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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

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

2. You are creating several new standard bead entries and want to use variables in your standard text.
What is the difference between "Variable" and "$"?

A) Variable pulls in a dynamic value from the database and $ is a fixed variable.
B) Variable is a fixed value and $ pulls in a dynamic value from the database.
C) $ allows the agent to enter a value and Variable is a fixed value.
D) $ pulls in a dynamic value from the database and Variable allows the agent to enter a value.
E) Variable pulls in a dynamic value from the database and $ allows the agent to enter a value.

3. Your customer would like you to create a workflow following these requirements:
Requirement 1: The workflow will allow the agent to switch between workspaces by clicking the "Select Workspace" button.
Requirement 2: The agent can launch the script both within the workspace as well as by leaving the workspace while still inside the workflow.
Requirement 3: The workflow must capture all phone data provided to the agent in their desktop softphone application.
-DSN -ANI -Language -Exit reason -Transfer From -Transfer Notes
Requirement 4: If a contact record exists, the workflow must load the contact found as the contact for the incident.
Requirement 5: If a contact record is not found, the contact will be created with all the data captured from softphone.
Your customer is not willing to purchase or deploy custom objects to manage any data coming from their CTI integration.
Identify which three requirements can be accomplished through the use of standard workflow/workspace functionality.

A) Requirement 3
B) Requirement 4
C) Requirement 5
D) Requirement 1
E) Requirement 2

4. Your customer has asked you to create a report that will need to be sent to the executive management.
None of the receipts of this report has access to the system, and the same monthly report should be delivered to all recipients.
The management team frequently changes and your customer does not want to alter the report schedule after configuration.
After creating the report what two additional steps need to be taken?

A) Set the up staff accounts for the executive team.
B) Send a notification to the execution team that the report is available.
C) Create a dashboard for the report.
D) Upgrade the permissions for the report to include the executive team.
E) Create a schedule record for the report.
F) Create and add the distribution list to the schedule.

5. 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_SUBJECT_WEIGHT
B) SRCH_BODY_WEIGHT
C) SRCH_CAT_WEIGHT
D) SRCH_ATTACH_WEIGHT
E) SRCH_KEY_WEIGHT
F) SRCH_DESC_WEIGHT
G) SRCH_PROD_WEIGHT

Solutions: