1Z0-465 Exam Training Practice Tests (Oracle RightNow CX Cloud Service 2012 Essentials)]

Question 1

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 different information.
What do you tell your client to configure?

A. Search for all answers with the address and update them. B. Create variable and update all answers to include it. C. Call support and have them run a search and replace on the database. D. Create a standard text to include the new addresses and update all the answers to include it.

Correct Answer: D

Question 2

Your customer has asked you to fulfill a list of requirements for their incident workspace.
The customer has explained that the following constraints will be place.
-All incidents received will via a web from that your customer manages which is automatically forwarded to the Oracle Rightnow CX Service mail server. -All incident data will be formatted exactly in the same manner in each email using the following
format: -Last Name -First Name -Product -Serial Number -Question
Requirements:
-Create a tab with "Risk Management" data consisting of custom fields and custom object data, and hide it from all standard agents. -If the serial number is greater than 500000 set the value of the custom field "Risk Management"
Yes. -Capture the "Product" field from the email and populate the product in the incidents.prod_id field. -Capture the Last and First names from the email and populate the product contact.last_name
and contacts.first_name fields. -Create tabs for each product linking to the product information page on your customer's web site. -Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.
They have asked that no customization be part of the new workspace.
Identify the three requirements that are met using standard product features within the workspace.

A. Create tabs for each product linking to the product information page on the customer's web site. B. Capture the "Product" field from the email and populate the product in the incidents.prod_id field. C. Once the product has been set in the workspace open up the applicable tab automatically for the agent to view. D. Create a tab with "Risk management" data consisting of custom fields and custom object data, and hide it from all standard agents. E. If the serial number is greater than 500000 set the value of the custom field "Risk management" = Yes F. Capture the Last and First names from the email and populate the product in the contact.last_name and contacts.first_name fields.

Correct Answer: B,C,F

Question 3

Your customer wants agents to automatically receive an incident private note that explains how to handle specific responses from customers.
These incidents would be identified by specific terms in the subject line.
Select three steps needed to accomplish this.

A. Use an Incident Business Rule to append standard text to Customer Thread. B. Create Standard Text with instructions. C. Add the Standard Text as Private Note to Thread in the workspace rule. D. Add a workspace rule that checks for identified terms in the subject line. E. Use an Incident Business Rule to append standard text to the uncommitted response buffer.

Correct Answer: B,C,D

Question 4

Your customer is going to have three brand-related incident queues.
They need to do an order routing of incidents created through an email channel to different queues.
Identify the correct options to configure your routing rules for initial routing.

A. Create a rule to route to each brand queue from the corresponding service mailbox in the "initial" state. B. Create a rule where if a subject contains the brand name, it should be routed to a brand queue. C. Create a rule where the sender's domain = a branch, route the incident to the matching brand. D. Create a rule to route to each brand queue from the corresponding service mailbox in the "progress" state.

Correct Answer: A

Question 5

Your customer has two different types of end customers that will be visiting their knowledgebase website.
The types are "public customers" and "registered customers".
They would like to present additional knowledgebase answers to the registered customers.
Choose the two statements required to set up this type of environment.

A. Set up an access level without customer visibility and assign it to all the customer answers. B. Create special Products and Categories for the registered customer answers. C. Ensure registered customers in to the knowledgebase website and are assigned a service level with the access level to their account. D. Set up an access level without customer visibility and assign it to the registered customer answers. E. Create a special public answer status for the registered customer answers.

Correct Answer: B,C

Question 6

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

A. 4 B. 2 C. 5 D. 3 E. 6

Correct Answer: E

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Question 7

Which three expressions use proper syntax?

A. Avg(incidents.c&times_opened) B. If(incidents.assign_group_id = 100460, 'With Support', 'Not with Suport') C. Date_diff(incidents.closed, incidents.created) D. Sum(if(incidents.status_id < > 2, 1, 0)) E. If (incidents.assgn_acct_id IS NULL, 'Not Assigned', 0)

Correct Answer: B,C,E

Question 8

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 "Field" tag with the "name" attribute. B. Use the "FormInputCustom" widget. C. Use the "FormInput" widget. D. Use the "Conditional" tag with an "sla" attribute. E. Use the "FormSubmit" widget.

Correct Answer: A,D

Oracle RightNow CX Cloud Service 2012 Essentials - 1Z0-465 Exam Practice Test