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Oracle 1Z0-465 Q&A - in .pdf
- Exam Code: 1Z0-465
- Exam Name: Oracle RightNow CX Cloud Service 2012 Essentials
- Q & A: 80 Questions and Answers
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- Exam Code: 1Z0-465
- Exam Name: Oracle RightNow CX Cloud Service 2012 Essentials
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About Oracle RightNow CX Cloud Service 2012 Essentials - 1Z0-465 Exam
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Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Administration and Configuration | - Site configuration and settings - User management and roles - Workflow and business rules |
| Reporting and Analytics | - Analytics dashboards - Standard reports usage |
| Agent Desktop and Service Interaction | - Incident management - Customer interaction handling - Task and queue management |
| RightNow CX Cloud Service Overview | - Service cloud concepts and terminology - Core architecture and components |
| Knowledge Management | - Knowledge base structure - Search optimization and usage - Content creation and publishing |
| Integration and Customization | - Customization options and tools - Integration concepts and APIs |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
Question #1
Your customer has requested a workflow with the following requirements:
-All workflows have a return event that allows users to exit the workflow -Every return event leads to a wrap up script that is positioned just before the incident workspace -Every exit takes the agent to the incident workspace -There is a "return to script" button on the workspace to take the agent to a workspace listing all
available scripts.
Identify the requirement that could not be met.
- A. The workflow must take the agent to an incident workspace to finish their work.
- B. The agent can exit any script in the workflow, go to the workspace, and return to the script page that they originally left from.
- C. The workflow must allow the agent to restart the workflow from the ending Initial workspace.
- D. There must be a single script that all agents see to finish their conversation with the end customer.
Answer: B
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Question #2
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. Custom Objects Tab: select the Read check box for package Name "CO" and object Name "Salesman".
- C. Service Tab: select the Add/Edit check box for incidents.
- D. Contacts Tab: Select the Edit check box for Sales.
- E. Add a workspace for the Salesmen custom object.
- F. Update the workspace for Opportunities.
- G. Custom Objects Tab: select the update check box for package Name "CO" and object name "Salesmen"
Answer: E,G
Question #3
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. Set the data type for a custom field to Text Field.
- B. Select the Interface Visibility Marketing & Feedback to web form check box.
- C. Select the Interface Visibility End User - Read/Write check box.
- D. Create a custom field for Answer.
- E. Create a custom field for Incident.
- F. Set the data type for a custom field to Menu.
Answer: A,C,E
Question #4
Identify the three options available on the deployment screen in customer portal.
- A. Production
- B. Stage
- C. Develop
- D. Promote
- E. Rollback
Answer: B,D,E
Question #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 "FormInputCustom" widget.
- B. Use the "FormInput" widget.
- C. Use the "Conditional" tag with an "sla" attribute.
- D. Use the "FormSubmit" widget.
- E. Use the "Field" tag with the "name" attribute.
Answer: C,E
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