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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer is editing a contact workspace that is the parent of a object customer. They do not see the child custom object information.
Select the three areas to check to verify that the condition is correct.

A) The custom object has workspace permissions.
B) The profile has custom object permissions.
C) The custom object has an associated workspace.
D) The custom object has a relationship with the parent.
E) The custom object was deployed.

2. Your customer supports three different brands and needs to be able to send and receive emails using differently branded email.
The end customers may not know that the three brands are supported by the same company or that the Oracle RightNow CX Cloud Service is being used.
Identify the three configurations that must be made to enable this requirement.

A) Create three service mailboxes on the console, and use SMTP forwarding from your customer's mail server.
B) Use SMTP Forwarding from your customer's mail server to the default service mailbox.
C) Use the Friendly From/Branded Address.
D) Use your customer's branded email address as the Reply To address.
E) Use the custhelp.com email address as the Reply To Address.

3. Your customer wants agents to automatically receive an incident private note that explains how to handle specific responses from customers.
These incidents would be identified by specific terms in the subject line.
Select three steps needed to accomplish this.

A) Create Standard Text with instructions.
B) Use an Incident Business Rule to append standard text to the uncommitted response buffer.
C) Add the Standard Text as Private Note to Thread in the workspace rule.
D) Add a workspace rule that checks for identified terms in the subject line.
E) Use an Incident Business Rule to append standard text to Customer Thread.

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. Select the six actions that initiate the business rules engine to run its configured logic.

A) An administrator compiles the rules engine.
B) An agent edits an opportunity.
C) The rules engine is updated.
D) An agent creates or edits an answer.
E) A customer asks a question on the end user portal.
F) A customer updates their contact details via the end-user pages.
G) A customer adds more information to their incident via the end-user pages
H) An agent edits contacts, incidents, organizations, or tasks.

Solutions: