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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

Question 1

Your customer has asked you to create a report that will need to be sent to the executive management.
None of the receipts of this report has access to the system, and the same monthly report should be delivered to all recipients.
The management team frequently changes and your customer does not want to alter the report schedule after configuration.
After creating the report what two additional steps need to be taken?

A. Create a schedule record for the report.
B. Set the up staff accounts for the executive team.
C. Upgrade the permissions for the report to include the executive team.
D. Create a dashboard for the report.
E. Create and add the distribution list to the schedule.
F. Send a notification to the execution team that the report is available.

Question 2

Your customer is going to have three brand-related incident queues.
They need to do an order routing of incidents created through an email channel to different queues.
Identify the correct options to configure your routing rules for initial routing.

A. Create a rule where the sender's domain = a branch, route the incident to the matching brand.
B. Create a rule where if a subject contains the brand name, it should be routed to a brand queue.
C. Create a rule to route to each brand queue from the corresponding service mailbox in the "progress" state.
D. Create a rule to route to each brand queue from the corresponding service mailbox in the "initial" state.

Question 3

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

Question 4

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

Question 5

You are creating several new standard bead entries and want to use variables in your standard text.
What is the difference between "Variable" and "$"?

A. Variable is a fixed value and $ pulls in a dynamic value from the database.
B. Variable pulls in a dynamic value from the database and $ allows the agent to enter a value.
C. $ pulls in a dynamic value from the database and Variable allows the agent to enter a value.
D. Variable pulls in a dynamic value from the database and $ is a fixed variable.
E. $ allows the agent to enter a value and Variable is a fixed value.

Solutions: