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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Select the six actions that initiate the business rules engine to run its configured logic.

A) An administrator compiles the rules engine.
B) A customer asks a question on the end user portal.
C) The rules engine is updated.
D) An agent edits an opportunity.
E) A customer updates their contact details via the end-user pages.
F) A customer adds more information to their incident via the end-user pages
G) An agent edits contacts, incidents, organizations, or tasks.
H) An agent creates or edits an answer.

2. Incident #120703-002539 was submitted on Tuesday, July 3, 2012 at 1:00 pm.

At what time the initial Response Due (incidents.rel_due) field be stamped using the response requirements shown?

A) Thursday, July 5, 2012 at 12:00 pm
B) Wednesday, July 4, 2012 at 12:00 pm
C) Thursday, July 5, 2012 at 1:00 pm
D) Saturday, July 7, 2012 at 12:00 pm
E) Tuesday, July 3, 2012 at 9:00 pm

3. 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) Use an Incident Business Rule to append standard text to Customer Thread.
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) Add the Standard Text as Private Note to Thread in the workspace rule.
E) Create Standard Text with instructions.

4. Which three expressions use proper syntax?

A) If(incidents.assign_group_id = 100460, 'With Support', 'Not with Suport')
B) Sum(if(incidents.status_id < > 2, 1, 0))
C) Avg(incidents.c&times_opened)
D) If (incidents.assgn_acct_id IS NULL, 'Not Assigned', 0)
E) Date_diff(incidents.closed, incidents.created)

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 "FormSubmit" widget.
D) Use the "FormInput" widget.
E) Use the "Field" tag with the "name" attribute.

Solutions: