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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. 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) C$
E) CF$

2. Your customer has asked you to create a report that shows all incidents opened within the past month.
The report should show the following columns:
-Number of incidents opened in the past month -Number of incidents opened in the past week -Number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns?

A) DECODE
B) IF
C) NVL
D) AVG
E) SUM

3. Your customer has previously allowed their end customers to be able to submit incidents only via an email mailbox into Outlook.
Now that they are developing Oracle RightNow CX Cloud Services and a Customer portal, they still need to allow emails to be submitted and have an incident created.
What two items must be enabled to meet this requirement?

A) EGW_ENABLED
B) EGW_AUTO_CONT_CREATE
C) EGW_SAVE_EMAIL_HEADERS
D) EGW_UPDATE_BY_CREATE
E) EGW_SECURE_UPDATE_ENABLED

4. Incident #120703-002539 was submitted on Tuesday, July 3, 2012 at 1:00 pm.

At what time the initial Response Due (incidents.rel_due) field be stamped using the response requirements shown?

A) Thursday, July 5, 2012 at 1:00 pm
B) Tuesday, July 3, 2012 at 9:00 pm
C) Saturday, July 7, 2012 at 12:00 pm
D) Thursday, July 5, 2012 at 12:00 pm
E) Wednesday, July 4, 2012 at 12:00 pm

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

Solutions: