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

2. Identify the seven data types that are available as custom fields.

A) Date/Time
B) Menu
C) Multi Select Menu
D) Currency
E) Date Field
F) Text Field
G) Yes/No
H) Text Area
I) Integer
J) Float

3. Your customer has performed a search on the knowledgebase and has stated that they are getting strange results. Every time they search for the word "widget" the correct answer appears as the 10th answer on the search results and not at the top of the first page.
How can you increase the value of the word "widget" In the knowledgebase search results?

A) Assign all products and categories to the knowledgebase answer.
B) Add the search term to the keyword field of the knowledgebase answer.
C) Set the display position to "Fix at top."
D) Set the display position to "Place at top."

4. Your customer has asked you to enable their system and agents to capture an order number.
The order number field is a nine-digit alphanumeric field.
They would also like their end customers to enter their own order number when asking a question on the customer portal pages.
Identify three steps to establish the field.

A) Create a custom field for Incident.
B) Create a custom field for Answer.
C) Set the data type for a custom field to Text Field.
D) Select the Interface Visibility Marketing & Feedback to web form check box.
E) Set the data type for a custom field to Menu.
F) Select the Interface Visibility End User - Read/Write check box.

5. Your customer wants to set a disposition and add specific standard text item automatically based on a given endpoint within guided Assistant path info the response thread.
What are the two steps required to complete this request?

A) Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
B) Use an Incident Business rule to fire a named event and populate the standard text to the message thread.
C) Create a Named Event to fire each end point of the Guide.
D) Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required on the incident workplace.
E) Use Agent Workflow to populate the disposition and populate the standard text based on the named event in the guide.

Solutions: