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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Which three expressions use proper syntax?

A) If(incidents.assign_group_id = 100460, 'With Support', 'Not with Suport')
B) Sum(if(incidents.status_id < > 2, 1, 0))
C) Date_diff(incidents.closed, incidents.created)
D) Avg(incidents.c&times_opened)
E) If (incidents.assgn_acct_id IS NULL, 'Not Assigned', 0)

2. 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) Create alias and thesaurus entries with the correct target search terms.
C) Verify that all selections of the target answer(s) contain the search terms you're looking for.
D) Update the answer keywords
E) Create entries for the word and its syntax in the dictionary file.

3. Your customer has five different incidents queues:
-Help -Tier 2 -Escaped -Accounting -VIP The Help and VIP queues have the quickest response goals.
Which two configurations will ensure that an agent's profile pulls incidents assigned these queues first using a single agent profile?

A) Add all five queues to the agent's profile.
B) Use the First Due Pull Policy
C) Use the Strict Priority Pull Policy
D) Create an agent profile to only work these two queues.
E) Add all five queues to the agent's profile with Helper and VIP being the first two in the list.

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

5. You are updating the "Salesman" profile in a site where a new custom object has been created called CO.Salesman.
Your customer has requested their salesman to update record in this custom object.
What two settings in the "Salesmen" profile have to be updated to allow them access?

A) Update the workspace for Opportunities.
B) Add a workspace for the Salesmen custom object.
C) Service Tab: select the Add/Edit check box for incidents.
D) Custom Objects Tab: select the Read check box for package Name "CO" and object Name "Salesman".
E) Sales Tab: select the Edit check box opportunities.
F) Contacts Tab: Select the Edit check box for Sales.
G) Custom Objects Tab: select the update check box for package Name "CO" and object name "Salesmen"

Solutions: