Oracle Oracle Applications 1Z0-465

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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer has requested a workflow with the following requirements:
-All workflows have a return event that allows users to exit the workflow -Every return event leads to a wrap up script that is positioned just before the incident workspace -Every exit takes the agent to the incident workspace -There is a "return to script" button on the workspace to take the agent to a workspace listing all
available scripts.
Identify the requirement that could not be met.

A) The workflow must take the agent to an incident workspace to finish their work.
B) There must be a single script that all agents see to finish their conversation with the end customer.
C) The workflow must allow the agent to restart the workflow from the ending Initial workspace.
D) The agent can exit any script in the workflow, go to the workspace, and return to the script page that they originally left from.

2. Your customer would like you to alter the create account page.

They would like you to change the following Items:
-Custom fields: (display only these two fields) -Contacts.free_trial (Not Required) -Contacts.contact_okay (Not required)
-Standard fields: -Contact.email_alt1(Required) -Contacts.email_alt2(Not required) -Contacts.ph_mobile(Not required) -Contacts.ph_home(Required) -Name (Not required)
Identify the option that correctly reflects the changes requested by the customer.

A) Option D
B) Option C
C) Option A
D) Option B

3. Your customer has team leads who are responsible for creating business rules and managing staff accounts. However, they should not be allowed to create or modify any profiles.
Which two options should be used to configure the Navigation Set for these team leads?

A) Add the Configuration items of Workspace/Workflows, Rules, and Staff Account by Group Report into the Home Tab and remove default Configuration pane.
B) Add the Configuration item of Rules, and Staff Account by Group report into Home Tab and remove the default Configuration pane.
C) Create a navigation set that only has "Rules" and all "Staff Management" items in the configuration pane.
D) Keep the default Configuration items in the Configuration pane and let the profile handle this.

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

Solutions: