Top 10 preparation 1Z0-465 for IT candidates (41 to 50)

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2016 Jul 1Z0-465 free practice questions

Q41. Your customer has asked that all incidents be “scanned” for words that may revolve around product defects and injures so that they can alert their risk management team of any possible product issues or liability. The customer accepts that 100% accuracy is not available, and accepts that they will be false positives and a margin for error. 

They have provided you he following words to be “scanned”: 

Mouth Jaw Cheek Jowl Chin Oral Palate 

The customer requires the following: 

Match whole words only 

All valid words must be preceded with a space. 

All valid words must be spelled correctly. 

All words must be directly followed by a meta character in this list: 

, {comma} 

. {period} 

‘ {single quote} 

“ {double quote} 

; {semi colon} 

: {colon} 

{space} 

! {exclamation point} 

? {question mark} 

& {ampersand} 

You decide to use a regular expression to search for these words in all incoming emails. 

^mouth [ , | . | ’ | ” | ; | : | | ! | ? | & ] | \ jaw [| , | . | ‘ | “ | : | ! | &] | \ cheek [ , | ‘ | ; | : | | ! | ? | &] | \ 

jowl [ , | . | ‘ | ; | | !| ? | &] | \ chin$ [ , | . | ‘ | “ | ; | | ! | ? | & ] | \ oral [ , | . | ‘ | “ | : | | ? | & ] | \ pallate [ , | . | ‘ | “ | : | | ! | ? | &] | \ 

Identify the three words that will be correctly matched to this regular expression. 

A. Mouth 

B. Jaw 

C. Cheek 

D. Jowl 

E. Chin 

F. Oral 

G. Palate 

Answer: C,D,F 

Explanation: 

Cheek, jowl, and oral all appear correctly in the regular expression. 


Q42. Your customer requested that you create a new report and make it available in the agent’s navigation set. 

You create the report and add it to the agent’s navigation set. However, the agents cannot see the new report. 

Select three actions you must perform to identify the reason the report does not display for the agents. 

A. Request the agents to log off and log back on. 

B. Check the Customize Navigation Sets selection. 

C. Review the navigation set in the profile to ensure it matches the navigation set you updated. 

D. Validate the Analytics permissions set for the report 

E. Review the filters in the report to ensure the Assign field selection is set to Logged In. 

F. Verify that profile permissions in Service has a check for “Read” under Incidents. 

Answer: C,D,E 

Explanation: 

Note: 

* The staff members assigned to the profile have access to only those reports and items defined in their profile’s navigation set unless you allow staff members with that profile to customize their navigation set. 

* Navigation sets control the navigation lists and buttons that staff members see on the navigation pane of the RightNow CX Console. 

Navigation sets can be created for staff members who have any combination of responsibilities, and can be assigned to staff members in their profiles. 

Every staff member has a profile, and every profile must include a navigation set that all staff members with that profile use when they work in RightNow CX. 

A navigation set is a combination of navigation buttons and their associated navigation lists. 


Q43. Your customer has five active agents, one agent profile, three products, and three incident queues (queue1, queue2, and queue3). 

Their incidents are directed to each queue based on their three products. 

Each product is assigned a unique queue. 

The priority of queue to be worked are queue 1, queue2, and queue3. 

Identify which two items will solve this problem. 

A. Change the full policy for the agent profile to manual and instruct at least one of the agents to pull queue3. 

B. Change the pull policy for the agent profile to “”First Due. 

C. Create an escalation rule for the agent profile to “First Due”. 

D. Create a new agent profile that has a reverse queue order and assign at least one agent to the new profile. 

Answer: B,D 

Explanation: First due—Uses the incident due date to determine which incidents to retrieve, pulling incidents that are nearest to their due date first. Incidents are pulled from all the staff member’s available queues in the order of due date until the staff member’s pull quantity is met, the staff member’s inbox limit is met, or all queues are empty. Queue ranking does not affect the pull order. 


Q44. Identify the seven data types that are available as custom fields. 

A. Text Area 

B. Integer 

C. Date Field 

D. Currency 

E. Date/Time 

F. Text Field G. Yes/No 

H. Menu 

I. Float 

J. Multi Select Menu 

Answer: A,B,C,E,F,G,H,J 


Q45. 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. 

Answer: A,B,D 

Explanation: 

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. 


1Z0-465 actual test

Update 1Z0-465 exam:

Q46. You are creating several new standard bead entries and want to use variables in your standard text. 

What is the difference between "Variable" and "$"? 

A. Variable pulls in a dynamic value from the database and $ is a fixed variable. 

B. Variable pulls in a dynamic value from the database and $ allows the agent to enter a value. 

C. Variable is a fixed value and $ pulls in a dynamic value from the database. 

D. $ pulls in a dynamic value from the database and Variable allows the agent to enter a value. 

E. $ allows the agent to enter a value and Variable is a fixed value. 

Answer: A 


Q47. 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: D 

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. 


Q48. In which two sections of the Customer Portal is the Guided Assistance widget available for end customers? 

A. Ask a Question 

B. The answers list page only 

C. Any page the customer wants it placed 

D. The answers detail page 

E. The popular answers list page 

F. They are only available when using smart assistant 

Answer: C,D 

Explanation: 

Note: 

* For customers, Oracle RightNow Guided Assistance Cloud Service provides these benefits: 

/ It can be positioned where customers need help—on a Web page or in an answer. 

/ Guides can be deployed in multiple locations across your Website. 

/ Guides can be delivered on a PC or any Web-enabled mobile device with a modern 

JavaScript-enabled browser. 

* Customers can access Oracle RightNow Guided Assistance Cloud Service via a link on either Oracle RightNow Customer Portal Cloud Service or another Web page. To assist consumers, the guides created with Oracle RightNow Guided Assistance Cloud Service can be embedded in answers and include links to chat and other communication channels. Agents can access Oracle RightNow Guided Assistance Cloud Service whether they’re serving customers via phone, chat, or e-mail. Agents can then include guides (which can be triggered by workspace rules) and related answers in chat and e-mail responses. With Oracle RightNow Customer Portal Cloud Service, it’s easy for agents to find the most appropriate guide. 


Q49. 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 


Q50. A client would like to edit a contact record and in addition add warranty Information. Select the implementation steps required using the Custom object design below. 

A. Insert the Warranties fields into the Contact workspace. 

B. Insert the Warranties control into a tab in the Contact workspace. 

C. Use the Warranties workspace and add the Contact control. 

D. Insert a report control and assign a Warranties report into a tab in the Contact workspace 

Answer: A 



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