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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. 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) AVG
B) NVL
C) IF
D) SUM
E) DECODE

2. Identify the four guidelines that are relevant with regard to web accessibility.

A) Ensure no underlined content exists.
B) Avoid background sound.
C) Provide multiple methods for finding content.
D) Support increased text sizes.
E) Ensure color alone is not used to convey content.
F) Ensure all alternate text is unused.

3. A client would like to edit a contact record and in addition add warranty Information.
Select the implementation steps required using the Custom object design below.

A) Insert the Warranties control into a tab in the Contact workspace.
B) Insert a report control and assign a Warranties report into a tab in the Contact workspace
C) Use the Warranties workspace and add the Contact control.
D) Insert the Warranties fields into the Contact workspace.

4. Your customer is using standard statuses, status types, and the standard agent "My Inbox" report.
Which two incident status types will show up in the agent's "My Inbox" report?

A) Solved
B) Waiting
C) Updated
D) Unresolved

5. Which three expressions use proper syntax?

A) Date_diff(incidents.closed, incidents.created)
B) Sum(if(incidents.status_id < > 2, 1, 0))
C) Avg(incidents.c&times_opened)
D) If(incidents.assign_group_id = 100460, 'With Support', 'Not with Suport')
E) If (incidents.assgn_acct_id IS NULL, 'Not Assigned', 0)

Solutions: