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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. In which two sections of the Customer Portal is the Guided Assistance widget available for end customers?

A) The popular answers list page
B) The answers detail page
C) Ask a Question
D) They are only available when using smart assistant
E) The answers list page only
F) Any page the customer wants it placed

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

3. Within the password configuration settings what does the grace period control?

A) The number of days before a manager is noticed of a locked account
B) The number of days a notice is sent to the user before his password expires
C) The number of days after a password expires that the user can still log in before the account is locked
D) The number of days after an account is locked when the user can request an online reset of his password

4. Your customer would like a high, medium, or low severity level assigned to each incident. The agents will service the incidents using a queue representing each severity. Which option shows the minimum steps required to satisfy the requirements?

A) Create incident queues and severities
B) Create incident severities
C) Create incident statuses and queues
D) Create incident statuses, queues, and severities

5. Which three expressions use proper syntax?

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

Solutions: