following constraints will be place.
-All incidents received will via a web from that your customer manages which is automatically forwarded to the Oracle Rightnow CX Service mail server. -All incident data will be formatted exactly in the same manner in each email using the following
format: -Last Name -First Name -Product -Serial Number -Question
Requirements:
-Create a tab with "Risk Management" data consisting of custom fields and custom object data, and hide it from all standard agents. -If the serial number is greater than 500000 set the value of the custom field "Risk Management"
Yes. -Capture the "Product" field from the email and populate the product in the incidents.prod_id field. -Capture the Last and First names from the email and populate the product contact.last_name
and contacts.first_name fields. -Create tabs for each product linking to the product information page on your customer's web site. -Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.
They have asked that no customization be part of the new workspace.
Identify the three requirements that are met using standard product features within the workspace.

A) Capture the Last and First names from the email and populate the product in the contact.last_name and contacts.first_name fields.
B) Create tabs for each product linking to the product information page on the customer's web site.
C) If the serial number is greater than 500000 set the value of the custom field "Risk management" = Yes
D) Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.
E) Capture the "Product" field from the email and populate the product in the incidents.prod_id field.
F) Create a tab with "Risk management" data consisting of custom fields and custom object data, and hide it from all standard agents.

3. What is the maximum number of special characters that can be required in a password in addition to having lower and uppercase letters, two numbers, and a maximum character length of 10.

A) 3
B) 6
C) 1
D) 5
E) 8

4. Identify the three options available on the deployment screen in customer portal.

A) Develop
B) Stage
C) Promote
D) Production
E) Rollback

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

Solutions: