1Z0-325 Online Practice Questions and Answers

Your customer wants you to create a "Team Member" custom object that will allow more than one agent to be assigned to a given incident and they want the agents to have an inbox report that shows both the incidents they are the Primary agent and the incidents they are a Team Member.

From the following list, which report table structure is necessary?

A. from the Incidents Table, an Inner Join to the (Assigned) Accounts table, and an Outer Join to the Team Member table

B. from the Incidents Table, an Inner Join to the (Assigned) Accounts table, and an Inner Join to the Team Member table

C. from the Incidents Table, an Outer Join to the (Assigned) Accounts table, and an Outer Join to the Team Member table

D. from the Incidents Table, an Outer Join to the (Assigned) Accounts table, and an Inner Join to the Team Member table

Your customer would like to set up the following configuration:

If (or when) a customer replies to an agent's response to their original question, the end customer's

incident must be assigned to any available agent.

The current setup leaves incidents assigned to the responding agent.

Select two configurations to enable the assignments to be correct.

A. Escalate the incident after an hour in incident rules.

B. Remove the incident agent assignment in incident rules.

C. Assign the incident to the agent group in incident rules.

D. Email the incident details to the agent group in incident rules.

E. Enable the incident queue for "Round Robin logged in."

F. Set the response option for reassign on response to "No Change."

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

A. Set up a Social Monitor search schedule.

B. Add or update a list of favorites.

C. Add or update staff accounts to use profiles that include Social Monitor permissions.

D. Add or update profiles to include permission to add Themes and Clustering.

E. Add or update profiles to include Social Monitor permissions.

F. Add or update navigation sets to include the Social Monitor navigation button and component.

During requirements gathering, your customer determines that since they will be directing customers to the support pages from their website, they would like the default Home page to be removed.

Which three of the available options are required to complete this requirement? (Choose three.)

A. Update the config verb CP_HOME_URL.

B. Update the config verb CP_LOGIN_URL.

C. Delete the home.php file from the customer portal site.

D. Remove the "Home page" navigation option from the template file.

E. Update the site.css file to remove references to the Home page.

An incident needs to be assigned manually to an agent who is not listed on the assignment field menu. Which three options do you need to verify so that the agent's name is displayed? (Choose three.)

A. Check if a business rule is removing the agent's name from the assignment field.

B. Check if the agent has an active (not disabled) user account.

C. Verify if a workspace rule is hiding the agent's name from the assignment field menu.

D. Verify in the agent's profile if the option "Appear in Menus" is selected.

E. Verify that the agent is part of a distribution list.

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.)

A. Create a navigation set that includes the "department" custom field.

B. Create a "department" custom field in the incident table.

C. Set the custom field data type to Text Field.

D. Update the Contact Workspace with the new "department" custom field.

E. Create a "department" custom field in the contact table.

F. Add a name and a column name for the new custom field.

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?

A. Update the business rule that sends the auto response to "If Incidents.category not equal Smart Assistant."

B. Change the business rule that creates the Smart Assistant Response to "If Incident.Source equals Ask a Question."

C. Change the business rule that creates the auto response to "If Incident.Source equals Ask a Question."

D. Change the business rule that creates the auto response to "If incident.source equals Ask a Question or Incident.Source equals Smart Assistant on Ask a Question."

E. Change the business rule that creates the Smart Assistant Response to "If Incident.Source equals Smart Assistant on Ask a Question."

You are creating several new standard text entries and want to use variables in your standard text.

What is the difference between "Variable" and "$"?

A. $ allows the agent to enter a value and Variable is a fixed value.

B. $ pulls in a dynamic value from the database and Variable allows the agent to enter a value.

C. Variable is a fixed value and $ pulls in a dynamic value from the database.

D. Variable pulls in a dynamic value from the database and $ allows the agent to enter a value.

E. Variable pulls in a dynamic value from the database and $ is a fixed variable.

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.)

A. Status

B. Question

C. Access Level

D. Categories

E. Summary

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?

A. Column Name / Index / Interface Visibility / Notes

B. End-User Visibility / Data Type / Notes

C. Index / Size of Field / Hint / End-User Visibility

D. Label / Column Name / Data Type / Default Value

E. Column Name / Default Value / Hint / Notes