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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer wants to measure agent performance based on feedback from their end customers.
If you end customer provides negative feedback, their incident needs to be reopened automatically. Identify three tasks to fulfill these requirements.

A) Create a report of survey responses.
B) Create a transactional survey.
C) Set an incident business rule to send the survey when an incident is closed.
D) Schedule a survey to run on a daily basis.
E) Create a new queue for unhappy customers.
F) Create a broadcast survey.
G) Assign score to the survey questions and set the status field based on the values of the responses.

2. You have created variables for your customer address to be used throughout their system
What three pieces of functionality will allow the use of these variables?

A) Answers
B) Agent Scripting
C) Workflow
D) Incidents
E) Incident Rules
F) Standard text

3. 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) Create workspace rules to hide unused tabs when the workspace loads.
B) Reduce the number of tabs that need to be rendered
C) Reduce the number of data fields on the workspace
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

4. Your customer has asked you to enable their system and agents to capture an order number.
The order number field is a nine-digit alphanumeric field.
They would also like their end customers to enter their own order number when asking a question on the customer portal pages.
Identify three steps to establish the field.

A) Select the Interface Visibility Marketing & Feedback to web form check box.
B) Select the Interface Visibility End User - Read/Write check box.
C) Create a custom field for Incident.
D) Create a custom field for Answer.
E) Set the data type for a custom field to Menu.
F) Set the data type for a custom field to Text Field.

5. 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) Sales Tab: select the Edit check box opportunities.
B) Update the workspace for Opportunities.
C) Service Tab: select the Add/Edit check box for incidents.
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) Custom Objects Tab: select the Read check box for package Name "CO" and object Name "Salesman".
G) Add a workspace for the Salesmen custom object.

Solutions: