Oracle 1Z0-465

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

2. How many levels can Products, Categories, and Dispositions have in each hierarchy?

A) 2
B) 5
C) 3
D) 6
E) 4

3. When an incident is opened, your customer would like to have different workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page.
When designing the workflow used to complete this requirement, which three elements are necessary?

A) Entry Point
B) Load
C) Set Fields
D) Workspace
E) Decision

4. Your customer has over a thousand answers in their knowledgebase.
The keyword search report shows that some end customers are searching, using a misspelled word returning zero results.
The client does not want to edit all the answers to fix this situation.
Choose the option that will fix your customer's issue.

A) Add the misspelled words to the alias file.
B) Add the misspelled words to the stop word list.
C) Add the misspelled words to the answer keyword.
D) Add the misspelled words to a custom field.

5. Your customer wants to put the information in the "answer" section of their knowledgebase article as more important than the information in the "subject" section.
What two system configuration settings can be modified to increase the value of the phrases in the "answer" versus the "subject" during a search from either customer portal of the agent desktop?

A) SRCH_ATTACH_WEIGHT
B) SRCH_SUBJECT_WEIGHT
C) SRCH_BODY_WEIGHT
D) SRCH_PROD_WEIGHT
E) SRCH_DESC_WEIGHT
F) SRCH_KEY_WEIGHT
G) SRCH_CAT_WEIGHT

Solutions: