1z0-325 Actual Exam Questions

Last updated on Dec. 15, 2024.
Vendor:Oracle
Exam Code:1z0-325
Exam Name:Oracle RightNow Cloud Service 2016 Implementation Essentials
Exam Questions:80
 

Topic 1 - Single Topic

Question #1 Topic 1

You are working with a client to set up a new chat channel for their agents. Which four features would you configure in the chat workspace options? (Choose four.)

  • A. Wrap Up Time.
  • B. Prompt the agent to enter wrap up mode.
  • C. Set Absent Interval for how long to wait without a response.
  • D. Set the queue wait time interval.
  • E. Create/associate related incident at the beginning of chat.
  • F. Set Status to Solved for incidents created automatically.
  • G. Set the Warning time for when to notify an agent when a response is received.
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Correct Answer: ABEF 🗳️
Reference:
https://docs.oracle.com/cloud/latest/servicecs_gs/FAMUG/css_admin_chat_configuration.htm#FAMUGth_ChatConfiguration

Question #2 Topic 1

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
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Correct Answer: A 🗳️

Question #3 Topic 1

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.)

  • A. Google Plus Comments
  • B. Instagram Comments
  • C. Facebook Public Personal Page Comments
  • D. Twitter Public Comments
  • E. YouTube Comments
  • F. Twitter Private Messages
  • G. Facebook Fan Page Comments
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Correct Answer: CD 🗳️
Reference:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/_BUIGuide-13.htm

Question #4 Topic 1

Your customer wants agents to respond to specific product questions in a uniform manner.
They interact with their customers through the customer portal, chat, and email. Some of the responses can be automated, so you set these responses as standard text.
Which three standard text types can you use? (Choose three.)

  • A. Category Text
  • B. Chat URL
  • C. Incident Text
  • D. Chat Text
  • E. Product Text
  • F. Answer Text
  • G. Rule Text
  • H. End User Text
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Correct Answer: AEG 🗳️
Reference:
https://docs.oracle.com/cloud/latest/servicecs_gs/FAMUG/css_admin_chat_configuration.htm#FAMUGac1130112

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