Oracle 1Z0-465 : Oracle RightNow CX Cloud Service 2012 Essentials
- Exam Code: 1Z0-465
- Exam Name: Oracle RightNow CX Cloud Service 2012 Essentials
- Updated: Sep 18, 2026
- Q & A: 80 Questions and Answers
About Oracle 1Z0-465 Exam
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Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Feedback, Chat & Customer Portal | 5% | - Customer Portal basics - Surveys and feedback management - Chat and co-browse configuration |
| Topic 2: RightNow Analytics | 8% | - Standard and custom reports - Scheduled reports and dashboards |
| Topic 3: Incident Management | 12% | - Incident lifecycle and statuses - Guided assistance setup |
| Topic 4: Answer Management Administration | 18% | - Access levels and permissions - Search priority words and dictionaries - Knowledge base components |
| Topic 5: Oracle RightNow Overview | 10% | - Purpose and components of Customer Experience |
| Topic 6: Site Configuration Administration | 20% | - Service level agreements - Mailboxes and interface configuration - Custom fields and objects - Business rules and standard text |
| Topic 7: Staff Management | 12% | - Password policies and security settings - Staff accounts and profiles |
| Topic 8: Application Appearance | 15% | - Workspaces and navigation sets - Customizable menus and agent workflow - Agent scripts |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
Your customer has created a new script and has deployed it to the agents in their call center within their incident workflow.
They have noticed an issue that all of their agents cannot end the script of the places that were designed to.
Identity the two reasons for this.
- A. There are no script beginning and ending buttons enabled for the script pages.
- B. There are no return events listed in the incident workflow for the script to use.
- C. There are no exit or finished events being triggered on the script pages.
- D. The agents cannot get to the pages where they can end the script.
Correct Answer: B,D 🗳️
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 B
- B. Option D
- C. Option C
- D. Option A
Correct Answer: C 🗳️
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Which example requires the use of a one to many, parent child custom object application?
- A. Your customer wants to keep track of the end customer's Customer identification Number
- B. Your customer has stated that they want to report on end customers that have similar attributes.
- C. Your customer has stated that they want to track when end customers are contacted by sales associates.
- D. Your customer wants to keep track of all the cars the end customers drive.
Correct Answer: D 🗳️
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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_KEY_WEIGHT
- B. SRCH_BODY_WEIGHT
- C. SRCH_ATTACH_WEIGHT
- D. SRCH_SUBJECT_WEIGHT
- E. SRCH_DESC_WEIGHT
- F. SRCH_CAT_WEIGHT
- G. SRCH_PROD_WEIGHT
Correct Answer: B,D 🗳️
How many levels can Products, Categories, and Dispositions have in each hierarchy?
- A. 2
- B. 4
- C. 3
- D. 6
- E. 5
Correct Answer: D 🗳️
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