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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer has performed a search on the knowledgebase and has stated that they are getting strange results. Every time they search for the word "widget" the correct answer appears as the 10th answer on the search results and not at the top of the first page.
How can you increase the value of the word "widget" In the knowledgebase search results?

A) Set the display position to "Fix at top."
B) Assign all products and categories to the knowledgebase answer.
C) Add the search term to the keyword field of the knowledgebase answer.
D) Set the display position to "Place at top."

2. Your customer has asked you to fulfill a list of requirements for their incident workspace.
The customer has explained that the following constraints will be place.
-All incidents received will via a web from that your customer manages which is automatically forwarded to the Oracle Rightnow CX Service mail server. -All incident data will be formatted exactly in the same manner in each email using the following
format: -Last Name -First Name -Product -Serial Number -Question
Requirements:
-Create a tab with "Risk Management" data consisting of custom fields and custom object data, and hide it from all standard agents. -If the serial number is greater than 500000 set the value of the custom field "Risk Management"
Yes. -Capture the "Product" field from the email and populate the product in the incidents.prod_id field. -Capture the Last and First names from the email and populate the product contact.last_name
and contacts.first_name fields. -Create tabs for each product linking to the product information page on your customer's web site. -Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.
They have asked that no customization be part of the new workspace.
Identify the three requirements that are met using standard product features within the workspace.

A) Capture the Last and First names from the email and populate the product in the contact.last_name and contacts.first_name fields.
B) Create tabs for each product linking to the product information page on the customer's web site.
C) Capture the "Product" field from the email and populate the product in the incidents.prod_id field.
D) Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.
E) If the serial number is greater than 500000 set the value of the custom field "Risk management" = Yes
F) Create a tab with "Risk management" data consisting of custom fields and custom object data, and hide it from all standard agents.

3. Your customer has asked that all of the knowledge base answers be updated with new address and contact details.
There are about 500 answers existing to date and your client informs that they will be moving again at the end of the year and do not have the man power to keep this up to date on an ongoing basis.
Your client has three interfaces for each of their lines business that will all have different information.
What do you tell your client to configure?

A) Search for all answers with the address and update them.
B) Create a standard text to include the new addresses and update all the answers to include it.
C) Create variable and update all answers to include it.
D) Call support and have them run a search and replace on the database.

4. You are creating several new standard bead entries and want to use variables in your standard text.
What is the difference between "Variable" and "$"?

A) Variable is a fixed value and $ pulls in a dynamic value from the database.
B) $ allows the agent to enter a value and Variable is a fixed value.
C) Variable pulls in a dynamic value from the database and $ is a fixed variable.
D) Variable pulls in a dynamic value from the database and $ allows the agent to enter a value.
E) $ pulls in a dynamic value from the database and Variable allows the agent to enter a value.

5. 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) Create a custom field for Incident.
B) Select the Interface Visibility Marketing & Feedback to web form check box.
C) Create a custom field for Answer.
D) Set the data type for a custom field to Text Field.
E) Set the data type for a custom field to Menu.
F) Select the Interface Visibility End User - Read/Write check box.

Solutions: