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Getting Started
The Oracle RightNow Cloud Service 2016 Implementation Essentials Exam Study Guide is designed to help you
prepare for the Oracle RightNow Cloud Service 2016 Implementation Essentials Exam (1Z0-325).
This study guide and the certification guide are based on Oracle Service Cloud August 2015 release (15.8).
Target Audience
Oracle RightNow Cloud Service 2016 Implementation Essentials exam audience defines the type of participants who are
likely to pass the exam and targets individuals with a specific level of education and expertise:
Job Role:
Intermediate Consultant
Pre Sales Solution Consultant transitioning to an Implementation Consultant role
Certified Consultant (non-Oracle RightNow CX)
Strongly recommended the individual be Specialized in a non-Oracle RightNow Customer Relationship
Management (CRM) or Customer Experience (CX) related product
Level of Competency:
Exam Topics
The Oracle RightNow Cloud Service 2016 Implementation Essentials Exam covers eight topics:
Application Appearance
Staff Management
Answer Management
Site Configuration Admin
RightNow Analytics
Feedback/Surveys
Chat & Co-Browse
Customer Portal
Oracle RightNow Cloud Service 2016 Implementation Essentials Exam Study Guide
Getting Started | Target Audience | Exam Topics | Training Options |
Exam Details per Topic | Exam Registration Details | Additional Resources
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Levels of Knowledge
Each exam topic contains objectives and each objective is categorized as either a learner or practitioner level of
knowledge.
Example:
Example:
Oracle RightNow Cloud Service 2016 Implementation Essentials Exam Study Guide
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Exam Details per Topic | Exam Registration Details | Additional Resources
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Training Options
Throughout the study guide each exam topic recommends one or several training/documentation titles:
Recommended Training
OPN Boot Camp
Oracle RightNow Cloud Service Implementation Boot Camp
Global Oracle SaaS, PaaS and IaaS Implementation Workshops for Partners
o See: Functional Session - Oracle Service Cloud Implementation Workshop
o See: Technical Session - Oracle Service Cloud Implementation Workshop
Recommended Documentation
Oracle Documentation
Documentation for Oracle Service Cloud Products
Oracle RightNow Service Cloud August 2015 Documentation Overview
Oracle RightNow Service Cloud Technical Documentation and Sample Code
Oracle Service Cloud - August 2015
Product tutorials
Oracle RightNow Service Cloud Product Tutorials
Datasheets and white papers
cloud.oracle.com Service Cloud
OPN - Oracle Service Cloud Knowledge Zone
OPN Oracle Service Cloud Hub
Customer Success Stories
While the Oracle PartnerNetwork facilitates free access to online training, in class trainings often require a fee.
Oracle RightNow Cloud Service 2016 Implementation Essentials Exam Study Guide
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Exam Details per Topic | Exam Registration Details | Additional Resources
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Level
Practitioner
Practitioner
Practitioner
Practitioner
Practitioner
Recommended Training
Training Options
Recommended Documentation
Oracle Documentation
Recommended Documentation
Product tutorials
Oracle RightNow Service Cloud Product Tutorials
Datasheets and white papers
Oracle.com sources
Sample Questions
Your customer would like some changes to be made in the incident workspace.
Which three changes can be made by using standard workspace functionality?
A. Right Justify all field labels on the workspace
B. Copy the value on the Queue menu into a custom field
C. Conditionally hide specific product items based on the logged in staff
accounts profile
D. Focus on a specific workspace tab based on the value of a custom field
E. Change the color of the Banner flag based on the incidents severity
Oracle RightNow Cloud Service 2016 Implementation Essentials Exam Study Guide
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Exam Details per Topic | Exam Registration Details | Additional Resources
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Level
Create Profiles
Practitioner
Practitioner
Learner
Recommended Training
Training Options
Recommended Documentation
Oracle Documentation
Recommended Documentation
Product tutorials
Oracle RightNow Service Cloud Product Tutorials
Datasheets and white papers
Oracle.com sources
Sample Questions
Which four of the following fields are required when creating a new staff
account?
A. Profile
B. First Name
C. Last Name
D. Password
E. User Name
F. Default Currency
G. Phone Number
Which two items are required be completed prior to creating a staff account for
an actual agent.
A. Password configuration
B. Navigation sets
C. Profiles
Oracle RightNow Cloud Service 2016 Implementation Essentials Exam Study Guide
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D. Twitter channel
E. Workspaces \ Workflows
F. Reports
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Level
Practitioner
Practitioner
Learner
Practitioner
Recommended Training
Training Options
Recommended Documentation
Oracle Documentation
Recommended Documentation
Product tutorials
Oracle RightNow Service Cloud Product Tutorials
Datasheets and white papers
Oracle.com sources
Sample Questions
Which two answer elements hold the highest value per phrase by default?
A. Answer (Solution)
B. Question (Description)
C. Keywords (Keywords)
D. Product (Map_prod_hierarchy)
E. Summary (Summary)
Your customer would like you to change the way their answers are displayed to
the end customers, they have asked that all answers for product 1 are always at
the top of ever list they are displayed at.
Which Display position will facilitate your customers request?
