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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer would like to run incident report with up to five years of data on incidents and activity for a given agent regardless of whether an agent has left the company.
Your customer is not sure what they need to do to keep from deleting data for agents that have left the company.
Identify which option would allow your customer to administer the staff accounts to enable the reporting abilities they require.

A) Disabled from Assignment
B) Do not disable, but lock the staff account
C) Reassign the old incidents to another staff accounts called Former Employee
D) Disabled from Assignment and Report Filters
E) Permanently Disabled

2. Which example requires the use of a one to many, parent child custom object application?

A) Your customer wants to keep track of all the cars the end customers drive.
B) Your customer wants to keep track of the end customer's Customer identification Number
C) Your customer has stated that they want to report on end customers that have similar attributes.
D) Your customer has stated that they want to track when end customers are contacted by sales associates.

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

4. Which three expressions use proper syntax?

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

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

Solutions: