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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer was reviewing published answers in their knowledgebase.
They noticed that several of the answers had irrelevant answers listed in the "Answers other found helpful" section of the answer detail page.
What step is required to eliminate the individual irrelevant answers?

A) Remove the related answers widget from the Customer Portal page.
B) Remove the irrelevant answers from manually related answers.
C) Delete the irrelevant answers from Sibling Answers.
D) Block the irrelevant answers from Learned Links.

2. Your customer wants to measure agent performance based on feedback from their end customers.
If you end customer provides negative feedback, their incident needs to be reopened automatically. Identify three tasks to fulfill these requirements.

A) Create a broadcast survey.
B) Create a transactional survey.
C) Create a report of survey responses.
D) Schedule a survey to run on a daily basis.
E) Assign score to the survey questions and set the status field based on the values of the responses.
F) Create a new queue for unhappy customers.
G) Set an incident business rule to send the survey when an incident is closed.

3. Your customer has a complex workspace that has 60 + tabs, 100 + data fields and over 200 + rules that are fired based on agent actions for their different business functions.
Your customer has told you that their workspace is painfully slow and the call center agents cannot do their work.
The customer would like to keep using a single profile for all their agents to simplify administration.
You have condensed many of the rules in the workspace into named events to try and speed things up, but on the call center agents' workstations its still just too slow.
Which three options will speed up the agents' workspace?

A) Create workspace rules to hide unused tabs when the workspace loads.
B) Utilize a single workspace per business function and assign it to the profile
C) Reduce the number of data fields on the workspace
D) Reduce the number of tabs that need to be rendered
E) Utilize workflow to split the workspace into more than one

4. Your customer has asked that all incidents be "scanned" for words that may revolve around product defects and injures so that they can alert their risk management team of any possible product issues or liability. The customer accepts that 100% accuracy is not available, and accepts that they will be false positives and a margin for error.
They have provided you he following words to be "scanned":
-Mouth -Jaw -Cheek -Jowl -Chin
-Oral
-Palate
The customer requires the following:
-Match whole words only
-All valid words must be preceded with a space.
-All valid words must be spelled correctly.
-All words must be directly followed by a meta character in this list:
-, {comma}
-. {period}
-' {single quote}
-" {double quote}
-; {semi colon}
-: {colon}
-{space}
-! {exclamation point}
-? {question mark}
-& {ampersand}
You decide to use a regular expression to search for these words in all incoming emails.
^mouth [ , | . | ' | " | ; | : | | ! | ? | & ] | \ jaw [| , | . | ' | " | : | ! | &] | \ cheek [ , | ' | ; | : | | ! | ? | &] | \
jowl [ , | . | ' | ; | | !| ? | &] | \ chin$ [ , | . | ' | " | ; | | ! | ? | & ] | \ oral [ , | . | ' | " | : | | ? | & ] | \ pallate [
, | . | ' | " | : | | ! | ? | &] | \
Identify the three words that will be correctly matched to this regular expression.

A) Palate
B) Oral
C) Jaw
D) Cheek
E) Mouth
F) Jowl
G) Chin

5. Your customer requested that you create a new report and make it available in the agent's navigation set.
You create the report and add it to the agent's navigation set. However, the agents cannot see the new report.
Select three actions you must perform to identify the reason the report does not display for the agents.

A) Review the filters in the report to ensure the Assign field selection is set to Logged In.
B) Review the navigation set in the profile to ensure it matches the navigation set you updated.
C) Validate the Analytics permissions set for the report
D) Verify that profile permissions in Service has a check for "Read" under Incidents.
E) Request the agents to log off and log back on.
F) Check the Customize Navigation Sets selection.

Solutions: