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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. View the exhibits.


Your manager asks you to create a report that shows every Staff Account and how many open incidents have been assigned to them. Which report definition meets this criteria?

A) Exhibit A
B) Exhibit D
C) Exhibit B
D) Exhibit C
E) Exhibit E

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

3. Your customer wants to put the information in the "answer" section of their knowledgebase article as more important than the information in the "subject" section.
What two system configuration settings can be modified to increase the value of the phrases in the "answer" versus the "subject" during a search from either customer portal of the agent desktop?

A) SRCH_KEY_WEIGHT
B) SRCH_PROD_WEIGHT
C) SRCH_SUBJECT_WEIGHT
D) SRCH_DESC_WEIGHT
E) SRCH_BODY_WEIGHT
F) SRCH_CAT_WEIGHT
G) SRCH_ATTACH_WEIGHT

4. Which incident field is designed to be used by your customer to standardize tracking of how incidents are resolved?

A) Source
B) Disposition
C) Severity
D) SLA Instance
E) Response Message

5. In which two sections of the Customer Portal is the Guided Assistance widget available for end customers?

A) The popular answers list page
B) Ask a Question
C) They are only available when using smart assistant
D) The answers detail page
E) The answers list page only
F) Any page the customer wants it placed

Solutions: