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Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Administration and Configuration | - User management and roles - Site configuration and settings - Workflow and business rules |
| Topic 2: Agent Desktop and Service Interaction | - Incident management - Task and queue management - Customer interaction handling |
| Topic 3: Reporting and Analytics | - Analytics dashboards - Standard reports usage |
| Topic 4: Integration and Customization | - Customization options and tools - Integration concepts and APIs |
| Topic 5: Knowledge Management | - Knowledge base structure - Content creation and publishing - Search optimization and usage |
| Topic 6: RightNow CX Cloud Service Overview | - Core architecture and components - Service cloud concepts and terminology |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
Your customer has asked that all of the knowledge base answers be updated with new address and contact details.
There are about 500 answers existing to date and your client informs that they will be moving again at the end of the year and do not have the man power to keep this up to date on an ongoing basis.
Your client has three interfaces for each of their lines business that will all have different information.
What do you tell your client to configure?
- A. Call support and have them run a search and replace on the database.
- B. Create a standard text to include the new addresses and update all the answers to include it.
- C. Create variable and update all answers to include it.
- D. Search for all answers with the address and update them.
Correct Answer: B 🗳️
Your customer's site consists of four business units using four different interfaces.
To avoid any configuration changes affecting other business units they have created four test environments for all system changes to be deployed and tested for each business unit before moving and changes into production.
Following the standard deployment method, how many deployments (excluding the copy between environments) must take place for the changes to be live in production, if they are customer portal changes for each of the four interfaces on each of the four environments?
- A. 34
- B. 36
- C. 28
- D. 38
- E. 32
- F. 30
- G. 40
Correct Answer: E 🗳️
Which example requires the use of a one to many, parent child custom object application?
- A. Your customer has stated that they want to track when end customers are contacted by sales associates.
- B. Your customer wants to keep track of all the cars the end customers drive.
- C. Your customer has stated that they want to report on end customers that have similar attributes.
- D. Your customer wants to keep track of the end customer's Customer identification Number
Correct Answer: B 🗳️
Explanation: Only visible for TestValid members. You can sign-up / login (it's free).
You are updating the "Salesman" profile in a site where a new custom object has been created called CO.Salesman.
Your customer has requested their salesman to update record in this custom object.
What two settings in the "Salesmen" profile have to be updated to allow them access?
- A. Custom Objects Tab: select the Read check box for package Name "CO" and object Name "Salesman".
- B. Custom Objects Tab: select the update check box for package Name "CO" and object name "Salesmen"
- C. Service Tab: select the Add/Edit check box for incidents.
- D. Sales Tab: select the Edit check box opportunities.
- E. Update the workspace for Opportunities.
- F. Contacts Tab: Select the Edit check box for Sales.
- G. Add a workspace for the Salesmen custom object.
Correct Answer: B,G 🗳️
Referring to custom fields in the system, identify the column identifier that indicates it is a custom field.
- A. C$
- B. RN$
- C. $C
- D. CF$
- E. CO$
Correct Answer: A 🗳️
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