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Q21. Your customer has asked you to configure profiles for an Oracle RightNow CX Cloud Service Engine implementation. 

Your customer's requirements: 

There will be two queues. 

All incidents will be pulled by the agents. 

Delivery is based on the due date assigned to the incident. 

No agent will be allowed to work on more than five incidents at a time. 

Select two configurations needed to accomplish this. 

A. Set Pull Policy to Strict priority 

B. Set Pull Policy to First Due 

C. Set Pull Policy to Manual 

D. Set Pull Quantity to 5 

E. Set Inbox Limit to 5 

F. Set Pull Quantity to 2 

G. Set Inbox Limit to 2 

Answer: C,D 

Explanation: C: from scenario: All incidents will be pulled by the agents. 

D: from scenario: No agent will be allowed to work on more than five incidents at a time. 


Q22. Your customer has two different types of end customers that will be visiting their knowledgebase website. 

The types are “public customers” and “registered customers”. 

They would like to present additional knowledgebase answers to the registered customers. 

Choose the two statements required to set up this type of environment. 

A. Set up an access level without customer visibility and assign it to the registered customer answers. 

B. Ensure registered customers in to the knowledgebase website and are assigned a service level with the access level to their account. 

C. Create special Products and Categories for the registered customer answers. 

D. Set up an access level without customer visibility and assign it to all the customer answers. 

E. Create a special public answer status for the registered customer answers. 

Answer: B,C 


Q23. Referring to custom fields in the system, identify the column identifier that indicates it is a custom field. 

A. CO$ 

B. C$ 

C. RN$ 

D. CF$ 

E. $C 

Answer: B 

Explanation: In the latest RightNow API (February 2012 and May 2012 release), one of the important changes we need to be aware of is the structure of custom field and the query format in ROQL. 

In the older API version, all custom field API name has a prefix of “c$”. e.g, c$mycustomfield. You can query the custom field data out by using the following ROQL: 

Select ID, c$mycustomfield FROM Contact; 


Q24. Your customer is using standard statuses, status types, and the standard agent "My Inbox" report. 

Which two incident status types will show up in the agent’s “My Inbox” report? 

A. Solved 

B. Unresolved 

C. Waiting 

D. Updated 

Answer: B,D 

Explanation: See figure below. 

Figure: My Inbox Report 

Note: 

* Inbox—An agent’s personal queue consisting of all the incidents that have been assigned to the agent. 

* Incidents can have one of the four default incident statuses, or they may have a custom status 

defined by your RightNow administrator. The default statuses are Unresolved, Solved, Updated, and Waiting. 

* Info: Click this button to see details about the incident, including when it was created and last updated, the date when the initial response was due, the date of the initial response, the date of the last response, the closed date, the staff member who created it, and the incident ID. If the incident is in a rules state or has an escalation level, that information also appears. 


Q25. Your customer would like you to create a workflow following these requirements: 

Requirement 1: The workflow will allow the agent to switch between workspaces by clicking the “Select Workspace” button. 

Requirement 2: The agent can launch the script both within the workspace as well as by leaving the workspace while still inside the workflow. 

Requirement 3: The workflow must capture all phone data provided to the agent in their desktop softphone application. 

DSN 

ANI 

Language 

Exit reason 

Transfer From 

Transfer Notes 

Requirement 4: If a contact record exists, the workflow must load the contact found as the contact for the incident. 

Requirement 5: If a contact record is not found, the contact will be created with all the data captured from softphone. 

Your customer is not willing to purchase or deploy custom objects to manage any data coming from their CTI integration. 

Identify which three requirements can be accomplished through the use of standard workflow/workspace functionality. 

A. Requirement 1 

B. Requirement 2 

C. Requirement 3 

D. Requirement 4 

E. Requirement 5 

Answer: A,B,D 

Explanation: 

Note: 

* A desktop workflow is a sequence of workspaces, scripts, decisions, and actions – even other embedded workflows – that supports a business process. Using an intuitive design interface, you define a workflow by assembling a set of elements into a logical order to form a flow diagram, then adding decision logic to advance the flow. 


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Q26. Identify which option describes a valid use of the disposition field. 

A. Describe the topic of knowledgebase answers 

B. Describe the classification of incidents 

C. The customer selected the nature of the question 

D. Describe the status of the customer question 

Answer: B,D 

Explanation: B: If agents are required to select from a certain subset of dispositions when solving incidents, you could create a workspace rule to make the Disposition field required and hide several of its items when incidents are set to Solved. 


Q27. Which three actions must be performed in order to configure cloud Monitor? 

A. Add or update navigation sets to include the Cloud Monitor navigation button and component 

B. Add or update profiles to include-Cloud Monitor permissions. 

C. Add or update profiles to include permission to add themes and Clustering. 

D. Add or update staff accounts to use profiles that include Cloud Monitor permissions. 

E. Add or update a list of favorites. 

F. Set up a Cloud Monitor search schedule. 

Answer: A,B,D 

Explanation: / Before you can monitor the social cloud to search for information related to your organization, you need to configure your application to provide access to the RightNow Cloud Monitor. 

To provide access to the RightNow Cloud Monitor it is necessary to: 

* (A) Add cloud monitor to Navigation Sets 

* (B) Add cloud monitor permission to Profiles 


Q28. Your customer would like you to alter the create account page. 

They would like you to change the following Items: 

Custom fields: (display only these two fields) Contacts.free_trial (Not Required) Contacts.contact_okay (Not required) 

Standard fields: 

Contact.email_alt1(Required) 

Contacts.email_alt2(Not required) 

Contacts.ph_mobile(Not required) 

Contacts.ph_home(Required) 

Name (Not required) 

Identify the option that correctly reflects the changes requested by the customer. 

A. Option A 

B. Option B 

C. Option C 

D. Option D 

Answer: C 

Explanation: contacts.email_alt1 OK. 

contacts.email_alt2 OK. 

Contacts.contact_okay OK. 

Etc. 

Incorrect: 

Not A: Contacts.contact_okay not specified. 

Not B: contacts.email_alt1, contacts.email_alt2 not specified. 

Not D: Contacts.contact_okay not specified. 


Q29. In a Customer Portal design session, the customer explains to you that they have multiple brands, and that they have multiple websites to reflect these brands. 

After reviewing the sites with the customer, you notice that each of the sites contain the same layout and content, but has different colors and branding, such as logos. 

Which option allows for a consistent layout and dynamic branding? 

A. Use a single theme across all Customer Portal pages, and implement templates dynamically. 

B. Do not use a template, and implement themes dynamically. 

C. Do not use a theme, and implement templates dynamically. 

D. Use a single template across all Customer Portal pages, and implement themes dynamically. 

Answer: D 


Q30. How many levels can Products, Categories, and Dispositions have in each hierarchy? 

A. 2 

B. 3 

C. 4 

D. 5 

E. 6 

Answer: E 

Explanation: Products and categories organize data in the same ways, and you can choose to use either or both when you configure RightNow Service. If you use both, incidents and answers can be organized into specific classifications, and customers can search for answers using product and category filters. You can create up to 6 levels each of products and categories and specify the number of levels agents must enter when working with incidents.