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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer would like some changes to be made in the incident workspace. Which three changes can be made by using workspace functionality?

A) Change the color of the Banner Flag based on the incident's severity.
B) Conditionally hide specific product items based on the logged in staff account's profile.
C) Focus on a specific workspace tab based on the value of a custom field.
D) Right justify all field labels on the workspace
E) Copy the value in the Queue menu to a custom field.

2. Your customer wants you to separate their contact records by development.
You determine that to enable this functionality, you need to implement a new custom field, and that the field will need to be available to agents to enter and maintain the values.
Select the four steps to accomplish this.

A) Create a "department" custom field in the incident table.
B) Create a "department" custom Field in the contact table.
C) Set the custom field data type to Text Field.
D) Add a name and a column name for the new custom field.
E) Create a navigation set that includes the "department" custom field.
F) Update the Context Workspace with the new "department" custom field.

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

4. Referring to custom fields in the system, identify the column identifier that indicates it is a custom field.

A) CO$
B) $C
C) CF$
D) C$
E) RN$

5. Your customer was reviewing published answers in their knowledgebase.
They noticed that several of the answers had irrelevant answers listed in the "Answers other found helpful" section of the answer detail page.
What step is required to eliminate the individual irrelevant answers?

A) Remove the related answers widget from the Customer Portal page.
B) Delete the irrelevant answers from Sibling Answers.
C) Remove the irrelevant answers from manually related answers.
D) Block the irrelevant answers from Learned Links.

Solutions: