1Z0-325 Online Practice Questions and Answers

Which two special characters can be used as wildcard values when searching for Key values in the configuration settings? (Choose two.)

A. ^

B. @

C. !

D. #

E. $

F. %

G. and

H. *

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

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.

Your customer supports three different brands and needs to be able to send and receive emails using differently branded emails.

The end customers may not know that the three brands are supported by the same company or that the Oracle RightNow CX Cloud Service is being used.

Identify the three configurations that must be made to enable this requirement. (Choose three.)

A. Use the custhelp.com email address as the Reply To address.

B. Create three service mailboxes on the console, and use SMTP forwarding from your customer's mail server.

C. Use SMTP Forwarding from your customer's mail server to the default service mailbox.

D. Use the Friendly From/ Branded Address.

E. Use your customer's branded email address as the Reply To address.

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.

Your customer has decided to enable an existing Custom Object to be used by the new "Tech Support" profile.

Which two options outline the steps that will enable the "Tech Support" profile to utilize the custom object? (Choose two.)

A. Update profile permissions/deploy custom object/add to workspace

B. Update custom object permissions/update profile permissions/deploy custom object

C. Update custom object permissions/deploy custom object/add to workspace

D. Update profile permissions/add to workspace

E. Update custom object permissions/add to workspace

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.

Your customer wants you to separate their contact records by department.

You determine that to enable this functionality, you need to implement a new custom field, and that the field will need to be available to agents to enter and maintain the values.

Select the four steps to accomplish this. (Choose four.)

A. Create a navigation set that includes the "department" custom field.

B. Create a "department" custom field in the incident table.

C. Set the custom field data type to Text Field.

D. Update the Contact Workspace with the new "department" custom field.

E. Create a "department" custom field in the contact table.

F. Add a name and a column name for the new custom field.

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

When an incident is opened, your customer would like to have different incident workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page.

When designing the workflow used to complete this requirement, which three elements are necessary? (Choose three.)

A. Decision

B. Load

C. Entry Point

D. Set Fields

E. Workspace

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.

Your customer wants to set CI_HOURS to 720 but they don't want to notify customers when the incident status automatically changes.

Which Contact Email Message should be turned off?

A. Incident Solved

B. Incident Waiting

C. Incident Closed

D. Incident Unresolved

E. Question Receipt

F. Rule Email

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

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.

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.