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NEW QUESTION 22
Which two statements are true about the Connect Common Object Model? (Choose two.)
- A. Sub-objects contain only primitive data types.
- B. Primary objects have only independent life cycles.
- C. Primary objects contain either primitive data types or sub-objects.
- D. An array object is a collection of primary objects.
- E. CRUD operations can be performed on sub-objects only through their parent primary object.
Answer: B,E
Explanation:
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 23
Which two statements are true about Knowledge Advanced views? (Choose two.)
- A. Views do not depend on the number and purpose of the interface that your organization uses.
- B. You must create Views to map Knowledge Advanced objects and functionality to the Oracle Service cloud interface.
- C. View cannot be renamed or deleted but only modified.
- D. In Oracle Service Cloud if you have multiple interfaces to support multiple brands then you must create a view corresponding to each interface.
- E. In Oracle Service Cloud if you have multiple interfaces to support multiple languages or locales then you must create a view for each interface.
Answer: D,E
Explanation:
Explanation
You must create a view to map Knowledge Advanced objects 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 24
Which two report columns are displayed in Oracle Knowledge Advanced? (Choose two.)
- A. Author
- B. Summary
- C. Rating
- D. Answer ID
- E. Description
Answer: B,D
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 25
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_NEW_INC_DURATION set to 60 days.
- C. EU_FA_NEW_WIN_TYPES set to 60 days.
- D. ADP_NUM_REL_ANS set to 60 days.
- E. ANS_UPD_INC_DURATION set to 60 days.
Answer: B
Explanation:
Explanation
ANS_NEW_INC_DURATION denotes the number of days that the solved count of new answers will not be aged (reduced).
NEW QUESTION 26
Which two statements are true about Connect Web Services for a SOAP Batch Operation? (Choose two.)
- A. 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.
- B. In a batch request, the server will allow up to 100 transactions.
- C. The "CommitAfter" attribute can only be set at the end of the last transaction in a batch request.
- D. If a new transaction is in the batch request after the failed transaction, the transaction will not run.
- E. A batch operation can be used to send multiple heterogeneous operation requests to the server in a single SOAP request.
Answer: A,E
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 27
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. Delete the Platinum SLA and save the record, create a new SLA with a different name, and assign a total incident count of 100.
- B. Rename the Platinum SLA, change the total incident value to 100, and save it.
- C. Activate the default SLA which has a default incident count of 100 by deleting the Platinum SLA.
- D. In the Platinum SLA modify the total incident count to 100 and save it.
Answer: D
Explanation:
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
References:
https://docs.oracle.com/cd/E26854_01/doc.121/e26585/alerts004.htm#CIHGIFIH
NEW QUESTION 28
Which two statements are true about replacement tokens? (Choose two.)
- A. They enable re-use of existing content of any data type in variables.
- B. They enable management of standardized content from a single resource.
- C. They enable creation and storage of complex content consisting of integrated text and images multiple times.
- D. They enable re-use of content in a standardized form.
Answer: B,D
Explanation:
Explanation
Replacement tokens enable you to do the following:
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, 18A, page 25
NEW QUESTION 29
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 have filtering option in ribbon.
- C. Published reports contain snapshots of data at the time the report is run.
- D. Published reports can be edited.
- E. Published reports can be shared.
Answer: C,E
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 30
Which action cannot be performed on a dashboard?
- A. open a report for editing from a dashboard
- B. queue a dashboard manually
- C. add a web browser to a dashboard
- D. send queued dashboards to comma-separated values (CSV) file
Answer: C
NEW QUESTION 31
In the Actions to Take drop-down list of Knowledge Advanced, which three actions can you use to tune a question?
- A. Add Synonyms
- B. Copy a Concept
- C. Add to Existing Concept
- D. Edit Concept
- E. Add a Concept
Answer: C,D,E
Explanation:
Explanation
The Actions To Take menu lists the tuning options for each object. Each object has a set of tuning actions, as displayed in the following table.
References:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/tuning-intelligent-search.html#c_Selecting_or_Entering_
NEW QUESTION 32
In Oracle Knowledge Advanced, which shortcut key opens an external answer in a browser?
- A. Ctrl + O
- B. Ctrl + T
- C. Ctrl + N
- D. Ctrl + A
Answer: A
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 33
Which statement is true about dashboards?
- A. A new dashboard can be created by copying an existing dashboard.
- B. A new dashboard must have more than one report.
- C. The dashboard design center's reports explorer lists only reports that can be added to a dashboard.
- D. A new dashboard can be scheduled with alerts
- E. A new dashboard can be created only by dragging existing reports to the dashboard design center.
Answer: A
Explanation:
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 34
Which three tasks should you perform after deploying custom objects? (Choose three.)
- A. editing a user's profile to grant permissions to use the custom object workspace
- B. creating system attributes
- C. adding the workspace to a user's navigation set
- D. creating a workspace
- E. defining relationships with other custom objects or standard objects
- F. creating standard reports
Answer: A,C,D
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 35
Which action can be performed on published reports?
- A. enable drill-down links for report levels
- B. modify report permissions
- C. activate run-time selectable filters
- D. add page breaks
Answer: C
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 36
Which five components can be used to filter the Authoring inbox? (Choose five.)
- A. Product and Categories
- B. Console roles
- C. Rating
- D. Content Types
- E. Assignment status
- F. User
- G. Locales
- H. Views
Answer: D,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 37
Which statement is true about generic objects?
- A. CRUD operations cannot be performed with generic objects.
- B. A generic object representation must be built for handling standard objects.
- C. Batching and chaining operations are supported only by generic objects.
- D. A generic object representation must be built for custom objects.
Answer: C
Explanation:
Explanation
Chaining is always used together with batching. A batch operation includes multiple target operations that each can take a homogeneous or heterogeneous list of business objects.
References:
https://docs.oracle.com/en/cloud/paas/integration-cloud-service/cccdg/batch-and-bulk-operations.html
NEW QUESTION 38
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. Call support and have them run a search and replace on the database.
- B. Search for all answers that have the address and update.
- C. Create a variable to contain the address and update all answers to include it.
- D. Create a standard text to include the new address and update all the answers to include it.
Answer: B
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 39
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 can request translations of articles.
- B. It cannot change the owner of articles.
- C. It cannot delete articles from the Content Type.
- D. It cannot change product/category of articles.
- E. It can change views of articles.
- F. It can publish and un-publish articles.
Answer: A,E,F
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 40
A customer has a problem with a damaged battery and searches your knowledge base with the search term
"battery damage issue." The customer selects one of the answers in the search result and wants to view answers that contain closely related articles in continuation to the selected answer.
What should you configure?
- A. Include battery and damage as keywords under Answers Stop Words.
- B. Open the answer containing the battery damage issue term and under the Relationship tab add the loosely related continuation answers in Sibling Answers.
- C. Edit the alias text file to include alias words - battery damage, battery issue, battery.
- D. Open the answer containing the battery damage issue term and under the Relationship tab add the loosely related continuation answers in Manually Related Answers.
Answer: D
Explanation:
Explanation
Manually related answers are two or more answers that may contain related information. Manually relating answers provides customers with additional options for finding accurate information. The Manually Related Answers section of the Relationships tab consists of a toolbar and a list of manually related answers.
NEW QUESTION 41
Which two queues have manual pull policy? (Choose two.)
- A. Manual
- B. Round Robin (All)
- C. Standard
- D. Round Robin (Logged in)
- E. Last In First Out (LIFO)
Answer: C,D
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 42
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 group filter using the rel_date_diff() function.
- B. Use the date_diff() function nested in the name_format() function.
- C. Use the date_add() function.
- D. Create a level filter using the count () function.
Answer: B
Explanation:
Explanation
The date_diff() function returns the number of seconds occurring between two dates.
NEW QUESTION 43
Which three values does Knowledge Advanced use to calculate whether the answers returned have improved?
(Choose three.)
- A. the total number of times the search has been made with the search string containing the title of the document
- 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 number of times the "Is this answer helpful?" option has been selected as "Yes"
- E. the total number of times documents were clicked on
Answer: C,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 44
In Knowledge Advanced, which three components does the Intelligent Search component, Ontology, contain?
(Choose three.)
- A. Rules engine
- B. Search Log
- C. Translations
- D. Language information
- E. Dictionary
Answer: A,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 45
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