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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

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

2. Your customer has asked you to configure profiles for an Oracle RightNow CX Cloud Service
Engine implementation.
Your customer's requirements:
-There will be two queues.
-All incidents will be pulled by the agents.
-Delivery is based on the due date assigned to the incident.
-No agent will be allowed to work on more than five incidents at a time.
Select two configurations needed to accomplish this.

A) Set Inbox Limit to 2
B) Set Inbox Limit to 5
C) Set Pull Policy to Strict priority
D) Set Pull Policy to First Due
E) Set Pull Policy to Manual
F) Set Pull Quantity to 5
G) Set Pull Quantity to 2

3. Your customer's agent is using the Co-Browse feature with an end customer who is using a Mac.
The Co-Browse is displaying an error and will not work. What action must the agent take to allow Co-Browse to work on Mac OS?

A) Nothing, Co Browse is not supported for a Mac OS.
B) Have the customer use the IE browser.
C) Instruct the end customer to enable Java on their Mac.
D) Have the customer clear their browser cache and try again.

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

5.
Which two statements are true about the Oracle RightNow CX Cloud Service Application button?

A) Provides context-sensitive help
B) Provides quick access to any of the interfaces defined for your application
C) Contains shortcuts for adding records and items to the knowledge base
D) Can include shortcuts to commonly used reports

Solutions: