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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. View the exhibits.


Your manager asks you to create a report that shows every Staff Account and how many open incidents have been assigned to them. Which report definition meets this criteria?

A) Exhibit C
B) Exhibit E
C) Exhibit D
D) Exhibit B
E) Exhibit A

2. Your customer has over a thousand answers in their knowledgebase.
The keyword search report shows that some end customers are searching, using a misspelled word returning zero results.
The client does not want to edit all the answers to fix this situation.
Choose the option that will fix your customer's issue.

A) Add the misspelled words to a custom field.
B) Add the misspelled words to the stop word list.
C) Add the misspelled words to the alias file.
D) Add the misspelled words to the answer keyword.

3. Which three actions must be performed in order to configure cloud Monitor?

A) Set up a Cloud Monitor search schedule.
B) Add or update a list of favorites.
C) Add or update profiles to include-Cloud Monitor permissions.
D) Add or update profiles to include permission to add themes and Clustering.
E) Add or update staff accounts to use profiles that include Cloud Monitor permissions.
F) Add or update navigation sets to include the Cloud Monitor navigation button and component

4. Your customer has asked you to create a report that will need to be sent to the executive management.
None of the receipts of this report has access to the system, and the same monthly report should be delivered to all recipients.
The management team frequently changes and your customer does not want to alter the report schedule after configuration.
After creating the report what two additional steps need to be taken?

A) Upgrade the permissions for the report to include the executive team.
B) Create a schedule record for the report.
C) Create a dashboard for the report.
D) Set the up staff accounts for the executive team.
E) Create and add the distribution list to the schedule.
F) Send a notification to the execution team that the report is available.

5. Your customer has team leads who are responsible for creating business rules and managing staff accounts. However, they should not be allowed to create or modify any profiles.
Which two options should be used to configure the Navigation Set for these team leads?

A) Create a navigation set that only has "Rules" and all "Staff Management" items in the configuration pane.
B) Keep the default Configuration items in the Configuration pane and let the profile handle this.
C) Add the Configuration items of Workspace/Workflows, Rules, and Staff Account by Group Report into the Home Tab and remove default Configuration pane.
D) Add the Configuration item of Rules, and Staff Account by Group report into Home Tab and remove the default Configuration pane.

Solutions: