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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. 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) Add the Standard Text as Private Note to Thread in the workspace rule.
B) Use an Incident Business Rule to append standard text to the uncommitted response buffer.
C) Add a workspace rule that checks for identified terms in the subject line.
D) Use an Incident Business Rule to append standard text to Customer Thread.
E) Create Standard Text with instructions.

2. 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, queues, and severities
C) Create incident statuses and queues
D) Create incident severities

3. View the exhibits.


Your manager asks you to create a report that shows every Staff Account and how many open incidents have been assigned to them. Which report definition meets this criteria?

A) Exhibit D
B) Exhibit C
C) Exhibit E
D) Exhibit B
E) Exhibit A

4. Your customer has asked you to configure profiles for an Oracle RightNow CX Cloud Service
Engine implementation.
Your customer's requirements:
-There will be two queues.
-All incidents will be pulled by the agents.
-Delivery is based on the due date assigned to the incident.
-No agent will be allowed to work on more than five incidents at a time.
Select two configurations needed to accomplish this.

A) Set Pull Policy to Manual
B) Set Pull Quantity to 5
C) Set Inbox Limit to 5
D) Set Pull Policy to First Due
E) Set Pull Policy to Strict priority
F) Set Inbox Limit to 2
G) Set Pull Quantity to 2

5. Your customer would like to run incident report with up to five years of data on incidents and activity for a given agent regardless of whether an agent has left the company.
Your customer is not sure what they need to do to keep from deleting data for agents that have left the company.
Identify which option would allow your customer to administer the staff accounts to enable the reporting abilities they require.

A) Disabled from Assignment
B) Disabled from Assignment and Report Filters
C) Do not disable, but lock the staff account
D) Permanently Disabled
E) Reassign the old incidents to another staff accounts called Former Employee

Solutions: