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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer has previously allowed their end customers to be able to submit incidents only via an email mailbox into Outlook.
Now that they are developing Oracle RightNow CX Cloud Services and a Customer portal, they still need to allow emails to be submitted and have an incident created.
What two items must be enabled to meet this requirement?

A) EGW_ENABLED
B) EGW_UPDATE_BY_CREATE
C) EGW_AUTO_CONT_CREATE
D) EGW_SAVE_EMAIL_HEADERS
E) EGW_SECURE_UPDATE_ENABLED

2. Your customer would like you to create a workflow following these requirements:
Requirement 1: The workflow will allow the agent to switch between workspaces by clicking the "Select Workspace" button.
Requirement 2: The agent can launch the script both within the workspace as well as by leaving the workspace while still inside the workflow.
Requirement 3: The workflow must capture all phone data provided to the agent in their desktop softphone application.
-DSN -ANI -Language -Exit reason -Transfer From -Transfer Notes
Requirement 4: If a contact record exists, the workflow must load the contact found as the contact for the incident.
Requirement 5: If a contact record is not found, the contact will be created with all the data captured from softphone.
Your customer is not willing to purchase or deploy custom objects to manage any data coming from their CTI integration.
Identify which three requirements can be accomplished through the use of standard workflow/workspace functionality.

A) Requirement 1
B) Requirement 4
C) Requirement 2
D) Requirement 5
E) Requirement 3

3. Your customer would like some changes to be made in the incident workspace. Which three changes can be made by using workspace functionality?

A) Focus on a specific workspace tab based on the value of a custom field.
B) Conditionally hide specific product items based on the logged in staff account's profile.
C) Right justify all field labels on the workspace
D) Change the color of the Banner Flag based on the incident's severity.
E) Copy the value in the Queue menu to a custom field.

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

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

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

Solutions: