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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer would like some changes to be made in the incident workspace. Which three changes can be made by using workspace functionality?

A) Right justify all field labels on the workspace
B) Focus on a specific workspace tab based on the value of a custom field.
C) Copy the value in the Queue menu to a custom field.
D) Conditionally hide specific product items based on the logged in staff account's profile.
E) Change the color of the Banner Flag based on the incident's severity.

2. Select the six actions that initiate the business rules engine to run its configured logic.

A) An administrator compiles the rules engine.
B) A customer updates their contact details via the end-user pages.
C) An agent edits contacts, incidents, organizations, or tasks.
D) The rules engine is updated.
E) An agent edits an opportunity.
F) An agent creates or edits an answer.
G) A customer adds more information to their incident via the end-user pages
H) A customer asks a question on the end user portal.

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

4. 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) 32
B) 34
C) 28
D) 36
E) 38
F) 40
G) 30

5. Your customer would like to have the default search report (Answers - Complex Expression Search Default) on their customer portal page altered with the following requirements.
-They want the New and Update tags to be displayed for only 7 days. -They want to display the Answer's score.
Identify the two options that will enable you to complete the requirements.

A) Update the configuration settings of ANS_NEW_INC_DURATION and ANS_UPD_INC_DURATION.
B) Change the variables for $new and $updated.
C) Insert the score (solved count) columns.
D) Unhide the computed score (solved) column.
E) Delete the exceptions for New and Updated.

Solutions: