Oracle 1Z0-465 Online Practice Questions and Exam Preparation

Oracle 1Z0-465 Online Questions & Answers

• Question 41:

  Your customer was reviewing published answers in their knowledgebase.

  They noticed that several of the answers had irrelevant answers listed in the "Answers other found helpful" section of the answer detail page.

  What step is required to eliminate the individual irrelevant answers?

  A. Remove the related answers widget from the Customer Portal page.
  B. Remove the irrelevant answers from manually related answers.
  C. Block the irrelevant answers from Learned Links.
  D. Delete the irrelevant answers from Sibling Answers.
  D. Delete the irrelevant answers from Sibling Answers.

  ---

  Note: *A meta-answer is a collection of related answers that are all associated with the same products and categories. These related answers are called sibling answers, and that relationship is defined on the CX Console, not on the accessibility interface

• Question 42:

  Your customer wants agents to automatically receive an incident private note that explains how to handle specific responses from customers.

  These incidents would be identified by specific terms in the subject line.

  Select three steps needed to accomplish this.

  A. Use an Incident Business Rule to append standard text to the uncommitted response buffer.
  B. Add a workspace rule that checks for identified terms in the subject line.
  C. Create Standard Text with instructions.
  D. Use an Incident Business Rule to append standard text to Customer Thread.
  E. Add the Standard Text as Private Note to Thread in the workspace rule.
  B. Add a workspace rule that checks for identified terms in the subject line.
  C. Create Standard Text with instructions.
  E. Add the Standard Text as Private Note to Thread in the workspace rule.

• Question 43:

  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.
  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.

  ---

  Note:

  *The staff members assigned to the profile have access to only those reports and items defined in their profile's navigation set unless you allow staff members with that profile to customize their navigation set.

  *Navigation sets control the navigation lists and buttons that staff members see on the navigation pane of the RightNow CX Console.

  Navigation sets can be created for staff members who have any combination of responsibilities, and can be assigned to staff members in their profiles. Every staff member has a profile, and every profile must include a navigation set that all staff members with that profile use when they work in RightNow CX. A navigation set is a combination of navigation buttons and their associated navigation lists.

• Question 44:

  Your customer's "Chat Survey Score" report contains valid records; however all of the average scores to be zero.

  What two steps will correct this?

  A. Add values to the Score field in the Survey Questions.
  B. Ensure the survey's questions are included In the "Chat Survey Score" report.
  C. Update the Filters in the report.
  D. Change the Survey questions to a Matrix type.
  E. Refresh the Chat Survey report.
  F. Change the format of the Average Score.
  D. Change the Survey questions to a Matrix type.
  E. Refresh the Chat Survey report.

  ---

  Note: *Survey Results by Chat Session shows your customers' responses to surveys they received after completing chat sessions. The report shows you the names of the surveys completed by the customers, the dates and times the survey responses were received, and the total score from each survey response.

  *

  

• Question 45:

  Your customer has previously allowed their end customers to be able to submit incidents only via an email mailbox into Outlook.

  Now that they are developing Oracle RightNow CX Cloud Services and a Customer portal, they still need to allow emails to be submitted and have an incident created.

  What two items must be enabled to meet this requirement?

  A. EGW_ENABLED
  B. EGW_AUTO_CONT_CREATE
  C. EGW_UPDATE_BY_CREATE
  D. EGW_SAVE_EMAIL_HEADERS
  E. EGW_SECURE_UPDATE_ENABLED
  A. EGW_ENABLED
  B. EGW_AUTO_CONT_CREATE

  ---

  A:As long as you have EGW_ENABLED set to Yes then incidents should be updated when the customer replies to the email.

  B: Note:

  * If a customer has emailed in regarding a problem and you have EGW_AUTO_CONT_CREATE set to NO then the customer can't create an incident without first creating an account. Equally, with MYSEC_AUTO_CUST_CREATE the customer will need to have created an account before using 'Ask a Question'.

  Interestingly if a customer emails in and EGW_AUTO_CONT_CREATE is set to YES then they will get a random password!

• Question 46:

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

  A. Rollback
  B. Stage
  C. Develop
  D. Production
  E. Promote
  A. Rollback
  B. Stage
  E. Promote

• Question 47:

  Your customer has asked you to create a report that will need to be sent to the executive management.

  None of the receipts of this report has access to the system, and the same monthly report should be delivered to all recipients.

  The management team frequently changes and your customer does not want to alter the report schedule after configuration.

  After creating the report what two additional steps need to be taken?

  A. Create a schedule record for the report.
  B. Send a notification to the execution team that the report is available.
  C. Set the up staff accounts for the executive team.
  D. Create and add the distribution list to the schedule.
  E. Create a dashboard for the report.
  F. Upgrade the permissions for the report to include the executive team.
  A. Create a schedule record for the report.
  D. Create and add the distribution list to the schedule.

  ---

  Note: *Distribution Lists Email address lists that you can use when scheduling reports, configuring rule notifications, forwarding incidentsand opportunities, and using CC and BCC in incident responses

• Question 48:

  You have created a custom widget for a customer portal page, and the widget needs to be styled based on your customer's branding guidelines.

  Identify the location where the CSS file must be placed within the file structure.

  A. \euf\development\widgets\custom\{widget name}\
  B. \euf\rightnow\widgets\standard\{Widget name}\
  C. \euf\assets\css\{widget name}\
  D. \euf\assets\themes\{theme name}\widgetCss
  D. \euf\assets\themes\{theme name}\widgetCss

• Question 49:

  Yourcustomerhas askedthat all incidents be "scanned"for wordsthat may revolvearoundproductdefects andinjuresso that they canalerttheir risk management team of any possibleproduct issuesor liability. The customer accepts that 100%

  accuracyis not available, and acceptsthat they willbe false positivesand a margin for error.

  They have providedyou he followingwords to be "scanned":

  Mouth

  Jaw

  Cheek

  Jowl

  Chin

  Oral

  Palate

  The customer requiresthe following:

  Match whole wordsonly

  All validwordsmust be precededwith a space.

  All valid wordsmust be spelledcorrectly.

  All words must be directlyfollowed by a meta character in this list:

  , {comma}

  .{period}

  '{single quote}

  " {double quote}

  ; {semi colon}

  : {colon}

  {space}

  ! {exclamation point}

  ? {question mark}

  and {ampersand}

  You decide to use a regularexpressionto search for thesewords in all incoming emails.

  ^mouth [, | . |'|"|;|:||!|?|and]|\ jaw[|,|.|`|"|:|!|and]|\ cheek[, | ` | ; | : | | ! | ? | and]|\

  jowl [,|.|`|;||!|?|and] | \chin$[,|.|`|"|;||!|?|and] | \oral [ , | . | ` | " | : | | ? | and ] | \ pallate[,|.|`|"|:||!|? | and]| \

  Identify the three words that will be correctly matched to this regular expression.

  A. Mouth
  B. Jaw
  C. Cheek
  D. Jowl
  E. Chin
  F. Oral
  G. Palate
  B. Jaw
  C. Cheek
  D. Jowl

  ---

  Incorrect:

  Not A: mouth will not match ^mouth

  Not E: chin will not match chin$

  Not G: palate will not match pallate

• Question 50:

  Your customer has five active agents, one agent profile, three products, and three incident queues (queue1, queue2, and queue3).

  Their incidents are directed to each queue based on their three products.

  Each product is assigned a unique queue.

  The priority of queue to be worked are queue 1, queue2, and queue3.

  Identify which two items will solve this problem.

  A. Change the full policy for the agent profile to manual and instruct at least one of the agents to pull queue3.
  B. Change the pull policy for the agent profile to ""First Due.
  C. Create an escalation rule for the agent profile to "First Due".
  D. Create a new agent profile that has a reverse queue order and assign at least one agent to the new profile.
  C. Create an escalation rule for the agent profile to "First Due".
  D. Create a new agent profile that has a reverse queue order and assign at least one agent to the new profile.