Oracle Oracle Applications 1Z0-465

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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

2. Referring to custom fields in the system, identify the column identifier that indicates it is a custom field.

A) $C
B) CF$
C) CO$
D) C$
E) RN$

3. Your customer runs a 24/7 call center and has a policy starting that incidents that agent's solved by the end of an agent's shift should be moved out of that agent's inbox to be worked by another active agent.
Which two actions will accomplish this?

A) The agent does a multi-edit update for all incidents in their inbox and changes the assigned field to full.
B) The agent reassigns each incident to another agent before they log off.
C) Create a workspace rule that sets the Assigned field to null when an agent logs out.
D) Add a business rule that when an agent logs out, the Assigned field should be set to null for any unresolved incidents for that agent.

4. Select the six actions that initiate the business rules engine to run its configured logic.

A) An agent edits an opportunity.
B) A customer updates their contact details via the end-user pages.
C) The rules engine is updated.
D) An agent edits contacts, incidents, organizations, or tasks.
E) An agent creates or edits an answer.
F) An administrator compiles the rules engine.
G) A customer adds more information to their incident via the end-user pages
H) A customer asks a question on the end user portal.

5. Your customer has asked that all of the knowledge base answers be updated with new address and contact details.
There are about 500 answers existing to date and your client informs that they will be moving again at the end of the year and do not have the man power to keep this up to date on an ongoing basis.
Your client has three interfaces for each of their lines business that will all have different information.
What do you tell your client to configure?

A) Call support and have them run a search and replace on the database.
B) Create variable and update all answers to include it.
C) Create a standard text to include the new addresses and update all the answers to include it.
D) Search for all answers with the address and update them.

Solutions:

Question # 1 Answer: B,D

Question # 2 Answer: D

Question # 3 Answer: B,D

Question # 4 Answer: A,B,D,E,G,H

Question # 5 Answer: C