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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for the follow up: #120728000001
A member of your support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it."
Which two actions will allow you to identify the correct message base item if you do not know which message base you need to edit?

A) Run a message base report and search for the text string you want to change.
B) Look for the message in the receipt email body.
C) Submit an incident to customer care.
D) Identify the customer portal page that includes the text you want to change and identify the message base from within the code.

2. Your customer wants to put the information in the "answer" section of their knowledgebase article as more important than the information in the "subject" section.
What two system configuration settings can be modified to increase the value of the phrases in the "answer" versus the "subject" during a search from either customer portal of the agent desktop?

A) SRCH_SUBJECT_WEIGHT
B) SRCH_DESC_WEIGHT
C) SRCH_KEY_WEIGHT
D) SRCH_ATTACH_WEIGHT
E) SRCH_CAT_WEIGHT
F) SRCH_BODY_WEIGHT
G) SRCH_PROD_WEIGHT

3. Your customer has previously allowed their end customers to be able to submit incidents only via an email mailbox into Outlook.
Now that they are developing Oracle RightNow CX Cloud Services and a Customer portal, they still need to allow emails to be submitted and have an incident created.
What two items must be enabled to meet this requirement?

A) EGW_SECURE_UPDATE_ENABLED
B) EGW_UPDATE_BY_CREATE
C) EGW_AUTO_CONT_CREATE
D) EGW_SAVE_EMAIL_HEADERS
E) EGW_ENABLED

4. Your customer has team leads who are responsible for creating business rules and managing staff accounts. However, they should not be allowed to create or modify any profiles.
Which two options should be used to configure the Navigation Set for these team leads?

A) Keep the default Configuration items in the Configuration pane and let the profile handle this.
B) Add the Configuration items of Workspace/Workflows, Rules, and Staff Account by Group Report into the Home Tab and remove default Configuration pane.
C) Add the Configuration item of Rules, and Staff Account by Group report into Home Tab and remove the default Configuration pane.
D) Create a navigation set that only has "Rules" and all "Staff Management" items in the configuration pane.

5. Your customer requested that you create a new report and make it available in the agent's navigation set.
You create the report and add it to the agent's navigation set. However, the agents cannot see the new report.
Select three actions you must perform to identify the reason the report does not display for the agents.

A) Verify that profile permissions in Service has a check for "Read" under Incidents.
B) Request the agents to log off and log back on.
C) Validate the Analytics permissions set for the report
D) Review the navigation set in the profile to ensure it matches the navigation set you updated.
E) Check the Customize Navigation Sets selection.
F) Review the filters in the report to ensure the Assign field selection is set to Logged In.

Solutions: