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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer would like to run incident report with up to five years of data on incidents and activity for a given agent regardless of whether an agent has left the company.
Your customer is not sure what they need to do to keep from deleting data for agents that have left the company.
Identify which option would allow your customer to administer the staff accounts to enable the reporting abilities they require.

A) Disabled from Assignment
B) Reassign the old incidents to another staff accounts called Former Employee
C) Disabled from Assignment and Report Filters
D) Permanently Disabled
E) Do not disable, but lock the staff account

2. Your customer ships packages directly to customers using a track able shipping method.
When an order is shipped, a tracking number is saved in an incident custom field.
In order to quickly respond to customer's questions about shipping status, your customer has requested that a hyperlink control be available on the incident workspace that will load the tracking details of the package associated with the incident when clicked.
The custom field details are below:
-Name: Tracking ID -Data Type: Text Field -Usage: Plain Text -Default Value: Null -Size of Field: 13 -Column Name: tracking_id -Custom Field ID: 87 The URL customer has provided for tracking is https://widgetshippers.com/trackyourpackage?id=
Of the available options, select the one that satisfies your customer's request.

A) https://widgetshippers.com/trackyourpackage?id=$icf_c&tracking_id
B) https://widgetshippers.com/trackyourpackage?:id=incidents.c$tracking_id
C) https://widgetshippers.com/trackyourpackage?id=$p_icf_87
D) https://widgetshippers.com/trackyourpackage?id=incidents.c$tracking_id
E) https://widgetshippers.com/trackyourpackage?id=c$tracking_id

3. Your customer requested that you create a new report and make it available in the agent's navigation set.
You create the report and add it to the agent's navigation set. However, the agents cannot see the new report.
Select three actions you must perform to identify the reason the report does not display for the agents.

A) Verify that profile permissions in Service has a check for "Read" under Incidents.
B) Review the navigation set in the profile to ensure it matches the navigation set you updated.
C) Check the Customize Navigation Sets selection.
D) Request the agents to log off and log back on.
E) Validate the Analytics permissions set for the report
F) Review the filters in the report to ensure the Assign field selection is set to Logged In.

4. Your customer has created a new script and has deployed it to the agents in their call center within their incident workflow.
They have noticed an issue that all of their agents cannot end the script of the places that were designed to.
Identity the two reasons for this.

A) The agents cannot get to the pages where they can end the script.
B) There are no return events listed in the incident workflow for the script to use.
C) There are no script beginning and ending buttons enabled for the script pages.
D) There are no exit or finished events being triggered on the script pages.

5. Your customer's agent is using the Co-Browse feature with an end customer who is using a Mac.
The Co-Browse is displaying an error and will not work. What action must the agent take to allow Co-Browse to work on Mac OS?

A) Have the customer clear their browser cache and try again.
B) Have the customer use the IE browser.
C) Nothing, Co Browse is not supported for a Mac OS.
D) Instruct the end customer to enable Java on their Mac.

Solutions: