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NEW QUESTION 32
In Knowledge Advanced Search what is the use of the Concept feature?
- A. Adding a new concept enabled Knowledge Advanced Search to return results that match only a particular word.
- B. Adding a new concept enabled Knowledge Advanced Search to return results that match a particular word and its synonyms.
- C. Adding a new concept enabled Knowledge Advanced Search to return results that match a particular word, its synonyms, and its related concepts.
- D. Adding a new concept enabled Knowledge Advanced Search to return results that do not match a particular word.
Answer: C
Explanation:
The Dictionary uses concepts and synonyms to associate different words that have the same meaning with one another. A concept is simply a word and its synonyms, which the Dictionary treats as a single object.
Intelligent Search uses concepts to match words in both users' questions and in the knowledge base content based on their meaning. It also recognizes that some concepts are more important to users than others, and uses that information to prioritize answers within search results.
Reference:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/tuning-intelligent-search.html#c_About_Concepts_and_Synonyms_aa1039663
NEW QUESTION 33
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 variable to contain the address and update all answers to include it.
- C. Create a standard text to include the new address and update all the 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 34
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. Bucket Filter
- C. Rollups
- D. Auto Filter
- E. Slicing
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 35
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_NOTIF _DURATION set to 60 days.
- B. ANS_UPD_INC_DURATION set to 60 days.
- C. EU_FA_NEW_WIN_TYPES set to 60 days.
- D. ANS_NEW_INC_DURATION set to 60 days.
- E. ADP_NUM_REL_ANS set to 60 days.
Answer: D
Explanation:
ANS_NEW_INC_DURATION denotes the number of days that the solved count of new answers will not be aged (reduced).
NEW QUESTION 36
What is the purpose of an SLA in Knowledge base?
- A. to group and refine related answers based on the product and the service level
- B. to rank customers based on the number of answers posted in a forum based on the service level
- C. to provide access to the answers based on the customer service level agreement matching the answers' access level
- D. to give permission to users to add questions in a forum based on the service level
Answer: C
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 37
Which five components can be used to filter the Authoring inbox? (Choose five.)
- A. Assignment status
- B. Content Types
- C. User
- D. Locales
- E. Console roles
- F. Product and Categories
- G. Views
- H. Rating
Answer: A,B,C,D,G
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 38
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:
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 39
Which action can be performed on published reports?
- A. enable drill-down links for report levels
- B. modify report permissions
- C. add page breaks
- D. activate run-time selectable filters
Answer: D
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 variables in the report, bypassing the Search window.
NEW QUESTION 40
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. In the Platinum SLA modify the total incident count to 100 and save it.
- B. Delete the Platinum SLA and save the record, create a new SLA with a different name, and assign a total incident count of 100.
- C. Activate the default SLA which has a default incident count of 100 by deleting the Platinum SLA.
- D. Rename the Platinum SLA, change the total incident value to 100, and save it.
Answer: A
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
Reference:
https://docs.oracle.com/cd/E26854_01/doc.121/e26585/alerts004.htm#CIHGIFIH
NEW QUESTION 41
In Knowledge Advanced, which three tasks can be filtered? (Choose three.)
- A. tasks that are unassigned
- B. tasks for specific users
- C. tasks related to specific content types only
- D. tasks that are assigned
- E. open tasks only
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 42
Which three values does Knowledge Advanced use to calculate whether the answers returned have improved? (Choose three.)
- A. the number of cases linked to the top 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 times documents were clicked on as a result after a particular answer
- E. the number of times the "Is this answer helpful?" option has been selected as "Yes"
Answer: B,D,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 43
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. Remove irrelevant answers from manually related answers.
- C. Remove Related Answer Widget from the Customer Portal.
- D. Block irrelevant answers from learned links.
- 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 44
Which two statements are true about exporting report data? (Choose two.)
- A. It can be exported only as an .xlsx Excel file.
- B. It can be exported in PDF format.
- C. It can be exported in XML format.
- D. It can be exported using only absolute HTML layouts.
- E. It can be exported as a Word doc.
- F. It can be exported to a character-delimited file.
Answer: C,F
NEW QUESTION 45
Which statement is true about dashboards?
- A. A new dashboard must have more than one report.
- B. The dashboard design center's reports explorer lists only reports that can be added to a dashboard.
- C. A new dashboard can be scheduled with alerts
- D. A new dashboard can be created by copying an existing dashboard.
- E. A new dashboard can be created only by dragging existing reports to the dashboard design center.
Answer: D
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 46
Which two statements are true about response requirements for incidents? (Choose two.)
- A. Holidays have to be defined before creating response requirements.
- B. Response requirements include the maximum time limit for responding to each inquiry for an unresolved incident.
- C. Default response requirements for an interface cannot be modified.
- D. Custom response requirements are based on the level of service being provided.
Answer: B,D
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 47
Which two report columns are displayed in Oracle Knowledge Advanced? (Choose two.)
- A. Description
- B. Summary
- C. Answer ID
- D. Author
- E. Rating
Answer: B,C
Explanation:
Viewing the Answer Details
When you click a link in the # Answers column of the report, you can view the following answer details.
Reference:
https://docs.oracle.com/cloud/august2016/servicecs_gs/FAKAC/Chunk528507396_d110.htm#aa1237135
NEW QUESTION 48
Which two statements are true about the Connect Common Object Model? (Choose two.)
- A. CRUD operations can be performed on sub-objects only through their parent primary object.
- B. Sub-objects contain only primitive data types.
- C. An array object is a collection of primary objects.
- D. Primary objects contain either primitive data types or sub-objects.
- E. Primary objects have only independent life cycles.
Answer: A,E
Explanation:
D: CRUD operations on Sub-Objects are done only via their parent object E: Primary objects have their own life cycle.Primary objects are objects with a unique ID (primary key) which can be directly created, read, updated, and deleted. All primary objects inherit from the RightNow RNObject. Primary objects have no set lifecycle in the Oracle RightNow Cx platform, meaning that once the objects are created, they exist in the system until they are deleted.
NEW QUESTION 49
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 cannot delete the translated document because version numbers between the various localized versions are dependent on each other.
- B. The user cannot delete it because it directly affects the reference document that the translation document is based upon.
- C. The user needs Admin permission to delete the translated document.
- D. The user cannot delete the translated document; you have to remove it from the user's access by unpublishing a version.
Answer: D
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 50
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. Docked filters
- B. Conditional formatting
- C. Data exception
- D. Conditional linking
Answer: C
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 51
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 is not assigned to any product/category that is visible to a customer.
- C. There is no display position defined for the answer article.
- 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: A,B
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 52
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