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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer would like you to create a workflow following these requirements:
Requirement 1: The workflow will allow the agent to switch between workspaces by clicking the "Select Workspace" button.
Requirement 2: The agent can launch the script both within the workspace as well as by leaving the workspace while still inside the workflow.
Requirement 3: The workflow must capture all phone data provided to the agent in their desktop softphone application.
-DSN -ANI -Language -Exit reason -Transfer From -Transfer Notes
Requirement 4: If a contact record exists, the workflow must load the contact found as the contact for the incident.
Requirement 5: If a contact record is not found, the contact will be created with all the data captured from softphone.
Your customer is not willing to purchase or deploy custom objects to manage any data coming from their CTI integration.
Identify which three requirements can be accomplished through the use of standard workflow/workspace functionality.

A) Requirement 5
B) Requirement 1
C) Requirement 3
D) Requirement 2
E) Requirement 4

2. Your customer has asked you to create a report that shows all incidents opened within the past month.
The report should show the following columns:
-Number of incidents opened in the past month -Number of incidents opened in the past week -Number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns?

A) AVG
B) DECODE
C) SUM
D) IF
E) NVL

3. View the exhibits.


Your manager asks you to create a report that shows every Staff Account and how many open incidents have been assigned to them. Which report definition meets this criteria?

A) Exhibit A
B) Exhibit E
C) Exhibit B
D) Exhibit C
E) Exhibit D

4. Your customer wants agents to automatically receive an incident private note that explains how to handle specific responses from customers.
These incidents would be identified by specific terms in the subject line.
Select three steps needed to accomplish this.

A) Add the Standard Text as Private Note to Thread in the workspace rule.
B) Add a workspace rule that checks for identified terms in the subject line.
C) Use an Incident Business Rule to append standard text to the uncommitted response buffer.
D) Use an Incident Business Rule to append standard text to Customer Thread.
E) Create Standard Text with instructions.

5. You have created a custom widget for a customer portal page, and the widget needs to be styled based on your customer's branding guidelines.
Identify the location where the CSS file must be placed within the file structure.

A) \euf\rightnow\widgets\standard\{Widget name}\
B) \euf\assets\css\{widget name}\
C) \euf\assets\themes\{theme name}\widgetCss
D) \euf\development\widgets\custom\{widget name}\

Solutions: