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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer has team leads who are responsible for creating business rules and managing staff accounts. However, they should not be allowed to create or modify any profiles.
Which two options should be used to configure the Navigation Set for these team leads?

A) Create a navigation set that only has "Rules" and all "Staff Management" items in the configuration pane.
B) Add the Configuration items of Workspace/Workflows, Rules, and Staff Account by Group Report into the Home Tab and remove default Configuration pane.
C) Add the Configuration item of Rules, and Staff Account by Group report into Home Tab and remove the default Configuration pane.
D) Keep the default Configuration items in the Configuration pane and let the profile handle this.

2. Which three actions must be performed in order to configure cloud Monitor?

A) Add or update profiles to include permission to add themes and Clustering.
B) Add or update profiles to include-Cloud Monitor permissions.
C) Set up a Cloud Monitor search schedule.
D) Add or update staff accounts to use profiles that include Cloud Monitor permissions.
E) Add or update navigation sets to include the Cloud Monitor navigation button and component
F) Add or update a list of favorites.

3. Your customer is editing a contact workspace that is the parent of a object customer. They do not see the child custom object information.
Select the three areas to check to verify that the condition is correct.

A) The custom object has an associated workspace.
B) The profile has custom object permissions.
C) The custom object has a relationship with the parent.
D) The custom object was deployed.
E) The custom object has workspace permissions.

4. Your customer has asked that all of the knowledge base answers be updated with new address and contact details.
There are about 500 answers existing to date and your client informs that they will be moving again at the end of the year and do not have the man power to keep this up to date on an ongoing basis.
Your client has three interfaces for each of their lines business that will all have different information.
What do you tell your client to configure?

A) Call support and have them run a search and replace on the database.
B) Create variable and update all answers to include it.
C) Create a standard text to include the new addresses and update all the answers to include it.
D) Search for all answers with the address and update them.

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

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

Solutions: