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NEW QUESTION 32
Examine these statements about products, categories, and dispositions:
1. Maximum hierarchy level of product/category is five.
2. A disposition cannot be seen in the customer portal.
3. Deleting a product classification will not cause any issue in rules.
4. A parent product can only be deleted after deleting all child products.
Which statements are true?
- A. 1 & 2
- B. 1 & 4
- C. 2 & 4
- D. 3 & 4
- E. 2 & 3
Answer: C
NEW QUESTION 33
Which two statements are true about response requirements for incidents? (Choose two.)
- A. Holidays have to be defined before creating response requirements.
- B. Response requirements include the maximum time limit for responding to each inquiry for an unresolved incident.
- C. Custom response requirements are based on the level of service being provided.
- D. Default response requirements for an interface cannot be modified.
Answer: B,C
Explanation:
To define an SLA:
4. Confirm that the Response Requirement Settings display as:
Reference:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAIKA/Configuring_KA_Features.htm#FAIKAab1032248
NEW QUESTION 34
Which three pieces of information can be obtained from the Knowledge Advanced Analytics standard reports? (Choose three.)
- A. Questions with High Score Answer
- B. Click-Though Rate of External Documents
- C. Words without Concepts
- D. Article Aging
- E. Search Accuracy
Answer: B,C,D
Explanation:
Accessing Analytics Reports
Use the following procedure to access Knowledge Advanced Analytics reports.
To view the following reports, select Common, Data Integration and the report.
To view the following reports, select OKCS and the report.
Reference:
Oracle Service Cloud, Knowledge Advanced Administration Guide, 18A, page 75
NEW QUESTION 35
What should you configure so that specific keywords and synonyms will be used for answers when an answer search of exact phrase type is performed?
- A. the thesaurus.txt file
- B. both the Answers Keywords and Stopwords
- C. the alias.txt file
- D. the wordlist files
Answer: A
Explanation:
The thesaurus.txt file contains a list of words and their synonyms used in the Similar Phrases search technique on the Answers page. Words in the text search are matched with synonyms to extend the searching capability to include ontologies.
NEW QUESTION 36
What are the standard status types for answers?
- A. Private, Published, Proposed, Review
- B. Public, Proposed
- C. Published, Proposed
- D. Private, Public
Answer: D
Explanation:
The status of an answer that determines whether it can be viewed by customers. The default answer status types are Public and Private.
Reference:
https://docs.oracle.com/cloud/17d/servicecs_gs/FAMUG/topichead.htm#FAMUGg_answer_relationship
NEW QUESTION 37
You want to create a report in which a row gets highlighted based on a condition you specify and email alerts are sent out when data in the generated report meets the specified condition.
What should you use in your report?
- A. Docked filters
- B. Data exception
- C. Conditional linking
- D. Conditional formatting
Answer: B
Explanation:
An exception is a method of highlighting report data that meets certain criteria. Data exceptions also allow email alerts to be sent when data in a scheduled report meets the exception criteria.
Reference:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/topichead.htm#FAMUGevent
NEW QUESTION 38
How can you access the Report Explorer?
- A. Home > Analytics > Report management > Report explorer
- B. Home > Configuration > Report management
- C. Home > Configuration > Report Explorer
- D. Home > Configuration > Report management > Report explorer
- E. Home > Analytics > Report Explorer
Answer: E
Explanation:
To access Knowledge Advanced Analytics:
Reference:
Oracle Service Cloud, Using Knowledge Advanced, Release May 2016, page 75
NEW QUESTION 39
Which five components can be used to filter the Authoring inbox? (Choose five.)
- A. User
- B. Content Types
- C. Locales
- D. Product and Categories
- E. Rating
- F. Console roles
- G. Assignment status
- H. Views
Answer: A,B,C,G,H
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.
Reference:
Oracle Service Cloud, Knowledge Advanced User Guide, Release May 2017, page 17
NEW QUESTION 40
You want to create a report that you can restructure to display different groupings by selecting different fields to use as the columns, rows, and output fields.
Which type of report should you create?
- A. Cross tab report
- B. Custom report with slice bucket
- C. Linked report
- D. Dashboard
Answer: A
Explanation:
The Cross Tab feature lets you display report output in a table to summarize large amounts of data. Using a cross tab table, you can select the fields to define the table's rows, columns, and output fields, essentially grouping the data by both the row and column output. The output fields are a culmination of the row and column data.
Reference:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/_analytics.htm#FAMUGae1133085
NEW QUESTION 41
Which two report columns are displayed in Oracle Knowledge Advanced? (Choose two.)
- A. Rating
- B. Summary
- C. Description
- D. Answer ID
- E. Author
Answer: B,D
Explanation:
Viewing the Answer Details
When you click a link in the # Answers column of the report, you can view the following answer details.
Reference:
https://docs.oracle.com/cloud/august2016/servicecs_gs/FAKAC/Chunk528507396_d110.htm#aa1237135
NEW QUESTION 42
In Knowledge Advanced, which three components does the Intelligent Search component, Ontology, contain? (Choose three.)
- A. Search Log
- B. Language information
- C. Dictionary
- D. Translations
- E. Rules engine
Answer: B,C,E
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:
Reference:
https://docs.oracle.com/cloud/may2017/servicecs_gs/FAAKA/Optimizing_Intelligent_Search.htm#FAAKAth_TuningIntelligentSearch
NEW QUESTION 43
Which two statements are true about published reports? (Choose two.)
- A. Published reports can be edited.
- B. Published report data can change automatically when the knowledge base data is updated.
- C. Published reports can be shared.
- D. Published reports contain snapshots of data at the time the report is run.
- E. Published reports have filtering option in ribbon.
Answer: C,D
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.
Reference:
https://docs.oracle.com/cloud/17d/servicecs_gs/FAMUG/topichead.htm#FAMUGg_public_key
NEW QUESTION 44
You want to create a report in which your customer can enter any date and generate all the incidents created on that date.
Which type of report and variable should you use?
- A. Standard report with User Defined List variable
- B. Custom report with Ad Hoc Value variable
- C. Standard report with Replacement Value variable
- D. Custom report with Predefined List variable
Answer: B
Explanation:
There are several types of variables you can use, including predefined lists, user-defined lists, ad hoc values, and replacement values. Each of these serves a unique function.
Ad Hoc Value. Select this type to allow staff members to type their own value for the parameter at run-time, without having to select from a list. For example, an individual using the report types the exact expression or string to use as the variable value.
When you select this type, you must select a data type for the variable.
NEW QUESTION 45
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. 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;
- B. 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;
- C. String queryString = "USE REPORT; SELECT id, C.First, C.Last FROM Contact C WHERE C.Name.First like 'A%' ORDER BY Contact.First;
- D. 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;
Answer: D
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.
Reference:
https://docs.oracle.com/en/cloud/saas/service/18a/cxsvc/c_osvc_roql_tabular_queries.html
NEW QUESTION 46
In Knowledge Advanced, if 1000 documents were linked to cases 1000 times before tuning, then how many times should they be linked after tuning, such that the tuning impact is negative and you may need to revise the changes?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: A
Explanation:
Estimated Improvement. This is a numeric value that represents the positive or negative change Generally, when more answers with higher click-throughs are promoted, or moved up the result list, the tuning had a positive impact. When more answers with lower click-throughs are moved up the result list, this can indicate that the tuning had a negative impact.
Reference:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/tuning-intelligent-search.html#c_Analyzing_Tuning_Impact_on_Similar_Questions_aa1030048
NEW QUESTION 47
Which action cannot be performed on a dashboard?
- A. open a report for editing from a dashboard
- B. send queued dashboards to comma-separated values (CSV) file
- C. add a web browser to a dashboard
- D. queue a dashboard manually
Answer: C
NEW QUESTION 48
Which action can be performed on published reports?
- A. activate run-time selectable filters
- B. modify report permissions
- C. enable drill-down links for report levels
- D. add page breaks
Answer: A
Explanation:
A docked filter is a run-time selectable filter or output variable that is added to the top of a report. Docked filters let report users select different run-time filter values and output variables in the report, bypassing the Search window.
