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 |
|---|---|
| Administration and Configuration | - Site configuration and settings - User management and roles - Workflow and business rules |
| Knowledge Management | - Content creation and publishing - Search optimization and usage - Knowledge base structure |
| Integration and Customization | - Customization options and tools - Integration concepts and APIs |
| Reporting and Analytics | - Standard reports usage - Analytics dashboards |
| Agent Desktop and Service Interaction | - Customer interaction handling - Task and queue management - Incident management |
| RightNow CX Cloud Service Overview | - Service cloud concepts and terminology - Core architecture and components |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
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. AVG
- C. IF
- D. SUM
- E. DECODE
Correct Answer: C,D 🗳️
Explanation: Only visible for ExamPrepAway members. You can sign-up / login (it's free).
Your customer has two different types of end customers that will be visiting their knowledgebase website.
The types are "public customers" and "registered customers".
They would like to present additional knowledgebase answers to the registered customers.
Choose the two statements required to set up this type of environment.
- A. Set up an access level without customer visibility and assign it to all the customer answers.
- B. Create a special public answer status for the registered customer answers.
- C. Ensure registered customers in to the knowledgebase website and are assigned a service level with the access level to their account.
- D. Create special Products and Categories for the registered customer answers.
- E. Set up an access level without customer visibility and assign it to the registered customer answers.
Correct Answer: C,D 🗳️
Select the two statements that describe reasons why you would link products to categories.
- A. It allows filtered product and category lists when creating answers
- B. It allows filtering of product and category menus on incident workspaces
- C. It simplifies reporting on answers and incidents products and categories
- D. It allows filtering of product and category menus on customer portal pages
Correct Answer: D 🗳️
Explanation: Only visible for ExamPrepAway members. You can sign-up / login (it's free).
Your customer supports three different brands and needs to be able to send and receive emails using differently branded email.
The end customers may not know that the three brands are supported by the same company or that the Oracle RightNow CX Cloud Service is being used.
Identify the three configurations that must be made to enable this requirement.
- A. Use the custhelp.com email address as the Reply To Address.
- B. Create three service mailboxes on the console, and use SMTP forwarding from your customer's mail server.
- C. Use the Friendly From/Branded Address.
- D. Use SMTP Forwarding from your customer's mail server to the default service mailbox.
- E. Use your customer's branded email address as the Reply To address.
Correct Answer: B,C,E 🗳️
Explanation: Only visible for ExamPrepAway members. You can sign-up / login (it's free).
Your customer has a complex workspace that has 60 + tabs, 100 + data fields and over 200 + rules that are fired based on agent actions for their different business functions.
Your customer has told you that their workspace is painfully slow and the call center agents cannot do their work.
The customer would like to keep using a single profile for all their agents to simplify administration.
You have condensed many of the rules in the workspace into named events to try and speed things up, but on the call center agents' workstations its still just too slow.
Which three options will speed up the agents' workspace?
- A. Create workspace rules to hide unused tabs when the workspace loads.
- B. Reduce the number of data fields on the workspace
- C. Utilize a single workspace per business function and assign it to the profile
- D. Utilize workflow to split the workspace into more than one
- E. Reduce the number of tabs that need to be rendered
Correct Answer: A,B,E 🗳️
Explanation: Only visible for ExamPrepAway members. You can sign-up / login (it's free).
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