2022 Latest Oracle 1Z0-1037-21 Real Exam Dumps PDF
1Z0-1037-21 Exam Dumps, 1Z0-1037-21 Practice Test Questions
NEW QUESTION 13
Which two statements are true about published reports? (Choose two.)
- A. Published reports contain snapshots of data at the time the report is run.
- B. Published report data can change automatically when the knowledge base data is updated.
- C. Published reports can be shared.
- D. Published reports can be edited.
- E. Published reports have filtering option in ribbon.
Answer: A,C
Explanation:
Explanation
Publish report is a method ofpreserving 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 14
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. Slicing
- B. Rollups
- C. Applied Filter
- D. Auto Filter
- E. Bucket Filter
Answer: B
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 15
Which three values does Knowledge Advanced use to calculatewhether the answers returned have improved?
(Choose three.)
- A. the number of cases linked to the top answer
- B. the number of times the "Is this answer helpful?" option has been selected as "Yes"
- C. the total number of times the search has been made with the search string containing the title of the document
- D. the total number of times documents were clicked on
- E. the number of times documents were clicked on as a result after a particular answer
Answer: B,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 16
You notice that when a customer searches with the word "mobile", there are irrelevant answers showingunder
"Answers Other Found Helpful" section.
Which two steps should you take to resolve this? (Choose two.)
- A. Delete irrelevant answers from sibling answers.
- B. Remove Related Answer Widget from the Customer Portal.
- C. Remove irrelevant answers from manually related answers.
- D. Add the word "mobile" to the answer stop word, add "mobile" to the search priority word, and then assign one answer.
- E. Block irrelevant answers from learned links.
Answer: A,D
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 17
How is access to a Knowledge Advanced article or external document controlled for web users on the Customer Portal?
- A. Profiles
- B. User groups
- C. Console Roles
- D. Views
Answer: B
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 CollectionWizard or Collection Form under Manage Collections.
References:
Oracle Cloud Knowledge Advanced Implementation Guide, Release February 2018, page 54, page 60
NEW QUESTION 18
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. In the Platinum SLA modify the total incident count to 100 and save it.
- B. Activate the default SLA which has a default incident count of 100 by deleting the Platinum SLA.
- C. Rename the Platinum SLA, change the total incident value to 100, and save it.
- D. Delete the Platinum SLA and save the record, create a new SLA with a different name, and assign a total incident count of 100.
Answer: A
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 19
Which two actions must you perform to configure the Social Monitor? (Choose two.)
- A. Add or update profiles to include permission to add themes and clustering.
- B. Addor update profiles to include the Social Monitor permissions.
- C. Setup a Social Monitor search schedule.
- D. Add or update staff accounts to use profile that include Social Monitor permissions.
- E. Add of update a list of favorites.
- F. Add or update navigation sets to include the Social Monitor navigation button and component.
Answer: B,F
Explanation:
Explanation
Social monitoring must be enabled for your site. To enable social monitoring, contact yourOracle account manager.
Procedure
References:
https://docs.oracle.com/cloud/may2017/servicecs_gs/FAMUG/_social.htm#FAMUGth_SocialMonitor
NEW QUESTION 20
In Knowledge Advanced, if 1000 documents were linked to cases 1000 times before tuning, then how many times should they be linked after tuning, such that the tuning impact is negative and you may need to revise the changes?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: B
Explanation:
Explanation
Estimated Improvement. This is a numeric value that represents the positive or negative change Generally, when more answers with higher click-throughs are promoted, or moved up the result list, the tuning had a positive impact. When more answers with lower click-throughs are moved up theresult list, this can indicate that the tuning had a negative impact.
References:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/tuning-intelligent-search.html#c_Analyzing_Tuning_Im
NEW QUESTION 21
What is the maximum size of a file attachment that can be attached to an Answer using the answer workspace?
- A. 20 MB
- B. 10 MB
- C. 5 MB
- D. 25 MB
- E. 30 MB
Answer: A
Explanation:
Explanation
20MB is the maximum as well as the default.
References:
http://communities.rightnow.com/posts/7e961ac4d6?commentId=46204#46204
NEW QUESTION 22
What arethe standard status types for answers?
- A. Published, Proposed
- B. Private, Published, Proposed, Review
- C. Private, Public
- D. Public, Proposed
Answer: C
Explanation:
Explanation
The status of an answer that determines whether it can be viewed by customers. The default answer status types are Public and Private.
References:
https://docs.oracle.com/cloud/17d/servicecs_gs/FAMUG/topichead.htm#FAMUGg_answer_relationship
NEW QUESTION 23
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. You must correct the spelling manually.
- C. The tuning process automatically corrects it.
- D. Knowledge Advanced does not accept words that are not in the dictionary.
Answer: B
Explanation:
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.
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, November 2016, page 51
NEW QUESTION 24
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 can be archived but not deleted.
- D. Answer articles can contain variables.
- E. Answer articles cannot be printed.
Answer: B,D
NEW QUESTION 25
Which two statements are true about Connect Web Services? (Choose two.)
- A. Connect Web Services can be used anytime you are looking to extend the functionality offered by Oracle Service Cloud.
- B. If there is a requirement toextend Agent Desktop, Connect Web Service cannot be used within a Desktop Add-In.
- C. Connect Web Services can be used to integrate with other applications that require Oracle Service Cloud Data including integrating from Agent Desktop Add-ins.
- D. Connect Web Services should only be used for read-only data.
Answer: A,C
NEW QUESTION 26
In Knowledge Advanced, which three tasks can be filtered? (Choose three.)
- A. tasks for specific users
- B. tasks that are assigned
- C. open tasks only
- D. tasks that are unassigned
- E. tasks related tospecific content types only
Answer: A,C,D
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 27
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. Data exception
- C. Conditional formatting
- D. Docked filters
Answer: B
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 ascheduled report meets the exception criteria.
References:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/topichead.htm#FAMUGevent
NEW QUESTION 28
What should you do to ensure two published answers are always returned for a specific search word?
- A. Create multiple search words associated within a single priority word group.
- B. Create multiple Priority words that share the same name.
- C. List the search word under Stop words.
- D. List the search word under both Answers Keywords and Stopwords.
- E. List the search word under Answers Keywords.
Answer: E
Explanation:
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.
References:
https://docs.oracle.com/cloud/17d/servicecs_gs/FAIKA/EnableKAonCP.htm#FAIKAth_EnablingKnowledgeAd
NEW QUESTION 29
Which three statements are true about processing options in Web Services? (Choose three.)
- A. FetchAllNames proprerty of GetProcessingOptions indicates tothe server that all NameID Types should include both Name and ID.
- B. SuppressExternalEvents = true andSuppressExternalRules = true indicates to the server that External Event and Business Rules should execute on operation completion.
- C. SuppressExternalEvents and SuppressRules properties can also be defined for GetProcessingOptions.
- D. SuppressExternalEvents and SuppressExternalRules properties can be defined only for Create, Update, and Destroy Processing Options.
- E. SuppressExternalEvents = true and SuppressExternalRules = true indicates to the server that External Event and Business Rules should not be triggered.
- F. FetchAllNames = true indicates the server that it should fetch all Names but does not fetch IDs.
Answer: A,C,E
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 30
Which three tasks should you perform after deploying custom objects? (Choose three.)
- A. creating a workspace
- B. editing a user's profile to grant permissions to use the custom object workspace
- C. adding the workspace to a user's navigation set
- D. defining relationships with other custom objects or standard objects
- E. creating standard reports
- F. creating system attributes
Answer: A,B,C
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 objectsto 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 February2017, page 92
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. the maximum number of days allowed for the resolution of an incident as per the business hours.
- C. individual time limits for the initial response time and subsequent resolution asper the business hours.
- D. initial response time limit to all customer inquiries within one business day.
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 32
Examine these statements about products, categories, anddispositions:
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. 3 & 4
- B. 2 & 3
- C. 2 & 4
- D. 1 & 2
- E. 1 & 4
Answer: C
NEW QUESTION 33
Which two features can you use toconnect output levels in a report? (Choose two.)
- A. drill-down filters
- B. variables
- C. drill-down links
- D. grouping
- E. dashboards
Answer: A,C
Explanation:
Explanation
When you use the report and click a drill-down link on the first level of the report, the second output levelknows to display only information related to the queue in the row you clicked. For more complex reports, the drill-down filter can be changed.
References:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/_analytics.htm#FAMUGth_Analytics
NEW QUESTION 34
Which three statements are true bout the limitations of Connect Web Services? (Choose three.)
- A. The combination of the multi-object Create, Get, Update & Destroyoperations and the Batch operations is limited to 10,000 total input objects per SOAP request.
- B. When executing a query against a report database, a maximum of 100,000 rows can be returned.
- C. When executing aquery against an operational database, a maximum of 20,000 rows can be returned in a single request.
- D. The server enforces a maximum of 10,000 objects when invoking any one of the Create, Get, Update or Destroy operations.
- E. When executing a query against an operational database, a maximum of 100,000 rows can be returned in a single request.
- F. When executing a query against a report database, a maximum of 20,000 rows can be returned.
Answer: A,B,E
Explanation:
Explanation
D (not A): If the report is pre-configured for deferred execution, then depending on how large the data set to be processed is estimated to be,the report will either run right away or be prompted for queuing. In most cases, the user will be prompted to place the report in the queued state. Only where the report is estimated to run very quickly by not exceeding the deferred report threshold of 200,000 rows will the report be run immediately.
E: In Oracle Service Cloud, the maximum row export threshold is 100,000 rows.
F (not C): 10,000 total input objects per SOAP request. The combination of the multi-object Create, Get, Update and Destroy operations and the Batch operation is limited to 10,000 total input objects per SOAP request.
References:
https://docs.oracle.com/cloud/latest/soa121300/TKRDP/GUID-ED7B0E34-2D5E-40DF-A7ED-001581E2ACCA ORACLE SERVICE CLOUD GUIDE: HOW TO IMPROVE REPORTING PERFORMANCE, Best Practices to Scale Oracle Service Cloud Analytics for High Performance, ORACLE WHITE PAPER | MARCH 2015
NEW QUESTION 35
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