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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer has asked that all incidents be "scanned" for words that may revolve around product defects and injures so that they can alert their risk management team of any possible product issues or liability. The customer accepts that 100% accuracy is not available, and accepts that they will be false positives and a margin for error.
They have provided you he following words to be "scanned":
-Mouth -Jaw -Cheek -Jowl -Chin
-Oral
-Palate
The customer requires the following:
-Match whole words only
-All valid words must be preceded with a space.
-All valid words must be spelled correctly.
-All words must be directly followed by a meta character in this list:
-, {comma}
-. {period}
-' {single quote}
-" {double quote}
-; {semi colon}
-: {colon}
-{space}
-! {exclamation point}
-? {question mark}
-& {ampersand}
You decide to use a regular expression to search for these words in all incoming emails.
^mouth [ , | . | ' | " | ; | : | | ! | ? | & ] | \ jaw [| , | . | ' | " | : | ! | &] | \ cheek [ , | ' | ; | : | | ! | ? | &] | \
jowl [ , | . | ' | ; | | !| ? | &] | \ chin$ [ , | . | ' | " | ; | | ! | ? | & ] | \ oral [ , | . | ' | " | : | | ? | & ] | \ pallate [
, | . | ' | " | : | | ! | ? | &] | \
Identify the three words that will be correctly matched to this regular expression.

A) Palate
B) Jowl
C) Oral
D) Mouth
E) Cheek
F) Chin
G) Jaw

2. View the exhibits.


Your manager asks you to create a report that shows every Staff Account and how many open incidents have been assigned to them. Which report definition meets this criteria?

A) Exhibit D
B) Exhibit B
C) Exhibit E
D) Exhibit C
E) Exhibit A

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

4. Incident #120703-002539 was submitted on Tuesday, July 3, 2012 at 1:00 pm.

At what time the initial Response Due (incidents.rel_due) field be stamped using the response requirements shown?

A) Saturday, July 7, 2012 at 12:00 pm
B) Wednesday, July 4, 2012 at 12:00 pm
C) Thursday, July 5, 2012 at 1:00 pm
D) Tuesday, July 3, 2012 at 9:00 pm
E) Thursday, July 5, 2012 at 12:00 pm

5. 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) Do not use a theme, and implement templates dynamically.
B) Use a single template across all Customer Portal pages, and implement themes dynamically.
C) Do not use a template, and implement themes dynamically.
D) Use a single theme across all Customer Portal pages, and implement templates dynamically.

Solutions: