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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

Question 1

Your customer would like some changes to be made in the incident workspace. Which three changes can be made by using workspace functionality?

A. Focus on a specific workspace tab based on the value of a custom field.
B. Conditionally hide specific product items based on the logged in staff account's profile.
C. Copy the value in the Queue menu to a custom field.
D. Right justify all field labels on the workspace
E. Change the color of the Banner Flag based on the incident's severity.

Question 2

Your customer was reviewing published answers in their knowledgebase.
They noticed that several of the answers had irrelevant answers listed in the "Answers other found helpful" section of the answer detail page.
What step is required to eliminate the individual irrelevant answers?

A. Remove the related answers widget from the Customer Portal page.
B. Block the irrelevant answers from Learned Links.
C. Remove the irrelevant answers from manually related answers.
D. Delete the irrelevant answers from Sibling Answers.

Question 3

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

Question 4

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

Question 5

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

Solutions: