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

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

3. Your customer wants to put the information in the "answer" section of their knowledgebase article as more important than the information in the "subject" section.
What two system configuration settings can be modified to increase the value of the phrases in the "answer" versus the "subject" during a search from either customer portal of the agent desktop?

A) SRCH_KEY_WEIGHT
B) SRCH_PROD_WEIGHT
C) SRCH_BODY_WEIGHT
D) SRCH_CAT_WEIGHT
E) SRCH_ATTACH_WEIGHT
F) SRCH_DESC_WEIGHT
G) SRCH_SUBJECT_WEIGHT

4. Which three expressions use proper syntax?

A) Sum(if(incidents.status_id < > 2, 1, 0))
B) If(incidents.assign_group_id = 100460, 'With Support', 'Not with Suport')
C) Avg(incidents.c&times_opened)
D) Date_diff(incidents.closed, incidents.created)
E) If (incidents.assgn_acct_id IS NULL, 'Not Assigned', 0)

5. Your customer would like some changes to be made in the incident workspace. Which three changes can be made by using workspace functionality?

A) Focus on a specific workspace tab based on the value of a custom field.
B) Right justify all field labels on the workspace
C) Copy the value in the Queue menu to a custom field.
D) Conditionally hide specific product items based on the logged in staff account's profile.
E) Change the color of the Banner Flag based on the incident's severity.

Solutions: