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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) Block the irrelevant answers from Learned Links.
C) Delete the irrelevant answers from Sibling Answers.
D) Remove the irrelevant answers from manually related answers.

2. Your customer wants to set a disposition and add specific standard text item automatically based on a given endpoint within guided Assistant path info the response thread.
What are the two steps required to complete this request?

A) Use an Incident Business rule to fire a named event and populate the standard text to the message thread.
B) Use Agent Workflow to populate the disposition and populate the standard text based on the named event in the guide.
C) Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
D) Create a Named Event to fire each end point of the Guide.
E) Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required on the incident workplace.

3. Your customer has special business process where their agents will put incidents into a waiting status for a period of one week on a regular status basis.
Your customer would like these incidents to remain in the waiting status until the agent has finished researching the incidents(s).
Your customer does not want these incidents to close until 7 calendar days have passed.
Which configuration setting needs to be modified form its default value in order to prevent the system from closing the waiting incident automatically?

A) CI_HOURS
B) DORMANT_INCIDENTS
C) MYQ_REOPEN_DEADLINE
D) CI_WAITING_CALC_DAYS
E) PURGE_DELETE_INCIDENTS

4. You customer has added a new interface and requests that you set up three navigation sets and associate them with three profiles.
You log in with your original credentials and add the navigation sets.
When you edit the profile and select the dropdown for the new navigation set you don't see the navigation sets you just added.
Why can't you see the navigation set that should be displayed?

A) You forgot to set the permission in the navigation set for the new interface.
B) You added the navigation set in the wrong interface.
C) The profile doesn't have permission to the new interface.
D) The interface was not installed correctly.

5. 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" to only one knowledgebase article keyword and add "print" to a search priority word and assign multiple answers.
B) Add "print" using the stop word editor and add "print" to only one knowledgebase article keyword
C) Add "print" using the stop word editor and add "print" to a search priority word and assign one answer.
D) Add "print" using the Stop word editor and add "print" to the alias file.

Solutions: