1z0-465 2/4

Question 1 of 20

1

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

Select one or more of the following:

Add or update navigation sets to include the Cloud Monitor navigation button and component
Add or update profiles to include-Cloud Monitor permissions.
Add or update profiles to include permission to add themes and Clustering.
Add or update staff accounts to use profiles that include Cloud Monitor permissions.
Add or update a list of favorites.
Set up a Cloud Monitor search schedule.

Explanation

Question 2 of 20

1

Your customer wants to implement a new business process. They have given you these requirements:
- All contacts when created will have the contacts.c$free_trial custom field set to NO (default in no value).
- All contacts will be added to organization = “Temp”.
- All contacts with contacts.c$free_trial = “Yes” will have an opportunity created that is assigned to “agent 1”, with a status = “Lead” and territory = EMA – United Kingdom.
Identify the three minimum rule types to be configured to meet the requirement.

Select one or more of the following:

Chat Rules
Contact Rules
Incident Rules
Opportunity Rules
Organization Rules
Survey Rules
Task Rules

Explanation

Question 3 of 20

1

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”?

Select one or more of the following:

Add “print” using the stop word editor and add “print” to only one knowledgebase article keyword
Add "print" using the Stop word editor and add "print" to the alias file.
Add "print" to only one knowledgebase article keyword and add "print" to a search priority word and assign multiple answers
Add "print" using the stop word editor and add "print" to a search priority word and assign one answer.

Explanation

Question 4 of 20

1

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?

Select one or more of the following:

The profile doesn't have permission to the new interface.
You forgot to set the permission in the navigation set for the new interface.
The interface was not installed correctly.
You added the navigation set in the wrong interface.

Explanation

Question 5 of 20

1

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

Select one or more of the following:

Your customer wants to keep track of the end customer's Customer identification Number
Your customer has stated that they want to report on end customers that have similar attributes.
Your customer has stated that they want to track when end customers are contacted by sales associates.
Your customer wants to keep track of all the cars the end customers drive.

Explanation

Question 6 of 20

1

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.

Select one or more of the following:

Create a custom field for Answer.
Select the Interface Visibility End User – Read/Write check box.
Select the Interface Visibility Marketing & Feedback to web form check box.
Create a custom field for Incident.
Set the data type for a custom field to Text Field.
Set the data type for a custom field to Menu.

Explanation

Question 7 of 20

1

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 this with a VIP queue. Which three steps do you also need to perform?

Select one or more of the following:

Create chat rules so that contacts with the VIP field set to ‘Yes’ are quoted to the VIP queue.
Add the VIP queue to the profile of the agents that are taking chats.
Set the Pull Policy to manual.
Move the VIP queue to the top of the top queue list.
Create incident rules so that contacts with the VIP field set to ‘Yes’ are routed to the VIP queue.
Create a rule to set an SLA.

Explanation

Question 8 of 20

1

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.

Select one or more of the following:

5
3
6
1
8

Explanation

Question 9 of 20

1

Your customer has requested a workflow with the following requirements:
- All workflows have a return event that allows users to exit the workflow
- Every return event leads to a wrap up script that is positioned just before the incident workspace
- Every exit takes the agent to the incident workspace
- There is a "return to script" button on the workspace to take the agent to a workspace listing all available scripts.
Identify the requirement that could not be met.

Select one or more of the following:

The workflow must take the agent to an incident workspace to finish their work.
The workflow must allow the agent to restart the workflow from the ending Initial workspace.
There must be a single script that all agents see to finish their conversation with the end customer.
The agent can exit any script in the workflow, go to the workspace, and return to the script page that they originally left from.

Explanation

Question 10 of 20

1

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?

Select one or more of the following:

Answers
Incidents
Incident Rules
Standard Text
Workflow
Agent Scripting

Explanation

Question 11 of 20

1

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?

Select one or more of the following:

EGW_ENABLED
EGW_AUTO_CONT_CREATE
EGW_UPDATE_BY_CREATE
EGW_SAVE_EMAIL_HEADERS
EGW_SECURE_UPDATE_ENABLED

Explanation

Question 12 of 20

1

You are creating several new standard bead entries and want to use variables in your standard text. What is the difference between "Variable" and "$"?

Select one or more of the following:

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

Explanation

Question 13 of 20

1

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

Select one or more of the following:

2
3
4
5
6

Explanation

Question 14 of 20

1

Which are two true statements about chat surveys?

Select one or more of the following:

You can create a chat rule to email a transactional survey to the customer at the end of a chat.
Sending a link to a survey can only be done by the agent during or at the end of chat.
You can create a chat rule to pop up a transactional survey at the end of a chat.
When displaying a link to a chat survey, customer information cannot be linked back to the chat.

Explanation

Question 15 of 20

1

Your customer would like you to alter the create account page. They would like you to change the following Items:
- 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)

Select one or more of the following:

Explanation

Question 16 of 20

1

Your customer is editing a contact workspace that is the parent of a object customer. They do not see the child custom object information. Select the three areas to check to verify that the condition is correct.

Select one or more of the following:

The custom object was deployed.
The custom object has a relationship with the parent.
The profile has custom object permissions.
The custom object has an associated workspace.
The custom object has workspace permissions.

Explanation

Question 17 of 20

1

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?

Select one or more of the following:

Create incident queues and severities
Create incident statuses, queues, and severities
Create incident severities
Create incident statuses and queues

Explanation

Question 18 of 20

1

Your customer has asked you to create a report that shows all incidents opened within the past month. The report should show the following columns:
- Number of incidents opened in the past month
- Number of incidents opened in the past week
- Number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns?

Select one or more of the following:

NVL
AVG
IF
DECODE
SUM

Explanation

Question 19 of 20

1

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.

Select one or more of the following:

Insert the Warranties fields into the Contact workspace.
Insert the Warranties control into a tab in the Contact workspace
Use the Warranties workspace and add the Contact control.
Insert a report control and assign a Warranties report into a tab in the Contact workspace

Explanation

Question 20 of 20

1

Your customer has team leads who are responsible for creating business rules and managing staff accounts. However, they should not be allowed to create or modify any profiles. Which two options should be used to configure the Navigation Set for these team leads?

Select one or more of the following:

Keep the default Configuration items in the Configuration pane and let the profile handle this.
Create a navigation set that only has "Rules" and all "Staff Management" items in the configuration pane.
Add the Configuration item of Rules, and Staff Account by Group report into Home Tab and remove the default Configuration pane.
Add the Configuration items of Workspace/Workflows, Rules, and Staff Account by Group Report into the Home Tab and remove default Configuration pane.

	Created by Miguel Angel about 10 years ago

Preguntas de la 21 a la 40

1z0-465 2/4

Question 1 of 20

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

Select one or more of the following:

Explanation

Question 2 of 20

Select one or more of the following:

Explanation

Question 3 of 20

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”?

Select one or more of the following:

Explanation

Question 4 of 20

Select one or more of the following:

Explanation

Question 5 of 20

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

Select one or more of the following:

Explanation

Question 6 of 20

Select one or more of the following:

Explanation

Question 7 of 20

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 this with a VIP queue. Which three steps do you also need to perform?

Select one or more of the following:

Explanation

Question 8 of 20

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.

Select one or more of the following:

Explanation

Question 9 of 20

Select one or more of the following:

Explanation

Question 10 of 20

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?

Select one or more of the following:

Explanation

Question 11 of 20

Select one or more of the following:

Explanation

Question 12 of 20

You are creating several new standard bead entries and want to use variables in your standard text. What is the difference between "Variable" and "$"?

Select one or more of the following:

Explanation

Question 13 of 20

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

Select one or more of the following:

Explanation

Question 14 of 20

Which are two true statements about chat surveys?

Select one or more of the following:

Explanation

Question 15 of 20

Select one or more of the following:

Explanation

Question 16 of 20

Your customer is editing a contact workspace that is the parent of a object customer. They do not see the child custom object information. Select the three areas to check to verify that the condition is correct.

Select one or more of the following:

Explanation

Question 17 of 20

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?

Select one or more of the following:

Explanation

Question 18 of 20

Select one or more of the following:

Explanation

Question 19 of 20

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.

Select one or more of the following:

Explanation

Question 20 of 20

Your customer has team leads who are responsible for creating business rules and managing staff accounts. However, they should not be allowed to create or modify any profiles. Which two options should be used to configure the Navigation Set for these team leads?

Select one or more of the following:

Explanation