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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer has special business process where their agents will put incidents into a waiting status for a period of one week on a regular status basis.
Your customer would like these incidents to remain in the waiting status until the agent has finished researching the incidents(s).
Your customer does not want these incidents to close until 7 calendar days have passed.
Which configuration setting needs to be modified form its default value in order to prevent the system from closing the waiting incident automatically?

A) PURGE_DELETE_INCIDENTS
B) MYQ_REOPEN_DEADLINE
C) CI_WAITING_CALC_DAYS
D) DORMANT_INCIDENTS
E) CI_HOURS

2. After an implementation of a Chinese Knowledge base, your customer notices there are some search terms that are not found when searching through the knowledgebase under any use case.
You have verified that there are answers for the search terms being searched, but you also verify that answers are not being returned correctly.
Identify the configuration change you would make to mitigate this problem.

A) Create hidden div tags inside the answer's question section to promote the matching of a given target search term that isn't being matched.
B) Update the answer keywords
C) Create entries for the word and its syntax in the dictionary file.
D) Create alias and thesaurus entries with the correct target search terms.
E) Verify that all selections of the target answer(s) contain the search terms you're looking for.

3. Your customer has team leads who are responsible for creating business rules and managing staff accounts. However, they should not be allowed to create or modify any profiles.
Which two options should be used to configure the Navigation Set for these team leads?

A) Add the Configuration item of Rules, and Staff Account by Group report into Home Tab and remove the default Configuration pane.
B) Create a navigation set that only has "Rules" and all "Staff Management" items in the configuration pane.
C) Keep the default Configuration items in the Configuration pane and let the profile handle this.
D) Add the Configuration items of Workspace/Workflows, Rules, and Staff Account by Group Report into the Home Tab and remove default Configuration pane.

4. Incident #120703-002539 was submitted on Tuesday, July 3, 2012 at 1:00 pm.

At what time the initial Response Due (incidents.rel_due) field be stamped using the response requirements shown?

A) Tuesday, July 3, 2012 at 9:00 pm
B) Wednesday, July 4, 2012 at 12:00 pm
C) Thursday, July 5, 2012 at 12:00 pm
D) Saturday, July 7, 2012 at 12:00 pm
E) Thursday, July 5, 2012 at 1:00 pm

5. Your customer would like to classify their incidents by the hierarchy of services they provide, and will route customer web form incidents to agents according to the type of help selected and by service in the hierarchy.
Select the two statements that would satisfy these requirements.

A) Use the product field to identify the services and an incident custom field to identify the customer's incident type of help.
B) Use the category field to identify the customer's incident type of help, and an incident custom field to identify the services.
C) Use the product field to identify the services and the disposition field to identify the customer's incident type of help.
D) Use the product field to identify the services and the category field to identify the customer's incident type of help.

Solutions: