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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer would like to run incident report with up to five years of data on incidents and activity for a given agent regardless of whether an agent has left the company.
Your customer is not sure what they need to do to keep from deleting data for agents that have left the company.
Identify which option would allow your customer to administer the staff accounts to enable the reporting abilities they require.

A) Disabled from Assignment
B) Do not disable, but lock the staff account
C) Permanently Disabled
D) Reassign the old incidents to another staff accounts called Former Employee
E) Disabled from Assignment and Report Filters

2. 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) The agent reassigns each incident to another agent before they log off.
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) Create a workspace rule that sets the Assigned field to null when an agent logs out.

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

4. Your customer has requested a workflow with the following requirements:
-All workflows have a return event that allows users to exit the workflow -Every return event leads to a wrap up script that is positioned just before the incident workspace -Every exit takes the agent to the incident workspace -There is a "return to script" button on the workspace to take the agent to a workspace listing all
available scripts.
Identify the requirement that could not be met.

A) There must be a single script that all agents see to finish their conversation with the end customer.
B) The workflow must take the agent to an incident workspace to finish their work.
C) The workflow must allow the agent to restart the workflow from the ending Initial workspace.
D) The agent can exit any script in the workflow, go to the workspace, and return to the script page that they originally left from.

5. Your customer would like some changes to be made in the incident workspace. Which three changes can be made by using workspace functionality?

A) Copy the value in the Queue menu to a custom field.
B) Conditionally hide specific product items based on the logged in staff account's profile.
C) Right justify all field labels on the workspace
D) Change the color of the Banner Flag based on the incident's severity.
E) Focus on a specific workspace tab based on the value of a custom field.

Solutions: