1Z0-325 Online Practice Questions and Answers

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.

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.

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.

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.

Select two true statements about chat. (Choose two.)

A. Before you can delete a chat session queue that is used in a business rule, you must first edit the rules so they no longer use the queue.

B. A guided assistance control is not available in a custom chat workspace.

C. To maintain all chat records, change the agedatabase setting CHATS_PURGE_DAYS to 0.

D. Variables cannot be used.

E. If the transfer option is enabled, a chat can be transferred to a queue or another agent.

Your client wants to bring all contact records from the old system into Oracle Service Cloud.

Every time a contact record is created, an email message is sent to notify this contact that a new account was created for them. The contacts do not want these notifications.

Because you are about to load a large number of contact records, which requirement is essential to prevent emails from being sent?

A. A message template must be created to alert the user about this registration process.

B. The message template "Finish Account Creation" must be switched off before the contacts are loaded.

C. A new, temporary, business rule needs to be created to prevent the emails from being sent.

D. Fake email addresses need to be placed instead of the correct one.

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.

You are building an agent's Incident Script for your customer and they want to chain scripts together within a workflow.

Which three features/functions will be carried over from one script and made available inside the next script? (Choose three.)

A. Contact Fields

B. Page Rules

C. Incident Fields

D. Fired Name Events

E. Custom Fields

F. the ability to use the Beginning button to go to the start of the first script

G. answers to a radio button control

Your client wants to measure agent performance based on feedback from their end customers.

If their end customer provides negative feedback, their incident needs to be reopened automatically.

Identify three tasks to fulfill these requirements. (Choose three.)

A. Create a broadcast survey.

B. Schedule a survey to run on a daily basis.

C. Set an incident business rule to send the survey when an incident is closed.

D. Create a new queue for unhappy customers.

E. Create a transactional survey.

F. Create a report of survey responses.

G. Assign scores to the survey questions and set the status field based on the values of the responses.

Your customer has a number of custom fields that are no longer in use and would like to repurpose them for a new initiative.

Which set of custom field properties can you change as part of the repurpose work?

A. Column Name / Index / Interface Visibility / Notes

B. End-User Visibility / Data Type / Notes

C. Index / Size of Field / Hint / End-User Visibility

D. Label / Column Name / Data Type / Default Value

E. Column Name / Default Value / Hint / Notes