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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

Question 1

Your customer supports three different brands and needs to be able to send and receive emails using differently branded email.
The end customers may not know that the three brands are supported by the same company or that the Oracle RightNow CX Cloud Service is being used.
Identify the three configurations that must be made to enable this requirement.

A. Use the custhelp.com email address as the Reply To Address.
B. Create three service mailboxes on the console, and use SMTP forwarding from your customer's mail server.
C. Use your customer's branded email address as the Reply To address.
D. Use the Friendly From/Branded Address.
E. Use SMTP Forwarding from your customer's mail server to the default service mailbox.

Question 2

Your customer has five different incidents queues:
-Help -Tier 2 -Escaped -Accounting -VIP The Help and VIP queues have the quickest response goals.
Which two configurations will ensure that an agent's profile pulls incidents assigned these queues first using a single agent profile?

A. Add all five queues to the agent's profile with Helper and VIP being the first two in the list.
B. Add all five queues to the agent's profile.
C. Use the First Due Pull Policy
D. Use the Strict Priority Pull Policy
E. Create an agent profile to only work these two queues.

Question 3

Your customer wants you to separate their contact records by development.
You determine that to enable this functionality, you need to implement a new custom field, and that the field will need to be available to agents to enter and maintain the values.
Select the four steps to accomplish this.

A. Create a "department" custom field in the incident table.
B. Update the Context Workspace with the new "department" custom field.
C. Create a navigation set that includes the "department" custom field.
D. Create a "department" custom Field in the contact table.
E. Set the custom field data type to Text Field.
F. Add a name and a column name for the new custom field.

Question 4

Your customer has a complex workspace that has 60 + tabs, 100 + data fields and over 200 + rules that are fired based on agent actions for their different business functions.
Your customer has told you that their workspace is painfully slow and the call center agents cannot do their work.
The customer would like to keep using a single profile for all their agents to simplify administration.
You have condensed many of the rules in the workspace into named events to try and speed things up, but on the call center agents' workstations its still just too slow.
Which three options will speed up the agents' workspace?

A. Reduce the number of tabs that need to be rendered
B. Reduce the number of data fields on the workspace
C. Create workspace rules to hide unused tabs when the workspace loads.
D. Utilize a single workspace per business function and assign it to the profile
E. Utilize workflow to split the workspace into more than one

Question 5

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.

Solutions: