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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

2. Referring to custom fields in the system, identify the column identifier that indicates it is a custom field.

A) C$
B) CO$
C) RN$
D) CF$
E) $C

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

4. After an implementation of a Chinese Knowledge base, your customer notices there are some search terms that are not found when searching through the knowledgebase under any use case.
You have verified that there are answers for the search terms being searched, but you also verify that answers are not being returned correctly.
Identify the configuration change you would make to mitigate this problem.

A) Verify that all selections of the target answer(s) contain the search terms you're looking for.
B) Create hidden div tags inside the answer's question section to promote the matching of a given target search term that isn't being matched.
C) Update the answer keywords
D) Create alias and thesaurus entries with the correct target search terms.
E) Create entries for the word and its syntax in the dictionary file.

5. Identify which option describes a valid use of the disposition field.

A) The customer selected the nature of the question
B) Describe the status of the customer question
C) Describe the topic of knowledgebase answers
D) Describe the classification of incidents

Solutions: