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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer is using standard statuses, status types, and the standard agent "My Inbox" report.
Which two incident status types will show up in the agent's "My Inbox" report?

A) Unresolved
B) Solved
C) Updated
D) Waiting

2. After an implementation of a Chinese Knowledge base, your customer notices there are some search terms that are not found when searching through the knowledgebase under any use case.
You have verified that there are answers for the search terms being searched, but you also verify that answers are not being returned correctly.
Identify the configuration change you would make to mitigate this problem.

A) Verify that all selections of the target answer(s) contain the search terms you're looking for.
B) Create hidden div tags inside the answer's question section to promote the matching of a given target search term that isn't being matched.
C) Update the answer keywords
D) Create alias and thesaurus entries with the correct target search terms.
E) Create entries for the word and its syntax in the dictionary file.

3. Your customer has two different types of end customers that will be visiting their knowledgebase website.
The types are "public customers" and "registered customers".
They would like to present additional knowledgebase answers to the registered customers.
Choose the two statements required to set up this type of environment.

A) Set up an access level without customer visibility and assign it to the registered customer answers.
B) Ensure registered customers in to the knowledgebase website and are assigned a service level with the access level to their account.
C) Create special Products and Categories for the registered customer answers.
D) Create a special public answer status for the registered customer answers.
E) Set up an access level without customer visibility and assign it to all the customer answers.

4. Identify the four guidelines that are relevant with regard to web accessibility.

A) Ensure all alternate text is unused.
B) Support increased text sizes.
C) Provide multiple methods for finding content.
D) Ensure no underlined content exists.
E) Ensure color alone is not used to convey content.
F) Avoid background sound.

5. 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) Use the Strict Priority Pull Policy
E) Add all five queues to the agent's profile with Helper and VIP being the first two in the list.

Solutions: