1Z0-465の無料問題集（80題）、1Z0-465認定試験参考書

Oracle 1Z0-465 問題集

試験コード：1Z0-465

試験名称：Oracle RightNow CX Cloud Service 2012 Essentials

最近更新時間：2024-04-21

問題と解答：全80問

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質問 1：
Your customer wants to measure agent performance based on feedback from their end customers.
If you end customer provides negative feedback, their incident needs to be reopened automatically. Identify three tasks to fulfill these requirements.
A. Schedule a survey to run on a daily basis.
B. Set an incident business rule to send the survey when an incident is closed.
C. Create a report of survey responses.
D. Assign score to the survey questions and set the status field based on the values of the responses.
E. Create a new queue for unhappy customers.
F. Create a broadcast survey.
G. Create a transactional survey.
正解：B,D,G

質問 2：
Your customer was reviewing published answers in their knowledgebase.
They noticed that several of the answers had irrelevant answers listed in the "Answers other found helpful" section of the answer detail page.
What step is required to eliminate the individual irrelevant answers?
A. Remove the irrelevant answers from manually related answers.
B. Delete the irrelevant answers from Sibling Answers.
C. Remove the related answers widget from the Customer Portal page.
D. Block the irrelevant answers from Learned Links.
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 3：
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?
A. All emails sent must have the incident reference number at the beginning of the subject.
B. All emails sent must contain the response of the agent and not the customer's thread.
C. Receipt messages shouldn't be sent.
D. All emails sent must be in HTML format.
E. Incident messages shouldn't be sent.
正解：A,B,C

質問 4：
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. Review the filters in the report to ensure the Assign field selection is set to Logged In.
B. Request the agents to log off and log back on.
C. Verify that profile permissions in Service has a check for "Read" under Incidents.
D. Check the Customize Navigation Sets selection.
E. Validate the Analytics permissions set for the report
F. Review the navigation set in the profile to ensure it matches the navigation set you updated.
正解：A,E,F
解説: (Topexam メンバーにのみ表示されます)

質問 5：
Identify the seven data types that are available as custom fields.
A. Date/Time
B. Text Area
C. Date Field
D. Text Field
E. Yes/No
F. Menu
G. Float
H. Integer
I. Multi Select Menu
J. Currency
正解：A,B,C,D,E,F,H,I

質問 6：
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. Session Authentication
B. Custom Object Create
C. Custom Object Read
D. Account Authentication
E. Object Designer
正解：B,D,E
解説: (Topexam メンバーにのみ表示されます)

質問 7：
You customer has added a new interface and requests that you set up three navigation sets and associate them with three profiles.
You log in with your original credentials and add the navigation sets.
When you edit the profile and select the dropdown for the new navigation set you don't see the navigation sets you just added.
Why can't you see the navigation set that should be displayed?
A. You forgot to set the permission in the navigation set for the new interface.
B. The interface was not installed correctly.
C. The profile doesn't have permission to the new interface.
D. You added the navigation set in the wrong interface.
正解：C
解説: (Topexam メンバーにのみ表示されます)

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Oracle RightNow CX Cloud Service 2012 Essentials 認定 1Z0-465 試験問題:

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

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

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

3. Your customer would like to classify their incidents by the hierarchy of services they provide, and will route customer web form incidents to agents according to the type of help selected and by service in the hierarchy.
Select the two statements that would satisfy these requirements.

A) Use the product field to identify the services and an incident custom field to identify the customer's incident type of help.
B) Use the category field to identify the customer's incident type of help, and an incident custom field to identify the services.
C) Use the product field to identify the services and the disposition field to identify the customer's incident type of help.
D) Use the product field to identify the services and the category field to identify the customer's incident type of help.

4. 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 pull policy for the agent profile to ""First Due.
B) Create an escalation rule for the agent profile to "First Due".
C) Change the full policy for the agent profile to manual and instruct at least one of the agents to pull queue3.
D) Create a new agent profile that has a reverse queue order and assign at least one agent to the new profile.

5. Your customer has over a thousand answers in their knowledgebase.
The keyword search report shows that some end customers are searching, using a misspelled word returning zero results.
The client does not want to edit all the answers to fix this situation.
Choose the option that will fix your customer's issue.

A) Add the misspelled words to the stop word list.
B) Add the misspelled words to the answer keyword.
C) Add the misspelled words to the alias file.
D) Add the misspelled words to a custom field.

質問と回答：

質問 # 1
正解： B

質問 # 2
正解： A、B、D

質問 # 3
正解： A、D

質問 # 4
正解： B、D

質問 # 5
正解： C