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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer has asked you to fulfill a list of requirements for their incident workspace.
The customer has explained that the following constraints will be place.
-All incidents received will via a web from that your customer manages which is automatically forwarded to the Oracle Rightnow CX Service mail server. -All incident data will be formatted exactly in the same manner in each email using the following
format: -Last Name -First Name -Product -Serial Number -Question
Requirements:
-Create a tab with "Risk Management" data consisting of custom fields and custom object data, and hide it from all standard agents. -If the serial number is greater than 500000 set the value of the custom field "Risk Management"
Yes. -Capture the "Product" field from the email and populate the product in the incidents.prod_id field. -Capture the Last and First names from the email and populate the product contact.last_name
and contacts.first_name fields. -Create tabs for each product linking to the product information page on your customer's web site. -Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.
They have asked that no customization be part of the new workspace.
Identify the three requirements that are met using standard product features within the workspace.

A) Create tabs for each product linking to the product information page on the customer's web site.
B) Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.
C) If the serial number is greater than 500000 set the value of the custom field "Risk management" = Yes
D) Create a tab with "Risk management" data consisting of custom fields and custom object data, and hide it from all standard agents.
E) Capture the "Product" field from the email and populate the product in the incidents.prod_id field.
F) Capture the Last and First names from the email and populate the product in the contact.last_name and contacts.first_name fields.

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

3. Your customer has team leads who are responsible for creating business rules and managing staff accounts. However, they should not be allowed to create or modify any profiles.
Which two options should be used to configure the Navigation Set for these team leads?

A) Keep the default Configuration items in the Configuration pane and let the profile handle this.
B) Create a navigation set that only has "Rules" and all "Staff Management" items in the configuration pane.
C) Add the Configuration item of Rules, and Staff Account by Group report into Home Tab and remove the default Configuration pane.
D) Add the Configuration items of Workspace/Workflows, Rules, and Staff Account by Group Report into the Home Tab and remove default Configuration pane.

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

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

5. Your customer has a single Service level Agreement and applies the service Level Agreement called Reseller when a contact is a reseller of their services.
These end customers often have their own ticketing system, and in order to capture the reseller's ticket number, the customer has requested that their Ask page be upgraded to include an External Ticket Number custom field only when the logged in contact has a Service level Agreement that only a reseller would have.
Which two widgets or tags are used to complete your customer's request?

A) Use the "FormInputCustom" widget.
B) Use the "Conditional" tag with an "sla" attribute.
C) Use the "Field" tag with the "name" attribute.
D) Use the "FormInput" widget.
E) Use the "FormSubmit" widget.

Solutions: