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2016 Jun 1Z0-465 test preparation
Q41. 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.
Q42. 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
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.
Q43. Your customer has created a new script and has deployed it to the agents in their call center within their incident workflow.
They have noticed an issue that all of their agents cannot end the script of the places that were designed to.
Identity the two reasons for this.
A. There are no exit or finished events being triggered on the script pages.
B. The agents cannot get to the pages where they can end the script.
C. There are no return events listed in the incident workflow for the script to use.
D. There are no script beginning and ending buttons enabled for the script pages.
Q44. 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.
Q45. Your customer has asked you to create a report that shows all incidents opened within the past month.
The report should show the following columns:
Number of incidents opened in the past month
Number of incidents opened in the past week
Number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns?
Not A: In Oracle/PLSQL, the NVL function lets you substitute a value when a null value is encountered.
Not D: DECODE compares expr to each search value one by one. If expr is equal to a search, then Oracle Database returns the corresponding result. If no match is found, then
Oracle returns default. If default is omitted, then Oracle returns null.
Far out 1Z0-465 exam prep:
Q46. 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.
Q47. 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
Explanation: Grace period after expiration before account is locked.
Q48. Your customer has asked you to fulfill a list of requirements for their incident workspace. The customer has explained that the following constraints will be place.
All incidents received will via a web from that your customer manages which is automatically forwarded to the Oracle Rightnow CX Service mail server. All incident data will be formatted exactly in the same manner in each email using the following format: Last Name First Name Product Serial Number Question
Create a tab with “Risk Management” data consisting of custom fields and custom object data, and hide it from all standard agents.
If the serial number is greater than 500000 set the value of the custom field “Risk
Capture the “Product” field from the email and populate the product in the incidents.prod_id field.
Capture the Last and First names from the email and populate the product contact.last_name and contacts.first_name fields.
Create tabs for each product linking to the product information page on your customer’s web site.
Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.
They have asked that no customization be part of the new workspace.
Identify the three requirements that are met using standard product features within the workspace.
A. Create a tab with “Risk management” data consisting of custom fields and custom object data, and hide it from all standard agents.
B. If the serial number is greater than 500000 set the value of the custom field “Risk management” = Yes
C. Capture the “Product” field from the email and populate the product in the incidents.prod_id field.
D. Capture the Last and First names from the email and populate the product in the contact.last_name and contacts.first_name fields.
E. Create tabs for each product linking to the product information page on the customer’s web site.
F. Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.
Q49. Identify the seven data types that are available as custom fields.
A. Text Area
C. Date Field
F. Text Field G. Yes/No
J. Multi Select Menu
Q50. 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.