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Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Staff Management | 12% | - Staff accounts and profiles - Password policies and security settings |
| Topic 2: Incident Management | 12% | - Incident lifecycle and statuses - Guided assistance setup |
| Topic 3: Site Configuration Administration | 20% | - Mailboxes and interface configuration - Service level agreements - Custom fields and objects - Business rules and standard text |
| Topic 4: Oracle RightNow Overview | 10% | - Purpose and components of Customer Experience |
| Topic 5: RightNow Analytics | 8% | - Scheduled reports and dashboards - Standard and custom reports |
| Topic 6: Application Appearance | 15% | - Agent scripts - Customizable menus and agent workflow - Workspaces and navigation sets |
| Topic 7: Feedback, Chat & Customer Portal | 5% | - Customer Portal basics - Surveys and feedback management - Chat and co-browse configuration |
| Topic 8: 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 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. Create a new queue for unhappy customers.
- C. Create a report of survey responses.
- D. Set an incident business rule to send the survey when an incident is closed.
- E. Schedule a survey to run on a daily basis.
- F. Create a transactional survey.
- G. Create a broadcast survey.
Correct Answer: A,D,F 🗳️
Your customer wants to implement a new business process. They have given you these requirements:
-All contacts when created will have the contacts.c$free_trial custom field set to NO (default in no
value). -All contacts will be added to organization = "Temp". -All contacts with contacts.c$free_trial = "Yes" will have an opportunity created that is assigned to
"agent 1", with a status = "Lead" and territory = EMA - United Kingdom.
Identify the three minimum rule types to be configured to meet the requirement.
- A. Survey Rules
- B. Task Rules
- C. Opportunity Rules
- D. Contact Rules
- E. Chat Rules
- F. Organization Rules
- G. Incident Rule
Correct Answer: C,D,F 🗳️
Explanation: Only visible for CertkingdomPDF members. You can sign-up / login (it's free).
Referring to custom fields in the system, identify the column identifier that indicates it is a custom field.
- A. CF$
- B. CO$
- C. $C
- D. RN$
- E. C$
Correct Answer: E 🗳️
Explanation: Only visible for CertkingdomPDF members. You can sign-up / login (it's free).
Which two statements are true about the Oracle RightNow CX Cloud Service Application button?
- A. Can include shortcuts to commonly used reports
- B. Contains shortcuts for adding records and items to the knowledge base
- C. Provides context-sensitive help
- D. Provides quick access to any of the interfaces defined for your application
Correct Answer: A,D 🗳️
Identify the three options available on the deployment screen in customer portal.
- A. Promote
- B. Production
- C. Rollback
- D. Develop
- E. Stage
Correct Answer: A,C,E 🗳️
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