Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. What is the maximum number of special characters that can be required in a password in addition to having lower and uppercase letters, two numbers, and a maximum character length of 10.

A) 5
B) 8
C) 3
D) 1
E) 6

2. Your customer has special business process where their agents will put incidents into a waiting status for a period of one week on a regular status basis.
Your customer would like these incidents to remain in the waiting status until the agent has finished researching the incidents(s).
Your customer does not want these incidents to close until 7 calendar days have passed.
Which configuration setting needs to be modified form its default value in order to prevent the system from closing the waiting incident automatically?

A) CI_WAITING_CALC_DAYS
B) MYQ_REOPEN_DEADLINE
C) DORMANT_INCIDENTS
D) CI_HOURS
E) PURGE_DELETE_INCIDENTS

3. In which two sections of the Customer Portal is the Guided Assistance widget available for end customers?

A) Ask a Question
B) The answers detail page
C) Any page the customer wants it placed
D) The popular answers list page
E) The answers list page only
F) They are only available when using smart assistant

4. Your customer has a complex workspace that has 60 + tabs, 100 + data fields and over 200 + rules that are fired based on agent actions for their different business functions.
Your customer has told you that their workspace is painfully slow and the call center agents cannot do their work.
The customer would like to keep using a single profile for all their agents to simplify administration.
You have condensed many of the rules in the workspace into named events to try and speed things up, but on the call center agents' workstations its still just too slow.
Which three options will speed up the agents' workspace?

A) Reduce the number of data fields on the workspace
B) Utilize workflow to split the workspace into more than one
C) Create workspace rules to hide unused tabs when the workspace loads.
D) Reduce the number of tabs that need to be rendered
E) Utilize a single workspace per business function and assign it to the profile

5. Your customer would like you to alter the content and format of the emails that are sent to their end customers when response is sent.
Which three of your customer's requirements can be fulfilled through the use of interface configuration?

A) Receipt messages shouldn't be sent.
B) All emails sent must have the incident reference number at the beginning of the subject.
C) All emails sent must contain the response of the agent and not the customer's thread.
D) Incident messages shouldn't be sent.
E) All emails sent must be in HTML format.

Solutions: