Oracle 1Z0-465 : Oracle RightNow CX Cloud Service 2012 Essentials

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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. 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 1
C) Requirement 5
D) Requirement 4
E) Requirement 2

2. Select the two statements that describe reasons why you would link products to categories.

A) It allows filtering of product and category menus on customer portal pages
B) It allows filtered product and category lists when creating answers
C) It allows filtering of product and category menus on incident workspaces
D) It simplifies reporting on answers and incidents products and categories

3. 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) Entry Point
C) Workspace
D) Decision
E) Set Fields

4. Your customer has five active agents, one agent profile, three products, and three incident queues (queue1, queue2, and queue3).
Their incidents are directed to each queue based on their three products.
Each product is assigned a unique queue.
The priority of queue to be worked are queue 1, queue2, and queue3.
Identify which two items will solve this problem.

A) Change the full policy for the agent profile to manual and instruct at least one of the agents to pull queue3.
B) Create an escalation rule for the agent profile to "First Due".
C) Create a new agent profile that has a reverse queue order and assign at least one agent to the new profile.
D) Change the pull policy for the agent profile to ""First Due.

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

Solutions: