Online Access Free 1Z0-465 Exam Questions

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

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.CI_HOURS
• B.DORMANT_INCIDENTS
• C.CI_WAITING_CALC_DAYS
• D.PURGE_DELETE_INCIDENTS
• E.MYQ_REOPEN_DEADLINE

You customer has added a new interface and requests that you set up three navigation sets and associate them with three profiles.
You log in with your original credentials and add the navigation sets.
When you edit the profile and select the dropdown for the new navigation set you don't see the navigation sets you just added.
Why can't you see the navigation set that should be displayed?

• A.You forgot to set the permission in the navigation set for the new interface.
• B.The interface was not installed correctly.
• C.You added the navigation set in the wrong interface.
• D.The profile doesn't have permission to the new interface.

When using standard reports within the Analytics module there is a limit to what can be edited in each report.
Select the two items that are editable on a standard report.

• A.Report Heading
• B.Column Headings
• C.Schedules
• D.Permissions
• E.Graphs
• F.Non Selectable Filters

Your customer has a complex workspace that has 60 + tabs, 100 + data fields and over 200 + rules that are fired based on agent actions for their different business functions.
Your customer has told you that their workspace is painfully slow and the call center agents cannot do their work.
The customer would like to keep using a single profile for all their agents to simplify administration.
You have condensed many of the rules in the workspace into named events to try and speed things up, but on the call center agents' workstations its still just too slow.
Which three options will speed up the agents' workspace?

• A.Utilize a single workspace per business function and assign it to the profile
• B.Reduce the number of tabs that need to be rendered
• C.Utilize workflow to split the workspace into more than one
• D.Reduce the number of data fields on the workspace
• E.Create workspace rules to hide unused tabs when the workspace loads.