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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. When an incident is opened, your customer would like to have different workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page.
When designing the workflow used to complete this requirement, which three elements are necessary?

A) Load
B) Decision
C) Workspace
D) Set Fields
E) Entry Point

2. Your customer has asked that all incidents be "scanned" for words that may revolve around product defects and injures so that they can alert their risk management team of any possible product issues or liability. The customer accepts that 100% accuracy is not available, and accepts that they will be false positives and a margin for error.
They have provided you he following words to be "scanned":
-Mouth -Jaw -Cheek -Jowl -Chin
-Oral
-Palate
The customer requires the following:
-Match whole words only
-All valid words must be preceded with a space.
-All valid words must be spelled correctly.
-All words must be directly followed by a meta character in this list:
-, {comma}
-. {period}
-' {single quote}
-" {double quote}
-; {semi colon}
-: {colon}
-{space}
-! {exclamation point}
-? {question mark}
-& {ampersand}
You decide to use a regular expression to search for these words in all incoming emails.
^mouth [ , | . | ' | " | ; | : | | ! | ? | & ] | \ jaw [| , | . | ' | " | : | ! | &] | \ cheek [ , | ' | ; | : | | ! | ? | &] | \
jowl [ , | . | ' | ; | | !| ? | &] | \ chin$ [ , | . | ' | " | ; | | ! | ? | & ] | \ oral [ , | . | ' | " | : | | ? | & ] | \ pallate [
, | . | ' | " | : | | ! | ? | &] | \
Identify the three words that will be correctly matched to this regular expression.

A) Jaw
B) Jowl
C) Palate
D) Cheek
E) Mouth
F) Oral
G) Chin

3. Identify the seven data types that are available as custom fields.

A) Multi Select Menu
B) Currency
C) Text Area
D) Menu
E) Date Field
F) Integer
G) Float
H) Yes/No
I) Text Field
J) Date/Time

4. How many levels can Products, Categories, and Dispositions have in each hierarchy?

A) 4
B) 5
C) 6
D) 3
E) 2

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: