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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. 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) PURGE_DELETE_INCIDENTS
B) CI_WAITING_CALC_DAYS
C) CI_HOURS
D) MYQ_REOPEN_DEADLINE
E) DORMANT_INCIDENTS

2. Your customer would like you to alter the content and format of the emails that are sent to their end customers when response is sent.
Which three of your customer's requirements can be fulfilled through the use of interface configuration?

A) Receipt messages shouldn't be sent.
B) Incident messages shouldn't be sent.
C) All emails sent must contain the response of the agent and not the customer's thread.
D) All emails sent must have the incident reference number at the beginning of the subject.
E) All emails sent must be in HTML format.

3. Your customer has asked you to create a report that shows all incidents opened within the past month.
The report should show the following columns:
-Number of incidents opened in the past month -Number of incidents opened in the past week -Number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns?

A) DECODE
B) SUM
C) IF
D) NVL
E) AVG

4. Your customer ships packages directly to customers using a track able shipping method.
When an order is shipped, a tracking number is saved in an incident custom field.
In order to quickly respond to customer's questions about shipping status, your customer has requested that a hyperlink control be available on the incident workspace that will load the tracking details of the package associated with the incident when clicked.
The custom field details are below:
-Name: Tracking ID -Data Type: Text Field -Usage: Plain Text -Default Value: Null -Size of Field: 13 -Column Name: tracking_id -Custom Field ID: 87 The URL customer has provided for tracking is https://widgetshippers.com/trackyourpackage?id=
Of the available options, select the one that satisfies your customer's request.

A) https://widgetshippers.com/trackyourpackage?id=c$tracking_id
B) https://widgetshippers.com/trackyourpackage?:id=incidents.c$tracking_id
C) https://widgetshippers.com/trackyourpackage?id=$p_icf_87
D) https://widgetshippers.com/trackyourpackage?id=$icf_c&tracking_id
E) https://widgetshippers.com/trackyourpackage?id=incidents.c$tracking_id

5. Your customer has created a new script and has deployed it to the agents in their call center within their incident workflow.
They have noticed an issue that all of their agents cannot end the script of the places that were designed to.
Identity the two reasons for this.

A) The agents cannot get to the pages where they can end the script.
B) There are no exit or finished events being triggered on the script pages.
C) There are no script beginning and ending buttons enabled for the script pages.
D) There are no return events listed in the incident workflow for the script to use.

Solutions: