Your customer has a single Service level Agreement and applies the service Level Agreement called Reseller when a contact is a reseller of their services.
These end customers often have their own ticketing system, and in order to capture the reseller's ticket number, the customer has requested that their Ask page be upgraded to include an External Ticket Number custom field only when the logged in contact has a Service level Agreement that only a reseller would have.
Which two widgets or tags are used to complete your customer's request?
A. Use the "Conditional" tag with an "sla" attribute.
B. Use the "FormInput" widget.
C. Use the "FormInputCustom" widget.
D. Use the "FormSubmit" widget.
E. Use the "Field" tag with the "name" attribute.
Your customer's agent is using the Co-Browse feature with an end customer who is using a Mac.
The Co-Browse is displaying an error and will not work. What action must the agent take to allow Co-Browse to work on Mac OS?
A. Nothing, Co Browse is not supported for a Mac OS.
B. Instruct the end customer to enable Java on their Mac.
C. Have the customer clear their browser cache and try again.
D. Have the customer use the IE browser.
Your customer supports three different brands and needs to be able to send and receive emails using differently branded email.
The end customers may not know that the three brands are supported by the same company or that the Oracle RightNow CX Cloud Service is being used.
Identify the three configurations that must be made to enable this requirement.
A. Use SMTP Forwarding from your customer's mail server to the default service mailbox.
B. Create three service mailboxes on the console, and use SMTP forwarding from your customer's mail server.
C. Use the Friendly From/Branded Address.
D. Use the custhelp.com email address as the Reply To Address.
E. Use your customer's branded email address as the Reply To address.
Your customer has asked you to create a report that will need to be sent to the executive management.
None of the receipts of this report has access to the system, and the same monthly report should be delivered to all recipients.
The management team frequently changes and your customer does not want to alter the report schedule after configuration.
After creating the report what two additional steps need to be taken?
A. Create a schedule record for the report.
B. Send a notification to the execution team that the report is available.
C. Set the up staff accounts for the executive team.
D. Create and add the distribution list to the schedule.
E. Create a dashboard for the report.
F. Upgrade the permissions for the report to include the executive team.
In a Customer Portal design session, the customer explains to you that they have multiple brands, and that they have multiple websites to reflect these brands.
After reviewing the sites with the customer, you notice that each of the sites contain the same layout and content, but has different colors and branding, such as logos.
Which option allows for a consistent layout and dynamic branding?
A. Use a single theme across all Customer Portal pages, and implement templates dynamically.
B. Do not use a template, and implement themes dynamically.
C. Do not use a theme, and implement templates dynamically.
D. Use a single template across all Customer Portal pages, and implement themes dynamically.
Your customer wants to set a disposition and add specific standard text item automatically based on a given endpoint within guided Assistant path info the response thread.
What are the two steps required to complete this request?
A. Create a Named Event to fire each end point of the Guide.
B. Use an Incident Business rule to fire a named event and populate the standard text to the message thread.
C. Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
D. Use Agent Workflow to populate the disposition and populate the standard text based on the named event in the guide.
E. Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required on the incident workplace.
During requirements gathering, your customer determines that since they will be directing customers to support pages from their website, they would like the default Home page to be removed.
Which three of the available options are required to complete this requirement?
A. Delete the home.php file from the customerportal site.
B. Update the config verb CP_Login_URL
C. Remove the "Home page" navigation option from the template file.
D. Update the config verb CP_HOME_URL.
E. Upgrade the site.css file to remove references to the Home page.
Requirements:
Create a tab with "Risk Management"data consistingof customfields and customobject data,and hide it from allstandard agents.
If the serial number is greater than500000 set thevalue of the custom field"Risk Management" Yes.
Capture the "Product"field from the email and populatethe productin the incidents.prod_id field.
Capture the Last andFirst names from the emailand populate the productcontact.last_name and contacts.first_name fields.
Create tabs for eachproduct linkingto the product informationpage on yourcustomer'sweb site.
Once the product has been setin the workspaceopen up the applicable tabautomaticallyfor the agent to view.
They have askedthat no customizationbe partof the new workspace.
Identify the three requirements that are met using standard product features within the workspace.
A. Create a tab with "Risk management" data consisting of custom fields and custom object data, and hide it from all standard agents.
B. If the serial number is greater than 500000 set the value of the custom field "Risk management" = Yes
C. Capture the "Product" field from the email and populate the product in the incidents.prod_id field.
D. Capture the Last and First names from the email and populate the product in the contact.last_name and contacts.first_name fields.
E. Create tabs for each product linking to the product information page on the customer's web site.
F. Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.
Your customer runs a 24/7 call center and has a policy starting that incidents that agent's solved by the end of an agent's shift should be moved out of that agent's inbox to be worked by another active agent.
Which two actions will accomplish this?
A. The agent does a multi-edit update for all incidents in their inbox and changes the assigned field to full.
B. The agent reassigns each incident to another agent before they log off.
C. Add a business rule that when an agent logs out, the Assigned field should be set to null for any unresolved incidents for that agent.
D. Create a workspace rule that sets the Assigned field to null when an agent logs out.
Your customer has performed a search on the knowledgebase and has stated that they are gettingstrange results. Every time they search for the word "widget" the correct answer appears as the 10th answer on the search results and not at the top of the first page.
How can you increase the value of the word "widget" In the knowledgebase search results?
A. Assign all products and categories to the knowledgebase answer.
B. Set the display position to "Fix at top."
C. Set the display position to "Place at top."
D. Add the search term to the keyword field of the knowledgebase answer.
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