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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

2. A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for the follow up: #120728000001
A member of your support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it."
Which two actions will allow you to identify the correct message base item if you do not know which message base you need to edit?

A) Run a message base report and search for the text string you want to change.
B) Submit an incident to customer care.
C) Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
D) Look for the message in the receipt email body.

3. Which three expressions use proper syntax?

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

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

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

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: