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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

2. Your customer wants to measure agent performance based on feedback from their end customers.
If you end customer provides negative feedback, their incident needs to be reopened automatically. Identify three tasks to fulfill these requirements.

A) Create a broadcast survey.
B) Set an incident business rule to send the survey when an incident is closed.
C) Create a new queue for unhappy customers.
D) Assign score to the survey questions and set the status field based on the values of the responses.
E) Schedule a survey to run on a daily basis.
F) Create a transactional survey.
G) Create a report of survey responses.

3. A client would like to edit a contact record and in addition add warranty Information.
Select the implementation steps required using the Custom object design below.

A) Use the Warranties workspace and add the Contact control.
B) Insert the Warranties control into a tab in the Contact workspace.
C) Insert the Warranties fields into the Contact workspace.
D) Insert a report control and assign a Warranties report into a tab in the Contact workspace

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

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

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

Solutions: