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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Which three actions must be performed in order to configure cloud Monitor?

A) Set up a Cloud Monitor search schedule.
B) Add or update a list of favorites.
C) Add or update staff accounts to use profiles that include Cloud Monitor permissions.
D) Add or update profiles to include permission to add themes and Clustering.
E) Add or update navigation sets to include the Cloud Monitor navigation button and component
F) Add or update profiles to include-Cloud Monitor permissions.

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

3. Your customer has two different types of end customers that will be visiting their knowledgebase website.
The types are "public customers" and "registered customers".
They would like to present additional knowledgebase answers to the registered customers.
Choose the two statements required to set up this type of environment.

A) Create a special public answer status for the registered customer answers.
B) Set up an access level without customer visibility and assign it to all the customer answers.
C) Create special Products and Categories for the registered customer answers.
D) Set up an access level without customer visibility and assign it to the registered customer answers.
E) Ensure registered customers in to the knowledgebase website and are assigned a service level with the access level to their account.

4.
Which two statements are true about the Oracle RightNow CX Cloud Service Application button?

A) Provides context-sensitive help
B) Provides quick access to any of the interfaces defined for your application
C) Contains shortcuts for adding records and items to the knowledge base
D) Can include shortcuts to commonly used reports

5. 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 a custom field.
C) Add the misspelled words to the alias file.
D) Add the misspelled words to the answer keyword.

Solutions: