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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

2. 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.

A) The enable product disposition linking is not selected.
B) The incident workspace does not have a filter workspace rule assigned.
C) The client has not refreshed the incident in the incident workspace.
D) Your customer's agents must log out and log back in.
E) The Auto Build product disposition links is not selected.

3. 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?

A) EGW_AUTO_CONT_CREATE
B) EGW_SECURE_UPDATE_ENABLED
C) EGW_SAVE_EMAIL_HEADERS
D) EGW_UPDATE_BY_CREATE
E) EGW_ENABLED

4. How many levels can Products, Categories, and Dispositions have in each hierarchy?

A) 2
B) 4
C) 6
D) 5
E) 3

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

Solutions: