Oracle RightNow CX Cloud Service 2012 Essentials - 1Z0-465 Exam Practice Test
Your customer would like you to alter the content and format of the emails that are sent to their end customers when response is sent.
Which three of your customer's requirements can be fulfilled through the use of interface configuration?
Which three of your customer's requirements can be fulfilled through the use of interface configuration?
Correct Answer: A,B,C
Your customer wants to implement a new business process. They have given you these requirements:
-All contacts when created will have the contacts.c$free_trial custom field set to NO (default in no
value). -All contacts will be added to organization = "Temp". -All contacts with contacts.c$free_trial = "Yes" will have an opportunity created that is assigned to
"agent 1", with a status = "Lead" and territory = EMA - United Kingdom.
Identify the three minimum rule types to be configured to meet the requirement.
-All contacts when created will have the contacts.c$free_trial custom field set to NO (default in no
value). -All contacts will be added to organization = "Temp". -All contacts with contacts.c$free_trial = "Yes" will have an opportunity created that is assigned to
"agent 1", with a status = "Lead" and territory = EMA - United Kingdom.
Identify the three minimum rule types to be configured to meet the requirement.
Correct Answer: C,D,E
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When an incident is opened, your customer would like to have different workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page.
When designing the workflow used to complete this requirement, which three elements are necessary?
When designing the workflow used to complete this requirement, which three elements are necessary?
Correct Answer: A,D,E
During requirements gathering, your customer determines that since they will be directing customers to support pages from their website, they would like the default Home page to be removed.
Which three of the available options are required to complete this requirement?
Which three of the available options are required to complete this requirement?
Correct Answer: B,C,D
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.
-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.
Correct Answer: A
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Your customer has linked products and dispositions together on their site. On the agent's incident workspace the list of dispositions is not being filtered.
Select the two actions that will assist in troubleshooting this issue.
Select the two actions that will assist in troubleshooting this issue.
Correct Answer: B,C
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Identify the seven data types that are available as custom fields.
Correct Answer: A,C,D,E,F,G,H,I
Your customer's "Chat Survey Score" report contains valid records; however all of the average scores to be zero.
What two steps will correct this?
What two steps will correct this?
Correct Answer: D,F
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