Oracle RightNow CX Cloud Service 2012 Essentials 認定 1Z0-465 試験問題:

1. You have created variables for your customer address to be used throughout their system
What three pieces of functionality will allow the use of these variables?

A) Incident Rules
B) Agent Scripting
C) Standard text
D) Answers
E) Incidents
F) Workflow

2. Your customer is a printing company and every knowledgebase article contains the word "print.
Which configuration will enable end customer searches to return a single knowledge article result when searching with "print"?

A) Add "print" using the stop word editor and add "print" to only one knowledgebase article keyword
B) Add "print" to only one knowledgebase article keyword and add "print" to a search priority word and assign multiple answers.
C) Add "print" using the stop word editor and add "print" to a search priority word and assign one answer.
D) Add "print" using the Stop word editor and add "print" to the alias file.

3. In which two sections of the Customer Portal is the Guided Assistance widget available for end customers?

A) The answers list page only
B) Ask a Question
C) The answers detail page
D) They are only available when using smart assistant
E) Any page the customer wants it placed
F) The popular answers list page

4. Your customer has asked you to fulfill a list of requirements for their incident workspace.
The customer has explained that the following constraints will be place.
-All incidents received will via a web from that your customer manages which is automatically forwarded to the Oracle Rightnow CX Service mail server. -All incident data will be formatted exactly in the same manner in each email using the following
format: -Last Name -First Name -Product -Serial Number -Question
Requirements:
-Create a tab with "Risk Management" data consisting of custom fields and custom object data, and hide it from all standard agents. -If the serial number is greater than 500000 set the value of the custom field "Risk Management"
Yes. -Capture the "Product" field from the email and populate the product in the incidents.prod_id field. -Capture the Last and First names from the email and populate the product contact.last_name
and contacts.first_name fields. -Create tabs for each product linking to the product information page on your customer's web site. -Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.
They have asked that no customization be part of the new workspace.
Identify the three requirements that are met using standard product features within the workspace.

A) Create a tab with "Risk management" data consisting of custom fields and custom object data, and hide it from all standard agents.
B) If the serial number is greater than 500000 set the value of the custom field "Risk management" = Yes
C) Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.
D) Create tabs for each product linking to the product information page on the customer's web site.
E) Capture the "Product" field from the email and populate the product in the incidents.prod_id field.
F) Capture the Last and First names from the email and populate the product in the contact.last_name and contacts.first_name fields.

5. Within the password configuration settings what does the grace period control?

A) The number of days a notice is sent to the user before his password expires
B) The number of days after a password expires that the user can still log in before the account is locked
C) The number of days after an account is locked when the user can request an online reset of his password
D) The number of days before a manager is noticed of a locked account

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