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2016 Nov 1Z0-465 practice exam

Q51. Your customer has asked you to fulfill a list of requirements for their incident workspace. The customer has explained that the following constraints will be place. 

All incidents received will via a web from that your customer manages which is automatically forwarded to the Oracle Rightnow CX Service mail server. All incident data will be formatted exactly in the same manner in each email using the following format: Last Name First Name Product Serial Number Question 

Requirements: 

Create a tab with “Risk Management” data consisting of custom fields and custom object data, and hide it from all standard agents. 

If the serial number is greater than 500000 set the value of the custom field “Risk 

Management” Yes. 

Capture the “Product” field from the email and populate the product in the incidents.prod_id field. 

Capture the Last and First names from the email and populate the product contact.last_name and contacts.first_name fields. 

Create tabs for each product linking to the product information page on your customer’s web site. 

Once the product has been set in the workspace open up the applicable tab automatically for the agent to view. 

They have asked that no customization be part of 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. 

Answer: C,D,F 


Q52. Within the password configuration settings what does the grace period control? 

A. The number of days after an account is locked when the user can request an online reset of his password 

B. The number of days a notice is sent to the user before his password expires 

C. The number of days after a password expires that the user can still log in before the account is locked 

D. The number of days before a manager is noticed of a locked account 

Answer:

Explanation: Grace period after expiration before account is locked. 


Q53. Select the six actions that initiate the business rules engine to run its configured logic. 

A. A customer asks a question on the end user portal. 

B. An agent edits contacts, incidents, organizations, or tasks. 

C. A customer updates their contact details via the end-user pages. 

D. An agent edits an opportunity. 

E. The rules engine is updated. 

F. A customer adds more information to their incident via the end-user pages 

G. An agent creates or edits an answer. 

H. An administrator compiles the rules engine. 

Answer: A,B,C,D,F,G 

Explanation: 

Incorrect: 

Not E, not H: changes to the rules engine itself does not initiate the business rules engine. 


Renew 1Z0-465 answers:

Q54. Your customer is a printing company and every knowledgebase article contains the word "print. 

Which configuration will enable end customer searches to return a single knowledge article result when searching with “print”? 

A. Add “print” using the stop word editor and add “print” to only one knowledgebase article keyword 

B. Add "print" using the Stop word editor and add "print" to the alias file. 

C. Add "print" to only one knowledgebase article keyword and add "print" to a search priority word and assign multiple answers. 

D. Add "print" using the stop word editor and add "print" to a search priority word and assign one answer. 

Answer:

Explanation: Search Priority Words editor. This feature of Oracle RightNow Knowledge Cloud Service used to be known as the Topic Words editor in versions released before May 2010. This feature (see Figure below) is used to manually show an answer at the top of all search results when a certain search term is entered. Entering a search priority word is helpful when you are confident that you know exactly which answer a customer wants to read when that person enters a particular search term. Widely using the Search Priority Words editor is not recommended; instead, use it sparingly for special situations, such as when you have an umbrella answer. 


Q55. Your customer supports three different brands and needs to be able to send and receive emails using differently branded email. 

The end customers may not know that the three brands are supported by the same company or that the Oracle RightNow CX Cloud Service is being used. 

Identify the three configurations that must be made to enable this requirement. 

A. Use SMTP Forwarding from your customer’s mail server to the default service mailbox. 

B. Create three service mailboxes on the console, and use SMTP forwarding from your customer’s mail server. 

C. Use the Friendly From/Branded Address. 

D. Use the custhelp.com email address as the Reply To Address. 

E. Use your customer’s branded email address as the Reply To address. 

Answer: B,C,E 

Explanation: 

Note: 

* Key Elements of the RightNow CX August 2011 Release include: 

Enhanced Mailbox Branding - Provides a “Friendly From/Branded Address” field to 

increase personalization and relevance for service and marketing emails. 


Q56. You have created variables for your customer address to be used throughout their system 

What three pieces of functionality will allow the use of these variables? 

A. Answers 

B. Incidents 

C. Incident Rules 

D. Standard text 

E. Workflow 

F. Agent Scripting 

Answer: A,C,F 

Explanation: A: You can use variables when authoring answers 

C: A variable is a piece of data with a value that can change during rules processing. You define what its default, or starting, value should be. Then, based on conditions you specify, the variable can be modified by rule actions. You can also use the value of a variable as a condition of a rule. The value of the variable is temporary, existing only during the particular rules processing session. When rules processing is started the next time, the variable’s value is reset to the default value.