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

2. Your customer's agent is using the Co-Browse feature with an end customer who is using a Mac.
The Co-Browse is displaying an error and will not work. What action must the agent take to allow Co-Browse to work on Mac OS?

A) Have the customer use the IE browser.
B) Nothing, Co Browse is not supported for a Mac OS.
C) Instruct the end customer to enable Java on their Mac.
D) Have the customer clear their browser cache and try again.

3. 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.

4. 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.

5. 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

Solutions: