Oracle RightNow CX Cloud Service 2012 Essentials : 1Z0-465 exam

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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. You are creating several new standard bead entries and want to use variables in your standard text.
What is the difference between "Variable" and "$"?

A) $ allows the agent to enter a value and Variable is a fixed value.
B) $ pulls in a dynamic value from the database and Variable allows the agent to enter a value.
C) Variable pulls in a dynamic value from the database and $ allows the agent to enter a value.
D) Variable pulls in a dynamic value from the database and $ is a fixed variable.
E) Variable is a fixed value and $ pulls in a dynamic value from the database.

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

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

3. Your customer is editing a contact workspace that is the parent of a object customer. They do not see the child custom object information.
Select the three areas to check to verify that the condition is correct.

A) The custom object was deployed.
B) The custom object has a relationship with the parent.
C) The custom object has workspace permissions.
D) The profile has custom object permissions.
E) The custom object has an associated workspace.

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

5. Your customer wants to implement a new business process. They have given you these requirements:
-All contacts when created will have the contacts.c$free_trial custom field set to NO (default in no
value). -All contacts will be added to organization = "Temp". -All contacts with contacts.c$free_trial = "Yes" will have an opportunity created that is assigned to
"agent 1", with a status = "Lead" and territory = EMA - United Kingdom.
Identify the three minimum rule types to be configured to meet the requirement.

A) Incident Rule
B) Task Rules
C) Organization Rules
D) Contact Rules
E) Chat Rules
F) Opportunity Rules
G) Survey Rules

Solutions: