Oracle 1Z0-465 : Oracle RightNow CX Cloud Service 2012 Essentials

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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Which are two true statements about chat surveys?

A) You can create a chat rule to email a transactional survey to the customer 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 pop up a transactional survey at the end of a chat.

2. Your customer has previously allowed their end customers to be able to submit incidents only via an email mailbox into Outlook.
Now that they are developing Oracle RightNow CX Cloud Services and a Customer portal, they still need to allow emails to be submitted and have an incident created.
What two items must be enabled to meet this requirement?

A) EGW_AUTO_CONT_CREATE
B) EGW_UPDATE_BY_CREATE
C) EGW_ENABLED
D) EGW_SAVE_EMAIL_HEADERS
E) EGW_SECURE_UPDATE_ENABLED

3. Your customer would like you to alter the create account page.

They would like you to change the following Items:
-Custom fields: (display only these two fields) -Contacts.free_trial (Not Required) -Contacts.contact_okay (Not required)
-Standard fields: -Contact.email_alt1(Required) -Contacts.email_alt2(Not required) -Contacts.ph_mobile(Not required) -Contacts.ph_home(Required) -Name (Not required)
Identify the option that correctly reflects the changes requested by the customer.

A) Option B
B) Option C
C) Option D
D) Option A

4. Which incident field is designed to be used by your customer to standardize tracking of how incidents are resolved?

A) Source
B) Response Message
C) Disposition
D) SLA Instance
E) Severity

5. Your customer is a printing company and every knowledgebase article contains the word "print.
Which configuration will enable end customer searches to return a single knowledge article result when searching with "print"?

A) Add "print" using the stop word editor and add "print" to only one knowledgebase article keyword
B) Add "print" using the Stop word editor and add "print" to the alias file.
C) Add "print" using the stop word editor and add "print" to a search priority word and assign one answer.
D) Add "print" to only one knowledgebase article keyword and add "print" to a search priority word and assign multiple answers.

Solutions: