Oracle 1Z0-325 Online Practice Questions and Exam Preparation

Oracle 1Z0-325 Online Questions & Answers

• Question 21:

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

  None of the recipients 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? (Choose two.)

  A. Update the permissions for the report to include the executive team.
  B. Create a dashboard for the report.
  C. Create and add the distribution list to the schedule.
  D. Set up staff accounts for the executive team.
  E. Send a notification to the executive team that the report is available.
  F. Create a schedule record for the report.
  A. Update the permissions for the report to include the executive team.
  B. Create a dashboard for the report.

• Question 22:

  View the exhibit.

  

  Your customer has "Gold" level SLAs being applied to certain organizations according to organization rules.

  After six months, the business decides to change the response time: instead of responding in 24 hours your agents need to respond within eight business hours.

  You modify the "Gold" SLA to reflect this change but you notice that the SLA reports are still using a 24-hour response time.

  Which statement is correct?

  A. You have not activated the rules so the updated SLAs are not being applied.
  B. Your site has been corrupted with the "Gold" SLA.
  C. Updating the SLA will not automatically update the organization's SLA instance.
  D. The SLA reports will need to be modified to use the new SLA.
  A. You have not activated the rules so the updated SLAs are not being applied.

• Question 23:

  Which three statements are true about the Oracle Service Cloud File menu? (Choose three.)

  

  A. provides an exit from the application
  B. provides quick access to any of the interfaces that may be available for an agent
  C. can contain a shortcut for adding new records such as Contacts or Incidents
  D. provides context-sensitive help for the agent
  E. can include shortcuts to commonly used reports
  A. provides an exit from the application
  B. provides quick access to any of the interfaces that may be available for an agent
  D. provides context-sensitive help for the agent

• Question 24:

  An agent starts a chat conference. What must the agent do to leave the conference open between the customer and a second agent?

  A. The original agent can exit the chat as soon as the new agent accepts the conference.
  B. The customer must agree to new agent.
  C. The original agent must transfer the lead role.
  D. The original agent cannot leave the conference without closing the chat.
  C. The original agent must transfer the lead role.

• Question 25:

  Your customer has linked products and dispositions together on their site. On the agent's incident workspace the list of dispositions is not being filtered. Select the two actions that will assist in troubleshooting this issue. (Choose two.)

  A. The client has not refreshed the incident in the incident workspace.
  B. The incident workspace does not have a filter workspace rule assigned.
  C. Your customer's agents must log out and log back in.
  D. The Auto-Build product-disposition links is not selected.
  E. The enable product-disposition linking is not selected.
  C. Your customer's agents must log out and log back in.
  E. The enable product-disposition linking is not selected.

• Question 26:

  Identify the seven data types that are available as custom fields. (Choose seven.)

  A. Multi Select Menu
  B. Float
  C. Menu
  D. Text Field
  E. Date/Time
  F. Currency
  G. Date Field
  H. Text Area
  I. Integer
  J. Yes/No
  C. Menu
  D. Text Field
  E. Date/Time
  G. Date Field
  H. Text Area
  I. Integer
  J. Yes/No

• Question 27:

  Your customer wants to send out a post incident survey using a business rule.

  Which two options would prevent them from completing their rule? (Choose two.)

  A. The rule contained a Send Email Response to Sender action within the Then statement.
  B. No transactional survey has been created, so the "Send Transaction Survey" action is not available.
  C. A "Transition State" action was added in the rule before the "Send Transaction Survey" was added so the action button is no longer available.
  D. The "IF" condition section includes a check of the previous status.
  E. The rule was created in a function state as opposed to a normal rule state.
  A. The rule contained a Send Email Response to Sender action within the Then statement.
  D. The "IF" condition section includes a check of the previous status.

• Question 28:

  Your customer's "Chat Survey Score" report contains valid records; however, all of the average scores seem to be zero. Which two steps will correct this? (Choose two.)

  A. adding values to the Score field in the Survey Questions
  B. ensuring the survey questions are included in the "Chat Survey Score" report
  C. updating the filters in the report
  D. changing the survey questions to a Matrix type
  E. changing the format of the Average Score
  D. changing the survey questions to a Matrix type
  E. changing the format of the Average Score

• Question 29:

  Your client wants to bring all contact records from the old system into Oracle Service Cloud.

  Every time a contact record is created, an email message is sent to notify this contact that a new account was created for them. The contacts do not want these notifications.

  Because you are about to load a large number of contact records, which requirement is essential to prevent emails from being sent?

  A. A message template must be created to alert the user about this registration process.
  B. The message template "Finish Account Creation" must be switched off before the contacts are loaded.
  C. A new, temporary, business rule needs to be created to prevent the emails from being sent.
  D. Fake email addresses need to be placed instead of the correct one.
  B. The message template "Finish Account Creation" must be switched off before the contacts are loaded.

• Question 30:

  Your customer would like to classify their incidents by the hierarchy of services they provide, and will route customer web form incidents to agents according to the type of help selected and by service in the hierarchy. Select the two statements that would satisfy these requirements. (Choose two.)

  A. Use the category field to identify the customer's incident type of help, and an incident custom field to identify the services.
  B. Use the product field to identify the services and an incident custom field to identify the customer's incident type of help.
  C. Use the product field to identify the services and the category field to identify the customer's incident type of help.
  D. Use the product field to identify the services and the disposition field to identify the customer's incident type of help.
  B. Use the product field to identify the services and an incident custom field to identify the customer's incident type of help.
  D. Use the product field to identify the services and the disposition field to identify the customer's incident type of help.