Oracle RightNow CX Cloud Service 2012 Essentials 認定 1Z0-465 試験問題:
1. 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 a custom field.
B) Add the misspelled words to the alias file.
C) Add the misspelled words to the stop word list.
D) Add the misspelled words to the answer keyword.
2. Your customer has team leads who are responsible for creating business rules and managing staff accounts. However, they should not be allowed to create or modify any profiles.
Which two options should be used to configure the Navigation Set for these team leads?
A) Add the Configuration item of Rules, and Staff Account by Group report into Home Tab and remove the default Configuration pane.
B) Add the Configuration items of Workspace/Workflows, Rules, and Staff Account by Group Report into the Home Tab and remove default Configuration pane.
C) Keep the default Configuration items in the Configuration pane and let the profile handle this.
D) Create a navigation set that only has "Rules" and all "Staff Management" items in the configuration pane.
3. You have created variables for your customer address to be used throughout their system
What three pieces of functionality will allow the use of these variables?
A) Incident Rules
B) Agent Scripting
C) Standard text
D) Answers
E) Incidents
F) Workflow
4. Your customer has created a new script and has deployed it to the agents in their call center within their incident workflow.
They have noticed an issue that all of their agents cannot end the script of the places that were designed to.
Identity the two reasons for this.
A) There are no exit or finished events being triggered on the script pages.
B) The agents cannot get to the pages where they can end the script.
C) There are no script beginning and ending buttons enabled for the script pages.
D) There are no return events listed in the incident workflow for the script to use.
5. Your customer has a single Service level Agreement and applies the service Level Agreement called Reseller when a contact is a reseller of their services.
These end customers often have their own ticketing system, and in order to capture the reseller's ticket number, the customer has requested that their Ask page be upgraded to include an External Ticket Number custom field only when the logged in contact has a Service level Agreement that only a reseller would have.
Which two widgets or tags are used to complete your customer's request?
A) Use the "Field" tag with the "name" attribute.
B) Use the "FormSubmit" widget.
C) Use the "FormInputCustom" widget.
D) Use the "FormInput" widget.
E) Use the "Conditional" tag with an "sla" attribute.
質問と回答：
| 質問 # 1 正解： B | 質問 # 2 正解： C、D | 質問 # 3 正解： A、B、D | 質問 # 4 正解： B、D | 質問 # 5 正解： A、E |
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