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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer wants to put the information in the "answer" section of their knowledgebase article as more important than the information in the "subject" section.
What two system configuration settings can be modified to increase the value of the phrases in the "answer" versus the "subject" during a search from either customer portal of the agent desktop?

A) SRCH_CAT_WEIGHT
B) SRCH_SUBJECT_WEIGHT
C) SRCH_DESC_WEIGHT
D) SRCH_KEY_WEIGHT
E) SRCH_BODY_WEIGHT
F) SRCH_PROD_WEIGHT
G) SRCH_ATTACH_WEIGHT

2. Your customer would like a high, medium, or low severity level assigned to each incident. The agents will service the incidents using a queue representing each severity. Which option shows the minimum steps required to satisfy the requirements?

A) Create incident statuses and queues
B) Create incident queues and severities
C) Create incident statuses, queues, and severities
D) Create incident severities

3. Your customer has asked that all of the knowledge base answers be updated with new address and contact details.
There are about 500 answers existing to date and your client informs that they will be moving again at the end of the year and do not have the man power to keep this up to date on an ongoing basis.
Your client has three interfaces for each of their lines business that will all have different information.
What do you tell your client to configure?

A) Call support and have them run a search and replace on the database.
B) Search for all answers with the address and update them.
C) Create variable and update all answers to include it.
D) Create a standard text to include the new addresses and update all the answers to include it.

4. Which three expressions use proper syntax?

A) If(incidents.assign_group_id = 100460, 'With Support', 'Not with Suport')
B) If (incidents.assgn_acct_id IS NULL, 'Not Assigned', 0)
C) Avg(incidents.c&times_opened)
D) Date_diff(incidents.closed, incidents.created)
E) Sum(if(incidents.status_id < > 2, 1, 0))

5. 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_ENABLED
B) EGW_AUTO_CONT_CREATE
C) EGW_SAVE_EMAIL_HEADERS
D) EGW_SECURE_UPDATE_ENABLED
E) EGW_UPDATE_BY_CREATE

Solutions: