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

A customer wants to change the following text on the receipt and asksubmitpage:

"Thanks for submitting your question. Use this reference number for the follow up:

#120728-000001

A member of your support team will get back to you soon.

If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it."

Which two actions will allow you to identify the correct message base item if you do not know which message base you need to edit?

A. Run a message base report and search for the text string you want to change.

B. Identify the customer portal page that includes the text you want to change and identify the message base from within the code.

C. Look for the message in the receipt email body.

D. Submit an incident to customer care.

Your customer wants to set a disposition and add specific standard text item automatically based on a given endpoint within guided Assistant path info the response thread.

What are the two steps required to complete this request?

A. Create a Named Event to fire each end point of the Guide.

B. Use an Incident Business rule to fire a named event and populate the standard text to the message thread.

C. Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.

D. Use Agent Workflow to populate the disposition and populate the standard text based on the named event in the guide.

E. Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required on the incident workplace.

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.

Which example requires the use of a one to many, parent child custom object application?

A. Your customer wants to keep track of the end customer's Customer identification Number

B. Your customer has stated that they want to report on end customers that have similar attributes.

C. Your customer has stated that they want to track when end customers are contacted by sales associates.

D. Your customer wants to keep track of all the cars the end customers drive.

A client would like to edit a contact record and in addition add warranty Information.

Select the implementation steps required using the Custom object design below.

A. Insert the Warranties fields into the Contact workspace.

B. Insert the Warranties control into a tab in the Contact workspace.

C. Use the Warranties workspace and add the Contact control.

D. Insert a report control and assign a Warranties report into a tab in the Contact workspace

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 stop word list.

D. Add the misspelled words to the alias file.

Your customer is using standard statuses, status types, and the standard agent "My Inbox" report. Which two incidentstatus types will show up in the agent's "My Inbox" report?

A. Solved

B. Unresolved

C. Waiting

D. Updated

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.

Identify the four guidelines that are relevant with regard to web accessibility.

A. Support increased text sizes.

B. Ensure color alone is not used to convey content.

C. Avoid background sound.

D. Ensure no underlined content exists.

E. Provide multiple methods for finding content.

F. Ensure all alternate text is unused.