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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer wants you to separate their contact records by development.
You determine that to enable this functionality, you need to implement a new custom field, and that the field will need to be available to agents to enter and maintain the values.
Select the four steps to accomplish this.

A) Set the custom field data type to Text Field.
B) Create a navigation set that includes the "department" custom field.
C) Add a name and a column name for the new custom field.
D) Create a "department" custom Field in the contact table.
E) Create a "department" custom field in the incident table.
F) Update the Context Workspace with the new "department" custom field.

2. Your customer would like to run incident report with up to five years of data on incidents and activity for a given agent regardless of whether an agent has left the company.
Your customer is not sure what they need to do to keep from deleting data for agents that have left the company.
Identify which option would allow your customer to administer the staff accounts to enable the reporting abilities they require.

A) Reassign the old incidents to another staff accounts called Former Employee
B) Disabled from Assignment
C) Do not disable, but lock the staff account
D) Disabled from Assignment and Report Filters
E) Permanently Disabled

3.
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) Can include shortcuts to commonly used reports
C) Provides context-sensitive help
D) Contains shortcuts for adding records and items to the knowledge base

4. Which are two true statements about chat surveys?

A) When displaying a link to a chat survey, customer information cannot be linked back to the chat.
B) You can create a chat rule to pop up a transactional survey at the end of a chat.
C) Sending a link to a survey can only be done by the agent during or at the end of chat.
D) You can create a chat rule to email a transactional survey to the customer at the end of a chat.

5. In which two sections of the Customer Portal is the Guided Assistance widget available for end customers?

A) The answers detail page
B) They are only available when using smart assistant
C) The answers list page only
D) The popular answers list page
E) Ask a Question
F) Any page the customer wants it placed

Solutions: