Oracle RightNow CX Cloud Service 2012 Essentials

Exam Study Guide

Karl Helfner
Manager, Application Partner Enablement
WWA&C Partner Enablement
Objective & Audience

Objective
Help you prepare to take the Oracle RightNow CX Cloud Service
2012 Essentials (1Z1-465) exam by providing pointers to
resources that you can use in your preparation.

Product Version Information

This study guide and the certification guide are based on the
Oracle RightNow CX May 2012 release. Though the vast
majority of topics will be current there may be some features that
have been updated in more recent releases that are not reflected
in this exam.

Targeted Audience

Technical Consultants
Strong foundation and expertise in implementing
the Oracle RightNow CX Cloud Service.
Participated in Oracle RightNow CX Cloud Service
implementations
Candidates must also have a deep knowledge of general
Customer Experience practices and guidelines (multiple
languages or geographies)
Up-to-date training and field experience are recommended

Recommended Documentation
Oracle RightNow CX Cloud Service May 2012 Online
Documentation
Oracle RightNow CX Cloud Service May 2012 ALL
Documentation
Oracle RightNow CX Cloud Service Customer Portal for
Developers Guide
Oracle RightNow CX Cloud Service Product Tutorials

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2011 Oracle Corporation Proprietary and Confidential
Exam Topics & Objectives

Exam Topics
Oracle RightNow CX Cloud Service 2012 Essentials exam consists
of nine topics:

1. Oracle RightNow Overview

2. Application Appearance
3. Staff Management
4. Answer Management Administration
5. Site Configuration Administration
6. RightNow Analytics
7. Feedback/Surveys
8. Chat & Co Browse
9. Customer Portal

Exam Objectives
The exam objectives are defined by learner or practitioner
level of knowledge:

Learner-level: questions require the candidate to recall information to

determine the correct answer.

Example: Define the term network.

Practitioner-level: questions require the candidate to derive the correct answer

from the application of their knowledge, which can only be attained by extensive
experience with the product.

Example: The client requests xyz functionality, would you recommend a, b or c?

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2011 Oracle Corporation Proprietary and Confidential
Training Options

For each exam topic there have been identified alternative training options that are
available at Oracle. The training options are divided into three categories:

Boot Camps
The Boot Camps are designed as a "jump start" training to enhance your skills
by providing role-based training on industry-leading Oracle solutions and
services. The boot camps are built as concise, intensive, and real-time training
to give partners a competitive advantage as they prepare to build powerful
solutions for their own customer base. Partners can choose to attend these boot
camps in class or in a live virtual class format to maximize the effectiveness and
the time allocated to training.

Instructor-Led Training (delivered by Oracle University)

Partners can take any publicly-scheduled Oracle University courses at steep
discounts. Benefit from hands on experience to gain real working skill and work
toward Oracle certifications.

Training On Demand
Oracle Partners can take any public Oracle University Training On Demand
courses. Training On Demand allows students to get full classroom content
online, anytime, anywhere. Training On Demand is high quality video streamed
directly to your internet connected device, such as a PC or tablet. It also
includes the Oracle University training guide, and access to a live lab
environment so you can perform hands-on practice of the activities outlined in
the course. New courses are regularly added, providing partners with the latest
information and training to master new products or to increase proficiency on the
new releases.

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2011 Oracle Corporation Proprietary and Confidential
Topic 1: Oracle RightNow Overview

Objectives Level
Describe the purpose of Customer Experience Learner

Training Options
Boot camp
Oracle RightNow CX Cloud Service 2012 Implementation Boot Camp
Classroom Training (delivered by Oracle University)
Oracle Service Cloud (RightNow) Administration
Live Virtual Class
Oracle Service Cloud (RightNow) Administration
Training On Demand
Oracle Service Cloud (RightNow) Administration

Sample Question(s)
When consulting with your customer identify a core value of customer experience to enable their
end customers
A. Email should be avoided
B. Enable multi channel communication choice
C. Cost per call is a vital measurement
D. Only allow communication channels that are cost effective.

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2011 Oracle Corporation Proprietary and Confidential
Topic 2: Application Appearance

Objectives Level
Create and implement workspaces Practitioner
Create and implement navigation sets Practitioner
Create Customizable menus Practitioner
Create Agent Workflow Practitioner
Create Agent scripts within the Scripts explorer Practitioner

Training Options
Boot camp
Oracle RightNow CX Cloud Service 2012 Implementation Boot Camp
Classroom Training (delivered by Oracle University)
Oracle Service Cloud (RightNow) Administration
RightNow Integration and Customization For Developers
Live Virtual Class
Oracle Service Cloud (RightNow) Administration
RightNow Integration and Customization For Developers
Training On Demand
Oracle Service Cloud (RightNow) Administration
RightNow Integration and Customization For Developers

Sample Question(s)
Which three objects are available in an incident workflow?
A. Return
B. Set Field
C. Restart
D. Terminate
E. Decision

