Practice 1Z0-1037-21 Questions With Certification guide Q&A from Training Expert Exams4Collection
Free Oracle 1Z0-1037-21 Test Practice Test Questions Exam Dumps
NEW QUESTION 28
You notice that when a customer searches with the word "mobile", there are irrelevant answers showingunder
"Answers Other Found Helpful" section.
Which two steps should you take to resolve this? (Choose two.)
- A. Block irrelevant answers from learned links.
- B. Add the word "mobile" to the answer stop word, add "mobile" to the search priority word, and then assign one answer.
- C. Remove Related Answer Widget from the Customer Portal.
- D. Delete irrelevant answers from sibling answers.
- E. Remove irrelevant answers from manually related answers.
Answer: B,D
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 29
In Knowledge Advanced, which three components does the Intelligent Search component, Ontology, contain?
(Choose three.)
- A. Translations
- B. Rules engine
- C. Search Log
- D. Language information
- E. Dictionary
Answer: B,D,E
Explanation:
Explanation
When you tune a question you are adding or changing objects in the Intelligent Search Dictionary. The Dictionary is an Intelligent Search component that contains:
References:
https://docs.oracle.com/cloud/may2017/servicecs_gs/FAAKA/Optimizing_Intelligent_Search.htm#FAAKAth_T
NEW QUESTION 30
You want to create a report that you can restructure to display different groupings by selecting different fields to use as the columns, rows, and output fields.
Which type of report should you create?
- A. Cross tab report
- B. Custom report with slice bucket
- C. Dashboard
- D. Linked report
Answer: A
Explanation:
Explanation
The Cross Tab feature lets you display report output in a table to summarize large amounts of data. Using a cross tab table, you can select the fields to define the table's rows, columns, andoutput fields, essentially grouping the data by both the row and column output. The output fields are a culmination of the row and column data.
References:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/_analytics.htm#FAMUGae1133085
NEW QUESTION 31
Which action can be performed on published reports?
- A. modify report permissions
- B. activate run-time selectable filters
- C. add page breaks
- D. enable drill-down links for report levels
Answer: B
Explanation:
Explanation
A docked filter is a run-time selectable filter or output variable that is added to the top of a report. Docked filters let report users select different run-time filter values and output variablesin the report, bypassing the Search window.
NEW QUESTION 32
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. Fixed filter
- B. Docked filter
- C. Restricted Filter
- D. Runtime Selectable filter
- E. StandardFilter
Answer: A
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 33
Which two statements are true about response requirements for incidents? (Choose two.)
- A. Default response requirements for an interface cannot be modified.
- B. Custom response requirements are based on the level of service being provided.
- C. Response requirements include the maximum time limit for responding to each inquiry for an unresolved incident.
- D. Holidays have to be defined before creating response requirements.
Answer: B,C
Explanation:
Explanation
To define an SLA:
Picture 2
4. Confirm that the Response Requirement Settings display as:
Picture 3
References:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAIKA/Configuring_KA_Features.htm#FAIKAab1032
NEW QUESTION 34
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 AdHoc 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 staffmembers 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 adata type for the variable.
NEW QUESTION 35
Which action cannot be performed on a dashboard?
- A. open a report for editing from a dashboard
- B. add a web browser to a dashboard
- C. send queued dashboards to comma-separated values (CSV) file
- D. queue a dashboard manually
Answer: B
NEW QUESTION 36
Which two statements are true about workflows in Knowledge Advanced? (Choose two.)
- A. A Workflow process is defined as a sequence of steps, such as creating, editing, translating, reviewing, and approving the articles.
- B. In Workflow you cannot reassign a task to another user or team.
- C. Once a user rejects the article, it moves to the previous step.
- D. Once a user rejects the article, the system automatically deletes the article.
- E. A Workflow process can only be used while creating and editing the articles.
Answer: A,C
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 37
Your customer wants to generate a report showing the number of days since incidents of a particular incident typewere updated.
What should you use to create this report?
- A. Use the date_add() function.
- B. Use the date_diff() function nested in the name_format() function.
- C. Create a level filter using the count () function.
