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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer would like you to alter the content and format of the emails that are sent to their end customers when response is sent.
Which three of your customer's requirements can be fulfilled through the use of interface configuration?

A) All emails sent must contain the response of the agent and not the customer's thread.
B) Incident messages shouldn't be sent.
C) Receipt messages shouldn't be sent.
D) All emails sent must have the incident reference number at the beginning of the subject.
E) All emails sent must be in HTML format.

2. Your customer would like you to alter the create account page.

They would like you to change the following Items:
-Custom fields: (display only these two fields) -Contacts.free_trial (Not Required) -Contacts.contact_okay (Not required)
-Standard fields: -Contact.email_alt1(Required) -Contacts.email_alt2(Not required) -Contacts.ph_mobile(Not required) -Contacts.ph_home(Required) -Name (Not required)
Identify the option that correctly reflects the changes requested by the customer.

A) Option B
B) Option D
C) Option C
D) Option A

3. 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) The agents cannot get to the pages where they can end the script.
B) There are no script beginning and ending buttons enabled for the script pages.
C) There are no return events listed in the incident workflow for the script to use.
D) There are no exit or finished events being triggered on the script pages.

4. Your customer ships packages directly to customers using a track able shipping method.
When an order is shipped, a tracking number is saved in an incident custom field.
In order to quickly respond to customer's questions about shipping status, your customer has requested that a hyperlink control be available on the incident workspace that will load the tracking details of the package associated with the incident when clicked.
The custom field details are below:
-Name: Tracking ID -Data Type: Text Field -Usage: Plain Text -Default Value: Null -Size of Field: 13 -Column Name: tracking_id -Custom Field ID: 87 The URL customer has provided for tracking is https://widgetshippers.com/trackyourpackage?id=
Of the available options, select the one that satisfies your customer's request.

A) https://widgetshippers.com/trackyourpackage?id=$p_icf_87
B) https://widgetshippers.com/trackyourpackage?:id=incidents.c$tracking_id
C) https://widgetshippers.com/trackyourpackage?id=incidents.c$tracking_id
D) https://widgetshippers.com/trackyourpackage?id=c$tracking_id
E) https://widgetshippers.com/trackyourpackage?id=$icf_c&tracking_id

5. Your customer runs a 24/7 call center and has a policy starting that incidents that agent's solved by the end of an agent's shift should be moved out of that agent's inbox to be worked by another active agent.
Which two actions will accomplish this?

A) Create a workspace rule that sets the Assigned field to null when an agent logs out.
B) The agent does a multi-edit update for all incidents in their inbox and changes the assigned field to full.
C) Add a business rule that when an agent logs out, the Assigned field should be set to null for any unresolved incidents for that agent.
D) The agent reassigns each incident to another agent before they log off.

Solutions: