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Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident Management | 12% | - Guided assistance setup - Incident lifecycle and statuses |
| Topic 2: Answer Management Administration | 18% | - Search priority words and dictionaries - Knowledge base components - Access levels and permissions |
| Topic 3: Feedback, Chat & Customer Portal | 5% | - Surveys and feedback management - Customer Portal basics - Chat and co-browse configuration |
| Topic 4: Staff Management | 12% | - Password policies and security settings - Staff accounts and profiles |
| Topic 5: Site Configuration Administration | 20% | - Service level agreements - Custom fields and objects - Mailboxes and interface configuration - Business rules and standard text |
| Topic 6: RightNow Analytics | 8% | - Scheduled reports and dashboards - Standard and custom reports |
| Topic 7: Oracle RightNow Overview | 10% | - Purpose and components of Customer Experience |
| Topic 8: Application Appearance | 15% | - Workspaces and navigation sets - Agent scripts - Customizable menus and agent workflow |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
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 pulls in a dynamic value from the database and $ is a fixed variable.
- B. $ allows the agent to enter a value and Variable is a fixed value.
- C. Variable is a fixed value and $ pulls in a dynamic value from the database.
- 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.
Correct Answer: A 🗳️
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 an incident custom field to identify the customer's incident type of help.
- C. Use the product field to identify the services and the disposition field to identify the customer's incident type of help.
- D. Use the product field to identify the services and the category field to identify the customer's incident type of help.
Correct Answer: B,D 🗳️
Your customer has over a thousand answers in their knowledgebase.
The keyword search report shows that some end customers are searching, using a misspelled word returning zero results.
The client does not want to edit all the answers to fix this situation.
Choose the option that will fix your customer's issue.
- A. Add the misspelled words to a custom field.
- B. Add the misspelled words to the stop word list.
- C. Add the misspelled words to the alias file.
- D. Add the misspelled words to the answer keyword.
Correct Answer: C 🗳️
Explanation: Only visible for Actual4Exams members. You can sign-up / login (it's free).
A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for the follow up: #120728000001
A member of your support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it."
Which two actions will allow you to identify the correct message base item if you do not know which message base you need to edit?
- A. Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
- B. Submit an incident to customer care.
- C. Look for the message in the receipt email body.
- D. Run a message base report and search for the text string you want to change.
Correct Answer: A,D 🗳️
Your customer has previously allowed their end customers to be able to submit incidents only via an email mailbox into Outlook.
Now that they are developing Oracle RightNow CX Cloud Services and a Customer portal, they still need to allow emails to be submitted and have an incident created.
What two items must be enabled to meet this requirement?
- A. EGW_UPDATE_BY_CREATE
- B. EGW_AUTO_CONT_CREATE
- C. EGW_SAVE_EMAIL_HEADERS
- D. EGW_ENABLED
- E. EGW_SECURE_UPDATE_ENABLED
Correct Answer: B,D 🗳️
Explanation: Only visible for Actual4Exams members. You can sign-up / login (it's free).
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