1Z0-465 | The Renovate Guide To 1Z0-465 dumps
Q1. Your customer has linked products and dispositions together on their site. On the agent’s incident workspace the list of dispositions is not being filtered.
Select the two actions that will assist in troubleshooting this issue.
A. Your customer's agents must log out and log back in.
B. The Auto Build product disposition links is not selected.
C. The incident workspace does not have a filter workspace rule assigned.
D. The enable product disposition linking is not selected.
E. The client has not refreshed the incident in the incident workspace.
Answer: C,E
Explanation: C: You can use workspace rules to filter out unwanted dispositions.
Q2. 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.
Answer: A,E
Q3. How many levels can Products, Categories, and Dispositions have in each hierarchy?
A. 2
B. 3
C. 4
D. 5
E. 6
Answer: E
Explanation: Products and categories organize data in the same ways, and you can choose to use either or both when you configure RightNow Service. If you use both, incidents and answers can be organized into specific classifications, and customers can search for answers using product and category filters. You can create up to 6 levels each of products and categories and specify the number of levels agents must enter when working with incidents.
Q4. 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.
Answer: D
Explanation: One single customer may use many cars.
Q5. 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.
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 May 2010. 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.
Q6. Incident #120703-002539 was submitted on Tuesday, July 3, 2012 at 1:00 pm.
At what time the initial Response Due (incidents.rel_due) field be stamped using the response requirements shown?
A. Tuesday, July 3, 2012 at 9:00 pm
B. Wednesday, July 4, 2012 at 12:00 pm
C. Thursday, July 5, 2012 at 12:00 pm
D. Thursday, July 5, 2012 at 1:00 pm
E. Saturday, July 7, 2012 at 12:00 pm
Answer: C
Explanation: * From the exhibit we see that the response time is 480 minutes (6 hours).
* From the exhibit we see that the resolution time is 1440 minutes (24 hours).
* incidents.rel_due is the result of the calculation that RN makes to tell you when an Incident is due for a response.
* The best thing to do in this instance is adjust the response requirements and SLA level to suit. In the SLA edit function, you can tell the system the working hours that are used, i.e. Monday to Friday, 0900 - 1700. Also under the SLA edit, in Response Requirements you'll see Response and Resolution Time. Set these to the working number of minutes. So, for example. If you did do 9-5 during a working day, you're going to want to set this to 8x60x5
(2400)..Also, do the same in the Response Requirements edit (above the Service Level Agreements in the Configuration tab).You'll find both of these functions under Service in the Configuration tab.What this will do is tell the system to start counting, but only during working hours. So, if an incident comes in outside of your working hours, say 11pm, it won't start the clock until 0900 the following morning.
Q7. A customer wants to change the following text on the receipt and ask submit page:
“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.
Answer: A,B
Q8. Your customer is using standard statuses, status types, and the standard agent "My Inbox" report.
Which two incident status types will show up in the agent’s “My Inbox” report?
A. Solved
B. Unresolved
C. Waiting
D. Updated
Answer: B,D
Explanation: See figure below.
Figure: My Inbox Report
Note:
* Inbox—An agent’s personal queue consisting of all the incidents that have been assigned to the agent.
* Incidents can have one of the four default incident statuses, or they may have a custom status
defined by your RightNow administrator. The default statuses are Unresolved, Solved, Updated, and Waiting.
* Info: Click this button to see details about the incident, including when it was created and last updated, the date when the initial response was due, the date of the initial response, the date of the last response, the closed date, the staff member who created it, and the incident ID. If the incident is in a rules state or has an escalation level, that information also appears.
Q9. 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?
A. Keep the default Configuration items in the Configuration pane and let the profile handle this.
B. Create a navigation set that only has "Rules" and all "Staff Management" items in the configuration pane.
C. Add the Configuration item of Rules, and Staff Account by Group report into Home Tab and remove the default Configuration pane.
D. Add the Configuration items of Workspace/Workflows, Rules, and Staff Account by Group Report into the Home Tab and remove default Configuration pane.
Answer: A,B
Explanation:
Note:
* The configuration tasks required when starting to use RightNow CX are:
1. Create Navigation Set
2. Create Workspace (optional)
3. Create Profile (associate Navigation Set and Workspace with the Profile)
4. Create Staff Account (associate Profile with the Staff Account)
Q10. 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
Answer: A,C,E
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.