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Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Oracle RightNow Overview | 10% | - Purpose and components of Customer Experience |
| Topic 2: Answer Management Administration | 18% | - Knowledge base components - Access levels and permissions - Search priority words and dictionaries |
| Topic 3: Feedback, Chat & Customer Portal | 5% | - Chat and co-browse configuration - Customer Portal basics - Surveys and feedback management |
| Topic 4: Application Appearance | 15% | - Agent scripts - Customizable menus and agent workflow - Workspaces and navigation sets |
| Topic 5: Incident Management | 12% | - Incident lifecycle and statuses - Guided assistance setup |
| Topic 6: Site Configuration Administration | 20% | - Custom fields and objects - Business rules and standard text - Service level agreements - Mailboxes and interface configuration |
| Topic 7: RightNow Analytics | 8% | - Scheduled reports and dashboards - Standard and custom reports |
| Topic 8: Staff Management | 12% | - Staff accounts and profiles - Password policies and security settings |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
Which example requires the use of a one to many, parent child custom object application?
- A. Your customer has stated that they want to track when end customers are contacted by sales associates.
- B. Your customer has stated that they want to report on end customers that have similar attributes.
- C. Your customer wants to keep track of the end customer's Customer identification Number
- D. Your customer wants to keep track of all the cars the end customers drive.
Correct Answer: D 🗳️
Explanation: Only visible for CertkingdomPDF members. You can sign-up / login (it's free).
In which two sections of the Customer Portal is the Guided Assistance widget available for end customers?
- A. The answers list page only
- B. Ask a Question
- C. They are only available when using smart assistant
- D. Any page the customer wants it placed
- E. The answers detail page
- F. The popular answers list page
Correct Answer: D,E 🗳️
Explanation: Only visible for CertkingdomPDF members. You can sign-up / login (it's free).
Your customer has a single Service level Agreement and applies the service Level Agreement called Reseller when a contact is a reseller of their services.
These end customers often have their own ticketing system, and in order to capture the reseller's ticket number, the customer has requested that their Ask page be upgraded to include an External Ticket Number custom field only when the logged in contact has a Service level Agreement that only a reseller would have.
Which two widgets or tags are used to complete your customer's request?
- A. Use the "Field" tag with the "name" attribute.
- B. Use the "FormInput" widget.
- C. Use the "FormInputCustom" widget.
- D. Use the "Conditional" tag with an "sla" attribute.
- E. Use the "FormSubmit" widget.
Correct Answer: A,D 🗳️
Your customer wants agents to automatically receive an incident private note that explains how to handle specific responses from customers.
These incidents would be identified by specific terms in the subject line.
Select three steps needed to accomplish this.
- A. Use an Incident Business Rule to append standard text to Customer Thread.
- B. Create Standard Text with instructions.
- C. Add the Standard Text as Private Note to Thread in the workspace rule.
- D. Use an Incident Business Rule to append standard text to the uncommitted response buffer.
- E. Add a workspace rule that checks for identified terms in the subject line.
Correct Answer: B,C,E 🗳️
How many levels can Products, Categories, and Dispositions have in each hierarchy?
- A. 6
- B. 4
- C. 5
- D. 3
- E. 2
Correct Answer: A 🗳️
Explanation: Only visible for CertkingdomPDF members. You can sign-up / login (it's free).
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