Best Quality Oracle 1Z0-1037-20 Exam Questions TestPassed Realistic Practice Exams [2021]
Critical Information To Oracle Knowledge Management 2020 Implementation Essentials Pass the First Time
NEW QUESTION 20
How is access to a Knowledge Advanced article or external document controlled for web users on the Customer Portal?
- A. Views
- B. Console Roles
- C. Profiles
- D. User groups
Answer: D
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 Collection Wizard or Collection Form under Manage Collections.
References:
Oracle Cloud Knowledge Advanced Implementation Guide, Release February 2018, page 54, page 60
NEW QUESTION 21
Which five components can be used to filter the Authoring inbox? (Choose five.)
- A. Views
- B. Locales
- C. Rating
- D. Content Types
- E. Product and Categories
- F. User
- G. Console roles
- H. Assignment status
Answer: A,B,D,F,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 22
Which three tasks should you perform after deploying custom objects? (Choose three.)
- A. defining relationships with other custom objects or standard objects
- B. creating system attributes
- C. editing a user's profile to grant permissions to use the custom object workspace
- D. adding the workspace to a user's navigation set
- E. creating standard reports
- F. creating a workspace
Answer: C,D,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 23
Which filter type should you use in a report to display data in a tree structure?
- A. Slicing by bucket
- B. Slicing by column
- C. Auto filter
- D. Rollup
Answer: B
Explanation:
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.
References:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/_analytics.htm
NEW QUESTION 24
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 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 the search has been made with the search string containing the title of the document
- E. the total number of times documents were clicked on
Answer: A,C,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 25
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:
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 26
A customer wants to perform Knowledge Advanced administrative operations on multiple articles using the bulk update feature.
Which three statements are true about the bulk update feature? (Choose three.)
- A. It cannot delete articles from the Content Type.
- B. It can request translations of articles.
- C. It can change views of articles.
- D. It cannot change the owner of articles.
- E. It can publish and un-publish articles.
- F. It cannot change product/category of articles.
Answer: B,C,E
Explanation:
Explanation
You can manage the following tasks through the bulk update feature.
References:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/managing-content.html#c_Modifying_Articles_with_Bu
NEW QUESTION 27
After how many categories will you see a search box that you can use to locate a subset of the categories in Knowledge Advanced?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: A
Explanation:
Explanation
If there are more than 100 work teams, you will see a search box you can use to locate a subset of the work teams.
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, 18A, page 70
NEW QUESTION 28
Which three statements are true about processing options in Web Services? (Choose three.)
- A. SuppressExternalEvents = true and SuppressExternalRules = true indicates to the server that External Event and Business Rules should execute on operation completion.
- B. SuppressExternalEvents = true and SuppressExternalRules = true indicates to the server that External Event and Business Rules should not be triggered.
- C. SuppressExternalEvents and SuppressExternalRules properties can be defined only for Create, Update, and Destroy Processing Options.
- D. FetchAllNames proprerty of GetProcessingOptions indicates to the server that all NameID Types should include both Name and ID.
- E. FetchAllNames = true indicates the server that it should fetch all Names but does not fetch IDs.
- F. SuppressExternalEvents and SuppressRules properties can also be defined for GetProcessingOptions.
Answer: B,D,F
Explanation:
Explanation
A: UpdateProcessingOptions include SuppressExternalEvents and SuppressRules.
B: FetchAllNames signals to the server that all NamedID 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 29
In Oracle Knowledge Advanced, which shortcut key opens an external answer in a browser?
- A. Ctrl + A
- B. Ctrl + N
- C. Ctrl + T
- D. Ctrl + O
Answer: D
Explanation:
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 30
Which two statements are true about workflows in Knowledge Advanced? (Choose two.)
- A. In Workflow you cannot reassign a task to another user or team.
- B. A Workflow process is defined as a sequence of steps, such as creating, editing, translating, reviewing, and approving the articles.
- C. Once a user rejects the article, the system automatically deletes the article.
- D. Once a user rejects the article, it moves to the previous step.
- E. A Workflow process can only be used while creating and editing the articles.
