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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

Question 1

Referring to custom fields in the system, identify the column identifier that indicates it is a custom field.

A. CO$
B. CF$
C. $C
D. C$
E. RN$

Question 2

Select the six actions that initiate the business rules engine to run its configured logic.

A. A customer adds more information to their incident via the end-user pages
B. The rules engine is updated.
C. An agent edits an opportunity.
D. A customer updates their contact details via the end-user pages.
E. An administrator compiles the rules engine.
F. An agent creates or edits an answer.
G. An agent edits contacts, incidents, organizations, or tasks.
H. A customer asks a question on the end user portal.

Question 3

Your customer is a printing company and every knowledgebase article contains the word "print.
Which configuration will enable end customer searches to return a single knowledge article result when searching with "print"?

A. Add "print" using the stop word editor and add "print" to a search priority word and assign one answer.
B. Add "print" using the stop word editor and add "print" to only one knowledgebase article keyword
C. Add "print" to only one knowledgebase article keyword and add "print" to a search priority word and assign multiple answers.
D. Add "print" using the Stop word editor and add "print" to the alias file.

Question 4

Your customer would like a high, medium, or low severity level assigned to each incident. The agents will service the incidents using a queue representing each severity. Which option shows the minimum steps required to satisfy the requirements?

A. Create incident queues and severities
B. Create incident statuses and queues
C. Create incident severities
D. Create incident statuses, queues, and severities

Question 5

Your customer supports three different brands and needs to be able to send and receive emails using differently branded email.
The end customers may not know that the three brands are supported by the same company or that the Oracle RightNow CX Cloud Service is being used.
Identify the three configurations that must be made to enable this requirement.

A. Use SMTP Forwarding from your customer's mail server to the default service mailbox.
B. Use the custhelp.com email address as the Reply To Address.
C. Use your customer's branded email address as the Reply To address.
D. Create three service mailboxes on the console, and use SMTP forwarding from your customer's mail server.
E. Use the Friendly From/Branded Address.

Solutions: