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

2. A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for the follow up: #120728000001
A member of your support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it."
Which two actions will allow you to identify the correct message base item if you do not know which message base you need to edit?

A) Submit an incident to customer care.
B) Run a message base report and search for the text string you want to change.
C) Look for the message in the receipt email body.
D) Identify the customer portal page that includes the text you want to change and identify the message base from within the code.

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

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) Jaw
B) Oral
C) Cheek
D) Jowl
E) Chin
F) Palate
G) Mouth

5. Your customer would like you to alter the create account page.

They would like you to change the following Items:
-Custom fields: (display only these two fields) -Contacts.free_trial (Not Required) -Contacts.contact_okay (Not required)
-Standard fields: -Contact.email_alt1(Required) -Contacts.email_alt2(Not required) -Contacts.ph_mobile(Not required) -Contacts.ph_home(Required) -Name (Not required)
Identify the option that correctly reflects the changes requested by the customer.

A) Option A
B) Option B
C) Option D
D) Option C

Solutions: