Oracle Oracle Certifications 1Z0-325 Questions & Answers

• Question 31:

  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

  Correct Answer: BD

• Question 32:

  What is the maximum number of special characters that can be required in a password in addition to having lower and uppercase letters, two numbers, and a maximum character length of 10?

  A. 8

  B. 1

  C. 6

  D. 3

  E. 5

  Correct Answer: B

• Question 33:

  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.

  Correct Answer: ABD

• Question 34:

  You want to implement a privileged list of answers on the customer portal but answers with the Access Level you have created are showing up for all customers.

  

  What change can you make with the Answer Access Level shown to make it function correctly?

  A. There are too many access levels. One of those needs to be removed.

  B. The access level being created should not have the "Visible" check box selected.

  C. Nothing is wrong with the configuration set on the picture, so no changes are needed.

  D. Only the label of the access level needs to be inserted and then saved.

  Correct Answer: B

• Question 35:

  You have set up a business rule auto response with standard text to send an email to customers when they select specific categories while asking a question on the customer portal page.

  When you activate the new business rule, your standard text for the email starts showing up with the Smart Assistant responses on the customer portal when a customer is submitting a question.

  How do you resolve this?

  A. Update the business rule that sends the auto response to "If Incidents.category not equal Smart Assistant."

  B. Change the business rule that creates the Smart Assistant Response to "If Incident.Source equals Ask a Question."

  C. Change the business rule that creates the auto response to "If Incident.Source equals Ask a Question."

  D. Change the business rule that creates the auto response to "If incident.source equals Ask a Question or Incident.Source equals Smart Assistant on Ask a Question."

  E. Change the business rule that creates the Smart Assistant Response to "If Incident.Source equals Smart Assistant on Ask a Question."

  Correct Answer: A

• Question 36:

  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.

  Correct Answer: AB

• Question 37:

  Which incident field is designed to be used by your customer to standardize tracking of how incidents are resolved?

  A. SLA Instance

  B. Response Message

  C. Severity

  D. Disposition

  E. Source

  Correct Answer: D

• Question 38:

  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.

  Correct Answer: BCEF

• Question 39:

  An incident needs to be assigned manually to an agent who is not listed on the assignment field menu. Which three options do you need to verify so that the agent's name is displayed? (Choose three.)

  A. Check if a business rule is removing the agent's name from the assignment field.

  B. Check if the agent has an active (not disabled) user account.

  C. Verify if a workspace rule is hiding the agent's name from the assignment field menu.

  D. Verify in the agent's profile if the option "Appear in Menus" is selected.

  E. Verify that the agent is part of a distribution list.

  Correct Answer: BCE

• Question 40:

  You have been asked to configure an automatic email response to new incidents.

  The email should be sent whenever an Incident is submitted with a category of "credit" and it should send

  a personalized credit letter to the customer.

  Identify three items that are needed to support this requirement. (Choose three.)

  A. Send Receipt Email.

  B. Append Response Template to Notes Field.

  C. Send Email Response to Sender.

  D. Create a credit letter in Standard Text that uses variables for name and address.

  E. Escalate to Level Credit.

  F. Email Incident Information.

  G. Append Response Template to Response Field.

  Correct Answer: CDG