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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. You have created an add-in that utilizes the SOAP API, and uploaded it to the agent desktop and the incident workspace so that agents can access your custom product registration table.
The agents are getting an error when trying to use the add-in.
Which three permissions are required for an Agent to use an add-in an incident workspace?

A) Custom Object Read
B) Object Designer
C) Custom Object Create
D) Account Authentication
E) Session Authentication

2. Your customer wants to put the information in the "answer" section of their knowledgebase article as more important than the information in the "subject" section.
What two system configuration settings can be modified to increase the value of the phrases in the "answer" versus the "subject" during a search from either customer portal of the agent desktop?

A) SRCH_DESC_WEIGHT
B) SRCH_SUBJECT_WEIGHT
C) SRCH_BODY_WEIGHT
D) SRCH_KEY_WEIGHT
E) SRCH_PROD_WEIGHT
F) SRCH_CAT_WEIGHT
G) SRCH_ATTACH_WEIGHT

3. Your customer's "Chat Survey Score" report contains valid records; however all of the average scores to be zero.
What two steps will correct this?

A) Ensure the survey's questions are included In the "Chat Survey Score" report.
B) Refresh the Chat Survey report.
C) Change the format of the Average Score.
D) Update the Filters in the report.
E) Change the Survey questions to a Matrix type.
F) Add values to the Score field in the Survey Questions.

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

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

Solutions: