[Nov-2021] 1Z0-1037-20 Dumps Full Questions - Oracle Knowledge Management Cloud Exam Study Guide
Exam Questions and Answers for 1Z0-1037-20 Study Guide
Oracle 1Z0-1037-20 Exam Syllabus Topics:
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NEW QUESTION 23
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 User Defined List variable
- B. Standard report with Replacement Value variable
- C. Custom report with Predefined List variable
- D. Custom report with Ad Hoc Value variable
Answer: D
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 staff members 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 a data type for the variable.
NEW QUESTION 24
What two factors are responsible for ranking of an answer? (Choose two.)
- A. solved count based on customer activity
- B. number of searches for that answer article
- C. number of answers linked to that answer
- D. display position
Answer: B,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 25
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 the search terms in both Answer Keyword and Stop Word.
- B. Include the search terms in Answers Keywords
- C. Include search terms in Stop Words
- D. Include search term in Search priority word.
- E. Add all related search terms to an aliases.txt.file.
Answer: E
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 26
Which three values does Knowledge Advanced use to calculate whether 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 total number of times the search has been made with the search string containing the title of the document
- C. the number of cases linked to the top answer
- D. the number of times documents were clicked on as a result after a particular answer
- E. the total number of times documents were clicked on
Answer: A,D,E
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 27
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. Remove irrelevant answers from manually related answers.
- B. Block irrelevant answers from learned links.
- C. Add the word "mobile" to the answer stop word, add "mobile" to the search priority word, and then assign one answer.
- D. Remove Related Answer Widget from the Customer Portal.
- E. Delete irrelevant answers from sibling answers.
Answer: C,E
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 28
Which five components can be used to filter the Authoring inbox? (Choose five.)
- A. Locales
- B. Product and Categories
- C. Console roles
- D. Rating
- E. Assignment status
- F. Content Types
- G. User
- H. Views
Answer: A,E,F,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 29
Examine these statements about products, categories, and dispositions:
1. Maximum hierarchy level of product/category is five.
2. A disposition cannot be seen in the customer portal.
3. Deleting a product classification will not cause any issue in rules.
4. A parent product can only be deleted after deleting all child products.
Which statements are true?
- A. 1 & 2
- B. 2 & 3
- C. 2 & 4
- D. 3 & 4
- E. 1 & 4
Answer: C
NEW QUESTION 30
Which two actions must you perform to configure the Social Monitor? (Choose two.)
- A. Add of update a list of favorites.
- B. Add or update profiles to include the Social Monitor permissions.
- C. Add or update navigation sets to include the Social Monitor navigation button and component.
- D. Set up a Social Monitor search schedule.
- E. Add or update staff accounts to use profile that include Social Monitor permissions.
- F. Add or update profiles to include permission to add themes and clustering.
Answer: B,C
Explanation:
Explanation
Social monitoring must be enabled for your site. To enable social monitoring, contact your Oracle account manager.
Procedure
References:
https://docs.oracle.com/cloud/may2017/servicecs_gs/FAMUG/_social.htm#FAMUGth_SocialMonitor
NEW QUESTION 31
Which three tasks should you perform after deploying custom objects? (Choose three.)
- A. creating system attributes
- B. creating a workspace
- C. adding the workspace to a user's navigation set
- D. creating standard reports
- E. defining relationships with other custom objects or standard objects
- F. editing a user's profile to grant permissions to use the custom object workspace
Answer: B,C,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 32
In Knowledge Advanced, which three tasks can be filtered? (Choose three.)
- A. tasks for specific users
- B. tasks that are unassigned
- C. open tasks only
- D. tasks related to specific content types only
- E. tasks that are assigned
Answer: A,B,C
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 33
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 linking
- C. Data exception
- D. Conditional formatting
Answer: C
Explanation:
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.
References:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/topichead.htm#FAMUGevent
NEW QUESTION 34
What is the maximum size of a file attachment that can be attached to an Answer using the answer workspace?
- A. 5 MB
- B. 25 MB
- C. 30 MB
- D. 10 MB
- E. 20 MB
Answer: E
Explanation:
Explanation
20MB is the maximum as well as the default.
References:
http://communities.rightnow.com/posts/7e961ac4d6?commentId=46204#46204
NEW QUESTION 35
Your customer tries to use Knowledge Foundation API to fetch answer articles from Oracle Service Cloud and display them in an external application.
However, when they try to connect with Knowledge Foundation API they receive an exception code
"ACCESS_DENIED".
What are two reasons for this? (Choose two.)
- A. Staff account credentials are not correct.
- B. For Site "IP_CONNECT_ENABLED" Configuration setting is not turned on.
- C. For Site "II_CONNECT_ENABLED" Configuration setting is not turned on.
- D. Knowledge Foundation API can only be used by an internal application.
- E. Staff account profile does not have permission to access Knowledge Foundation API.
Answer: B,E
NEW QUESTION 36
You are working on a public answer that you want to add a part of information within the answer that is not yet approved for public visibility.
How will you do this without impacting the knowledgebase answer?
- A. Create a different answer with the part of information that needs to be updated, and after review merge it with the current answer.
- B. Make the answer status private, make the required changes, and republish it.
- C. Add a conditional section within the answer with any access level.
- D. Create an access level that has no customer portal visibility and assign it to the conditional section you do not want customers to view.
Answer: D
Explanation:
Explanation
Before publishing an answer, determine which interfaces and customers you want to be able to view the answer. You can control visibility with answer access levels, languages, products, categories, and conditional sections.
A conditional section is a section of text in a document that appears only to those contacts meeting certain criteria. Conditional sections can also be placed in answers and tagged with specific answer access levels. In message templates, conditional sections can be used to filter content by contact, profile, runtime variable, or record type.
References:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/BUIglossary.htm#FAABUcondition
NEW QUESTION 37
Which two queues have manual pull policy? (Choose two.)
- A. Standard
- B. Manual
- C. Round Robin (All)
- 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 38
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 give permission to users to add questions 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:
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
Picture 1
References:
https://docs.oracle.com/cloud/august2016/servicecs_gs/FAKAU/Chunk858056443_d105.htm
NEW QUESTION 39
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