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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Identify the seven data types that are available as custom fields.

A) Menu
B) Date/Time
C) Date Field
D) Text Area
E) Yes/No
F) Integer
G) Text Field
H) Multi Select Menu
I) Currency
J) Float

2. Your customer's "Chat Survey Score" report contains valid records; however all of the average scores to be zero.
What two steps will correct this?

A) Ensure the survey's questions are included In the "Chat Survey Score" report.
B) Update the Filters in the report.
C) Add values to the Score field in the Survey Questions.
D) Change the format of the Average Score.
E) Refresh the Chat Survey report.
F) Change the Survey questions to a Matrix type.

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

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

4. A client would like to edit a contact record and in addition add warranty Information.
Select the implementation steps required using the Custom object design below.

A) Insert the Warranties fields into the Contact workspace.
B) Insert the Warranties control into a tab in the Contact workspace.
C) Insert a report control and assign a Warranties report into a tab in the Contact workspace
D) Use the Warranties workspace and add the Contact control.

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

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

Solutions: