How to pass Oracle RightNow CX Cloud Service Essentials Exam and Interview Part-2
QUESTION 21
Which three actions must be performed in order to configure cloud Monitor?
ANSWER
1) Add or update navigation sets to include the Cloud Monitor navigation button and component
2) Add or update profiles to include-Cloud Monitor permissions.
3) Add or update staff accounts to use profiles that include Cloud Monitor permissions.
QUESTION 22
Your customer wants to implement a new business process. They have given you these requirements: Identify the three minimum rule types to be configured to meet the requirement.
ANSWER
1) Contact Rules
2) Opportunity Rules
3) Organization Rules
QUESTION 23
Your customer is a printing company and every knowledgebase article contains the word "print. Which configuration will enable end customer searches to return a single knowledge article result when searching with "print"?
ANSWER
Add "print" using the stop word editor and add "print" to a search priority word and assign one answer.
QUESTION 24
You customer has added a new interface and requests that you set up three navigation sets and associate them with three profiles. You log in with your original credentials and add the navigation sets. When you edit the profile and select the dropdown for the new navigation set you don't see the navigation sets you just added. Why can't you see the navigation set that should be displayed?
ANSWER
The profile doesn't have permission to the new interface.
QUESTION 25
Which example requires the use of a one to many, parent child custom object application?
ANSWER
Your customer wants to keep track of all the cars the end customers drive.
QUESTION 26
Your customer has asked you to enable their system and agents to capture an order number. The order number field is a nine-digit alphanumeric field.
They would also like their end customers to enter their own order number when asking a question on the customer portal pages. Identify three steps to establish the field.
ANSWER
1) Select the Interface Visibility End User Read/Write check box.
2) Create a custom field for Incident.
3) Set the data type for a custom field to Text Field.
QUESTION 27
Your client has VIP customers (all of which have a custom contact field of VIP to `Yes'). They want to offer these customers a higher priority service on Chat.
You intend to do this with a VIP queue. Which three steps do you also need to perform?
ANSWER
1) Create chat rules so that contacts with the VIP field set to `Yes' are quoted to the VIP queue.
2) Add the VIP queue to the profile of the agents that are taking chats.
3) Move the VIP queue to the top of the top queue list.
QUESTION 28
What is the maximum number of special characters that can be required in a password in addition to having lower and uppercase letters, two numbers, and a maximum character length of 10.
ANSWER
6
QUESTION 29
Your customer has requested a workflow with the following requirements:
Identify the requirement that could not be met.
ANSWER
The agent can exit any script in the workflow, go to the workspace, and return to the script page that they originally left from.
QUESTION 30
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?
ANSWER
1) Answers
2) Incident Rules
3) Agent Scripting
QUESTION 31
Your customer has previously allowed their end customers to be able to submit incidents only via an email mailbox into Outlook.
Now that they are developing Oracle RightNow CX Cloud Services and a Customer portal, they still need to allow emails to be submitted and have an incident created. What two items must be enabled to meet this requirement?
ANSWER
1) EGW_ENABLED
2) EGW_AUTO_CONT_CREATE
QUESTION 32
You are creating several new standard bead entries and want to use variables in your standard text. What is the difference between "Variable" and "$"?
ANSWER
Variable pulls in a dynamic value from the database and $ is a fixed variable.
QUESTION 33
How many levels can Products, Categories, and Dispositions have in each hierarchy?
ANSWER
6
QUESTION 34
Which are two true statements about chat surveys?
ANSWER
1) You can create a chat rule to email a transactional survey to the customer at the end of a chat.
2) You can create a chat rule to pop up a transactional survey at the end of a chat.
QUESTION 35
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.
ANSWER
1) The custom object was deployed.
2) The custom object has a relationship with the parent.
3) The custom object has workspace permissions.
QUESTION 36
Your customer would like a high, medium, or low severity level assigned to each incident. The agents will service the incidents using a queue representing each severity. Which option shows the minimum steps required to satisfy the requirements?
ANSWER
Create incident queues and severities
QUESTION 37
Your customer has asked you to create a report that shows all incidents opened within the past month. The report should show the following columns:
Which two functions are needed in the expressions to create the three columns?
ANSWER
1) IF
2) DECODE
QUESTION 38
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?
ANSWER
1) Keep the default Configuration items in the Configuration pane and let the profile handle this.
2) Create a navigation set that only has "Rules" and all "Staff Management" items in the configuration pane.
QUESTION 39
Your customer has linked products and dispositions together on their site. On the agent's incident workspace the list of dispositions is not being filtered.
Select the two actions that will assist in troubleshooting this issue.
ANSWER
1) The incident workspace does not have a filter workspace rule assigned.
2) The client has not refreshed the incident in the incident workspace.
QUESTION 40
When an incident is opened, your customer would like to have different workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page.
When designing the workflow used to complete this requirement, which three elements are necessary?
