Oracle Oracle Applications 1Z0-465 Questions & Answers

• Question 1:

  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.

  Correct Answer: BC

• Question 2:

  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

  Correct Answer: C

  Explanation: Use inner join.

• Question 3:

  Your customer is going to have three brand-related incident queues.

  They need to do an order routing of incidents created through an email channel to different queues.

  Identify the correct options to configure your routing rules for initial routing.

  A. Create a rule to route to each brand queue from the corresponding service mailbox in the "progress" state.

  B. Create a rule where if a subject contains the brand name, it should be routed to a brand queue.

  C. Create a rule to route to each brand queue from the corresponding service mailbox in the "initial" state.

  D. Create a rule where the sender's domain = a branch, route the incident to the matching brand.

  Correct Answer: C

• Question 4:

  Your customer has created a new script and has deployed it to the agents in their call center within their incident workflow.

  They have noticed an issue that all of their agents cannot end the script of the places that were designed to.

  Identity the two reasons for this.

  A. There are no exit or finished events being triggered on the script pages.

  B. The agents cannot get to the pages where they can end the script.

  C. There are no return events listed in the incident workflow for the script to use.

  D. There are no script beginning and ending buttons enabled for the script pages.

  Correct Answer: BC

• Question 5:

  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.

  Correct Answer: D

  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 6:

  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.

  Correct Answer: ABCE

• Question 7:

  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.

  Correct Answer: ABD

• Question 8:

  View the Exhibit.

  

  Your customer has"Gold" level SLAs beingappliedto organizationautomaticallywith an organizationrule.

  After six months the business decides to reducethe turnaroundtimefor the response.

  Instead of respondingin 24 hoursyours agentsneedto respond to theend customers within thebusiness hours.

  You modify the Gold SLA to reflect this change but you notice that the SLA reports are still using a 24 hours response time.

  Which statement is correct?

  A. Your site has been corrupted with "Ghost" SLAs (See Exhibit).

  B. You have not activated the rules so the updated SLAs are not being applied.

  C. Updating the SLA will not automatically update the organization's SLA.

  D. The SLA reports will need to be modified to use the new SLA.

  Correct Answer: D

• Question 9:

  

  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

  Correct Answer: CD

• Question 10:

  Your customer would like to havethe defaultsearch report (Answers瑿omplexExpression Search Default)on their customer portal page alteredwith the following requirements.

  They want the New and Update tagsto be displayedfor only 7 days. They want to displaythe Answer'sscore.

  Identify the two options that will enable you to complete the requirements.

  A. Delete the exceptions for New and Updated.

  B. Unhide the computed score (solved) column.

  C. Change the variables for $new and $updated.

  D. Update the configuration settings of ANS_NEW_INC_DURATION and ANS_UPD_INC_DURATION.

  E. Insert the score (solved count) columns.

  Correct Answer: DE

  D:Specify how long an answer is displayed as new. ANS_NEW_INC_DURATION Specify how long an answer is displayed as updated. ANS_UPD_INC_DURATION

  E:

  *Both long-term and short-term solved counts are used to calculate the score.

  *Score--A calculated value that ranks the order of displayed answers. An answer's score is determined by its solved count and any display position that was set when the answer was added or updated.