1Z0-325 Online Practice Questions and Answers

A customer wants to change the following text on the receipt and ask submit page:

"Thanks for submitting your question. Use this reference number for follow up:#120728-000001

A member of our support team will get back to you soon.

If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it."

Which two actions will allow you to identify the correct message base item if you did not know which message base you need to edit? (Choose two.)

A. Submit an incident to customer care.

B. Look for the message in the receipt email body.

C. Identify the customer portal page that includes the text you want to change and identify the message base from within the code.

D. Run a message base report and search for the text string you want to change.

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

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.

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.

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.

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."

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.

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.

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

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