1Z0-465 Online Practice Questions and Answers

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.

A. Create a "department" custom field in the incident table.

B. Set the custom field data type to Text Field.

C. Create a navigation set that includes the "department" custom field.

D. Update the Context Workspace with the new "department" custom field.

E. Create a "department" custom Field in the contact table.

F. Add a name and a column name for the new custom field.

Your customer runs a 24/7 call center and has a policy starting that incidents that agent's solved by the end of an agent's shift should be moved out of that agent's inbox to be worked by another active agent.

Which two actions will accomplish this?

A. The agent does a multi-edit update for all incidents in their inbox and changes the assigned field to full.

B. The agent reassigns each incident to another agent before they log off.

C. Add a business rule that when an agent logs out, the Assigned field should be set to null for any unresolved incidents for that agent.

D. Create a workspace rule that sets the Assigned field to null when an agent logs out.

Your customer has asked you to create a report that will need to be sent to the executive management.

None of the receipts of this report has access to the system, and the same monthly report should be delivered to all recipients.

The management team frequently changes and your customer does not want to alter the report schedule after configuration.

After creating the report what two additional steps need to be taken?

A. Create a schedule record for the report.

B. Send a notification to the execution team that the report is available.

C. Set the up staff accounts for the executive team.

D. Create and add the distribution list to the schedule.

E. Create a dashboard for the report.

F. Upgrade the permissions for the report to include the executive team.

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.

Your client has VIP customers (all of which have a custom contact field of VIP to `Yes'). They want to offer these customers a higher priority service on Chat.

You intend to do thiswith aVIP queue.

Which three steps do you also need to perform?

A. Create chat rules so that contacts with the VIP field set to `Yes' are quoted to the VIP queue.

B. Add the VIP queue to the profile of the agents that are taking chats.

C. Set the Pull Policy to manual.

D. Move the VIP queue to the top of the top queue list.

E. Create incident rules so that contacts with the VIP field set to `Yes' are routed to the VIP queue.

F. Create a rule to set an SLA.

Your customerhas requested a workflow with the following requirements:

All workflows have a return event thatallows users to exit the workflow Every return eventleads to a wrap up script thatis positionedjust before theincident workspace Every exit takes the agent to theincidentworkspace Thereisa"return to script" button on the workspace to take the agent to a workspacelisting all availablescripts.

Identify the requirement that could not be met.

A. The workflow must take the agent to an incident workspace to finish their work.

B. The workflow must allow the agent to restart the workflow from the ending Initial workspace.

C. There must be a single script that all agents see to finish their conversation with the end customer.

D. The agent can exit any script in the workflow, go to the workspace, and return to the script page that they originally left from.

How many levels can Products, Categories, and Dispositions have in each hierarchy?

A. 2

B. 3

C. 4

D. 5

E. 6

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

Within the password configuration settings what does the grace period control?

A. The number of days after an account is locked when the user can request an online reset of his password

B. The number of days a notice is sent to the user before his password expires

C. The number of days after a password expires that the user can still log in before the account is locked

D. The number of days before a manager is noticed of a locked account

Your customer was reviewing published answers in their knowledgebase.

They noticed that several of the answers had irrelevant answers listed in the "Answers other found helpful" section of the answer detail page.

What step is required to eliminate the individual irrelevant answers?

A. Remove the related answers widget from the Customer Portal page.

B. Remove the irrelevant answers from manually related answers.

C. Block the irrelevant answers from Learned Links.

D. Delete the irrelevant answers from Sibling Answers.