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

1. Your customer wants agents to automatically receive an incident private note that explains how to handle specific responses from customers.
These incidents would be identified by specific terms in the subject line.
Select three steps needed to accomplish this.

A) Create Standard Text with instructions.
B) Use an Incident Business Rule to append standard text to the uncommitted response buffer.
C) Add the Standard Text as Private Note to Thread in the workspace rule.
D) Add a workspace rule that checks for identified terms in the subject line.
E) Use an Incident Business Rule to append standard text to Customer Thread.

2. During requirements gathering, your customer determines that since they will be directing customers to support pages from their website, they would like the default Home page to be removed.
Which three of the available options are required to complete this requirement?

A) Upgrade the site.css file to remove references to the Home page.
B) Remove the "Home page" navigation option from the template file.
C) Delete the home.php file from the customer portal site.
D) Update the config verb CP_Login_URL
E) Update the config verb CP_HOME_URL.

3. Which three actions must be performed in order to configure cloud Monitor?

A) Add or update a list of favorites.
B) Set up a Cloud Monitor search schedule.
C) Add or update profiles to include-Cloud Monitor permissions.
D) Add or update profiles to include permission to add themes and Clustering.
E) Add or update staff accounts to use profiles that include Cloud Monitor permissions.
F) Add or update navigation sets to include the Cloud Monitor navigation button and component

4. Your customer's "Chat Survey Score" report contains valid records; however all of the average scores to be zero.
What two steps will correct this?

A) Add values to the Score field in the Survey Questions.
B) Refresh the Chat Survey report.
C) Update the Filters in the report.
D) Change the Survey questions to a Matrix type.
E) Change the format of the Average Score.
F) Ensure the survey's questions are included In the "Chat Survey Score" report.

5. Your customer has asked you to create a report that will need to be sent to the executive management.
None of the receipts of this report has access to the system, and the same monthly report should be delivered to all recipients.
The management team frequently changes and your customer does not want to alter the report schedule after configuration.
After creating the report what two additional steps need to be taken?

A) Upgrade the permissions for the report to include the executive team.
B) Create a dashboard for the report.
C) Send a notification to the execution team that the report is available.
D) Set the up staff accounts for the executive team.
E) Create and add the distribution list to the schedule.
F) Create a schedule record for the report.

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