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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Which incident field is designed to be used by your customer to standardize tracking of how incidents are resolved?

A) Severity
B) Disposition
C) Response Message
D) SLA Instance
E) Source

2. Your customer supports three different brands and needs to be able to send and receive emails using differently branded email.
The end customers may not know that the three brands are supported by the same company or that the Oracle RightNow CX Cloud Service is being used.
Identify the three configurations that must be made to enable this requirement.

A) Use the Friendly From/Branded Address.
B) Create three service mailboxes on the console, and use SMTP forwarding from your customer's mail server.
C) Use the custhelp.com email address as the Reply To Address.
D) Use SMTP Forwarding from your customer's mail server to the default service mailbox.
E) Use your customer's branded email address as the Reply To address.

3. Your customer has special business process where their agents will put incidents into a waiting status for a period of one week on a regular status basis.
Your customer would like these incidents to remain in the waiting status until the agent has finished researching the incidents(s).
Your customer does not want these incidents to close until 7 calendar days have passed.
Which configuration setting needs to be modified form its default value in order to prevent the system from closing the waiting incident automatically?

A) CI_HOURS
B) MYQ_REOPEN_DEADLINE
C) DORMANT_INCIDENTS
D) PURGE_DELETE_INCIDENTS
E) CI_WAITING_CALC_DAYS

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

5. Which three expressions use proper syntax?

A) Sum(if(incidents.status_id < > 2, 1, 0))
B) Avg(incidents.c&times_opened)
C) If (incidents.assgn_acct_id IS NULL, 'Not Assigned', 0)
D) If(incidents.assign_group_id = 100460, 'With Support', 'Not with Suport')
E) Date_diff(incidents.closed, incidents.created)

Solutions: