Oracle 1z0-325 問題集

質問 1：
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. MYQ_REOPEN_DEADLINE
B. DORMANT_INCIDENTS
C. PURGE_DELETE_INCIDENTS
D. CI_HOURS
E. CI_WAITING_CALC_DAYS
正解：D,E

質問 2：
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. Set up staff accounts for the executive team.
B. Create a schedule record for the report.
C. Update the permissions for the report to include the executive team.
D. Create a dashboard for the report.
E. Create and add the distribution list to the schedule.
F. Send a notification to the executive team that the report is available.
正解：C,D

質問 3：
Your customer would like supervisors to use a Multi-Edit workspace when updating incidents for their agents.
Which four fields are available for edit on the incident Multi-Edit workspace? (Choose four.)
A. Queue
B. Email Address
C. Organization
D. Assigned
E. Channel
F. Language
G. Post code
正解：A,C,E,G

質問 4：
Your customer had previously allowed their end customers to be able to submit incidents only via an email mailbox into Outlook.
Now that they are deploying Customer Portal, they still need to allow emails to be submitted and have an incident created.
What two items must be enabled to meet this requirement? (Choose two.)
A. EGW_UPDATE_BY_CREATE
B. EGW_AUTO_CONT_CREATE
C. EGW_SAVE_EMAIL_HEADERS
D. EGW_SECURE_UPDATE_ENABLED
E. EGW_ENABLED
正解：A,B

質問 5：
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. Enable the incident queue for "Round Robin logged in."
B. Remove the incident agent assignment in incident rules.
C. Set the response option for reassign on response to "No Change."
D. Escalate the incident after an hour in incident rules.
E. Email the incident details to the agent group in incident rules.
F. Assign the incident to the agent group in incident rules.
正解：A,F

質問 6：
Your customer needs to update the company's address on their knowledgebase answers. There are about 500 answers and the company will be relocated at the end of the year.
Your client has three interfaces and they all have different information.
What configuration do you tell your client to implement?
A. Create a variable and update all answers to include it.
B. Call support and have them run a search and replace on the database.
C. Search for all answers with the address and update them.
D. Create a standard text to include the new addresses and update all the answers to include it.
正解：A

質問 7：
Some chat agents need more time between chats. What are three ways to accomplish this? (Choose three.)
A. Agent declines a chat offered.
B. Administrator increases the wrap up time.
C. Agent adjusts Stagger Incoming Chats (Seconds) in Options Communication Center.
D. Agents increases Max Chat sessions.
E. Administrator sets chat workspace to close automatically after chat terminates.
正解：C,D,E

質問 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. Verify that all sections of the target answer(s) contain the search terms you're looking for.
B. Create entries for the word and its syntax in the dictionary file.
C. 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.
D. Create alias and thesaurus entries with the correct target search terms.
E. Update answer keywords
正解：B

質問 9：
Which two special characters can be used as wildcard values when searching for Key values in the configuration settings? (Choose two.)
A. &
B. ^
C. #
D. $
E. @
F. !
G. *
H. %
正解：G,H