You have been asked to create standardized workflows for your customer and have decided to
start with the standard templates provided in the workflow configuration tool. Identify the four
standard templates available to you?
A. New vs. Edit
B. Add Task
C. Copy Incident
D. Update Contact
E. Delete Incident
F. Create Contact

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2011 Oracle Corporation Proprietary and Confidential
Topic 3: Staff Management

Objectives Level
Create profiles Practitioner
Create staff accounts Practitioner
Describe Password configurations and their functions Learner

Training Options
Boot camp
Oracle RightNow CX Cloud Service 2012 Implementation Boot Camp
Classroom Training (delivered by Oracle University)
Oracle Service Cloud (RightNow) Administration
Live Virtual Class
Oracle Service Cloud (RightNow) Administration
Training On Demand
Oracle Service Cloud (RightNow) Administration

Sample Question(s)
Identify the three privileges that are configured on the profile?
A. Group
B. Default Currency
C. Data Import
D. Transient Login
E. Appears in Menus

Your customer would like all incidents to be taken by their agents in a first come first serve basis.
They do not allow their agents to pick which incidents they receive manually, but request that
these rules be followed.
All agents will be enabled to Fill their inbox with five incidents at a time.
All agents will work on incidents in all the queues with the oldest incidents assigned
first.
No agent can have more then 15 incidents in their My Inbox report assigned to
them otherwise they can not fill until the number of unresolved incidents is below 15.
What four configurations must be made to accomplish this?

A. Set all queues to Round Robin assignment.

B. Set the Pull policy to First Due.
C. Assign all queues to all agent profiles.
D. Set the Pull Policy to strict priority
E. Set the Pull Quantity to 5
F. Set the Inbox Limit to 15

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2011 Oracle Corporation Proprietary and Confidential
Topic 4: Answer Management Administration

Objectives Level
Describe typical answer management components and usage Learner
Manage Search Priority Words Practitioner
Create and manage Word List Files and Dictionary Practitioner
Create and manage Access Levels Practitioner

Training Options
Boot camp
Oracle RightNow CX Cloud Service 2012 Implementation Boot Camp
Classroom Training (delivered by Oracle University)
Oracle Service Cloud (RightNow) Administration
Live Virtual Class
Oracle Service Cloud (RightNow) Administration
Training On Demand
Oracle Service Cloud (RightNow) Administration

Sample Question(s)
Which two answer elements hold the highest value per phrase by default?
A. Answer (Solution)
B. Question (Description)
C. Keywords (Keywords)
D. Product (Map_prod_hierarchy)
E. Summary (Summary)

Your customer would like you to change the way their answers are displayed to the end
customers, they have asked that all answers for product 1 are always at the top of ever list they
are displayed at.
Which Display position will facilitate your customers request?
A. Historical Usefulness
B. Place at Bottom
C. Place at Middle
D. Place at Top
E. Fix at Bottom
F. Fix at Middle
G. Fix at Top

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2011 Oracle Corporation Proprietary and Confidential
Topic 5: Site Configuration Administration

Objectives Level
Describe custom fields and their usage Learner
Create Business rules Practitioner
Explain standard text and its application Learner
Explain service variables and its application Learner
Create and manage service level agreements Practitioner
Configure Cloud Monitor Practitioner
Describe Custom objects and its usage and management Practitioner
Describe incident management Learner
Manage Message bases Practitioner
Manage the system configuration settings Practitioner
Explain Mailboxes and their usage Learner
Manage the system Interface configurations Practitioner
Explain Product, Category and Disposition usage Learner
Create and manage Guided Assistance and its application Practitioner
Explain the Application button and CX options features and their usage Learner

Training Options
Boot camp
Oracle RightNow CX Cloud Service 2012 Implementation Boot Camp
Classroom Training (delivered by Oracle University)
Oracle Service Cloud (RightNow) Administration
RightNow Integration and Customization For Developers
Live Virtual Class
Oracle Service Cloud (RightNow) Administration
RightNow Integration and Customization For Developers
Training On Demand
Oracle Service Cloud (RightNow) Administration
RightNow Integration and Customization For Developers

Suggested individual learning areas

Understand regular expressions and their usage in the product.
Understand the differences between the various rule types.
Understand the list of Configuration verbs, and Message bases.

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2011 Oracle Corporation Proprietary and Confidential
Topic 5: Site Configuration Administration

Sample Question(s)
Your customer would like to filter all emails from yourname@invalid.oracle.com. What two
configuration can be used to do this?
A. Set Disregard Automatic filters to Aggressive
B. Add the email address to the Address Disregard Filter
C. Create an incident rule to delete any incidents with that contact email address
D. Configure the EGW_AR_CONS_BODY_FLTR configuration to check for the email address

Your customer would like to set up a auto response for all incidents that are received into their
support queue. They have provided the text they would like to use (autoreply1), and have stated
that incidents that come from within their own organization (widgets2u.invalid) should not be sent
the auto response. Identify what components of the rule must be used at a minimum to enable
this request within a single incident rule.
A.

B.

C.

D.
Topic 6: RightNow Analytics

Objectives Level
Describe Standard Reports Learner
Create and configure Custom Reports Practitioner
Create and manage Scheduled Reports Practitioner

Training Options
Boot camp
Oracle RightNow CX Cloud Service 2012 Implementation Boot Camp
Training on Demand
Oracle Service Cloud (RightNow) Analytics
Classroom Training
Oracle Service Cloud (RightNow) Analytics
Live Virtual Class
Oracle Service Cloud (RightNow) Analytics

Sample Question(s)
When using a web browser component in a report the search button allows you to...
A. Search the text in the web page.
B. Change the URL of the page displayed.
C. Search for a different report.
D. Change the page thats opened by default.

Your customer would like to display an integer field as a decimal, which two options enable you
to configure that.
A. Use the to_decimal function.
B. Use the to_currency function.
C. Create a new currency with no symbol.
D. Use the to_number function.

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2011 Oracle Corporation Proprietary and Confidential
Topic 7: Feedback/Surveys

Objectives Level
Create and manage Surveys Practitioner

Training Options
Boot camp
Oracle RightNow CX Cloud Service 2012 Implementation Boot Camp
Classroom Training (delivered by Oracle University)
Oracle Service Cloud (RightNow) Administration
Live Virtual Class
Oracle Service Cloud (RightNow) Administration
Training On Demand
Oracle Service Cloud (RightNow) Administration

Sample Question(s)
Your customer would like to have a survey presented at the end of a guided on their
knowledgebase, what survey types can be used for this?
A. Polling Survey.
B. Website Link Survey.
C. Transactional Survey.
D. Broadcast Survey

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2011 Oracle Corporation Proprietary and Confidential
Topic 8: Chat & Co Browse

Objectives Level
Create and manage Chat configurations Practitioner
Create and manage Co Browse configuration Practitioner

Training Options
Boot camp
Oracle RightNow CX Cloud Service 2012 Implementation Boot Camp
Classroom Training (delivered by Oracle University)
Oracle Service Cloud (RightNow) Administration
Live Virtual Class
Oracle Service Cloud (RightNow) Administration
Training On Demand
Oracle Service Cloud (RightNow) Administration

Sample Question(s)
Your customer would like to have all information exchanged to not be stored in the database.
Which configuration verb will enable this request.
A. INC_PRIVATE_TRANSCRIPT_ONLY
B. QUESTION_ENABLED
C. OFF_THE_RECORD_TRANSCRIPT
D. PURGE_CS_SESSION_SUMMARY

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Topic 9: Customer Portal

Objectives Level
Customize and manage Templates, Pages, Themes Practitioner
Describe Customer portal deployment protocols Learner
Customize and manage Tags, widgets, assets Practitioner
Describe Browser Accessibility and its importance Learner

Training Options
Boot camp
Oracle RightNow CX Cloud Service 2012 Implementation Boot Camp
Classroom Training (delivered by Oracle University)
Oracle Service Cloud (RightNow) Administration
RightNow Integration and Customization For Developers
Live Virtual Class
Oracle Service Cloud (RightNow) Administration
RightNow Integration and Customization For Developers
Training On Demand
Oracle Service Cloud (RightNow) Administration
RightNow Integration and Customization For Developers

Suggested individual learning areas

Understand available widgets and their differences
Understand tags and their syntax.

Which four of the options would be valid attributes within the rn:condition tag?
A. answers_viewed
B. show_on_pages
C. sla
D. highlight
E. url_parameter_check
F. rn_container_id

Identify the name of the widget displayed

A. TopicBrowse
B. IntentGuideDisplay
C. GuidedAssistant
D. RelatedAnswers2
E. PreviousAnswers

For Oracle employees and authorized partners only. Do not distribute to third parties.
2011 Oracle Corporation Proprietary and Confidential
Exam Registration

How to register for the exam?

You can register for all Oracle certification exams with Pearson VUE. Before a
registration can be submitted, a Pearson VUE profile must be created using your
Company ID. Your Company ID can be obtained by contacting your local Oracle
Partner Business Center or by signing in to your OPN account. Your Company
ID is located in the section on the right under "Company information".

Please follow these instructions in order to properly set-up your Pearson VUE
account for the first time.

Have you completed an Oracle Certification Exam in the past?

Due to systems enhancements, each partner who has completed an Oracle
Certification Exam will need to update their Pearson VUE profile in order to
receive credit and for those records to appear in the OPN Competency Center.

How to get full recognition as Certified Implementation Specialist?

To get full recognition as a Certified Implementation Specialist you need to:
A. Update your Pearson VUE profile with your Company ID
B. Activate your Certview Account

Please follow these instructions and your records will be properly recorded.

For Oracle employees and authorized partners only. Do not distribute to third parties.
2011 Oracle Corporation Proprietary and Confidential
For Oracle employees and authorized partners only. Do not distribute to third parties.
2011 Oracle Corporation Proprietary and Confidential