Oracle 1Z0-465 Online Practice Questions and Exam Preparation

Oracle 1Z0-465 Online Questions & Answers

• Question 31:

  You customer has added a new interface and requests that you set up three navigation sets and associate them with three profiles.

  You log in with your original credentials and add the navigation sets.

  When you edit the profile and select the dropdown for the new navigation set you don't see the navigation sets you just added.

  Why can't you see the navigation set that should be displayed?

  A. The profile doesn't have permission to the new interface.
  B. You forgot to set the permission in the navigation set for the new interface.
  C. The interface was not installed correctly.
  D. You added the navigation set in the wrong interface.
  A. The profile doesn't have permission to the new interface.

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  Note:

  *Navigation sets and custom workspaces are associated with profiles. A Profile has to have a Default Navigation Set.

  *The following items must be created before adding profiles.

  Navigation sets. Profiles without navigation sets do not allow access to reports and other components

  Custom workspaces (optional). If you use custom workspaces, we recommend creating them before creating profiles so you can assign workspaces to specific profiles.

  *The configuration tasks required when starting to use RightNow CX are:

  Create Navigation Set

  Create Workspace (optional)

  Create Profile (associate Navigation Set and Workspace with the Profile) Create Staff Account (associate Profile with the Staff Account)

• Question 32:

  You have created variables for your customer address to be used throughout their system

  What three pieces of functionality will allow the use of these variables?

  A. Answers
  B. Incidents
  C. Incident Rules
  D. Standard text
  E. Workflow
  F. Agent Scripting
  A. Answers
  C. Incident Rules
  F. Agent Scripting

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  A: You can usevariables when authoring answers

  C:A variable is a piece of data with a value that can change during rules processing. You define what its default, or starting, value should be. Then, based on conditions you specify, the variable can be modified by rule actions. You can also use the value of a variable as a condition of a rule. The value of the variable is temporary, existing only during the particular rules processing session. When rules processing is started the next time, the variable's value is reset to the default value.

• Question 33:

  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
  B. Add all five queues to the agent's profile.
  E. Use the Strict Priority Pull Policy

• Question 34:

  Your customer has two different typesof end customersthat will be visitingtheir knowledgebasewebsite.

  The types are "public customers"and "registeredcustomers".

  They would like to presentadditional knowledgebase answersto the registeredcustomers.

  Choose the two statements required to set up this type of environment.

  A. Set up an access level without customer visibility and assign it to the registered customer answers.
  B. Ensure registered customers in to the knowledgebase website and are assigned a service level with the access level to their account.
  C. Create special Products and Categories for the registered customer answers.
  D. Set up an access level without customer visibility and assign it to all the customer answers.
  E. Create a special public answer status for the registered customer answers.
  B. Ensure registered customers in to the knowledgebase website and are assigned a service level with the access level to their account.
  C. Create special Products and Categories for the registered customer answers.

• Question 35:

  Your customer would like some changes to be made in the incident workspace. Which three changes can be made by using workspace functionality?

  A. Right justify all field labels on the workspace
  B. Copy the value in the Queue menu to a custom field.
  C. Conditionally hide specific product items based on the logged in staff account's profile.
  D. Focus on a specific workspace tab based on the value of a custom field.
  E. Change the color of the Banner Flag based on the incident's severity.
  A. Right justify all field labels on the workspace
  C. Conditionally hide specific product items based on the logged in staff account's profile.
  E. Change the color of the Banner Flag based on the incident's severity.

  ---

  Note:

  *RightNow Service provides a standard workspace for working with incidents. The workspace

  defines which fields are available, which buttons are displayed on the ribbon, and how the information is organized on the content pane.

  *keep in mind that the workspace your profile uses may display a different combination of fields, or it may display them in a different location on the content pane.

  *example of the standard incidentworkspace.

  

• Question 36:

  Your customer is a printing company and every knowledgebase article contains the word "print.

  Which configuration will enable end customer searches to return a single knowledge article result when searching with "print"?

  A. Add "print" using the stop word editor and add "print" to only one knowledgebase article keyword
  B. Add "print" using the Stop word editor and add "print" to the alias file.
  C. Add "print" to only one knowledgebase article keyword and add "print" to a search priority word and assign multiple answers.
  D. Add "print" using the stop word editor and add "print" to a search priority word and assign one answer.
  D. Add "print" using the stop word editor and add "print" to a search priority word and assign one answer.

  ---

  Search Priority Words editor. This feature of Oracle RightNow Knowledge Cloud Service used to be known as the Topic Words editor in versions released before May2010. This feature (see Figure below) is used to manually show an answer

  at the top of all search results when a certain search term is entered. Entering a search priority word is helpful when you are confident that you know exactly which answer a customer wants to read when that person enters a particular search

  term.

  Widely using the Search Priority Words editor is not recommended; instead, use it sparingly for special situations, such as when you have an umbrella answer.

  

• Question 37:

  Which three actions must be performed in order to configure cloud Monitor?

  A. Add or update navigation sets to include the Cloud Monitor navigation button and component
  B. Add or update profiles to include-Cloud Monitor permissions.
  C. Add or update profiles to include permission to add themes and Clustering.
  D. Add or update staff accounts to use profiles that include Cloud Monitor permissions.
  E. Add or update a list of favorites.
  F. Set up a Cloud Monitor search schedule.
  A. Add or update navigation sets to include the Cloud Monitor navigation button and component
  B. Add or update profiles to include-Cloud Monitor permissions.
  D. Add or update staff accounts to use profiles that include Cloud Monitor permissions.

  ---

  /Before you can monitor the social cloud to search for information related to your organization, you need to configure your application to provide access to the RightNow Cloud Monitor.

  To provide access to the RightNow Cloud Monitor it is necessary to:

  *

  (A)Add cloud monitor to Navigation Sets

  *

  (B)Add cloud monitor permission to Profiles

• Question 38:

  

  Which two statements are true about the Oracle RightNow CX Cloud Service Application button?

  A. Contains shortcuts for adding records and items to the knowledge base
  B. Provides context-sensitive help
  C. Provides quick access to any of the interfaces defined for your application
  D. Can include shortcuts to commonly used reports
  C. Provides quick access to any of the interfaces defined for your application
  D. Can include shortcuts to commonly used reports

• Question 39:

  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.
  A. Support increased text sizes.
  B. Ensure color alone is not used to convey content.
  C. Avoid background sound.
  E. Provide multiple methods for finding content.

• Question 40:

  Your customerhas requested a workflow with the following requirements:

  All workflows have a return event thatallows users to exit the workflow Every return eventleads to a wrap up script thatis positionedjust before theincident workspace Every exit takes the agent to theincidentworkspace Thereisa"return to script" button on the workspace to take the agent to a workspacelisting all availablescripts.

  Identify the requirement that could not be met.

  A. The workflow must take the agent to an incident workspace to finish their work.
  B. The workflow must allow the agent to restart the workflow from the ending Initial workspace.
  C. There must be a single script that all agents see to finish their conversation with the end customer.
  D. The agent can exit any script in the workflow, go to the workspace, and return to the script page that they originally left from.
  D. The agent can exit any script in the workflow, go to the workspace, and return to the script page that they originally left from.

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  Note: *Oracle RightNow Desktop Workflow Cloud Service helps agents switch context during interactions. WithOracle RightNow Desktop Workflow Cloud Service, you design workflows that span the ful interaction from start to finish. These interaction flows can present the agent with a sequence of workspaces and scripts dynamically as the context of the interaction evolves. As your workspaces become more tailored to specialized contexts, Oracle RightNow Desktop Workflow Cloud Service becomes an essential means of switching between workspaces