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Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Administration and Configuration | - User management and roles - Workflow and business rules - Site configuration and settings |
| Topic 2: Integration and Customization | - Integration concepts and APIs - Customization options and tools |
| Topic 3: Reporting and Analytics | - Standard reports usage - Analytics dashboards |
| Topic 4: RightNow CX Cloud Service Overview | - Service cloud concepts and terminology - Core architecture and components |
| Topic 5: Knowledge Management | - Knowledge base structure - Content creation and publishing - Search optimization and usage |
| Topic 6: Agent Desktop and Service Interaction | - Task and queue management - Customer interaction handling - Incident management |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
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 return events listed in the incident workflow for the script to use.
- B. There are no exit or finished events being triggered on the script pages.
- C. There are no script beginning and ending buttons enabled for the script pages.
- D. The agents cannot get to the pages where they can end the script.
Which example requires the use of a one to many, parent child custom object application?
- A. Your customer has stated that they want to track when end customers are contacted by sales associates.
- B. Your customer wants to keep track of the end customer's Customer identification Number
- C. Your customer has stated that they want to report on end customers that have similar attributes.
- D. Your customer wants to keep track of all the cars the end customers drive.
Explanation: Only visible for LatestCram members. You can sign-up / login (it's free).
Your customer wants to set a disposition and add specific standard text item automatically based on a given endpoint within guided Assistant path info the response thread.
What are the two steps required to complete this request?
- A. Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
- B. Use Agent Workflow to populate the disposition and populate the standard text based on the named event in the guide.
- C. Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required on the incident workplace.
- D. Create a Named Event to fire each end point of the Guide.
- E. Use an Incident Business rule to fire a named event and populate the standard text to the message thread.
Explanation: Only visible for LatestCram members. You can sign-up / login (it's free).
Which two statements are true about the Oracle RightNow CX Cloud Service Application button?
- A. Provides context-sensitive help
- B. Contains shortcuts for adding records and items to the knowledge base
- C. Can include shortcuts to commonly used reports
- D. Provides quick access to any of the interfaces defined for your application
You are updating the "Salesman" profile in a site where a new custom object has been created called CO.Salesman.
Your customer has requested their salesman to update record in this custom object.
What two settings in the "Salesmen" profile have to be updated to allow them access?
- A. Update the workspace for Opportunities.
- B. Sales Tab: select the Edit check box opportunities.
- C. Custom Objects Tab: select the Read check box for package Name "CO" and object Name "Salesman".
- D. Contacts Tab: Select the Edit check box for Sales.
- E. Custom Objects Tab: select the update check box for package Name "CO" and object name "Salesmen"
- F. Add a workspace for the Salesmen custom object.
- G. Service Tab: select the Add/Edit check box for incidents.
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