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

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.

Yourcustomerwould likeyou to createa workflowfollowing these requirements:

Requirement 1:The workflowwill allow the agentto switch between workspacesby clickingthe "Select Workspace"button.

Requirement2:The agent can launch thescriptboth within theworkspace as well asby leaving theworkspacewhile stillinside the workflow.

Requirement 3:The workflowmust captureall phone data providedto the agent in their desktopsoftphoneapplication.

DSN

ANI Language Exit reason Transfer From Transfer Notes

Requirement 4:If a contact record exists,the workflowmust loadthe contactfound asthe contact for the incident. Requirement 5:If a contact recordis not found, the contact will be createdwith all the data captured from softphone. Your customer is not willingto purchase or deploycustomobjects to manageany data coming from their CTI integration.

Identify which three requirements can be accomplished through the use of standard workflow/workspace functionality.

A. Requirement 1

B. Requirement 2

C. Requirement 3

D. Requirement 4

E. Requirement 5

Your customer has asked you to create a report that will need to be sent to the executive management.

None of the receipts of this report has access to the system, and the same monthly report should be delivered to all recipients.

The management team frequently changes and your customer does not want to alter the report schedule after configuration.

After creating the report what two additional steps need to be taken?

A. Create a schedule record for the report.

B. Send a notification to the execution team that the report is available.

C. Set the up staff accounts for the executive team.

D. Create and add the distribution list to the schedule.

E. Create a dashboard for the report.

F. Upgrade the permissions for the report to include the executive team.

How many levels can Products, Categories, and Dispositions have in each hierarchy?

A. 2

B. 3

C. 4

D. 5

E. 6

Select the six actions that initiate the business rules engine to run its configured logic.

A. A customer asks a question on the end user portal.

B. An agent edits contacts, incidents, organizations, or tasks.

C. A customer updates their contact details via the end-user pages.

D. An agent edits an opportunity.

E. The rules engine is updated.

F. A customer adds more information to their incident via the end-user pages

G. An agent creates or edits an answer.

H. An administrator compiles the rules engine.

Yourcustomer has five differentincidents queues:

Help Tier 2 Escaped Accounting VIP

The Help and VIP queueshave the quickestresponse goals.

Which two configurations will ensure that an agent's profile pulls incidents assigned these queues first using a single agent profile?

A. Create an agent profile to only work these two queues.

B. Add all five queues to the agent's profile.

C. Add all five queues to the agent's profile with Helper and VIP being the first two in the list.

D. Use the First Due Pull Policy

E. Use the Strict Priority Pull Policy

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.

Referring to custom fields in the system, identify the column identifier that indicates it is a custom field.

A. CO$

B. C$

C. RN$

D. CF$

E. $C

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.