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Oracle RightNow CX Cloud Service 2012 Essentials : 1Z0-465 Exam Questions
- Exam Code: 1Z0-465
- Exam Name: Oracle RightNow CX Cloud Service 2012 Essentials
- Updated: Oct 07, 2026
- Q&As: 80 Questions and Answers
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Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Site Configuration Administration | 20% | - Custom fields and objects - Mailboxes and interface configuration - Business rules and standard text - Service level agreements |
| Topic 2: Answer Management Administration | 18% | - Knowledge base components - Search priority words and dictionaries - Access levels and permissions |
| Topic 3: Feedback, Chat & Customer Portal | 5% | - Customer Portal basics - Chat and co-browse configuration - Surveys and feedback management |
| Topic 4: Incident Management | 12% | - Guided assistance setup - Incident lifecycle and statuses |
| Topic 5: Application Appearance | 15% | - Agent scripts - Workspaces and navigation sets - Customizable menus and agent workflow |
| Topic 6: Oracle RightNow Overview | 10% | - Purpose and components of Customer Experience |
| Topic 7: RightNow Analytics | 8% | - Standard and custom reports - Scheduled reports and dashboards |
| Topic 8: Staff Management | 12% | - Staff accounts and profiles - Password policies and security settings |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
Question #1
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. 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.
- C. Create a workspace rule that sets the Assigned field to null when an agent logs out.
- D. The agent reassigns each incident to another agent before they log off.
Correct Answer: B,D 🗳️
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Question #2
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 Auto Build product disposition links is not selected.
- B. The incident workspace does not have a filter workspace rule assigned.
- C. Your customer's agents must log out and log back in.
- D. The client has not refreshed the incident in the incident workspace.
- E. The enable product disposition linking is not selected.
Correct Answer: B,D 🗳️
Explanation: Only visible for VCEPrep members. You can sign-up / login (it's free).
Question #3
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. Set the data type for a custom field to Text Field.
- B. Create a custom field for Answer.
- C. Select the Interface Visibility Marketing & Feedback to web form check box.
- D. Select the Interface Visibility End User - Read/Write check box.
- E. Set the data type for a custom field to Menu.
- F. Create a custom field for Incident.
Correct Answer: A,D,F 🗳️
Question #4
View the Exhibit.
Your customer has "Gold" level SLAs being applied to organization automatically with an organization rule.
After six months the business decides to reduce the turnaround time for the response.
Instead of responding in 24 hours yours agents need to respond to the end customers within the
business hours.
You modify the Gold SLA to reflect this change but you notice that the SLA reports are still using a
24 hours response time.
Which statement is correct?
- A. The SLA reports will need to be modified to use the new SLA.
- B. Your site has been corrupted with "Ghost" SLAs (See Exhibit).
- C. Updating the SLA will not automatically update the organization's SLA.
- D. You have not activated the rules so the updated SLAs are not being applied.
Correct Answer: A 🗳️
Question #5
Your customer has five different incidents queues:
-Help -Tier 2 -Escaped -Accounting -VIP The Help and VIP queues have the quickest response goals.
Which two configurations will ensure that an agent's profile pulls incidents assigned these queues first using a single agent profile?
- A. Add all five queues to the agent's profile.
- B. Use the Strict Priority Pull Policy
- C. Create an agent profile to only work these two queues.
- D. Use the First Due Pull Policy
- E. Add all five queues to the agent's profile with Helper and VIP being the first two in the list.
Correct Answer: B,E 🗳️
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