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Oracle 1Z0-465 Exam Sample Questions

Question: 4

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?

  1. Object Designer
  2. Custom Object Read
  3. Account Authentication
  4. Session Authentication
  5. Custom Object Create


Answer: ACE

Explanation:

C (not D): We have two types of authentication modes for Connect Web Services for SOAP. The original mechanism was simple Account username and password. A new mechanism (available since Aug 2011 release) is to support Add-Ins where the logged-in Account’s session can be used to authenticate. As noted the session-based authentication only works within the Add-In framework.

Question: 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.

  1. Create a broadcast survey.
  2. Schedule a survey to run on a daily basis.
  3. Set an incident business rule to send the survey when an incident is closed.
  4. Create a new queue for unhappy customers.
  5. Create a transactional survey.
  • Create a report of survey responses.
  • Assign score to the survey questions and set the status field based on the values of the responses.

  • Answer: CEG

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    Question: 5

    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.

    1. Create a “department” custom field in the incident table.
    2. Set the custom field data type to Text Field.
    3. Create a navigation set that includes the “department” custom field.
    4. Update the Context Workspace with the new “department” custom field.
    5. Create a “department” custom Field in the contact table.
  • Add a name and a column name for the new custom field.

  • Answer: ABDF

    Explanation:

    Note:

    * 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

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    Question: 5

    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.

    1. Create a “department” custom field in the incident table.
    2. Set the custom field data type to Text Field.
    3. Create a navigation set that includes the “department” custom field.
    4. Update the Context Workspace with the new “department” custom field.
    5. Create a “department” custom Field in the contact table.
  • Add a name and a column name for the new custom field.

  • Answer: ABDF

    Explanation:

    Note:

    * 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.

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    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.

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    Question: 4

    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?

    1. Object Designer
    2. Custom Object Read
    3. Account Authentication
    4. Session Authentication
    5. Custom Object Create


    Answer: ACE

    Explanation:

    C (not D): We have two types of authentication modes for Connect Web Services for SOAP. The original mechanism was simple Account username and password. A new mechanism (available since Aug 2011 release) is to support Add-Ins where the logged-in Account’s session can be used to authenticate. As noted the session-based authentication only works within the Add-In framework.

    Question: 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.

    1. Create a broadcast survey.
    2. Schedule a survey to run on a daily basis.
    3. Set an incident business rule to send the survey when an incident is closed.
    4. Create a new queue for unhappy customers.
    5. Create a transactional survey.
  • Create a report of survey responses.
  • Assign score to the survey questions and set the status field based on the values of the responses.

  • Answer: CEG

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