Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Knowledge Management | - Knowledge base structure - Search optimization and usage - Content creation and publishing |
| Administration and Configuration | - Workflow and business rules - User management and roles - Site configuration and settings |
| Reporting and Analytics | - Analytics dashboards - Standard reports usage |
| Integration and Customization | - Integration concepts and APIs - Customization options and tools |
| Agent Desktop and Service Interaction | - Incident management - Customer interaction handling - Task and queue management |
| RightNow CX Cloud Service Overview | - Core architecture and components - Service cloud concepts and terminology |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
1. Your customer is editing a contact workspace that is the parent of a object customer. They do not see the child custom object information.
Select the three areas to check to verify that the condition is correct.
A) The custom object has workspace permissions.
B) The profile has custom object permissions.
C) The custom object has a relationship with the parent.
D) The custom object was deployed.
E) The custom object has an associated workspace.
2. Your customer has five different incidents queues:
-Help -Tier 2 -Escaped -Accounting -VIP The Help and VIP queues have the quickest response goals.
Which two configurations will ensure that an agent's profile pulls incidents assigned these queues first using a single agent profile?
A) Add all five queues to the agent's profile.
B) Use the First Due Pull Policy
C) Create an agent profile to only work these two queues.
D) Add all five queues to the agent's profile with Helper and VIP being the first two in the list.
E) Use the Strict Priority Pull Policy
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" to only one knowledgebase article keyword and add "print" to a search priority word and assign multiple answers.
C) Add "print" using the Stop word editor and add "print" to the alias file.
D) Add "print" using the stop word editor and add "print" to only one knowledgebase article keyword
4. Your customer has five active agents, one agent profile, three products, and three incident queues (queue1, queue2, and queue3).
Their incidents are directed to each queue based on their three products.
Each product is assigned a unique queue.
The priority of queue to be worked are queue 1, queue2, and queue3.
Identify which two items will solve this problem.
A) Change the pull policy for the agent profile to ""First Due.
B) Create a new agent profile that has a reverse queue order and assign at least one agent to the new profile.
C) Change the full policy for the agent profile to manual and instruct at least one of the agents to pull queue3.
D) Create an escalation rule for the agent profile to "First Due".
5. Which three expressions use proper syntax?
A) Sum(if(incidents.status_id < > 2, 1, 0))
B) Avg(incidents.c×_opened)
C) If (incidents.assgn_acct_id IS NULL, 'Not Assigned', 0)
D) If(incidents.assign_group_id = 100460, 'With Support', 'Not with Suport')
E) Date_diff(incidents.closed, incidents.created)
Solutions:
| Question # 1 Answer: A,C,D | Question # 2 Answer: D,E | Question # 3 Answer: A | Question # 4 Answer: B,D | Question # 5 Answer: C,D,E |
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