Opn Exam Study Guide RN Functional 2844181

Oracle RightNow Cloud Service 2016 Implementation
Essentials Exam Study Guide
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:
Candidates should have 3-8 Oracle RightNow CX Cloud Service implementations.

Participants should possess good knowledge of key technologies like: Advanced/intermediate CRM/CX
experience; Create & implement functional configuration design; Experience in Oracle RightNow CX projects
or at least one other Oracle product family and or other CRM/CX product implementation experience; Deep
knowledge of general Customer Experience practices and guidelines (multiple languages or geographies);
Proven ability to understand relational databases.
Deep experience in at least one other Oracle product family is highly recommended.
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
page 2 of 17
Levels of Knowledge
Each exam topic contains objectives and each objective is categorized as either a learner or practitioner level of
knowledge.
Learner items test foundational grasp and

require product comprehension (not
recognition or memorization).
Example:
Practitioner items present on-the-job

scenarios and require the ability to: integrate
and apply knowledge in new contexts, analyze
and troubleshoot complex issues, and solve
problems.
Example:
When setting up price list modifiers in Advanced Pricing, which

three steps must be completed in order to successfully activate
surcharge and price break features?
1) You are creating price list modifiers in Advanced Pricing.

Your customer has three requirements: X, Y, Z. Identify the two
steps that must be completed in order to meet those requirements.
2) You are running a two-instance database with six redo logs
defined. You decide to add a third thread to support a third
database instance, on the third node of the cluster.
Using command line administration, which two commands will
you execute to achieve this?
page 3 of 17
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
Oracle University Training
Oracle University - Oracle Service Cloud (RightNow) Landing Page
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.
page 4 of 17
Exam Details per Topic

This section covers details associated to all exam topics such as: exam topics overview, objectives, levels of knowledge,
recommended trainings and sample questions. Specialization exams include all application functionalities not only the
most frequently used ones.
Topic 1: Application Appearance

Objective
Level
Create and implement Workspaces
Practitioner
Create and implement Navigation Sets
Practitioner
Create Customizable Menus
Practitioner
Create Agent Workflows
Practitioner
Create Agent scripts within the Scripts Explorer
Practitioner
Training Options
Product tutorials
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
page 5 of 17
Topic 2: Staff Management

Objective
Level
Create Profiles
Create Staff Accounts
Describe Password configurations and their functions
Practitioner
Practitioner
Learner
Training Options
Product tutorials
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
page 6 of 17
D. Twitter channel
E. Workspaces \ Workflows
F. Reports
page 7 of 17
Topic 3: Answer Management

Objective
Level
Describe typical answer management components and usage
Manage Search Priority Words
Create and manage Word List Files and the Dictionary
Practitioner
Create and manage Access Levels
Practitioner
Learner
Practitioner
Training Options
Product tutorials
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
page 8 of 17
Topic 4: Site Configuration Admin

Objective
Level
Describe Custom Fields and their usage
Create Business Rules
Explain Standard Text and its application
Learner
Explain Service Variables and their application
Learner
Create and manage Service Level Agreements
Practitioner
Configure Cloud Monitor
Practitioner
Configure Custom Objects
Practitioner
Describe incident management
Manage Message Bases
Practitioner
Manage the System Configuration settings
Practitioner
Explain Mailboxes and their usage
Configure Message Templates and System Interface configurations
Explain Product, Category, and Disposition usage
Create and manage Guided Assistance and its application
Explain the File Menu and CX options features and their usage
Learner
Practitioner
Learner
Learner
Practitioner
Learner
Practitioner
Learner
Training Options
Product tutorials
Oracle.com sources
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
page 10 of 17
B. EGW_ENABLED
C. EGW_REPLY_REGEX
D. EGW_SAVE_EMAIL_HEADERS
E. EGW_SAVE_ORIG_MESSAGE
page 11 of 17
Topic 5: RightNow Analytics

Objective
Level
Create and configure Custom Reports
Create and manage Scheduled Reports
Practitioner
Practitioner
Training Options
Product tutorials
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.
page 12 of 17
Topic 6: Feedback/Surveys
Objective
Level
Create and manage Surveys and Mailings
Practitioner
Training Options
Product tutorials
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
page 13 of 17
Topic 7: Chat & Co-Browse

