Oracle Oracle Certifications 1Z0-465 Questions & Answers

• Question 21:

  Select the two statements that describe reasons why you would link products to categories.

  A. It simplifies reporting on answers and incidents products and categories

  B. It allows filtered product and category lists when creating answers

  C. It allows filtering of product and category menus on customer portal pages

  D. It allows filtering of product and category menus on incident workspaces

  Correct Answer: C

  Explanation: If your organization haslarge numbers of categories or dispositions, staff members and customers must reviewlong lists of menu itemsto find appropriate options.

  You can simplify their choices withproduct linking.

  When products are linked to categories, only the linked categories are displayed when customers select productson the customer portal or when staff members select products while working on incidents.When products are linked to

  dispositions, only the linked dispositions are displayed when agents select products for incidents. Product linking is a powerful tool for enhancing efficiency for both staff members and customers. Product-category linking is independent of

  product-disposition linking, so you can enable one or the other or both.

• Question 22:

  Your customer is using standard statuses, status types, and the standard agent "My Inbox" report. Which two incidentstatus types will show up in the agent's "My Inbox" report?

  A. Solved

  B. Unresolved

  C. Waiting

  D. Updated

  Correct Answer: BD

  Explanation: See figure below. Figure: My Inbox Report

  

  Note:

  *Inbox--An agent's personal queue consisting ofall the incidents that have been assigned to theagent.

  *Incidents can have one of the four default incident statuses, or they may have a custom status

  defined by your RightNow administrator. The default statuses are Unresolved, Solved, Updated, and Waiting.

  * Info:

  Click this button to see details about the incident, including when it was created and last updated, the date when the initial response was due, the date of the initial response, the date of the last response, the closed date, the staff member

  who created it, and the incident ID. If the incident is in a rules state or has an escalation level, that information also appears.

• Question 23:

  After an implementation of a Chinese Knowledge base, yourcustomer notices there are somesearch terms that are not found when searching through the knowledgebase under any use case.

  You have verified that there are answers for the search terms being searched, but you also verify that answers are not being returned correctly.

  Identify the configuration change you would make to mitigate this problem.

  A. Update the answer keywords

  B. Verify that all selections of the target answer(s) contain the search terms you're looking for.

  C. Create hidden div tags inside the answer's question section to promote the matching of a given target search term that isn't being matched.

  D. Create entries for the word and its syntax in the dictionary file.

  E. Create alias and thesaurus entries with the correct target search terms.

  Correct Answer: E

• Question 24:

  Your customer's site consists of four business units using four different interfaces.

  To avoid any configuration changes affecting other business units they have created four test environments for all system changes to be deployed and tested for each business unit before moving and changes into production.

  Following the standard deployment method, how many deployments (excluding the copy between environments) must take place for the changes to be live in production, if they are customer portal changes for each of the four interfaces on

  each of the four environments?

  A. 28

  B. 30

  C. 32

  D. 34

  E. 36

  F. 38

  G. 40

  Correct Answer: C

• Question 25:

  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.

  Correct Answer: CDE

  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 26:

  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

  Correct Answer: C

  Explanation: * 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 27:

  Your customer has over a thousand answers in their knowledgebase.

  The keyword search report shows that some end customers are searching, using a misspelled word returning zero results.

  The client does not want to edit all the answers to fix this situation.

  Choose the option that will fix your customer's issue.

  A. Add the misspelled words to a custom field.

  B. Add the misspelled words to the answer keyword.

  C. Add the misspelled words to the stop word list.

  D. Add the misspelled words to the alias file.

  Correct Answer: D

  Explanation: There are two files in particular that are especially important when configuring and tuning your knowledgebase, aliases.txt and exclude_answers.txt (aka stop words).

  Aliases.txt - Use the Aliases.txt file in the File Manager, wordlist files to create synonyms.

  Make sure you are using consistent terms in your Answers.

  Adding misspellings to the Aliases.txt works very well, and presents people with Answers even if they make an common spelling error. it works very well.

  If you add a misspelling to the keywords box, it only applies to that one single answer.

• Question 28:

  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

  Correct Answer: BC

• Question 29:

  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

  Correct Answer: D

• Question 30:

  Yourcustomer has five differentincidents queues:

  Help Tier 2 Escaped Accounting VIP

  The Help and VIP queueshave the quickestresponse goals.

  Which two configurations will ensure that an agent's profile pulls incidents assigned these queues first using a single agent profile?

  A. Create an agent profile to only work these two queues.

  B. Add all five queues to the agent's profile.

  C. Add all five queues to the agent's profile with Helper and VIP being the first two in the list.

  D. Use the First Due Pull Policy

  E. Use the Strict Priority Pull Policy

  Correct Answer: BE