Exam Code: 1Z0-465 (Practice Exam Latest Test Questions VCE PDF)
Exam Name: Oracle RightNow CX Cloud Service 2012 Essentials
Certification Provider: Oracle
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2016 Jul 1Z0-465 sample question

Q21. 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 


Q22. 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 this with a VIP 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. 

Answer: A,B,D 

Explanation: 

Incorrect: Not E: incident rules Incident Rules are triggered when incidents are created or updated. You can use incident rules to notify staff when incidents are received, to automate an escalation, or to present end-users with SmartAssistant suggested solutions. 

Not F: Setting a Service Level Agreement is not required here. 


Q23. A client would like to edit a contact record and in addition add warranty Information. Select the implementation steps required using the Custom object design below. 

A. Insert the Warranties fields into the Contact workspace. 

B. Insert the Warranties control into a tab in the Contact workspace. 

C. Use the Warranties workspace and add the Contact control. 

D. Insert a report control and assign a Warranties report into a tab in the Contact workspace 

Answer: A 


Q24. Your customer has previously allowed their end customers to be able to submit incidents only via an email mailbox into Outlook. 

Now that they are developing Oracle RightNow CX Cloud Services and a Customer portal, they still need to allow emails to be submitted and have an incident created. 

What two items must be enabled to meet this requirement? 

A. EGW_ENABLED 

B. EGW_AUTO_CONT_CREATE 

C. EGW_UPDATE_BY_CREATE 

D. EGW_SAVE_EMAIL_HEADERS 

E. EGW_SECURE_UPDATE_ENABLED 

Answer: A,B 

Explanation: A: As long as you have EGW_ENABLED set to Yes then incidents should be updated when the customer replies to the email. 

B: Note: 

* If a customer has emailed in regarding a problem and you have EGW_AUTO_CONT_CREATE set to NO then the customer can't create an incident without first creating an account. Equally, with MYSEC_AUTO_CUST_CREATE the customer will need to have created an account before using 'Ask a Question'. 

Interestingly if a customer emails in and EGW_AUTO_CONT_CREATE is set to YES then they will get a random password! 


Q25. 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. 


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Update 1Z0-465 exam cram:

Q26. Your customer has a complex workspace that has 60 + tabs, 100 + data fields and over 200 + rules that are fired based on agent actions for their different business functions. 

Your customer has told you that their workspace is painfully slow and the call center agents cannot do their work. 

The customer would like to keep using a single profile for all their agents to simplify administration. 

You have condensed many of the rules in the workspace into named events to try and speed things up, but on the call center agents' workstations its still just too slow. 

Which three options will speed up the agents' workspace? 

A. Reduce the number of tabs that need to be rendered 

B. Utilize workflow to split the workspace into more than one 

C. Reduce the number of data fields on the workspace 

D. Utilize a single workspace per business function and assign it to the profile 

E. Create workspace rules to hide unused tabs when the workspace loads. 

Answer: A,C,E 

Explanation: * In many cases, a workspace contains many fields or controls that are applicable only in certain scenarios. Set the default state (visibility, required setting, and read-only setting) to match the most-common cases, and then use rules to handle the uncommon cases by dynamically showing/hiding/changing required or read-only settings. When using rules to show or hide multiple fields/controls, try to group these items onto tabs or panels and hide/show just that tab or panel. By following these best practices, you will make your rules easier to maintain and you will minimize workspace flickering that can happen when you first show and then hide fields and controls. 

* Oracle RightNow Contextual Workspaces Cloud Service is a very powerful add-in option that gives you the ability to tailor your workspaces to meet complex enterprise business needs. It can also make your agents more productive, by providing them with what they need, when they need it. For example, you can show only the information and fields that are relevant, based on 

. What type of interaction it is 

. Who the customer is 

. Who the agent is 

. What is happening during the interaction 


Q27. How many levels can Products, Categories, and Dispositions have in each hierarchy? 

A. 2 

B. 3 

C. 4 

D. 5 

E. 6 

Answer: E 

Explanation: Products and categories organize data in the same ways, and you can choose to use either or both when you configure RightNow Service. If you use both, incidents and answers can be organized into specific classifications, and customers can search for answers using product and category filters. You can create up to 6 levels each of products and categories and specify the number of levels agents must enter when working with incidents. 


Q28. Your customer has special business process where their agents will put incidents into a waiting status for a period of one week on a regular status basis. 

Your customer would like these incidents to remain in the waiting status until the agent has finished researching the incidents(s). 

Your customer does not want these incidents to close until 7 calendar days have passed. 

Which configuration setting needs to be modified form its default value in order to prevent the system from closing the waiting incident automatically? 

A. DORMANT_INCIDENTS 

B. CI_WAITING_CALC_DAYS 

C. CI_HOURS 

D. PURGE_DELETE_INCIDENTS 

E. MYQ_REOPEN_DEADLINE 

Answer: A 

Explanation: 

The DORMANT_INCIDENTS configuration setting specifies the number of days after which Solved incidents are flagged as dormant by the agedatabase utility. To disable this feature, set this value to 0. If you set the DORMANT_INCIDENTS setting to a value greater than that specified in the PURGE_DELETE_INCIDENTS setting, the incidents will get purged before they can ever be set to dormant. By default, this feature is set to 0 which means incidents are never flagged as dormant. 


Q29. View the Exhibit. 

Your customer has “Gold” level SLAs being applied to organization automatically with an organization rule. 

After six months the business decides to reduce the turnaround time for the response. 

Instead of responding in 24 hours yours agents need to respond to the end customers within the business 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. 

Answer: D 


Q30. What is the maximum number of special characters that can be required in a password in addition to having lower and uppercase letters, two numbers, and a maximum character length of 10. 

A. 5 

B. 3 

C. 6 

D. 1 

E. 8 

Answer: C 

Explanation: One lower case later, one uppercase letter, two numbers. All the remaining characters can be required to be special characters. 

Note: * 

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