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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Identify which option describes a valid use of the disposition field.

A) Describe the status of the customer question
B) Describe the topic of knowledgebase answers
C) Describe the classification of incidents
D) The customer selected the nature of the question

2. Your customer wants to put the information in the "answer" section of their knowledgebase article as more important than the information in the "subject" section.
What two system configuration settings can be modified to increase the value of the phrases in the "answer" versus the "subject" during a search from either customer portal of the agent desktop?

A) SRCH_BODY_WEIGHT
B) SRCH_DESC_WEIGHT
C) SRCH_KEY_WEIGHT
D) SRCH_ATTACH_WEIGHT
E) SRCH_SUBJECT_WEIGHT
F) SRCH_PROD_WEIGHT
G) SRCH_CAT_WEIGHT

3. Your customer would like a high, medium, or low severity level assigned to each incident. The agents will service the incidents using a queue representing each severity. Which option shows the minimum steps required to satisfy the requirements?

A) Create incident queues and severities
B) Create incident statuses, queues, and severities
C) Create incident statuses and queues
D) Create incident severities

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

5. Your customer is editing a contact workspace that is the parent of a object customer. They do not see the child custom object information.
Select the three areas to check to verify that the condition is correct.

A) The custom object has a relationship with the parent.
B) The custom object has workspace permissions.
C) The profile has custom object permissions.
D) The custom object has an associated workspace.
E) The custom object was deployed.

Solutions: