- Exam Code: 1Z0-465
- Exam Name: Oracle RightNow CX Cloud Service 2012 Essentials
- Certification Provider: Oracle
- Corresponding Certification:Oracle Applications
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Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Staff Management | 12% | - Staff accounts and profiles - Password policies and security settings |
| Site Configuration Administration | 20% | - Service level agreements - Mailboxes and interface configuration - Custom fields and objects - Business rules and standard text |
| RightNow Analytics | 8% | - Standard and custom reports - Scheduled reports and dashboards |
| Feedback, Chat & Customer Portal | 5% | - Surveys and feedback management - Chat and co-browse configuration - Customer Portal basics |
| Oracle RightNow Overview | 10% | - Purpose and components of Customer Experience |
| Incident Management | 12% | - Incident lifecycle and statuses - Guided assistance setup |
| Application Appearance | 15% | - Agent scripts - Workspaces and navigation sets - Customizable menus and agent workflow |
| Answer Management Administration | 18% | - Access levels and permissions - Search priority words and dictionaries - Knowledge base components |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
Your customer has five different incidents queues:
-Help -Tier 2 -Escaped -Accounting -VIP The Help and VIP queues have the quickest response goals.
Which two configurations will ensure that an agent's profile pulls incidents assigned these queues first using a single agent profile?
- A. Use the Strict Priority Pull Policy
- B. Add all five queues to the agent's profile with Helper and VIP being the first two in the list.
- C. Create an agent profile to only work these two queues.
- D. Use the First Due Pull Policy
- E. Add all five queues to the agent's profile.
Correct Answer: A,B 🗳️
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. Waiting
- B. Updated
- C. Solved
- D. Unresolved
Correct Answer: B,D 🗳️
Explanation: Only visible for ITPassLeader members. You can sign-up / login (it's free).
In a Customer Portal design session, the customer explains to you that they have multiple brands, and that they have multiple websites to reflect these brands.
After reviewing the sites with the customer, you notice that each of the sites contain the same layout and content, but has different colors and branding, such as logos.
Which option allows for a consistent layout and dynamic branding?
- A. Use a single template across all Customer Portal pages, and implement themes dynamically.
- B. Do not use a theme, and implement templates dynamically.
- C. Do not use a template, and implement themes dynamically.
- D. Use a single theme across all Customer Portal pages, and implement templates dynamically.
Correct Answer: A 🗳️
Identify the three options available on the deployment screen in customer portal.
- A. Stage
- B. Promote
- C. Rollback
- D. Develop
- E. Production
Correct Answer: A,B,C 🗳️
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. Look for the message in the receipt email body.
- B. Run a message base report and search for the text string you want to change.
- 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.
Correct Answer: B,D 🗳️
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