Oracle 1Z0-325 Online Practice Questions and Exam Preparation

Oracle 1Z0-325 Online Questions & Answers

• Question 61:

  Your customer has asked you to fulfill a list of requirements for their incident workspace.

  The customer has explained that the following constraints will be in place:

  Requirements:

  They have asked that no customization be part of the new workspace.

  Identify three requirements that are met using standard product features within the workspace. (Choose three.)

  A. After the product has been set in the workspace, open up the applicable tab automatically for the agent to view.
  B. Create tabs for each product linking to the product information page on the customer's website.
  C. Capture the Last and First names from the email text and map them to contacts.last_name and contacts.first_name fields.
  D. Capture the "Product" field from the email and populate the product in the incidents.prod_id field.
  E. Create a tab with "Risk Management" data consisting of custom fields and custom object data, and hide it from all standard agents.
  A. After the product has been set in the workspace, open up the applicable tab automatically for the agent to view.
  B. Create tabs for each product linking to the product information page on the customer's website.
  D. Capture the "Product" field from the email and populate the product in the incidents.prod_id field.

• Question 62:

  An agent has mistakenly closed their quick search menu and it is no longer displayed on their desktop. Which two paths are required to display the quick search navigation again? (Choose two.)

  A. File Menu/Links
  B. Navigation Pane/Quick Search
  C. File Menu/Options
  D. Tools Menu/Quick Search
  E. Configuration/Application Appearance
  B. Navigation Pane/Quick Search
  D. Tools Menu/Quick Search

• Question 63:

  Your client has VIP customers (all of which have a custom contact field of VIP set to 'Yes'). They want to offer these customers a higher priority service on Chat.

  You intend to do this with a VIP queue.

  Which three steps do you also need to perform? (Choose three.)

  A. Set the Pull Policy to manual.. Create chat rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.
  B. Add the VIP queue to the profile of the agents that are taking chats.
  C. Move the VIP queue to the top of the queue list.
  D. Create incident rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.
  E. Create a rule to set an SLA.
  B. Add the VIP queue to the profile of the agents that are taking chats.
  C. Move the VIP queue to the top of the queue list.
  D. Create incident rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.

• Question 64:

  Your customer would like a report that details out the response and resolution times of all their agents.

  Select the five steps that will configure the system to meet your customer's reporting requirements. (Choose five.)

  A. Set the Response Time Variable to 1440 minutes in Variables.
  B. Set the Response Time Variable to 5 minutes in Variables.
  C. Add National Holidays to the system in Holidays.
  D. Set the Resolution Time to 1440 minutes in Response Requirements.
  E. Set the working hours Service Intervals in Response Requirements.
  F. Edit the incident reports to include their Response Requirements.
  G. Set the Response Time to 5 minutes in Response Requirements.
  H. Select the Holidays Observed in Response Requirements.
  D. Set the Resolution Time to 1440 minutes in Response Requirements.
  E. Set the working hours Service Intervals in Response Requirements.
  F. Edit the incident reports to include their Response Requirements.
  G. Set the Response Time to 5 minutes in Response Requirements.
  H. Select the Holidays Observed in Response Requirements.

• Question 65:

  Your customer has a special business process where their agents will put incidents into a waiting status for a period of one week on a regular basis.

  Your customer would like these incidents to remain in the waiting status until the agent has finished researching the incident(s).

  Your customer does not want these incidents to close until 7 calendar days have passed.

  Which configuration setting needs to be modified from its default value in order to prevent the system from closing the waiting incident automatically?

  A. PURGE_DELETE_INCIDENTS
  B. DORMANT_INCIDENTS
  C. CI_WAITING_CALC_DAYS
  D. CI_HOURS
  E. MYQ_REOPEN_DEADLINE
  C. CI_WAITING_CALC_DAYS
  D. CI_HOURS

• Question 66:

  Your customer would like to run incident reports with up to five years of data on incidents and activity for a given agent regardless of whether an agent has left the company.

  Your customer reuses licenses after staff members leave the company and will need to continue that practice.

  Your customer is not sure what they need to do to keep from deleting data for agents that have left the company.

  Identify which option would allow your customer to administer the staff accounts to enable the reporting abilities they require.

  A. Disabled from Assignment
  B. Disabled from Assignment and Report Filters
  C. Permanently Disabled
  D. Do not disable, but lock the staff account.
  E. Reassign the old incidents to another staff account called Former Employee.
  A. Disabled from Assignment

• Question 67:

  When building an agent script with the pages and page structure as shown below, you need to take an agent from Page 3 to Page 1. There is no navigation menu in the script because you are controlling it with rules. Which two rule actions can be used to meet this requirement? (Choose two.)

  

  A. Page Rule: Go to previous page
  B. Page Rule: Go to certain page
  C. Script Rule: Fire an Exit event
  D. Page Rule: Go to next page
  E. Page Rule: Go to beginning of script
  F. Script Rule: Fire a name event
  C. Script Rule: Fire an Exit event
  F. Script Rule: Fire a name event

• Question 68:

  Your customer has team leads who are responsible for creating business rules and managing staff accounts. However, they should not be allowed to create or modify any profiles.

  Which two options can be used to configure the Navigation Set for these team leads? (Choose two.)

  A. Add the Configuration items of Rules and the Staff Account by Group report into the Home Tab and remove the default Navigation Set.
  B. Keep the default Configuration Items in the Navigation Set and let the profile handle this.
  C. Create a navigation set that only has "Rules" and all "Staff Management" items in the Navigation Set.
  D. Add the Configuration items of Workspaces/ Workflows, Rules and the Staff Account by Group report into the Home Tab and remove the default Navigation Set.
  C. Create a navigation set that only has "Rules" and all "Staff Management" items in the Navigation Set.
  D. Add the Configuration items of Workspaces/ Workflows, Rules and the Staff Account by Group report into the Home Tab and remove the default Navigation Set.

• Question 69:

  Your customer ships packages directly to customers using a trackable shipping method.

  When an order is shipped, a tracking number is saved in an incident custom field.

  In order to quickly respond to customers' questions about shipping status, your customer has requested that a hyperlink control be available on the incident workspace that will load the tracking details of the package associated with the

  incident when clicked.

  The custom field details are below:

  The URL your customer has provided for tracking is https://widgetshippers.com/trackyourpackage?id=

  Of the available options, select the one that satisfies your customer's request.

  A. https://widgetshippers.com/trackyourpackage?id=$p_icf_87
  B. https://widgetshippers.com/trackyourpackage?id=incidents.c$tracking_id
  C. https://widgetshippers.com/trackyourpackage?id=c$tracking_id
  D. https://widgetshippers.com/trackyourpackage:id=incidents.c$tracking_id
  E. https://widgetshippers.com/trackyourpackage?id=$icf_c$tracking_id
  D. https://widgetshippers.com/trackyourpackage:id=incidents.c$tracking_id

• Question 70:

  Your customer has two different types of end customers that will be visiting their knowledgebase: free account and paid account.

  They would like to present additional content inside the knowledgebase answers for paid account customers.

  Choose two items that are required to set up this type of environment. (Choose two.)

  A. Assign both access levels to the answer access level.
  B. Create a conditional section with the answer and select an access level without interface visibility.
  C. Assign the access level without interface to the answer.
  D. Create an access level without interface visibility.
  E. Create a conditional answer status and assign it to the answers.
  F. Create a conditional section with the answer and select an access level with interface visibility.
  A. Assign both access levels to the answer access level.
  F. Create a conditional section with the answer and select an access level with interface visibility.