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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. You are creating several new standard bead entries and want to use variables in your standard text.
What is the difference between "Variable" and "$"?

A) Variable pulls in a dynamic value from the database and $ is a fixed variable.
B) Variable is a fixed value and $ pulls in a dynamic value from the database.
C) $ pulls in a dynamic value from the database and Variable allows the agent to enter a value.
D) Variable pulls in a dynamic value from the database and $ allows the agent to enter a value.
E) $ allows the agent to enter a value and Variable is a fixed value.

2. Your customer is a printing company and every knowledgebase article contains the word "print.
Which configuration will enable end customer searches to return a single knowledge article result when searching with "print"?

A) Add "print" to only one knowledgebase article keyword and add "print" to a search priority word and assign multiple answers.
B) Add "print" using the Stop word editor and add "print" to the alias file.
C) Add "print" using the stop word editor and add "print" to only one knowledgebase article keyword
D) Add "print" using the stop word editor and add "print" to a search priority word and assign one answer.

3. Your customer wants to put the information in the "answer" section of their knowledgebase article as more important than the information in the "subject" section.
What two system configuration settings can be modified to increase the value of the phrases in the "answer" versus the "subject" during a search from either customer portal of the agent desktop?

A) SRCH_PROD_WEIGHT
B) SRCH_CAT_WEIGHT
C) SRCH_DESC_WEIGHT
D) SRCH_KEY_WEIGHT
E) SRCH_BODY_WEIGHT
F) SRCH_ATTACH_WEIGHT
G) SRCH_SUBJECT_WEIGHT

4. Your customer has five active agents, one agent profile, three products, and three incident queues (queue1, queue2, and queue3).
Their incidents are directed to each queue based on their three products.
Each product is assigned a unique queue.
The priority of queue to be worked are queue 1, queue2, and queue3.
Identify which two items will solve this problem.

A) Create a new agent profile that has a reverse queue order and assign at least one agent to the new profile.
B) Change the pull policy for the agent profile to ""First Due.
C) Change the full policy for the agent profile to manual and instruct at least one of the agents to pull queue3.
D) Create an escalation rule for the agent profile to "First Due".

5. A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for the follow up: #120728000001
A member of your support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it."
Which two actions will allow you to identify the correct message base item if you do not know which message base you need to edit?

A) Submit an incident to customer care.
B) Run a message base report and search for the text string you want to change.
C) Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
D) Look for the message in the receipt email body.

Solutions: