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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Identify which option describes a valid use of the disposition field.

A) The customer selected the nature of the question
B) Describe the topic of knowledgebase answers
C) Describe the classification of incidents
D) Describe the status of the customer question

2. Your customer runs a 24/7 call center and has a policy starting that incidents that agent's solved by the end of an agent's shift should be moved out of that agent's inbox to be worked by another active agent.
Which two actions will accomplish this?

A) The agent reassigns each incident to another agent before they log off.
B) Create a workspace rule that sets the Assigned field to null when an agent logs out.
C) The agent does a multi-edit update for all incidents in their inbox and changes the assigned field to full.
D) Add a business rule that when an agent logs out, the Assigned field should be set to null for any unresolved incidents for that agent.

3. Your customer is editing a contact workspace that is the parent of a object customer. They do not see the child custom object information.
Select the three areas to check to verify that the condition is correct.

A) The custom object has a relationship with the parent.
B) The profile has custom object permissions.
C) The custom object was deployed.
D) The custom object has workspace permissions.
E) The custom object has an associated workspace.

4. In which two sections of the Customer Portal is the Guided Assistance widget available for end customers?

A) The popular answers list page
B) Ask a Question
C) Any page the customer wants it placed
D) The answers detail page
E) They are only available when using smart assistant
F) The answers list page only

5. 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) 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.
E) Create a Named Event to fire each end point of the Guide.

Solutions: