Online Access Free 1Z0-465 Practice Test

Which incident field is designed to be used by your customer to standardize tracking of how incidents are resolved?

• A.SLA Instance
• B.Disposition
• C.Severity
• D.Response Message
• E.Source

Your customer wants to measure agent performance based on feedback from their end customers.
If you end customer provides negative feedback, their incident needs to be reopened automatically. Identify three tasks to fulfill these requirements.

• A.Assign score to the survey questions and set the status field based on the values of the responses.
• B.Create a broadcast survey.
• C.Create a new queue for unhappy customers.
• D.Create a transactional survey.
• E.Set an incident business rule to send the survey when an incident is closed.
• F.Schedule a survey to run on a daily basis.
• G.Create a report of survey responses.

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.Non Selectable Filters
• C.Schedules
• D.Column Headings
• E.Graphs
• F.Permissions

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

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