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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. 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) Look for the message in the receipt email body.
B) Run a message base report and search for the text string you want to change.
C) Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
D) Submit an incident to customer care.

2. Your customer would like a high, medium, or low severity level assigned to each incident. The agents will service the incidents using a queue representing each severity. Which option shows the minimum steps required to satisfy the requirements?

A) Create incident statuses and queues
B) Create incident severities
C) Create incident queues and severities
D) Create incident statuses, queues, and severities

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

4. Identify the three options available on the deployment screen in customer portal.

A) Production
B) Promote
C) Rollback
D) Develop
E) Stage

5. When using standard reports within the Analytics module there is a limit to what can be edited in each report.
Select the two items that are editable on a standard report.

A) Schedules
B) Graphs
C) Permissions
D) Non Selectable Filters
E) Column Headings
F) Report Heading

Solutions: