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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Identify the seven data types that are available as custom fields.

A) Currency
B) Date/Time
C) Text Field
D) Menu
E) Float
F) Multi Select Menu
G) Date Field
H) Text Area
I) Yes/No
J) Integer

2. Your customer runs a 24/7 call center and has a policy starting that incidents that agent's solved by the end of an agent's shift should be moved out of that agent's inbox to be worked by another active agent.
Which two actions will accomplish this?

A) Create a workspace rule that sets the Assigned field to null when an agent logs out.
B) Add a business rule that when an agent logs out, the Assigned field should be set to null for any unresolved incidents for that agent.
C) The agent reassigns each incident to another agent before they log off.
D) The agent does a multi-edit update for all incidents in their inbox and changes the assigned field to full.

3. Incident #120703-002539 was submitted on Tuesday, July 3, 2012 at 1:00 pm.

At what time the initial Response Due (incidents.rel_due) field be stamped using the response requirements shown?

A) Wednesday, July 4, 2012 at 12:00 pm
B) Tuesday, July 3, 2012 at 9:00 pm
C) Thursday, July 5, 2012 at 12:00 pm
D) Saturday, July 7, 2012 at 12:00 pm
E) Thursday, July 5, 2012 at 1:00 pm

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

5. A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for the follow up: #120728000001
A member of your support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it."
Which two actions will allow you to identify the correct message base item if you do not know which message base you need to edit?

A) Look for the message in the receipt email body.
B) Run a message base report and search for the text string you want to change.
C) Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
D) Submit an incident to customer care.

Solutions: