Exam Name: Oracle RightNow CX Cloud Service 2012 Essentials
Certification Provider: Oracle
Corresponding Certification: Oracle Applications
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Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Integration and Customization | - Integration concepts and APIs - Customization options and tools |
| Topic 2: RightNow CX Cloud Service Overview | - Core architecture and components - Service cloud concepts and terminology |
| Topic 3: Administration and Configuration | - Workflow and business rules - User management and roles - Site configuration and settings |
| Topic 4: Reporting and Analytics | - Standard reports usage - Analytics dashboards |
| Topic 5: Agent Desktop and Service Interaction | - Task and queue management - Customer interaction handling - Incident management |
| Topic 6: Knowledge Management | - Knowledge base structure - Search optimization and usage - Content creation and publishing |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
Select the six actions that initiate the business rules engine to run its configured logic.
- A. An agent creates or edits an answer.
- B. The rules engine is updated.
- C. An agent edits an opportunity.
- D. A customer adds more information to their incident via the end-user pages
- E. A customer asks a question on the end user portal.
- F. An administrator compiles the rules engine.
- G. An agent edits contacts, incidents, organizations, or tasks.
- H. A customer updates their contact details via the end-user pages.
Correct Answer: A,C,D,E,G,H 🗳️
Explanation: Only visible for PassLeaderVCE members. You can sign-up / login (it's free).
Your customer wants to set a disposition and add specific standard text item automatically based on a given endpoint within guided Assistant path info the response thread.
What are the two steps required to complete this request?
- A. Use Agent Workflow to populate the disposition and populate the standard text based on the named event in the guide.
- B. Use an Incident Business rule to fire a named event and populate the standard text to the message thread.
- C. Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
- D. Create a Named Event to fire each end point of the Guide.
- E. Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required on the incident workplace.
Correct Answer: C,D 🗳️
Explanation: Only visible for PassLeaderVCE members. You can sign-up / login (it's free).
Which incident field is designed to be used by your customer to standardize tracking of how incidents are resolved?
- A. Severity
- B. Response Message
- C. SLA Instance
- D. Disposition
- E. Source
Correct Answer: B 🗳️
Explanation: Only visible for PassLeaderVCE members. You can sign-up / login (it's free).
Your customer would like you to alter the create account page.
They would like you to change the following Items:
-Custom fields: (display only these two fields) -Contacts.free_trial (Not Required) -Contacts.contact_okay (Not required)
-Standard fields: -Contact.email_alt1(Required) -Contacts.email_alt2(Not required) -Contacts.ph_mobile(Not required) -Contacts.ph_home(Required) -Name (Not required)
Identify the option that correctly reflects the changes requested by the customer.
- A. Option A
- B. Option C
- C. Option D
- D. Option B
Correct Answer: B 🗳️
Explanation: Only visible for PassLeaderVCE members. You can sign-up / login (it's free).
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. Assign all products and categories to the knowledgebase answer.
- B. Set the display position to "Place at top."
- C. Add the search term to the keyword field of the knowledgebase answer.
- D. Set the display position to "Fix at top."
Correct Answer: C 🗳️
Explanation: Only visible for PassLeaderVCE members. You can sign-up / login (it's free).
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