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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
1. View the Exhibit.
Your customer has "Gold" level SLAs being applied to organization automatically with an organization rule.
After six months the business decides to reduce the turnaround time for the response.
Instead of responding in 24 hours yours agents need to respond to the end customers within the
business hours.
You modify the Gold SLA to reflect this change but you notice that the SLA reports are still using a
24 hours response time.
Which statement is correct?
A) Updating the SLA will not automatically update the organization's SLA.
B) The SLA reports will need to be modified to use the new SLA.
C) You have not activated the rules so the updated SLAs are not being applied.
D) Your site has been corrupted with "Ghost" SLAs (See Exhibit).
2. Your customer has over a thousand answers in their knowledgebase.
The keyword search report shows that some end customers are searching, using a misspelled word returning zero results.
The client does not want to edit all the answers to fix this situation.
Choose the option that will fix your customer's issue.
A) Add the misspelled words to the answer keyword.
B) Add the misspelled words to the alias file.
C) Add the misspelled words to a custom field.
D) Add the misspelled words to the stop word list.
3. 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 C
B) Option A
C) Option D
D) Option B
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 and add the distribution list to the schedule.
B) Create a dashboard for the report.
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 schedule record for the report.
F) Set the up staff accounts for the executive team.
5. How many levels can Products, Categories, and Dispositions have in each hierarchy?
A) 3
B) 5
C) 6
D) 2
E) 4
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: A,E | Question # 5 Answer: C |
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