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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Select the six actions that initiate the business rules engine to run its configured logic.

A) An agent edits contacts, incidents, organizations, or tasks.
B) A customer asks a question on the end user portal.
C) An administrator compiles the rules engine.
D) The rules engine is updated.
E) A customer updates their contact details via the end-user pages.
F) An agent edits an opportunity.
G) A customer adds more information to their incident via the end-user pages
H) An agent creates or edits an answer.

2. During requirements gathering, your customer determines that since they will be directing customers to support pages from their website, they would like the default Home page to be removed.
Which three of the available options are required to complete this requirement?

A) Update the config verb CP_Login_URL
B) Update the config verb CP_HOME_URL.
C) Remove the "Home page" navigation option from the template file.
D) Delete the home.php file from the customer portal site.
E) Upgrade the site.css file to remove references to the Home page.

3. Your customer is using standard statuses, status types, and the standard agent "My Inbox" report.
Which two incident status types will show up in the agent's "My Inbox" report?

A) Waiting
B) Solved
C) Unresolved
D) Updated

4. After an implementation of a Chinese Knowledge base, your customer notices there are some search terms that are not found when searching through the knowledgebase under any use case.
You have verified that there are answers for the search terms being searched, but you also verify that answers are not being returned correctly.
Identify the configuration change you would make to mitigate this problem.

A) Create hidden div tags inside the answer's question section to promote the matching of a given target search term that isn't being matched.
B) Update the answer keywords
C) Verify that all selections of the target answer(s) contain the search terms you're looking for.
D) Create entries for the word and its syntax in the dictionary file.
E) Create alias and thesaurus entries with the correct target search terms.

5. Your customer has asked you to create a report that will need to be sent to the executive management.
None of the receipts of this report has access to the system, and the same monthly report should be delivered to all recipients.
The management team frequently changes and your customer does not want to alter the report schedule after configuration.
After creating the report what two additional steps need to be taken?

A) Set the up staff accounts for the executive team.
B) Create and add the distribution list to the schedule.
C) Create a dashboard for the report.
D) Upgrade the permissions for the report to include the executive team.
E) Send a notification to the execution team that the report is available.
F) Create a schedule record for the report.

Solutions: