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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. 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 an associated workspace.
E) The custom object has workspace permissions.

2. A client would like to edit a contact record and in addition add warranty Information.
Select the implementation steps required using the Custom object design below.

A) Use the Warranties workspace and add the Contact control.
B) Insert the Warranties fields into the Contact workspace.
C) Insert a report control and assign a Warranties report into a tab in the Contact workspace
D) Insert the Warranties control into a tab in the Contact workspace.

3. Identify the four guidelines that are relevant with regard to web accessibility.

A) Ensure color alone is not used to convey content.
B) Ensure all alternate text is unused.
C) Support increased text sizes.
D) Avoid background sound.
E) Ensure no underlined content exists.
F) Provide multiple methods for finding content.

4. Your customer is going to have three brand-related incident queues.
They need to do an order routing of incidents created through an email channel to different queues.
Identify the correct options to configure your routing rules for initial routing.

A) Create a rule where the sender's domain = a branch, route the incident to the matching brand.
B) Create a rule to route to each brand queue from the corresponding service mailbox in the "progress" state.
C) Create a rule to route to each brand queue from the corresponding service mailbox in the "initial" state.
D) Create a rule where if a subject contains the brand name, it should be routed to a brand queue.

5. Your customer wants to measure agent performance based on feedback from their end customers.
If you end customer provides negative feedback, their incident needs to be reopened automatically. Identify three tasks to fulfill these requirements.

A) Assign score to the survey questions and set the status field based on the values of the responses.
B) Set an incident business rule to send the survey when an incident is closed.
C) Create a new queue for unhappy customers.
D) Create a report of survey responses.
E) Create a broadcast survey.
F) Schedule a survey to run on a daily basis.
G) Create a transactional survey.

Solutions: