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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

2. Select the two statements that describe reasons why you would link products to categories.

A) It allows filtered product and category lists when creating answers
B) It allows filtering of product and category menus on incident workspaces
C) It simplifies reporting on answers and incidents products and categories
D) It allows filtering of product and category menus on customer portal pages

3. Your customer wants to put the information in the "answer" section of their knowledgebase article as more important than the information in the "subject" section.
What two system configuration settings can be modified to increase the value of the phrases in the "answer" versus the "subject" during a search from either customer portal of the agent desktop?

A) SRCH_PROD_WEIGHT
B) SRCH_CAT_WEIGHT
C) SRCH_BODY_WEIGHT
D) SRCH_DESC_WEIGHT
E) SRCH_SUBJECT_WEIGHT
F) SRCH_ATTACH_WEIGHT
G) SRCH_KEY_WEIGHT

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

5. Your customer has a single Service level Agreement and applies the service Level Agreement called Reseller when a contact is a reseller of their services.
These end customers often have their own ticketing system, and in order to capture the reseller's ticket number, the customer has requested that their Ask page be upgraded to include an External Ticket Number custom field only when the logged in contact has a Service level Agreement that only a reseller would have.
Which two widgets or tags are used to complete your customer's request?

A) Use the "Field" tag with the "name" attribute.
B) Use the "FormInput" widget.
C) Use the "Conditional" tag with an "sla" attribute.
D) Use the "FormInputCustom" widget.
E) Use the "FormSubmit" widget.

Solutions: