Oracle RightNow CX Cloud Service 2012 Essentials - 1Z0-465 FREE EXAM DUMPS QUESTIONS & ANSWERS]

Question 1

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?

A. CI_HOURS B. MYQ_REOPEN_DEADLINE C. PURGE_DELETE_INCIDENTS D. DORMANT_INCIDENTS E. CI_WAITING_CALC_DAYS

Discussion 0

Correct Answer: D Vote an answer

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Question 2

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 C B. Exhibit E C. Exhibit B D. Exhibit A E. Exhibit D

Discussion 0

Correct Answer: A Vote an answer

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Question 3

Which three actions must be performed in order to configure cloud Monitor?

A. Set up a Cloud Monitor search schedule. B. Add or update a list of favorites. C. Add or update profiles to include-Cloud Monitor permissions. D. Add or update staff accounts to use profiles that include Cloud Monitor permissions. E. Add or update profiles to include permission to add themes and Clustering. F. Add or update navigation sets to include the Cloud Monitor navigation button and component

Discussion 0

Correct Answer: C,D,F Vote an answer

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Question 4

Your customer has requested a workflow with the following requirements:
-All workflows have a return event that allows users to exit the workflow -Every return event leads to a wrap up script that is positioned just before the incident workspace -Every exit takes the agent to the incident workspace -There is a "return to script" button on the workspace to take the agent to a workspace listing all
available scripts.
Identify the requirement that could not be met.

A. The workflow must allow the agent to restart the workflow from the ending Initial workspace. B. There must be a single script that all agents see to finish their conversation with the end customer. C. The agent can exit any script in the workflow, go to the workspace, and return to the script page that they originally left from. D. The workflow must take the agent to an incident workspace to finish their work.

Discussion 0

Correct Answer: C Vote an answer

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Question 5

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

A. The answers detail page B. Ask a Question C. The popular answers list page D. They are only available when using smart assistant E. Any page the customer wants it placed F. The answers list page only

Discussion 0

Correct Answer: A,E Vote an answer

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Question 6

Which are two true statements about chat surveys?

A. You can create a chat rule to pop up a transactional survey at the end of a chat. B. Sending a link to a survey can only be done by the agent during or at the end of chat. C. You can create a chat rule to email a transactional survey to the customer at the end of a chat. D. When displaying a link to a chat survey, customer information cannot be linked back to the chat.

Discussion 0

Correct Answer: A,C Vote an answer

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Question 7

Your customer has a complex workspace that has 60 + tabs, 100 + data fields and over 200 + rules that are fired based on agent actions for their different business functions.
Your customer has told you that their workspace is painfully slow and the call center agents cannot do their work.
The customer would like to keep using a single profile for all their agents to simplify administration.
You have condensed many of the rules in the workspace into named events to try and speed things up, but on the call center agents' workstations its still just too slow.
Which three options will speed up the agents' workspace?

A. Reduce the number of tabs that need to be rendered B. Reduce the number of data fields on the workspace C. Utilize a single workspace per business function and assign it to the profile D. Utilize workflow to split the workspace into more than one E. Create workspace rules to hide unused tabs when the workspace loads.

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Correct Answer: A,B,E Vote an answer

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Question 8

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 a search priority word and assign one answer. B. Add "print" to only one knowledgebase article keyword and add "print" to a search priority word and assign multiple answers. C. Add "print" using the Stop word editor and add "print" to the alias file. D. Add "print" using the stop word editor and add "print" to only one knowledgebase article keyword

Discussion 0

Correct Answer: A Vote an answer

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