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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. You have created variables for your customer address to be used throughout their system
What three pieces of functionality will allow the use of these variables?

A) Workflow
B) Standard text
C) Answers
D) Agent Scripting
E) Incidents
F) Incident Rules

2. 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) Jowl
C) Chin
D) Oral
E) Cheek
F) Palate
G) Mouth

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

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

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

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

5. Select the two statements that describe reasons why you would link products to categories.

A) It simplifies reporting on answers and incidents products and categories
B) It allows filtered product and category lists when creating answers
C) It allows filtering of product and category menus on customer portal pages
D) It allows filtering of product and category menus on incident workspaces

Solutions: