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Oracle 1Z0-465 Actual Tests : Oracle RightNow CX Cloud Service 2012 Essentials
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Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Oracle RightNow Overview | 10% | - Purpose and components of Customer Experience |
| RightNow Analytics | 8% | - Standard and custom reports - Scheduled reports and dashboards |
| Site Configuration Administration | 20% | - Business rules and standard text - Custom fields and objects - Service level agreements - Mailboxes and interface configuration |
| Incident Management | 12% | - Incident lifecycle and statuses - Guided assistance setup |
| Feedback, Chat & Customer Portal | 5% | - Customer Portal basics - Chat and co-browse configuration - Surveys and feedback management |
| Staff Management | 12% | - Staff accounts and profiles - Password policies and security settings |
| Application Appearance | 15% | - Customizable menus and agent workflow - Agent scripts - Workspaces and navigation sets |
| Answer Management Administration | 18% | - Knowledge base components - Access levels and permissions - Search priority words and dictionaries |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
Identify the four guidelines that are relevant with regard to web accessibility.
- A. Avoid background sound.
- B. Support increased text sizes.
- C. Ensure no underlined content exists.
- D. Provide multiple methods for finding content.
- E. Ensure all alternate text is unused.
- F. Ensure color alone is not used to convey content.
Correct Answer: A,B,D,F 🗳️
Your customer would like to classify their incidents by the hierarchy of services they provide, and will route customer web form incidents to agents according to the type of help selected and by service in the hierarchy.
Select the two statements that would satisfy these requirements.
- A. Use the product field to identify the services and the disposition field to identify the customer's incident type of help.
- B. Use the product field to identify the services and an incident custom field to identify the customer's incident type of help.
- C. Use the category field to identify the customer's incident type of help, and an incident custom field to identify the services.
- D. Use the product field to identify the services and the category field to identify the customer's incident type of help.
Correct Answer: B,D 🗳️
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. Wednesday, July 4, 2012 at 12:00 pm
- B. Thursday, July 5, 2012 at 12:00 pm
- C. Tuesday, July 3, 2012 at 9:00 pm
- D. Thursday, July 5, 2012 at 1:00 pm
- E. Saturday, July 7, 2012 at 12:00 pm
Correct Answer: B 🗳️
Explanation: Only visible for Actual4test members. You can sign-up / login (it's free).
Your customer runs a 24/7 call center and has a policy starting that incidents that agent's solved by the end of an agent's shift should be moved out of that agent's inbox to be worked by another active agent.
Which two actions will accomplish this?
- A. The agent does a multi-edit update for all incidents in their inbox and changes the assigned field to full.
- B. Add a business rule that when an agent logs out, the Assigned field should be set to null for any unresolved incidents for that agent.
- C. Create a workspace rule that sets the Assigned field to null when an agent logs out.
- D. The agent reassigns each incident to another agent before they log off.
Correct Answer: B,D 🗳️
Explanation: Only visible for Actual4test members. You can sign-up / login (it's free).
Your customer would like a high, medium, or low severity level assigned to each incident. The agents will service the incidents using a queue representing each severity. Which option shows the minimum steps required to satisfy the requirements?
- A. Create incident statuses, queues, and severities
- B. Create incident statuses and queues
- C. Create incident queues and severities
- D. Create incident severities
Correct Answer: C 🗳️
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