1z1-325 by Oracle Valid Free Exam Practice Test

Question 1

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 cannot leave the conference without closing the chat. B. The original agent must transfer the lead role. C. The customer must agree to new agent. D. The original agent can exit the chat as soon as the new agent accepts the conference.

Correct Answer: B

Question 2

Your customer ships packages directly to customers using a trackable shipping method.
When an order is shipped, a tracking number is saved in an incident custom field.
In order to quickly respond to customers' questions about shipping status, your customer has requested that a hyperlink control be available on the incident workspace that will load the tracking details of the package associated with the incident when clicked.
The custom field details are below:
* Name: Tracking ID
* Data Type: Text Field
* Usage: Plain Text
* Default Value: NULL
* Size of Field: 13
* Column Name: tracking_id
* Custom Field ID: 87
The URL your customer has provided for tracking is https://widgetshippers.com/trackyourpackage?id= Of the available options, select the one that satisfies your customer's request.

A. https://widgetshippers.com/trackyourpackage:id=incidents.c$tracking_id B. https://widgetshippers.com/trackyourpackage?id=$icf_c$tracking_id C. https://widgetshippers.com/trackyourpackage?id=$p_icf_87 D. https://widgetshippers.com/trackyourpackage?id=incidents.c$tracking_id E. https://widgetshippers.com/trackyourpackage?id=c$tracking_id

Correct Answer: A

Question 3

Your client wants to allow the Administrator and Limited Administrator profiles to prevent user timeout until
60 minutes of inactivity. All other user profiles should be logged out after 15 minutes.
Which two steps must be performed to configure this? (Choose two.)

A. Set the SESSION_MANAGEMENT_ENABLED Configuration Setting to Enabled. B. Set the SESSION_MANAGEMENT_ENABLED Configuration Setting to Disabled. C. Set the Session Timeout field to null. D. Set the CLIENT_SESSION_EXP field to 60. E. Set the Session Timeout field to 3600. F. Set the Session Timeout field to 60.

Correct Answer: A,F

Question 4

Your customer would like a report that details out the response and resolution times of all their agents.
* They have an agent response target of 5 minutes, and a resolution target of 24 hours.
* Their call center is open from 8:00AM - 5:00PM, Monday through Friday.
* They only want to measure agents against these targets during working hours.
* They are closed for all United States national holidays and would need to exclude those from the report.
Select the five steps that will configure the system to meet your customer's reporting requirements. (Choose five.)

A. Set the Response Time to 5 minutes in Response Requirements. B. Select the Holidays Observed in Response Requirements. C. Set the Response Time Variable to 5 minutes in Variables. D. Edit the incident reports to include their Response Requirements. E. Set the Resolution Time to 1440 minutes in Response Requirements. F. Add National Holidays to the system in Holidays. G. Set the working hours Service Intervals in Response Requirements. H. Set the Response Time Variable to 1440 minutes in Variables.

Correct Answer: A,B,D,E,G

Question 5

You want to implement a privileged list of answers on the customer portal but answers with the Access Level you have created are showing up for all customers.

What change can you make with the Answer Access Level shown to make it function correctly?

A. Only the label of the access level needs to be inserted and then saved. B. The access level being created should not have the "Visible" check box selected. C. There are too many access levels. One of those needs to be removed. D. Nothing is wrong with the configuration set on the picture, so no changes are needed.

Correct Answer: B

Question 6

You are working with multiple interfaces.
Which four objects/items are shared across interfaces? (Choose four.)

A. Staff Accounts B. Workspaces C. Custom Objects D. Configuration Settings E. Reports F. Profiles G. Business Rules H. Navigation Sets

Correct Answer: A,B,F,H

Question 7

In which two sections of the Customer Portal is the Guided Assistance widget available for end customers?
(Choose two?)

A. The answers detail page B. Any page the customer wants it placed C. The popular answers list page D. Ask a Question E. They are only available when using smart assistant. F. The answers list page only

Correct Answer: A,B

Question 8

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:
* Number of incidents opened in the past month
* Number of incidents opened in the past week
* Number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns? (Choose two.)

A. IF B. NVL C. AVG D. SUM E. DECODE

Correct Answer: C,D

Question 9

Your customer is using standard statuses, status types, and the standard agent "My Inbox" report.
Which two incident status types will show up in the agent's "My Inbox" report? (Choose two.)

A. Solved B. Updated C. Unresolved D. Waiting

Correct Answer: C,D

Oracle RightNow Cloud Service 2016 Implementation Essentials - 1z1-325 Exam Practice Test