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Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Administration and Configuration | - Business rules and workflow configuration - User and role management - Site configuration and setup |
| Reporting and Analytics | - Analytics and performance tracking - Standard reports and dashboards |
| Agent Desktop and Service Console | - Case management processes - Agent workspace navigation and usage |
| Knowledge Management | - Knowledge base structure and maintenance - Content creation and publishing |
| RightNow CX Cloud Service Overview | - Core concepts of Oracle RightNow CX - Cloud service architecture and components |
| Integration and Extensibility | - Integration with external systems - APIs and customization options |
| Customer Portal and Experience | - Customer interaction channels - Self-service portal configuration |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
Your customer has over a thousand answers in their knowledgebase.
The keyword search report shows that some end customers are searching, using a misspelled word returning zero results.
The client does not want to edit all the answers to fix this situation.
Choose the option that will fix your customer's issue.
- A. Add the misspelled words to a custom field.
- B. Add the misspelled words to the alias file.
- C. Add the misspelled words to the answer keyword.
- D. Add the misspelled words to the stop word list.
Correct Answer: B 🗳️
Explanation: Only visible for DumpStillValid members. You can sign-up / login (it's free).
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 filtering of product and category menus on incident workspaces
- C. It allows filtered product and category lists when creating answers
- D. It simplifies reporting on answers and incidents products and categories
Correct Answer: A 🗳️
Explanation: Only visible for DumpStillValid members. You can sign-up / login (it's free).
Within the password configuration settings what does the grace period control?
- A. The number of days a notice is sent to the user before his password expires
- B. The number of days after an account is locked when the user can request an online reset of his password
- C. The number of days before a manager is noticed of a locked account
- D. The number of days after a password expires that the user can still log in before the account is locked
Correct Answer: D 🗳️
Explanation: Only visible for DumpStillValid members. You can sign-up / login (it's free).
Identify which option describes a valid use of the disposition field.
- A. The customer selected the nature of the question
- B. Describe the status of the customer question
- C. Describe the classification of incidents
- D. Describe the topic of knowledgebase answers
Correct Answer: B,C 🗳️
Explanation: Only visible for DumpStillValid members. You can sign-up / login (it's free).
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 contain the response of the agent and not the customer's thread.
- B. All emails sent must have the incident reference number at the beginning of the subject.
- C. Receipt messages shouldn't be sent.
- D. Incident messages shouldn't be sent.
- E. All emails sent must be in HTML format.
Correct Answer: A,B,C 🗳️
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Michael 
Adam 
George 
Rosalind 
Berger 
Maxwell 
Winifred 
Yvette 
Stacey 
Mike 
Otis 
Arno 
Irene 
Tina 
