Free Oracle 1Z0-465 Exam Dumps Questions & Answers

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 field for Incident.
• B.Select the Interface Visibility Marketing & Feedback to web form check box.
• C.Set the data type for a custom field to Menu.
• D.Select the Interface Visibility End User - Read/Write check box.
• E.Create a custom field for Answer.
• F.Set the data type for a custom field to Text Field.

Your customer wants to put the information in the "answer" section of their knowledgebase article as more important than the information in the "subject" section.
What two system configuration settings can be modified to increase the value of the phrases in the "answer" versus the "subject" during a search from either customer portal of the agent desktop?

• A.SRCH_PROD_WEIGHT
• B.SRCH_KEY_WEIGHT
• C.SRCH_BODY_WEIGHT
• D.SRCH_DESC_WEIGHT
• E.SRCH_ATTACH_WEIGHT
• F.SRCH_SUBJECT_WEIGHT
• G.SRCH_CAT_WEIGHT

View the exhibits.


Your manager asks you to create a report that shows every Staff Account and how many open incidents have been assigned to them. Which report definition meets this criteria?

• A.Exhibit B
• B.Exhibit D
• C.Exhibit E
• D.Exhibit C
• E.Exhibit A

Your customer is going to have three brand-related incident queues.
They need to do an order routing of incidents created through an email channel to different queues.
Identify the correct options to configure your routing rules for initial routing.

• A.Create a rule to route to each brand queue from the corresponding service mailbox in the "progress" state.
• B.Create a rule to route to each brand queue from the corresponding service mailbox in the "initial" state.
• C.Create a rule where if a subject contains the brand name, it should be routed to a brand queue.
• D.Create a rule where the sender's domain = a branch, route the incident to the matching brand.

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 "Field" tag with the "name" attribute.
• D.Use the "FormSubmit" widget.
• E.Use the "FormInputCustom" widget.