Oracle Oracle Certifications 1Z0-325 Questions & Answers

• Question 21:

  Your customer has a report that seems to be showing a variety of duplicate records. You checked the filters and they are correct. You checked the database and there are not duplicate records in the database that correspond to the duplicates that the report is showing.

  How would you resolve this issue?

  A. Add an additional report filter around the field that seems to be duplicating.

  B. Create a Group Filter in the Level menu options.

  C. Create a Level Filter in the Level menu options.

  D. Add a roll-up element to the report.

  E. Add a data slice element to the report.

  F. Select Group Results in the Level menu options

  Correct Answer: D

• Question 22:

  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.

  Correct Answer: ABCG

• Question 23:

  Your client wants to provide users with an Overview Answer that contains links to drill down to more detailed information if the user is interested.

  The drilldown Answers should not be included in any search results.

  How should the drilldown Answers be configured so that they can be linked to, but won't be displayed in search results?

  A. Set the Access Level to "Help" for the drilldown Answers and save them with a Public status.

  B. Save the drill-down Answers with a Draft status.

  C. Create a special Public status named "Hidden". Save the drill-down Answers with the "Hidden" status.

  D. Enter the drilldown information as Conditional Sections of the Overview Answer. Set the Access Level for those Conditional Sections to the "Help" Access Level. Save the Answer with a Public status.

  Correct Answer: D

• Question 24:

  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.

  Correct Answer: ACD

• Question 25:

  Your client wants to bring all contact records from the old system into Oracle Service Cloud.

  Every time a contact record is created, an email message is sent to notify this contact that a new account was created for them. The contacts do not want these notifications.

  Because you are about to load a large number of contact records, which requirement is essential to prevent emails from being sent?

  A. A message template must be created to alert the user about this registration process.

  B. The message template "Finish Account Creation" must be switched off before the contacts are loaded.

  C. A new, temporary, business rule needs to be created to prevent the emails from being sent.

  D. Fake email addresses need to be placed instead of the correct one.

  Correct Answer: B

• Question 26:

  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.

  Correct Answer: D

• Question 27:

  View the exhibit.

  

  Your customer has "Gold" level SLAs being applied to certain organizations according to organization rules.

  After six months, the business decides to change the response time: instead of responding in 24 hours your agents need to respond within eight business hours.

  You modify the "Gold" SLA to reflect this change but you notice that the SLA reports are still using a 24hour response time.

  Which statement is correct?

  A. You have not activated the rules so the updated SLAs are not being applied.

  B. Your site has been corrupted with the "Gold" SLA.

  C. Updating the SLA will not automatically update the organization's SLA instance.

  D. The SLA reports will need to be modified to use the new SLA.

  Correct Answer: A

• Question 28:

  Your customer has linked products and dispositions together on their site. On the agent's incident workspace the list of dispositions is not being filtered.

  Select the two actions that will assist in troubleshooting this issue. (Choose two.)

  A. The client has not refreshed the incident in the incident workspace.

  B. The incident workspace does not have a filter workspace rule assigned.

  C. Your customer's agents must log out and log back in.

  D. The Auto-Build product-disposition links is not selected.

  E. The enable product-disposition linking is not selected.

  Correct Answer: CE

• Question 29:

  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

  Correct Answer: DE

• Question 30:

  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

  Correct Answer: BCD