1Z0-465 Online Practice Questions and Answers

Your customer wants to set a disposition and add specific standard text item automatically based on a given endpoint within guided Assistant path info the response thread.

What are the two steps required to complete this request?

A. Create a Named Event to fire each end point of the Guide.

B. Use an Incident Business rule to fire a named event and populate the standard text to the message thread.

C. Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.

D. Use Agent Workflow to populate the disposition and populate the standard text based on the named event in the guide.

E. Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required on the incident workplace.

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.

Your customer would like a high, medium, or low severity level assigned to each incident. The agents will service the incidents using a queue representing each severity. Which option shows the minimum steps required to satisfy the requirements?

A. Create incident queues and severities

B. Create incident statuses, queues, and severities

C. Create incident severities

D. Create incident statuses and queues

Your customer has linked products and dispositions together on their site. On the agent's incident workspace the list of dispositions is not being filtered.

Select the two actions that will assist in troubleshooting this issue.

A. Your customer's agents must log out and log back in.

B. The Auto Build product disposition links is not selected.

C. The incident workspace does not have a filter workspace rule assigned.

D. The enable product disposition linking is not selected.

E. The client has not refreshed the incident in the incident workspace.

When an incident is opened, your customer would like to have different workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page.

When designing the workflow used to complete this requirement, which three elements are necessary?

A. Entry Point

B. Load

C. Set Fields

D. Decision

E. Workspace

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

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

Identify the seven data types that are available as custom fields.

A. Text Area

B. Integer

C. Date Field

D. Currency

E. Date/Time

F. Text Field

G. Yes/No

H. Menu

I. Float

J. Multi Select Menu

Your customer has five active agents, one agent profile, three products, and three incident queues (queue1, queue2, and queue3).

Their incidents are directed to each queue based on their three products.

Each product is assigned a unique queue.

The priority of queue to be worked are queue 1, queue2, and queue3.

Identify which two items will solve this problem.

A. Change the full policy for the agent profile to manual and instruct at least one of the agents to pull queue3.

B. Change the pull policy for the agent profile to ""First Due.

C. Create an escalation rule for the agent profile to "First Due".

D. Create a new agent profile that has a reverse queue order and assign at least one agent to the new profile.

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.