Oracle 1Z0-325 Online Practice Questions and Exam Preparation

Oracle 1Z0-325 Online Questions & Answers

• Question 51:

  Your customer has single Service Level Agreement and applies the Service Level Agreement called Reseller when a contact is a reseller of their services.

  These end customers often have their own ticketing system, and in order to capture the reseller's ticket number, the customer has requested that their Ask page be updated to include an External Ticket Number custom field only when the

  logged in contact has a Service Level Agreement that only a reseller would have.

  Which two widgets or tags are used to complete your customer's request? (Choose two.)

  A. Use the "FormInput" widget.
  B. Use the "Conditional" tag with an "sla" attribute.
  C. Use the "FormInputCustom" widget.
  D. Use the "FormSubmit" widget.
  E. Use the "Field" tag with the "name" attribute.
  B. Use the "Conditional" tag with an "sla" attribute.
  E. Use the "Field" tag with the "name" attribute.

• Question 52:

  Your client wants to measure agent performance based on feedback from their end customers.

  If their end customer provides negative feedback, their incident needs to be reopened automatically.

  Identify three tasks to fulfill these requirements. (Choose three.)

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

• Question 53:

  When an agent handles a product return incident, they require the ability to go through a series of questions to determine the appropriate answer/response.

  You determine this would best be solved using guided assistance which is automatically launched when a specific category is selected by an agent.

  Which three steps are required to implement this solution? (Choose three.)

  A. Create a guide that takes the agent step by step to the relevant answers that the agent needs for a product return.
  B. Add the guide to an answer in the answer workspace.
  C. Add a workspace rule that has a trigger for when a Guide is Finished.
  D. Add an Answer Display Control to the incident workspace.
  E. Add a Guided Assistance Control to the incident workspace.
  F. Create a workspace rule that invokes a guide based on "a field has a certain value."
  G. Create a business rule that starts a guide.
  B. Add the guide to an answer in the answer workspace.
  D. Add an Answer Display Control to the incident workspace.
  F. Create a workspace rule that invokes a guide based on "a field has a certain value."

• Question 54:

  Your customer has a number of custom fields that are no longer in use and would like to repurpose them for a new initiative.

  Which set of custom field properties can you change as part of the repurpose work?

  A. Column Name / Index / Interface Visibility / Notes
  B. End-User Visibility / Data Type / Notes
  C. Index / Size of Field / Hint / End-User Visibility
  D. Label / Column Name / Data Type / Default Value
  E. Column Name / Default Value / Hint / Notes
  D. Label / Column Name / Data Type / Default Value

• Question 55:

  Your customer would like to automatically create incidents for any comments created on Social Media sites.

  Which two Social Media options are available to create incidents in Oracle Service Cloud? (Choose two.)

  A. Google Plus Comments
  B. Instagram Comments
  C. Facebook Public Personal Page Comments
  D. Twitter Public Comments
  E. YouTube Comments
  F. Twitter Private Messages
  G. Facebook Fan Page Comments
  C. Facebook Public Personal Page Comments
  D. Twitter Public Comments

• Question 56:

  After an implementation of a Chinese knowledge base, your customer notices there are some search terms that are not found when searching through the knowledgebase under any use case.

  You have verified that there are answers for the search terms being searched, but you also verify that answers are not being returned correctly. Identify the configuration change you would make to mitigate this problem.

  A. Update answer keywords
  B. Verify that all sections of the target answer(s) contain the search terms you're looking for.
  C. Create hidden div tags inside the answer's question section to promote the matching of a given target search term that isn't being matched.
  D. Create entries for the word and its syntax in the dictionary file.
  E. Create alias and thesaurus entries with the correct target search terms.
  D. Create entries for the word and its syntax in the dictionary file.

• Question 57:

  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 have different colors and branding, such as logos.

  Which option allows for a consistent layout and dynamic branding?

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

• Question 58:

  You have been asked to create a customized workflow for a customer's agents. You perform these steps: Which three customer requirements were fully met by the steps taken? (Choose three.)

  A. Each agent's profile will determine which workflow(s) are available to them.
  B. All text must be scanned for negative Smart Sense scores and routed accordingly to the correct agent group's queue.
  C. Incidents received from Ask a Question must be checked for any custom field data.
  D. The workflow must be performed without prompting from the agent.
  A. Each agent's profile will determine which workflow(s) are available to them.
  B. All text must be scanned for negative Smart Sense scores and routed accordingly to the correct agent group's queue.
  D. The workflow must be performed without prompting from the agent.

• Question 59:

  You are working with a client to set up a new chat channel for their agents. Which four features would you configure in the chat workspace options? (Choose four.)

  A. Wrap Up Time.
  B. Prompt the agent to enter wrap up mode.
  C. Set Absent Interval for how long to wait without a response.
  D. Set the queue wait time interval.
  E. Create/associate related incident at the beginning of chat.
  F. Set Status to Solved for incidents created automatically.
  G. Set the Warning time for when to notify an agent when a response is received.
  A. Wrap Up Time.
  B. Prompt the agent to enter wrap up mode.
  E. Create/associate related incident at the beginning of chat.
  F. Set Status to Solved for incidents created automatically.

• Question 60:

  Your customer has asked you to create a report that shows all incidents opened within the past month. The report should show the following columns: Which two functions are needed in the expressions to create the three columns? (Choose two.)

  A. NVL
  B. AVG
  C. IF
  D. DECODE
  E. SUM
  B. AVG
  E. SUM