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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. You are updating the "Salesman" profile in a site where a new custom object has been created called CO.Salesman.
Your customer has requested their salesman to update record in this custom object.
What two settings in the "Salesmen" profile have to be updated to allow them access?

A) Custom Objects Tab: select the Read check box for package Name "CO" and object Name "Salesman".
B) Service Tab: select the Add/Edit check box for incidents.
C) Contacts Tab: Select the Edit check box for Sales.
D) Sales Tab: select the Edit check box opportunities.
E) Custom Objects Tab: select the update check box for package Name "CO" and object name "Salesmen"
F) Add a workspace for the Salesmen custom object.
G) Update the workspace for Opportunities.

2. You have created variables for your customer address to be used throughout their system
What three pieces of functionality will allow the use of these variables?

A) Incidents
B) Incident Rules
C) Answers
D) Agent Scripting
E) Standard text
F) Workflow

3. Identify the seven data types that are available as custom fields.

A) Date/Time
B) Currency
C) Text Area
D) Menu
E) Multi Select Menu
F) Date Field
G) Float
H) Text Field
I) Yes/No
J) Integer

4. You customer has added a new interface and requests that you set up three navigation sets and associate them with three profiles.
You log in with your original credentials and add the navigation sets.
When you edit the profile and select the dropdown for the new navigation set you don't see the navigation sets you just added.
Why can't you see the navigation set that should be displayed?

A) You forgot to set the permission in the navigation set for the new interface.
B) The profile doesn't have permission to the new interface.
C) The interface was not installed correctly.
D) You added the navigation set in the wrong interface.

5. 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) Create incident rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.
B) Create a rule to set an SLA.
C) Set the Pull Policy to manual.
D) Move the VIP queue to the top of the top queue list.
E) Add the VIP queue to the profile of the agents that are taking chats.
F) Create chat rules so that contacts with the VIP field set to 'Yes' are quoted to the VIP queue.

Solutions: