Oracle 1Z0-465 Q&A - in .pdf
- Exam Code: 1Z0-465
- Exam Name: Oracle RightNow CX Cloud Service 2012 Essentials
- Updated: Sep 27, 2026
- Q & A: 80 Questions and Answers
- PDF Price: $59.99
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Oracle 1Z0-465 Q&A - Testing Engine
- Exam Code: 1Z0-465
- Exam Name: Oracle RightNow CX Cloud Service 2012 Essentials
- Updated: Sep 27, 2026
- Q & A: 80 Questions and Answers
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Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Knowledge Management | - Content creation and publishing - Knowledge base structure and maintenance |
| Topic 2: Agent Desktop and Service Console | - Agent workspace navigation and usage - Case management processes |
| Topic 3: Integration and Extensibility | - Integration with external systems - APIs and customization options |
| Topic 4: Reporting and Analytics | - Standard reports and dashboards - Analytics and performance tracking |
| Topic 5: Customer Portal and Experience | - Self-service portal configuration - Customer interaction channels |
| Topic 6: RightNow CX Cloud Service Overview | - Core concepts of Oracle RightNow CX - Cloud service architecture and components |
| Topic 7: Administration and Configuration | - Business rules and workflow configuration - User and role management - Site configuration and setup |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
Your customer has five active agents, one agent profile, three products, and three incident queues (queue1, queue2, and queue3).
Their incidents are directed to each queue based on their three products.
Each product is assigned a unique queue.
The priority of queue to be worked are queue 1, queue2, and queue3.
Identify which two items will solve this problem.
- A. Create an escalation rule for the agent profile to "First Due".
- B. Change the full policy for the agent profile to manual and instruct at least one of the agents to pull queue3.
- C. Change the pull policy for the agent profile to ""First Due.
- D. Create a new agent profile that has a reverse queue order and assign at least one agent to the new profile.
Correct Answer: A,D 🗳️
Your customer would like to have the default search report (Answers - Complex Expression Search Default) on their customer portal page altered with the following requirements.
-They want the New and Update tags to be displayed for only 7 days. -They want to display the Answer's score.
Identify the two options that will enable you to complete the requirements.
- A. Delete the exceptions for New and Updated.
- B. Change the variables for $new and $updated.
- C. Insert the score (solved count) columns.
- D. Update the configuration settings of ANS_NEW_INC_DURATION and ANS_UPD_INC_DURATION.
- E. Unhide the computed score (solved) column.
Correct Answer: C,D 🗳️
Explanation: Only visible for Prep4sureGuide 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 reassigns each incident to another agent before they log off.
- B. Create a workspace rule that sets the Assigned field to null when an agent logs out.
- C. 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.
- D. The agent does a multi-edit update for all incidents in their inbox and changes the assigned field to full.
Correct Answer: A,C 🗳️
Explanation: Only visible for Prep4sureGuide members. You can sign-up / login (it's free).
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 the category 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 an incident custom field to identify the customer's incident type of help.
Correct Answer: B,D 🗳️
Identify the seven data types that are available as custom fields.
- A. Yes/No
- B. Date Field
- C. Text Area
- D. Float
- E. Currency
- F. Multi Select Menu
- G. Text Field
- H. Integer
- I. Date/Time
- J. Menu
Correct Answer: A,B,C,F,G,H,I,J 🗳️
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