1Z0-465 Online Practice Questions and Answers

Yourcustomerwould likeyou to createa workflowfollowing these requirements:

Requirement 1:The workflowwill allow the agentto switch between workspacesby clickingthe "Select Workspace"button.

Requirement2:The agent can launch thescriptboth within theworkspace as well asby leaving theworkspacewhile stillinside the workflow.

Requirement 3:The workflowmust captureall phone data providedto the agent in their desktopsoftphoneapplication.

DSN

ANI Language Exit reason Transfer From Transfer Notes

Requirement 4:If a contact record exists,the workflowmust loadthe contactfound asthe contact for the incident. Requirement 5:If a contact recordis not found, the contact will be createdwith all the data captured from softphone. Your customer is not willingto purchase or deploycustomobjects to manageany data coming from their CTI integration.

Identify which three requirements can be accomplished through the use of standard workflow/workspace functionality.

A. Requirement 1

B. Requirement 2

C. Requirement 3

D. Requirement 4

E. Requirement 5

Identify the three options available on the deployment screen in customer portal.

A. Rollback

B. Stage

C. Develop

D. Production

E. Promote

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 "Conditional" tag with an "sla" attribute.

B. Use the "FormInput" widget.

C. Use the "FormInputCustom" widget.

D. Use the "FormSubmit" widget.

E. Use the "Field" tag with the "name" attribute.

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 profiles to include-Cloud Monitor permissions.

C. Add or update profiles to include permission to add themes and Clustering.

D. Add or update staff accounts to use profiles that include Cloud Monitor permissions.

E. Add or update a list of favorites.

F. Set up a Cloud Monitor search schedule.

Yourcustomer wantsto implementa new businessprocess. Theyhavegiven you these requirements:

All contactswhen createdwill havethe contacts.c$free_trial customfieldset to NO(default in novalue).

All contacts willbeadded to organization= "Temp".

All contactswith contacts.c$free_trial = "Yes" willhave anopportunitycreatedthat isassignedto "agent 1",with a status ="Lead"and territory = EMA璘nited Kingdom.

Identify the three minimum rule types to be configured to meet the requirement.

A. Chat Rules

B. Contact Rules

C. Incident Rule

D. Opportunity Rules

E. Organization Rules

F. Survey Rules

G. Task Rules

Your customer has asked you to enable their system and agents to capture an order number.

The order number field is a nine-digit alphanumeric field.

They would also like their end customers to enter their own order number when asking a question on the customer portal pages.

Identify three steps to establish the field.

A. Create a custom fieldforAnswer.

B. Select the Interface Visibility End User ?Read/Write check box.

C. Select the Interface Visibility Marketing and Feedback to web form check box.

D. Create a custom field for Incident.

E. Set the data type for a custom field to Text Field.

F. Set the data type for a custom field to Menu.

You have created a custom widget for a customer portal page, and the widget needs to be styled based on your customer's branding guidelines.

Identify the location where the CSS file must be placed within the file structure.

A. \euf\development\widgets\custom\{widget name}\

B. \euf\rightnow\widgets\standard\{Widget name}\

C. \euf\assets\css\{widget name}\

D. \euf\assets\themes\{theme name}\widgetCss

Your customer has special business process where their agents will put incidents into a waiting status for a period of one week on a regular status basis.

Your customer would like these incidents to remain in the waiting status until the agent has finished researching the incidents(s).

Your customer does not want these incidents to close until 7 calendar days have passed.

Which configuration setting needs to be modified form its default value in order to prevent the system from closing the waiting incident automatically?

A. DORMANT_INCIDENTS

B. CI_WAITING_CALC_DAYS

C. CI_HOURS

D. PURGE_DELETE_INCIDENTS

E. MYQ_REOPEN_DEADLINE

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 the disposition field to identify the customer's incident type of help.

B. Use the product field to identify the services and the category field to identify the customer's incident type of help.

C. Use the product field to identify the services and an incident custom field to identify the customer's incident type of help.

D. Use the category field to identify the customer's incident type of help, and an incident custom field to identify the services.

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. Incident messages shouldn't be sent.

D. Receipt messages shouldn't be sent.

E. All emails sent must be in HTML format.