Oracle Oracle Certifications 1Z0-465 Questions & Answers

• Question 41:

  Your customerhas team leads who are responsible for creatingbusiness rules and managingstaff accounts.However, they should not beallowed to create or modify any profiles.

  Which two options should be used to configure the Navigation Set for these team leads?

  A. Keep the default Configuration items in the Configuration pane and let the profile handle this.

  B. Create a navigation set that only has "Rules" and all "Staff Management" items in the configuration pane.

  C. Add the Configuration item of Rules, and Staff Account by Group report into Home Tab and remove the default Configuration pane.

  D. Add the Configuration items of Workspace/Workflows, Rules, and Staff Account by Group Report into the Home Tab and remove default Configuration pane.

  Correct Answer: AB

  Note:

  *The configuration tasks required when starting to use RightNow CX are:

  1.Create Navigation Set

  2.Create Workspace (optional)

  3.Create Profile (associate Navigation Set and Workspace with the Profile) 4.Create Staff Account (associate Profile with the Staff Account)

• Question 42:

  A client would like to edit a contact record and in addition add warranty Information.

  Select the implementation steps required using the Custom object design below.

  

  A. Insert the Warranties fields into the Contact workspace.

  B. Insert the Warranties control into a tab in the Contact workspace.

  C. Use the Warranties workspace and add the Contact control.

  D. Insert a report control and assign a Warranties report into a tab in the Contact workspace

  Correct Answer: A

• Question 43:

  Your customerhas asked you to createareport thatshowsallincidents opened within the past month.

  Thereportshould show the following columns:

  Numberofincidents opened inthepast month Numberofincidents opened in the pastweek Numberofincidents openedin the pastday

  Which two functions are needed in the expressions to create the three columns?

  A. NVL

  B. AVG

  C. IF

  D. DECODE

  E. SUM

  Correct Answer: CE

  Incorrect:

  Not A:In Oracle/PLSQL, the NVL function lets you substitute a value when a null value is encountered.

  Not D:DECODEcomparesexprto eachsearchvalue one by one. Ifexpris equal to asearch, then Oracle Database returns the correspondingresult. If no match is found, then Oracle returnsdefault. Ifdefaultis omitted, then Oracle returns null.

• Question 44:

  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

  Correct Answer: A

• Question 45:

  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.

  Correct Answer: ABE

• Question 46:

  Your customer wouldlike you toalter the createaccount page.

  

  They would like you to changethe followingItems:

  Custom fields: (display only these two fields) Contacts.free_trial (Not Required) Contacts.contact_okay (Not required)

  Standard fields: Contact.email_alt1(Required) Contacts.email_alt2(Not required) Contacts.ph_mobile(Not required) Contacts.ph_home(Required) Name (Not required)

  Identify the option thatcorrectlyreflects the changesrequested by the customer.

  

  A. Option A

  B. Option B

  C. Option C

  D. Option D

  Correct Answer: C

  Explanation: contacts.email_alt1 OK.

  contacts.email_alt2 OK.

  Contacts.contact_okay OK.

  Etc.

  Incorrect:

  Not A:Contacts.contact_okaynot specified.

  Not B:contacts.email_alt1, contacts.email_alt2 not specified.

  Not D:Contacts.contact_okaynot specified.

• Question 47:

  Which are two true statements about chat surveys?

  A. You can create a chat rule to email a transactional survey to the customer at the end of a chat.

  B. Sending a link to a survey can only be done by the agent during or at the end of chat.

  C. You can create a chat rule to pop up a transactional survey at the end of a chat.

  D. When displaying a link to a chat survey, customer information cannot be linked back to the chat.

  Correct Answer: AC

  Note: *Chat Surveys Oracle RightNow Chat Cloud Service facilitates real-time chat sessions between your agents and customers visiting your Website. Completion of a chat session is a prime time to gather feedback measuring the effectiveness of the chat channel and to gain deeper insight into your online customer experience. Configurable chat business rules enable you to present customers with a Website link survey when the chat session is complete or when the chat is canceled(C). A transactional survey may also be e-mailed to the customer after the chat is completed instead of "popping" the survey to the screen.(A)

  *As part of the Oracle RightNow CX Cloud Service solution, there are at least 11 different ways to listen to your customers: transactional surveys, broadcast surveys, Website link surveys, chat surveys, voice surveys, surveys by proxy, answer feedback, site feedback, social monitor, support community, innovation community, and periodic review of incidents.

• Question 48:

  How many levels can Products, Categories, and Dispositions have in each hierarchy?

  A. 2

  B. 3

  C. 4

  D. 5

  E. 6

  Correct Answer: E

  Explanation: Products and categories organize data in the same ways, and you can choose to use either or both when you configure RightNow Service. If you use both, incidents and answers can be organized into specific classifications, and customers can search for answers using product and category filters. You can create up to 6 levels each of products and categories and specify the number of levels agents must enter when working with incidents.

• Question 49:

  You are creating several new standard bead entries and want to use variables in your standard text.

  What is the difference between "Variable" and "$"?

  A. Variable pulls in a dynamic value from the database and $ is a fixed variable.

  B. Variable pulls in a dynamic value from the database and $ allows the agent to enter a value.

  C. Variable is a fixed value and $ pulls in a dynamic value from the database.

  D. $ pulls in a dynamic value from the database and Variable allows the agent to enter a value.

  E. $ allows the agent to enter a value and Variable is a fixed value.

  Correct Answer: A

• Question 50:

  Your customer has previously allowed their end customers to be able to submit incidents only via an email mailbox into Outlook.

  Now that they are developing Oracle RightNow CX Cloud Services and a Customer portal, they still need to allow emails to be submitted and have an incident created.

  What two items must be enabled to meet this requirement?

  A. EGW_ENABLED

  B. EGW_AUTO_CONT_CREATE

  C. EGW_UPDATE_BY_CREATE

  D. EGW_SAVE_EMAIL_HEADERS

  E. EGW_SECURE_UPDATE_ENABLED

  Correct Answer: AB

  Explanation: A:As long as you have EGW_ENABLED set to Yes then incidents should be updated when the customer replies to the email.

  B: Note:

  * If a customer has emailed in regarding a problem and you have EGW_AUTO_CONT_CREATE set to NO then the customer can't create an incident without first creating an account. Equally, with MYSEC_AUTO_CUST_CREATE the customer will need to have created an account before using 'Ask a Question'.

  Interestingly if a customer emails in and EGW_AUTO_CONT_CREATE is set to YES then they will get a random password!