1Z0-325 Online Practice Questions and Answers

Your customer would like to set up the following configuration:

If (or when) a customer replies to an agent's response to their original question, the end customer's

incident must be assigned to any available agent.

The current setup leaves incidents assigned to the responding agent.

Select two configurations to enable the assignments to be correct.

A. Escalate the incident after an hour in incident rules.

B. Remove the incident agent assignment in incident rules.

C. Assign the incident to the agent group in incident rules.

D. Email the incident details to the agent group in incident rules.

E. Enable the incident queue for "Round Robin logged in."

F. Set the response option for reassign on response to "No Change."

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

When using standard reports within the Analytics module there is a limit to what can be edited in each report.

Select the two items that are editable on a standard report. (Choose two.)

A. Permissions. Graphs

B. Column Headings

C. Report Heading

D. Schedules

E. Non Selectable Filters

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.

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

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.

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.

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

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.

Your customer has a complex workspace that has 60+ tabs, 100+ data fields, and over 200+ rules that are fired based on agent actions for their different business functions.

Your customer has told you that their workspace is painfully slow and the call center agents cannot do their work.

The customer would like to keep using a single profile for all their agents to simplify administration.

You have condensed many of the rules in the workspace into named events to try and speed things up, but on the call center agents' workstations it's still too slow.

Which three options will speed up the agents' workspace? (Choose three.)

A. create workspace rules to hide unused tabs when the workspace loads

B. utilize a single workspace per business function and assign it to the profile

C. reduce the number of data fields on the workspace

D. utilize workflow to split the workspace into more than one

E. reduce the number of tabs that need to be rendered