Exam Name: Oracle RightNow CX Cloud Service 2012 Essentials
Certification Provider: Oracle
Corresponding Certification: Oracle Applications
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Updated: Sep 08, 2026
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Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Integration and Customization | - Integration concepts and APIs - Customization options and tools |
| Administration and Configuration | - Workflow and business rules - User management and roles - Site configuration and settings |
| Knowledge Management | - Knowledge base structure - Search optimization and usage - Content creation and publishing |
| Reporting and Analytics | - Standard reports usage - Analytics dashboards |
| Agent Desktop and Service Interaction | - Customer interaction handling - Incident management - Task and queue management |
| RightNow CX Cloud Service Overview | - Service cloud concepts and terminology - Core architecture and components |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
In which two sections of the Customer Portal is the Guided Assistance widget available for end customers?
- A. The popular answers list page
- B. Ask a Question
- C. They are only available when using smart assistant
- D. The answers list page only
- E. The answers detail page
- F. Any page the customer wants it placed
Explanation: Only visible for Prep4away members. You can sign-up / login (it's free).
Your customer has asked you to create a report that shows all incidents opened within the past month.
The report should show the following columns:
-Number of incidents opened in the past month -Number of incidents opened in the past week -Number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns?
- A. SUM
- B. IF
- C. AVG
- D. DECODE
- E. NVL
Explanation: Only visible for Prep4away members. You can sign-up / login (it's free).
Your customer runs a 24/7 call center and has a policy starting that incidents that agent's solved by the end of an agent's shift should be moved out of that agent's inbox to be worked by another active agent.
Which two actions will accomplish this?
- A. The agent reassigns each incident to another agent before they log off.
- B. Add a business rule that when an agent logs out, the Assigned field should be set to null for any unresolved incidents for that agent.
- C. Create a workspace rule that sets the Assigned field to null when an agent logs out.
- D. The agent does a multi-edit update for all incidents in their inbox and changes the assigned field to full.
Explanation: Only visible for Prep4away members. You can sign-up / login (it's free).
Identify the seven data types that are available as custom fields.
- A. Text Field
- B. Integer
- C. Text Area
- D. Currency
- E. Date/Time
- F. Float
- G. Multi Select Menu
- H. Date Field
- I. Menu
- J. Yes/No
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. Validate the Analytics permissions set for the report
- B. Review the filters in the report to ensure the Assign field selection is set to Logged In.
- 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. Check the Customize Navigation Sets selection.
- F. Request the agents to log off and log back on.
Explanation: Only visible for Prep4away members. You can sign-up / login (it's free).
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