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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

2. 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.

3. Your customer has asked you to enable their system and agents to capture an order number.
The order number field is a nine-digit alphanumeric field.
They would also like their end customers to enter their own order number when asking a question on the customer portal pages.
Identify three steps to establish the field.

A) Select the Interface Visibility End User - Read/Write check box.
B) Set the data type for a custom field to Text Field.
C) Create a custom field for Answer.
D) Create a custom field for Incident.
E) Set the data type for a custom field to Menu.
F) Select the Interface Visibility Marketing & Feedback to web form check box.

4. Your customer would like you to create a workflow following these requirements:
Requirement 1: The workflow will allow the agent to switch between workspaces by clicking the "Select Workspace" button.
Requirement 2: The agent can launch the script both within the workspace as well as by leaving the workspace while still inside the workflow.
Requirement 3: The workflow must capture all phone data provided to the agent in their desktop softphone application.
-DSN -ANI -Language -Exit reason -Transfer From -Transfer Notes
Requirement 4: If a contact record exists, the workflow must load the contact found as the contact for the incident.
Requirement 5: If a contact record is not found, the contact will be created with all the data captured from softphone.
Your customer is not willing to purchase or deploy custom objects to manage any data coming from their CTI integration.
Identify which three requirements can be accomplished through the use of standard workflow/workspace functionality.

A) Requirement 4
B) Requirement 2
C) Requirement 1
D) Requirement 5
E) Requirement 3

5. 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

Solutions: