1z0-325 by Oracle Actual Free Exam Questions And Answers

Question 1

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

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

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

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

Discussion 0

Correct Answer: A,C Vote an answer

Question 2

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

B. Add a workspace for the Salesman Custom Object.

C. Add a custom report display Custom Object details.

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

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

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

G. Update the workspace for Opportunities.

Discussion 0

Correct Answer: D,E Vote an answer

Question 3

Your customer has team leads who are responsible for creating business rules and managing staff accounts.
However, they should not be allowed to create or modify any profiles.
Which two options can be used to configure the Navigation Set for these team leads? (Choose two.)

A. Create a navigation set that only has "Rules" and all "Staff Management" items in the Navigation Set.

B. Keep the default Configuration Items in the Navigation Set and let the profile handle this.

C. Add the Configuration items of Workspaces/ Workflows, Rules and the Staff Account by Group report into the Home Tab and remove the default Navigation Set.

D. Add the Configuration items of Rules and the Staff Account by Group report into the Home Tab and remove the default Navigation Set.

Discussion 0

Correct Answer: A,C Vote an answer

Question 4

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:
* Number of incidents opened in the past month
* Number of incidents opened in the past week
* Number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns? (Choose two.)

Discussion 0

Correct Answer: C,D Vote an answer

Question 5

Your customer would like a report that details out the response and resolution times of all their agents.
* They have an agent response target of 5 minutes, and a resolution target of 24 hours.
* Their call center is open from 8:00AM - 5:00PM, Monday through Friday.
* They only want to measure agents against these targets during working hours.
* They are closed for all United States national holidays and would need to exclude those from the report.
Select the five steps that will configure the system to meet your customer's reporting requirements. (Choose five.)

A. Set the Response Time to 5 minutes in Response Requirements.

B. Edit the incident reports to include their Response Requirements.

C. Set the Response Time Variable to 5 minutes in Variables.

D. Add National Holidays to the system in Holidays.

E. Select the Holidays Observed in Response Requirements.

F. Set the Response Time Variable to 1440 minutes in Variables.

G. Set the working hours Service Intervals in Response Requirements.

H. Set the Resolution Time to 1440 minutes in Response Requirements.

Discussion 0

Correct Answer: A,B,E,G,H Vote an answer

Question 6

Your customer has two types of end customers that will be visiting their knowledgebase website: public customers and registered customers.
They would like to present additional knowledgebase answers to the registered customers.
Choose the three statements required to set up this type of environment. (Choose three.)

A. Ensure registered customers sign in to the knowledgebase website.

B. Create a special public answer status for the registered customer answers.

C. Ensure each registered Customer has the correct service level with this access level assigned to their account.

D. Set up an access level without customer visibility and assign it to the registered customer answers.

E. Set up an access level without customer visibility and assign it to all the customer answers.

F. Create special Products and Categories for the registered customer answers.

Discussion 0

Correct Answer: A,C,D Vote an answer

Question 7

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. Page Rules

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

C. Incident Fields

D. answers to a radio button control

E. Contact Fields

F. Fired Name Events

G. Custom Fields

Discussion 0

Correct Answer: C,E,G Vote an answer

Question 8

After an implementation of a Chinese knowledge base, your customer notices there are some search terms that are not found when searching through the knowledgebase under any use case.
You have verified that there are answers for the search terms being searched, but you also verify that answers are not being returned correctly.
Identify the configuration change you would make to mitigate this problem.

A. Create entries for the word and its syntax in the dictionary file.

B. Verify that all sections of the target answer(s) contain the search terms you're looking for.

C. Create alias and thesaurus entries with the correct target search terms.

D. Create hidden div tags inside the answer's question section to promote the matching of a given target search term that isn't being matched.

E. Update answer keywords

Discussion 0

Correct Answer: A Vote an answer

Question 9

You are creating several new standard text entries and want to use variables in your standard text.
What is the difference between "Variable" and "$"?

A. $ allows the agent to enter a value and Variable is a fixed value.

B. $ pulls in a dynamic value from the database and Variable allows the agent to enter a value.

C. Variable pulls in a dynamic value from the database and $ allows the agent to enter a value.

D. Variable pulls in a dynamic value from the database and $ is a fixed variable.

E. Variable is a fixed value and $ pulls in a dynamic value from the database.

Discussion 0

Correct Answer: B Vote an answer

Oracle RightNow Cloud Service 2016 Implementation Essentials - 1z0-325 Exam Practice Test

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