1Z0-465 | What Actual 1Z0-465 vce Is?
Q41. 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.
Answer: B
Q42. Identify the four guidelines that are relevant with regard to web accessibility.
A. Support increased text sizes.
B. Ensure color alone is not used to convey content.
C. Avoid background sound.
D. Ensure no underlined content exists.
E. Provide multiple methods for finding content.
F. Ensure all alternate text is unused.
Answer: A,B,C,E
Q43. Your customer would like you to alter the content and format of the emails that are sent to their end customers when response is sent.
Which three of your customer's requirements can be fulfilled through the use of interface configuration?
A. All emails sent must have the incident reference number at the beginning of the subject.
B. All emails sent must contain the response of the agent and not the customer's thread.
C. Incident messages shouldn't be sent.
D. Receipt messages shouldn’t be sent.
E. All emails sent must be in HTML format.
Answer: A,B,D
Q44. 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.
Answer: C,E,G
Q45. Your customer would like you to create a workflow following these requirements:
Requirement 1: The workflow will allow the agent to switch between workspaces by clicking the “Select Workspace” button.
Requirement 2: The agent can launch the script both within the workspace as well as by leaving the workspace while still inside the workflow.
Requirement 3: The workflow must capture all phone data provided to the agent in their desktop softphone application.
DSN
ANI
Language
Exit reason
Transfer From
Transfer Notes
Requirement 4: If a contact record exists, the workflow must load the contact found as the contact for the incident.
Requirement 5: If a contact record is not found, the contact will be created with all the data captured from softphone.
Your customer is not willing to purchase or deploy custom objects to manage any 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
Answer: A,B,D
Explanation:
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.
Q46. Within the password configuration settings what does the grace period control?
A. The number of days after an account is locked when the user can request an online reset of his password
B. The number of days a notice is sent to the user before his password expires
C. The number of days after a password expires that the user can still log in before the account is locked
D. The number of days before a manager is noticed of a locked account
Answer: C
Explanation: Grace period after expiration before account is locked.
Q47. Which two statements are true about the Oracle RightNow CX Cloud Service Application button?
A. Contains shortcuts for adding records and items to the knowledge base
B. Provides context-sensitive help
C. Provides quick access to any of the interfaces defined for your application
D. Can include shortcuts to commonly used reports
Answer: C,D
Q48. Your customer would like to run incident report with up to five years of data on incidents and activity for a given agent regardless of whether an agent has left the company.
Your customer is not sure what they need to do to keep from deleting data for agents that have left the company.
Identify which option would allow your customer to administer the staff accounts to enable the reporting abilities they require.
A. Disabled from Assignment
B. Disabled from Assignment and Report Filters
C. Permanently Disabled
D. Do not disable, but lock the staff account
E. Reassign the old incidents to another staff accounts called Former Employee
Answer: A