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Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Answer Management Administration | 18% | - Knowledge base components - Search priority words and dictionaries - Access levels and permissions |
| Topic 2: Site Configuration Administration | 20% | - Custom fields and objects - Service level agreements - Mailboxes and interface configuration - Business rules and standard text |
| Topic 3: RightNow Analytics | 8% | - Scheduled reports and dashboards - Standard and custom reports |
| Topic 4: Feedback, Chat & Customer Portal | 5% | - Surveys and feedback management - Customer Portal basics - Chat and co-browse configuration |
| Topic 5: Oracle RightNow Overview | 10% | - Purpose and components of Customer Experience |
| Topic 6: Application Appearance | 15% | - Customizable menus and agent workflow - Agent scripts - Workspaces and navigation sets |
| Topic 7: Staff Management | 12% | - Staff accounts and profiles - Password policies and security settings |
| Topic 8: Incident Management | 12% | - Guided assistance setup - Incident lifecycle and statuses |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
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. $ pulls in a dynamic value from the database and Variable allows the agent to enter a value.
- B. $ allows the agent to enter a value and Variable is a fixed value.
- C. Variable pulls in a dynamic value from the database and $ is a fixed variable.
- D. Variable pulls in a dynamic value from the database and $ allows the agent to enter a value.
- E. Variable is a fixed value and $ pulls in a dynamic value from the database.
Correct Answer: C 🗳️
Your customer would like to run incident report with up to five years of data on incidents and activity for a given agent regardless of whether an agent has left the company.
Your customer is not sure what they need to do to keep from deleting data for agents that have left the company.
Identify which option would allow your customer to administer the staff accounts to enable the reporting abilities they require.
- A. Permanently Disabled
- B. Reassign the old incidents to another staff accounts called Former Employee
- C. Disabled from Assignment
- D. Disabled from Assignment and Report Filters
- E. Do not disable, but lock the staff account
Correct Answer: C 🗳️
Your customer is using standard statuses, status types, and the standard agent "My Inbox" report.
Which two incident status types will show up in the agent's "My Inbox" report?
- A. Unresolved
- B. Updated
- C. Waiting
- D. Solved
Correct Answer: A,B 🗳️
Explanation: Only visible for Prep4cram members. You can sign-up / login (it's free).
Your customer is going to have three brand-related incident queues.
They need to do an order routing of incidents created through an email channel to different queues.
Identify the correct options to configure your routing rules for initial routing.
- A. Create a rule where if a subject contains the brand name, it should be routed to a brand queue.
- B. Create a rule to route to each brand queue from the corresponding service mailbox in the "initial" state.
- C. Create a rule where the sender's domain = a branch, route the incident to the matching brand.
- D. Create a rule to route to each brand queue from the corresponding service mailbox in the "progress" state.
Correct Answer: B 🗳️
A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for the follow up: #120728000001
A member of your support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it."
Which two actions will allow you to identify the correct message base item if you do not know which message base you need to edit?
- A. Run a message base report and search for the text string you want to change.
- B. Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
- C. Look for the message in the receipt email body.
- D. Submit an incident to customer care.
Correct Answer: A,B 🗳️
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