1Z0-465 Online Practice Questions and Answers

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.

Which three actions must be performed in order to configure cloud Monitor?

A. Add or update navigation sets to include the Cloud Monitor navigation button and component

B. Add or update profiles to include-Cloud Monitor permissions.

C. Add or update profiles to include permission to add themes and Clustering.

D. Add or update staff accounts to use profiles that include Cloud Monitor permissions.

E. Add or update a list of favorites.

F. Set up a Cloud Monitor search schedule.

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.

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 fieldforAnswer.

B. Select the Interface Visibility End User ?Read/Write check box.

C. Select the Interface Visibility Marketing and 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.

Your client has VIP customers (all of which have a custom contact field of VIP to `Yes'). They want to offer these customers a higher priority service on Chat.

You intend to do thiswith aVIP queue.

Which three steps do you also need to perform?

A. Create chat rules so that contacts with the VIP field set to `Yes' are quoted to the VIP queue.

B. Add the VIP queue to the profile of the agents that are taking chats.

C. Set the Pull Policy to manual.

D. Move the VIP queue to the top of the top queue list.

E. Create incident rules so that contacts with the VIP field set to `Yes' are routed to the VIP queue.

F. Create a rule to set an SLA.

Your customer is editing acontact workspacethat is the parentof a object customer. They do notsee 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.

When using standard reports within the Analytics module there is a limit to what can be edited in each report.

Select the two items that are editable on a standard report.

A. Schedules

B. Report Heading

C. Non Selectable Filters

D. Column Headings

E. Graphs

F. Permissions

Yourcustomer has five differentincidents queues:

Help Tier 2 Escaped Accounting VIP

The Help and VIP queueshave the quickestresponse goals.

Which two configurations will ensure that an agent's profile pulls incidents assigned these queues first using a single agent profile?

A. Create an agent profile to only work these two queues.

B. Add all five queues to the agent's profile.

C. Add all five queues to the agent's profile with Helper and VIP being the first two in the list.

D. Use the First Due Pull Policy

E. Use the Strict Priority Pull Policy

After an implementation of a Chinese Knowledge base, yourcustomer notices there are somesearch terms that are not found when searching through the knowledgebase under any use case.

You have verified that there are answers for the search terms being searched, but you also verify that answers are not being returned correctly.

Identify the configuration change you would make to mitigate this problem.

A. Update the answer keywords

B. Verify that all selections of the target answer(s) contain the search terms you're looking for.

C. Create hidden div tags inside the answer's question section to promote the matching of a given target search term that isn't being matched.

D. Create entries for the word and its syntax in the dictionary file.

E. Create alias and thesaurus entries with the correct target search terms.

Referring to custom fields in the system, identify the column identifier that indicates it is a custom field.

A. CO$

B. C$

C. RN$

D. CF$

E. $C

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.

Your customer would like some changes to be made in the incident workspace. Which three changes can be made by using workspace functionality?

A. Right justify all field labels on the workspace

B. Copy the value in the Queue menu to a custom field.

C. Conditionally hide specific product items based on the logged in staff account's profile.

D. Focus on a specific workspace tab based on the value of a custom field.

E. Change the color of the Banner Flag based on the incident's severity.

View the Exhibit.

Your customer has"Gold" level SLAs beingappliedto organizationautomaticallywith an organizationrule.

After six months the business decides to reducethe turnaroundtimefor the response.

Instead of respondingin 24 hoursyours agentsneedto respond to theend customers within thebusiness hours.

You modify the Gold SLA to reflect this change but you notice that the SLA reports are still using a 24 hours response time.

Which statement is correct?

A. Your site has been corrupted with "Ghost" SLAs (See Exhibit).

B. You have not activated the rules so the updated SLAs are not being applied.

C. Updating the SLA will not automatically update the organization's SLA.

D. The SLA reports will need to be modified to use the new SLA.

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.

View the exhibits.

Your manager asks youto create a report that showsevery Staff Account and how manyopen incidentshave been assignedto them.Which report definitionmeets this criteria?

A. Exhibit A

B. Exhibit B

C. Exhibit C

D. Exhibit D

E. Exhibit E