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Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: RightNow CX Cloud Service Overview | - Core architecture and components - Service cloud concepts and terminology |
| Topic 2: Reporting and Analytics | - Standard reports usage - Analytics dashboards |
| Topic 3: Agent Desktop and Service Interaction | - Task and queue management - Customer interaction handling - Incident management |
| Topic 4: Integration and Customization | - Integration concepts and APIs - Customization options and tools |
| Topic 5: Administration and Configuration | - Workflow and business rules - Site configuration and settings - User management and roles |
| Topic 6: Knowledge Management | - Content creation and publishing - Knowledge base structure - Search optimization and usage |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
Your customer requested that you create a new report and make it available in the agent's navigation set.
You create the report and add it to the agent's navigation set. However, the agents cannot see the new report.
Select three actions you must perform to identify the reason the report does not display for the agents.
- A. Request the agents to log off and log back on.
- B. Verify that profile permissions in Service has a check for "Read" under Incidents.
- C. Validate the Analytics permissions set for the report
- D. Review the filters in the report to ensure the Assign field selection is set to Logged In.
- E. Review the navigation set in the profile to ensure it matches the navigation set you updated.
- F. Check the Customize Navigation Sets selection.
Explanation: Only visible for Actual4Exams members. You can sign-up / login (it's free).
Identify the seven data types that are available as custom fields.
- A. Multi Select Menu
- B. Currency
- C. Text Area
- D. Menu
- E. Date Field
- F. Integer
- G. Float
- H. Yes/No
- I. Text Field
- J. Date/Time
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 "FormSubmit" widget.
- B. Use the "FormInput" widget.
- C. Use the "Conditional" tag with an "sla" attribute.
- D. Use the "FormInputCustom" widget.
- E. Use the "Field" tag with the "name" attribute.
Your customer has asked you to create a report that shows all incidents opened within the past month.
The report should show the following columns:
-Number of incidents opened in the past month -Number of incidents opened in the past week -Number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns?
- A. NVL
- B. DECODE
- C. IF
- D. SUM
- E. AVG
Explanation: Only visible for Actual4Exams members. You can sign-up / login (it's free).
Your customer's site consists of four business units using four different interfaces.
To avoid any configuration changes affecting other business units they have created four test environments for all system changes to be deployed and tested for each business unit before moving and changes into production.
Following the standard deployment method, how many deployments (excluding the copy between environments) must take place for the changes to be live in production, if they are customer portal changes for each of the four interfaces on each of the four environments?
- A. 40
- B. 36
- C. 38
- D. 34
- E. 30
- F. 28
- G. 32
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