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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer would like to run incident report with up to five years of data on incidents and activity for a given agent regardless of whether an agent has left the company.
Your customer is not sure what they need to do to keep from deleting data for agents that have left the company.
Identify which option would allow your customer to administer the staff accounts to enable the reporting abilities they require.

A) Disabled from Assignment
B) Do not disable, but lock the staff account
C) Permanently Disabled
D) Reassign the old incidents to another staff accounts called Former Employee
E) Disabled from Assignment and Report Filters

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 simplifies reporting on answers and incidents products and categories
D) It allows filtering of product and category menus on incident workspaces

3. Which are two true statements about chat surveys?

A) When displaying a link to a chat survey, customer information cannot be linked back to the chat.
B) You can create a chat rule to pop up a transactional survey at the end of a chat.
C) Sending a link to a survey can only be done by the agent during or at the end of chat.
D) You can create a chat rule to email a transactional survey to the customer at the end of a chat.

4. You have created an add-in that utilizes the SOAP API, and uploaded it to the agent desktop and the incident workspace so that agents can access your custom product registration table.
The agents are getting an error when trying to use the add-in.
Which three permissions are required for an Agent to use an add-in an incident workspace?

A) Object Designer
B) Custom Object Read
C) Account Authentication
D) Session Authentication
E) Custom Object Create

5. Your customer wants agents to automatically receive an incident private note that explains how to handle specific responses from customers.
These incidents would be identified by specific terms in the subject line.
Select three steps needed to accomplish this.

A) Add the Standard Text as Private Note to Thread in the workspace rule.
B) Use an Incident Business Rule to append standard text to the uncommitted response buffer.
C) Add a workspace rule that checks for identified terms in the subject line.
D) Create Standard Text with instructions.
E) Use an Incident Business Rule to append standard text to Customer Thread.

Solutions: