1Z0-465 Exam Questions & Answers

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1Z0-465 Exam Questions & Answers

Vendor: Oracle

Certifications: Oracle Applications

Exam Code: 1Z0-465

Exam Name: Oracle RightNow CX Cloud Service 2012 Essentials


Q&As: 80

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1Z0-465 Online Practice Questions and Answers

Questions 1

Your customerhas asked you to configure profilesforan Oracle RightNowCXCloud Service Engineimplementation.

Your customer's requirements:

There will be two queues.

Allincidents will be pulled by the agents.

Delivery is based on theduedate assigned to the incident.

No agent will be allowed to work on more than five incidents at a time.

Select two configurations needed to accomplish this.

A. Set Pull Policy to Strict priority

B. Set Pull Policy to First Due

C. Set Pull Policy to Manual

D. Set Pull Quantity to 5

E. Set Inbox Limit to 5

F. Set Pull Quantity to 2

G. Set Inbox Limit to 2

Show Answer
Questions 2

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.

Show Answer
Questions 3

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.

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