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2017 Feb 1Z0-465 simulations
Q11. What is the maximum number of special characters that can be required in a password in addition to having lower and uppercase letters, two numbers, and a maximum character length of 10.
Explanation: One lower case later, one uppercase letter, two numbers. All the remaining characters can be required to be special characters.
Q12. Your customer has special business process where their agents will put incidents into a waiting status for a period of one week on a regular status basis.
Your customer would like these incidents to remain in the waiting status until the agent has finished researching the incidents(s).
Your customer does not want these incidents to close until 7 calendar days have passed.
Which configuration setting needs to be modified form its default value in order to prevent the system from closing the waiting incident automatically?
The DORMANT_INCIDENTS configuration setting specifies the number of days after which Solved incidents are flagged as dormant by the agedatabase utility. To disable this feature, set this value to 0. If you set the DORMANT_INCIDENTS setting to a value greater than that specified in the PURGE_DELETE_INCIDENTS setting, the incidents will get purged before they can ever be set to dormant. By default, this feature is set to 0 which means incidents are never flagged as dormant.
Q13. Your customer would like some changes to be made in the incident workspace. Which three changes can be made by using workspace functionality?
A. Right justify all field labels on the workspace
B. Copy the value in the Queue menu to a custom field.
C. Conditionally hide specific product items based on the logged in staff account's profile.
D. Focus on a specific workspace tab based on the value of a custom field.
E. Change the color of the Banner Flag based on the incident's severity.
* RightNow Service provides a standard workspace for working with incidents. The workspace defines which fields are available, which buttons are displayed on the ribbon, and how the information is organized on the content pane.
* keep in mind that the workspace your profile uses may display a different combination of fields, or it may display them in a different location on the content pane.
* example of the standard incident workspace.
Q14. Identify the four guidelines that are relevant with regard to web accessibility.
A. Support increased text sizes.
B. Ensure color alone is not used to convey content.
C. Avoid background sound.
D. Ensure no underlined content exists.
E. Provide multiple methods for finding content.
F. Ensure all alternate text is unused.
Q15. Your client has VIP customers (all of which have a custom contact field of VIP to ‘Yes’).
They want to offer these customers a higher priority service on Chat.
You intend to do this with a VIP queue.
Which three steps do you also need to perform?
A. Create chat rules so that contacts with the VIP field set to ‘Yes’ are quoted to the VIP queue.
B. Add the VIP queue to the profile of the agents that are taking chats.
C. Set the Pull Policy to manual.
D. Move the VIP queue to the top of the top queue list.
E. Create incident rules so that contacts with the VIP field set to ‘Yes’ are routed to the VIP queue.
F. Create a rule to set an SLA.
Incorrect: Not E: incident rules Incident Rules are triggered when incidents are created or updated. You can use incident rules to notify staff when incidents are received, to automate an escalation, or to present end-users with SmartAssistant suggested solutions.
Not F: Setting a Service Level Agreement is not required here.
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Q16. You have created an add-in that utilizes the SOAP API, and uploaded it to the agent desktop and the incident workspace so that agents can access your custom product registration table.
The agents are getting an error when trying to use the add-in.
Which three permissions are required for an Agent to use an add-in an incident workspace?
A. Object Designer
B. Custom Object Read
C. Account Authentication
D. Session Authentication
E. Custom Object Create
Explanation: C (not D): We have two types of authentication modes for Connect Web Services for SOAP. The original mechanism was simple Account username and password. A new mechanism (available since Aug 2011 release) is to support Add-Ins where the logged-in Account's session can be used to authenticate. As noted the session-based authentication only works within the Add-In framework.
Q17. Your customer ships packages directly to customers using a track able shipping method.
When an order is shipped, a tracking number is saved in an incident custom field.
In order to quickly respond to customer’s questions about shipping status, your customer has requested that a hyperlink control be available on the incident workspace that will load the tracking details of the package associated with the incident when clicked.
The custom field details are below:
Name: Tracking ID
Data Type: Text Field
Usage: Plain Text
Default Value: Null
Size of Field: 13
Column Name: tracking_id
Custom Field ID: 87
The URL customer has provided for tracking is https://widgetshippers.com/trackyourpackage?id=
Of the available options, select the one that satisfies your customer’s request.
Q18. Select the two statements that describe reasons why you would link products to categories.
A. It simplifies reporting on answers and incidents products and categories
B. It allows filtered product and category lists when creating answers
C. It allows filtering of product and category menus on customer portal pages
D. It allows filtering of product and category menus on incident workspaces
Explanation: If your organization has large numbers of categories or dispositions, staff members and customers must review long lists of menu items to find appropriate options. You can simplify their choices with product linking. When products are linked to categories, only the linked categories are displayed when customers select products on the customer portal or when staff members select products while working on incidents. When products are linked to dispositions, only the linked dispositions are displayed when agents select products for incidents. Product linking is a powerful tool for enhancing efficiency for both staff members and customers. Product-category linking is independent of product-disposition linking, so you can enable one or the other or both.
Q19. After an implementation of a Chinese Knowledge base, your customer notices there are some search terms that are not found when searching through the knowledgebase under any use case.
You have verified that there are answers for the search terms being searched, but you also verify that answers are not being returned correctly.
Identify the configuration change you would make to mitigate this problem.
A. Update the answer keywords
B. Verify that all selections of the target answer(s) contain the search terms you’re looking for.
C. Create hidden div tags inside the answer’s question section to promote the matching of a given target search term that isn’t being matched.
D. Create entries for the word and its syntax in the dictionary file.
E. Create alias and thesaurus entries with the correct target search terms.
Q20. Your customer has created a new script and has deployed it to the agents in their call center within their incident workflow.
They have noticed an issue that all of their agents cannot end the script of the places that were designed to.
Identity the two reasons for this.
A. There are no exit or finished events being triggered on the script pages.
B. The agents cannot get to the pages where they can end the script.
C. There are no return events listed in the incident workflow for the script to use.
D. There are no script beginning and ending buttons enabled for the script pages.