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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Select the six actions that initiate the business rules engine to run its configured logic.

A) A customer asks a question on the end user portal.
B) A customer updates their contact details via the end-user pages.
C) An agent edits an opportunity.
D) A customer adds more information to their incident via the end-user pages
E) An agent edits contacts, incidents, organizations, or tasks.
F) An agent creates or edits an answer.
G) An administrator compiles the rules engine.
H) The rules engine is updated.

2. Your customer ships packages directly to customers using a track able shipping method.
When an order is shipped, a tracking number is saved in an incident custom field.
In order to quickly respond to customer's questions about shipping status, your customer has requested that a hyperlink control be available on the incident workspace that will load the tracking details of the package associated with the incident when clicked.
The custom field details are below:
-Name: Tracking ID -Data Type: Text Field -Usage: Plain Text -Default Value: Null -Size of Field: 13 -Column Name: tracking_id -Custom Field ID: 87 The URL customer has provided for tracking is https://widgetshippers.com/trackyourpackage?id=
Of the available options, select the one that satisfies your customer's request.

A) https://widgetshippers.com/trackyourpackage?id=$p_icf_87
B) https://widgetshippers.com/trackyourpackage?id=$icf_c&tracking_id
C) https://widgetshippers.com/trackyourpackage?id=incidents.c$tracking_id
D) https://widgetshippers.com/trackyourpackage?id=c$tracking_id
E) https://widgetshippers.com/trackyourpackage?:id=incidents.c$tracking_id

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

4. Within the password configuration settings what does the grace period control?

A) The number of days before a manager is noticed of a locked account
B) The number of days after an account is locked when the user can request an online reset of his password
C) The number of days after a password expires that the user can still log in before the account is locked
D) The number of days a notice is sent to the user before his password expires

5. Your customer was reviewing published answers in their knowledgebase.
They noticed that several of the answers had irrelevant answers listed in the "Answers other found helpful" section of the answer detail page.
What step is required to eliminate the individual irrelevant answers?

A) Block the irrelevant answers from Learned Links.
B) Remove the related answers widget from the Customer Portal page.
C) Delete the irrelevant answers from Sibling Answers.
D) Remove the irrelevant answers from manually related answers.

Solutions: