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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Which three expressions use proper syntax?

A) Sum(if(incidents.status_id < > 2, 1, 0))
B) If(incidents.assign_group_id = 100460, 'With Support', 'Not with Suport')
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. Which incident field is designed to be used by your customer to standardize tracking of how incidents are resolved?

A) Severity
B) Disposition
C) Source
D) Response Message
E) SLA Instance

3. Your customer's site consists of four business units using four different interfaces.
To avoid any configuration changes affecting other business units they have created four test environments for all system changes to be deployed and tested for each business unit before moving and changes into production.
Following the standard deployment method, how many deployments (excluding the copy between environments) must take place for the changes to be live in production, if they are customer portal changes for each of the four interfaces on each of the four environments?

A) 30
B) 32
C) 28
D) 38
E) 36
F) 40
G) 34

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

5. Your customer's "Chat Survey Score" report contains valid records; however all of the average scores to be zero.
What two steps will correct this?

A) Add values to the Score field in the Survey Questions.
B) Change the Survey questions to a Matrix type.
C) Ensure the survey's questions are included In the "Chat Survey Score" report.
D) Change the format of the Average Score.
E) Refresh the Chat Survey report.
F) Update the Filters in the report.

Solutions: