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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. A client would like to edit a contact record and in addition add warranty Information.
Select the implementation steps required using the Custom object design below.

A) Insert the Warranties control into a tab in the Contact workspace.
B) Insert the Warranties fields into the Contact workspace.
C) Insert a report control and assign a Warranties report into a tab in the Contact workspace
D) Use the Warranties workspace and add the Contact control.

2. During requirements gathering, your customer determines that since they will be directing customers to support pages from their website, they would like the default Home page to be removed.
Which three of the available options are required to complete this requirement?

A) Delete the home.php file from the customer portal site.
B) Remove the "Home page" navigation option from the template file.
C) Update the config verb CP_HOME_URL.
D) Upgrade the site.css file to remove references to the Home page.
E) Update the config verb CP_Login_URL

3. Your customer has asked you to create a report that will need to be sent to the executive management.
None of the receipts of this report has access to the system, and the same monthly report should be delivered to all recipients.
The management team frequently changes and your customer does not want to alter the report schedule after configuration.
After creating the report what two additional steps need to be taken?

A) Send a notification to the execution team that the report is available.
B) Upgrade the permissions for the report to include the executive team.
C) Create a schedule record for the report.
D) Create a dashboard for the report.
E) Set the up staff accounts for the executive team.
F) Create and add the distribution list to the schedule.

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 would like you to create a workflow following these requirements:
Requirement 1: The workflow will allow the agent to switch between workspaces by clicking the "Select Workspace" button.
Requirement 2: The agent can launch the script both within the workspace as well as by leaving the workspace while still inside the workflow.
Requirement 3: The workflow must capture all phone data provided to the agent in their desktop softphone application.
-DSN -ANI -Language -Exit reason -Transfer From -Transfer Notes
Requirement 4: If a contact record exists, the workflow must load the contact found as the contact for the incident.
Requirement 5: If a contact record is not found, the contact will be created with all the data captured from softphone.
Your customer is not willing to purchase or deploy custom objects to manage any data coming from their CTI integration.
Identify which three requirements can be accomplished through the use of standard workflow/workspace functionality.

A) Requirement 5
B) Requirement 1
C) Requirement 3
D) Requirement 4
E) Requirement 2

Solutions: