1Z0-465 | A Review Of Simulation 1Z0-465 practice test
Q11. 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.
A. The custom object was deployed.
B. The custom object has a relationship with the parent.
C. The profile has custom object permissions.
D. The custom object has an associated workspace.
E. The custom object has workspace permissions.
Answer: A,B,E
Q12. 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)
Identify the option that correctly reflects the changes requested by the customer.
A. Option A
B. Option B
C. Option C
D. Option D
Answer: C
Explanation: contacts.email_alt1 OK.
contacts.email_alt2 OK.
Contacts.contact_okay OK.
Etc.
Incorrect:
Not A: Contacts.contact_okay not specified.
Not B: contacts.email_alt1, contacts.email_alt2 not specified.
Not D: Contacts.contact_okay not specified.
Q13. Your customer has performed a search on the knowledgebase and has stated that they are getting strange results. Every time they search for the word "widget" the correct answer appears as the 10th answer on the search results and not at the top of the first page.
How can you increase the value of the word "widget" In the knowledgebase search results?
A. Assign all products and categories to the knowledgebase answer.
B. Set the display position to "Fix at top."
C. Set the display position to "Place at top."
D. Add the search term to the keyword field of the knowledgebase answer.
Answer: D
Explanation:
Incorrect:
Not B: would ensure that widget would always be at the top over every list, but the value of
the word would not be affected.
Q14. You are creating several new standard bead entries and want to use variables in your standard text.
What is the difference between "Variable" and "$"?
A. Variable pulls in a dynamic value from the database and $ is a fixed variable.
B. Variable pulls in a dynamic value from the database and $ allows the agent to enter a value.
C. Variable is a fixed value and $ pulls in a dynamic value from the database.
D. $ pulls in a dynamic value from the database and Variable allows the agent to enter a value.
E. $ allows the agent to enter a value and Variable is a fixed value.
Answer: A
Q15. Your customer wants you to separate their contact records by development.
You determine that to enable this functionality, you need to implement a new custom field, and that the field will need to be available to agents to enter and maintain the values.
Select the four steps to accomplish this.
A. Create a "department" custom field in the incident table.
B. Set the custom field data type to Text Field.
C. Create a navigation set that includes the "department" custom field.
D. Update the Context Workspace with the new "department" custom field.
E. Create a "department" custom Field in the contact table.
F. Add a name and a column name for the new custom field.
Answer: A,B,D,F
Explanation:
Note:
* Custom Fields
Custom Fields are created in the knowledge base to allow the collection of business-specific information, to best meet the organization’s needs.
After being created, custom fields can be added to workspaces (D) and scripts, be used as search filters in reports, or as audience filters in RightNow Marketing and RightNow Feedback.
When creating a custom field, Admins can specify whether it is visible and editable on the Agent Desktop and, for some custom fields, visible and available to gather details on the Customer Portal.
Admins can also specify a data type for the field, choose whether the field is required or not, and set a default value.
Text field data types allow you to create an input mask to require that information entered in the field matches a defined format.
When Admins add or edit custom fields, those modifications may be completed in real time or scheduled and performed in the background.
* When adding custom fields, there are several visibility options. The visibility options define where and how custom fields are presented on the Agent Desktop and the Customer Portal. For example, you can make a contact custom field visible to staff members when adding an incident, but restrict their ability to edit it.
Custom fields with end-user visibility are displayed on the Customer Portal. If you display a custom field that is not editable by customers, it does not appear on the Ask a Question page. There are other ways to determine visibility on the Customer Portal, such as widgets and page code.
Answer, incident, contact, opportunity, organization, sales quotes, and tasks custom fields must also be added to the appropriate record’s workspace.
Q16. Which are two true statements about chat surveys?
A. You can create a chat rule to email a transactional survey to the customer at the end of a chat.
B. Sending a link to a survey can only be done by the agent during or at the end of chat.
C. You can create a chat rule to pop up a transactional survey at the end of a chat.
D. When displaying a link to a chat survey, customer information cannot be linked back to the chat.
Answer: A,C
Explanation:
Note:
* Chat Surveys Oracle RightNow Chat Cloud Service facilitates real-time chat sessions between your agents and customers visiting your Website. Completion of a chat session is a prime time to gather feedback measuring the effectiveness of the chat channel and to gain deeper insight into your online customer experience. Configurable chat business rules enable you to present customers with a Website link survey when the chat session is complete or when the chat is canceled (C). A transactional survey may also be e-mailed to the customer after the chat is completed instead of “popping” the survey to the screen. (A)
* As part of the Oracle RightNow CX Cloud Service solution, there are at least 11 different ways to listen to your customers: transactional surveys, broadcast surveys, Website link surveys, chat surveys, voice surveys, surveys by proxy, answer feedback, site feedback, social monitor, support community, innovation community, and periodic review of incidents.
Q17. Your customer's "Chat Survey Score" report contains valid records; however all of the average scores to be zero.
What two steps will correct this?
A. Add values to the Score field in the Survey Questions.
B. Ensure the survey's questions are included In the "Chat Survey Score" report.
C. Update the Filters in the report.
D. Change the Survey questions to a Matrix type.
E. Refresh the Chat Survey report.
F. Change the format of the Average Score.
Answer: D,E
Explanation:
Note:
* Survey Results by Chat Session shows your customers’ responses to surveys they received after completing chat sessions. The report shows you the names of the surveys completed by the customers, the dates and times the survey responses were received, and the total score from each survey response.
Q18. 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?
A. The profile doesn't have permission to the new interface.
B. You forgot to set the permission in the navigation set for the new interface.
C. The interface was not installed correctly.
D. You added the navigation set in the wrong interface.
Answer: A
Explanation:
Note:
* Navigation sets and custom workspaces are associated with profiles..A Profile has to have a Default Navigation Set.
* The following items must be created before adding profiles.
Navigation sets. Profiles without navigation sets do not allow access to reports and other components Custom workspaces (optional). If you use custom workspaces, we recommend creating them before creating profiles so you can assign workspaces to specific profiles.
* The configuration tasks required when starting to use RightNow CX are:
Create Navigation Set
Create Workspace (optional)
Create Profile (associate Navigation Set and Workspace with the Profile)
Create Staff Account (associate Profile with the Staff Account)
Q19. Select the six actions that initiate the business rules engine to run its configured logic.
A. A customer asks a question on the end user portal.
B. An agent edits contacts, incidents, organizations, or tasks.
C. A customer updates their contact details via the end-user pages.
D. An agent edits an opportunity.
E. The rules engine is updated.
F. A customer adds more information to their incident via the end-user pages
G. An agent creates or edits an answer.
H. An administrator compiles the rules engine.
Answer: A,B,C,D,F,G
Explanation:
Incorrect:
Not E, not H: changes to the rules engine itself does not initiate the business rules engine.
Q20. Which incident field is designed to be used by your customer to standardize tracking of how incidents are resolved?
A. Response Message
B. SLA Instance
C. Severity
D. Disposition
E. Source
Answer: A
Explanation: When you add an incident, you create a record of both the customer’s question and your response, which can help your organization track how the incident is resolved.