- D. Create a group filter using the rel_date_diff() function.
Answer: B
Explanation:
Explanation
The date_diff() function returns the number of seconds occurring between two dates.
NEW QUESTION 38
Which five components can be used to filter the Authoring inbox? (Choose five.)
- A. Rating
- B. User
- C. Content Types
- D. Locales
- E. Product and Categories
- F. Consoleroles
- G. Assignment status
- H. Views
Answer: B,C,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, ReleaseMay 2017, page 17
NEW QUESTION 39
Which three types of answers can be added to the knowledge base? (Choose three.)
- A. File Attachment
- B. URL
- C. HTML
- D. XML
- E. TEXT
Answer: A,B,C
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 40
What should you do to ensure two published answers are always returned for a specific search word?
- A. List the search word under both Answers Keywords and Stopwords.
- B. List the search word under Stop words.
- C. Create multiple Priority words that share the same name.
- D. Create multiple search words associated within a single priority word group.
- E. List the search word under Answers Keywords.
Answer: E
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 41
Which three values does Knowledge Advanced use to calculatewhether the answers returned have improved?
(Choose three.)
- A. the number of times the "Is this answer helpful?" option has been selected as "Yes"
- B. the number of cases linked to the top answer
- C. the number of times documents were clicked on as a result after a particular answer
- D. the total number of times documents were clicked on
- E. the total number of times the search has been made with the search string containing the title of the document
Answer: A,C,D
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 42
Which three statements are true about processing options in Web Services? (Choose three.)
- A. SuppressExternalEvents and SuppressRules properties can also be defined for GetProcessingOptions.
- B. SuppressExternalEvents and SuppressExternalRules properties can be defined only for Create, Update, and Destroy Processing Options.
- C. SuppressExternalEvents = true andSuppressExternalRules = true indicates to the server that External Event and Business Rules should execute on operation completion.
- D. SuppressExternalEvents = true and SuppressExternalRules = true indicates to the server that External Event and Business Rules should not be triggered.
- E. FetchAllNames = true indicates the server that it should fetch all Names but does not fetch IDs.
- F. FetchAllNames proprerty of GetProcessingOptions indicates tothe server that all NameID Types should include both Name and ID.
Answer: A,D,F
Explanation:
Explanation
A: UpdateProcessingOptions include SuppressExternalEvents and SuppressRules.
B: FetchAllNames signals to the server that allNamedID types should include both the Name and the ID for that field.
C: SuppressExternalEvents is used to indicate that external events should not run after the operation completes.
SuppressRules is used to indicate that business rules should not run after the operation completes.
NEW QUESTION 43
Which two report columns aredisplayed in Oracle Knowledge Advanced? (Choose two.)
- A. Rating
- B. Answer ID
- C. Summary
- D. Author
- E. Description
Answer: B,C
Explanation:
Explanation
Viewing the Answer Details
When you click a link in the # Answers column of the report, you can view the following answerdetails.
References:
https://docs.oracle.com/cloud/august2016/servicecs_gs/FAKAC/Chunk528507396_d110.htm#aa1237135
NEW QUESTION 44
How is access to a Knowledge Advanced article or external document controlled for web users on the Customer Portal?
- A. Console Roles
- B. User groups
- C. Views
- 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 CollectionWizard or Collection Form under Manage Collections.
References:
Oracle Cloud Knowledge Advanced Implementation Guide, Release February 2018, page 54, page 60
NEW QUESTION 45
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. There is no display position defined for the answer article.
- B. The answer is not assigned to any product/category that is visible to a customer.
- C. The answer status is not set to public or custom status of status type "public".
- D. There is no search term added in the answer keyword list.
- E. There is no answer content added to the answer article.
- F. The answer article is not assigned to any staff member/staff agent.
Answer: B,C
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.
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 categoriesassociated 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.
References:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/_BUIGuide-9.htm
NEW QUESTION 46
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 in XML format.
- C. It can be exported using only absoluteHTML layouts.
- D. It can be exported only as an .xlsx Excel file.
- E. It can be exported in PDF format.
- F. It can be exported as a Word doc.
Answer: A,B
NEW QUESTION 47
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