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NEW QUESTION 27
Which two statements are true about published reports? (Choose two.)
- A. Published reports can be shared.
- B. Published reports can be edited.
- C. Published reports have filtering option in ribbon.
- D. Published report data can change automatically when the knowledge base data is updated.
- E. Published reports contain snapshots of data at the time the report is run.
Answer: A,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 28
Your client wants to import new answers. Which five fields are required by the Data Import Wizard? (Choose five.)
- A. Assigned account value
- B. Summary
- C. Attachments
- D. Access Level
- E. Display Position
- F. Keywords
- G. Product/Category
- H. Status
Answer: C,D,F,G,H
Explanation:
Explanation
In order for answers to appear on the customer portal, the Status, Access Level, Language, Product, and Category fields must be set to a visibility that allows access by customers. If even one field does not allow visibility, the answer will not be available on the customer portal.
References:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/_BUIGuide-9.htm
NEW QUESTION 29
How is access to a Knowledge Advanced article or external document controlled for web users on the Customer Portal?
- A. Profiles
- B. User groups
- C. Views
- D. Console Roles
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
You observe that when customers search with the keyword "IPhone 7" they get thousands of results, but when they search with "IP7" they get fewer results.
You do not plan to modify any answer articles but want to get same the number of results whether customers search with keywords "IPhone 7" or "IP7" or any related search term.
What should you do?
- A. Include search terms in Stop Words
- B. Include the search terms in Answers Keywords
- C. Include the search terms in both Answer Keyword and Stop Word.
- D. Add all related search terms to an aliases.txt.file.
- E. Include search term in Search priority word.
Answer: D
Explanation:
Explanation
The aliases.txt file is initially empty, but you can add synonyms, phrases, or aliases to link terms specific to your industry to similar terms that may be used during a search. For example, a customer might search for an acronym, such as "GPS," but all of your answers regarding GPS might spell out "global positioning system" rather than using the initials. The aliases.txt file lets you link terms that customers might search on with synonymous terms in your answers.
References:
Oracle Service Cloud User Guide, Release February 2017, page, pages 307-308
NEW QUESTION 31
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 REPORT; 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.First, C.Last FROM Contact C WHERE
- 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. Name.First like 'A%' ORDER BY Contact.First;
- 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 32
What does the response requirement in an SLA specify?
- A. initial response time limit to all customer inquiries within one business day.
- B. individual time limits for the initial response time and subsequent resolution as per the business hours.
- C. the maximum number of days allowed for the resolution of an incident as per the business hours.
- D. the overall maximum time limit for the initial response and resolution for each incident.
Answer: D
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 33
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 Manually Related Answers.
- C. Open the answer containing the battery damage issue term and under the Relationship tab add the loosely related continuation answers in Sibling Answers.
- D. Edit the alias text file to include alias words - battery damage, battery issue, battery.
Answer: B
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 34
Which five components can be used to filter the Authoring inbox? (Choose five.)
- A. Locales
- B. Content Types
- C. Product and Categories
- D. Assignment status
- E. Console roles
- F. Rating
- G. User
- H. Views
Answer: A,B,D,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 35
Which two queues have manual pull policy? (Choose two.)
- A. Standard
- B. Round Robin (All)
- C. Manual
- 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 36
In the Actions to Take drop-down list of Knowledge Advanced, which three actions can you use to tune a question?
- A. Add a Concept
- B. Edit Concept
- C. Add to Existing Concept
- D. Add Synonyms
- E. Copy a Concept
Answer: A,B,C
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 37
Your client wants a report to see all the incidents with status grouped under the name of the contact. For an unresolved status, the queue information under which the incident is present should be displayed.
What should you use to display the details at different levels?
- A. Rollups
- B. Bucket Filter
- C. Applied Filter
- D. Slicing
- E. Auto Filter
Answer: A
Explanation:
Explanation
You can define rollup levels in a report to group data beneath headings in the report. You can add additional rollup levels to further break down the data under each heading by grouping data under sub-headings.
Using rollups, you can group rows in a report that share the same value in the columns you select for the rollup levels. For example, you could add rollups to an incident report to group incidents by their status, and then add an additional rollup level to group the incidents that have the same status by their assigned staff account.
References:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/_analytics.htm#FAMUGae1133175
NEW QUESTION 38
How do you pass Oracle Service Cloud username and password credentials to RightNowSyncPortClient?
- A. _service = new RightNowSyncPortClient();_service.UserName = "test" ;_service.Password =
"password"; - B. _service = new RightNowSyncPortClient();_service.ClientCredentials.UserName = "test"
;_service.ClientCredentials.Password = "password"; - C. _service = new RightNowSyncPortClient();_service.UserName.UserName = "test"
;_service.UserName.Password = "password"; - D. _service = new RightNowSyncPortClient();_service.ClientCredentials.UserName.UserName = "test"
;_service.ClientCredentials.UserName.Password = "password";
Answer: D
Explanation:
Explanation
Example code:
var _client = new RightNowSyncPortClient();
_client.ClientCredentials.UserName.UserName = "";
_client.ClientCredentials.UserName.Password = "";
References:
http://eatcodelive.com/2016/05/19/get-all-users-from-oracle-rightnow-soap-api-with-c/
NEW QUESTION 39
What two factors are responsible for ranking of an answer? (Choose two.)
- A. display position
- B. number of answers linked to that answer
- C. number of searches for that answer article
- D. solved count based on customer activity
Answer: A,C
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 40
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: A
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 41
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. defining relationships with other custom objects or standard objects
- D. creating a workspace
- E. creating standard reports
- F. adding the workspace to a user's navigation set
Answer: A,D,F
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 42
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. both the Answers Keywords and Stopwords
- B. the alias.txt file
- C. the wordlist files
- D. the thesaurus.txt file
Answer: D
Explanation:
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 43
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. Runtime Selectable filter
- B. Standard Filter
- C. Fixed filter
- D. Docked filter
- E. Restricted 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 44
What is the maximum size of a file attachment that can be attached to an Answer using the answer workspace?
- A. 25 MB
- B. 10 MB
- C. 5 MB
- D. 20 MB
- E. 30 MB
Answer: D
Explanation:
Explanation
20MB is the maximum as well as the default.
References:
http://communities.rightnow.com/posts/7e961ac4d6?commentId=46204#46204
NEW QUESTION 45
Which two statements are true about workflows in Knowledge Advanced? (Choose two.)
- A. A Workflow process can only be used while creating and editing the articles.
- B. Once a user rejects the article, the system automatically deletes the article.
- C. In Workflow you cannot reassign a task to another user or team.
- D. Once a user rejects the article, it moves to the previous step.
- E. A Workflow process is defined as a sequence of steps, such as creating, editing, translating, reviewing, and approving the articles.
Answer: D,E
Explanation:
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.
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, November 2016, page 4
NEW QUESTION 46
In Knowledge Advanced, which three tasks can be filtered? (Choose three.)
- A. tasks related to specific content types only
- B. open tasks only
- C. tasks that are unassigned
- D. tasks that are assigned
- E. tasks for specific users
Answer: B,C,E
Explanation:
Explanation
Filters enable you to view a specific subset of tasks from the Task list. You can use the filters to view:
References:
https://docs.oracle.com/cloud/may2017/servicecs_gs/FAUKA/Tasks.htm#FAUKAai1137897
NEW QUESTION 47
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