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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Within the password configuration settings what does the grace period control?

A) The number of days a notice is sent to the user before his password expires
B) The number of days after a password expires that the user can still log in before the account is locked
C) The number of days before a manager is noticed of a locked account
D) The number of days after an account is locked when the user can request an online reset of his password

2. Your customer has linked products and dispositions together on their site. On the agent's incident workspace the list of dispositions is not being filtered.
Select the two actions that will assist in troubleshooting this issue.

A) The client has not refreshed the incident in the incident workspace.
B) Your customer's agents must log out and log back in.
C) The Auto Build product disposition links is not selected.
D) The enable product disposition linking is not selected.
E) The incident workspace does not have a filter workspace rule assigned.

3. Your customer runs a 24/7 call center and has a policy starting that incidents that agent's solved by the end of an agent's shift should be moved out of that agent's inbox to be worked by another active agent.
Which two actions will accomplish this?

A) Add a business rule that when an agent logs out, the Assigned field should be set to null for any unresolved incidents for that agent.
B) Create a workspace rule that sets the Assigned field to null when an agent logs out.
C) The agent does a multi-edit update for all incidents in their inbox and changes the assigned field to full.
D) The agent reassigns each incident to another agent before they log off.

4. Which three expressions use proper syntax?

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

5. When using standard reports within the Analytics module there is a limit to what can be edited in each report.
Select the two items that are editable on a standard report.

A) Schedules
B) Permissions
C) Report Heading
D) Graphs
E) Non Selectable Filters
F) Column Headings

Solutions: