Oracle 1z0-325 問題集

質問 1：
Your customer wants to send out a post incident survey using a business rule.
Which two options would prevent them from completing their rule? (Choose two.)
A. The "IF" condition section includes a check of the previous status.
B. The rule contained a Send Email Response to Sender action within the Then statement.
C. The rule was created in a function state as opposed to a normal rule state.
D. A "Transition State" action was added in the rule before the "Send Transaction Survey" was added so the action button is no longer available.
E. No transactional survey has been created, so the "Send Transaction Survey" action is not available.
正解：A,B

質問 2：
Your client has two interfaces available to their agents.
To make things easier for the agents, your client wants to change the name of the interface so that the agents can easily tell the difference between them, in the agent console.
How can this requirement be fulfilled?
A. It is only possible to change the interface name after opening a service request with Oracle Support.
B. A new instance needs to be purchased with the correct interface name in place.
C. It is not possible to change an interface name.
D. The client needs to buy a customization service from Oracle Consulting Services.
E. It is possible to change the interface name for the staff members through the interface configurations.
正解：E

質問 3：
Your customer was reviewing published answers in their knowledgebase.
They noticed that several of the answers had irrelevant answers listed in the "Answers others found helpful" section of the answer detail page.
What step is required to eliminate the individual irrelevant answers?
A. Remove the irrelevant answers from manually related answers.
B. Delete the irrelevant answers from Sibling Answers.
C. Remove the related answers widget from the Customer Portal page.
D. Block the irrelevant answers from Learned Links.
正解：D

質問 4：
An agent starts a chat conference. What must the agent do to leave the conference open between the customer and a second agent?
A. The original agent can exit the chat as soon as the new agent accepts the conference.
B. The original agent must transfer the lead role.
C. The original agent cannot leave the conference without closing the chat.
D. The customer must agree to new agent.
正解：B

質問 5：
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 an incident custom field to identify the customer's incident type of help.
B. Use the category field to identify the customer's incident type of help, and an incident custom field to identify the services.
C. Use the product field to identify the services and the disposition field to identify the customer's incident type of help.
D. Use the product field to identify the services and the category field to identify the customer's incident type of help.
正解：A,C

質問 6：
Your client decides not to use Groups when setting up staff accounts.
You are positive that groups should be set up. Therefore, you need to explain the advantages to your client.
Select two advantages of setting up groups. (Choose two.)
A. deactivating staff groups
B. assigning incident queues to a Group
C. routing incidents to groups with business rules
D. displaying group performance with analytics reports
正解：A,B

質問 7：
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 8：
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 9：
When an agent handles a product return incident, they require the ability to go through a series of questions to determine the appropriate answer/response.
You determine this would best be solved using guided assistance which is automatically launched when a specific category is selected by an agent.
Which three steps are required to implement this solution? (Choose three.)
A. Create a guide that takes the agent step by step to the relevant answers that the agent needs for a product return.
B. Create a business rule that starts a guide.
C. Add the guide to an answer in the answer workspace.
D. Create a workspace rule that invokes a guide based on "a field has a certain value."
E. Add a Guided Assistance Control to the incident workspace.
F. Add a workspace rule that has a trigger for when a Guide is Finished.
G. Add an Answer Display Control to the incident workspace.
正解：C,D,G
解説: (Topexam メンバーにのみ表示されます)