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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer runs a 24/7 call center and has a policy starting that incidents that agent's solved by the end of an agent's shift should be moved out of that agent's inbox to be worked by another active agent.
Which two actions will accomplish this?

A) The agent does a multi-edit update for all incidents in their inbox and changes the assigned field to full.
B) Add a business rule that when an agent logs out, the Assigned field should be set to null for any unresolved incidents for that agent.
C) Create a workspace rule that sets the Assigned field to null when an agent logs out.
D) The agent reassigns each incident to another agent before they log off.

2. Your customer has asked that all incidents be "scanned" for words that may revolve around product defects and injures so that they can alert their risk management team of any possible product issues or liability. The customer accepts that 100% accuracy is not available, and accepts that they will be false positives and a margin for error.
They have provided you he following words to be "scanned":
-Mouth -Jaw -Cheek -Jowl -Chin
-Oral
-Palate
The customer requires the following:
-Match whole words only
-All valid words must be preceded with a space.
-All valid words must be spelled correctly.
-All words must be directly followed by a meta character in this list:
-, {comma}
-. {period}
-' {single quote}
-" {double quote}
-; {semi colon}
-: {colon}
-{space}
-! {exclamation point}
-? {question mark}
-& {ampersand}
You decide to use a regular expression to search for these words in all incoming emails.
^mouth [ , | . | ' | " | ; | : | | ! | ? | & ] | \ jaw [| , | . | ' | " | : | ! | &] | \ cheek [ , | ' | ; | : | | ! | ? | &] | \
jowl [ , | . | ' | ; | | !| ? | &] | \ chin$ [ , | . | ' | " | ; | | ! | ? | & ] | \ oral [ , | . | ' | " | : | | ? | & ] | \ pallate [
, | . | ' | " | : | | ! | ? | &] | \
Identify the three words that will be correctly matched to this regular expression.

A) Chin
B) Oral
C) Jaw
D) Mouth
E) Palate
F) Cheek
G) Jowl

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

4. In a Customer Portal design session, the customer explains to you that they have multiple brands, and that they have multiple websites to reflect these brands.
After reviewing the sites with the customer, you notice that each of the sites contain the same layout and content, but has different colors and branding, such as logos.
Which option allows for a consistent layout and dynamic branding?

A) Do not use a theme, and implement templates dynamically.
B) Do not use a template, and implement themes dynamically.
C) Use a single template across all Customer Portal pages, and implement themes dynamically.
D) Use a single theme across all Customer Portal pages, and implement templates dynamically.

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

Solutions: