Oracle RightNow CX Cloud Service 2012 Essentials (1Z0-465) Free Practice Test

Question 1

Your customer has asked that all incidents be "scanned" for words that may revolve around product defects and injures so that they can alert their risk management team of any possible product issues or liability. The customer accepts that 100% accuracy is not available, and accepts that they will be false positives and a margin for error.
They have provided you he following words to be "scanned":
-Mouth -Jaw -Cheek -Jowl -Chin
-Oral
-Palate
The customer requires the following:
-Match whole words only
-All valid words must be preceded with a space.
-All valid words must be spelled correctly.
-All words must be directly followed by a meta character in this list:
-, {comma}
-. {period}
-' {single quote}
-" {double quote}
-; {semi colon}
-: {colon}
-{space}
-! {exclamation point}
-? {question mark}
-& {ampersand}
You decide to use a regular expression to search for these words in all incoming emails.
^mouth [ , | . | ' | " | ; | : | | ! | ? | & ] | \ jaw [| , | . | ' | " | : | ! | &] | \ cheek [ , | ' | ; | : | | ! | ? | &] | \
jowl [ , | . | ' | ; | | !| ? | &] | \ chin$ [ , | . | ' | " | ; | | ! | ? | & ] | \ oral [ , | . | ' | " | : | | ? | & ] | \ pallate [
, | . | ' | " | : | | ! | ? | &] | \
Identify the three words that will be correctly matched to this regular expression.

A. Jaw

B. Oral

C. Chin

D. Cheek

E. Jowl

F. Mouth

G. Palate

Correct Answer: A,D,E

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Question 2

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. Workspace

D. Decision

E. Set Fields

Correct Answer: B,C,D

Question 3

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 a custom field.

B. Add the misspelled words to the answer keyword.

C. Add the misspelled words to the alias file.

D. Add the misspelled words to the stop word list.

Correct Answer: C

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

Question 4

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. Delete the home.php file from the customer portal site.

B. Update the config verb CP_Login_URL

C. Update the config verb CP_HOME_URL.

D. Remove the "Home page" navigation option from the template file.

E. Upgrade the site.css file to remove references to the Home page.

Correct Answer: C,D,E

Question 5

Your customer has performed a search on the knowledgebase and has stated that they are getting strange results. Every time they search for the word "widget" the correct answer appears as the 10th answer on the search results and not at the top of the first page.
How can you increase the value of the word "widget" In the knowledgebase search results?

A. Add the search term to the keyword field of the knowledgebase answer.

B. Set the display position to "Fix at top."

C. Set the display position to "Place at top."

D. Assign all products and categories to the knowledgebase answer.

Correct Answer: A

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

Question 6

Your customer requested that you create a new report and make it available in the agent's navigation set.
You create the report and add it to the agent's navigation set. However, the agents cannot see the new report.
Select three actions you must perform to identify the reason the report does not display for the agents.

A. Request the agents to log off and log back on.

B. Validate the Analytics permissions set for the report

C. Verify that profile permissions in Service has a check for "Read" under Incidents.

D. Review the navigation set in the profile to ensure it matches the navigation set you updated.

E. Review the filters in the report to ensure the Assign field selection is set to Logged In.

F. Check the Customize Navigation Sets selection.

Correct Answer: B,D,E

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

Question 7

Your customer has special business process where their agents will put incidents into a waiting status for a period of one week on a regular status basis.
Your customer would like these incidents to remain in the waiting status until the agent has finished researching the incidents(s).
Your customer does not want these incidents to close until 7 calendar days have passed.
Which configuration setting needs to be modified form its default value in order to prevent the system from closing the waiting incident automatically?

A. MYQ_REOPEN_DEADLINE

B. PURGE_DELETE_INCIDENTS

C. CI_WAITING_CALC_DAYS

D. DORMANT_INCIDENTS

E. CI_HOURS

Correct Answer: D

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

Question 8

After an implementation of a Chinese Knowledge base, your customer notices there are some search terms that are not found when searching through the knowledgebase under any use case.
You have verified that there are answers for the search terms being searched, but you also verify that answers are not being returned correctly.
Identify the configuration change you would make to mitigate this problem.

A. Create alias and thesaurus entries with the correct target search terms.

B. Verify that all selections of the target answer(s) contain the search terms you're looking for.

C. Update the answer keywords

D. Create hidden div tags inside the answer's question section to promote the matching of a given target search term that isn't being matched.

E. Create entries for the word and its syntax in the dictionary file.

Correct Answer: A

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Oracle RightNow CX Cloud Service 2012 Essentials (1Z0-465) Free Practice Test