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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

2. 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_PROD_WEIGHT
C) SRCH_CAT_WEIGHT
D) SRCH_ATTACH_WEIGHT
E) SRCH_KEY_WEIGHT
F) SRCH_DESC_WEIGHT
G) SRCH_BODY_WEIGHT

3. Which three expressions use proper syntax?

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

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

5. Your customer would like to have the default search report (Answers - Complex Expression Search Default) on their customer portal page altered with the following requirements.
-They want the New and Update tags to be displayed for only 7 days. -They want to display the Answer's score.
Identify the two options that will enable you to complete the requirements.

A) Unhide the computed score (solved) column.
B) Change the variables for $new and $updated.
C) Update the configuration settings of ANS_NEW_INC_DURATION and ANS_UPD_INC_DURATION.
D) Insert the score (solved count) columns.
E) Delete the exceptions for New and Updated.

Solutions: