1Z0-325 Online Practice Questions and Answers

Your customer would like supervisors to use a Multi-Edit workspace when updating incidents for their agents.

Which four fields are available for edit on the incident Multi-Edit workspace? (Choose four.)

A. Assigned. Queue

B. Organization

C. Channel

D. Email Address

E. Post code

F. Language

Select two statements that describe reasons why you would link products to categories. (Choose two.)

A. It simplifies reporting on answers and incidents products and categories.

B. It allows filtered product and category lists when creating answers.

C. It allows filtering of category, based on the product selected on customer portal pages.

D. It allows filtering of category, based on the product selected on incident workspaces.

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.)

A. Update profile permissions/deploy custom object/add to workspace

B. Update custom object permissions/update profile permissions/deploy custom object

C. Update custom object permissions/deploy custom object/add to workspace

D. Update profile permissions/add to workspace

E. Update custom object permissions/add to workspace

Which incident field is designed to be used by your customer to standardize tracking of how incidents are resolved?

A. SLA Instance

B. Response Message

C. Severity

D. Disposition

E. Source

Your customer has asked you to fulfill a list of requirements for their incident workspace.

The customer has explained that the following constraints will be in place:

Requirements:

They have asked that no customization be part of the new workspace.

Identify three requirements that are met using standard product features within the workspace. (Choose

three.)

A. After the product has been set in the workspace, open up the applicable tab automatically for the agent to view.

B. Create tabs for each product linking to the product information page on the customer's website.

C. Capture the Last and First names from the email text and map them to contacts.last_name and contacts.first_name fields.

D. Capture the "Product" field from the email and populate the product in the incidents.prod_id field.

E. Create a tab with "Risk Management" data consisting of custom fields and custom object data, and hide it from all standard agents.

Your customer has linked products and dispositions together on their site. On the agent's incident workspace the list of dispositions is not being filtered.

Select the two actions that will assist in troubleshooting this issue. (Choose two.)

A. The client has not refreshed the incident in the incident workspace.

B. The incident workspace does not have a filter workspace rule assigned.

C. Your customer's agents must log out and log back in.

D. The Auto-Build product-disposition links is not selected.

E. The enable product-disposition linking is not selected.

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

A. Agent adjusts Stagger Incoming Chats (Seconds) in Options Communication Center.

B. Administrator increases the wrap up time.

C. Agents increases Max Chat sessions.

D. Administrator sets chat workspace to close automatically after chat terminates.

E. Agent declines a chat offered.

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

Your customer has a special business process where their agents will put incidents into a waiting status for a period of one week on a regular basis.

Your customer would like these incidents to remain in the waiting status until the agent has finished researching the incident(s).

Your customer does not want these incidents to close until 7 calendar days have passed.

Which configuration setting needs to be modified from its default value in order to prevent the system from closing the waiting incident automatically?

A. PURGE_DELETE_INCIDENTS

B. DORMANT_INCIDENTS

C. CI_WAITING_CALC_DAYS

D. CI_HOURS

E. MYQ_REOPEN_DEADLINE

Your customer has a complex workspace that has 60+ tabs, 100+ data fields, and over 200+ rules that are fired based on agent actions for their different business functions.

Your customer has told you that their workspace is painfully slow and the call center agents cannot do their work.

The customer would like to keep using a single profile for all their agents to simplify administration.

You have condensed many of the rules in the workspace into named events to try and speed things up, but on the call center agents' workstations it's still too slow.

Which three options will speed up the agents' workspace? (Choose three.)

A. create workspace rules to hide unused tabs when the workspace loads

B. utilize a single workspace per business function and assign it to the profile

C. reduce the number of data fields on the workspace

D. utilize workflow to split the workspace into more than one

E. reduce the number of tabs that need to be rendered