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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

2. Your customer is editing a contact workspace that is the parent of a object customer. They do not see the child custom object information.
Select the three areas to check to verify that the condition is correct.

A) The profile has custom object permissions.
B) The custom object was deployed.
C) The custom object has workspace permissions.
D) The custom object has a relationship with the parent.
E) The custom object has an associated workspace.

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

4. Your customer requested that you create a new report and make it available in the agent's navigation set.
You create the report and add it to the agent's navigation set. However, the agents cannot see the new report.
Select three actions you must perform to identify the reason the report does not display for the agents.

A) Review the filters in the report to ensure the Assign field selection is set to Logged In.
B) Verify that profile permissions in Service has a check for "Read" under Incidents.
C) Request the agents to log off and log back on.
D) Review the navigation set in the profile to ensure it matches the navigation set you updated.
E) Validate the Analytics permissions set for the report
F) Check the Customize Navigation Sets selection.

5. Your customer would like to have the default search report (Answers - Complex Expression Search Default) on their customer portal page altered with the following requirements.
-They want the New and Update tags to be displayed for only 7 days. -They want to display the Answer's score.
Identify the two options that will enable you to complete the requirements.

A) Update the configuration settings of ANS_NEW_INC_DURATION and ANS_UPD_INC_DURATION.
B) Delete the exceptions for New and Updated.
C) Insert the score (solved count) columns.
D) Unhide the computed score (solved) column.
E) Change the variables for $new and $updated.

Solutions: