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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer's "Chat Survey Score" report contains valid records; however all of the average scores to be zero.
What two steps will correct this?

A) Add values to the Score field in the Survey Questions.
B) Ensure the survey's questions are included In the "Chat Survey Score" report.
C) Change the format of the Average Score.
D) Update the Filters in the report.
E) Change the Survey questions to a Matrix type.
F) Refresh the Chat Survey report.

2. Your customer has team leads who are responsible for creating business rules and managing staff accounts. However, they should not be allowed to create or modify any profiles.
Which two options should be used to configure the Navigation Set for these team leads?

A) Create a navigation set that only has "Rules" and all "Staff Management" items in the configuration pane.
B) Add the Configuration items of Workspace/Workflows, Rules, and Staff Account by Group Report into the Home Tab and remove default Configuration pane.
C) Keep the default Configuration items in the Configuration pane and let the profile handle this.
D) Add the Configuration item of Rules, and Staff Account by Group report into Home Tab and remove the default Configuration pane.

3. A client would like to edit a contact record and in addition add warranty Information.
Select the implementation steps required using the Custom object design below.

A) Insert a report control and assign a Warranties report into a tab in the Contact workspace
B) Use the Warranties workspace and add the Contact control.
C) Insert the Warranties fields into the Contact workspace.
D) Insert the Warranties control into a tab in the Contact workspace.

4. Your customer has created a new script and has deployed it to the agents in their call center within their incident workflow.
They have noticed an issue that all of their agents cannot end the script of the places that were designed to.
Identity the two reasons for this.

A) There are no return events listed in the incident workflow for the script to use.
B) There are no exit or finished events being triggered on the script pages.
C) The agents cannot get to the pages where they can end the script.
D) There are no script beginning and ending buttons enabled for the script pages.

5. Your customer would like to have the default search report (Answers - Complex Expression Search Default) on their customer portal page altered with the following requirements.
-They want the New and Update tags to be displayed for only 7 days. -They want to display the Answer's score.
Identify the two options that will enable you to complete the requirements.

A) Change the variables for $new and $updated.
B) Unhide the computed score (solved) column.
C) Delete the exceptions for New and Updated.
D) Update the configuration settings of ANS_NEW_INC_DURATION and ANS_UPD_INC_DURATION.
E) Insert the score (solved count) columns.

Solutions: