Oracle 1Z0-465

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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

Question 1

Your customer has a complex workspace that has 60 + tabs, 100 + data fields and over 200 + rules that are fired based on agent actions for their different business functions.
Your customer has told you that their workspace is painfully slow and the call center agents cannot do their work.
The customer would like to keep using a single profile for all their agents to simplify administration.
You have condensed many of the rules in the workspace into named events to try and speed things up, but on the call center agents' workstations its still just too slow.
Which three options will speed up the agents' workspace?

A. Reduce the number of data fields on the workspace
B. Utilize a single workspace per business function and assign it to the profile
C. Reduce the number of tabs that need to be rendered
D. Create workspace rules to hide unused tabs when the workspace loads.
E. Utilize workflow to split the workspace into more than one

Question 2

During requirements gathering, your customer determines that since they will be directing customers to support pages from their website, they would like the default Home page to be removed.
Which three of the available options are required to complete this requirement?

A. Remove the "Home page" navigation option from the template file.
B. Upgrade the site.css file to remove references to the Home page.
C. Update the config verb CP_HOME_URL.
D. Delete the home.php file from the customer portal site.
E. Update the config verb CP_Login_URL

Question 3

Your customer has five active agents, one agent profile, three products, and three incident queues (queue1, queue2, and queue3).
Their incidents are directed to each queue based on their three products.
Each product is assigned a unique queue.
The priority of queue to be worked are queue 1, queue2, and queue3.
Identify which two items will solve this problem.

A. Change the full policy for the agent profile to manual and instruct at least one of the agents to pull queue3.
B. Change the pull policy for the agent profile to ""First Due.
C. Create an escalation rule for the agent profile to "First Due".
D. Create a new agent profile that has a reverse queue order and assign at least one agent to the new profile.

Question 4

Your customer has asked you to fulfill a list of requirements for their incident workspace.
The customer has explained that the following constraints will be place.
-All incidents received will via a web from that your customer manages which is automatically forwarded to the Oracle Rightnow CX Service mail server. -All incident data will be formatted exactly in the same manner in each email using the following
format: -Last Name -First Name -Product -Serial Number -Question
Requirements:
-Create a tab with "Risk Management" data consisting of custom fields and custom object data, and hide it from all standard agents. -If the serial number is greater than 500000 set the value of the custom field "Risk Management"
Yes. -Capture the "Product" field from the email and populate the product in the incidents.prod_id field. -Capture the Last and First names from the email and populate the product contact.last_name
and contacts.first_name fields. -Create tabs for each product linking to the product information page on your customer's web site. -Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.
They have asked that no customization be part of the new workspace.
Identify the three requirements that are met using standard product features within the workspace.

A. If the serial number is greater than 500000 set the value of the custom field "Risk management" = Yes
B. Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.
C. Create a tab with "Risk management" data consisting of custom fields and custom object data, and hide it from all standard agents.
D. Capture the Last and First names from the email and populate the product in the contact.last_name and contacts.first_name fields.
E. Create tabs for each product linking to the product information page on the customer's web site.
F. Capture the "Product" field from the email and populate the product in the incidents.prod_id field.

Question 5

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

Solutions: