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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

2. Your customer would like some changes to be made in the incident workspace. Which three changes can be made by using workspace functionality?

A) Change the color of the Banner Flag based on the incident's severity.
B) Conditionally hide specific product items based on the logged in staff account's profile.
C) Focus on a specific workspace tab based on the value of a custom field.
D) Right justify all field labels on the workspace
E) Copy the value in the Queue menu to a custom field.

3. Your customer has a single Service level Agreement and applies the service Level Agreement called Reseller when a contact is a reseller of their services.
These end customers often have their own ticketing system, and in order to capture the reseller's ticket number, the customer has requested that their Ask page be upgraded to include an External Ticket Number custom field only when the logged in contact has a Service level Agreement that only a reseller would have.
Which two widgets or tags are used to complete your customer's request?

A) Use the "FormSubmit" widget.
B) Use the "FormInput" widget.
C) Use the "Conditional" tag with an "sla" attribute.
D) Use the "Field" tag with the "name" attribute.
E) Use the "FormInputCustom" widget.

4. Your customer requested that you create a new report and make it available in the agent's navigation set.
You create the report and add it to the agent's navigation set. However, the agents cannot see the new report.
Select three actions you must perform to identify the reason the report does not display for the agents.

A) Review the filters in the report to ensure the Assign field selection is set to Logged In.
B) Validate the Analytics permissions set for the report
C) Verify that profile permissions in Service has a check for "Read" under Incidents.
D) Request the agents to log off and log back on.
E) Review the navigation set in the profile to ensure it matches the navigation set you updated.
F) Check the Customize Navigation Sets selection.

5. 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 severities
B) Create incident statuses and queues
C) Create incident statuses, queues, and severities
D) Create incident queues and severities

Solutions: