Oracle 1Z0-325 Online Practice Questions and Exam Preparation

Oracle 1Z0-325 Online Questions & Answers

• Question 11:

  Your customer was reviewing published answers in their knowledgebase.

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

  What step is required to eliminate the individual irrelevant answers?

  A. Block the irrelevant answers from Learned Links.
  B. Remove the related answers widget from the Customer Portal page.
  C. Remove the irrelevant answers from manually related answers.
  D. Delete the irrelevant answers from Sibling Answers.
  A. Block the irrelevant answers from Learned Links.

• Question 12:

  A customer wants to change the following text on the receipt and ask submit page:

  "Thanks for submitting your question. Use this reference number for follow up:#120728-000001

  A member of our support team will get back to you soon.

  If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it."

  Which two actions will allow you to identify the correct message base item if you did not know which message base you need to edit? (Choose two.)

  A. Submit an incident to customer care.
  B. Look for the message in the receipt email body.
  C. Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
  D. Run a message base report and search for the text string you want to change.
  B. Look for the message in the receipt email body.
  C. Identify the customer portal page that includes the text you want to change and identify the message base from within the code.

• Question 13:

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

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

• Question 14:

  Your client decides not to use Groups when setting up staff accounts.

  You are positive that groups should be set up. Therefore, you need to explain the advantages to your client.

  Select two advantages of setting up groups. (Choose two.)

  A. routing incidents to groups with business rules
  B. assigning incident queues to a Group
  C. displaying group performance with analytics reports
  D. deactivating staff groups
  B. assigning incident queues to a Group
  D. deactivating staff groups

• Question 15:

  Your customer runs a 24/7 call center and has a policy stating that incidents that aren't 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? (Choose two.)

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

• Question 16:

  Which three actions must be performed to be able to configure Social Monitor? (Choose three.)

  A. Set up a Social Monitor search schedule.
  B. Add or update a list of favorites.
  C. Add or update staff accounts to use profiles that include Social Monitor permissions.
  D. Add or update profiles to include permission to add Themes and Clustering.
  E. Add or update profiles to include Social Monitor permissions.
  F. Add or update navigation sets to include the Social Monitor navigation button and component.
  C. Add or update staff accounts to use profiles that include Social Monitor permissions.
  E. Add or update profiles to include Social Monitor permissions.
  F. Add or update navigation sets to include the Social Monitor navigation button and component.

• Question 17:

  Identify the four guidelines that are relevant with regard to web accessibility. (Choose four.)

  A. Ensure all alternate text is unused.
  B. Provide multiple methods for finding content.
  C. Ensure no underlined content exists.
  D. Avoid background sound.
  E. Support increased text sizes.
  F. Ensure color alone is not used to convey content.
  B. Provide multiple methods for finding content.
  D. Avoid background sound.
  E. Support increased text sizes.
  F. Ensure color alone is not used to convey content.

• Question 18:

  Your customer has two types of end customers that will be visiting their knowledgebase website: public customers and registered customers. They would like to present additional knowledgebase answers to the registered customers.

  Choose the three statements required to set up this type of environment. (Choose three.)

  A. Create a special public answer status for the registered customer answers.
  B. Ensure registered customers sign in to the knowledgebase website.
  C. Set up an access level without customer visibility and assign it to the registered customer answers.
  D. Create special Products and Categories for the registered customer answers.
  E. Set up an access level without customer visibility and assign it to all the customer answers.
  F. Ensure each registered Customer has the correct service level with this access level assigned to their account.
  B. Ensure registered customers sign in to the knowledgebase website.
  C. Set up an access level without customer visibility and assign it to the registered customer answers.
  F. Ensure each registered Customer has the correct service level with this access level assigned to their account.

• Question 19:

  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. (Choose two.)

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

• Question 20:

  Your customer has a report that seems to be showing a variety of duplicate records. You checked the filters and they are correct. You checked the database and there are not duplicate records in the database that correspond to the duplicates that the report is showing.

  How would you resolve this issue?

  A. Add an additional report filter around the field that seems to be duplicating.
  B. Create a Group Filter in the Level menu options.
  C. Create a Level Filter in the Level menu options.
  D. Add a roll-up element to the report.
  E. Add a data slice element to the report.
  F. Select Group Results in the Level menu options
  D. Add a roll-up element to the report.