[100% Correct] 1Z0-465 Oracle exams 21-30 (Jun 2021)

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2021 Jun 1Z0-465 exam question

Q21. How many levels can Products, Categories, and Dispositions have in each hierarchy? 

A. 2 

B. 3 

C. 4 

D. 5 

E. 6 

Answer: E 

Explanation: Products and categories organize data in the same ways, and you can choose to use either or both when you configure RightNow Service. If you use both, incidents and answers can be organized into specific classifications, and customers can search for answers using product and category filters. You can create up to 6 levels each of products and categories and specify the number of levels agents must enter when working with incidents. 

Q22. Your customer runs a 24/7 call center and has a policy starting that incidents that agent’s solved by the end of an agent’s shift should be moved out of that agent’s inbox to be worked by another active agent. 

Which two actions will accomplish this? 

A. The agent does a multi-edit update for all incidents in their inbox and changes the assigned field to full. 

B. The agent reassigns each incident to another agent before they log off. 

C. Add a business rule that when an agent logs out, the Assigned field should be set to null for any unresolved incidents for that agent. 

D. Create a workspace rule that sets the Assigned field to null when an agent logs out. 

Answer: B,C 



Not D: Use a business rule, not a workspace rule. 

Q23. View the Exhibit. 

Your customer has “Gold” level SLAs being applied to organization automatically with an organization rule. 

After six months the business decides to reduce the turnaround time for the response. 

Instead of responding in 24 hours yours agents need to respond to the end customers within the business hours. 

You modify the Gold SLA to reflect this change but you notice that the SLA reports are still using a 24 hours response time. 

Which statement is correct? 

A. Your site has been corrupted with “Ghost” SLAs (See Exhibit). 

B. You have not activated the rules so the updated SLAs are not being applied. 

C. Updating the SLA will not automatically update the organization’s SLA. 

D. The SLA reports will need to be modified to use the new SLA. 

Answer: D 

Q24. You have created a custom widget for a customer portal page, and the widget needs to be styled based on your customer’s branding guidelines. 

Identify the location where the CSS file must be placed within the file structure. 

A. eufdevelopmentwidgetscustom{widget name} 

B. eufrightnowwidgetsstandard{Widget name} 

C. eufassetscss{widget name} 

D. eufassetsthemes{theme name}widgetCss 

Answer: D 

Q25. 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. 

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Q26. 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 

Q27. Identify which option describes a valid use of the disposition field. 

A. Describe the topic of knowledgebase answers 

B. Describe the classification of incidents 

C. The customer selected the nature of the question 

D. Describe the status of the customer question 

Answer: B,D 

Explanation: B: If agents are required to select from a certain subset of dispositions when solving incidents, you could create a workspace rule to make the Disposition field required and hide several of its items when incidents are set to Solved. 

Q28. Your customer would like you to create a workflow following these requirements: 

Requirement 1: The workflow will allow the agent to switch between workspaces by clicking the “Select Workspace” button. 

Requirement 2: The agent can launch the script both within the workspace as well as by leaving the workspace while still inside the workflow. 

Requirement 3: The workflow must capture all phone data provided to the agent in their desktop softphone application. 




Exit reason 

Transfer From 

Transfer Notes 

Requirement 4: If a contact record exists, the workflow must load the contact found as the contact for the incident. 

Requirement 5: If a contact record is not found, the contact will be created with all the data captured from softphone. 

Your customer is not willing to purchase or deploy custom objects to manage any data coming from their CTI integration. 

Identify which three requirements can be accomplished through the use of standard workflow/workspace functionality. 

A. Requirement 1 

B. Requirement 2 

C. Requirement 3 

D. Requirement 4 

E. Requirement 5 

Answer: A,B,D 



* A desktop workflow is a sequence of workspaces, scripts, decisions, and actions – even other embedded workflows – that supports a business process. Using an intuitive design interface, you define a workflow by assembling a set of elements into a logical order to form a flow diagram, then adding decision logic to advance the flow. 

Q29. In a Customer Portal design session, the customer explains to you that they have multiple brands, and that they have multiple websites to reflect these brands. 

After reviewing the sites with the customer, you notice that each of the sites contain the same layout and content, but has different colors and branding, such as logos. 

Which option allows for a consistent layout and dynamic branding? 

A. Use a single theme across all Customer Portal pages, and implement templates dynamically. 

B. Do not use a template, and implement themes dynamically. 

C. Do not use a theme, and implement templates dynamically. 

D. Use a single template across all Customer Portal pages, and implement themes dynamically. 

Answer: D 

Q30. Your customer is using standard statuses, status types, and the standard agent "My Inbox" report. 

Which two incident status types will show up in the agent’s “My Inbox” report? 

A. Solved 

B. Unresolved 

C. Waiting 

D. Updated 

Answer: B,D 

Explanation: See figure below. 

Figure: My Inbox Report 


* Inbox—An agent’s personal queue consisting of all the incidents that have been assigned to the agent. 

* Incidents can have one of the four default incident statuses, or they may have a custom status 

defined by your RightNow administrator. The default statuses are Unresolved, Solved, Updated, and Waiting. 

* Info: Click this button to see details about the incident, including when it was created and last updated, the date when the initial response was due, the date of the initial response, the date of the last response, the closed date, the staff member who created it, and the incident ID. If the incident is in a rules state or has an escalation level, that information also appears. 

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