Oracle 1Z0-465 Online Practice Questions and Exam Preparation

Oracle 1Z0-465 Online Questions & Answers

• Question 51:

  Your customerhas asked you to configure profilesforan Oracle RightNowCXCloud Service Engineimplementation.

  Your customer's requirements:

  There will be two queues.

  Allincidents will be pulled by the agents.

  Delivery is based on theduedate assigned to the incident.

  No agent will be allowed to work on more than five incidents at a time.

  Select two configurations needed to accomplish this.

  A. Set Pull Policy to Strict priority
  B. Set Pull Policy to First Due
  C. Set Pull Policy to Manual
  D. Set Pull Quantity to 5
  E. Set Inbox Limit to 5
  F. Set Pull Quantity to 2
  G. Set Inbox Limit to 2
  C. Set Pull Policy to Manual
  D. Set Pull Quantity to 5

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  C: from scenario:Allincidents will be pulled by the agents.

  D: from scenario:No agent will be allowed to work on more than five incidents at a time.

• Question 52:

  Your customerhas team leads who are responsible for creatingbusiness rules and managingstaff accounts.However, they should not beallowed to create or modify any profiles.

  Which two options should be used to configure the Navigation Set for these team leads?

  A. Keep the default Configuration items in the Configuration pane and let the profile handle this.
  B. Create a navigation set that only has "Rules" and all "Staff Management" items in the configuration pane.
  C. Add the Configuration item of Rules, and Staff Account by Group report into Home Tab and remove the default Configuration pane.
  D. Add the Configuration items of Workspace/Workflows, Rules, and Staff Account by Group Report into the Home Tab and remove default Configuration pane.
  A. Keep the default Configuration items in the Configuration pane and let the profile handle this.
  B. Create a navigation set that only has "Rules" and all "Staff Management" items in the configuration pane.

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  Note:

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

  1.Create Navigation Set

  2.Create Workspace (optional)

  3.Create Profile (associate Navigation Set and Workspace with the Profile) 4.Create Staff Account (associate Profile with the Staff Account)

• Question 53:

  You are creating several new standard bead entries and want to use variables in your standard text.

  What is the difference between "Variable" and "$"?

  A. Variable pulls in a dynamic value from the database and $ is a fixed variable.
  B. Variable pulls in a dynamic value from the database and $ allows the agent to enter a value.
  C. Variable is a fixed value and $ pulls in a dynamic value from the database.
  D. $ pulls in a dynamic value from the database and Variable allows the agent to enter a value.
  E. $ allows the agent to enter a value and Variable is a fixed value.
  A. Variable pulls in a dynamic value from the database and $ is a fixed variable.

• Question 54:

  Your customer wouldlike you toalter the createaccount page.

  

  They would like you to changethe followingItems:

  Custom fields: (display only these two fields) Contacts.free_trial (Not Required) Contacts.contact_okay (Not required)

  Standard fields: Contact.email_alt1(Required) Contacts.email_alt2(Not required) Contacts.ph_mobile(Not required) Contacts.ph_home(Required) Name (Not required)

  Identify the option thatcorrectlyreflects the changesrequested by the customer.

  

  A. Option A
  B. Option B
  C. Option C
  D. Option D
  C. Option C

  ---

  contacts.email_alt1 OK.

  contacts.email_alt2 OK.

  Contacts.contact_okay OK.

  Etc.

  Incorrect:

  Not A:Contacts.contact_okaynot specified.

  Not B:contacts.email_alt1, contacts.email_alt2 not specified.

  Not D:Contacts.contact_okaynot specified.

• Question 55:

  Which incident field is designed to be used by your customer to standardize tracking of how incidents are resolved?

  A. Response Message
  B. SLA Instance
  C. Severity
  D. Disposition
  E. Source
  A. Response Message

  ---

  When you add an incident, you create a record of both the customer's question and your response, which can helpyour organization track how the incident is resolved.

• Question 56:

  Your customer wants to put the information in the "answer" section of their knowledgebase article as more important than the information in the "subject" section.

  What two system configuration settings can be modified to increase the value of the phrases in the "answer" versus the "subject" during a search from either customer portal of the agent desktop?

  A. SRCH_ATTACH_WEIGHT
  B. SRCH_SUBJECT_WEIGHT
  C. SRCH_BODY_WEIGHT
  D. SRCH_KEY_WEIGHT
  E. SRCH_PROD_WEIGHT
  F. SRCH_CAT_WEIGHT
  G. SRCH_DESC_WEIGHT
  B. SRCH_SUBJECT_WEIGHT
  C. SRCH_BODY_WEIGHT

• Question 57:

  Your client has VIP customers (all of which have a custom contact field of VIP to `Yes'). They want to offer these customers a higher priority service on Chat.

  You intend to do thiswith aVIP queue.

  Which three steps do you also need to perform?

  A. Create chat rules so that contacts with the VIP field set to `Yes' are quoted to the VIP queue.
  B. Add the VIP queue to the profile of the agents that are taking chats.
  C. Set the Pull Policy to manual.
  D. Move the VIP queue to the top of the top queue list.
  E. Create incident rules so that contacts with the VIP field set to `Yes' are routed to the VIP queue.
  F. Create a rule to set an SLA.
  A. Create chat rules so that contacts with the VIP field set to `Yes' are quoted to the VIP queue.
  B. Add the VIP queue to the profile of the agents that are taking chats.
  D. Move the VIP queue to the top of the top queue list.

  ---

  Incorrect:

  NotE:incident rules

  Incident Rules are triggered when incidents are created or updated. You can use incident rules to notify staff when incidents are received, to automate an escalation, or to present end-users with SmartAssistant suggested solutions.

  Not F: Setting a Service Level Agreement is not required here.

• Question 58:

  Your customerhas asked you to createareport thatshowsallincidents opened within the past month.

  Thereportshould show the following columns:

  Numberofincidents opened inthepast month Numberofincidents opened in the pastweek Numberofincidents openedin the pastday

  Which two functions are needed in the expressions to create the three columns?

  A. NVL
  B. AVG
  C. IF
  D. DECODE
  E. SUM
  C. IF
  E. SUM

  ---

  Incorrect:

  Not A:In Oracle/PLSQL, the NVL function lets you substitute a value when a null value is encountered.

  Not D:DECODEcomparesexprto eachsearchvalue one by one. Ifexpris equal to asearch, then Oracle Database returns the correspondingresult. If no match is found, then Oracle returnsdefault. Ifdefaultis omitted, then Oracle returns null.

• Question 59:

  Identify which option describes a valid use of the disposition field.

  A. Describe the topic of knowledgebase answers
  B. Describe the classification of incidents
  C. The customer selected the nature of the question
  D. Describe the status of the customer question
  B. Describe the classification of incidents
  D. Describe the status of the customer question

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  B: If agents are required to select from a certain subset of dispositions when solving incidents, you could create a workspacerule to make the Disposition field required and hide several of its itemswhen incidents are set to Solved.

• Question 60:

  Which are two true statements about chat surveys?

  A. You can create a chat rule to email a transactional survey to the customer at the end of a chat.
  B. Sending a link to a survey can only be done by the agent during or at the end of chat.
  C. You can create a chat rule to pop up a transactional survey at the end of a chat.
  D. When displaying a link to a chat survey, customer information cannot be linked back to the chat.
  A. You can create a chat rule to email a transactional survey to the customer at the end of a chat.
  C. You can create a chat rule to pop up a transactional survey at the end of a chat.

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  Note: *Chat Surveys Oracle RightNow Chat Cloud Service facilitates real-time chat sessions between your agents and customers visiting your Website. Completion of a chat session is a prime time to gather feedback measuring the effectiveness of the chat channel and to gain deeper insight into your online customer experience. Configurable chat business rules enable you to present customers with a Website link survey when the chat session is complete or when the chat is canceled(C). A transactional survey may also be e-mailed to the customer after the chat is completed instead of "popping" the survey to the screen.(A)

  *As part of the Oracle RightNow CX Cloud Service solution, there are at least 11 different ways to listen to your customers: transactional surveys, broadcast surveys, Website link surveys, chat surveys, voice surveys, surveys by proxy, answer feedback, site feedback, social monitor, support community, innovation community, and periodic review of incidents.