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

2. Incident #120703-002539 was submitted on Tuesday, July 3, 2012 at 1:00 pm.

At what time the initial Response Due (incidents.rel_due) field be stamped using the response requirements shown?

A) Saturday, July 7, 2012 at 12:00 pm
B) Thursday, July 5, 2012 at 1:00 pm
C) Tuesday, July 3, 2012 at 9:00 pm
D) Thursday, July 5, 2012 at 12:00 pm
E) Wednesday, July 4, 2012 at 12:00 pm

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

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

5. You have created a custom widget for a customer portal page, and the widget needs to be styled based on your customer's branding guidelines.
Identify the location where the CSS file must be placed within the file structure.

A) \euf\development\widgets\custom\{widget name}\
B) \euf\rightnow\widgets\standard\{Widget name}\
C) \euf\assets\themes\{theme name}\widgetCss
D) \euf\assets\css\{widget name}\

Solutions: