Online Access Free 1z1-325 Exam Questions

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

During your customers' busiest hours, it is common for a supervisor to move agents from one queue to another to attend to more critical incidents.
Which four options allow the supervisor to meet this Requirement? (Choose four.)

• A.The supervisor adds a business rule that sets the queue.
• B.The supervisor could include or exclude queues from the agent's profile and the agent can log out and log back in.
• C.The supervisor could manually change the queue of a group of incidents to the queue the agents are working.
• D.Agents have access to a custom report that can filter and display all queues as directed by the supervisor.
• E.Agents can remove SLAs from the Organization records.
• F.The supervisor can delete a queue, so any incidents in that queue will requeue.
• G.Agents can log out of the console and log in again with a different user account with access to the needed queue.

In a Customer Portal design session, the customer explains to you that they have multiple brands, and that they have multiple websites to reflect these brands.
After reviewing the sites with the customer, you notice that each of the sites contain the same layout and content, but have different colors and branding, such as logos.
Which option allows for a consistent layout and dynamic branding?

• A.Use a single template across all Customer Portal pages, and implement themes dynamically.
• B.Do not use a theme, and implement templates dynamically.
• C.Use a single theme across all Customer Portal pages, and implement templates dynamically.
• D.Do not use a template, and implement themes dynamically.

Which two special characters can be used as wildcard values when searching for Key values in the configuration settings? (Choose two.)

• A.^
• B.#
• C.!
• D.$
• E.*
• F.&
• G.%
• H.@

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

• A.Variables cannot be used.
• B.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.
• C.To maintain all chat records, change the agedatabase setting CHATS_PURGE_DAYS to 0.
• D.If the transfer option is enabled, a chat can be transferred to a queue or another agent.
• E.A guided assistance control is not available in a custom chat workspace.