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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Incident #120703-002539 was submitted on Tuesday, July 3, 2012 at 1:00 pm.

At what time the initial Response Due (incidents.rel_due) field be stamped using the response requirements shown?

A) Thursday, July 5, 2012 at 1:00 pm
B) Saturday, July 7, 2012 at 12:00 pm
C) Thursday, July 5, 2012 at 12:00 pm
D) Wednesday, July 4, 2012 at 12:00 pm
E) Tuesday, July 3, 2012 at 9:00 pm

2. View the exhibits.


Your manager asks you to create a report that shows every Staff Account and how many open incidents have been assigned to them. Which report definition meets this criteria?

A) Exhibit C
B) Exhibit D
C) Exhibit E
D) Exhibit A
E) Exhibit B

3. Your customer has five active agents, one agent profile, three products, and three incident queues (queue1, queue2, and queue3).
Their incidents are directed to each queue based on their three products.
Each product is assigned a unique queue.
The priority of queue to be worked are queue 1, queue2, and queue3.
Identify which two items will solve this problem.

A) Change the pull policy for the agent profile to ""First Due.
B) Change the full policy for the agent profile to manual and instruct at least one of the agents to pull queue3.
C) Create an escalation rule for the agent profile to "First Due".
D) Create a new agent profile that has a reverse queue order and assign at least one agent to the new profile.

4. 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) Jowl
C) Oral
D) Jaw
E) Mouth
F) Chin
G) Palate

5. When using standard reports within the Analytics module there is a limit to what can be edited in each report.
Select the two items that are editable on a standard report.

A) Permissions
B) Non Selectable Filters
C) Graphs
D) Report Heading
E) Schedules
F) Column Headings

Solutions: