1Z0-465 Online Practice Questions and Answers

Your customerhas asked you to configure profilesforan Oracle RightNowCXCloud Service Engineimplementation.

Your customer's requirements:

There will be two queues.

Allincidents will be pulled by the agents.

Delivery is based on theduedate assigned to the incident.

No agent will be allowed to work on more than five incidents at a time.

Select two configurations needed to accomplish this.

A. Set Pull Policy to Strict priority

B. Set Pull Policy to First Due

C. Set Pull Policy to Manual

D. Set Pull Quantity to 5

E. Set Inbox Limit to 5

F. Set Pull Quantity to 2

G. Set Inbox Limit to 2

You have created an add-in that utilizes the SOAP API, and uploaded it to the agent desktop and the incident workspace so that agents can access your custom product registration table.

The agents are getting an error when trying to use the add-in.

Which three permissions are required for an Agent to use an add-in an incident workspace?

A. Object Designer

B. Custom Object Read

C. Account Authentication

D. Session Authentication

E. Custom Object Create

Your customer wants you to separate their contact records by development.

You determine that to enable this functionality, you need to implement a new custom field, and that the field will need to be available to agents to enter and maintain the values.

Select the four steps to accomplish this.

A. Create a "department" custom field in the incident table.

B. Set the custom field data type to Text Field.

C. Create a navigation set that includes the "department" custom field.

D. Update the Context Workspace with the new "department" custom field.

E. Create a "department" custom Field in the contact table.

F. Add a name and a column name for the new custom field.

Your customer has asked that all of the knowledge base answers be updated with new address and contact details.

There are about 500 answers existing to date and your client informs that they will be moving again at the end of the year and do not have the man power to keep this up to date on an ongoing basis. Your client has three interfaces for each of their lines business that will all have differentinformation.

What do you tell your client to configure?

A. Search for all answers with the address and update them.

B. Call support and have them run a search and replace on the database.

C. Create variable and update all answers to include it.

D. Create a standard text to include the new addresses and update all the answers to include it.

Your customer supports three different brands and needs to be able to send and receive emails using differently branded email.

The end customers may not know that the three brands are supported by the same company or that the Oracle RightNow CX Cloud Service is being used.

Identify the three configurations that must be made to enable this requirement.

A. Use SMTP Forwarding from your customer's mail server to the default service mailbox.

B. Create three service mailboxes on the console, and use SMTP forwarding from your customer's mail server.

C. Use the Friendly From/Branded Address.

D. Use the custhelp.com email address as the Reply To Address.

E. Use your customer's branded email address as the Reply To address.

Which three actions must be performed in order to configure cloud Monitor?

A. Add or update navigation sets to include the Cloud Monitor navigation button and component

B. Add or update profiles to include-Cloud Monitor permissions.

C. Add or update profiles to include permission to add themes and Clustering.

D. Add or update staff accounts to use profiles that include Cloud Monitor permissions.

E. Add or update a list of favorites.

F. Set up a Cloud Monitor search schedule.

Your client has VIP customers (all of which have a custom contact field of VIP to `Yes'). They want to offer these customers a higher priority service on Chat.

You intend to do thiswith aVIP queue.

Which three steps do you also need to perform?

A. Create chat rules so that contacts with the VIP field set to `Yes' are quoted to the VIP queue.

B. Add the VIP queue to the profile of the agents that are taking chats.

C. Set the Pull Policy to manual.

D. Move the VIP queue to the top of the top queue list.

E. Create incident rules so that contacts with the VIP field set to `Yes' are routed to the VIP queue.

F. Create a rule to set an SLA.

Your customerhas requested a workflow with the following requirements:

All workflows have a return event thatallows users to exit the workflow Every return eventleads to a wrap up script thatis positionedjust before theincident workspace Every exit takes the agent to theincidentworkspace Thereisa"return to script" button on the workspace to take the agent to a workspacelisting all availablescripts.

Identify the requirement that could not be met.

A. The workflow must take the agent to an incident workspace to finish their work.

B. The workflow must allow the agent to restart the workflow from the ending Initial workspace.

C. There must be a single script that all agents see to finish their conversation with the end customer.

D. The agent can exit any script in the workflow, go to the workspace, and return to the script page that they originally left from.

Your customer is editing acontact workspacethat is the parentof a object customer. They do notsee the child custom object information.

Select the three areas to check to verify that the condition is correct.

A. The custom object was deployed.

B. The custom object has a relationship with the parent.

C. The profile has custom object permissions.

D. The custom object has an associated workspace.

E. The custom object has workspace permissions.

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. Set Fields

D. Decision

E. Workspace

Which three expressions use proper syntax?

A. If (incidents.assgn_acct_id ISNULL, `Not Assigned', 0)

B. Date_diff(incidents.closed, incidents.created)

C. If(incidents.assign_group_id= 100460, `With Support', `Not with Suport')

D. Sum(if(incidents.status_id < > 2, 1, 0))

E. Avg(incidents.candtimes_opened)

Your customer would like to classify their incidents by the hierarchy of services they provide, and will route customer web form incidents to agents according to the type of help selected and by service in the hierarchy.

Select the two statements that would satisfy these requirements.

A. Use the product field to identify the services and the disposition field to identify the customer's incident type of help.

B. Use the product field to identify the services and the category field to identify the customer's incident type of help.

C. Use the product field to identify the services and an incident custom field to identify the customer's incident type of help.

D. Use the category field to identify the customer's incident type of help, and an incident custom field to identify the services.

Which incident field is designed to be used by your customer to standardize tracking of how incidents are resolved?

A. Response Message

B. SLA Instance

C. Severity

D. Disposition

E. Source

Which two statements are true about the Oracle RightNow CX Cloud Service Application button?

A. Contains shortcuts for adding records and items to the knowledge base

B. Provides context-sensitive help

C. Provides quick access to any of the interfaces defined for your application

D. Can include shortcuts to commonly used reports

View the Exhibit.

Your customer has"Gold" level SLAs beingappliedto organizationautomaticallywith an organizationrule.

After six months the business decides to reducethe turnaroundtimefor the response.

Instead of respondingin 24 hoursyours agentsneedto respond to theend customers within thebusiness hours.

You modify the Gold SLA to reflect this change but you notice that the SLA reports are still using a 24 hours response time.

Which statement is correct?

A. Your site has been corrupted with "Ghost" SLAs (See Exhibit).

B. You have not activated the rules so the updated SLAs are not being applied.

C. Updating the SLA will not automatically update the organization's SLA.

D. The SLA reports will need to be modified to use the new SLA.