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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer ships packages directly to customers using a track able shipping method.
When an order is shipped, a tracking number is saved in an incident custom field.
In order to quickly respond to customer's questions about shipping status, your customer has requested that a hyperlink control be available on the incident workspace that will load the tracking details of the package associated with the incident when clicked.
The custom field details are below:
-Name: Tracking ID -Data Type: Text Field -Usage: Plain Text -Default Value: Null -Size of Field: 13 -Column Name: tracking_id -Custom Field ID: 87 The URL customer has provided for tracking is https://widgetshippers.com/trackyourpackage?id=
Of the available options, select the one that satisfies your customer's request.

A) https://widgetshippers.com/trackyourpackage?id=c$tracking_id
B) https://widgetshippers.com/trackyourpackage?:id=incidents.c$tracking_id
C) https://widgetshippers.com/trackyourpackage?id=incidents.c$tracking_id
D) https://widgetshippers.com/trackyourpackage?id=$icf_c&tracking_id
E) https://widgetshippers.com/trackyourpackage?id=$p_icf_87

2. Your customer has requested a workflow with the following requirements:
-All workflows have a return event that allows users to exit the workflow -Every return event leads to a wrap up script that is positioned just before the incident workspace -Every exit takes the agent to the incident workspace -There is a "return to script" button on the workspace to take the agent to a workspace listing all
available scripts.
Identify the requirement that could not be met.

A) The agent can exit any script in the workflow, go to the workspace, and return to the script page that they originally left from.
B) The workflow must allow the agent to restart the workflow from the ending Initial workspace.
C) The workflow must take the agent to an incident workspace to finish their work.
D) There must be a single script that all agents see to finish their conversation with the end customer.

3. View the exhibits.


Your manager asks you to create a report that shows every Staff Account and how many open incidents have been assigned to them. Which report definition meets this criteria?

A) Exhibit C
B) Exhibit D
C) Exhibit A
D) Exhibit E
E) Exhibit B

4. Your customer wants to measure agent performance based on feedback from their end customers.
If you end customer provides negative feedback, their incident needs to be reopened automatically. Identify three tasks to fulfill these requirements.

A) Create a new queue for unhappy customers.
B) Schedule a survey to run on a daily basis.
C) Set an incident business rule to send the survey when an incident is closed.
D) Create a broadcast survey.
E) Create a transactional survey.
F) Create a report of survey responses.
G) Assign score to the survey questions and set the status field based on the values of the responses.

5. 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 be in HTML format.
B) Incident messages shouldn't be sent.
C) All emails sent must contain the response of the agent and not the customer's thread.
D) All emails sent must have the incident reference number at the beginning of the subject.
E) Receipt messages shouldn't be sent.

Solutions: