Exam Name: Oracle RightNow CX Cloud Service 2012 Essentials
Certification Provider: Oracle
Corresponding Certification: Oracle Applications
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Check Updated on: Oct 06, 2026
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Oracle 1Z0-465 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident Management | 12% | - Guided assistance setup - Incident lifecycle and statuses |
| Topic 2: Staff Management | 12% | - Staff accounts and profiles - Password policies and security settings |
| Topic 3: Oracle RightNow Overview | 10% | - Purpose and components of Customer Experience |
| Topic 4: Application Appearance | 15% | - Workspaces and navigation sets - Customizable menus and agent workflow - Agent scripts |
| Topic 5: RightNow Analytics | 8% | - Scheduled reports and dashboards - Standard and custom reports |
| Topic 6: Answer Management Administration | 18% | - Access levels and permissions - Knowledge base components - Search priority words and dictionaries |
| Topic 7: Site Configuration Administration | 20% | - Business rules and standard text - Mailboxes and interface configuration - Custom fields and objects - Service level agreements |
| Topic 8: Feedback, Chat & Customer Portal | 5% | - Chat and co-browse configuration - Customer Portal basics - Surveys and feedback management |
Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
You have created variables for your customer address to be used throughout their system
What three pieces of functionality will allow the use of these variables?
- A. Workflow
- B. Standard text
- C. Answers
- D. Agent Scripting
- E. Incidents
- F. Incident Rules
Correct Answer: C,D,F 🗳️
Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).
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. Jowl
- C. Chin
- D. Oral
- E. Cheek
- F. Palate
- G. Mouth
Correct Answer: A,B,E 🗳️
Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).
Select the six actions that initiate the business rules engine to run its configured logic.
- A. The rules engine is updated.
- B. An agent creates or edits an answer.
- C. An agent edits contacts, incidents, organizations, or tasks.
- D. An agent edits an opportunity.
- E. A customer adds more information to their incident via the end-user pages
- F. An administrator compiles the rules engine.
- G. A customer updates their contact details via the end-user pages.
- H. A customer asks a question on the end user portal.
Correct Answer: B,C,D,E,G,H 🗳️
Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).
Referring to custom fields in the system, identify the column identifier that indicates it is a custom field.
- A. RN$
- B. CO$
- C. CF$
- D. C$
- E. $C
Correct Answer: D 🗳️
Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).
Select the two statements that describe reasons why you would link products to categories.
- A. It simplifies reporting on answers and incidents products and categories
- B. It allows filtered product and category lists when creating answers
- C. It allows filtering of product and category menus on customer portal pages
- D. It allows filtering of product and category menus on incident workspaces
Correct Answer: C 🗳️
Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).
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