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NEW QUESTION 17
What does the response requirement in an SLA specify?
- A. the overall maximum time limit for the initial response and resolution for each incident.
- B. initial response time limit to all customer inquiries within one business day.
- C. individual time limits for the initial response time and subsequent resolution as per the business hours.
- D. the maximum number of days allowed for the resolution of an incident as per the business hours.
Answer: A
Explanation:
Explanation
Service level agreements (SLA) in Oracle RightNow Cloud Service (Service) control the type and amount of support you offer your customers.
Using response requirements, you can track the effectiveness of your customer service and determine whether staff members are meeting defined service goals for initial response and incident resolution times.
References:
https://docs.oracle.com/cloud/17d/servicecs_gs/FAMUG/_service.htm#FAMUGth_ServiceLevelAgreements
NEW QUESTION 18
Which two statements are true about knowledge base articles of Oracle Service Cloud? (Choose two.)
- A. Answer articles can be copied.
- B. Answer articles can be archived but not deleted.
- C. Answer articles can contain variables.
- D. Multiple answers cannot be updated simultaneously.
- E. Answer articles cannot be printed.
Answer: A,C
NEW QUESTION 19
Which three tasks should you perform after deploying custom objects? (Choose three.)
- A. editing a user's profile to grant permissions to use the custom object workspace
- B. creating system attributes
- C. adding the workspace to a user's navigation set
- D. creating a workspace
- E. defining relationships with other custom objects or standard objects
- F. creating standard reports
Answer: A,C,D
Explanation:
Explanation
AD: After custom objects are deployed, new workspace types are made available for objects that have the Object is Available in Workspaces, Scripting, and Workflow option enabled so you can work with them in the same way you work with incidents or contacts. In addition, standard reports are automatically created for deployed objects that have this option enabled.
Because custom object data is stored in the database, you can add custom objects to workspaces, workflows, custom reports, and navigation sets.
E: You must specify permissions for your staff members to read, delete, and perform other actions on custom object records.
References:
Oracle Service Cloud User Guide, Release February 2017, page 92
NEW QUESTION 20
Which two statements are true about published reports? (Choose two.)
- A. Published report data can change automatically when the knowledge base data is updated.
- B. Published reports have filtering option in ribbon.
- C. Published reports contain snapshots of data at the time the report is run.
- D. Published reports can be edited.
- E. Published reports can be shared.
Answer: C,E
Explanation:
Explanation
Publish report is a method of preserving a report's graphical and tabular output as a snapshot. Once a report is published, it cannot be modified and the report data will remain unchanged even as the knowledge base is updated.
References:
https://docs.oracle.com/cloud/17d/servicecs_gs/FAMUG/topichead.htm#FAMUGg_public_key
NEW QUESTION 21
Which five components can be used to filter the Authoring inbox? (Choose five.)
- A. Product and Categories
- B. Console roles
- C. Rating
- D. Content Types
- E. Assignment status
- F. User
- G. Locales
- H. Views
Answer: D,E,F,G,H
Explanation:
Explanation
Filters enable you to view a specific subset of tasks from the Task list.
The following describes the five filters available for displaying the task list.
References:
Oracle Service Cloud, Knowledge Advanced User Guide, Release May 2017, page 17
NEW QUESTION 22
What should you do to ensure two published answers are always returned for a specific search word?
- A. Create multiple search words associated within a single priority word group.
- B. List the search word under Stop words.
- C. Create multiple Priority words that share the same name.
- D. List the search word under Answers Keywords.
- E. List the search word under both Answers Keywords and Stop words.
Answer: D
Explanation:
Explanation
You can define the search term automatically so that the answers returned by the Oracle Knowledge Advanced syndication widget are related to that keyword.
References:
https://docs.oracle.com/cloud/17d/servicecs_gs/FAIKA/EnableKAonCP.htm#FAIKAth_EnablingKnowledgeAd
NEW QUESTION 23
Which two statements are true about replacement tokens? (Choose two.)
- A. They enable re-use of existing content of any data type in variables.
- B. They enable management of standardized content from a single resource.
- C. They enable creation and storage of complex content consisting of integrated text and images multiple times.
- D. They enable re-use of content in a standardized form.
Answer: B,D
Explanation:
Explanation
Replacement tokens enable you to do the following:
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, 18A, page 25
NEW QUESTION 24
Which two statements are true about response requirements for incidents? (Choose two.)
- A. Default response requirements for an interface cannot be modified.
- B. Holidays have to be defined before creating response requirements.
- C. Custom response requirements are based on the level of service being provided.
- D. Response requirements include the maximum time limit for responding to each inquiry for an unresolved incident.
Answer: C,D
Explanation:
Explanation
To define an SLA:
Picture 2
4. Confirm that the Response Requirement Settings display as:
Picture 3
References:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAIKA/Configuring_KA_Features.htm#FAIKAab1032
NEW QUESTION 25
Which two statements are true about the Connect Common Object Model? (Choose two.)
- A. Sub-objects contain only primitive data types.
- B. Primary objects have only independent life cycles.
- C. Primary objects contain either primitive data types or sub-objects.
- D. An array object is a collection of primary objects.
- E. CRUD operations can be performed on sub-objects only through their parent primary object.
Answer: B,E
Explanation:
Explanation
D: CRUD operations on Sub-Objects are done only via their parent object E: Primary objects have their own life cycle.Primary objects are objects with a unique ID (primary key) which can be directly created, read, updated, and deleted. All primary objects inherit from the RightNow RNObject.
Primary objects have no set lifecycle in the Oracle RightNow Cx platform, meaning that once the objects are created, they exist in the system until they are deleted.
NEW QUESTION 26
Your customer wants to generate a report showing the number of days since incidents of a particular incident type were updated.
What should you use to create this report?
- A. Create a group filter using the rel_date_diff() function.
- B. Use the date_diff() function nested in the name_format() function.
- C. Use the date_add() function.
- D. Create a level filter using the count () function.
Answer: B
Explanation:
Explanation
The date_diff() function returns the number of seconds occurring between two dates.
NEW QUESTION 27
After how many categories will you see a search box that you can use to locate a subset of the categories in Knowledge Advanced?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: C
Explanation:
Explanation
If there are more than 100 work teams, you will see a search box you can use to locate a subset of the work teams.
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, 18A, page 70
NEW QUESTION 28
You have created four individual reports that display different details related to four agents.
Your customer wants to view and search for data in these reports simultaneously.
What should you use?
- A. Standard report
- B. Dashboard report
- C. Cumulative report
- D. Cross Tabs report
- E. Custom report
Answer: B
Explanation:
Explanation
Dashboards are particularly useful for managers who need to view a wide range of data from different reports.
Using dashboards eliminates the need to open a large number of reports individually.
When viewing standard or custom reports, you generally open reports one at a time, and search for data in only the report that is active. However, you can view and search for data in several reports simultaneously by adding them to a dashboard. Each report in a dashboard retains the same functionality as if you opened the report separately, allowing you to access and work with a variety of data from one dashboard.
References:
https://docs.oracle.com/en/cloud/saas/service/18a/famug/analytics.html#dashboards
NEW QUESTION 29
Which three values does Knowledge Advanced use to calculate whether the answers returned have improved?
(Choose three.)
- A. the total number of times the search has been made with the search string containing the title of the document
- B. the number of cases linked to the top answer
- C. the number of times documents were clicked on as a result after a particular answer
- D. the number of times the "Is this answer helpful?" option has been selected as "Yes"
- E. the total number of times documents were clicked on
Answer: C,D,E
Explanation:
Explanation
The answers your customers search for are sorted so the ones that are expected to be most useful are listed first. Three techniques are used to automatically rank and organize answers.
References:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FACAI/AdministeringAccessibility-4.htm
NEW QUESTION 30
What is the maximum size of a file attachment that can be attached to an Answer using the answer workspace?
- A. 25 MB
- B. 20 MB
- C. 10 MB
- D. 30 MB
- E. 5 MB
Answer: B
Explanation:
Explanation
20MB is the maximum as well as the default.
References:
http://communities.rightnow.com/posts/7e961ac4d6?commentId=46204#46204
NEW QUESTION 31
Your customer wants to update the new office address in about 1000 answer articles.
Your client has three interfaces for each of their lines of business that will all have different information.
What will you recommend to the client to update all the relevant answers?
- A. Call support and have them run a search and replace on the database.
- B. Search for all answers that have the address and update.
- C. Create a variable to contain the address and update all answers to include it.
- D. Create a standard text to include the new address and update all the answers to include it.
Answer: B
Explanation:
Explanation
Answer variables are predefined shortcuts for entering information into an answer instead of a long string of text. When an answer displays on the customer portal, the variable is replaced with whatever value was specified by your administrator.
Variables are also helpful to use for information that may change. When your administrator changes the value of the variable, all answers containing that variable will also change. Contact your administrator for a list of variables defined for your application. For example, if your administrator added a variable for a support email address at your organization called "contact," you could insert the variable for the email address in the answer, such as $contact. If the email address changes, all answers containing the contact variable are updated.
References:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/_BUIGuide-9.htm
NEW QUESTION 32
In Knowledge Advanced Search what is the use of the Concept feature?
- A. Adding a new concept enabled Knowledge Advanced Search to return results that match a particular word, its synonyms, and its related concepts.
- B. Adding a new concept enabled Knowledge Advanced Search to return results that match a particular word and its synonyms.
- C. Adding a new concept enabled Knowledge Advanced Search to return results that match only a particular word.
- D. Adding a new concept enabled Knowledge Advanced Search to return results that do not match a particular word.
Answer: A
Explanation:
Explanation
The Dictionary uses concepts and synonyms to associate different words that have the same meaning with one another. A concept is simply a word and its synonyms, which the Dictionary treats as a single object.
Intelligent Search uses concepts to match words in both users' questions and in the knowledge base content based on their meaning. It also recognizes that some concepts are more important to users than others, and uses that information to prioritize answers within search results.
References:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/tuning-intelligent-search.html#c_About_Concepts_and_
NEW QUESTION 33
Which statement is true about dashboards?
- A. A new dashboard can be created by copying an existing dashboard.
- B. A new dashboard must have more than one report.
- C. The dashboard design center's reports explorer lists only reports that can be added to a dashboard.
- D. A new dashboard can be scheduled with alerts
- E. A new dashboard can be created only by dragging existing reports to the dashboard design center.
Answer: A
Explanation:
Explanation
Dashboards are created and edited on the dashboard design center by dragging reports to the dashboard, adding optional descriptions, images, text, and controls, and configuring display options.
If you do not want to create a new dashboard, you can copy an existing custom or standard dashboard in the Reports explorer and then edit the copy using the dashboard design center.
NEW QUESTION 34
Your Customer wants to fetch specific contact details using an ROQL query. Their requirements are:
1. Fetch Contact ID, Contact First name, and Contact Last name details.
2. Contact first name should start with "A".
3. Query should run against the report database.
4. All contacts must be sorted in ascending order by Contact first name.
Which query will meet all the requirements?
- A. Name.First like 'A%' ORDER BY Contact.First;
- B. String queryString = "USE REPORT; SELECT id, C.Name.First, C.Name.Last FROM Contact C WHERE C.Name.First like 'A%' ORDER BY Contact.Name.First;
- C. String queryString = "USE OPERATIONAL; SELECT id, C.Name.First, C.Name.Last FROM Contact C WHERE C.Name.First like 'A%' ORDER BY Contact.Name.First;
- D. String queryString = "USE REPORT; SELECT id, C.First, C.Last FROM Contact C WHERE
- E. String queryString = "USE REPORT; SELECT id, C.Name.First, C.Name.Last FROM Contact C WHERE C.Name.First = 'A%' ORDER BY Contact.Name.First;
Answer: E
Explanation:
Explanation
You must include a USE REPORT statement in the query.
Column names are C.Name.First and C.Name.Last.
We use the like operator for the string comparison.
References:
https://docs.oracle.com/en/cloud/saas/service/18a/cxsvc/c_osvc_roql_tabular_queries.html
NEW QUESTION 35
Which statement is true about generic objects?
- A. CRUD operations cannot be performed with generic objects.
- B. A generic object representation must be built for handling standard objects.
- C. Batching and chaining operations are supported only by generic objects.
- D. A generic object representation must be built for custom objects.
Answer: C
Explanation:
Explanation
Chaining is always used together with batching. A batch operation includes multiple target operations that each can take a homogeneous or heterogeneous list of business objects.
References:
https://docs.oracle.com/en/cloud/paas/integration-cloud-service/cccdg/batch-and-bulk-operations.html
NEW QUESTION 36
In Knowledge Advanced, which three components does the Intelligent Search component, Ontology, contain?
(Choose three.)
- A. Rules engine
- B. Search Log
- C. Translations
- D. Language information
- E. Dictionary
Answer: A,D,E
Explanation:
Explanation
When you tune a question you are adding or changing objects in the Intelligent Search Dictionary. The Dictionary is an Intelligent Search component that contains:
References:
https://docs.oracle.com/cloud/may2017/servicecs_gs/FAAKA/Optimizing_Intelligent_Search.htm#FAAKAth_T
NEW QUESTION 37
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