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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. When an incident is opened, your customer would like to have different workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page.
When designing the workflow used to complete this requirement, which three elements are necessary?

A) Workspace
B) Entry Point
C) Set Fields
D) Decision
E) Load

2.
Which two statements are true about the Oracle RightNow CX Cloud Service Application button?

A) Provides quick access to any of the interfaces defined for your application
B) Contains shortcuts for adding records and items to the knowledge base
C) Provides context-sensitive help
D) Can include shortcuts to commonly used reports

3. Your customer is editing a contact workspace that is the parent of a object customer. They do not see the child custom object information.
Select the three areas to check to verify that the condition is correct.

A) The custom object has an associated workspace.
B) The custom object has a relationship with the parent.
C) The custom object has workspace permissions.
D) The custom object was deployed.
E) The profile has custom object permissions.

4. Your customer wants to measure agent performance based on feedback from their end customers.
If you end customer provides negative feedback, their incident needs to be reopened automatically. Identify three tasks to fulfill these requirements.

A) Set an incident business rule to send the survey when an incident is closed.
B) Create a new queue for unhappy customers.
C) Create a broadcast survey.
D) Create a report of survey responses.
E) Create a transactional survey.
F) Schedule a survey to run on a daily basis.
G) Assign score to the survey questions and set the status field based on the values of the responses.

5. 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

Solutions: