Oracle 1Z0-465 Online Practice Questions and Exam Preparation

Oracle 1Z0-465 Online Questions & Answers

• Question 11:

  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.
  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.

  ---

  Incorrect:

  Not D: Use a business rule, not a workspace rule.

• Question 12:

  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.
  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.

• Question 13:

  Identify the seven data types that are available as custom fields.

  A. Text Area
  B. Integer
  C. Date Field
  D. Currency
  E. Date/Time
  F. Text Field
  G. Yes/No
  H. Menu
  I. Float
  J. Multi Select Menu
  B. Integer
  C. Date Field
  D. Currency
  E. Date/Time
  F. Text Field
  G. Yes/No
  I. Float

• Question 14:

  Your customer is going to have three brand-related incident queues.

  They need to do an order routing of incidents created through an email channel to different queues.

  Identify the correct options to configure your routing rules for initial routing.

  A. Create a rule to route to each brand queue from the corresponding service mailbox in the "progress" state.
  B. Create a rule where if a subject contains the brand name, it should be routed to a brand queue.
  C. Create a rule to route to each brand queue from the corresponding service mailbox in the "initial" state.
  D. Create a rule where the sender's domain = a branch, route the incident to the matching brand.
  C. Create a rule to route to each brand queue from the corresponding service mailbox in the "initial" state.

• Question 15:

  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
  A. Object Designer
  C. Account Authentication
  E. Custom Object Create

  ---

  C(not D):We have two types of authentication modes for Connect Web Services for SOAP. The original mechanism was simple Account username and password. A new mechanism (available since Aug 2011 release) is to support Add-Ins where the logged-in Account's session can be used to authenticate. As noted the session-based authentication only works within the Add-In framework.

• Question 16:

  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.
  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.

• Question 17:

  Your customer hasasked you tofulfill a list of requirementsfor their incident workspace.

  The customer has explainedthat the followingconstraintswill be place.

  All incidents receivedwill via a web from thatyour customer manageswhich is automatically forwardedto the Oracle Rightnow CXService mail server. All incident data will be formattedexactlyin the same mannerin each email using the

  followingformat:

  Last Name

  First Name

  Product

  Serial Number

  Question

  Requirements:

  Create a tab with "Risk Management"data consistingof customfields and customobject data,and hide it from allstandard agents.

  If the serial number is greater than500000 set thevalue of the custom field"Risk Management" Yes.

  Capture the "Product"field from the email and populatethe productin the incidents.prod_id field.

  Capture the Last andFirst names from the emailand populate the productcontact.last_name and contacts.first_name fields.

  Create tabs for eachproduct linkingto the product informationpage on yourcustomer'sweb site.

  Once the product has been setin the workspaceopen up the applicable tabautomaticallyfor the agent to view.

  They have askedthat no customizationbe partof the new workspace.

  Identify the three requirements that are met using standard product features within the workspace.

  A. Create a tab with "Risk management" data consisting of custom fields and custom object data, and hide it from all standard agents.
  B. If the serial number is greater than 500000 set the value of the custom field "Risk management" = Yes
  C. Capture the "Product" field from the email and populate the product in the incidents.prod_id field.
  D. Capture the Last and First names from the email and populate the product in the contact.last_name and contacts.first_name fields.
  E. Create tabs for each product linking to the product information page on the customer's web site.
  F. Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.
  C. Capture the "Product" field from the email and populate the product in the incidents.prod_id field.
  D. Capture the Last and First names from the email and populate the product in the contact.last_name and contacts.first_name fields.
  F. Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.

• Question 18:

  Your customer would like to havethe defaultsearch report (Answers瑿omplexExpression Search Default)on their customer portal page alteredwith the following requirements.

  They want the New and Update tagsto be displayedfor only 7 days. They want to displaythe Answer'sscore.

  Identify the two options that will enable you to complete the requirements.

  A. Delete the exceptions for New and Updated.
  B. Unhide the computed score (solved) column.
  C. Change the variables for $new and $updated.
  D. Update the configuration settings of ANS_NEW_INC_DURATION and ANS_UPD_INC_DURATION.
  E. Insert the score (solved count) columns.
  D. Update the configuration settings of ANS_NEW_INC_DURATION and ANS_UPD_INC_DURATION.
  E. Insert the score (solved count) columns.

  ---

  D:Specify how long an answer is displayed as new. ANS_NEW_INC_DURATION Specify how long an answer is displayed as updated. ANS_UPD_INC_DURATION

  E:

  *Both long-term and short-term solved counts are used to calculate the score.

  *Score--A calculated value that ranks the order of displayed answers. An answer's score is determined by its solved count and any display position that was set when the answer was added or updated.

• Question 19:

  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
  B. Unresolved
  D. Updated

  ---

  See figure below. Figure: My Inbox Report

  

  Note:

  *Inbox--An agent's personal queue consisting ofall the incidents that have been assigned to theagent.

  *Incidents can have one of the four default incident statuses, or they may have a custom status

  defined by your RightNow administrator. The default statuses are Unresolved, Solved, Updated, and Waiting.

  * Info:

  Click this button to see details about the incident, including when it was created and last updated, the date when the initial response was due, the date of the initial response, the date of the last response, the closed date, the staff member

  who created it, and the incident ID. If the incident is in a rules state or has an escalation level, that information also appears.

• Question 20:

  Your customer would like to run incident report with up to five years of data on incidents and activity for a given agent regardless of whether an agent has left the company. Your customer is not sure what they need to do to keep from deleting data for agents that have left the company.

  Identify which option would allow your customer to administer the staff accounts to enable the reporting abilities they require.

  A. Disabled from Assignment
  B. Disabled from Assignment and Report Filters
  C. Permanently Disabled
  D. Do not disable, but lock the staff account
  E. Reassign the old incidents to another staff accounts called Former Employee
  A. Disabled from Assignment