Answer: B,D
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 31
Your customer wants to generate a report showing the number of days since incidents of a particular incident type were updated.
What should you use to create this report?
- A. Create a level filter using the count () function.
- B. Use the date_add() function.
- C. Create a group filter using the rel_date_diff() function.
- D. Use the date_diff() function nested in the name_format() function.
Answer: D
Explanation:
Explanation
The date_diff() function returns the number of seconds occurring between two dates.
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:
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.
References:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/tuning-intelligent-search.html#c_About_Concepts_and_
NEW QUESTION 33
Which three types of answers can be added to the knowledge base? (Choose three.)
- A. HTML
- B. XML
- C. TEXT
- D. File Attachment
- E. URL
Answer: A,D,E
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 34
What two factors are responsible for ranking of an answer? (Choose two.)
- A. number of answers linked to that answer
- B. number of searches for that answer article
- C. display position
- D. solved count based on customer activity
Answer: B,C
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 35
Which two report columns are displayed in Oracle Knowledge Advanced? (Choose two.)
- A. Rating
- B. Description
- C. Summary
- D. Author
- E. Answer ID
Answer: C,E
Explanation:
Explanation
Viewing the Answer Details
When you click a link in the # Answers column of the report, you can view the following answer details.
References:
https://docs.oracle.com/cloud/august2016/servicecs_gs/FAKAC/Chunk528507396_d110.htm#aa1237135
NEW QUESTION 36
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 standard text to include the new address and update all the answers to include it.
- B. Create a variable to contain the address and update all answers to include it.
- C. Search for all answers that have the address and update.
- D. Call support and have them run a search and replace on the database.
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 37
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. the wordlist files
- B. both the Answers Keywords and Stopwords
- C. the alias.txt file
- D. the thesaurus.txt file
Answer: D
Explanation:
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 38
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. 2 & 3
- B. 1 & 2
- C. 1 & 4
- D. 2 & 4
- E. 3 & 4
Answer: D
NEW QUESTION 39
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. Runtime Selectable filter
- B. Fixed filter
- C. Standard Filter
- D. Restricted Filter
- E. Docked filter
Answer: B
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 40
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. Make the answer status private, make the required changes, and republish it.
- B. Create a different answer with the part of information that needs to be updated, and after review merge it with the current answer.
- 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 41
How can you access the Report Explorer?
- A. Home > Configuration > Report management > Report explorer
- B. Home > Analytics > Report Explorer
- C. Home > Configuration > Report management
- D. Home > Configuration > Report Explorer
- E. Home > Analytics > Report management > Report explorer
Answer: B
Explanation:
Explanation
To access Knowledge Advanced Analytics:
References:
Oracle Service Cloud, Using Knowledge Advanced, Release May 2016, page 75
NEW QUESTION 42
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 contain snapshots of data at the time the report is run.
- C. Published reports can be shared.
- D. Published reports have filtering option in ribbon.
- E. Published reports can be edited.
Answer: B,C
Explanation:
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.
References:
https://docs.oracle.com/cloud/17d/servicecs_gs/FAMUG/topichead.htm#FAMUGg_public_key
NEW QUESTION 43
Which option should you select from the Status drop-down menu to see the reviewed requests in Knowledge Advanced?
- A. Archived Request
- B. Active Request
- C. All Requests
- D. Request Review
Answer: A
Explanation:
Explanation
You can filter the Manage Tuning Request list to display only active requests or only archived requests.
At the Status drop-down menu on the Manage Search Questions screen, select one of the following options:
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, November 2016, page 45
NEW QUESTION 44
Which two components are used by the Knowledge Advanced Task Management facility to automatically generate tasks? (Choose two.)
- A. content life cycle events
- B. configured workflow processes
- C. user roles
- D. notification configuration
- E. privileges
Answer: A,B
Explanation:
Explanation
The Knowledge Advanced Task Management facility automatically generates tasks based on configured workflow processes and content life cycle events.
References:
Oracle Service Cloud, Knowledge Advanced User Guide, Release May 2017, page 14
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAAKA/Content_Management.htm
NEW QUESTION 45
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