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Last Updated: Sep 11, 2026
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Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Agent Desktop and Service Console | - Case management processes - Agent workspace navigation and usage |
| Topic 2: RightNow CX Cloud Service Overview | - Cloud service architecture and components - Core concepts of Oracle RightNow CX |
| Topic 3: Knowledge Management | - Content creation and publishing - Knowledge base structure and maintenance |
| Topic 4: Reporting and Analytics | - Analytics and performance tracking - Standard reports and dashboards |
| Topic 5: Administration and Configuration | - Site configuration and setup - User and role management - Business rules and workflow configuration |
| Topic 6: Integration and Extensibility | - Integration with external systems - APIs and customization options |
| Topic 7: Customer Portal and Experience | - Customer interaction channels - Self-service portal configuration |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
Select the two statements that describe reasons why you would link products to categories.
- A. It allows filtering of product and category menus on customer portal pages
- B. It allows filtered product and category lists when creating answers
- C. It allows filtering of product and category menus on incident workspaces
- D. It simplifies reporting on answers and incidents products and categories
Correct Answer: A 🗳️
Explanation: Only visible for Prep4King members. You can sign-up / login (it's free).
Identify the three options available on the deployment screen in customer portal.
- A. Stage
- B. Production
- C. Develop
- D. Rollback
- E. Promote
Correct Answer: A,D,E 🗳️
Your customer has asked you to configure profiles for an Oracle RightNow CX Cloud Service
Engine implementation.
Your customer's requirements:
-There will be two queues.
-All incidents will be pulled by the agents.
-Delivery is based on the due date assigned to the incident.
-No agent will be allowed to work on more than five incidents at a time.
Select two configurations needed to accomplish this.
- A. Set Inbox Limit to 5
- B. Set Inbox Limit to 2
- C. Set Pull Quantity to 2
- D. Set Pull Policy to First Due
- E. Set Pull Policy to Manual
- F. Set Pull Policy to Strict priority
- G. Set Pull Quantity to 5
Correct Answer: E,G 🗳️
Explanation: Only visible for Prep4King members. You can sign-up / login (it's free).
Which incident field is designed to be used by your customer to standardize tracking of how incidents are resolved?
- A. Response Message
- B. SLA Instance
- C. Disposition
- D. Severity
- E. Source
Correct Answer: A 🗳️
Explanation: Only visible for Prep4King members. You can sign-up / login (it's free).
Your customer wants to measure agent performance based on feedback from their end customers.
If you end customer provides negative feedback, their incident needs to be reopened automatically. Identify three tasks to fulfill these requirements.
- A. Create a broadcast survey.
- B. Set an incident business rule to send the survey when an incident is closed.
- C. Create a transactional survey.
- D. Assign score to the survey questions and set the status field based on the values of the responses.
- E. Create a report of survey responses.
- F. Schedule a survey to run on a daily basis.
- G. Create a new queue for unhappy customers.
Correct Answer: B,C,D 🗳️
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