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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

2. Your customer's "Chat Survey Score" report contains valid records; however all of the average scores to be zero.
What two steps will correct this?

A) Update the Filters in the report.
B) Add values to the Score field in the Survey Questions.
C) Change the Survey questions to a Matrix type.
D) Change the format of the Average Score.
E) Refresh the Chat Survey report.
F) Ensure the survey's questions are included In the "Chat Survey Score" report.

3. 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) Updating the SLA will not automatically update the organization's SLA.
C) The SLA reports will need to be modified to use the new SLA.
D) You have not activated the rules so the updated SLAs are not being applied.

4. Your customer has over a thousand answers in their knowledgebase.
The keyword search report shows that some end customers are searching, using a misspelled word returning zero results.
The client does not want to edit all the answers to fix this situation.
Choose the option that will fix your customer's issue.

A) Add the misspelled words to the answer keyword.
B) Add the misspelled words to the stop word list.
C) Add the misspelled words to the alias file.
D) Add the misspelled words to a custom field.

5. Your customer has asked you to configure profiles for an Oracle RightNow CX Cloud Service
Engine implementation.
Your customer's requirements:
-There will be two queues.
-All incidents will be pulled by the agents.
-Delivery is based on the due date assigned to the incident.
-No agent will be allowed to work on more than five incidents at a time.
Select two configurations needed to accomplish this.

A) Set Pull Policy to Manual
B) Set Pull Quantity to 5
C) Set Pull Policy to Strict priority
D) Set Pull Quantity to 2
E) Set Inbox Limit to 5
F) Set Inbox Limit to 2
G) Set Pull Policy to First Due

Solutions: