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Q1. 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. 

Answer: A,B,D,F 



* Custom Fields 

Custom Fields are created in the knowledge base to allow the collection of business-specific information, to best meet the organization’s needs. 

After being created, custom fields can be added to workspaces (D) and scripts, be used as search filters in reports, or as audience filters in RightNow Marketing and RightNow Feedback. 

When creating a custom field, Admins can specify whether it is visible and editable on the Agent Desktop and, for some custom fields, visible and available to gather details on the Customer Portal. 

Admins can also specify a data type for the field, choose whether the field is required or not, and set a default value. 

Text field data types allow you to create an input mask to require that information entered in the field matches a defined format. 

When Admins add or edit custom fields, those modifications may be completed in real time or scheduled and performed in the background. 

* When adding custom fields, there are several visibility options. The visibility options define where and how custom fields are presented on the Agent Desktop and the Customer Portal. For example, you can make a contact custom field visible to staff members when adding an incident, but restrict their ability to edit it. 

Custom fields with end-user visibility are displayed on the Customer Portal. If you display a custom field that is not editable by customers, it does not appear on the Ask a Question page. There are other ways to determine visibility on the Customer Portal, such as widgets and page code. 

Answer, incident, contact, opportunity, organization, sales quotes, and tasks custom fields must also be added to the appropriate record’s workspace. 

Q2. View the exhibits. 

Your manager asks you to create a report that shows every Staff Account and how many open incidents have been assigned to them. Which report definition meets this criteria? 

A. Exhibit A 

B. Exhibit B 

C. Exhibit C 

D. Exhibit D 

E. Exhibit E 

Answer: C 

Explanation: Use inner join. 

Q3. 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 different information. 

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. 

Answer: D 

Q4. During requirements gathering, your customer determines that since they will be directing customers to support pages from their website, they would like the default Home page to be removed. 

Which three of the available options are required to complete this requirement? 

A. Delete the home.php file from the customer portal site. 

B. Update the config verb CP_Login_URL 

C. Remove the "Home page" navigation option from the template file. 

D. Update the config verb CP_HOME_URL. 

E. Upgrade the site.css file to remove references to the Home page. 

Answer: C,D,E 

Q5. 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? 



C. IF 



Answer: C,E 



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.

Up to date 1Z0-465 actual test:

Q6. Your customer wants agents to automatically receive an incident private note that explains how to handle specific responses from customers. 

These incidents would be identified by specific terms in the subject line. 

Select three steps needed to accomplish this. 

A. Use an Incident Business Rule to append standard text to the uncommitted response buffer. 

B. Add a workspace rule that checks for identified terms in the subject line. 

C. Create Standard Text with instructions. 

D. Use an Incident Business Rule to append standard text to Customer Thread. 

E. Add the Standard Text as Private Note to Thread in the workspace rule. 

Answer: B,C,E 

Q7. Which three expressions use proper syntax? 

A. If (incidents.assgn_acct_id IS NULL, ‘Not Assigned’, 0) 

B. Date_diff(incidents.closed, incidents.created) 

C. If(incidents.assign_group_id = 100460, ‘With Support’, ‘Not with Suport’) 

D. Sum(if(incidents.status_id < > 2, 1, 0)) 

E. Avg(incidents.c&times_opened) 

Answer: A,B,C 

Q8. Your customer has over a thousand answers in their knowledgebase. 

The keyword search report shows that some end customers are searching, using a misspelled word returning zero results. 

The client does not want to edit all the answers to fix this situation. 

Choose the option that will fix your customer's issue. 

A. Add the misspelled words to a custom field. 

B. Add the misspelled words to the answer keyword. 

C. Add the misspelled words to the stop word list. 

D. Add the misspelled words to the alias file. 

Answer: D 

Explanation: There are two files in particular that are especially important when configuring and tuning your knowledgebase, aliases.txt and exclude_answers.txt (aka stop words). 

Aliases.txt - Use the Aliases.txt file in the File Manager, wordlist files to create synonyms. Make sure you are using consistent terms in your Answers. 

Adding misspellings to the Aliases.txt works very well, and presents people with Answers even if they make an common spelling error. it works very well. 

If you add a misspelling to the keywords box, it only applies to that one single answer. 

Q9. Your customer was reviewing published answers in their knowledgebase. 

They noticed that several of the answers had irrelevant answers listed in the “Answers other found helpful” section of the answer detail page. 

What step is required to eliminate the individual irrelevant answers? 

A. Remove the related answers widget from the Customer Portal page. 

B. Remove the irrelevant answers from manually related answers. 

C. Block the irrelevant answers from Learned Links. 

D. Delete the irrelevant answers from Sibling Answers. 

Answer: D 



* A meta-answer is a collection of related answers that are all associated with the same products and categories. These related answers are called sibling answers, and that relationship is defined on the CX Console, not on the accessibility interface 

Q10. 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. 

Answer: A,E