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Updated: Jun 02, 2026
No. of Questions: 80 Questions & Answers with Testing Engine
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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
1. 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) 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.
B) Create alias and thesaurus entries with the correct target search terms.
C) Verify that all selections of the target answer(s) contain the search terms you're looking for.
D) Create entries for the word and its syntax in the dictionary file.
E) Update the answer keywords
2. 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 E
B) Exhibit C
C) Exhibit B
D) Exhibit D
E) Exhibit A
3. How many levels can Products, Categories, and Dispositions have in each hierarchy?
A) 5
B) 2
C) 4
D) 3
E) 6
4. Your customer has asked you to enable their system and agents to capture an order number.
The order number field is a nine-digit alphanumeric field.
They would also like their end customers to enter their own order number when asking a question on the customer portal pages.
Identify three steps to establish the field.
A) Select the Interface Visibility Marketing & Feedback to web form check box.
B) Create a custom field for Answer.
C) Create a custom field for Incident.
D) Set the data type for a custom field to Text Field.
E) Select the Interface Visibility End User - Read/Write check box.
F) Set the data type for a custom field to Menu.
5. In which two sections of the Customer Portal is the Guided Assistance widget available for end customers?
A) Ask a Question
B) The answers detail page
C) They are only available when using smart assistant
D) Any page the customer wants it placed
E) The popular answers list page
F) The answers list page only
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: E | Question # 4 Answer: C,D,E | Question # 5 Answer: B,D |
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