Oracle Oracle Certifications 1Z0-465 Questions & Answers

• Question 71:

  A customer wants to change the following text on the receipt and asksubmitpage:

  "Thanks for submitting your question. Use this reference number for the follow up:

  #120728-000001

  A member of your support team will get back to you soon.

  If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it."

  Which two actions will allow you to identify the correct message base item if you do not know which message base you need to edit?

  A. Run a message base report and search for the text string you want to change.

  B. Identify the customer portal page that includes the text you want to change and identify the message base from within the code.

  C. Look for the message in the receipt email body.

  D. Submit an incident to customer care.

  Correct Answer: AB

• Question 72:

  Your customer has a complex workspace that has 60 + tabs, 100 + data fields and over 200 + rules that are fired based on agent actions for their different business functions.

  Your customer has told you that their workspace is painfully slow and the call center agents cannot do their work.

  The customer would like to keep using a single profile for all their agents to simplify administration.

  You have condensed many of the rules in the workspace into named events to try and speed things up, but on the call center agents' workstations its still just too slow.

  Which three options will speed up the agents' workspace?

  A. Reduce the number of tabs that need to be rendered

  B. Utilize workflow to split the workspace into more than one

  C. Reduce the number of data fields on the workspace

  D. Utilize a single workspace per business function and assign it to the profile

  E. Create workspace rules to hide unused tabs when the workspace loads.

  Correct Answer: ACE

  Explanation: *In many cases, a workspace contains many fields or controls that are applicable only in certain scenarios. Set the default state (visibility, required setting, and read-only setting) to match the most-common cases, and then use rules to handle the uncommon cases by dynamically showing/hiding/changing required or read-only settings. When using rules to show or hide multiple fields/controls, try to group these items onto tabs or panels and hide/show just that tab or panel. By following these best practices, you will make your rules easier to maintain and you will minimize workspace flickering that can happen when you first show and then hide fields and controls.

  *Oracle RightNow Contextual Workspaces Cloud Service is a very powerful add-in option that gives you the ability to tailor your workspaces to meet complex enterprise business needs. It can also make your agents more productive, by providing them with what they need, when they need it. For example, you can show only the information and fields that are relevant, based on ?What type of interaction it is ?Who the customer is ?Who the agent is ?What is happening during the interaction

• Question 73:

  Identify the three options available on the deployment screen in customer portal.

  A. Rollback

  B. Stage

  C. Develop

  D. Production

  E. Promote

  Correct Answer: ABE

• Question 74:

  Yourcustomerwould likeyou to createa workflowfollowing these requirements:

  Requirement 1:The workflowwill allow the agentto switch between workspacesby clickingthe "Select Workspace"button.

  Requirement2:The agent can launch thescriptboth within theworkspace as well asby leaving theworkspacewhile stillinside the workflow.

  Requirement 3:The workflowmust captureall phone data providedto the agent in their desktopsoftphoneapplication.

  DSN

  ANI Language Exit reason Transfer From Transfer Notes

  Requirement 4:If a contact record exists,the workflowmust loadthe contactfound asthe contact for the incident. Requirement 5:If a contact recordis not found, the contact will be createdwith all the data captured from softphone. Your customer is not willingto purchase or deploycustomobjects to manageany data coming from their CTI integration.

  Identify which three requirements can be accomplished through the use of standard workflow/workspace functionality.

  A. Requirement 1

  B. Requirement 2

  C. Requirement 3

  D. Requirement 4

  E. Requirement 5

  Correct Answer: ABD

  Note:

  *A desktop workflow is a sequence of workspaces, scripts, decisions, and actions ?even other embedded workflows ?that supports a business process. Using an intuitive design interface, you define a workflow by assembling a set of

  elements into a logical order to form a flow diagram, then adding decision logic to advance the flow.

• Question 75:

  Your customer has asked that all of the knowledge base answers be updated with new address and contact details.

  There are about 500 answers existing to date and your client informs that they will be moving again at the end of the year and do not have the man power to keep this up to date on an ongoing basis. Your client has three interfaces for each of their lines business that will all have differentinformation.

  What do you tell your client to configure?

  A. Search for all answers with the address and update them.

  B. Call support and have them run a search and replace on the database.

  C. Create variable and update all answers to include it.

  D. Create a standard text to include the new addresses and update all the answers to include it.

  Correct Answer: D

• Question 76:

  Your customer wants you to separate their contact records by development.

  You determine that to enable this functionality, you need to implement a new custom field, and that the field will need to be available to agents to enter and maintain the values.

