Free Oracle 1z1-325 Exam Dumps Questions & Answers

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

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

Your client wants to provide users with an Overview Answer that contains links to drill down to more detailed information if the user is interested.
The drilldown Answers should not be included in any search results.
How should the drilldown Answers be configured so that they can be linked to, but won't be displayed in search results?

• A.  Enter the drilldown information as Conditional Sections of the Overview Answer. Set the Access Level for those Conditional Sections to the "Help" Access Level. Save the Answer with a Public status.
• B.  Save the drill-down Answers with a Draft status.
• C.  Set the Access Level to "Help" for the drilldown Answers and save them with a Public status.
• D.  Create a special Public status named "Hidden". Save the drill-down Answers with the "Hidden" status.

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.)

• A.  assigning incident queues to a Group
• B.  routing incidents to groups with business rules
• C.  displaying group performance with analytics reports
• D.  deactivating staff groups

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