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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

Question 1

Your customer wants to set a disposition and add specific standard text item automatically based on a given endpoint within guided Assistant path info the response thread.
What are the two steps required to complete this request?

A. Use Agent Workflow to populate the disposition and populate the standard text based on the named event in the guide.
B. Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
C. Create a Named Event to fire each end point of the Guide.
D. Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required on the incident workplace.
E. Use an Incident Business rule to fire a named event and populate the standard text to the message thread.

Question 2

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

Question 3

Your customer has two different types of end customers that will be visiting their knowledgebase website.
The types are "public customers" and "registered customers".
They would like to present additional knowledgebase answers to the registered customers.
Choose the two statements required to set up this type of environment.

A. Create special Products and Categories for the registered customer answers.
B. Set up an access level without customer visibility and assign it to the registered customer answers.
C. Ensure registered customers in to the knowledgebase website and are assigned a service level with the access level to their account.
D. Create a special public answer status for the registered customer answers.
E. Set up an access level without customer visibility and assign it to all the customer answers.

Question 4

During requirements gathering, your customer determines that since they will be directing customers to support pages from their website, they would like the default Home page to be removed.
Which three of the available options are required to complete this requirement?

A. Delete the home.php file from the customer portal site.
B. Upgrade the site.css file to remove references to the Home page.
C. Remove the "Home page" navigation option from the template file.
D. Update the config verb CP_HOME_URL.
E. Update the config verb CP_Login_URL

Question 5

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

Solutions: