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Oracle 1Z0-465 Exam Syllabus Topics:

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 entries for the word and its syntax in the dictionary file.
B) 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.
C) Verify that all selections of the target answer(s) contain the search terms you're looking for.
D) Update the answer keywords
E) Create alias and thesaurus entries with the correct target search terms.

2. Your customer has five different incidents queues:
-Help -Tier 2 -Escaped -Accounting -VIP The Help and VIP queues have the quickest response goals.
Which two configurations will ensure that an agent's profile pulls incidents assigned these queues first using a single agent profile?

A) Create an agent profile to only work these two queues.
B) Use the First Due Pull Policy
C) Add all five queues to the agent's profile with Helper and VIP being the first two in the list.
D) Use the Strict Priority Pull Policy
E) Add all five queues to the agent's profile.

3. Your customer would like you to alter the create account page.

They would like you to change the following Items:
-Custom fields: (display only these two fields) -Contacts.free_trial (Not Required) -Contacts.contact_okay (Not required)
-Standard fields: -Contact.email_alt1(Required) -Contacts.email_alt2(Not required) -Contacts.ph_mobile(Not required) -Contacts.ph_home(Required) -Name (Not required)
Identify the option that correctly reflects the changes requested by the customer.

A) Option D
B) Option A
C) Option C
D) Option B

4. Identify the four guidelines that are relevant with regard to web accessibility.

A) Ensure all alternate text is unused.
B) Ensure color alone is not used to convey content.
C) Avoid background sound.
D) Support increased text sizes.
E) Ensure no underlined content exists.
F) Provide multiple methods for finding content.

5. You have created variables for your customer address to be used throughout their system
What three pieces of functionality will allow the use of these variables?

A) Incidents
B) Workflow
C) Agent Scripting
D) Answers
E) Standard text
F) Incident Rules

Solutions: