Oracle 1Z0-465 : Oracle RightNow CX Cloud Service 2012 Essentials

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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

2. Which incident field is designed to be used by your customer to standardize tracking of how incidents are resolved?

A) Disposition
B) Source
C) Response Message
D) SLA Instance
E) Severity

3. Select the two statements that describe reasons why you would link products to categories.

A) It allows filtering of product and category menus on customer portal pages
B) It allows filtered product and category lists when creating answers
C) It allows filtering of product and category menus on incident workspaces
D) It simplifies reporting on answers and incidents products and categories

4. Your customer wants to implement a new business process. They have given you these requirements:
-All contacts when created will have the contacts.c$free_trial custom field set to NO (default in no
value). -All contacts will be added to organization = "Temp". -All contacts with contacts.c$free_trial = "Yes" will have an opportunity created that is assigned to
"agent 1", with a status = "Lead" and territory = EMA - United Kingdom.
Identify the three minimum rule types to be configured to meet the requirement.

A) Task Rules
B) Opportunity Rules
C) Survey Rules
D) Contact Rules
E) Organization Rules
F) Incident Rule
G) Chat Rules

5. Your customer has special business process where their agents will put incidents into a waiting status for a period of one week on a regular status basis.
Your customer would like these incidents to remain in the waiting status until the agent has finished researching the incidents(s).
Your customer does not want these incidents to close until 7 calendar days have passed.
Which configuration setting needs to be modified form its default value in order to prevent the system from closing the waiting incident automatically?

A) PURGE_DELETE_INCIDENTS
B) CI_HOURS
C) MYQ_REOPEN_DEADLINE
D) CI_WAITING_CALC_DAYS
E) DORMANT_INCIDENTS

Solutions: