Oracle Oracle Certifications 1Z0-325 Questions & Answers

• Question 61:

  In a Customer Portal design session, the customer explains to you that they have multiple brands, and that they have multiple websites to reflect these brands.

  After reviewing the sites with the customer, you notice that each of the sites contain the same layout and content, but have different colors and branding, such as logos.

  Which option allows for a consistent layout and dynamic branding?

  A. Use a single template across all Customer Portal pages, and implement themes dynamically.

  B. Do not use a theme, and implement templates dynamically.

  C. Do not use a template, and implement themes dynamically.

  D. Use a single theme across all Customer Portal pages, and implement templates dynamically.

  Correct Answer: D

• Question 62:

  Your customer runs a 24/7 call center and has a policy stating that incidents that aren't solved by the end of an agent's shift should be moved out of that agent's inbox to be worked by another active agent.

  Which two actions will accomplish this? (Choose two.)

  A. The agent does a multi-edit update for all incidents in their inbox and changes the assigned field to null.

  B. The agent reassigns each incident to another agent before they log off.

  C. Add a business rule that when an agent logs out, the Assigned field should be set to null for any unresolved incidents for that agent.

  D. Create a workspace rule that sets the Assigned field to null when an agent logs out.

  Correct Answer: BC

• Question 63:

  When building an agent script with the pages and page structure as shown below, you need to take an agent from Page 3 to Page 1. There is no navigation menu in the script because you are controlling it with rules.

  Which two rule actions can be used to meet this requirement? (Choose two.)

  

  A. Page Rule: Go to previous page

  B. Page Rule: Go to certain page

  C. Script Rule: Fire an Exit event

  D. Page Rule: Go to next page

  E. Page Rule: Go to beginning of script

  F. Script Rule: Fire a name event

  Correct Answer: CF

• Question 64:

  Your customer would like to automatically create incidents for any comments created on Social Media sites.

  Which two Social Media options are available to create incidents in Oracle Service Cloud? (Choose two.)

  A. Google Plus Comments

  B. Instagram Comments

  C. Facebook Public Personal Page Comments

  D. Twitter Public Comments

  E. YouTube Comments

  F. Twitter Private Messages

  G. Facebook Fan Page Comments

  Correct Answer: CD

• Question 65:

  Your customer has performed a search on the knowledgebase and has stated that they are getting strange results. Every time they search for the word "widget" the correct answer appears as the 10th answer on the search results and not at the top of the first page.

  How can you increase the value of the word "widget" in the knowledgebase search results?

  A. Set the display position to "Place at top."

  B. Assign all products and categories to the knowledgebase answer.

  C. Set the display position to "Fix at top."

  D. Add the search term to the keyword field of the knowledgebase answer.

  Correct Answer: D

• Question 66:

  Your customer is using standard statuses, status types, and the standard agent "My Inbox" report.

  Which two incident status types will show up in the agent's "My Inbox" report? (Choose two.)

  A. Solved

  B. Unresolved

  C. Waiting

  D. Updated

  Correct Answer: CD

• Question 67:

  You have been asked to create a customized workflow for a customer's agents. You perform these steps: Which three customer requirements were fully met by the steps taken? (Choose three.)

  A. Each agent's profile will determine which workflow(s) are available to them.

  B. All text must be scanned for negative Smart Sense scores and routed accordingly to the correct agent group's queue.

  C. Incidents received from Ask a Question must be checked for any custom field data.

  D. The workflow must be performed without prompting from the agent.

  Correct Answer: ABD

• Question 68:

  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

  Correct Answer: ABD

• Question 69:

  When an agent handles a product return incident, they require the ability to go through a series of questions to determine the appropriate answer/response.

  You determine this would best be solved using guided assistance which is automatically launched when a specific category is selected by an agent.

  Which three steps are required to implement this solution? (Choose three.)

  A. Create a guide that takes the agent step by step to the relevant answers that the agent needs for a product return.

  B. Add the guide to an answer in the answer workspace.

  C. Add a workspace rule that has a trigger for when a Guide is Finished.

  D. Add an Answer Display Control to the incident workspace.

  E. Add a Guided Assistance Control to the incident workspace.

  F. Create a workspace rule that invokes a guide based on "a field has a certain value."

  G. Create a business rule that starts a guide.

  Correct Answer: BDF

• Question 70:

  You are updating the "Salesman" profile in a site where a new custom object has been created called CO.Salesman.

  Your customer has requested their salesmen update records in this Custom Object from the agent desktop.

  What two settings in the "Salesman" profile have to be updated to allow them this access? (Choose two.)

  A. Update the workspace for Opportunities.

  B. Add a workspace for the Salesman Custom Object.

  C. Add a custom report display Custom Object details.

  D. Custom Objects Tab: Select the Read check box for Package Name "CO" and Object Name "Salesman".

  E. Contacts Tab: Select the Edit check box for Sales.

  F. Custom Objects Tab: Select the Update check box for Package Name "CO" and Object Name "Salesman".

  G. Sales Tab: Select the Edit check box for Opportunities.

  Correct Answer: EF