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Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: RightNow CX Cloud Service Overview | - Service cloud concepts and terminology - Core architecture and components |
| Topic 2: Knowledge Management | - Search optimization and usage - Knowledge base structure - Content creation and publishing |
| Topic 3: Integration and Customization | - Customization options and tools - Integration concepts and APIs |
| Topic 4: Reporting and Analytics | - Standard reports usage - Analytics dashboards |
| Topic 5: Administration and Configuration | - User management and roles - Workflow and business rules - Site configuration and settings |
| Topic 6: Agent Desktop and Service Interaction | - Incident management - Task and queue management - Customer interaction handling |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
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 variable and update all answers to include it.
- B. Search for all answers with the address and update them.
- C. Create a standard text to include the new addresses and update all the answers to include it.
- D. Call support and have them run a search and replace on the database.
Correct Answer: C 🗳️
Identify the four guidelines that are relevant with regard to web accessibility.
- A. Ensure no underlined content exists.
- B. Ensure color alone is not used to convey content.
- C. Avoid background sound.
- D. Support increased text sizes.
- E. Provide multiple methods for finding content.
- F. Ensure all alternate text is unused.
Correct Answer: B,C,D,E 🗳️
What is the maximum number of special characters that can be required in a password in addition to having lower and uppercase letters, two numbers, and a maximum character length of 10.
- A. 6
- B. 3
- C. 1
- D. 8
- E. 5
Correct Answer: A 🗳️
Explanation: Only visible for Prep4sures members. You can sign-up / login (it's free).
Which three expressions use proper syntax?
- A. Sum(if(incidents.status_id < > 2, 1, 0))
- B. Date_diff(incidents.closed, incidents.created)
- C. Avg(incidents.c×_opened)
- D. If(incidents.assign_group_id = 100460, 'With Support', 'Not with Suport')
- E. If (incidents.assgn_acct_id IS NULL, 'Not Assigned', 0)
Correct Answer: B,D,E 🗳️
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. Insert the score (solved count) columns.
- B. Change the variables for $new and $updated.
- C. Update the configuration settings of ANS_NEW_INC_DURATION and ANS_UPD_INC_DURATION.
- D. Unhide the computed score (solved) column.
- E. Delete the exceptions for New and Updated.
Correct Answer: A,C 🗳️
Explanation: Only visible for Prep4sures members. You can sign-up / login (it's free).
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