Objective
Level
Create and manage Chat configurations and rules
Create and manage Co-Browse configurations
Practitioner
Practitioner
Training Options
Product tutorials
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
page 14 of 17
Topic 8: Customer Portal

Objective
Level
Customize and manage Templates, Pages, and Themes
Describe Customer Portal deployment protocols
Customize and manage Tags, Widgets, and Assets
Practitioner
Learner
Practitioner
Training Options
Product tutorials
Oracle.com sources
Sample Questions
Your customer has insisted on having an interface for customer portal in a

language that is not natively supported by Oracle.
Though you can change all the labels in customer portal and in the
messagebases you know that some things just will not work as they should in a
supported language.
Which 3 of these will not function as they should on a supported language?
A. Chat widgets
B. Smart Assistant
C. Knowledge Search widgets
D. Polling widgets
E. Answer display position
F. Search Suggestions
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?
page 15 of 17
A. 1
B. 2
C. 3
D. 4
E. 5
page 16 of 17
Exam Registration Details

Full exam preparation details are available on the exam page Oracle RightNow Cloud Service 2016 Implementation
Essentials (1Z0-325), including learning objectives, number of questions, time allowance, pricing and languages
available.
The OPN Certified Specialist Exams appointments are available worldwide at Pearson VUE Testing Centers.
Reservations can be made via phone or online.
Candidates must have an Oracle Web Account to access CertView and check their exam results. In order to have their
certifications reflected on OPN Competency Center, both CertView and Pearson Vue accounts must be updated with the
current OPN Company ID. Your Company ID can be obtained by contacting your local Oracle Partner Business Center
or by signing in to your OPN account.
Additional Resources
Oracle RightNow Cloud Service Knowledge Zone

Oracle RightNow Cloud Service Specialization
OPN Guided Learning Paths & Assessments
OPN Certified Specialist Exam Study Guides
page 17 of 17

Opn Exam Study Guide RN Functional 2844181

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Oracle RightNow Cloud Service 2016 Implementation

Essentials Exam Study Guide

Candidates should have 3-8 Oracle RightNow CX Cloud Service implementations.

Learner items test foundational grasp and

Practitioner items present on-the-job

When setting up price list modifiers in Advanced Pricing, which

1) You are creating price list modifiers in Advanced Pricing.

Oracle University Training

Oracle University - Oracle Service Cloud (RightNow) Landing Page

Exam Details per Topic

Topic 1: Application Appearance

Create and implement Workspaces

Create and implement Navigation Sets

Create Customizable Menus

Create Agent Workflows

Create Agent scripts within the Scripts Explorer

Topic 2: Staff Management

Create Staff Accounts

Describe Password configurations and their functions

Topic 3: Answer Management

Describe typical answer management components and usage

Manage Search Priority Words

Create and manage Word List Files and the Dictionary

Create and manage Access Levels

Topic 4: Site Configuration Admin

Describe Custom Fields and their usage

Create Business Rules

Explain Standard Text and its application

Explain Service Variables and their application

Create and manage Service Level Agreements

Configure Cloud Monitor

Configure Custom Objects

Describe incident management

Manage Message Bases

Manage the System Configuration settings

Explain Mailboxes and their usage

Configure Message Templates and System Interface configurations

Explain Product, Category, and Disposition usage

Create and manage Guided Assistance and its application

Topic 5: RightNow Analytics

Create and configure Custom Reports

Create and manage Scheduled Reports

Create and manage Surveys and Mailings

Topic 7: Chat & Co-Browse

Create and manage Chat configurations and rules

Create and manage Co-Browse configurations

Topic 8: Customer Portal

Customize and manage Templates, Pages, and Themes

Describe Customer Portal deployment protocols

Customize and manage Tags, Widgets, and Assets

Your customer has insisted on having an interface for customer portal in a

Exam Registration Details

Oracle RightNow Cloud Service Knowledge Zone

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