Oracle Oracle Certifications 1Z0-325 Questions & Answers

• Question 11:

  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.

  Correct Answer: B

• Question 12:

  You are asked to identify how a question has been scored upon a search result.

  While researching the question, you identified possible answer attributes to review.

  Identify three items that affect the score of the answer and, therefore, should be reviewed. (Choose three.)

  A. Status

  B. Question

  C. Access Level

  D. Categories

  E. Summary

  Correct Answer: BDE

• Question 13:

  Identify the four guidelines that are relevant with regard to web accessibility. (Choose four.)

  A. Ensure all alternate text is unused.

  B. Provide multiple methods for finding content.

  C. Ensure no underlined content exists.

  D. Avoid background sound.

  E. Support increased text sizes.

  F. Ensure color alone is not used to convey content.

  Correct Answer: BDEF

• Question 14:

  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.

  Correct Answer: CFG

• Question 15:

  You are working with multiple interfaces.

  Which four objects/items are shared across interfaces? (Choose four.)

  A. Configuration Settings

  B. Staff Accounts

  C. Navigation Sets

  D. Profiles

  E. Workspaces

  F. Reports

  G. Custom Objects

  H. Business Rules

  Correct Answer: BCDE

• Question 16:

  To manage widgets, you need to access the menu link "Widgets" on the Customer Portal Admin page shown in the picture below:

  

  Select three answers that match the options you expect to see when you click Widgets. (Choose three.)

  A. Widgets details

  B. Create a new widget

  C. Browse widgets

  D. Change widget version

  E. Syndicated widgets

  Correct Answer: BCE

• Question 17:

  Your customer wants agents to respond to specific product questions in a uniform manner.

  They interact with their customers through the customer portal, chat, and email. Some of the responses can be automated, so you set these responses as standard text.

  Which three standard text types can you use? (Choose three.)

  A. Category Text

  B. Chat URL

  C. Incident Text

  D. Chat Text

  E. Product Text

  F. Answer Text

  G. Rule Text

  H. End User Text

  Correct Answer: AEG

• Question 18:

  You are building an agent's Incident Script for your customer and they want to chain scripts together within a workflow.

  Which three features/functions will be carried over from one script and made available inside the next script? (Choose three.)

  A. Contact Fields

  B. Page Rules

  C. Incident Fields

  D. Fired Name Events

  E. Custom Fields

  F. the ability to use the Beginning button to go to the start of the first script

  G. answers to a radio button control

  Correct Answer: ACE

• Question 19:

  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

  Correct Answer: A

• Question 20:

  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

  Correct Answer: CD