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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Identify the four guidelines that are relevant with regard to web accessibility.

A) Ensure no underlined content exists.
B) Ensure all alternate text is unused.
C) Support increased text sizes.
D) Avoid background sound.
E) Provide multiple methods for finding content.
F) Ensure color alone is not used to convey content.

2. You customer has added a new interface and requests that you set up three navigation sets and associate them with three profiles.
You log in with your original credentials and add the navigation sets.
When you edit the profile and select the dropdown for the new navigation set you don't see the navigation sets you just added.
Why can't you see the navigation set that should be displayed?

A) The interface was not installed correctly.
B) The profile doesn't have permission to the new interface.
C) You added the navigation set in the wrong interface.
D) You forgot to set the permission in the navigation set for the new interface.

3. Your customer has created a new script and has deployed it to the agents in their call center within their incident workflow.
They have noticed an issue that all of their agents cannot end the script of the places that were designed to.
Identity the two reasons for this.

A) There are no return events listed in the incident workflow for the script to use.
B) There are no script beginning and ending buttons enabled for the script pages.
C) The agents cannot get to the pages where they can end the script.
D) There are no exit or finished events being triggered on the script pages.

4. Your client has VIP customers (all of which have a custom contact field of VIP to 'Yes'). They want to offer these customers a higher priority service on Chat.
You intend to do this with a VIP queue.
Which three steps do you also need to perform?

A) Create incident rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.
B) Set the Pull Policy to manual.
C) Create a rule to set an SLA.
D) Create chat rules so that contacts with the VIP field set to 'Yes' are quoted to the VIP queue.
E) Add the VIP queue to the profile of the agents that are taking chats.
F) Move the VIP queue to the top of the top queue list.

5. A client would like to edit a contact record and in addition add warranty Information.
Select the implementation steps required using the Custom object design below.

A) Insert a report control and assign a Warranties report into a tab in the Contact workspace
B) Insert the Warranties control into a tab in the Contact workspace.
C) Insert the Warranties fields into the Contact workspace.
D) Use the Warranties workspace and add the Contact control.

Solutions: