Oracle Oracle Certifications 1Z0-465 Questions & Answers

• Question 11:

  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

  Correct Answer: A

  Explanation: 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 12:

  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.

  Correct Answer: CD

• Question 13:

  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.

  Correct Answer: ACE

  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 14:

  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.

  Correct Answer: DE

  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 15:

  Within the password configuration settings what does the grace period control?

  A. The number of days after an account is locked when the user can request an online reset of his password

  B. The number of days a notice is sent to the user before his password expires

  C. The number of days after a password expires that the user can still log in before the account is locked

  D. The number of days before a manager is noticed of a locked account

  Correct Answer: C

  Explanation: Grace period after expiration before account is locked.

• Question 16:

  Identify the seven data types that are available as custom fields.

  A. Text Area

  B. Integer

  C. Date Field

  D. Currency

  E. Date/Time

  F. Text Field

  G. Yes/No

  H. Menu

  I. Float

  J. Multi Select Menu

  Correct Answer: BCDEFGI

• Question 17:

  Referring to custom fields in the system, identify the column identifier that indicates it is a custom field.

  A. CO$

  B. C$

  C. RN$

  D. CF$

  E. $C

  Correct Answer: B

  Explanation: In the latest RightNow API (February 2012 and May 2012 release), one of the important changes we need to be aware of is the structure of custom field and the query format in ROQL. In the older API version, all custom field API name has a prefix of "c$". e.g, c$mycustomfield. You can query the custom field data out by using the following ROQL:

  Select ID, c$mycustomfield FROM Contact;

• Question 18:

  Your customer would like to run incident report with up to five years of data on incidents and activity for a given agent regardless of whether an agent has left the company. Your customer is not sure what they need to do to keep from deleting data for agents that have left the company.

  Identify which option would allow your customer to administer the staff accounts to enable the reporting abilities they require.

  A. Disabled from Assignment

  B. Disabled from Assignment and Report Filters

  C. Permanently Disabled

  D. Do not disable, but lock the staff account

  E. Reassign the old incidents to another staff accounts called Former Employee

  Correct Answer: A

• Question 19:

  Your customer would like to classify their incidents by the hierarchy of services they provide, and will route customer web form incidents to agents according to the type of help selected and by service in the hierarchy.

  Select the two statements that would satisfy these requirements.

  A. Use the product field to identify the services and the disposition field to identify the customer's incident type of help.

  B. Use the product field to identify the services and the category field to identify the customer's incident type of help.

  C. Use the product field to identify the services and an incident custom field to identify the customer's incident type of help.

  D. Use the category field to identify the customer's incident type of help, and an incident custom field to identify the services.

  Correct Answer: BC

• Question 20:

  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

  Correct Answer: A

  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.