NEW QUESTION 49
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:
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.
Reference:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/tuning-intelligent-search.html#c_About_Concepts_and_Synonyms_aa1039663
NEW QUESTION 50
Which two queues have manual pull policy? (Choose two.)
- A. Standard
- B. Round Robin (All)
- C. Round Robin (Logged in)
- D. Manual
- E. Last In First Out (LIFO)
Answer: A,C
Explanation:
An incident report can be configured to manually pull from a standard or round robin (logged in) queue.
Reference:
http://communities.rightnow.com/posts/505437e96f?commentId=42124#42124
NEW QUESTION 51
In the Actions to Take drop-down list of Knowledge Advanced, which three actions can you use to tune a question?
- A. Add Synonyms
- B. Copy a Concept
- C. Add a Concept
- D. Add to Existing Concept
- E. Edit Concept
Answer: C,D,E
Explanation:
The Actions To Take menu lists the tuning options for each object. Each object has a set of tuning actions, as displayed in the following table.
Reference:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/tuning-intelligent-search.html#c_Selecting_or_Entering_a_Question_to_Tune_aa1040311
NEW QUESTION 52
What is the purpose of an SLA in Knowledge base?
- A. to rank customers based on the number of answers posted in a forum based on the service level
- B. to give permission to users to add questions in a forum based on the service level
- C. to provide access to the answers based on the customer service level agreement matching the answers' access level
- D. to group and refine related answers based on the product and the service level
Answer: C
Explanation:
Service Level Agreements (SLA) determine control the type and amount of support you offer your customers. You must define an SLA to associate with Customer Portal users.
Table Service Level Agreement Options, Example
Reference:
https://docs.oracle.com/cloud/august2016/servicecs_gs/FAKAU/Chunk858056443_d105.htm
NEW QUESTION 53
Which three values does Knowledge Advanced use to calculate whether the answers returned have improved? (Choose three.)
- A. the total number of times documents were clicked on
- B. the total number of times the search has been made with the search string containing the title of the document
- 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 number of cases linked to the top answer
Answer: A,C,D
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.
Reference:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FACAI/AdministeringAccessibility-4.htm
NEW QUESTION 54
You have created a new article in your knowledge base and you want it to always appear at the top of the search result page.
What display position should you configure?
- A. Fix First
- B. Fixed at Top
- C. Place at First
- D. Historical usefulness
- E. Place at Top
Answer: E
Explanation:
Place at Top-Select this option to place the answer at the top of the list on the Answers page by changing the score to be equal to the highest answer. The score is then adjusted as the solve count changes over time.
NEW QUESTION 55
Contact X is assigned to a Platinum SLA, which allows the contact to create a total of 250 incidents in a month.
Your client wants to reduce the number of incidents to 100.
Which action should you perform?
- A. In the Platinum SLA modify the total incident count to 100 and save it.
- B. Rename the Platinum SLA, change the total incident value to 100, and save it.
- C. Delete the Platinum SLA and save the record, create a new SLA with a different name, and assign a total incident count of 100.
- D. Activate the default SLA which has a default incident count of 100 by deleting the Platinum SLA.
Answer: A
Explanation:
After you define an SLA policy, you might need to view it, modify it, disable it, duplicate it, or delete it.
To Modify an SLA Policy
Reference:
https://docs.oracle.com/cd/E26854_01/doc.121/e26585/alerts004.htm#CIHGIFIH
NEW QUESTION 56
An authorized Knowledge Advanced user has created a translated document from a master document, but later wants to remove it from the system. The system does not allow the user to delete the translated document.
What can be the reason for this?
- A. The user cannot delete the translated document; you have to remove it from the user's access by unpublishing a version.
- B. The user needs Admin permission to delete the translated document.
- C. The user cannot delete it because it directly affects the reference document that the translation document is based upon.
- D. The user cannot delete the translated document because version numbers between the various localized versions are dependent on each other.
Answer: A
Explanation:
You cannot delete translated documents; you can remove them from user access by unpublishing a version.
Reference:
Oracle Service Cloud, Knowledge Advanced Administration Guide, November 2016, page
NEW QUESTION 57
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