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Oracle 1z0-1037-22 Exam Syllabus Topics:
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NEW QUESTION 38
In Knowledge Advanced, which three tasks can be filtered? (Choose three.)
- A. tasks that are unassigned
- B. open tasks only
- C. tasks related to specific content types only
- D. tasks that are assigned
- E. tasks for specific users
Answer: A,B,E
Explanation:
Filters enable you to view a specific subset of tasks from the Task list. You can use the filters to view:
Reference:
https://docs.oracle.com/cloud/may2017/servicecs_gs/FAUKA/Tasks.htm#FAUKAai1137897
NEW QUESTION 39
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:
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 40
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. Add the word "mobile" to the answer stop word, add "mobile" to the search priority word, and then assign one answer.
- B. Block irrelevant answers from learned links.
- C. Remove Related Answer Widget from the Customer Portal.
- D. Remove irrelevant answers from manually related answers.
- E. Delete irrelevant answers from sibling answers.
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 41
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. Applied Filter
- B. Slicing
- C. Rollups
- D. Bucket Filter
- E. Auto Filter
Answer: C
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.
Reference:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/_analytics.htm#FAMUGae1133175
NEW QUESTION 42
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:
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 43
Which five components can be used to filter the Authoring inbox? (Choose five.)
- A. Rating
- B. Product and Categories
- C. Locales
- D. Console roles
- E. User
- F. Assignment status
- G. Views
- H. Content Types
Answer: C,E,F,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 44
Your customer wants to update the new office address in about 1000 answer articles.
Your client has three interfaces for each of their lines of business that will all have different information.
What will you recommend to the client to update all the relevant answers?
- A. Search for all answers that have the address and update.
- B. Create a standard text to include the new address and update all the answers to include it.
- C. Create a variable to contain the address and update all answers to include it.
- D. Call support and have them run a search and replace on the database.
Answer: A
Explanation:
Answer variables are predefined shortcuts for entering information into an answer instead of a long string of text. When an answer displays on the customer portal, the variable is replaced with whatever value was specified by your administrator.
Variables are also helpful to use for information that may change. When your administrator changes the value of the variable, all answers containing that variable will also change. Contact your administrator for a list of variables defined for your application. For example, if your administrator added a variable for a support email address at your organization called "contact," you could insert the variable for the email address in the answer, such as $contact. If the email address changes, all answers containing the contact variable are updated.
Reference:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/_BUIGuide-9.htm
NEW QUESTION 45
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. You must check if alternative synonyms exist.
- B. Knowledge Advanced does not accept words that are not in the dictionary.
- C. You must correct the spelling manually.
- D. The tuning process automatically corrects it.
Answer: C
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.
Reference:
Oracle Service Cloud, Knowledge Advanced Administration Guide, November 2016, page 51
NEW QUESTION 46
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. Once a user rejects the article, it moves to the previous step.
- D. In Workflow you cannot reassign a task to another user or team.
- E. A Workflow process is defined as a sequence of steps, such as creating, editing, translating, reviewing, and approving the articles.
Answer: C,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 47
Which two statements are true about exporting report data? (Choose two.)
- A. It can be exported to a character-delimited file.
- B. It can be exported only as an .xlsx Excel file.
- C. It can be exported as a Word doc.
- D. It can be exported in PDF format.
- E. It can be exported in XML format.
- F. It can be exported using only absolute HTML layouts.
Answer: A,E
NEW QUESTION 48
How is access to a Knowledge Advanced article or external document controlled for web users on the Customer Portal?
- A. User groups
- B. Console Roles
- C. Profiles
- D. Views
Answer: A
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.
Reference:
Oracle Cloud Knowledge Advanced Implementation Guide, Release February 2018, page 54, page 60
NEW QUESTION 49
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:
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.
Reference:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/_analytics.htm
NEW QUESTION 50
Which two statements are true about knowledge base articles of Oracle Service Cloud? (Choose two.)
- A. Answer articles can be archived but not deleted.
- B. Answer articles can be copied.
- C. Answer articles cannot be printed.
- D. Multiple answers cannot be updated simultaneously.
- E. Answer articles can contain variables.
Answer: B,E
NEW QUESTION 51
What is the purpose of an SLA in Knowledge base?
- A. to give permission to users to add questions in a forum based on the service level
- B. to rank customers based on the number of answers posted 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:
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 52
What are the standard status types for answers?
- A. Private, Public
- B. Published, Proposed
- C. Private, Published, Proposed, Review
- 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 53
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 can be shared.
- C. Published reports contain snapshots of data at the time the report is run.
- D. Published reports can be edited.
- E. Published reports have filtering option in ribbon.
Answer: B,C
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 54
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. Data exception
- B. Conditional formatting
- C. Conditional linking
- D. Docked filters
Answer: A
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 55
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 Synonyms
- D. Add to Existing Concept
- E. Copy a Concept
Answer: A,B,D
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 56
You have created a new answer article for your customer but when you are trying to see that answer article on the Customer's Portal you find that it is not appearing.
Which two issues might be causing the problem? (Choose two.)
- A. The answer status is not set to public or custom status of status type "public".
- B. The answer article is not assigned to any staff member/staff agent.
- C. There is no answer content added to the answer article.
- D. The answer is not assigned to any product/category that is visible to a customer.
- E. There is no search term added in the answer keyword list.
- F. There is no display position defined for the answer article.
Answer: A,D
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.
C: The primary factor that determines the visibility of answers is answer status. There can be many custom answer statuses, but all must be either a Public or Private status type, which is determined when the custom status is created.
F: Products and categories-The visibility settings for the products and categories associated with the answer will also affect the visibility. If the answer is assigned to a product or category that is not visible to customers on a particular interface, the answer will also not be visible to customers, unless it is assigned to another product or category that is visible on the interface. In other words, if you have an answer that is assigned to two products, and one of the products is not visible on the interface, but the other product is, your answer will appear on the interface. However, if the answer is assigned to two products, and neither product is visible on the interface, your answer will not appear on the interface under any circumstances.
Reference:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/_BUIGuide-9.htm
NEW QUESTION 57
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.First, C.Last FROM Contact C WHERE C.Name.First like 'A%' ORDER BY Contact.First;
- B. 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;
- C. 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;
- D. 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;
Answer: B
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 58
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 needs Admin permission to delete the translated document.
- B. The user cannot delete the translated document because version numbers between the various localized versions are dependent on each other.
- C. The user cannot delete the translated document; you have to remove it from the user's access by unpublishing a version.
- D. The user cannot delete it because it directly affects the reference document that the translation document is based upon.
Answer: C
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 59
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