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：
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. Look for the message in the receipt email body.
B. Submit an incident to customer care.
C. Run a message base report and search for the text string you want to change.
D. Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
正解：A,D

質問 3：
Your customer wants to search and reply to comments made on their company's "Fan page." Which two items are required to accomplish this? (Choose two.)
A. a personal Facebook page
B. a Company Fan page on Facebook
C. Self Service for Facebook enabled and deployed
D. a "Facebook Channel" created and assigned to a profile
E. an email agent enabled on the Social Monitoring profile
正解：D,E

質問 4：
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. Schedule a survey to run on a daily basis.
B. Set an incident business rule to send the survey when an incident is closed.
C. Create a report of survey responses.
D. Create a new queue for unhappy customers.
E. Create a broadcast survey.
F. Assign scores to the survey questions and set the status field based on the values of the responses.
G. Create a transactional survey.
正解：B,C,F

質問 5：
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 6：
An incident needs to be assigned manually to an agent who is not listed on the assignment field menu.
Which three options do you need to verify so that the agent's name is displayed? (Choose three.)
A. Check if the agent has an active (not disabled) user account.
B. Verify in the agent's profile if the option "Appear in Menus" is selected.
C. Verify if a workspace rule is hiding the agent's name from the assignment field menu.
D. Verify that the agent is part of a distribution list.
E. Check if a business rule is removing the agent's name from the assignment field.
正解：A,C,D

質問 7：
Select two true statements about chat. (Choose two.)
A. Variables cannot be used.
B. To maintain all chat records, change the agedatabase setting CHATS_PURGE_DAYS to 0.
C. If the transfer option is enabled, a chat can be transferred to a queue or another agent.
D. 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.
E. A guided assistance control is not available in a custom chat workspace.
正解：A,C

質問 8：
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. Create three service mailboxes on the console, and use SMTP forwarding from your customer's mail server.
B. Use your customer's branded email address as the Reply To address.
C. Use the Friendly From/ Branded Address.
D. Use SMTP Forwarding from your customer's mail server to the default service mailbox.
E. Use the custhelp.com email address as the Reply To address.
正解：A,B,D

質問 9：
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. Graphs
B. Schedules
C. Non Selectable Filters
D. Column Headings
E. Report Heading
F. Permissions
正解：B,F