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Oracle 1Z0-1037-20 Exam Syllabus Topics:
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NEW QUESTION 11
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:
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.
References:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/tuning-intelligent-search.html#c_Analyzing_Tuning_Im
NEW QUESTION 12
How can you access the Report Explorer?
- A. Home > Analytics > Report management > Report explorer
- B. Home > Analytics > Report Explorer
- C. Home > Configuration > Report management > Report explorer
- D. Home > Configuration > Report management
- E. Home > Configuration > Report Explorer
Answer: B
Explanation:
Explanation
To access Knowledge Advanced Analytics:
References:
Oracle Service Cloud, Using Knowledge Advanced, Release May 2016, page 75
NEW QUESTION 13
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 group and refine related answers based on the product and the service level
- D. to provide access to the answers based on the customer service level agreement matching the answers' access level
Answer: D
Explanation:
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
Picture 1
References:
https://docs.oracle.com/cloud/august2016/servicecs_gs/FAKAU/Chunk858056443_d105.htm
NEW QUESTION 14
Which two queues have manual pull policy? (Choose two.)
- A. Standard
- B. Manual
- C. Round Robin (All)
- D. Last In First Out (LIFO)
- E. Round Robin (Logged in)
Answer: A,E
Explanation:
Explanation
An incident report can be configured to manually pull from a standard or round robin (logged in) queue.
References:
http://communities.rightnow.com/posts/505437e96f?commentId=42124#42124
NEW QUESTION 15
Which statement is true about dashboards?
- A. The dashboard design center's reports explorer lists only reports that can be added to a dashboard.
- B. A new dashboard must have more than one report.
- C. A new dashboard can be created only by dragging existing reports to the dashboard design center.
- D. A new dashboard can be scheduled with alerts
- E. A new dashboard can be created by copying an existing dashboard.
Answer: E
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 16
You notice that when a customer searches with the word "mobile", there are irrelevant answers showing under
"Answers Other Found Helpful" section.
Which two steps should you take to resolve this? (Choose two.)
- A. Remove irrelevant answers from manually related answers.
- B. Block irrelevant answers from learned links.
- C. Add the word "mobile" to the answer stop word, add "mobile" to the search priority word, and then assign one answer.
- D. Remove Related Answer Widget from the Customer Portal.
- E. Delete irrelevant answers from sibling answers.
Answer: C,E
Explanation:
Explanation
A: A stop word is a certain term that you don't want to be used in the scoring of all search results.
D: A meta-answer is a collection of related answers that are all associated with the same products and categories. These related answers are called sibling answers, and that relationship is defined on the CX Console, not on the accessibility interface.
References:
https://www.oracle.com/assets/knowledgebase-search-effectiveness-1607920.pdf
NEW QUESTION 17
A customer wants to perform Knowledge Advanced administrative operations on multiple articles using the bulk update feature.
Which three statements are true about the bulk update feature? (Choose three.)
- A. It cannot change product/category of articles.
- B. It can publish and un-publish articles.
- C. It cannot delete articles from the Content Type.
- D. It can change views of articles.
- E. It cannot change the owner of articles.
- F. It can request translations of articles.
Answer: B,D,F
Explanation:
Explanation
You can manage the following tasks through the bulk update feature.
References:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/managing-content.html#c_Modifying_Articles_with_Bu
NEW QUESTION 18
Which option should you select from the Status drop-down menu to see the reviewed requests in Knowledge Advanced?
- A. Active Request
- B. All Requests
- 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 19
In the Actions to Take drop-down list of Knowledge Advanced, which three actions can you use to tune a question?
- A. Add to Existing Concept
- B. Add Synonyms
- C. Edit Concept
- D. Add a Concept
- E. Copy a Concept
Answer: A,C,D
Explanation:
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.
References:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/tuning-intelligent-search.html#c_Selecting_or_Entering_
NEW QUESTION 20
You want to exclude all newly created answer articles from calculating the solved count for 60 days from their creation date.
Which configuration setting should you change?
- A. ANS_NEW_INC_DURATION set to 60 days.
- B. ANS_NOTIF _DURATION set to 60 days.
- C. ANS_UPD_INC_DURATION set to 60 days.
- D. EU_FA_NEW_WIN_TYPES set to 60 days.
- E. ADP_NUM_REL_ANS set to 60 days.
Answer: A
Explanation:
Explanation
ANS_NEW_INC_DURATION denotes the number of days that the solved count of new answers will not be aged (reduced).
NEW QUESTION 21
Which action cannot be performed on a dashboard?
- A. send queued dashboards to comma-separated values (CSV) file
- B. add a web browser to a dashboard
- C. open a report for editing from a dashboard
- D. queue a dashboard manually
Answer: B
NEW QUESTION 22
What does the response requirement in an SLA specify?
- A. individual time limits for the initial response time and subsequent resolution as per the business hours.
- B. the overall maximum time limit for the initial response and resolution for each incident.
- C. the maximum number of days allowed for the resolution of an incident as per the business hours.
- D. initial response time limit to all customer inquiries within one business day.
Answer: B
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 23
What should you do to ensure two published answers are always returned for a specific search word?
- A. Create multiple Priority words that share the same name.
- B. List the search word under Stop words.
- C. List the search word under Answers Keywords.
- D. Create multiple search words associated within a single priority word group.
- E. List the search word under both Answers Keywords and Stop words.
Answer: C
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 24
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. Activate the default SLA which has a default incident count of 100 by deleting the Platinum SLA.
- B. In the Platinum SLA modify the total incident count 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. Rename the Platinum SLA, change the total incident value to 100, and save it.
Answer: B
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 25
Which statement is true about generic objects?
- A. A generic object representation must be built for custom objects.
- B. CRUD operations cannot be performed with generic objects.
- C. Batching and chaining operations are supported only by generic objects.
- D. A generic object representation must be built for handling standard 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 26
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. Open the answer containing the battery damage issue term and under the Relationship tab add the loosely related continuation answers in Sibling Answers.
- B. Edit the alias text file to include alias words - battery damage, battery issue, battery.
- C. Include battery and damage as keywords under Answers Stop Words.
- 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 27
In Oracle Knowledge Advanced, which shortcut key opens an external answer in a browser?
- A. Ctrl + T
- B. Ctrl + O
- C. Ctrl + A
- D. Ctrl + N
Answer: B
Explanation:
Explanation
To open in a browser (for external documents) use Ctrl + K + O
References:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAUKA/User_AgentDesktop.htm#FAUKAControllin
NEW QUESTION 28
How is unconditional linking different from conditional linking for a linked column in a report?
- A. Unconditional linking is based only on variables, whereas conditional linking is based on run-time selectable filters.
- B. Unconditional linking can be used only to open other reports, whereas conditional linking can open reports or dashboards.
- C. Unconditional linking always opens the same report or dashboard, whereas conditional linking can open different reports or dashboards depending on the value you drill down.
- D. Unconditional linking can display summaries from a single table, whereas conditional linking can display summaries from several tables.
Answer: C
Explanation:
Explanation
Report linking is a feature for creating links between reports. Linked reports and dashboards can be seamlessly opened from other reports, just as report levels can be opened from other levels in the same report. Both conditional and unconditional links can be created.
References:
https://docs.oracle.com/cloud/17d/servicecs_gs/FAMUG/topichead.htm#FAMUGg_report_control
NEW QUESTION 29
How is access to a Knowledge Advanced article or external document controlled for web users on the Customer Portal?
- A. Views
- B. User groups
- C. Console Roles
- D. Profiles
Answer: B
Explanation:
Explanation
Administrators can activate search results in Knowledge Advanced so that agents, when searching Knowledge Advanced from an incident, can see only articles relevant to the areas the agents support. The filtering equates user groups with web roles and service level agreements; however, you can only tag articles with user groups.
You configure content visibility for user groups and content processing authentication for external collections using either the Collection Wizard or Collection Form under Manage Collections.
References:
Oracle Cloud Knowledge Advanced Implementation Guide, Release February 2018, page 54, page 60
NEW QUESTION 30
Which two statements are true about Connect Web Services for a SOAP Batch Operation? (Choose two.)
- A. A batch operation can be used to send multiple heterogeneous operation requests to the server in a single SOAP request.
- B. The "CommitAfter" attribute can only be set at the end of the last transaction in a batch request.
- C. In a batch request, the server will allow up to 100 transactions.
- D. 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.
- E. If a new transaction is in the batch request after the failed transaction, the transaction will not run.
Answer: A,D
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 31
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