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NEW QUESTION 19
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. Delete irrelevant answers from sibling answers.
- B. Block irrelevant answers from learned links.
- C. Remove irrelevant answers from manually related answers.
- D. Remove Related Answer Widget from the Customer Portal.
- E. Add the word "mobile" to the answer stop word, add "mobile" to the search priority word, and then assign one answer.
Answer: A,E
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.
Reference:
https://www.oracle.com/assets/knowledgebase-search-effectiveness-1607920.pdf
NEW QUESTION 20
Which two statements are true about workflows in Knowledge Advanced? (Choose two.)
- A. Once a user rejects the article, the system automatically deletes the article.
- B. A Workflow process is defined as a sequence of steps, such as creating, editing, translating, reviewing, and approving the articles.
- C. In Workflow you cannot reassign a task to another user or team.
- D. A Workflow process can only be used while creating and editing the articles.
- E. Once a user rejects the article, it moves to the previous step.
Answer: B,E
Explanation:
D: A workflow consists of one or more steps. Each step defines a task that is assigned to a user or team of users, and the task assignment appears in the user's Inbox in Knowledge Advanced. When the task is completed, the user can either:
E: A workflow process is a sequences of steps, such as creating, editing, translating, reviewing, and approving, that you can define to enforce specific content management procedures for your organization.
Reference:
Oracle Service Cloud, Knowledge Advanced Administration Guide, November 2016, page 4
NEW QUESTION 21
Which three statements are true bout the limitations of Connect Web Services? (Choose three.)
- A. When executing a query against an operational database, a maximum of 20,000 rows can be returned in a single request.
- B. When executing a query against an operational database, a maximum of 100,000 rows can be returned in a single request.
- C. The server enforces a maximum of 10,000 objects when invoking any one of the Create, Get, Update or Destroy operations.
- D. The combination of the multi-object Create, Get, Update & Destroy operations and the Batch operations is limited to 10,000 total input objects per SOAP request.
- E. When executing a query against a report database, a maximum of 100,000 rows can be returned.
- F. When executing a query against a report database, a maximum of 20,000 rows can be returned.
Answer: B,D,E
Explanation:
D (not A): If the report is pre-configured for deferred execution, then depending on how large the data set to be processed is estimated to be, the report will either run right away or be prompted for queuing. In most cases, the user will be prompted to place the report in the queued state. Only where the report is estimated to run very quickly by not exceeding the deferred report threshold of 200,000 rows will the report be run immediately.
E: In Oracle Service Cloud, the maximum row export threshold is 100,000 rows.
F (not C): 10,000 total input objects per SOAP request. The combination of the multi-object Create, Get, Update and Destroy operations and the Batch operation is limited to 10,000 total input objects per SOAP request.
Reference:
https://docs.oracle.com/cloud/latest/soa121300/TKRDP/GUID-ED7B0E34-2D5E-40DF-A7ED-001581E2ACCA.htm#TKRDP2778 ORACLE SERVICE CLOUD GUIDE: HOW TO IMPROVE REPORTING PERFORMANCE, Best Practices to Scale Oracle Service Cloud Analytics for High Performance, ORACLE WHITE PAPER | MARCH 2015
NEW QUESTION 22
Which option should you select from the Status drop-down menu to see the reviewed requests in Knowledge Advanced?
- A. Archived Request
- B. All Requests
- C. Active Request
- D. Request Review
Answer: A
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:
Reference:
Oracle Service Cloud, Knowledge Advanced Administration Guide, November 2016, page 45
NEW QUESTION 23
What are the standard status types for answers?
- A. Private, Public
- B. Private, Published, Proposed, Review
- C. Published, Proposed
- D. Public, Proposed
Answer: A
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 24
Which five components can be used to filter the Authoring inbox? (Choose five.)
- A. Content Types
- B. Views
- C. User
- D. Rating
- E. Console roles
- F. Locales
- G. Product and Categories
- H. Assignment status
Answer: A,B,C,F,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 25
In Knowledge Advanced, which section displays the lock status?
- A. Overview
- B. Properties
- C. Analytics
- D. Reports
Answer: B
Explanation:
The Properties section displays the form properties and lock status.
NEW QUESTION 26
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. Standard report with Replacement Value variable
- C. Custom report with Ad Hoc Value variable
- D. Custom report with Predefined List variable
Answer: C
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 27
Which two statements are true about response requirements for incidents? (Choose two.)
- A. Response requirements include the maximum time limit for responding to each inquiry for an unresolved incident.
- B. Custom response requirements are based on the level of service being provided.
- C. Default response requirements for an interface cannot be modified.
- D. Holidays have to be defined before creating response requirements.
Answer: A,B
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 28
Which three values does Knowledge Advanced use to calculate whether the answers returned have improved? (Choose three.)
- A. the number of times documents were clicked on as a result after a particular answer
- B. the total number of times documents were clicked on
- C. the total number of times the search has been made with the search string containing the title of the document
- D. the number of cases linked to the top answer
- E. the number of times the "Is this answer helpful?" option has been selected as "Yes"
Answer: A,B,E
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 29
Which two statements are true about Knowledge Advanced views? (Choose two.)
- A. In Oracle Service Cloud if you have multiple interfaces to support multiple brands then you must create a view corresponding to each interface.
- B. You must create Views to map Knowledge Advanced objects and functionality to the Oracle Service cloud interface.
- C. In Oracle Service Cloud if you have multiple interfaces to support multiple languages or locales then you must create a view for each interface.
- D. Views do not depend on the number and purpose of the interface that your organization uses.
- E. View cannot be renamed or deleted but only modified.
Answer: A,C
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:
Reference:
https://docs.oracle.com/en/cloud/saas/service/18a/faika/configuring-knowledge-advanced-within-service-cloud.html#c_Creating_Knowledge_Advanced_Views_ab1009963
NEW QUESTION 30
Which three tasks should you perform after deploying custom objects? (Choose three.)
- A. creating standard reports
- B. adding the workspace to a user's navigation set
- C. editing a user's profile to grant permissions to use the custom object workspace
- D. defining relationships with other custom objects or standard objects
- E. creating system attributes
- F. creating a workspace
Answer: B,C,F
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.
Reference:
Oracle Service Cloud User Guide, Release February 2017, page 92
NEW QUESTION 31
Which three pieces of information can be obtained from the Knowledge Advanced Analytics standard reports? (Choose three.)
- A. Article Aging
- B. Words without Concepts
- C. Click-Though Rate of External Documents
- D. Search Accuracy
- E. Questions with High Score Answer
Answer: A,B,C
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 32
Which two queues have manual pull policy? (Choose two.)
- A. Manual
- B. Round Robin (All)
- C. Standard
- D. Round Robin (Logged in)
- E. Last In First Out (LIFO)
Answer: C,D
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 33
Which two statements are true about published reports? (Choose two.)
- A. Published reports can be shared.
- B. Published reports contain snapshots of data at the time the report is run.
- C. Published reports can be edited.
- D. Published report data can change automatically when the knowledge base data is updated.
- E. Published reports have filtering option in ribbon.
Answer: A,B
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 34
Which two statements are true about exporting report data? (Choose two.)
- A. It can be exported using only absolute HTML layouts.
- B. It can be exported in PDF format.
- C. It can be exported in XML format.
- D. It can be exported only as an .xlsx Excel file.
- E. It can be exported to a character-delimited file.
- F. It can be exported as a Word doc.
Answer: C,E
NEW QUESTION 35
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