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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer wants agents to automatically receive an incident private note that explains how to handle specific responses from customers.
These incidents would be identified by specific terms in the subject line.
Select three steps needed to accomplish this.

A) Use an Incident Business Rule to append standard text to Customer Thread.
B) Create Standard Text with instructions.
C) Add the Standard Text as Private Note to Thread in the workspace rule.
D) Add a workspace rule that checks for identified terms in the subject line.
E) Use an Incident Business Rule to append standard text to the uncommitted response buffer.

2. Identify the seven data types that are available as custom fields.

A) Menu
B) Yes/No
C) Date/Time
D) Text Field
E) Currency
F) Float
G) Multi Select Menu
H) Date Field
I) Integer
J) Text Area

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

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

4. Your customer has team leads who are responsible for creating business rules and managing staff accounts. However, they should not be allowed to create or modify any profiles.
Which two options should be used to configure the Navigation Set for these team leads?

A) Add the Configuration items of Workspace/Workflows, Rules, and Staff Account by Group Report into the Home Tab and remove default Configuration pane.
B) Add the Configuration item of Rules, and Staff Account by Group report into Home Tab and remove the default Configuration pane.
C) Create a navigation set that only has "Rules" and all "Staff Management" items in the configuration pane.
D) Keep the default Configuration items in the Configuration pane and let the profile handle this.

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

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

Solutions: