Oracle 1z1-325 Value Pack (Frequently Bought Together)

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

• A. If the transfer option is enabled, a chat can be transferred to a queue or another agent.
• B. Variables cannot be used.
• C. Before you can delete a chat session queue that is used in a business rule, you must first edit the rules so they no longer use the queue.
• D. To maintain all chat records, change the agedatabase setting CHATS_PURGE_DAYS to 0.
• E. A guided assistance control is not available in a custom chat workspace.

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

Your customer would like to classify their incidents by the hierarchy of services they provide, and will route customer web form incidents to agents according to the type of help selected and by service in the hierarchy.
Select the two statements that would satisfy these requirements. (Choose two.)

• A. Use the product field to identify the services and the disposition field to identify the customer's incident type of help.
• B. Use the category field to identify the customer's incident type of help, and an incident custom field to identify the services.
• C. Use the product field to identify the services and the category field to identify the customer's incident type of help.
• D. Use the product field to identify the services and an incident custom field to identify the customer's incident type of help.

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. MYQ_REOPEN_DEADLINE
• B. DORMANT_INCIDENTS
• C. CI_WAITING_CALC_DAYS
• D. CI_HOURS
• E. PURGE_DELETE_INCIDENTS

When an agent handles a product return incident, they require the ability to go through a series of questions to determine the appropriate answer/response.
You determine this would best be solved using guided assistance which is automatically launched when a specific category is selected by an agent.
Which three steps are required to implement this solution? (Choose three.)

• A. Create a workspace rule that invokes a guide based on "a field has a certain value."
• B. Add a Guided Assistance Control to the incident workspace.
• C. Add an Answer Display Control to the incident workspace.
• D. Add the guide to an answer in the answer workspace.
• E. Create a business rule that starts a guide.
• F. Create a guide that takes the agent step by step to the relevant answers that the agent needs for a product return.
• G. Add a workspace rule that has a trigger for when a Guide is Finished.