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Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Agent Desktop and Service Console | - Case management processes - Agent workspace navigation and usage |
| Topic 2: Customer Portal and Experience | - Customer interaction channels - Self-service portal configuration |
| Topic 3: Knowledge Management | - Knowledge base structure and maintenance - Content creation and publishing |
| Topic 4: Reporting and Analytics | - Analytics and performance tracking - Standard reports and dashboards |
| Topic 5: RightNow CX Cloud Service Overview | - Core concepts of Oracle RightNow CX - Cloud service architecture and components |
| Topic 6: Administration and Configuration | - User and role management - Site configuration and setup - Business rules and workflow configuration |
| Topic 7: Integration and Extensibility | - APIs and customization options - Integration with external systems |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
You have created an add-in that utilizes the SOAP API, and uploaded it to the agent desktop and the incident workspace so that agents can access your custom product registration table.
The agents are getting an error when trying to use the add-in.
Which three permissions are required for an Agent to use an add-in an incident workspace?
- A. Session Authentication
- B. Account Authentication
- C. Object Designer
- D. Custom Object Read
- E. Custom Object Create
Correct Answer: B,C,E 🗳️
Explanation: Only visible for RealVCE members. You can sign-up / login (it's free).
Your client has VIP customers (all of which have a custom contact field of VIP to 'Yes'). They want to offer these customers a higher priority service on Chat.
You intend to do this with a VIP queue.
Which three steps do you also need to perform?
- A. Add the VIP queue to the profile of the agents that are taking chats.
- B. Move the VIP queue to the top of the top queue list.
- C. Create incident rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.
- D. Create chat rules so that contacts with the VIP field set to 'Yes' are quoted to the VIP queue.
- E. Set the Pull Policy to manual.
- F. Create a rule to set an SLA.
Correct Answer: A,B,D 🗳️
Explanation: Only visible for RealVCE members. You can sign-up / login (it's free).
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 "Field" tag with the "name" attribute.
- B. Use the "FormInputCustom" widget.
- C. Use the "FormInput" widget.
- D. Use the "FormSubmit" widget.
- E. Use the "Conditional" tag with an "sla" attribute.
Correct Answer: A,E 🗳️
Your customer wants you to separate their contact records by development.
You determine that to enable this functionality, you need to implement a new custom field, and that the field will need to be available to agents to enter and maintain the values.
Select the four steps to accomplish this.
- A. Update the Context Workspace with the new "department" custom field.
- B. Create a navigation set that includes the "department" custom field.
- C. Create a "department" custom Field in the contact table.
- D. Create a "department" custom field in the incident table.
- E. Set the custom field data type to Text Field.
- F. Add a name and a column name for the new custom field.
Correct Answer: A,D,E,F 🗳️
Explanation: Only visible for RealVCE members. You can sign-up / login (it's free).
Your customer is using standard statuses, status types, and the standard agent "My Inbox" report.
Which two incident status types will show up in the agent's "My Inbox" report?
- A. Updated
- B. Solved
- C. Waiting
- D. Unresolved
Correct Answer: A,D 🗳️
Explanation: Only visible for RealVCE members. You can sign-up / login (it's free).
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