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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer would like to have the default search report (Answers - Complex Expression Search Default) on their customer portal page altered with the following requirements.
-They want the New and Update tags to be displayed for only 7 days. -They want to display the Answer's score.
Identify the two options that will enable you to complete the requirements.

A) Delete the exceptions for New and Updated.
B) Unhide the computed score (solved) column.
C) Insert the score (solved count) columns.
D) Change the variables for $new and $updated.
E) Update the configuration settings of ANS_NEW_INC_DURATION and ANS_UPD_INC_DURATION.

2. Your client has VIP customers (all of which have a custom contact field of VIP to 'Yes'). They want to offer these customers a higher priority service on Chat.
You intend to do this with a VIP queue.
Which three steps do you also need to perform?

A) Create a rule to set an SLA.
B) Move the VIP queue to the top of the top queue list.
C) Create chat rules so that contacts with the VIP field set to 'Yes' are quoted to the VIP queue.
D) Add the VIP queue to the profile of the agents that are taking chats.
E) Create incident rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.
F) Set the Pull Policy to manual.

3. Identify the seven data types that are available as custom fields.

A) Date Field
B) Date/Time
C) Text Field
D) Integer
E) Float
F) Currency
G) Yes/No
H) Multi Select Menu
I) Text Area
J) Menu

4. When an incident is opened, your customer would like to have different workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page.
When designing the workflow used to complete this requirement, which three elements are necessary?

A) Decision
B) Load
C) Workspace
D) Entry Point
E) Set Fields

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

Solutions: