Oracle Oracle Certifications 1Z0-465 Questions & Answers

• Question 51:

  You have created variables for your customer address to be used throughout their system

  What three pieces of functionality will allow the use of these variables?

  A. Answers

  B. Incidents

  C. Incident Rules

  D. Standard text

  E. Workflow

  F. Agent Scripting

  Correct Answer: ACF

  Explanation: A: You can usevariables when authoring answers

  C:A variable is a piece of data with a value that can change during rules processing. You define what its default, or starting, value should be. Then, based on conditions you specify, the variable can be modified by rule actions. You can also use the value of a variable as a condition of a rule. The value of the variable is temporary, existing only during the particular rules processing session. When rules processing is started the next time, the variable's value is reset to the default value.

• Question 52:

  Your customerhas requested a workflow with the following requirements:

  All workflows have a return event thatallows users to exit the workflow Every return eventleads to a wrap up script thatis positionedjust before theincident workspace Every exit takes the agent to theincidentworkspace Thereisa"return to script" button on the workspace to take the agent to a workspacelisting all availablescripts.

  Identify the requirement that could not be met.

  A. The workflow must take the agent to an incident workspace to finish their work.

  B. The workflow must allow the agent to restart the workflow from the ending Initial workspace.

  C. There must be a single script that all agents see to finish their conversation with the end customer.

  D. The agent can exit any script in the workflow, go to the workspace, and return to the script page that they originally left from.

  Correct Answer: D

  Note: *Oracle RightNow Desktop Workflow Cloud Service helps agents switch context during interactions. WithOracle RightNow Desktop Workflow Cloud Service, you design workflows that span the ful interaction from start to finish. These interaction flows can present the agent with a sequence of workspaces and scripts dynamically as the context of the interaction evolves. As your workspaces become more tailored to specialized contexts, Oracle RightNow Desktop Workflow Cloud Service becomes an essential means of switching between workspaces

• Question 53:

  What is the maximum number of special characters that can be required in a password in addition to having lower and uppercase letters, two numbers, and a maximum character length of 10.

  A. 5

  B. 3

  C. 6

  D. 1

  E. 8

  Correct Answer: C

  Explanation: One lower case later, one uppercase letter, two numbers. All the remaining characters can be required to be special characters.

  Note: *

  

  http://blog.evergegroup.com/wp-content/uploads/2013/03/RightNow-Config-2.jpg

• Question 54:

  Your client has VIP customers (all of which have a custom contact field of VIP to `Yes'). They want to offer these customers a higher priority service on Chat.

  You intend to do thiswith aVIP queue.

  Which three steps do you also need to perform?

  A. Create chat rules so that contacts with the VIP field set to `Yes' are quoted to the VIP queue.

  B. Add the VIP queue to the profile of the agents that are taking chats.

  C. Set the Pull Policy to manual.

  D. Move the VIP queue to the top of the top queue list.

  E. Create incident rules so that contacts with the VIP field set to `Yes' are routed to the VIP queue.

  F. Create a rule to set an SLA.

  Correct Answer: ABD

  Incorrect:

  NotE:incident rules

  Incident Rules are triggered when incidents are created or updated. You can use incident rules to notify staff when incidents are received, to automate an escalation, or to present end-users with SmartAssistant suggested solutions.

  Not F: Setting a Service Level Agreement is not required here.

• Question 55:

  Your customer has asked you to enable their system and agents to capture an order number.

  The order number field is a nine-digit alphanumeric field.

  They would also like their end customers to enter their own order number when asking a question on the customer portal pages.

  Identify three steps to establish the field.

  A. Create a custom fieldforAnswer.

  B. Select the Interface Visibility End User ?Read/Write check box.

  C. Select the Interface Visibility Marketing and Feedback to web form check box.

  D. Create a custom field for Incident.

  E. Set the data type for a custom field to Text Field.

  F. Set the data type for a custom field to Menu.

  Correct Answer: ABE

  E (not F): Text field not Menu.

• Question 56:

  Which example requires the use of a one to many, parent child custom object application?

  A. Your customer wants to keep track of the end customer's Customer identification Number

  B. Your customer has stated that they want to report on end customers that have similar attributes.

  C. Your customer has stated that they want to track when end customers are contacted by sales associates.

  D. Your customer wants to keep track of all the cars the end customers drive.

  Correct Answer: D

  Explanation: One single customer may use many cars.

• Question 57:

  You customer has added a new interface and requests that you set up three navigation sets and associate them with three profiles.

  You log in with your original credentials and add the navigation sets.

  When you edit the profile and select the dropdown for the new navigation set you don't see the navigation sets you just added.

  Why can't you see the navigation set that should be displayed?

  A. The profile doesn't have permission to the new interface.

  B. You forgot to set the permission in the navigation set for the new interface.

  C. The interface was not installed correctly.

  D. You added the navigation set in the wrong interface.

  Correct Answer: A

  Note:

  *Navigation sets and custom workspaces are associated with profiles. A Profile has to have a Default Navigation Set.

  *The following items must be created before adding profiles.

  Navigation sets. Profiles without navigation sets do not allow access to reports and other components

  Custom workspaces (optional). If you use custom workspaces, we recommend creating them before creating profiles so you can assign workspaces to specific profiles.

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

  Create Navigation Set

  Create Workspace (optional)

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

• Question 58:

  Your customer is a printing company and every knowledgebase article contains the word "print.

  Which configuration will enable end customer searches to return a single knowledge article result when searching with "print"?

  A. Add "print" using the stop word editor and add "print" to only one knowledgebase article keyword

  B. Add "print" using the Stop word editor and add "print" to the alias file.

  C. Add "print" to only one knowledgebase article keyword and add "print" to a search priority word and assign multiple answers.

  D. Add "print" using the stop word editor and add "print" to a search priority word and assign one answer.

  Correct Answer: D

  Explanation: Search Priority Words editor. This feature of Oracle RightNow Knowledge Cloud Service used to be known as the Topic Words editor in versions released before May2010. This feature (see Figure below) is used to manually

  show an answer at the top of all search results when a certain search term is entered. Entering a search priority word is helpful when you are confident that you know exactly which answer a customer wants to read when that person enters a

  particular search term.

  Widely using the Search Priority Words editor is not recommended; instead, use it sparingly for special situations, such as when you have an umbrella answer.

  

• Question 59:

  Yourcustomer wantsto implementa new businessprocess. Theyhavegiven you these requirements:

  All contactswhen createdwill havethe contacts.c$free_trial customfieldset to NO(default in novalue).

  All contacts willbeadded to organization= "Temp".

  All contactswith contacts.c$free_trial = "Yes" willhave anopportunitycreatedthat isassignedto "agent 1",with a status ="Lead"and territory = EMA璘nited Kingdom.

  Identify the three minimum rule types to be configured to meet the requirement.

  A. Chat Rules

  B. Contact Rules

  C. Incident Rule

  D. Opportunity Rules

  E. Organization Rules

  F. Survey Rules

  G. Task Rules

  Correct Answer: BDE

  Explanation: B:Contact Rules Contact Rules are triggered when contact records are created or updated. For example, you can use contact rules to automatically apply service level agreements (SLAs)or to set fields based on how the record is created or updated

  D:Opportunity Rules Opportunity rules are triggered when a sales opportunity is created or updated. You can use opportunity rules to notify managers when a sales opportunity reaches a certain status in your sales cycle

  E:Organization Rules Organization Rules are triggered when organization records are created or updated. For example, you can use Organization Rules to notify support staff or accounts receivable when an organization record is created or updated

• Question 60:

  Which three actions must be performed in order to configure cloud Monitor?

  A. Add or update navigation sets to include the Cloud Monitor navigation button and component

  B. Add or update profiles to include-Cloud Monitor permissions.

  C. Add or update profiles to include permission to add themes and Clustering.

  D. Add or update staff accounts to use profiles that include Cloud Monitor permissions.

  E. Add or update a list of favorites.

  F. Set up a Cloud Monitor search schedule.

  Correct Answer: ABD

  Explanation: /Before you can monitor the social cloud to search for information related to your organization, you need to configure your application to provide access to the RightNow Cloud Monitor.

  To provide access to the RightNow Cloud Monitor it is necessary to:

  *

  (A)Add cloud monitor to Navigation Sets

  *

  (B)Add cloud monitor permission to Profiles