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

1. Your customer would like to run incident report with up to five years of data on incidents and activity for a given agent regardless of whether an agent has left the company.
Your customer is not sure what they need to do to keep from deleting data for agents that have left the company.
Identify which option would allow your customer to administer the staff accounts to enable the reporting abilities they require.

A) Do not disable, but lock the staff account
B) Permanently Disabled
C) Reassign the old incidents to another staff accounts called Former Employee
D) Disabled from Assignment and Report Filters
E) Disabled from Assignment

2. Select the six actions that initiate the business rules engine to run its configured logic.

A) An agent edits contacts, incidents, organizations, or tasks.
B) A customer adds more information to their incident via the end-user pages
C) The rules engine is updated.
D) An agent creates or edits an answer.
E) An administrator compiles the rules engine.
F) An agent edits an opportunity.
G) A customer updates their contact details via the end-user pages.
H) A customer asks a question on the end user portal.

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

4. Your customer wants agents to automatically receive an incident private note that explains how to handle specific responses from customers.
These incidents would be identified by specific terms in the subject line.
Select three steps needed to accomplish this.

A) Use an Incident Business Rule to append standard text to Customer Thread.
B) Create Standard Text with instructions.
C) Add the Standard Text as Private Note to Thread in the workspace rule.
D) Use an Incident Business Rule to append standard text to the uncommitted response buffer.
E) Add a workspace rule that checks for identified terms in the subject line.

5. In a Customer Portal design session, the customer explains to you that they have multiple brands, and that they have multiple websites to reflect these brands.
After reviewing the sites with the customer, you notice that each of the sites contain the same layout and content, but has different colors and branding, such as logos.
Which option allows for a consistent layout and dynamic branding?

A) Do not use a template, and implement themes dynamically.
B) Do not use a theme, and implement templates dynamically.
C) Use a single theme across all Customer Portal pages, and implement templates dynamically.
D) Use a single template across all Customer Portal pages, and implement themes dynamically.

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