1Z0-465 | All About Free 1Z0-465 examcollection
Q31. 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.
A. Create a custom field for Answer.
B. Select the Interface Visibility End User – Read/Write check box.
C. Select the Interface Visibility Marketing & Feedback to web form check box.
D. Create a custom field for Incident.
E. Set the data type for a custom field to Text Field.
F. Set the data type for a custom field to Menu.
Answer: B,D,E
Q32. 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?
A. Create incident queues and severities
B. Create incident statuses, queues, and severities
C. Create incident severities
D. Create incident statuses and queues
Answer: A
Q33. Your customer has five active agents, one agent profile, three products, and three incident queues (queue1, queue2, and queue3).
Their incidents are directed to each queue based on their three products.
Each product is assigned a unique queue.
The priority of queue to be worked are queue 1, queue2, and queue3.
Identify which two items will solve this problem.
A. Change the full policy for the agent profile to manual and instruct at least one of the agents to pull queue3.
B. Change the pull policy for the agent profile to “”First Due.
C. Create an escalation rule for the agent profile to “First Due”.
D. Create a new agent profile that has a reverse queue order and assign at least one agent to the new profile.
Answer: B,D
Explanation: First due—Uses the incident due date to determine which incidents to retrieve, pulling incidents that are nearest to their due date first. Incidents are pulled from all the staff member’s available queues in the order of due date until the staff member’s pull quantity is met, the staff member’s inbox limit is met, or all queues are empty. Queue ranking does not affect the pull order.
Q34. Your customer supports three different brands and needs to be able to send and receive emails using differently branded email.
The end customers may not know that the three brands are supported by the same company or that the Oracle RightNow CX Cloud Service is being used.
Identify the three configurations that must be made to enable this requirement.
A. Use SMTP Forwarding from your customer’s mail server to the default service mailbox.
B. Create three service mailboxes on the console, and use SMTP forwarding from your customer’s mail server.
C. Use the Friendly From/Branded Address.
D. Use the custhelp.com email address as the Reply To Address.
E. Use your customer’s branded email address as the Reply To address.
Answer: B,C,E
Explanation:
Note:
* Key Elements of the RightNow CX August 2011 Release include:
Enhanced Mailbox Branding - Provides a “Friendly From/Branded Address” field to
increase personalization and relevance for service and marketing emails.
Q35. Identify the three options available on the deployment screen in customer portal.
A. Rollback
B. Stage
C. Develop
D. Production
E. Promote
Answer: A,B,E
Q36. 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. 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.
Answer: D
Q37. Your customer has over a thousand answers in their knowledgebase.
The keyword search report shows that some end customers are searching, using a misspelled word returning zero results.
The client does not want to edit all the answers to fix this situation.
Choose the option that will fix your customer's issue.
A. Add the misspelled words to a custom field.
B. Add the misspelled words to the answer keyword.
C. Add the misspelled words to the stop word list.
D. Add the misspelled words to the alias file.
Answer: D
Explanation: There are two files in particular that are especially important when configuring and tuning your knowledgebase, aliases.txt and exclude_answers.txt (aka stop words).
Aliases.txt - Use the Aliases.txt file in the File Manager, wordlist files to create synonyms. Make sure you are using consistent terms in your Answers.
Adding misspellings to the Aliases.txt works very well, and presents people with Answers even if they make an common spelling error. it works very well.
If you add a misspelling to the keywords box, it only applies to that one single answer.
Q38. In which two sections of the Customer Portal is the Guided Assistance widget available for end customers?
A. Ask a Question
B. The answers list page only
C. Any page the customer wants it placed
D. The answers detail page
E. The popular answers list page
F. They are only available when using smart assistant
Answer: C,D
Explanation:
Note:
* For customers, Oracle RightNow Guided Assistance Cloud Service provides these benefits:
/ It can be positioned where customers need help—on a Web page or in an answer.
/ Guides can be deployed in multiple locations across your Website.
/ Guides can be delivered on a PC or any Web-enabled mobile device with a modern
JavaScript-enabled browser.
* Customers can access Oracle RightNow Guided Assistance Cloud Service via a link on either Oracle RightNow Customer Portal Cloud Service or another Web page. To assist consumers, the guides created with Oracle RightNow Guided Assistance Cloud Service can be embedded in answers and include links to chat and other communication channels. Agents can access Oracle RightNow Guided Assistance Cloud Service whether they’re serving customers via phone, chat, or e-mail. Agents can then include guides (which can be triggered by workspace rules) and related answers in chat and e-mail responses. With Oracle RightNow Customer Portal Cloud Service, it’s easy for agents to find the most appropriate guide.
Q39. 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 the uncommitted response buffer.
B. Add a workspace rule that checks for identified terms in the subject line.
C. Create Standard Text with instructions.
D. Use an Incident Business Rule to append standard text to Customer Thread.
E. Add the Standard Text as Private Note to Thread in the workspace rule.
Answer: B,C,E
Q40. 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 “progress” 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 to route to each brand queue from the corresponding service mailbox in the “initial” state.
D. Create a rule where the sender’s domain = a branch, route the incident to the matching brand.
Answer: C