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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. When using standard reports within the Analytics module there is a limit to what can be edited in each report.
Select the two items that are editable on a standard report.

A) Column Headings
B) Graphs
C) Schedules
D) Permissions
E) Non Selectable Filters
F) Report Heading

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

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

3. Your customer has asked you to configure profiles for an Oracle RightNow CX Cloud Service
Engine implementation.
Your customer's requirements:
-There will be two queues.
-All incidents will be pulled by the agents.
-Delivery is based on the due date assigned to the incident.
-No agent will be allowed to work on more than five incidents at a time.
Select two configurations needed to accomplish this.

A) Set Inbox Limit to 5
B) Set Inbox Limit to 2
C) Set Pull Policy to Strict priority
D) Set Pull Policy to First Due
E) Set Pull Quantity to 2
F) Set Pull Quantity to 5
G) Set Pull Policy to Manual

4. Referring to custom fields in the system, identify the column identifier that indicates it is a custom field.

A) RN$
B) CO$
C) C$
D) CF$
E) $C

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

Solutions: