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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. During requirements gathering, your customer determines that since they will be directing customers to support pages from their website, they would like the default Home page to be removed.
Which three of the available options are required to complete this requirement?

A) Delete the home.php file from the customer portal site.
B) Update the config verb CP_Login_URL
C) Update the config verb CP_HOME_URL.
D) Remove the "Home page" navigation option from the template file.
E) Upgrade the site.css file to remove references to the Home page.

2. You have created variables for your customer address to be used throughout their system
What three pieces of functionality will allow the use of these variables?

A) Incident Rules
B) Workflow
C) Agent Scripting
D) Incidents
E) Standard text
F) Answers

3. View the Exhibit.

Your customer has "Gold" level SLAs being applied to organization automatically with an organization rule.
After six months the business decides to reduce the turnaround time for the response.
Instead of responding in 24 hours yours agents need to respond to the end customers within the
business hours.
You modify the Gold SLA to reflect this change but you notice that the SLA reports are still using a
24 hours response time.
Which statement is correct?

A) You have not activated the rules so the updated SLAs are not being applied.
B) Your site has been corrupted with "Ghost" SLAs (See Exhibit).
C) Updating the SLA will not automatically update the organization's SLA.
D) The SLA reports will need to be modified to use the new SLA.

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

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

Solutions: