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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer is a printing company and every knowledgebase article contains the word "print.
Which configuration will enable end customer searches to return a single knowledge article result when searching with "print"?

A) Add "print" using the stop word editor and add "print" to a search priority word and assign one answer.
B) Add "print" to only one knowledgebase article keyword and add "print" to a search priority word and assign multiple answers.
C) Add "print" using the Stop word editor and add "print" to the alias file.
D) Add "print" using the stop word editor and add "print" to only one knowledgebase article keyword

2. Your customer would like you to alter the content and format of the emails that are sent to their end customers when response is sent.
Which three of your customer's requirements can be fulfilled through the use of interface configuration?

A) All emails sent must be in HTML format.
B) Incident messages shouldn't be sent.
C) All emails sent must contain the response of the agent and not the customer's thread.
D) Receipt messages shouldn't be sent.
E) All emails sent must have the incident reference number at the beginning of the subject.

3. 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

4. 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

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

A) Add or update staff accounts to use profiles that include Cloud Monitor permissions.
B) Set up a Cloud Monitor search schedule.
C) Add or update profiles to include-Cloud Monitor permissions.
D) Add or update profiles to include permission to add themes and Clustering.
E) Add or update navigation sets to include the Cloud Monitor navigation button and component
F) Add or update a list of favorites.

Solutions: