Oracle 1Z0-465 Online Practice Questions and Exam Preparation

Oracle 1Z0-465 Online Questions & Answers

• Question 71:

  Your customer has special business process where their agents will put incidents into a waiting status for a period of one week on a regular status basis.

  Your customer would like these incidents to remain in the waiting status until the agent has finished researching the incidents(s).

  Your customer does not want these incidents to close until 7 calendar days have passed.

  Which configuration setting needs to be modified form its default value in order to prevent the system from closing the waiting incident automatically?

  A. DORMANT_INCIDENTS
  B. CI_WAITING_CALC_DAYS
  C. CI_HOURS
  D. PURGE_DELETE_INCIDENTS
  E. MYQ_REOPEN_DEADLINE
  A. DORMANT_INCIDENTS

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  The DORMANT_INCIDENTS configuration setting specifies the number of days after which Solved incidents are flagged as dormant by the agedatabase utility. To disable this feature, set this value to 0. If you set the DORMANT_INCIDENTS setting to a value greater than that specified in the PURGE_DELETE_INCIDENTS setting, the incidents will get purged before they can ever be set to dormant. By default, this feature is set to 0 which means incidents are never flagged as dormant.

• Question 72:

  Which three expressions use proper syntax?

  A. If (incidents.assgn_acct_id ISNULL, `Not Assigned', 0)
  B. Date_diff(incidents.closed, incidents.created)
  C. If(incidents.assign_group_id= 100460, `With Support', `Not with Suport')
  D. Sum(if(incidents.status_id < > 2, 1, 0))
  E. Avg(incidents.candtimes_opened)
  A. If (incidents.assgn_acct_id ISNULL, `Not Assigned', 0)
  B. Date_diff(incidents.closed, incidents.created)
  C. If(incidents.assign_group_id= 100460, `With Support', `Not with Suport')

• Question 73:

  Your customer has linked products and dispositions together on their site. On the agent's incident workspace the list of dispositions is not being filtered.

  Select the two actions that will assist in troubleshooting this issue.

  A. Your customer's agents must log out and log back in.
  B. The Auto Build product disposition links is not selected.
  C. The incident workspace does not have a filter workspace rule assigned.
  D. The enable product disposition linking is not selected.
  E. The client has not refreshed the incident in the incident workspace.
  C. The incident workspace does not have a filter workspace rule assigned.
  E. The client has not refreshed the incident in the incident workspace.

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  C:You can useworkspace rules to filter out unwanted dispositions.

• Question 74:

  Your customer has performed a search on the knowledgebase and has stated that they are gettingstrange results. Every time they search for the word "widget" the correct answer appears as the 10th answer on the search results and not at the top of the first page.

  How can you increase the value of the word "widget" In the knowledgebase search results?

  A. Assign all products and categories to the knowledgebase answer.
  B. Set the display position to "Fix at top."
  C. Set the display position to "Place at top."
  D. Add the search term to the keyword field of the knowledgebase answer.
  D. Add the search term to the keyword field of the knowledgebase answer.

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  Incorrect:

  Not B: would ensure that widget would always be at the top over every list, but the value of the word would not be affected.

• Question 75:

  Your customer has a complex workspace that has 60 + tabs, 100 + data fields and over 200 + rules that are fired based on agent actions for their different business functions.

  Your customer has told you that their workspace is painfully slow and the call center agents cannot do their work.

  The customer would like to keep using a single profile for all their agents to simplify administration.

  You have condensed many of the rules in the workspace into named events to try and speed things up, but on the call center agents' workstations its still just too slow.

  Which three options will speed up the agents' workspace?

  A. Reduce the number of tabs that need to be rendered
  B. Utilize workflow to split the workspace into more than one
  C. Reduce the number of data fields on the workspace
  D. Utilize a single workspace per business function and assign it to the profile
  E. Create workspace rules to hide unused tabs when the workspace loads.
  A. Reduce the number of tabs that need to be rendered
  C. Reduce the number of data fields on the workspace
  E. Create workspace rules to hide unused tabs when the workspace loads.

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  *In many cases, a workspace contains many fields or controls that are applicable only in certain scenarios. Set the default state (visibility, required setting, and read-only setting) to match the most-common cases, and then use rules to handle the uncommon cases by dynamically showing/hiding/changing required or read-only settings. When using rules to show or hide multiple fields/controls, try to group these items onto tabs or panels and hide/show just that tab or panel. By following these best practices, you will make your rules easier to maintain and you will minimize workspace flickering that can happen when you first show and then hide fields and controls.

  *Oracle RightNow Contextual Workspaces Cloud Service is a very powerful add-in option that gives you the ability to tailor your workspaces to meet complex enterprise business needs. It can also make your agents more productive, by providing them with what they need, when they need it. For example, you can show only the information and fields that are relevant, based on ?What type of interaction it is ?Who the customer is ?Who the agent is ?What is happening during the interaction

• Question 76:

  Your customer would like a high, medium, or low severity level assigned to each incident. The agents will service the incidents using a queue representing each severity. Which option shows the minimum steps required to satisfy the requirements?

  A. Create incident queues and severities
  B. Create incident statuses, queues, and severities
  C. Create incident severities
  D. Create incident statuses and queues
  A. Create incident queues and severities

• Question 77:

  Incident#120703-002539 was submittedon Tuesday, July 3,2012at 1:00 pm.

  

  At what time the initial Response Due (incidents.rel_due) field be stamped using the response requirements shown?

  A. Tuesday, July 3, 2012 at 9:00 pm
  B. Wednesday, July 4, 2012 at 12:00 pm
  C. Thursday, July 5, 2012 at 12:00 pm
  D. Thursday, July 5, 2012 at 1:00 pm
  E. Saturday, July 7, 2012 at 12:00 pm
  C. Thursday, July 5, 2012 at 12:00 pm

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  *

  From the exhibit we see that the response time is 480 minutes (6 hours).

  *

  From the exhibit we see that the resolution time is 1440 minutes (24hours). *incidents.rel_due is the result of the calculation that RN makes to tell you when an Incident is due for a response.

  *

  The best thing to do in this instance is adjust the response requirements and SLA level to suit. In the SLA edit function, you can tell the system the working hours that are used, i.e. Monday to Friday, 0900 - 1700. Also under the SLA edit, in Response Requirements you'll see Response and Resolution Time. Set these to the working number of minutes. So, for example. If you did do 9-5 during a working day, you're going to want to set this to 8x60x5 (2400). Also, do the same in the Response Requirements edit (above the Service Level Agreements in the Configuration tab).You'll find both of these functions under Service in the Configuration tab.What this will do is tell the system to start counting, but only during working hours. So, if an incidentcomes in outside of your working hours, say 11pm, it won't start the clock until 0900 the following morning.

• Question 78:

  Your customer wants to measure agent performance based on feedback from their end customers.

  If you end customer provides negative feedback, their incident needs to be reopened automatically.Identify three tasks to fulfill these requirements.

  A. Create a broadcast survey.
  B. Schedule a survey to run on a daily basis.
  C. Set an incident business rule to send the survey when an incident is closed.
  D. Create a new queue for unhappy customers.
  E. Create a transactional survey.
  F. Create a report of survey responses.
  G. Assign score to the survey questions and set the status field based on the values of the responses.
  C. Set an incident business rule to send the survey when an incident is closed.
  E. Create a transactional survey.
  G. Assign score to the survey questions and set the status field based on the values of the responses.

• Question 79:

  Your customer is editing acontact workspacethat is the parentof a object customer. They do notsee the child custom object information.

  Select the three areas to check to verify that the condition is correct.

  A. The custom object was deployed.
  B. The custom object has a relationship with the parent.
  C. The profile has custom object permissions.
  D. The custom object has an associated workspace.
  E. The custom object has workspace permissions.
  A. The custom object was deployed.
  B. The custom object has a relationship with the parent.
  E. The custom object has workspace permissions.

• Question 80:

  Yourcustomer wantsto implementa new businessprocess. Theyhavegiven you these requirements:

  All contactswhen createdwill havethe contacts.c$free_trial customfieldset to NO(default in novalue).

  All contacts willbeadded to organization= "Temp".

  All contactswith contacts.c$free_trial = "Yes" willhave anopportunitycreatedthat isassignedto "agent 1",with a status ="Lead"and territory = EMA璘nited Kingdom.

  Identify the three minimum rule types to be configured to meet the requirement.

  A. Chat Rules
  B. Contact Rules
  C. Incident Rule
  D. Opportunity Rules
  E. Organization Rules
  F. Survey Rules
  G. Task Rules
  B. Contact Rules
  D. Opportunity Rules
  E. Organization Rules

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  B:Contact Rules Contact Rules are triggered when contact records are created or updated. For example, you can use contact rules to automatically apply service level agreements (SLAs)or to set fields based on how the record is created or updated

  D:Opportunity Rules Opportunity rules are triggered when a sales opportunity is created or updated. You can use opportunity rules to notify managers when a sales opportunity reaches a certain status in your sales cycle

  E:Organization Rules Organization Rules are triggered when organization records are created or updated. For example, you can use Organization Rules to notify support staff or accounts receivable when an organization record is created or updated