ANSWER
1) Load
2) Decision
3) Workspace
Which three actions must be performed in order to configure cloud Monitor?
ANSWER
1) Add or update navigation sets to include the Cloud Monitor navigation button and component
2) Add or update profiles to include-Cloud Monitor permissions.
3) Add or update staff accounts to use profiles that include Cloud Monitor permissions.
QUESTION 22
Your customer wants to implement a new business process. They have given you these requirements: Identify the three minimum rule types to be configured to meet the requirement.
ANSWER
1) Contact Rules
2) Opportunity Rules
3) Organization Rules
QUESTION 23
Your customer is a printing company and every knowledgebase article contains the word "print. Which configuration will enable end customer searches to return a single knowledge article result when searching with "print"?
ANSWER
Add "print" using the stop word editor and add "print" to a search priority word and assign one answer.
QUESTION 24
You customer has added a new interface and requests that you set up three navigation sets and associate them with three profiles. You log in with your original credentials and add the navigation sets. When you edit the profile and select the dropdown for the new navigation set you don't see the navigation sets you just added. Why can't you see the navigation set that should be displayed?
ANSWER
The profile doesn't have permission to the new interface.
QUESTION 25
Which example requires the use of a one to many, parent child custom object application?
ANSWER
Your customer wants to keep track of all the cars the end customers drive.
QUESTION 26
Your customer has asked you to enable their system and agents to capture an order number. The order number field is a nine-digit alphanumeric field.
They would also like their end customers to enter their own order number when asking a question on the customer portal pages. Identify three steps to establish the field.
ANSWER
1) Select the Interface Visibility End User Read/Write check box.
2) Create a custom field for Incident.
3) Set the data type for a custom field to Text Field.
QUESTION 27
Your client has VIP customers (all of which have a custom contact field of VIP to `Yes'). They want to offer these customers a higher priority service on Chat.
You intend to do this with a VIP queue. Which three steps do you also need to perform?
ANSWER
1) Create chat rules so that contacts with the VIP field set to `Yes' are quoted to the VIP queue.
2) Add the VIP queue to the profile of the agents that are taking chats.
3) Move the VIP queue to the top of the top queue list.
QUESTION 28
What is the maximum number of special characters that can be required in a password in addition to having lower and uppercase letters, two numbers, and a maximum character length of 10.
ANSWER
6
QUESTION 29
Your customer has requested a workflow with the following requirements:
Identify the requirement that could not be met.
ANSWER
The agent can exit any script in the workflow, go to the workspace, and return to the script page that they originally left from.
QUESTION 30
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?
ANSWER
1) Answers
2) Incident Rules
3) Agent Scripting
QUESTION 31
Your customer has previously allowed their end customers to be able to submit incidents only via an email mailbox into Outlook.
Now that they are developing Oracle RightNow CX Cloud Services and a Customer portal, they still need to allow emails to be submitted and have an incident created. What two items must be enabled to meet this requirement?
ANSWER
1) EGW_ENABLED
2) EGW_AUTO_CONT_CREATE
QUESTION 32
You are creating several new standard bead entries and want to use variables in your standard text. What is the difference between "Variable" and "$"?
ANSWER
Variable pulls in a dynamic value from the database and $ is a fixed variable.
QUESTION 33
How many levels can Products, Categories, and Dispositions have in each hierarchy?
ANSWER
6
QUESTION 34
Which are two true statements about chat surveys?
ANSWER
1) You can create a chat rule to email a transactional survey to the customer at the end of a chat.
2) You can create a chat rule to pop up a transactional survey at the end of a chat.
QUESTION 35
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.
ANSWER
1) The custom object was deployed.
2) The custom object has a relationship with the parent.
3) The custom object has workspace permissions.
QUESTION 36
Your customer would like a high, medium, or low severity level assigned to each incident. The agents will service the incidents using a queue representing each severity. Which option shows the minimum steps required to satisfy the requirements?
ANSWER
Create incident queues and severities
QUESTION 37
Your customer has asked you to create a report that shows all incidents opened within the past month. The report should show the following columns:
Which two functions are needed in the expressions to create the three columns?
ANSWER
1) IF
2) DECODE
QUESTION 38
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?
ANSWER
1) Keep the default Configuration items in the Configuration pane and let the profile handle this.
2) Create a navigation set that only has "Rules" and all "Staff Management" items in the configuration pane.
QUESTION 39
Your customer has linked products and dispositions together on their site. On the agent's incident workspace the list of dispositions is not being filtered.
Select the two actions that will assist in troubleshooting this issue.
ANSWER
1) The incident workspace does not have a filter workspace rule assigned.
2) The client has not refreshed the incident in the incident workspace.
QUESTION 40
When an incident is opened, your customer would like to have different workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page.
When designing the workflow used to complete this requirement, which three elements are necessary?
ANSWER
1) Load
2) Decision
3) Workspace
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