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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

Question #1
Your customer wants agents to automatically receive an incident private note that explains how to handle specific responses from customers.
These incidents would be identified by specific terms in the subject line.
Select three steps needed to accomplish this.

A. Add a workspace rule that checks for identified terms in the subject line.
B. Use an Incident Business Rule to append standard text to the uncommitted response buffer.
C. Create Standard Text with instructions.
D. Add the Standard Text as Private Note to Thread in the workspace rule.
E. Use an Incident Business Rule to append standard text to Customer Thread.

Question #2
You are updating the "Salesman" profile in a site where a new custom object has been created called CO.Salesman.
Your customer has requested their salesman to update record in this custom object.
What two settings in the "Salesmen" profile have to be updated to allow them access?

A. Contacts Tab: Select the Edit check box for Sales.
B. Custom Objects Tab: select the update check box for package Name "CO" and object name "Salesmen"
C. Service Tab: select the Add/Edit check box for incidents.
D. Add a workspace for the Salesmen custom object.
E. Custom Objects Tab: select the Read check box for package Name "CO" and object Name "Salesman".
F. Update the workspace for Opportunities.
G. Sales Tab: select the Edit check box opportunities.

Question #3

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

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

Question #4
When using standard reports within the Analytics module there is a limit to what can be edited in each report.
Select the two items that are editable on a standard report.

A. Permissions
B. Report Heading
C. Graphs
D. Non Selectable Filters
E. Schedules
F. Column Headings

Question #5
View the Exhibit.

Your customer has "Gold" level SLAs being applied to organization automatically with an organization rule.
After six months the business decides to reduce the turnaround time for the response.
Instead of responding in 24 hours yours agents need to respond to the end customers within the
business hours.
You modify the Gold SLA to reflect this change but you notice that the SLA reports are still using a
24 hours response time.
Which statement is correct?

A. You have not activated the rules so the updated SLAs are not being applied.
B. Updating the SLA will not automatically update the organization's SLA.
C. The SLA reports will need to be modified to use the new SLA.
D. Your site has been corrupted with "Ghost" SLAs (See Exhibit).

Solutions: