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

2. Your customer is going to have three brand-related incident queues.
They need to do an order routing of incidents created through an email channel to different queues.
Identify the correct options to configure your routing rules for initial routing.

A) Create a rule where if a subject contains the brand name, it should be routed to a brand queue.
B) Create a rule to route to each brand queue from the corresponding service mailbox in the "initial" state.
C) Create a rule where the sender's domain = a branch, route the incident to the matching brand.
D) Create a rule to route to each brand queue from the corresponding service mailbox in the "progress" state.

3. A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for the follow up: #120728000001
A member of your support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it."
Which two actions will allow you to identify the correct message base item if you do not know which message base you need to edit?

A) Run a message base report and search for the text string you want to change.
B) Look for the message in the receipt email body.
C) Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
D) Submit an incident to customer care.

4. 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) Updated
B) Waiting
C) Solved
D) Unresolved

5. Which three expressions use proper syntax?

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

Solutions: