Oracle Oracle Certifications 1Z0-465 Questions & Answers

• Question 31:

  Your customer wants agents to automatically receive an incident private note that explains how to handle specific responses from customers.

  These incidents would be identified by specific terms in the subject line.

  Select three steps needed to accomplish this.

  A. Use an Incident Business Rule to append standard text to the uncommitted response buffer.

  B. Add a workspace rule that checks for identified terms in the subject line.

  C. Create Standard Text with instructions.

  D. Use an Incident Business Rule to append standard text to Customer Thread.

  E. Add the Standard Text as Private Note to Thread in the workspace rule.

  Correct Answer: BCE

• Question 32:

  Your customer shipspackages directlyto customersusing a trackable shipping method. When an order is shipped, a trackingnumber is savedin an incidentcustom field.

  In order to quickly respond tocustomer'squestions about shippingstatus,yourcustomerhas requestedthat a hyperlink controlbe availableon the incidentworkspace that will loadthe tracking detailsof the package associatedwith the incidentwhen clicked.

  The custom field details are below:

  Name: Tracking ID Data Type:Text Field Usage: Plain Text Default Value: Null Size ofField: 13 Column Name: tracking_id Custom Field ID: 87

  The URL customer has provided fortrackingishttps://widgetshippers.com/trackyourpackage?id=

  Of the available options, select the one that satisfies your customer's request.

  A. https://widgetshippers.com/trackyourpackage?id=incidents.c$tracking_id

  B. https://widgetshippers.com/trackyourpackage?id=c$tracking_id

  C. https://widgetshippers.com/trackyourpackage?id=$p_icf_87

  D. https://widgetshippers.com/trackyourpackage?:id=incidents.c$tracking_id

  E. https://widgetshippers.com/trackyourpackage?id=$icf_candtracking_id

  Correct Answer: A

• Question 33:

  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

  Correct Answer: BD

  Explanation: 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 34:

  In which two sections of the Customer Portal is the Guided Assistance widget available for end customers?

  A. Ask a Question

  B. The answers list page only

  C. Any page the customer wants it placed

  D. The answers detail page

  E. The popular answers list page

  F. They are only available when using smart assistant

  Correct Answer: CD

  Note:

  *For customers, Oracle RightNow Guided Assistance Cloud Service provides these benefits:

  /It can be positioned where customers need help--on a Web page or in an answer. /Guides can be deployed in multiple locations across your Website. /Guides can be delivered on a PC or any Web-enabled mobile device with a modern

  JavaScript-enabled browser.

  *Customers can access Oracle RightNow Guided Assistance Cloud Service via a link on either Oracle RightNow Customer Portal Cloud Service or another Web page. To assist consumers, the guides created with Oracle RightNow Guided

  Assistance Cloud Service can be embedded in answers and include links to chat and other communication channels. Agents can access Oracle RightNow Guided Assistance Cloud Service whether they're serving customers via phone, chat,

  or e-mail. Agents can then include guides (which can be triggered by workspace rules) and related answers in chat and e-mail responses. With Oracle RightNow Customer Portal Cloud Service, it's easy for agents to find the most appropriate

  guide.

• Question 35:

  Select the six actions that initiate the business rules engine to run its configured logic.

  A. A customer asks a question on the end user portal.

  B. An agent edits contacts, incidents, organizations, or tasks.

  C. A customer updates their contact details via the end-user pages.

  D. An agent edits an opportunity.

  E. The rules engine is updated.

  F. A customer adds more information to their incident via the end-user pages

  G. An agent creates or edits an answer.

  H. An administrator compiles the rules engine.

  Correct Answer: ABCDFG

  Not E, not H: changes to the rules engine itself does not initiate the business rules engine.

• Question 36:

  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)

  Correct Answer: ABC

• Question 37:

  When using standard reports within the Analytics module there is a limit to what can be edited in each report.

  Select the two items that are editable on a standard report.

  A. Schedules

  B. Report Heading

  C. Non Selectable Filters

  D. Column Headings

  E. Graphs

  F. Permissions

  Correct Answer: AB

  Explanation: A: chooseEdit ReportDefinition

  In edit mode, on the Home tab, choose Scheduling.

  ?Choose Add Schedule, and then change the format to HTML Email (Images/Charts sent in email)

  ?Name the schedule, fill in your e-mail address, and set the recurrence to weekly.

  ?Save your report.

• Question 38:

  Yourcustomerhas askedthat all incidents be "scanned"for wordsthat may revolvearoundproductdefects andinjuresso that they canalerttheir risk management team of any possibleproduct issuesor liability. The customer accepts that 100%

  accuracyis not available, and acceptsthat they willbe false positivesand a margin for error.

  They have providedyou he followingwords to be "scanned":

  Mouth

  Jaw

  Cheek

  Jowl

  Chin

  Oral

  Palate

  The customer requiresthe following:

  Match whole wordsonly

  All validwordsmust be precededwith a space.

  All valid wordsmust be spelledcorrectly.

  All words must be directlyfollowed by a meta character in this list:

  , {comma}

  .{period}

  '{single quote}

  " {double quote}

  ; {semi colon}

  : {colon}

  {space}

  ! {exclamation point}

  ? {question mark}

  and {ampersand}

  You decide to use a regularexpressionto search for thesewords in all incoming emails.

  ^mouth [, | . |'|"|;|:||!|?|and]|\ jaw[|,|.|`|"|:|!|and]|\ cheek[, | ` | ; | : | | ! | ? | and]|\

  jowl [,|.|`|;||!|?|and] | \chin$[,|.|`|"|;||!|?|and] | \oral [ , | . | ` | " | : | | ? | and ] | \ pallate[,|.|`|"|:||!|? | and]| \

  Identify the three words that will be correctly matched to this regular expression.

  A. Mouth

  B. Jaw

  C. Cheek

  D. Jowl

  E. Chin

  F. Oral

  G. Palate

  Correct Answer: BCD

  Incorrect:

  Not A: mouth will not match ^mouth

  Not E: chin will not match chin$

  Not G: palate will not match pallate

• Question 39:

  When an incident is opened, your customer would like to have different workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page.

  When designing the workflow used to complete this requirement, which three elements are necessary?

  A. Entry Point

  B. Load

  C. Set Fields

  D. Decision

  E. Workspace

  Correct Answer: BDE

• Question 40:

  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.

  Correct Answer: CE

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