Oracle 1z0-325 Actual Free Exam Questions & Community Discussion
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.)
Select the two statements that would satisfy these requirements. (Choose two.)
Correct Answer: C,D
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You have been asked to create a customized workflow for a customer's agents. You perform these steps:
* Create an initial workflow that will inspect each defined custom field, and will branch depending on each identified value into another workflow object.
* Your workflow scans each incident looking for a smart sense value of -1 or -2 or -3.
* You create a workflow decision tree which, depending on profile, branches off and sets the workflows available to that agent.
Which three customer requirements were fully met by the steps taken? (Choose three.)
* Create an initial workflow that will inspect each defined custom field, and will branch depending on each identified value into another workflow object.
* Your workflow scans each incident looking for a smart sense value of -1 or -2 or -3.
* You create a workflow decision tree which, depending on profile, branches off and sets the workflows available to that agent.
Which three customer requirements were fully met by the steps taken? (Choose three.)
Correct Answer: B,C,D
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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.)
You intend to do this with a VIP queue.
Which three steps do you also need to perform? (Choose three.)
Correct Answer: A,D,E
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Your client wants to bring all contact records from the old system into Oracle Service Cloud.
Every time a contact record is created, an email message is sent to notify this contact that a new account was created for them. The contacts do not want these notifications.
Because you are about to load a large number of contact records, which requirement is essential to prevent emails from being sent?
Every time a contact record is created, an email message is sent to notify this contact that a new account was created for them. The contacts do not want these notifications.
Because you are about to load a large number of contact records, which requirement is essential to prevent emails from being sent?
Correct Answer: A
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Your customer would like to automatically create incidents for any comments created on Social Media sites.
Which two Social Media options are available to create incidents in Oracle Service Cloud? (Choose two.)
Which two Social Media options are available to create incidents in Oracle Service Cloud? (Choose two.)
Correct Answer: E,F
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Your customer has two types of end customers that will be visiting their knowledgebase website: public customers and registered customers.
They would like to present additional knowledgebase answers to the registered customers.
Choose the three statements required to set up this type of environment. (Choose three.)
They would like to present additional knowledgebase answers to the registered customers.
Choose the three statements required to set up this type of environment. (Choose three.)
Correct Answer: B,C,F
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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.)
When designing the workflow used to complete this requirement, which three elements are necessary?
(Choose three.)
Correct Answer: A,B,D
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An agent starts a chat conference. What must the agent do to leave the conference open between the customer and a second agent?
Correct Answer: C
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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.)
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.)
Correct Answer: A,C,D
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