Online Access Free 1z1-325 Exam Questions

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?

• A.create%incident
• B.%create incident%
• C.%create%incident%
• D.%create% | %incident%
• E.%create% & %incident%

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

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.)

• A.Add the VIP queue to the profile of the agents that are taking chats.
• B.Set the Pull Policy to manual.
• C.Create incident rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.
• D.Create chat rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.
• E.Move the VIP queue to the top of the queue list.
• F.Create a rule to set an SLA.

Your customer doesn't like the feedback feature in CP (Customer Portal), and would like more indepth replacement directly on the customer portal answer display pages.
Which option will meet the requirement using standard functionality?

• A.Broadcast Survey
• B.Transactional Survey
• C.Polling Survey
• D.Website Link

When using standard reports within the Analytics module there is a limit to what can be edited in each report.
Select the two items that are editable on a standard report. (Choose two.)

• A.Column Headings
• B.Permissions
• C.Report Heading
• D.Schedules
• E.Graphs
• F.Non Selectable Filters