Oracle : 1Z0-465 Questions & Answers
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Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Administration and Configuration | - User management and roles - Site configuration and settings - Workflow and business rules |
| Topic 2: RightNow CX Cloud Service Overview | - Core architecture and components - Service cloud concepts and terminology |
| Topic 3: Knowledge Management | - Knowledge base structure - Content creation and publishing - Search optimization and usage |
| Topic 4: Integration and Customization | - Customization options and tools - Integration concepts and APIs |
| Topic 5: Reporting and Analytics | - Analytics dashboards - Standard reports usage |
| Topic 6: Agent Desktop and Service Interaction | - Task and queue management - Incident management - Customer interaction handling |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
Your customer's site consists of four business units using four different interfaces.
To avoid any configuration changes affecting other business units they have created four test environments for all system changes to be deployed and tested for each business unit before moving and changes into production.
Following the standard deployment method, how many deployments (excluding the copy between environments) must take place for the changes to be live in production, if they are customer portal changes for each of the four interfaces on each of the four environments?
- A. 32
- B. 34
- C. 38
- D. 36
- E. 30
- F. 40
- G. 28
Correct Answer: A 🗳️
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. Insert the score (solved count) columns.
- B. Change the variables for $new and $updated.
- C. Update the configuration settings of ANS_NEW_INC_DURATION and ANS_UPD_INC_DURATION.
- D. Delete the exceptions for New and Updated.
- E. Unhide the computed score (solved) column.
Correct Answer: A,C 🗳️
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Your customer requested that you create a new report and make it available in the agent's navigation set.
You create the report and add it to the agent's navigation set. However, the agents cannot see the new report.
Select three actions you must perform to identify the reason the report does not display for the agents.
- A. Review the filters in the report to ensure the Assign field selection is set to Logged In.
- B. Verify that profile permissions in Service has a check for "Read" under Incidents.
- C. Validate the Analytics permissions set for the report
- D. Check the Customize Navigation Sets selection.
- E. Request the agents to log off and log back on.
- F. Review the navigation set in the profile to ensure it matches the navigation set you updated.
Correct Answer: A,C,F 🗳️
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Your customer has created a new script and has deployed it to the agents in their call center within their incident workflow.
They have noticed an issue that all of their agents cannot end the script of the places that were designed to.
Identity the two reasons for this.
- A. There are no script beginning and ending buttons enabled for the script pages.
- B. The agents cannot get to the pages where they can end the script.
- C. There are no exit or finished events being triggered on the script pages.
- D. There are no return events listed in the incident workflow for the script to use.
Correct Answer: B,D 🗳️
Which are two true statements about chat surveys?
- A. You can create a chat rule to pop up a transactional survey at the end of a chat.
- B. You can create a chat rule to email a transactional survey to the customer at the end of a chat.
- C. When displaying a link to a chat survey, customer information cannot be linked back to the chat.
- D. Sending a link to a survey can only be done by the agent during or at the end of chat.
Correct Answer: A,B 🗳️
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