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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

2. A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for the follow up: #120728000001
A member of your support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it."
Which two actions will allow you to identify the correct message base item if you do not know which message base you need to edit?

A) Look for the message in the receipt email body.
B) Submit an incident to customer care.
C) Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
D) Run a message base report and search for the text string you want to change.

3. A client would like to edit a contact record and in addition add warranty Information.
Select the implementation steps required using the Custom object design below.

A) Use the Warranties workspace and add the Contact control.
B) Insert the Warranties control into a tab in the Contact workspace.
C) Insert a report control and assign a Warranties report into a tab in the Contact workspace
D) Insert the Warranties fields into the Contact workspace.

4. Your customer's agent is using the Co-Browse feature with an end customer who is using a Mac.
The Co-Browse is displaying an error and will not work. What action must the agent take to allow Co-Browse to work on Mac OS?

A) Nothing, Co Browse is not supported for a Mac OS.
B) Have the customer clear their browser cache and try again.
C) Have the customer use the IE browser.
D) Instruct the end customer to enable Java on their Mac.

5. View the Exhibit.

Your customer has "Gold" level SLAs being applied to organization automatically with an organization rule.
After six months the business decides to reduce the turnaround time for the response.
Instead of responding in 24 hours yours agents need to respond to the end customers within the
business hours.
You modify the Gold SLA to reflect this change but you notice that the SLA reports are still using a
24 hours response time.
Which statement is correct?

A) Your site has been corrupted with "Ghost" SLAs (See Exhibit).
B) The SLA reports will need to be modified to use the new SLA.
C) Updating the SLA will not automatically update the organization's SLA.
D) You have not activated the rules so the updated SLAs are not being applied.

Solutions: