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Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: RightNow Analytics | 8% | - Scheduled reports and dashboards - Standard and custom reports |
| Topic 2: Incident Management | 12% | - Incident lifecycle and statuses - Guided assistance setup |
| Topic 3: Site Configuration Administration | 20% | - Service level agreements - Mailboxes and interface configuration - Custom fields and objects - Business rules and standard text |
| Topic 4: Staff Management | 12% | - Password policies and security settings - Staff accounts and profiles |
| Topic 5: Oracle RightNow Overview | 10% | - Purpose and components of Customer Experience |
| Topic 6: Feedback, Chat & Customer Portal | 5% | - Surveys and feedback management - Chat and co-browse configuration - Customer Portal basics |
| Topic 7: Application Appearance | 15% | - Agent scripts - Workspaces and navigation sets - Customizable menus and agent workflow |
| Topic 8: Answer Management Administration | 18% | - Access levels and permissions - Knowledge base components - Search priority words and dictionaries |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
1. Your customer has asked you to create a report that shows all incidents opened within the past month.
The report should show the following columns:
-Number of incidents opened in the past month -Number of incidents opened in the past week -Number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns?
A) AVG
B) IF
C) DECODE
D) NVL
E) SUM
2. Your customer would like some changes to be made in the incident workspace. Which three changes can be made by using workspace functionality?
A) Right justify all field labels on the workspace
B) Copy the value in the Queue menu to a custom field.
C) Conditionally hide specific product items based on the logged in staff account's profile.
D) Change the color of the Banner Flag based on the incident's severity.
E) Focus on a specific workspace tab based on the value of a custom field.
3. How many levels can Products, Categories, and Dispositions have in each hierarchy?
A) 4
B) 5
C) 2
D) 3
E) 6
4. View the Exhibit.
Your customer has "Gold" level SLAs being applied to organization automatically with an organization rule.
After six months the business decides to reduce the turnaround time for the response.
Instead of responding in 24 hours yours agents need to respond to the end customers within the
business hours.
You modify the Gold SLA to reflect this change but you notice that the SLA reports are still using a
24 hours response time.
Which statement is correct?
A) Updating the SLA will not automatically update the organization's SLA.
B) You have not activated the rules so the updated SLAs are not being applied.
C) Your site has been corrupted with "Ghost" SLAs (See Exhibit).
D) The SLA reports will need to be modified to use the new SLA.
5. Incident #120703-002539 was submitted on Tuesday, July 3, 2012 at 1:00 pm.
At what time the initial Response Due (incidents.rel_due) field be stamped using the response requirements shown?
A) Thursday, July 5, 2012 at 12:00 pm
B) Tuesday, July 3, 2012 at 9:00 pm
C) Saturday, July 7, 2012 at 12:00 pm
D) Wednesday, July 4, 2012 at 12:00 pm
E) Thursday, July 5, 2012 at 1:00 pm
Solutions:
| Question # 1 Answer: B,E | Question # 2 Answer: A,C,D | Question # 3 Answer: E | Question # 4 Answer: D | Question # 5 Answer: A |
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