A. Historical Usefulness
B. Place at Bottom
C. Place at Middle
D. Place at Top
E. Fix at Bottom
F. Fix at Middle
G. Fix at Top
Oracle RightNow Cloud Service 2016 Implementation Essentials Exam Study Guide
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Exam Details per Topic | Exam Registration Details | Additional Resources
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Level
Learner
Learner
Practitioner
Practitioner
Practitioner
Practitioner
Practitioner
Explain the File Menu and CX options features and their usage
Learner
Practitioner
Learner
Learner
Practitioner
Learner
Practitioner
Learner
Recommended Training
Training Options
Recommended Documentation
Oracle Documentation
Recommended Documentation
Product tutorials
Oracle RightNow Service Cloud Product Tutorials
Datasheets and white papers
Oracle.com sources
Oracle RightNow Cloud Service 2016 Implementation Essentials Exam Study Guide
Getting Started | Target Audience | Exam Topics | Training Options |
Exam Details per Topic | Exam Registration Details | Additional Resources
page 9 of 17
Sample Questions
What Configuration Setting specifies the text that will be displayed on the endusers chat window to identify an agent?
A. AGENT_ID
B. AGENT_NAME
C. EGW_DEFAULT_FIRST_NAME
D. EGW_AGENT_NAME
Your client wants system time formats to display hours in 24-hour format. For
example, 1 PM=13. In Configuration Settings, what code should be included to
display hours in 24-hour format?
A. %I
B. %H
C. %HH
D. %HH24
E. %h
F. %hh
G. %hh24
You have to create incident rules to search text strings in email incidents for
your client. You want to minimize the number of rules you have to write and
want to use the logical expressions to group like IF conditions.
What is the maximum number of IF conditions that you can have inside of a
single incident rule?
A. 10
B. 15
C. 20
D. 25
E. 30
F. 35
Your client would like to forward multiple email addresses into the service
mailbox of their site and would like you to interrogate every email incident for
specific addresses and route them to individual queues to be addressed by
agents.
What two configuration settings must be enabled to allow you to search for the
email address that the email was actually sent to?
A. EGW_AR_CONS_HEAD_FLTR
Oracle RightNow Cloud Service 2016 Implementation Essentials Exam Study Guide
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Exam Details per Topic | Exam Registration Details | Additional Resources
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B. EGW_ENABLED
C. EGW_REPLY_REGEX
D. EGW_SAVE_EMAIL_HEADERS
E. EGW_SAVE_ORIG_MESSAGE
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Level
Practitioner
Practitioner
Recommended Training
Training Options
Recommended Documentation
Oracle Documentation
Recommended Documentation
Product tutorials
Oracle RightNow Service Cloud Product Tutorials
Datasheets and white papers
Oracle.com sources
Sample Questions
When using a web browser component in a report the search button allows you
to...
A. Search the text in the web page.
B. Change the URL of the page displayed.
C. Search for a different report.
D. Change the page thats opened by default.
Your customer would like to display an integer field as a decimal, which two
options enable you to configure that.
A. Use the to_decimal function.
B. Use the to_currency function.
C. Create a new currency with no symbol.
D. Use the to_number function.
Oracle RightNow Cloud Service 2016 Implementation Essentials Exam Study Guide
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Exam Details per Topic | Exam Registration Details | Additional Resources
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Topic 6: Feedback/Surveys
Objective
Level
Practitioner
Recommended Training
Training Options
Recommended Documentation
Oracle Documentation
Recommended Documentation
Product tutorials
Oracle RightNow Service Cloud Product Tutorials
Datasheets and white papers
Oracle.com sources
Sample Questions
Your customer would like to have a survey presented at the end of a guid on
their knowledgebase, what survey types can be used for this?
A. Polling Survey.
B. Website Link Survey.
C. Transactional Survey.
D. Broadcast Survey
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Exam Details per Topic | Exam Registration Details | Additional Resources
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Level
Practitioner
Practitioner
Recommended Training
Training Options
Recommended Documentation
Oracle Documentation
Recommended Documentation
Product tutorials
Oracle RightNow Service Cloud Product Tutorials
Datasheets and white papers
Oracle.com sources
Sample Questions
Your customer would like to have all information exchanged to not be stored in the
database. Which configuration verb will enable this request.
A. INC_PRIVATE_TRANSCRIPT_ONLY
B. QUESTION_ENABLED
C. OFF_THE_RECORD_TRANSCRIPT
D. PURGE_CS_SESSION_SUMMARY
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Exam Details per Topic | Exam Registration Details | Additional Resources
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Level
Practitioner
Learner
Practitioner
Recommended Training
Training Options
Recommended Documentation
Oracle Documentation
Recommended Documentation
Product tutorials
Oracle RightNow Service Cloud Product Tutorials
Datasheets and white papers
Oracle.com sources
Sample Questions
Your customer has made a mistake and would like to roll back their customer
portal deployment to an older version. They would like to go back to the
deployment that occurred 7 days ago. Since you do deployments every night
you need to go roll back 7 deployments.
What is the maximum number of deployment roll backs that can occur in
production?
Oracle RightNow Cloud Service 2016 Implementation Essentials Exam Study Guide
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A. 1
B. 2
C. 3
D. 4
E. 5
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Exam Details per Topic | Exam Registration Details | Additional Resources
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Additional Resources
Oracle RightNow Cloud Service 2016 Implementation Essentials Exam Study Guide
Getting Started | Target Audience | Exam Topics | Training Options |
Exam Details per Topic | Exam Registration Details | Additional Resources
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