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Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Integration and Extensibility | - APIs and customization options - Integration with external systems |
| Topic 2: Knowledge Management | - Content creation and publishing - Knowledge base structure and maintenance |
| Topic 3: Reporting and Analytics | - Standard reports and dashboards - Analytics and performance tracking |
| Topic 4: Agent Desktop and Service Console | - Case management processes - Agent workspace navigation and usage |
| Topic 5: Administration and Configuration | - Business rules and workflow configuration - User and role management - Site configuration and setup |
| Topic 6: RightNow CX Cloud Service Overview | - Core concepts of Oracle RightNow CX - Cloud service architecture and components |
| Topic 7: Customer Portal and Experience | - Customer interaction channels - Self-service portal configuration |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
Identify the seven data types that are available as custom fields.
- A. Text Area
- B. Integer
- C. Multi Select Menu
- D. Yes/No
- E. Text Field
- F. Menu
- G. Date/Time
- H. Date Field
- I. Currency
- J. Float
Correct Answer: A,B,C,D,E,F,G,H 🗳️
Your customer has asked that all incidents be "scanned" for words that may revolve around product defects and injures so that they can alert their risk management team of any possible product issues or liability. The customer accepts that 100% accuracy is not available, and accepts that they will be false positives and a margin for error.
They have provided you he following words to be "scanned":
-Mouth -Jaw -Cheek -Jowl -Chin
-Oral
-Palate
The customer requires the following:
-Match whole words only
-All valid words must be preceded with a space.
-All valid words must be spelled correctly.
-All words must be directly followed by a meta character in this list:
-, {comma}
-. {period}
-' {single quote}
-" {double quote}
-; {semi colon}
-: {colon}
-{space}
-! {exclamation point}
-? {question mark}
-& {ampersand}
You decide to use a regular expression to search for these words in all incoming emails.
^mouth [ , | . | ' | " | ; | : | | ! | ? | & ] | \ jaw [| , | . | ' | " | : | ! | &] | \ cheek [ , | ' | ; | : | | ! | ? | &] | \
jowl [ , | . | ' | ; | | !| ? | &] | \ chin$ [ , | . | ' | " | ; | | ! | ? | & ] | \ oral [ , | . | ' | " | : | | ? | & ] | \ pallate [
, | . | ' | " | : | | ! | ? | &] | \
Identify the three words that will be correctly matched to this regular expression.
- A. Mouth
- B. Jowl
- C. Jaw
- D. Oral
- E. Palate
- F. Cheek
- G. Chin
Correct Answer: B,C,F 🗳️
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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. There are no return events listed in the incident workflow for the script to use.
- B. The agents cannot get to the pages where they can end the script.
- 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.
Correct Answer: A,B 🗳️
Which three expressions use proper syntax?
- A. Date_diff(incidents.closed, incidents.created)
- B. Avg(incidents.c×_opened)
- C. If(incidents.assign_group_id = 100460, 'With Support', 'Not with Suport')
- D. If (incidents.assgn_acct_id IS NULL, 'Not Assigned', 0)
- E. Sum(if(incidents.status_id < > 2, 1, 0))
Correct Answer: A,C,D 🗳️
Your customer has a single Service level Agreement and applies the service Level Agreement called Reseller when a contact is a reseller of their services.
These end customers often have their own ticketing system, and in order to capture the reseller's ticket number, the customer has requested that their Ask page be upgraded to include an External Ticket Number custom field only when the logged in contact has a Service level Agreement that only a reseller would have.
Which two widgets or tags are used to complete your customer's request?
- A. Use the "FormInput" widget.
- B. Use the "Conditional" tag with an "sla" attribute.
- C. Use the "Field" tag with the "name" attribute.
- D. Use the "FormSubmit" widget.
- E. Use the "FormInputCustom" widget.
Correct Answer: B,C 🗳️
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