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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. You are updating the "Salesman" profile in a site where a new custom object has been created called CO.Salesman.
Your customer has requested their salesman to update record in this custom object.
What two settings in the "Salesmen" profile have to be updated to allow them access?

A) Sales Tab: select the Edit check box opportunities.
B) Service Tab: select the Add/Edit check box for incidents.
C) Custom Objects Tab: select the Read check box for package Name "CO" and object Name "Salesman".
D) Contacts Tab: Select the Edit check box for Sales.
E) Add a workspace for the Salesmen custom object.
F) Update the workspace for Opportunities.
G) Custom Objects Tab: select the update check box for package Name "CO" and object name "Salesmen"

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

3. Your customer is editing a contact workspace that is the parent of a object customer. They do not see the child custom object information.
Select the three areas to check to verify that the condition is correct.

A) The custom object has workspace permissions.
B) The custom object has a relationship with the parent.
C) The profile has custom object permissions.
D) The custom object was deployed.
E) The custom object has an associated workspace.

4. Which example requires the use of a one to many, parent child custom object application?

A) Your customer wants to keep track of the end customer's Customer identification Number
B) Your customer has stated that they want to report on end customers that have similar attributes.
C) Your customer wants to keep track of all the cars the end customers drive.
D) Your customer has stated that they want to track when end customers are contacted by sales associates.

5. Your customer would like a high, medium, or low severity level assigned to each incident. The agents will service the incidents using a queue representing each severity. Which option shows the minimum steps required to satisfy the requirements?

A) Create incident statuses and queues
B) Create incident severities
C) Create incident queues and severities
D) Create incident statuses, queues, and severities

Solutions: