Oracle 1Z0-465 Online Practice Questions and Exam Preparation

Oracle 1Z0-465 Online Questions & Answers

• Question 21:

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

  A. 2
  B. 3
  C. 4
  D. 5
  E. 6
  E. 6

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  Products and categories organize data in the same ways, and you can choose to use either or both when you configure RightNow Service. If you use both, incidents and answers can be organized into specific classifications, and customers can search for answers using product and category filters. You can create up to 6 levels each of products and categories and specify the number of levels agents must enter when working with incidents.

• Question 22:

  Your customer wants you to separate their contact records by development.

  You determine that to enable this functionality, you need to implement a new custom field, and that the field will need to be available to agents to enter and maintain the values.

  Select the four steps to accomplish this.

  A. Create a "department" custom field in the incident table.
  B. Set the custom field data type to Text Field.
  C. Create a navigation set that includes the "department" custom field.
  D. Update the Context Workspace with the new "department" custom field.
  E. Create a "department" custom Field in the contact table.
  F. Add a name and a column name for the new custom field.
  A. Create a "department" custom field in the incident table.
  B. Set the custom field data type to Text Field.
  D. Update the Context Workspace with the new "department" custom field.
  F. Add a name and a column name for the new custom field.

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  Note:

  *Custom Fields

  Custom Fields are created in the knowledge base to allow the collection of business- specific information, to best meet the organization's needs.

  After being created, custom fields can be added to workspaces(D)and scripts, be used as search filters in reports, or as audience filters in RightNow Marketing and RightNow Feedback.

  When creating a custom field, Admins can specify whether it is visible and editable on the Agent Desktop and, for some custom fields, visible and available to gather details on the Customer Portal.

  Admins can also specify a data type for the field, choose whether the field is required or not, and set a default value.

  Text field data types allow you to create an input mask to require that information entered in the field matches a defined format.

  When Admins add or edit custom fields, those modifications may be completed in real time or scheduled and performed in the background.

  *When adding custom fields, there are several visibility options. The visibility options define where and how custom fields are presented on the Agent Desktop and the Customer Portal. For example, you can make a contact custom field

  visible to staff members when adding an incident, but restrict their ability to edit it.

  Custom fields with end-user visibility are displayed on the Customer Portal. If you display a custom field that is not editable by customers, it does not appear on the Ask a Question page. There are other ways to determine visibility on the

  Customer Portal, such as widgets and page code.

  Answer, incident, contact, opportunity, organization, sales quotes, and tasks custom fields must also be added to the appropriate record's workspace.

• Question 23:

  Select the two statements that describe reasons why you would link products to categories.

  A. It simplifies reporting on answers and incidents products and categories
  B. It allows filtered product and category lists when creating answers
  C. It allows filtering of product and category menus on customer portal pages
  D. It allows filtering of product and category menus on incident workspaces
  C. It allows filtering of product and category menus on customer portal pages

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  If your organization haslarge numbers of categories or dispositions, staff members and customers must reviewlong lists of menu itemsto find appropriate options.

  You can simplify their choices withproduct linking.

  When products are linked to categories, only the linked categories are displayed when customers select productson the customer portal or when staff members select products while working on incidents.When products are linked to

  dispositions, only the linked dispositions are displayed when agents select products for incidents. Product linking is a powerful tool for enhancing efficiency for both staff members and customers. Product-category linking is independent of

  product-disposition linking, so you can enable one or the other or both.

• Question 24:

  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
  A. Requirement 1
  B. Requirement 2
  D. Requirement 4

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  Note:

  *A desktop workflow is a sequence of workspaces, scripts, decisions, and actions ?even other embedded workflows ?that supports a business process. Using an intuitive design interface, you define a workflow by assembling a set of

  elements into a logical order to form a flow diagram, then adding decision logic to advance the flow.

• Question 25:

  Your customer has asked you to enable their system and agents to capture an order number.

  The order number field is a nine-digit alphanumeric field.

  They would also like their end customers to enter their own order number when asking a question on the customer portal pages.

  Identify three steps to establish the field.

  A. Create a custom fieldforAnswer.
  B. Select the Interface Visibility End User ?Read/Write check box.
  C. Select the Interface Visibility Marketing and Feedback to web form check box.
  D. Create a custom field for Incident.
  E. Set the data type for a custom field to Text Field.
  F. Set the data type for a custom field to Menu.
  A. Create a custom fieldforAnswer.
  B. Select the Interface Visibility End User ?Read/Write check box.
  E. Set the data type for a custom field to Text Field.

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  E (not F): Text field not Menu.

• Question 26:

  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.
  D. Add the misspelled words to the alias file.

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  There are two files in particular that are especially important when configuring and tuning your knowledgebase, aliases.txt and exclude_answers.txt (aka stop words).

  Aliases.txt - Use the Aliases.txt file in the File Manager, wordlist files to create synonyms.

  Make sure you are using consistent terms in your Answers.

  Adding misspellings to the Aliases.txt works very well, and presents people with Answers even if they make an common spelling error. it works very well.

  If you add a misspelling to the keywords box, it only applies to that one single answer.

• Question 27:

  Your customer would like you to alter the content and format of the emails that are sent to their end customers when response is sent.

  Which three of your customer's requirements can be fulfilled through the use of interface configuration?

  A. All emails sent must have the incident reference number at the beginning of the subject.
  B. All emails sent must contain the response of the agent and not the customer's thread.
  C. Incident messages shouldn't be sent.
  D. Receipt messages shouldn't be sent.
  E. All emails sent must be in HTML format.
  A. All emails sent must have the incident reference number at the beginning of the subject.
  B. All emails sent must contain the response of the agent and not the customer's thread.
  D. Receipt messages shouldn't be sent.

• Question 28:

  View the exhibits.

  

  

  Your manager asks youto create a report that showsevery Staff Account and how manyopen incidentshave been assignedto them.Which report definitionmeets this criteria?

  A. Exhibit A
  B. Exhibit B
  C. Exhibit C
  D. Exhibit D
  E. Exhibit E
  C. Exhibit C

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  Use inner join.

• Question 29:

  In a Customer Portal design session, the customer explains to you that they have multiple brands, and that they have multiple websites to reflect these brands.

  After reviewing the sites with the customer, you notice that each of the sites contain the same layout and content, but has different colors and branding, such as logos.

  Which option allows for a consistent layout and dynamic branding?

  A. Use a single theme across all Customer Portal pages, and implement templates dynamically.
  B. Do not use a template, and implement themes dynamically.
  C. Do not use a theme, and implement templates dynamically.
  D. Use a single template across all Customer Portal pages, and implement themes dynamically.
  D. Use a single template across all Customer Portal pages, and implement themes dynamically.

• Question 30:

  When an incident is opened, your customer would like to have different workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page.

  When designing the workflow used to complete this requirement, which three elements are necessary?

  A. Entry Point
  B. Load
  C. Set Fields
  D. Decision
  E. Workspace
  B. Load
  D. Decision
  E. Workspace