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Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Feedback, Chat & Customer Portal | 5% | - Chat and co-browse configuration - Customer Portal basics - Surveys and feedback management |
| Staff Management | 12% | - Staff accounts and profiles - Password policies and security settings |
| Oracle RightNow Overview | 10% | - Purpose and components of Customer Experience |
| Answer Management Administration | 18% | - Knowledge base components - Access levels and permissions - Search priority words and dictionaries |
| RightNow Analytics | 8% | - Scheduled reports and dashboards - Standard and custom reports |
| Incident Management | 12% | - Guided assistance setup - Incident lifecycle and statuses |
| Application Appearance | 15% | - Workspaces and navigation sets - Agent scripts - Customizable menus and agent workflow |
| Site Configuration Administration | 20% | - Custom fields and objects - Business rules and standard text - Mailboxes and interface configuration - Service level agreements |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
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 agent can exit any script in the workflow, go to the workspace, and return to the script page that they originally left from.
- C. The workflow must take the agent to an incident workspace to finish their work.
- D. The workflow must allow the agent to restart the workflow from the ending Initial workspace.
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Your customer has five different incidents queues:
-Help -Tier 2 -Escaped -Accounting -VIP The Help and VIP queues have the quickest response goals.
Which two configurations will ensure that an agent's profile pulls incidents assigned these queues first using a single agent profile?
- A. Use the Strict Priority Pull Policy
- B. Use the First Due Pull Policy
- C. Add all five queues to the agent's profile with Helper and VIP being the first two in the list.
- D. Create an agent profile to only work these two queues.
- E. Add all five queues to the agent's profile.
Identify the three options available on the deployment screen in customer portal.
- A. Stage
- B. Production
- C. Promote
- D. Rollback
- E. Develop
Identify which option describes a valid use of the disposition field.
- A. Describe the classification of incidents
- B. The customer selected the nature of the question
- C. Describe the status of the customer question
- D. Describe the topic of knowledgebase answers
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You customer has added a new interface and requests that you set up three navigation sets and associate them with three profiles.
You log in with your original credentials and add the navigation sets.
When you edit the profile and select the dropdown for the new navigation set you don't see the navigation sets you just added.
Why can't you see the navigation set that should be displayed?
- A. The interface was not installed correctly.
- B. You forgot to set the permission in the navigation set for the new interface.
- C. The profile doesn't have permission to the new interface.
- D. You added the navigation set in the wrong interface.
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