1Z0-325Preview

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.

Your customer has single Service Level Agreement and applies the Service Level Agreement called Reseller when a contact is a reseller of their services.
These end customers often have their own ticketing system, and in order to capture the reseller's ticket number, the customer has requested that their Ask page be updated to include an External Ticket Number custom field only when the logged in contact has a Service Level Agreement that only a reseller would have.
Which two widgets or tags are used to complete your customer's request? (Choose two.)

A customer wants to change the following text on the receipt and ask submit page:
#120728-000001
Which two actions will allow you to identify the correct message base item if you did not know which message base you need to edit? (Choose two.)

You have set up a business rule auto response with standard text to send an email to customers when they select specific categories while asking a question on the customer portal page.
When you activate the new business rule, your standard text for the email starts showing up with the Smart Assistant responses on the customer portal when a customer is submitting a question.
How do you resolve this?

Which three actions must be performed to be able to configure Social Monitor? (Choose three.)

After an implementation of a Chinese knowledge base, your customer notices there are some search terms that are not found when searching through the knowledgebase under any use case.
You have verified that there are answers for the search terms being searched, but you also verify that answers are not being returned correctly.
Identify the configuration change you would make to mitigate this problem.

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?

Select two true statements about chat. (Choose two.)

Your customer has two different types of end customers that will be visiting their knowledgebase: free account and paid account.
They would like to present additional content inside the knowledgebase answers for paid account customers.
Choose two items that are required to set up this type of environment. (Choose two.)

Some chat agents need more time between chats. What are three ways to accomplish this? (Choose three.)

Your customer has a number of custom fields that are no longer in use and would like to repurpose them for a new initiative.
Which set of custom field properties can you change as part of the repurpose work?

Your customer wants you to separate their contact records by department.
You determine that to enable this functionality, you need to implement a new custom field, and that the field will need to be available to agents to enter and maintain the values.
Select the four steps to accomplish this. (Choose four.)

Your customer was reviewing published answers in their knowledgebase.
They noticed that several of the answers had irrelevant answers listed in the "Answers others found helpful" section of the answer detail page.
What step is required to eliminate the individual irrelevant answers?

Your customer has decided to enable an existing Custom Object to be used by the new "Tech Support" profile.
Which two options outline the steps that will enable the "Tech Support" profile to utilize the custom object? (Choose two.)

An agent starts a chat conference. What must the agent do to leave the conference open between the customer and a second agent?

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 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.)

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.)

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.)

You want to find all Message Base entries that include the two words "create" and "incident." Which is the correct format for your search in the KEY field?

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.)

Your customer has asked that all incidents be "scanned" for words that may revolve around product defects and injuries so that they can alert their risk management team of any possible product issues or liability. The customer accepts that 100% accuracy is not attainable, and accepts that they will be false positives and a margin for error.
They have provided you the following words to be "scanned":

1. Mouth
2. Jaw
3. Cheek
4. Jowl
5. Chin
6. Oral
7. Palate
   The customer requires the following:
   ✑ Match whole words only.
   ✑ All valid words must be preceded with a space.
   ✑ All valid words must be spelled correctly.
   ✑ All words must be directly followed by a meta character in this list

You decide to use a regular expression to search for these words in all incoming emails.
^mouth[,|.|'|"|;|:| |!|?|&]|\ jaw[,|.|'|"|;|:| |!|?|&]|\ cheek[,|.|'|"|;|:| |!|?|&]|\ jowl[,|.|'|"|;|:| |!|?|&] |\ chin$[,|.|'|"|;|:| |!|?|&]|\ oral[,|.|'|"|;|:| |!|?|&]|\ palate[,|.|'|"|;|:| |!|?|&]
Identify the three words that will be correctly matched to this regular expression. (Choose three.)

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

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.