  Select the four steps to accomplish this.

  A. Create a "department" custom field in the incident table.

  B. Set the custom field data type to Text Field.

  C. Create a navigation set that includes the "department" custom field.

  D. Update the Context Workspace with the new "department" custom field.

  E. Create a "department" custom Field in the contact table.

  F. Add a name and a column name for the new custom field.

  Correct Answer: ABDF

  Note:

  *Custom Fields

  Custom Fields are created in the knowledge base to allow the collection of business- specific information, to best meet the organization's needs.

  After being created, custom fields can be added to workspaces(D)and scripts, be used as search filters in reports, or as audience filters in RightNow Marketing and RightNow Feedback.

  When creating a custom field, Admins can specify whether it is visible and editable on the Agent Desktop and, for some custom fields, visible and available to gather details on the Customer Portal.

  Admins can also specify a data type for the field, choose whether the field is required or not, and set a default value.

  Text field data types allow you to create an input mask to require that information entered in the field matches a defined format.

  When Admins add or edit custom fields, those modifications may be completed in real time or scheduled and performed in the background.

  *When adding custom fields, there are several visibility options. The visibility options define where and how custom fields are presented on the Agent Desktop and the Customer Portal. For example, you can make a contact custom field

  visible to staff members when adding an incident, but restrict their ability to edit it.

  Custom fields with end-user visibility are displayed on the Customer Portal. If you display a custom field that is not editable by customers, it does not appear on the Ask a Question page. There are other ways to determine visibility on the

  Customer Portal, such as widgets and page code.

  Answer, incident, contact, opportunity, organization, sales quotes, and tasks custom fields must also be added to the appropriate record's workspace.

• Question 77:

  You have created an add-in that utilizes the SOAP API, and uploaded it to the agent desktop and the incident workspace so that agents can access your custom product registration table.

  The agents are getting an error when trying to use the add-in.

  Which three permissions are required for an Agent to use an add-in an incident workspace?

  A. Object Designer

  B. Custom Object Read

  C. Account Authentication

  D. Session Authentication

  E. Custom Object Create

  Correct Answer: ACE

  Explanation: C(not D):We have two types of authentication modes for Connect Web Services for SOAP. The original mechanism was simple Account username and password. A new mechanism (available since Aug 2011 release) is to support Add-Ins where the logged-in Account's session can be used to authenticate. As noted the session-based authentication only works within the Add-In framework.

• Question 78:

  You are updating the "Salesman" profile in a site where a new custom object has been created called CO.Salesman.

  Your customer has requested their salesman to update record in this custom object.

  What two settings in the "Salesmen" profile have to be updated to allow them access?

  A. Contacts Tab: Select the Edit check box for Sales.

  B. Custom Objects Tab: select the Read check box for package Name "CO" and object Name "Salesman".

  C. Service Tab: select the Add/Edit check box for incidents.

  D. Custom Objects Tab: select the update check box for package Name "CO" and object name "Salesmen"

  E. Add a workspace for the Salesmen custom object.

  F. Sales Tab: select the Edit check box opportunities.

  G. Update the workspace for Opportunities.

  Correct Answer: DE

• Question 79:

  Your customerhas asked you to configure profilesforan Oracle RightNowCXCloud Service Engineimplementation.

  Your customer's requirements:

  There will be two queues.

  Allincidents will be pulled by the agents.

  Delivery is based on theduedate assigned to the incident.

  No agent will be allowed to work on more than five incidents at a time.

  Select two configurations needed to accomplish this.

  A. Set Pull Policy to Strict priority

  B. Set Pull Policy to First Due

  C. Set Pull Policy to Manual

  D. Set Pull Quantity to 5

  E. Set Inbox Limit to 5

  F. Set Pull Quantity to 2

  G. Set Inbox Limit to 2

  Correct Answer: CD

  Explanation: C: from scenario:Allincidents will be pulled by the agents.

  D: from scenario:No agent will be allowed to work on more than five incidents at a time.

• Question 80:

  Your customer wants to measure agent performance based on feedback from their end customers.

  If you end customer provides negative feedback, their incident needs to be reopened automatically.Identify three tasks to fulfill these requirements.

  A. Create a broadcast survey.

  B. Schedule a survey to run on a daily basis.

  C. Set an incident business rule to send the survey when an incident is closed.

  D. Create a new queue for unhappy customers.

  E. Create a transactional survey.

  F. Create a report of survey responses.

  G. Assign score to the survey questions and set the status field based on the values of the responses.

  Correct Answer: CEG