Updated Mar-2022 1Z0-1037-21 Exam Practice Test Questions
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NEW QUESTION 21
Which three components do you configure in Oracle Service Cloud that are synced to Knowledge Advanced?
(Choose three.)
- A. Product and Categories
- B. API Roles
- C. Console roles
- D. Web roles
- E. Workflows
Answer: A,C,D
Explanation:
Explanation
Knowledge Advanced uses Products and Categories hierarchies that you define for your Service Cloud environment, and automaticallysynchronizes any changes you make to the Product hierarchy.
You manage users through roles, which control the level of management access you have to Knowledge Advanced, the general authoring abilities you have on a particular Content Type, and what tasksyou can perform in a workflow. Users are assigned either Console roles or Web roles.
References:
Oracle Service Cloud, Using Knowledge Advanced, Release May 2016, pages 28, 45
NEW QUESTION 22
Which two statements are true about Knowledge Advanced views? (Choose two.)
- A. In Oracle Service Cloud if you have multiple interfaces to support multiple languages or locales then you must create a view for each interface.
- B. In Oracle Service Cloud if you have multiple interfaces to support multiple brands then you must create a view corresponding to each interface.
- C. View cannot be renamed or deleted but only modified.
- D. Views do not depend on the number and purpose of the interface that your organization uses.
- E. You must create Views to map Knowledge Advanced objects and functionality to the Oracle Service cloud interface.
Answer: A,B
Explanation:
Explanation
You must create a view to map Knowledge Advancedobjects 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:
References:
https://docs.oracle.com/en/cloud/saas/service/18a/faika/configuring-knowledge-advanced-within-service-cloud.h
NEW QUESTION 23
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 24
What is the purpose of an SLA in Knowledge base?
- A. to rank customers based on the number of answers posted in a forum based on the service level
- B. to group and refine related answers based on the product and the service level
- C. to give permission to users to add questions in a forum based on the service level
- D. to provide access to theanswers based on the customer service level agreement matching the answers' access level
Answer: D
Explanation:
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
Picture1
References:
https://docs.oracle.com/cloud/august2016/servicecs_gs/FAKAU/Chunk858056443_d105.htm
NEW QUESTION 25
Which two statements are true about Connect Web Services for a SOAP Batch Operation? (Choose two.)
- A. If a new transaction is in the batch request after the failed transaction, the transaction will not run.
- B. A batch operation can be used to send multiple heterogeneous operation requests to the server in a single SOAP request.
- C. In a batch request, the server will allow up to 100 transactions.
- D. If bulk CRUD operations are used in a batch operation, the server will only allow for a total of 10,000 objects to be processed.
- E. The "CommitAfter" attribute can only be set at the end of the last transaction in a batch request.
Answer: B,D
Explanation:
Explanation
B: Following upper limits are imposed on a given input payload for the Batch operation:
C: Batch sends a set of operations to the server in a single request.
NEW QUESTION 26
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 27
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 28
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. Multiple answers cannot be updated simultaneously.
- C. Answer articles can contain variables.
- D. Answer articles cannot be printed.
- E. Answer articles can be copied.
Answer: C,E
NEW QUESTION 29
Which two components are used by the Knowledge Advanced Task Management facility to automatically generate tasks? (Choose two.)
- A. notification configuration
- B. configured workflow processes
- C. user roles
- D. privileges
- E. content life cycle events
Answer: B,E
NEW QUESTION 30
What does the response requirement in an SLA specify?
- A. the overall maximum time limit for the initial response and resolution for each incident.
- B. initial response time limit to all customer inquiries within one business day.
- C. the maximum number of days allowed for the resolution of an incident as per the business hours.
- D. individual time limits for the initial response time and subsequent resolution asper the business hours.
Answer: A
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 31
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. Create a variable to contain the address and update all answers to include it.
- B. Call support and have them run a search and replace on the database.
- C. Search for all answers that have the address and update.
- D. Create a standard text to include the new address and update all the answers to include it.
Answer: C
Explanation:
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.
References:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/_BUIGuide-9.htm
NEW QUESTION 32
Your client wants a report to see all the incidents with status groupedunder 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. Bucket Filter
- B. Slicing
- C. Rollups
- D. Applied Filter
- E. Auto Filter
Answer: C
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.
Usingrollups, 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 groupthe 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 33
In Oracle Knowledge Advanced, which shortcut key opens an external answer in a browser?
- A. Ctrl + O
- B. Ctrl + N
- C. Ctrl + T
- D. Ctrl + A
Answer: A
Explanation:
To open in a browser (for external documents) use Ctrl + K + O
References:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAUKA/User_AgentDesktop.htm#FAUKAControllin
NEW QUESTION 34
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 35
Contact X is assigned to a Platinum SLA, which allows the contact to create a total of 250 incidentsin a month.
Your client wants to reduce the number of incidents to 100.
Which action should you perform?
- A. Rename the Platinum SLA, change the total incident value to 100, and save it.
- B. Activate the default SLA which has a default incident count of 100 by deleting the Platinum SLA.
- C. Delete the Platinum SLA and save the record, create a new SLA with a different name, and assign a total incident count of 100.
- D. In the Platinum SLA modify the total incident count to 100 and save it.
Answer: D
Explanation:
Explanation
Afteryou define an SLA policy, you might need to view it, modify it, disable it, duplicate it, or delete it.
To Modify an SLA Policy
References:
https://docs.oracle.com/cd/E26854_01/doc.121/e26585/alerts004.htm#CIHGIFIH
NEW QUESTION 36
In Knowledge Advanced Search what is the use of the Concept feature?
- A. Adding a new conceptenabled Knowledge Advanced Search to return results that match a particular word, its synonyms, and its related concepts.
- 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 only a particular word.
- D. Adding a new concept enabled Knowledge Advanced Search to return results that do not match a particular word.
Answer: A
Explanation:
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 andin 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.
References:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/tuning-intelligent-search.html#c_About_Concepts_and_
NEW QUESTION 37
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 38
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 39
What is the maximum size of a file attachment that can be attached to an Answer using the answer workspace?
- A. 25 MB
- B. 5 MB
- C. 20 MB
- D. 30 MB
- E. 10 MB
Answer: C
Explanation:
Explanation
20MB is the maximum as well as the default.
References:
http://communities.rightnow.com/posts/7e961ac4d6?commentId=46204#46204
NEW QUESTION 40
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 41
How do you pass Oracle Service Cloud username and password credentials to RightNowSyncPortClient?
- A. _service =new RightNowSyncPortClient();_service.ClientCredentials.UserName = "test"
;_service.ClientCredentials.Password = "password"; - B. _service = new RightNowSyncPortClient();_service.ClientCredentials.UserName.UserName = "test"
;_service.ClientCredentials.UserName.Password = "password"; - C. _service = newRightNowSyncPortClient();_service.UserName = "test" ;_service.Password =
"password"; - D. _service = new RightNowSyncPortClient();_service.UserName.UserName = "test"
;_service.UserName.Password = "password";
Answer: B
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 42
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