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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

Question 1

Your customer would like a high, medium, or low severity level assigned to each incident. The agents will service the incidents using a queue representing each severity. Which option shows the minimum steps required to satisfy the requirements?

A. Create incident statuses and queues
B. Create incident queues and severities
C. Create incident statuses, queues, and severities
D. Create incident severities

Question 2

Your customer would like you to create a workflow following these requirements:
Requirement 1: The workflow will allow the agent to switch between workspaces by clicking the "Select Workspace" button.
Requirement 2: The agent can launch the script both within the workspace as well as by leaving the workspace while still inside the workflow.
Requirement 3: The workflow must capture all phone data provided to the agent in their desktop softphone application.
-DSN -ANI -Language -Exit reason -Transfer From -Transfer Notes
Requirement 4: If a contact record exists, the workflow must load the contact found as the contact for the incident.
Requirement 5: If a contact record is not found, the contact will be created with all the data captured from softphone.
Your customer is not willing to purchase or deploy custom objects to manage any data coming from their CTI integration.
Identify which three requirements can be accomplished through the use of standard workflow/workspace functionality.

A. Requirement 3
B. Requirement 4
C. Requirement 1
D. Requirement 2
E. Requirement 5

Question 3

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

Question 4

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

Question 5

Identify the three options available on the deployment screen in customer portal.

A. Promote
B. Stage
C. Rollback
D. Production
E. Develop

Solutions: