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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

2. You customer has added a new interface and requests that you set up three navigation sets and associate them with three profiles.
You log in with your original credentials and add the navigation sets.
When you edit the profile and select the dropdown for the new navigation set you don't see the navigation sets you just added.
Why can't you see the navigation set that should be displayed?

A) The interface was not installed correctly.
B) The profile doesn't have permission to the new interface.
C) You added the navigation set in the wrong interface.
D) You forgot to set the permission in the navigation set for the new interface.

3. Your customer has two different types of end customers that will be visiting their knowledgebase website.
The types are "public customers" and "registered customers".
They would like to present additional knowledgebase answers to the registered customers.
Choose the two statements required to set up this type of environment.

A) Set up an access level without customer visibility and assign it to the registered customer answers.
B) Ensure registered customers in to the knowledgebase website and are assigned a service level with the access level to their account.
C) Create a special public answer status for the registered customer answers.
D) Create special Products and Categories for the registered customer answers.
E) Set up an access level without customer visibility and assign it to all the customer answers.

4. Your customer has five different incidents queues:
-Help -Tier 2 -Escaped -Accounting -VIP The Help and VIP queues have the quickest response goals.
Which two configurations will ensure that an agent's profile pulls incidents assigned these queues first using a single agent profile?

A) Add all five queues to the agent's profile with Helper and VIP being the first two in the list.
B) Add all five queues to the agent's profile.
C) Use the Strict Priority Pull Policy
D) Create an agent profile to only work these two queues.
E) Use the First Due Pull Policy

5. Your customer has linked products and dispositions together on their site. On the agent's incident workspace the list of dispositions is not being filtered.
Select the two actions that will assist in troubleshooting this issue.

A) The client has not refreshed the incident in the incident workspace.
B) The enable product disposition linking is not selected.
C) The Auto Build product disposition links is not selected.
D) Your customer's agents must log out and log back in.
E) The incident workspace does not have a filter workspace rule assigned.

Solutions: