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 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.

Select two statements that describe reasons why you would link products to categories. (Choose two.)

A. It simplifies reporting on answers and incidents products and categories.

B. It allows filtered product and category lists when creating answers.

C. It allows filtering of category, based on the product selected on customer portal pages.

D. It allows filtering of category, based on the product selected on incident workspaces.

Your customer supports three different brands and needs to be able to send and receive emails using differently branded emails.

The end customers may not know that the three brands are supported by the same company or that the Oracle RightNow CX Cloud Service is being used.

Identify the three configurations that must be made to enable this requirement. (Choose three.)

A. Use the custhelp.com email address as the Reply To address.

B. Create three service mailboxes on the console, and use SMTP forwarding from your customer's mail server.

C. Use SMTP Forwarding from your customer's mail server to the default service mailbox.

D. Use the Friendly From/ Branded Address.

E. Use your customer's branded email address as the Reply To address.

Your customer has decided to enable an existing Custom Object to be used by the new "Tech Support" profile.

Which two options outline the steps that will enable the "Tech Support" profile to utilize the custom object? (Choose two.)

A. Update profile permissions/deploy custom object/add to workspace

B. Update custom object permissions/update profile permissions/deploy custom object

C. Update custom object permissions/deploy custom object/add to workspace

D. Update profile permissions/add to workspace

E. Update custom object permissions/add to workspace

You are working with a client to set up a new chat channel for their agents. Which four features would you configure in the chat workspace options? (Choose four.)

A. Wrap Up Time.

B. Prompt the agent to enter wrap up mode.

C. Set Absent Interval for how long to wait without a response.

D. Set the queue wait time interval.

E. Create/associate related incident at the beginning of chat.

F. Set Status to Solved for incidents created automatically.

G. Set the Warning time for when to notify an agent when a response is received.

Your customer has linked products and dispositions together on their site. On the agent's incident workspace the list of dispositions is not being filtered.

Select the two actions that will assist in troubleshooting this issue. (Choose two.)

A. The client has not refreshed the incident in the incident workspace.

B. The incident workspace does not have a filter workspace rule assigned.

C. Your customer's agents must log out and log back in.

D. The Auto-Build product-disposition links is not selected.

E. The enable product-disposition linking is not selected.

When an incident is opened, your customer would like to have different incident workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page.

When designing the workflow used to complete this requirement, which three elements are necessary? (Choose three.)

A. Decision

B. Load

C. Entry Point

D. Set Fields

E. Workspace

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

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