1Z0-465 Online Practice Questions and Answers

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.

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 differentinformation.

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.

Requirements:

Create a tab with "Risk Management"data consistingof customfields and customobject data,and hide it from allstandard agents.

If the serial number is greater than500000 set thevalue of the custom field"Risk Management" Yes.

Capture the "Product"field from the email and populatethe productin the incidents.prod_id field.

Capture the Last andFirst names from the emailand populate the productcontact.last_name and contacts.first_name fields.

Create tabs for eachproduct linkingto the product informationpage on yourcustomer'sweb site.

Once the product has been setin the workspaceopen up the applicable tabautomaticallyfor the agent to view.

They have askedthat no customizationbe partof 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.

Which example requires the use of a one to many, parent child custom object application?

A. Your customer wants to keep track of the end customer's Customer identification Number

B. Your customer has stated that they want to report on end customers that have similar attributes.

C. Your customer has stated that they want to track when end customers are contacted by sales associates.

D. Your customer wants to keep track of all the cars the end customers drive.

Your customer shipspackages directlyto customersusing a trackable shipping method. When an order is shipped, a trackingnumber is savedin an incidentcustom field.

In order to quickly respond tocustomer'squestions about shippingstatus,yourcustomerhas requestedthat a hyperlink controlbe availableon the incidentworkspace that will loadthe tracking detailsof the package associatedwith the incidentwhen clicked.

The custom field details are below:

Name: Tracking ID Data Type:Text Field Usage: Plain Text Default Value: Null Size ofField: 13 Column Name: tracking_id Custom Field ID: 87

The URL customer has provided fortrackingishttps://widgetshippers.com/trackyourpackage?id=

Of the available options, select the one that satisfies your customer's request.

A. https://widgetshippers.com/trackyourpackage?id=incidents.c$tracking_id

B. https://widgetshippers.com/trackyourpackage?id=c$tracking_id

C. https://widgetshippers.com/trackyourpackage?id=$p_icf_87

D. https://widgetshippers.com/trackyourpackage?:id=incidents.c$tracking_id

E. https://widgetshippers.com/trackyourpackage?id=$icf_candtracking_id

Your customer is using standard statuses, status types, and the standard agent "My Inbox" report. Which two incidentstatus types will show up in the agent's "My Inbox" report?

A. Solved

B. Unresolved

C. Waiting

D. Updated

Your customer would like to run incident report with up to five years of data on incidents and activity for a given agent regardless of whether an agent has left the company. Your customer is not sure what they need to do to keep from deleting data for agents that have left the company.

Identify which option would allow your customer to administer the staff accounts to enable the reporting abilities they require.

A. Disabled from Assignment

B. Disabled from Assignment and Report Filters

C. Permanently Disabled

D. Do not disable, but lock the staff account

E. Reassign the old incidents to another staff accounts called Former Employee

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.

Which two statements are true about the Oracle RightNow CX Cloud Service Application button?

A. Contains shortcuts for adding records and items to the knowledge base

B. Provides context-sensitive help

C. Provides quick access to any of the interfaces defined for your application

D. Can include shortcuts to commonly used reports

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