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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

2. Your customer has performed a search on the knowledgebase and has stated that they are getting strange results. Every time they search for the word "widget" the correct answer appears as the 10th answer on the search results and not at the top of the first page.
How can you increase the value of the word "widget" In the knowledgebase search results?

A) Set the display position to "Place at top."
B) Add the search term to the keyword field of the knowledgebase answer.
C) Set the display position to "Fix at top."
D) Assign all products and categories to the knowledgebase answer.

3. After an implementation of a Chinese Knowledge base, your customer notices there are some search terms that are not found when searching through the knowledgebase under any use case.
You have verified that there are answers for the search terms being searched, but you also verify that answers are not being returned correctly.
Identify the configuration change you would make to mitigate this problem.

A) Update the answer keywords
B) Verify that all selections of the target answer(s) contain the search terms you're looking for.
C) Create alias and thesaurus entries with the correct target search terms.
D) Create hidden div tags inside the answer's question section to promote the matching of a given target search term that isn't being matched.
E) Create entries for the word and its syntax in the dictionary file.

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

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

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

Solutions: