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Oracle 1z0-1037-22 Exam Syllabus Topics:
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NEW QUESTION 29
In the Actions to Take drop-down list of Knowledge Advanced, which three actions can you use to tune a question?
- A. Edit Concept
- B. Add Synonyms
- C. Copy a Concept
- D. Add a Concept
- E. Add to Existing Concept
Answer: A,D,E
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.
Reference:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/tuning-intelligent-search.html#c_Selecting_or_Entering_a_Question_to_Tune_aa1040311
NEW QUESTION 30
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 search terms in Stop Words
- C. Include search term in Search priority word.
- D. Include the search terms in Answers Keywords
- E. Add all related search terms to an aliases.txt.file.
Answer: E
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.
Reference:
Oracle Service Cloud User Guide, Release February 2017, page, pages 307-308
NEW QUESTION 31
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. individual time limits for the initial response time and subsequent resolution as per the business hours.
- D. the maximum number of days allowed for the resolution of an incident as per the business hours.
Answer: A
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.
Reference:
https://docs.oracle.com/cloud/17d/servicecs_gs/FAMUG/_service.htm#FAMUGth_ServiceLevelAgreements
NEW QUESTION 32
Which two statements are true about published reports? (Choose two.)
- A. Published reports can be edited.
- 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 shared.
- E. Published report data can change automatically when the knowledge base data is updated.
Answer: C,D
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.
Reference:
https://docs.oracle.com/cloud/17d/servicecs_gs/FAMUG/topichead.htm#FAMUGg_public_key
NEW QUESTION 33
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:
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.
Reference:
Oracle Service Cloud, Knowledge Advanced Administration Guide, 18A, page 70
NEW QUESTION 34
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 do not match a particular word.
- B. Adding a new concept enabled Knowledge Advanced Search to return results that match a particular word, its synonyms, and its related concepts.
- C. Adding a new concept enabled Knowledge Advanced Search to return results that match a particular word and its synonyms.
- D. Adding a new concept enabled Knowledge Advanced Search to return results that match only a particular word.
Answer: B
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 35
How can you access the Report Explorer?
- A. Home > Analytics > Report management > Report explorer
- B. Home > Configuration > Report management > Report explorer
- C. Home > Analytics > Report Explorer
- D. Home > Configuration > Report Explorer
- E. Home > Configuration > Report management
Answer: C
Explanation:
To access Knowledge Advanced Analytics:
Reference:
Oracle Service Cloud, Using Knowledge Advanced, Release May 2016, page 75
NEW QUESTION 36
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; you have to remove it from the user's access by unpublishing a version.
- B. The user cannot delete the translated document because version numbers between the various localized versions are dependent on each other.
- C. The user needs Admin permission to delete the translated document.
- D. The user cannot delete it because it directly affects the reference document that the translation document is based upon.
Answer: A
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 37
Which two statements are true about replacement tokens? (Choose two.)
- A. They enable re-use of content in a standardized form.
- B. They enable creation and storage of complex content consisting of integrated text and images multiple times.
- C. They enable management of standardized content from a single resource.
- D. They enable re-use of existing content of any data type in variables.
Answer: A,C
Explanation:
Replacement tokens enable you to do the following:
Reference:
Oracle Service Cloud, Knowledge Advanced Administration Guide, 18A, page 25
NEW QUESTION 38
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 provide access to the answers based on the customer service level agreement matching the answers' access level
- C. to rank customers based on the number of answers posted in a forum based on the service level
- D. to give permission to users to add questions in a forum based on the service level
Answer: B
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 39
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. Edit the alias text file to include alias words - battery damage, battery issue, battery.
- C. Open the answer containing the battery damage issue term and under the Relationship tab add the loosely related continuation answers in Manually Related Answers.
- D. Open the answer containing the battery damage issue term and under the Relationship tab add the loosely related continuation answers in Sibling Answers.
Answer: C
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 40
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. Auto Filter
- C. Bucket Filter
- D. Slicing
- E. Rollups
Answer: E
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 41
Which two statements are true about exporting report data? (Choose two.)
- A. It can be exported in PDF format.
- B. It can be exported in XML format.
- C. It can be exported using only absolute HTML layouts.
- D. It can be exported only as an .xlsx Excel file.
- E. It can be exported as a Word doc.
- F. It can be exported to a character-delimited file.
Answer: B,F
NEW QUESTION 42
You enter a word in the Manage Search Query tool field "Tune a Question" that Knowledge Advanced does not recognize.
Which statement is true?
- A. You must check if alternative synonyms exist.
- B. Knowledge Advanced does not accept words that are not in the dictionary.
- C. You must correct the spelling manually.
- D. The tuning process automatically corrects it.
Answer: C
Explanation:
When you tune a user question, you are adding or changing objects in the Intelligent Search Dictionary.
The tuning process corrects common, misspelled words automatically. However, if you enter a word that the tuning process does not recognize, or it returns a word not synonymous with your meaning, you must correct the spelling manually.
Reference:
Oracle Service Cloud, Knowledge Advanced Administration Guide, November 2016, page 51
NEW QUESTION 43
Which two statements are true about knowledge base articles of Oracle Service Cloud? (Choose two.)
- A. Multiple answers cannot be updated simultaneously.
- B. Answer articles can be copied.
- C. Answer articles cannot be printed.
- D. Answer articles can be archived but not deleted.
- E. Answer articles can contain variables.
Answer: B,E
NEW QUESTION 44
Which two features can you use to connect output levels in a report? (Choose two.)
- A. dashboards
- B. drill-down links
- C. drill-down filters
- D. grouping
- E. variables
Answer: B,C
Explanation:
When you use the report and click a drill-down link on the first level of the report, the second output level knows to display only information related to the queue in the row you clicked. For more complex reports, the drill-down filter can be changed.
Reference:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/_analytics.htm#FAMUGth_Analytics
NEW QUESTION 45
What should you do to ensure two published answers are always returned for a specific search word?
- A. Create multiple Priority words that share the same name.
- B. Create multiple search words associated within a single priority word group.
- C. List the search word under Answers Keywords.
- D. List the search word under Stop words.
- E. List the search word under both Answers Keywords and Stop words.
Answer: C
Explanation:
You can define the search term automatically so that the answers returned by the Oracle Knowledge Advanced syndication widget are related to that keyword.
Reference:
https://docs.oracle.com/cloud/17d/servicecs_gs/FAIKA/EnableKAonCP.htm#FAIKAth_EnablingKnowledgeAdvancedonCustomerPortal
NEW QUESTION 46
Your client wants to import new answers. Which five fields are required by the Data Import Wizard? (Choose five.)
- A. Product/Category
- B. Access Level
- C. Attachments
- D. Assigned account value
- E. Display Position
- F. Status
- G. Summary
- H. Keywords
Answer: A,B,C,F,H
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.
Reference:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/_BUIGuide-9.htm
NEW QUESTION 47
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. Call support and have them run a search and replace on the database.
- D. Create a standard text to include the new address and update all the answers to include it.
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 48
Which two statements are true about workflows in Knowledge Advanced? (Choose two.)
- A. A Workflow process can only be used while creating and editing the articles.
- B. A Workflow process is defined as a sequence of steps, such as creating, editing, translating, reviewing, and approving the articles.
- C. In Workflow you cannot reassign a task to another user or team.
- D. Once a user rejects the article, it moves to the previous step.
- E. Once a user rejects the article, the system automatically deletes the article.
Answer: B,D
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.
Reference:
Oracle Service Cloud, Knowledge Advanced Administration Guide, November 2016, page 4
NEW QUESTION 49
Which two statements are true about the Connect Common Object Model? (Choose two.)
- A. Primary objects contain either primitive data types or sub-objects.
- B. CRUD operations can be performed on sub-objects only through their parent primary object.
- C. Sub-objects contain only primitive data types.
- D. An array object is a collection of primary objects.
- E. Primary objects have only independent life cycles.
Answer: B,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 50
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. Block irrelevant answers from learned links.
- B. Add the word "mobile" to the answer stop word, add "mobile" to the search priority word, and then assign one answer.
- C. Delete irrelevant answers from sibling answers.
- D. Remove Related Answer Widget from the Customer Portal.
- E. Remove irrelevant answers from manually related answers.
Answer: B,C
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 51
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. Conditional linking
- B. Docked filters
- C. Conditional formatting
- D. Data exception
Answer: D
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 52
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