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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

2. Your customer would like you to alter the create account page.

They would like you to change the following Items:
-Custom fields: (display only these two fields) -Contacts.free_trial (Not Required) -Contacts.contact_okay (Not required)
-Standard fields: -Contact.email_alt1(Required) -Contacts.email_alt2(Not required) -Contacts.ph_mobile(Not required) -Contacts.ph_home(Required) -Name (Not required)
Identify the option that correctly reflects the changes requested by the customer.

A) Option D
B) Option B
C) Option A
D) Option C

3. Your customer has asked you to create a report that will need to be sent to the executive management.
None of the receipts of this report has access to the system, and the same monthly report should be delivered to all recipients.
The management team frequently changes and your customer does not want to alter the report schedule after configuration.
After creating the report what two additional steps need to be taken?

A) Create and add the distribution list to the schedule.
B) Set the up staff accounts for the executive team.
C) Send a notification to the execution team that the report is available.
D) Upgrade the permissions for the report to include the executive team.
E) Create a schedule record for the report.
F) Create a dashboard for the report.

4. You are creating several new standard bead entries and want to use variables in your standard text.
What is the difference between "Variable" and "$"?

A) Variable is a fixed value and $ pulls in a dynamic value from the database.
B) $ pulls in a dynamic value from the database and Variable allows the agent to enter a value.
C) Variable pulls in a dynamic value from the database and $ allows the agent to enter a value.
D) Variable pulls in a dynamic value from the database and $ is a fixed variable.
E) $ allows the agent to enter a value and Variable is a fixed value.

5. Which incident field is designed to be used by your customer to standardize tracking of how incidents are resolved?

A) SLA Instance
B) Severity
C) Disposition
D) Response Message
E) Source

Solutions: