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Oracle 1z0-325 Exam Practice Questions (P. 5)

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Question #21
Which two special characters can be used as wildcard values when searching for Key values in the configuration settings? (Choose two.)
  1. A
    ^
  2. B
    @
  3. C
    !
  4. D
    #
  5. E
    $
  6. F
    %
  7. G
    &
  8. H
    *

Correct Answer:
FH

Question #22
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.)
  1. A
    routing incidents to groups with business rules
  2. B
    assigning incident queues to a Group
  3. C
    displaying group performance with analytics reports
  4. D
    deactivating staff groups

Correct Answer:
BD

Question #23
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.)
  1. A
    Set the Pull Policy to manual.
  2. B
    Create chat rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.
  3. C
    Add the VIP queue to the profile of the agents that are taking chats.
  4. D
    Move the VIP queue to the top of the queue list.
  5. E
    Create incident rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.
  6. F
    Create a rule to set an SLA. BCD

Correct Answer:
Explanation
Reference:
http://communities.rightnow.com/posts/b692230b68?commentId=30362#30362

Question #24
You are asked to identify how a question has been scored upon a search result.
While researching the question, you identified possible answer attributes to review.
Identify three items that affect the score of the answer and, therefore, should be reviewed. (Choose three.)
  1. A
    Status
  2. B
    Question
  3. C
    Access Level
  4. D
    Categories
  5. E
    Summary

Correct Answer:
BDE
Reference:
http://communities.rightnow.com/posts/1660d784a6?commentId=7552#7552

Question #25
Your customer runs a 24/7 call center and has a policy stating that incidents that aren't solved by the end of an agents shift should be moved out of that agent's inbox to be worked by another active agent.
Which two actions will accomplish this? (Choose two.)
  1. A
    The agent does a multi-edit update for all incidents in their inbox and changes the assigned field to null.
  2. B
    The agent reassigns each incident to another agent before they log off.
  3. C
    Add a business rule that when an agent logs out, the Assigned field should be set to null for any unresolved incidents for that agent.
  4. D
    Create a workspace rule that sets the Assigned field to null when an agent logs out.

Correct Answer:
BC
Reference:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAMUG/_core.htm#FAMUGbe1364503

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