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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer has a complex workspace that has 60 + tabs, 100 + data fields and over 200 + rules that are fired based on agent actions for their different business functions.
Your customer has told you that their workspace is painfully slow and the call center agents cannot do their work.
The customer would like to keep using a single profile for all their agents to simplify administration.
You have condensed many of the rules in the workspace into named events to try and speed things up, but on the call center agents' workstations its still just too slow.
Which three options will speed up the agents' workspace?

A) Utilize a single workspace per business function and assign it to the profile
B) Reduce the number of data fields on the workspace
C) Reduce the number of tabs that need to be rendered
D) Utilize workflow to split the workspace into more than one
E) Create workspace rules to hide unused tabs when the workspace loads.

2. 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?

A) You forgot to set the permission in the navigation set for the new interface.
B) The profile doesn't have permission to the new interface.
C) You added the navigation set in the wrong interface.
D) The interface was not installed correctly.

3. Your customer has performed a search on the knowledgebase and has stated that they are getting strange results. Every time they search for the word "widget" the correct answer appears as the 10th answer on the search results and not at the top of the first page.
How can you increase the value of the word "widget" In the knowledgebase search results?

A) Assign all products and categories to the knowledgebase answer.
B) Set the display position to "Fix at top."
C) Set the display position to "Place at top."
D) Add the search term to the keyword field of the knowledgebase answer.

4. You have created an add-in that utilizes the SOAP API, and uploaded it to the agent desktop and the incident workspace so that agents can access your custom product registration table.
The agents are getting an error when trying to use the add-in.
Which three permissions are required for an Agent to use an add-in an incident workspace?

A) Session Authentication
B) Account Authentication
C) Custom Object Read
D) Custom Object Create
E) Object Designer

5. You have created a custom widget for a customer portal page, and the widget needs to be styled based on your customer's branding guidelines.
Identify the location where the CSS file must be placed within the file structure.

A) \euf\rightnow\widgets\standard\{Widget name}\
B) \euf\development\widgets\custom\{widget name}\
C) \euf\assets\css\{widget name}\
D) \euf\assets\themes\{theme name}\widgetCss

Solutions: