Oracle Oracle Applications 1Z0-465

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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer requested that you create a new report and make it available in the agent's navigation set.
You create the report and add it to the agent's navigation set. However, the agents cannot see the new report.
Select three actions you must perform to identify the reason the report does not display for the agents.

A) Review the filters in the report to ensure the Assign field selection is set to Logged In.
B) Validate the Analytics permissions set for the report
C) Check the Customize Navigation Sets selection.
D) Review the navigation set in the profile to ensure it matches the navigation set you updated.
E) Verify that profile permissions in Service has a check for "Read" under Incidents.
F) Request the agents to log off and log back on.

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

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

3. Your customer has two different types of end customers that will be visiting their knowledgebase website.
The types are "public customers" and "registered customers".
They would like to present additional knowledgebase answers to the registered customers.
Choose the two statements required to set up this type of environment.

A) Create a special public answer status for the registered customer answers.
B) Set up an access level without customer visibility and assign it to the registered customer answers.
C) Ensure registered customers in to the knowledgebase website and are assigned a service level with the access level to their account.
D) Create special Products and Categories for the registered customer answers.
E) Set up an access level without customer visibility and assign it to all the customer answers.

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

5. During requirements gathering, your customer determines that since they will be directing customers to support pages from their website, they would like the default Home page to be removed.
Which three of the available options are required to complete this requirement?

A) Update the config verb CP_HOME_URL.
B) Delete the home.php file from the customer portal site.
C) Upgrade the site.css file to remove references to the Home page.
D) Update the config verb CP_Login_URL
E) Remove the "Home page" navigation option from the template file.

Solutions:

Question # 1 Answer: A,B,D

Question # 2 Answer: D

Question # 3 Answer: C,D

Question # 4 Answer: B,D

Question # 5 Answer: A,C,E