Oracle Oracle Applications 1Z0-465

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Oracle 1Z0-465 Exam Syllabus Topics:

Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

Question #1
You customer has added a new interface and requests that you set up three navigation sets and associate them with three profiles.
You log in with your original credentials and add the navigation sets.
When you edit the profile and select the dropdown for the new navigation set you don't see the navigation sets you just added.
Why can't you see the navigation set that should be displayed?

A. The interface was not installed correctly.
B. The profile doesn't have permission to the new interface.
C. You forgot to set the permission in the navigation set for the new interface.
D. You added the navigation set in the wrong interface.

Question #2
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 and add the distribution list to the schedule.
B. Send a notification to the execution team that the report is available.
C. Create a schedule record for the report.
D. Set the up staff accounts for the executive team.
E. Upgrade the permissions for the report to include the executive team.
F. Create a dashboard for the report.

Question #3
Your customer wants you to separate their contact records by development.
You determine that to enable this functionality, you need to implement a new custom field, and that the field will need to be available to agents to enter and maintain the values.
Select the four steps to accomplish this.

A. Update the Context Workspace with the new "department" custom field.
B. Create a navigation set that includes the "department" custom field.
C. Set the custom field data type to Text Field.
D. Create a "department" custom Field in the contact table.
E. Add a name and a column name for the new custom field.
F. Create a "department" custom field in the incident table.

Question #4
Your customer would like to classify their incidents by the hierarchy of services they provide, and will route customer web form incidents to agents according to the type of help selected and by service in the hierarchy.
Select the two statements that would satisfy these requirements.

A. Use the product field to identify the services and an incident custom field to identify the customer's incident type of help.
B. Use the product field to identify the services and the category field to identify the customer's incident type of help.
C. Use the category field to identify the customer's incident type of help, and an incident custom field to identify the services.
D. Use the product field to identify the services and the disposition field to identify the customer's incident type of help.

Question #5
View the Exhibit.

Your customer has "Gold" level SLAs being applied to organization automatically with an organization rule.
After six months the business decides to reduce the turnaround time for the response.
Instead of responding in 24 hours yours agents need to respond to the end customers within the
business hours.
You modify the Gold SLA to reflect this change but you notice that the SLA reports are still using a
24 hours response time.
Which statement is correct?

A. The SLA reports will need to be modified to use the new SLA.
B. Your site has been corrupted with "Ghost" SLAs (See Exhibit).
C. Updating the SLA will not automatically update the organization's SLA.
D. You have not activated the rules so the updated SLAs are not being applied.

Solutions: