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Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Incident Management | 12% | - Guided assistance setup - Incident lifecycle and statuses |
| Oracle RightNow Overview | 10% | - Purpose and components of Customer Experience |
| Application Appearance | 15% | - Agent scripts - Workspaces and navigation sets - Customizable menus and agent workflow |
| Staff Management | 12% | - Staff accounts and profiles - Password policies and security settings |
| Feedback, Chat & Customer Portal | 5% | - Chat and co-browse configuration - Surveys and feedback management - Customer Portal basics |
| RightNow Analytics | 8% | - Scheduled reports and dashboards - Standard and custom reports |
| Answer Management Administration | 18% | - Knowledge base components - Search priority words and dictionaries - Access levels and permissions |
| Site Configuration Administration | 20% | - Business rules and standard text - Custom fields and objects - Mailboxes and interface configuration - Service level agreements |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
1. Your customer is a printing company and every knowledgebase article contains the word "print.
Which configuration will enable end customer searches to return a single knowledge article result when searching with "print"?
A) Add "print" using the Stop word editor and add "print" to the alias file.
B) Add "print" using the stop word editor and add "print" to a search priority word and assign one answer.
C) Add "print" using the stop word editor and add "print" to only one knowledgebase article keyword
D) Add "print" to only one knowledgebase article keyword and add "print" to a search priority word and assign multiple answers.
2. Your customer is editing a contact workspace that is the parent of a object customer. They do not see the child custom object information.
Select the three areas to check to verify that the condition is correct.
A) The custom object has a relationship with the parent.
B) The custom object has workspace permissions.
C) The custom object was deployed.
D) The profile has custom object permissions.
E) The custom object has an associated workspace.
3. 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) There are no script beginning and ending buttons enabled for the script pages.
C) There are no exit or finished events being triggered on the script pages.
D) The agents cannot get to the pages where they can end the script.
4. In which two sections of the Customer Portal is the Guided Assistance widget available for end customers?
A) The popular answers list page
B) The answers list page only
C) The answers detail page
D) Ask a Question
E) Any page the customer wants it placed
F) They are only available when using smart assistant
5. Select the two statements that describe reasons why you would link products to categories.
A) It allows filtering of product and category menus on incident workspaces
B) It allows filtered product and category lists when creating answers
C) It allows filtering of product and category menus on customer portal pages
D) It simplifies reporting on answers and incidents products and categories
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A,B,C | Question # 3 Answer: A,D | Question # 4 Answer: C,E | Question # 5 Answer: C |



