Oracle 1Z0-465 Online Practice Questions and Exam Preparation

Oracle 1Z0-465 Online Questions & Answers

• Question 1:

  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. $C
  B. C$

  ---

  In the latest RightNow API (February 2012 and May 2012 release), one of the important changes we need to be aware of is the structure of custom field and the query format in ROQL. In the older API version, all custom field API name has a prefix of "c$". e.g, c$mycustomfield. You can query the custom field data out by using the following ROQL:

  Select ID, c$mycustomfield FROM Contact;

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

• Question 3:

  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.
  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.
  F. A customer adds more information to their incident via the end-user pages
  G. An agent creates or edits an answer.

  ---

  Not E, not H: changes to the rules engine itself does not initiate the business rules engine.

• Question 4:

  Your customer's site consists of four business units using four different interfaces.

  To avoid any configuration changes affecting other business units they have created four test environments for all system changes to be deployed and tested for each business unit before moving and changes into production.

  Following the standard deployment method, how many deployments (excluding the copy between environments) must take place for the changes to be live in production, if they are customer portal changes for each of the four interfaces on

  each of the four environments?

  A. 28
  B. 30
  C. 32
  D. 34
  E. 36
  F. 38
  G. 40
  C. 32

• Question 5:

  What is the maximum number of special characters that can be required in a password in addition to having lower and uppercase letters, two numbers, and a maximum character length of 10.

  A. 5
  B. 3
  C. 6
  D. 1
  E. 8
  C. 6

  ---

  One lower case later, one uppercase letter, two numbers. All the remaining characters can be required to be special characters.

  Note: *

  

  http://blog.evergegroup.com/wp-content/uploads/2013/03/RightNow-Config-2.jpg

• Question 6:

  Your customer's agent is using the Co-Browse feature with an end customer who is using a Mac.

  The Co-Browse is displaying an error and will not work. What action must the agent take to allow Co-Browse to work on Mac OS?

  A. Nothing, Co Browse is not supported for a Mac OS.
  B. Instruct the end customer to enable Java on their Mac.
  C. Have the customer clear their browser cache and try again.
  D. Have the customer use the IE browser.
  B. Instruct the end customer to enable Java on their Mac.

• Question 7:

  Your customer shipspackages directlyto customersusing a trackable shipping method. When an order is shipped, a trackingnumber is savedin an incidentcustom field.

  In order to quickly respond tocustomer'squestions about shippingstatus,yourcustomerhas requestedthat a hyperlink controlbe availableon the incidentworkspace that will loadthe tracking detailsof the package associatedwith the incidentwhen clicked.

  The custom field details are below:

  Name: Tracking ID Data Type:Text Field Usage: Plain Text Default Value: Null Size ofField: 13 Column Name: tracking_id Custom Field ID: 87

  The URL customer has provided fortrackingishttps://widgetshippers.com/trackyourpackage?id=

  Of the available options, select the one that satisfies your customer's request.

  A. https://widgetshippers.com/trackyourpackage?id=incidents.c$tracking_id
  B. https://widgetshippers.com/trackyourpackage?id=c$tracking_id
  C. https://widgetshippers.com/trackyourpackage?id=$p_icf_87
  D. https://widgetshippers.com/trackyourpackage?:id=incidents.c$tracking_id
  E. https://widgetshippers.com/trackyourpackage?id=$icf_candtracking_id
  A. https://widgetshippers.com/trackyourpackage?id=incidents.c$tracking_id

• Question 8:

  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.
  A. Create a Named Event to fire each end point of the Guide.
  C. Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.

  ---

  Note:

  * To create a simple rule using named events, open a test incident workspace and:

  1.

  Create a rule to fire a named event:

  Create a simple rule like: when Incident.Subject changes then fire a Named Event value "SubjectChanged".

  To set the name of the named event, click on the link: "named event" in the "Then Actions" tab of the rule designer.

  After this you will see the name you entered as the rule action, such as "This rule will fire SubjectChanged named event."

  2.

  Create a second rule to take action on the named event from above:

  Create a rule like: when "SubjectChanged" named event fires then set Incident Status = Updated.

  To set the rule to fire on this named event, select "A named event fires" from the "When" tab of the rule designer.

  Enter "SubjectChanged" as the named event value (to match the rule above). Set a rule action (in the "Then Actions" tab of the rule designer) such as: set Incident Status = Updated.

  When you test this workspace you should see that the incident status is set to "Updated" after you change the Incident subject.

• Question 9:

  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.
  A. Use the "Conditional" tag with an "sla" attribute.
  E. Use the "Field" tag with the "name" attribute.

• Question 10:

  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.
  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.