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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer is editing a contact workspace that is the parent of a object customer. They do not see the child custom object information.
Select the three areas to check to verify that the condition is correct.

A) The custom object has a relationship with the parent.
B) The custom object has workspace permissions.
C) The profile has custom object permissions.
D) The custom object was deployed.
E) The custom object has an associated workspace.

2. Your customer wants to put the information in the "answer" section of their knowledgebase article as more important than the information in the "subject" section.
What two system configuration settings can be modified to increase the value of the phrases in the "answer" versus the "subject" during a search from either customer portal of the agent desktop?

A) SRCH_KEY_WEIGHT
B) SRCH_PROD_WEIGHT
C) SRCH_SUBJECT_WEIGHT
D) SRCH_CAT_WEIGHT
E) SRCH_ATTACH_WEIGHT
F) SRCH_BODY_WEIGHT
G) SRCH_DESC_WEIGHT

3. A client would like to edit a contact record and in addition add warranty Information.
Select the implementation steps required using the Custom object design below.

A) Insert a report control and assign a Warranties report into a tab in the Contact workspace
B) Use the Warranties workspace and add the Contact control.
C) Insert the Warranties fields into the Contact workspace.
D) Insert the Warranties control into a tab in the Contact workspace.

4. When an incident is opened, your customer would like to have different workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page.
When designing the workflow used to complete this requirement, which three elements are necessary?

A) Load
B) Decision
C) Workspace
D) Set Fields
E) Entry Point

5. Which are two true statements about chat surveys?

A) You can create a chat rule to email a transactional survey to the customer at the end of a chat.
B) You can create a chat rule to pop up a transactional survey at the end of a chat.
C) When displaying a link to a chat survey, customer information cannot be linked back to the chat.
D) Sending a link to a survey can only be done by the agent during or at the end of chat.

Solutions: