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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer would like you to alter the content and format of the emails that are sent to their end customers when response is sent.
Which three of your customer's requirements can be fulfilled through the use of interface configuration?

A) All emails sent must contain the response of the agent and not the customer's thread.
B) Incident messages shouldn't be sent.
C) All emails sent must have the incident reference number at the beginning of the subject.
D) All emails sent must be in HTML format.
E) Receipt messages shouldn't be sent.

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_ATTACH_WEIGHT
B) SRCH_BODY_WEIGHT
C) SRCH_CAT_WEIGHT
D) SRCH_DESC_WEIGHT
E) SRCH_KEY_WEIGHT
F) SRCH_PROD_WEIGHT
G) SRCH_SUBJECT_WEIGHT

3. You are updating the "Salesman" profile in a site where a new custom object has been created called CO.Salesman.
Your customer has requested their salesman to update record in this custom object.
What two settings in the "Salesmen" profile have to be updated to allow them access?

A) Add a workspace for the Salesmen custom object.
B) Custom Objects Tab: select the update check box for package Name "CO" and object name "Salesmen"
C) Service Tab: select the Add/Edit check box for incidents.
D) Custom Objects Tab: select the Read check box for package Name "CO" and object Name "Salesman".
E) Update the workspace for Opportunities.
F) Contacts Tab: Select the Edit check box for Sales.
G) Sales Tab: select the Edit check box opportunities.

4. Your customer is using standard statuses, status types, and the standard agent "My Inbox" report.
Which two incident status types will show up in the agent's "My Inbox" report?

A) Unresolved
B) Waiting
C) Updated
D) Solved

5. What is the maximum number of special characters that can be required in a password in addition to having lower and uppercase letters, two numbers, and a maximum character length of 10.

A) 5
B) 8
C) 6
D) 3
E) 1

Solutions: