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 are updating the "Salesman" profile in a site where a new custom object has been created called CO.Salesman.

Your customer has requested their salesman to update record in this custom object.

What two settings in the "Salesmen" profile have to be updated to allow them access?

A. Contacts Tab: Select the Edit check box for Sales.

B. Custom Objects Tab: select the Read check box for package Name "CO" and object Name "Salesman".

C. Service Tab: select the Add/Edit check box for incidents.

D. Custom Objects Tab: select the update check box for package Name "CO" and object name "Salesmen"

E. Add a workspace for the Salesmen custom object.

F. Sales Tab: select the Edit check box opportunities.

G. Update the workspace for Opportunities.

Identify the three options available on the deployment screen in customer portal.

A. Rollback

B. Stage

C. Develop

D. Production

E. Promote

Your customer runs a 24/7 call center and has a policy starting that incidents that agent's solved by the end of an agent's shift should be moved out of that agent's inbox to be worked by another active agent.

Which two actions will accomplish this?

A. The agent does a multi-edit update for all incidents in their inbox and changes the assigned field to full.

B. The agent reassigns each incident to another agent before they log off.

C. Add a business rule that when an agent logs out, the Assigned field should be set to null for any unresolved incidents for that agent.

D. Create a workspace rule that sets the Assigned field to null when an agent logs out.

During requirements gathering, your customer determines that since they will be directing customers to support pages from their website, they would like the default Home page to be removed.

Which three of the available options are required to complete this requirement?

A. Delete the home.php file from the customerportal site.

B. Update the config verb CP_Login_URL

C. Remove the "Home page" navigation option from the template file.

D. Update the config verb CP_HOME_URL.

E. Upgrade the site.css file to remove references to the Home page.

Your customer has a single Service level Agreement and applies the service Level Agreement called Reseller when a contact is a reseller of their services.

These end customers often have their own ticketing system, and in order to capture the reseller's ticket number, the customer has requested that their Ask page be upgraded to include an External Ticket Number custom field only when the logged in contact has a Service level Agreement that only a reseller would have.

Which two widgets or tags are used to complete your customer's request?

A. Use the "Conditional" tag with an "sla" attribute.

B. Use the "FormInput" widget.

C. Use the "FormInputCustom" widget.

D. Use the "FormSubmit" widget.

E. Use the "Field" tag with the "name" attribute.

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 customer requested that you create a new report and make it available in the agent's navigation set. You create the report and add it to the agent's navigation set. However, the agents cannot see the new report. Select three actions you must perform to identify the reason the report does not display for the agents.

A. Request the agents to log off andlog back on.

B. Check the Customize Navigation Sets selection.

C. Review the navigation set in the profile to ensure it matches the navigation set you updated.

D. Validate the Analytics permissions set for the report

E. Review the filters in the report to ensure the Assign field selection is set to Logged In.

F. Verify that profile permissions in Service has a check for "Read" under Incidents.

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

Your customer has created a new script and has deployed it to the agents in their call center within their incident workflow.

They have noticed an issue that all of their agents cannot end the script of the places that were designed to.

Identity the two reasons for this.

A. There are no exit or finished events being triggered on the script pages.

B. The agents cannot get to the pages where they can end the script.

C. There are no return events listed in the incident workflow for the script to use.

D. There are no script beginning and ending buttons enabled for the script pages.