Oracle 1Z0-465

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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

2. You have created an add-in that utilizes the SOAP API, and uploaded it to the agent desktop and the incident workspace so that agents can access your custom product registration table.
The agents are getting an error when trying to use the add-in.
Which three permissions are required for an Agent to use an add-in an incident workspace?

A) Custom Object Read
B) Session Authentication
C) Custom Object Create
D) Object Designer
E) Account Authentication

3. Your customer has linked products and dispositions together on their site. On the agent's incident workspace the list of dispositions is not being filtered.
Select the two actions that will assist in troubleshooting this issue.

A) The incident workspace does not have a filter workspace rule assigned.
B) Your customer's agents must log out and log back in.
C) The Auto Build product disposition links is not selected.
D) The enable product disposition linking is not selected.
E) The client has not refreshed the incident in the incident workspace.

4. Your customer ships packages directly to customers using a track able shipping method.
When an order is shipped, a tracking number is saved in an incident custom field.
In order to quickly respond to customer's questions about shipping status, your customer has requested that a hyperlink control be available on the incident workspace that will load the tracking details of the package associated with the incident when clicked.
The custom field details are below:
-Name: Tracking ID -Data Type: Text Field -Usage: Plain Text -Default Value: Null -Size of Field: 13 -Column Name: tracking_id -Custom Field ID: 87 The URL customer has provided for tracking is https://widgetshippers.com/trackyourpackage?id=
Of the available options, select the one that satisfies your customer's request.

A) https://widgetshippers.com/trackyourpackage?id=$icf_c&tracking_id
B) https://widgetshippers.com/trackyourpackage?id=$p_icf_87
C) https://widgetshippers.com/trackyourpackage?id=incidents.c$tracking_id
D) https://widgetshippers.com/trackyourpackage?:id=incidents.c$tracking_id
E) https://widgetshippers.com/trackyourpackage?id=c$tracking_id

5. Your customer supports three different brands and needs to be able to send and receive emails using differently branded email.
The end customers may not know that the three brands are supported by the same company or that the Oracle RightNow CX Cloud Service is being used.
Identify the three configurations that must be made to enable this requirement.

A) Use the Friendly From/Branded Address.
B) Create three service mailboxes on the console, and use SMTP forwarding from your customer's mail server.
C) Use your customer's branded email address as the Reply To address.
D) Use SMTP Forwarding from your customer's mail server to the default service mailbox.
E) Use the custhelp.com email address as the Reply To Address.

Solutions: