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Preparations of 1Z0-1037-20 Exam 2021 Oracle Knowledge Management Cloud Unlimited 72 Questions
NEW QUESTION 32
Which action cannot be performed on a dashboard?
- A. open a report for editing from a dashboard
- B. queue a dashboard manually
- C. add a web browser to a dashboard
- D. send queued dashboards to comma-separated values (CSV) file
Answer: C
NEW QUESTION 33
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. Delete the Platinum SLA and save the record, create a new SLA with a different name, and assign a total incident count of 100.
- B. Rename the Platinum SLA, change the total incident value to 100, and save it.
- C. Activate the default SLA which has a default incident count of 100 by deleting the Platinum SLA.
- D. In the Platinum SLA modify the total incident count to 100 and save it.
Answer: D
Explanation:
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
References:
https://docs.oracle.com/cd/E26854_01/doc.121/e26585/alerts004.htm#CIHGIFIH
NEW QUESTION 34
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 35
Your client wants to block all employees' personal details and allow each employee's direct manager to access only the blood group, medical details, emergency contact number for emergency usage.
What kind of filter option should you use to allow a manager to generate an emergency details report?
- A. Restricted Filter
- B. Standard Filter
- C. Fixed filter
- D. Docked filter
- E. Runtime Selectable filter
Answer: C
Explanation:
Explanation
fixed filter: A component of Analytics and Out*reach and Feedback segments used to define the data set available in the report or segment. Fixed filters are statements constructed from expressions, functions, and operators, and cannot be altered when using a segment or when running a report
NEW QUESTION 36
Which three components do you configure in Oracle Service Cloud that are synced to Knowledge Advanced?
(Choose three.)
- A. API Roles
- B. Web roles
- C. Product and Categories
- D. Workflows
- E. Console roles
Answer: B,C,E
Explanation:
Explanation
Knowledge Advanced uses Products and Categories hierarchies that you define for your Service Cloud environment, and automatically synchronizes any changes you make to the Product hierarchy.
You manage users through roles, which control the level of management access you have to Knowledge Advanced, the general authoring abilities you have on a particular Content Type, and what tasks you can perform in a workflow. Users are assigned either Console roles or Web roles.
References:
Oracle Service Cloud, Using Knowledge Advanced, Release May 2016, pages 28, 45
NEW QUESTION 37
Which two statements are true about exporting report data? (Choose two.)
- A. It can be exported as a Word doc.
- B. It can be exported only as an .xlsx Excel file.
- C. It can be exported using only absolute HTML layouts.
- D. It can be exported in XML format.
- E. It can be exported in PDF format.
- F. It can be exported to a character-delimited file.
Answer: D,F
NEW QUESTION 38
Which option should you select from the Status drop-down menu to see the reviewed requests in Knowledge Advanced?
- A. All Requests
- B. Active Request
- C. Archived Request
- D. Request Review
Answer: C
Explanation:
Explanation
You can filter the Manage Tuning Request list to display only active requests or only archived requests.
At the Status drop-down menu on the Manage Search Questions screen, select one of the following options:
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, November 2016, page 45
NEW QUESTION 39
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 40
Which two statements are true about Knowledge Advanced views? (Choose two.)
- A. Views do not depend on the number and purpose of the interface that your organization uses.
- B. You must create Views to map Knowledge Advanced objects and functionality to the Oracle Service cloud interface.
- C. View cannot be renamed or deleted but only modified.
- D. In Oracle Service Cloud if you have multiple interfaces to support multiple brands then you must create a view corresponding to each interface.
- E. In Oracle Service Cloud if you have multiple interfaces to support multiple languages or locales then you must create a view for each interface.
Answer: D,E
Explanation:
Explanation
You must create a view to map Knowledge Advanced objects and functionality to the interface defined for your Service Cloud implementation. Views are a means to logically segregate your knowledge base to conform to your organization's business requirements. Your organization probably defines view for various brands or business units.
When you configure Knowledge Advanced, the views that you need to create depend on the number and purpose of the interfaces that your organization uses.
For example:
References:
https://docs.oracle.com/en/cloud/saas/service/18a/faika/configuring-knowledge-advanced-within-service-cloud.h
NEW QUESTION 41
You enter a word in the Manage Search Query tool field "Tune a Question" that Knowledge Advanced does not recognize.
Which statement is true?
- A. Knowledge Advanced does not accept words that are not in the dictionary.
- B. The tuning process automatically corrects it.
- C. You must check if alternative synonyms exist.
- D. You must correct the spelling manually.
Answer: D
Explanation:
Explanation
When you tune a user question, you are adding or changing objects in the Intelligent Search Dictionary.
The tuning process corrects common, misspelled words automatically. However, if you enter a word that the tuning process does not recognize, or it returns a word not synonymous with your meaning, you must correct the spelling manually.
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, November 2016, page 51
NEW QUESTION 42
Your customer tries to use Knowledge Foundation API to fetch answer articles from Oracle Service Cloud and display them in an external application.
However, when they try to connect with Knowledge Foundation API they receive an exception code
"ACCESS_DENIED".
What are two reasons for this? (Choose two.)
- A. For Site "IP_CONNECT_ENABLED" Configuration setting is not turned on.
- B. Staff account profile does not have permission to access Knowledge Foundation API.
- C. Staff account credentials are not correct.
- D. Knowledge Foundation API can only be used by an internal application.
- E. For Site "II_CONNECT_ENABLED" Configuration setting is not turned on.
Answer: A,B
NEW QUESTION 43
Which two statements are true about Connect Web Services for a SOAP Batch Operation? (Choose two.)
- A. If bulk CRUD operations are used in a batch operation, the server will only allow for a total of 10,000 objects to be processed.
- B. In a batch request, the server will allow up to 100 transactions.
- C. The "CommitAfter" attribute can only be set at the end of the last transaction in a batch request.
- D. If a new transaction is in the batch request after the failed transaction, the transaction will not run.
- E. A batch operation can be used to send multiple heterogeneous operation requests to the server in a single SOAP request.
Answer: A,E
Explanation:
Explanation
B: Following upper limits are imposed on a given input payload for the Batch operation:
C: Batch sends a set of operations to the server in a single request.
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 Replacement Value variable
- B. Custom report with Ad Hoc Value variable
- C. Custom report with Predefined List variable
- D. Standard report with User Defined List variable
Answer: B
Explanation:
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
Which filter type should you use in a report to display data in a tree structure?
- A. Slicing by bucket
- B. Auto filter
- C. Rollup
- D. Slicing by column
Answer: D
Explanation:
Explanation
Slicing a report allows you to group tabular data sharing common values in fields included in the report.
Slicing a report allows you to group tabular data sharing common values in fields included in the report. You can then select from the slice tree or links and view only the report data that matches the selected field values.
References:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/_analytics.htm
NEW QUESTION 46
A customer has a problem with a damaged battery and searches your knowledge base with the search term
"battery damage issue." The customer selects one of the answers in the search result and wants to view answers that contain closely related articles in continuation to the selected answer.
What should you configure?
- A. Include battery and damage as keywords under Answers Stop Words.
- B. Open the answer containing the battery damage issue term and under the Relationship tab add the loosely related continuation answers in Sibling Answers.
- C. Edit the alias text file to include alias words - battery damage, battery issue, battery.
- D. Open the answer containing the battery damage issue term and under the Relationship tab add the loosely related continuation answers in Manually Related Answers.
Answer: D
Explanation:
Explanation
Manually related answers are two or more answers that may contain related information. Manually relating answers provides customers with additional options for finding accurate information. The Manually Related Answers section of the Relationships tab consists of a toolbar and a list of manually related answers.
NEW QUESTION 47
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 48
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 49
Which three types of answers can be added to the knowledge base? (Choose three.)
- A. TEXT
- B. HTML
- C. XML
- D. File Attachment
- E. URL
Answer: B,D,E
Explanation:
Explanation
If you have an existing knowledge base and you would like to migrate that content into a knowledge base, you must create specific Content Types for that content to migrate to.
Before you migrate your knowledge base, create the following Content Types:
C: HTML - These answers represent HTML content. You create an HTML article by entering text in the Summary, Question, and Answer fields on the Add Content page.
D: URL - These answers represent URLs to external content. You create a URL article by entering the URL of the document that is to be the answer source for the given question in the URL field of the Add Content page.
The URL must be to one specific page and not to a page containing links to additional sources or external collections. It is also important to enter a descriptive Summary and Question as Knowledge Advanced uses the information in these two fields when conducting internal searches for documents. For customer searches, Knowledge Advanced also indexes the destination URL so it can be searched.
E: Attachment - These answers represent standalone documents attached to the answer. You create an attachment article, select the attachment to use from the Attachment link on the Add Content page.
FAQ - These answers represent frequently asked questions.
KCS - These answers represent similar content from KSC articles.
Manual - These answers represent application manuals.
References:
https://docs.oracle.com/cloud/may2017/servicecs_gs/FAUKA/Content_Authoring.htm#FAUKAcontent_authorin
NEW QUESTION 50
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 51
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 52
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