Oracle Oracle Certifications 1Z0-325 Questions & Answers

• Question 51:

  Your customer had previously allowed their end customers to be able to submit incidents only via an email mailbox into Outlook.

  Now that they are deploying Customer Portal, they still need to allow emails to be submitted and have an incident created.

  What two items must be enabled to meet this requirement? (Choose two.)

  A. EGW_SECURE_UPDATE_ENABLED

  B. EGW_UPDATE_BY_CREATE

  C. EGW_ENABLED

  D. EGW_AUTO_CONT_CREATE

  E. EGW_SAVE_EMAIL_HEADERS

  Correct Answer: BD

• Question 52:

  Your customer has asked you to create a report that shows all incidents opened within the past month. The report should show the following columns:

  Which two functions are needed in the expressions to create the three columns? (Choose two.)

  A. NVL

  B. AVG

  C. IF

  D. DECODE

  E. SUM

  Correct Answer: BE

• Question 53:

  Which three actions must be performed to be able to configure Social Monitor? (Choose three.)

  A. Set up a Social Monitor search schedule.

  B. Add or update a list of favorites.

  C. Add or update staff accounts to use profiles that include Social Monitor permissions.

  D. Add or update profiles to include permission to add Themes and Clustering.

  E. Add or update profiles to include Social Monitor permissions.

  F. Add or update navigation sets to include the Social Monitor navigation button and component.

  Correct Answer: CEF

• Question 54:

  Your customer has single Service Level Agreement and applies the Service Level Agreement called Reseller when a contact is a reseller of their services.

  These end customers often have their own ticketing system, and in order to capture the reseller's ticket number, the customer has requested that their Ask page be updated to include an External Ticket Number custom field only when the logged in contact has a Service Level Agreement that only a reseller would have.

  Which two widgets or tags are used to complete your customer's request? (Choose two.)

  A. Use the "FormInput" widget.

  B. Use the "Conditional" tag with an "sla" attribute.

  C. Use the "FormInputCustom" widget.

  D. Use the "FormSubmit" widget.

  E. Use the "Field" tag with the "name" attribute.

  Correct Answer: BE

• Question 55:

  In which two sections of the Customer Portal is the Guided Assistance widget available for end customers? (Chose two)

  A. The answers detail page. Ask a Question

  B. The answers list page only

  C. Any page the customer wants it placed

  D. The popular answers list page

  E. They are only available when using smart assistant.

  Correct Answer: AD

• Question 56:

  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.

  Correct Answer: AF

• Question 57:

  Your customer would like to classify their incidents by the hierarchy of services they provide, and will route customer web form incidents to agents according to the type of help selected and by service in the hierarchy.

  Select the two statements that would satisfy these requirements. (Choose two.)

  A. Use the category field to identify the customer's incident type of help, and an incident custom field to identify the services.

  B. Use the product field to identify the services and an incident custom field to identify the customer's incident type of help.

  C. Use the product field to identify the services and the category field to identify the customer's incident type of help.

  D. Use the product field to identify the services and the disposition field to identify the customer's incident type of help.

  Correct Answer: BD

• Question 58:

  An agent starts a chat conference. What must the agent do to leave the conference open between the customer and a second agent?

  A. The original agent can exit the chat as soon as the new agent accepts the conference.

  B. The customer must agree to new agent.

  C. The original agent must transfer the lead role.

  D. The original agent cannot leave the conference without closing the chat.

  Correct Answer: C

• Question 59:

  Select two statements that describe reasons why you would link products to categories. (Choose two.)

  A. It simplifies reporting on answers and incidents products and categories.

  B. It allows filtered product and category lists when creating answers.

  C. It allows filtering of category, based on the product selected on customer portal pages.

  D. It allows filtering of category, based on the product selected on incident workspaces.

  Correct Answer: BD

• Question 60:

  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.

  Correct Answer: BCD