Oracle 1Z0-325 Online Practice Questions and Exam Preparation

Oracle 1Z0-325 Online Questions & Answers

• Question 31:

  Your customer has performed a search on the knowledgebase and has stated that they are getting strange results. Every time they search for the word "widget" the correct answer appears as the 10th answer on the search results and not at the top of the first page.

  How can you increase the value of the word "widget" in the knowledgebase search results?

  A. Set the display position to "Place at top."
  B. Assign all products and categories to the knowledgebase answer.
  C. Set the display position to "Fix at top."
  D. Add the search term to the keyword field of the knowledgebase answer.
  D. Add the search term to the keyword field of the knowledgebase answer.

• Question 32:

  Select two true statements about chat. (Choose two.)

  A. Before you can delete a chat session queue that is used in a business rule, you must first edit the rules so they no longer use the queue.
  B. A guided assistance control is not available in a custom chat workspace.
  C. To maintain all chat records, change the agedatabase setting CHATS_PURGE_DAYS to 0.
  D. Variables cannot be used.
  E. If the transfer option is enabled, a chat can be transferred to a queue or another agent.
  D. Variables cannot be used.
  E. If the transfer option is enabled, a chat can be transferred to a queue or another agent.

• Question 33:

  You have set up a business rule auto response with standard text to send an email to customers when they select specific categories while asking a question on the customer portal page.

  When you activate the new business rule, your standard text for the email starts showing up with the Smart Assistant responses on the customer portal when a customer is submitting a question.

  How do you resolve this?

  A. Update the business rule that sends the auto response to "If Incidents.category not equal Smart Assistant."
  B. Change the business rule that creates the Smart Assistant Response to "If Incident.Source equals Ask a Question."
  C. Change the business rule that creates the auto response to "If Incident.Source equals Ask a Question."
  D. Change the business rule that creates the auto response to "If incident.source equals Ask a Question or Incident.Source equals Smart Assistant on Ask a Question."
  E. Change the business rule that creates the Smart Assistant Response to "If Incident.Source equals Smart Assistant on Ask a Question."
  A. Update the business rule that sends the auto response to "If Incidents.category not equal Smart Assistant."

• Question 34:

  Some chat agents need more time between chats. What are three ways to accomplish this? (Choose three.)

  A. Agent adjusts Stagger Incoming Chats (Seconds) in Options Communication Center.
  B. Administrator increases the wrap up time.
  C. Agents increases Max Chat sessions.
  D. Administrator sets chat workspace to close automatically after chat terminates.
  E. Agent declines a chat offered.
  A. Agent adjusts Stagger Incoming Chats (Seconds) in Options Communication Center.
  C. Agents increases Max Chat sessions.
  D. Administrator sets chat workspace to close automatically after chat terminates.

• Question 35:

  Select two statements that describe reasons why you would link products to categories. (Choose two.)

  A. It simplifies reporting on answers and incidents products and categories.
  B. It allows filtered product and category lists when creating answers.
  C. It allows filtering of category, based on the product selected on customer portal pages.
  D. It allows filtering of category, based on the product selected on incident workspaces.
  B. It allows filtered product and category lists when creating answers.
  D. It allows filtering of category, based on the product selected on incident workspaces.

• Question 36:

  You are creating several new standard text entries and want to use variables in your standard text.

  What is the difference between "Variable" and "$"?

  A. $ allows the agent to enter a value and Variable is a fixed value.
  B. $ pulls in a dynamic value from the database and Variable allows the agent to enter a value.
  C. Variable is a fixed value and $ pulls in a dynamic value from the database.
  D. Variable pulls in a dynamic value from the database and $ allows the agent to enter a value.
  E. Variable pulls in a dynamic value from the database and $ is a fixed variable.
  B. $ pulls in a dynamic value from the database and Variable allows the agent to enter a value.

• Question 37:

  You have been asked to configure an automatic email response to new incidents.

  The email should be sent whenever an Incident is submitted with a category of "credit" and it should send a personalized credit letter to the customer.

  Identify three items that are needed to support this requirement. (Choose three.)

  A. Send Receipt Email.
  B. Append Response Template to Notes Field.
  C. Send Email Response to Sender.
  D. Create a credit letter in Standard Text that uses variables for name and address.
  E. Escalate to Level Credit.
  F. Email Incident Information.
  G. Append Response Template to Response Field.
  C. Send Email Response to Sender.
  D. Create a credit letter in Standard Text that uses variables for name and address.
  G. Append Response Template to Response Field.

• Question 38:

  Identify the three options available on the deployment manager screen in customer portal. (Choose three.)

  A. Rollback
  B. Stage
  C. Develop
  D. Production
  E. Promote
  A. Rollback
  B. Stage
  E. Promote

• Question 39:

  During your customers' busiest hours, it is common for a supervisor to move agents from one queue to another to attend to more critical incidents.

  Which four options allow the supervisor to meet this Requirement? (Choose four.)

  A. The supervisor could include or exclude queues from the agent's profile and the agent can log out and log back in.
  B. The supervisor adds a business rule that sets the queue.
  C. The supervisor could manually change the queue of a group of incidents to the queue the agents are working.
  D. Agents have access to a custom report that can filter and display all queues as directed by the supervisor.
  E. The supervisor can delete a queue, so any incidents in that queue will requeue.
  F. Agents can remove SLAs from the Organization records.
  G. Agents can log out of the console and log in again with a different user account with access to the needed queue.
  A. The supervisor could include or exclude queues from the agent's profile and the agent can log out and log back in.
  B. The supervisor adds a business rule that sets the queue.
  C. The supervisor could manually change the queue of a group of incidents to the queue the agents are working.
  G. Agents can log out of the console and log in again with a different user account with access to the needed queue.

• Question 40:

  You are updating the "Salesman" profile in a site where a new custom object has been created called CO.Salesman.

  Your customer has requested their salesmen update records in this Custom Object from the agent desktop.

  What two settings in the "Salesman" profile have to be updated to allow them this access? (Choose two.)

  A. Update the workspace for Opportunities.
  B. Add a workspace for the Salesman Custom Object.
  C. Add a custom report display Custom Object details.
  D. Custom Objects Tab: Select the Read check box for Package Name "CO" and Object Name "Salesman".
  E. Contacts Tab: Select the Edit check box for Sales.
  F. Custom Objects Tab: Select the Update check box for Package Name "CO" and Object Name "Salesman".
  G. Sales Tab: Select the Edit check box for Opportunities.
  E. Contacts Tab: Select the Edit check box for Sales.
  F. Custom Objects Tab: Select the Update check box for Package Name "CO" and Object Name "Salesman".