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

2. Your customer has asked that all of the knowledge base answers be updated with new address and contact details.
There are about 500 answers existing to date and your client informs that they will be moving again at the end of the year and do not have the man power to keep this up to date on an ongoing basis.
Your client has three interfaces for each of their lines business that will all have different information.
What do you tell your client to configure?

A) Create a standard text to include the new addresses and update all the answers to include it.
B) Search for all answers with the address and update them.
C) Call support and have them run a search and replace on the database.
D) Create variable and update all answers to include it.

3. Your customer has special business process where their agents will put incidents into a waiting status for a period of one week on a regular status basis.
Your customer would like these incidents to remain in the waiting status until the agent has finished researching the incidents(s).
Your customer does not want these incidents to close until 7 calendar days have passed.
Which configuration setting needs to be modified form its default value in order to prevent the system from closing the waiting incident automatically?

A) PURGE_DELETE_INCIDENTS
B) MYQ_REOPEN_DEADLINE
C) DORMANT_INCIDENTS
D) CI_HOURS
E) CI_WAITING_CALC_DAYS

4. Your customer has over a thousand answers in their knowledgebase.
The keyword search report shows that some end customers are searching, using a misspelled word returning zero results.
The client does not want to edit all the answers to fix this situation.
Choose the option that will fix your customer's issue.

A) Add the misspelled words to the stop word list.
B) Add the misspelled words to the alias file.
C) Add the misspelled words to a custom field.
D) Add the misspelled words to the answer keyword.

5. Which are two true statements about chat surveys?

A) You can create a chat rule to pop up a transactional survey at the end of a chat.
B) When displaying a link to a chat survey, customer information cannot be linked back to the 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.

Solutions: