1Z0-325 Online Practice Questions and Answers

Your client has VIP customers (all of which have a custom contact field of VIP set to 'Yes'). They want to

offer these customers a higher priority service on Chat.

You intend to do this with a VIP queue.

Which three steps do you also need to perform? (Choose three.)

A. Set the Pull Policy to manual.. Create chat rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.

B. Add the VIP queue to the profile of the agents that are taking chats.

C. Move the VIP queue to the top of the queue list.

D. Create incident rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.

E. Create a rule to set an SLA.

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:

Which two functions are needed in the expressions to create the three columns? (Choose two.)

A. NVL

B. AVG

C. IF

D. DECODE

E. SUM

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.

Your client wants to provide users with an Overview Answer that contains links to drill down to more detailed information if the user is interested.

The drilldown Answers should not be included in any search results.

How should the drilldown Answers be configured so that they can be linked to, but won't be displayed in search results?

A. Set the Access Level to "Help" for the drilldown Answers and save them with a Public status.

B. Save the drill-down Answers with a Draft status.

C. Create a special Public status named "Hidden". Save the drill-down Answers with the "Hidden" status.

D. Enter the drilldown information as Conditional Sections of the Overview Answer. Set the Access Level for those Conditional Sections to the "Help" Access Level. Save the Answer with a Public status.

To manage widgets, you need to access the menu link "Widgets" on the Customer Portal Admin page shown in the picture below:

Select three answers that match the options you expect to see when you click Widgets. (Choose three.)

A. Widgets details

B. Create a new widget

C. Browse widgets

D. Change widget version

E. Syndicated widgets

Your customer wants to set CI_HOURS to 720 but they don't want to notify customers when the incident status automatically changes.

Which Contact Email Message should be turned off?

A. Incident Solved

B. Incident Waiting

C. Incident Closed

D. Incident Unresolved

E. Question Receipt

F. Rule Email

Your customer would like to run incident reports with up to five years of data on incidents and activity for a given agent regardless of whether an agent has left the company.

Your customer reuses licenses after staff members leave the company and will need to continue that practice.

Your customer is not sure what they need to do to keep from deleting data for agents that have left the company.

Identify which option would allow your customer to administer the staff accounts to enable the reporting abilities they require.

A. Disabled from Assignment

B. Disabled from Assignment and Report Filters

C. Permanently Disabled

D. Do not disable, but lock the staff account.

E. Reassign the old incidents to another staff account called Former Employee.

Incidents received via email cannot be reopened after the MYQ_REOPEN_DEADLINE has expired. What is the time default set by this configuration?

A. 120 days (4 months)

B. 720 hours (30 days)

C. 365 days (1 year)

D. 168 hours (7 days)