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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. What is the maximum number of special characters that can be required in a password in addition to having lower and uppercase letters, two numbers, and a maximum character length of 10.

A) 3
B) 5
C) 8
D) 6
E) 1

2. During requirements gathering, your customer determines that since they will be directing customers to support pages from their website, they would like the default Home page to be removed.
Which three of the available options are required to complete this requirement?

A) Update the config verb CP_Login_URL
B) Update the config verb CP_HOME_URL.
C) Upgrade the site.css file to remove references to the Home page.
D) Remove the "Home page" navigation option from the template file.
E) Delete the home.php file from the customer portal site.

3. Your customer would like you to alter the content and format of the emails that are sent to their end customers when response is sent.
Which three of your customer's requirements can be fulfilled through the use of interface configuration?

A) All emails sent must have the incident reference number at the beginning of the subject.
B) All emails sent must contain the response of the agent and not the customer's thread.
C) Receipt messages shouldn't be sent.
D) Incident messages shouldn't be sent.
E) All emails sent must be in HTML format.

4. Select the two statements that describe reasons why you would link products to categories.

A) It allows filtered product and category lists when creating answers
B) It allows filtering of product and category menus on customer portal pages
C) It simplifies reporting on answers and incidents products and categories
D) It allows filtering of product and category menus on incident workspaces

5. Your customer wants to measure agent performance based on feedback from their end customers.
If you end customer provides negative feedback, their incident needs to be reopened automatically. Identify three tasks to fulfill these requirements.

A) Create a broadcast survey.
B) Assign score to the survey questions and set the status field based on the values of the responses.
C) Create a transactional survey.
D) Create a new queue for unhappy customers.
E) Schedule a survey to run on a daily basis.
F) Set an incident business rule to send the survey when an incident is closed.
G) Create a report of survey responses.

Solutions: