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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer would like to run incident report with up to five years of data on incidents and activity for a given agent regardless of whether an agent has left the company.
Your customer is not sure what they need to do to keep from deleting data for agents that have left the company.
Identify which option would allow your customer to administer the staff accounts to enable the reporting abilities they require.

A) Permanently Disabled
B) Disabled from Assignment
C) Disabled from Assignment and Report Filters
D) Reassign the old incidents to another staff accounts called Former Employee
E) Do not disable, but lock the staff account

2. Referring to custom fields in the system, identify the column identifier that indicates it is a custom field.

A) RN$
B) C$
C) $C
D) CF$
E) CO$

3. 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 "Conditional" tag with an "sla" attribute.
C) Use the "FormInputCustom" widget.
D) Use the "FormInput" widget.
E) Use the "Field" tag with the "name" attribute.

4. View the Exhibit.

Your customer has "Gold" level SLAs being applied to organization automatically with an organization rule.
After six months the business decides to reduce the turnaround time for the response.
Instead of responding in 24 hours yours agents need to respond to the end customers within the
business hours.
You modify the Gold SLA to reflect this change but you notice that the SLA reports are still using a
24 hours response time.
Which statement is correct?

A) Updating the SLA will not automatically update the organization's SLA.
B) Your site has been corrupted with "Ghost" SLAs (See Exhibit).
C) You have not activated the rules so the updated SLAs are not being applied.
D) The SLA reports will need to be modified to use the new SLA.

5. How many levels can Products, Categories, and Dispositions have in each hierarchy?

A) 2
B) 3
C) 4
D) 5
E) 6

Solutions: