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NEW QUESTION 30
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. EU_FA_NEW_WIN_TYPES set to 60 days.
- B. ADP_NUM_REL_ANS set to 60 days.
- C. ANS_UPD_INC_DURATION set to 60 days.
- D. ANS_NEW_INC_DURATION set to 60 days.
- E. ANS_NOTIF _DURATION set to 60 days.
Answer: D
Explanation:
ANS_NEW_INC_DURATION denotes the number of days that the solved count of new answers will not be aged (reduced).
NEW QUESTION 31
Which statement is true about dashboards?
- A. A new dashboard can be created by copying an existing dashboard.
- B. A new dashboard can be scheduled with alerts
- C. The dashboard design center's reports explorer lists only reports that can be added to a dashboard.
- D. A new dashboard can be created only by dragging existing reports to the dashboard design center.
- E. A new dashboard must have more than one report.
Answer: A
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 32
Which three values does Knowledge Advanced use to calculate whether the answers returned have improved? (Choose three.)
- A. the number of cases linked to the top answer
- B. the number of times documents were clicked on as a result after a particular answer
- C. the total number of times documents were clicked on
- D. the total number of times the search has been made with the search string containing the title of the document
- E. the number of times the "Is this answer helpful?" option has been selected as "Yes"
Answer: B,C,E
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.
Reference:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FACAI/AdministeringAccessibility-4.htm
NEW QUESTION 33
How can you access the Report Explorer?
- A. Home > Configuration > Report management
- B. Home > Configuration > Report Explorer
- C. Home > Configuration > Report management > Report explorer
- D. Home > Analytics > Report Explorer
- E. Home > Analytics > Report management > Report explorer
Answer: D
Explanation:
To access Knowledge Advanced Analytics:
Reference:
Oracle Service Cloud, Using Knowledge Advanced, Release May 2016, page 75
NEW QUESTION 34
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. Search for all answers that have the address and update.
- C. Call support and have them run a search and replace on the database.
- D. Create a variable to contain the address and update all answers to include it.
Answer: B
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 35
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 change product/category of articles.
- B. It cannot delete articles from the Content Type.
- C. It can change views of articles.
- D. It cannot change the owner of articles.
- E. It can request translations of articles.
- F. It can publish and un-publish articles.
Answer: C,E,F
Explanation:
You can manage the following tasks through the bulk update feature.
Reference:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/managing-content.html#c_Modifying_Articles_with_Bulk_Update_ad1132751
NEW QUESTION 36
Which filter type should you use in a report to display data in a tree structure?
- A. Auto filter
- B. Slicing by bucket
- C. Rollup
- D. Slicing by column
Answer: D
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.
Reference:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/_analytics.htm
NEW QUESTION 37
What are the standard status types for answers?
- A. Private, Public
- B. Published, Proposed
- C. Private, Published, Proposed, Review
- D. Public, Proposed
Answer: A
Explanation:
The status of an answer that determines whether it can be viewed by customers. The default answer status types are Public and Private.
Reference:
https://docs.oracle.com/cloud/17d/servicecs_gs/FAMUG/topichead.htm#FAMUGg_answer_relationship
NEW QUESTION 38
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 thesaurus.txt file
- B. both the Answers Keywords and Stopwords
- C. the alias.txt file
- D. the wordlist files
Answer: A
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 39
In Oracle Knowledge Advanced, which shortcut key opens an external answer in a browser?
- A. Ctrl + O
- B. Ctrl + T
- C. Ctrl + A
- D. Ctrl + N
Answer: A
Explanation:
To open in a browser (for external documents) use Ctrl + K + O
Reference:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAUKA/User_AgentDesktop.htm#FAUKAControllingDisplayOfIncidentReferen-F772D24C
NEW QUESTION 40
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. Add or update staff accounts to use profile that include Social Monitor permissions.
- C. Add or update profiles to include the Social Monitor permissions.
- D. Add or update navigation sets to include the Social Monitor navigation button and component.
- E. Add of update a list of favorites.
- F. Set up a Social Monitor search schedule.
Answer: C,D
Explanation:
Social monitoring must be enabled for your site. To enable social monitoring, contact your Oracle account manager.
Procedure
Reference:
https://docs.oracle.com/cloud/may2017/servicecs_gs/FAMUG/_social.htm#FAMUGth_SocialMonitor
NEW QUESTION 41
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: A
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 the result list, this can indicate that the tuning had a negative impact.
Reference:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/tuning-intelligent-search.html#c_Analyzing_Tuning_Impact_on_Similar_Questions_aa1030048
NEW QUESTION 42
Which three pieces of information can be obtained from the Knowledge Advanced Analytics standard reports? (Choose three.)
- A. Words without Concepts
- B. Click-Though Rate of External Documents
- C. Search Accuracy
- D. Questions with High Score Answer
- E. Article Aging
Answer: A,B,E
Explanation:
Accessing Analytics Reports
Use the following procedure to access Knowledge Advanced Analytics reports.
To view the following reports, select Common, Data Integration and the report.
To view the following reports, select OKCS and the report.
Reference:
Oracle Service Cloud, Knowledge Advanced Administration Guide, 18A, page 75
NEW QUESTION 43
Which option should you select from the Status drop-down menu to see the reviewed requests in Knowledge Advanced?
- A. Request Review
- B. Archived Request
- C. All Requests
- D. Active Request
Answer: B
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:
Reference:
Oracle Service Cloud, Knowledge Advanced Administration Guide, November 2016, page 45
NEW QUESTION 44
Which five components can be used to filter the Authoring inbox? (Choose five.)
- A. Console roles
- B. Views
- C. Product and Categories
- D. Rating
- E. Assignment status
- F. Content Types
- G. User
- H. Locales
Answer: B,E,F,G,H
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.
Reference:
Oracle Service Cloud, Knowledge Advanced User Guide, Release May 2017, page 17
NEW QUESTION 45
You have created a new answer article for your customer but when you are trying to see that answer article on the Customer's Portal you find that it is not appearing.
Which two issues might be causing the problem? (Choose two.)
- A. There is no answer content added to the answer article.
- B. The answer is not assigned to any product/category that is visible to a customer.
- C. There is no display position defined for the answer article.
- D. The answer status is not set to public or custom status of status type "public".
- E. There is no search term added in the answer keyword list.
- F. The answer article is not assigned to any staff member/staff agent.
Answer: B,D
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.
C: The primary factor that determines the visibility of answers is answer status. There can be many custom answer statuses, but all must be either a Public or Private status type, which is determined when the custom status is created.
F: Products and categories-The visibility settings for the products and categories associated with the answer will also affect the visibility. If the answer is assigned to a product or category that is not visible to customers on a particular interface, the answer will also not be visible to customers, unless it is assigned to another product or category that is visible on the interface. In other words, if you have an answer that is assigned to two products, and one of the products is not visible on the interface, but the other product is, your answer will appear on the interface. However, if the answer is assigned to two products, and neither product is visible on the interface, your answer will not appear on the interface under any circumstances.
Reference:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/_BUIGuide-9.htm
NEW QUESTION 46
In Knowledge Advanced, which section displays the lock status?
- A. Analytics
- B. Reports
- C. Properties
- D. Overview
Answer: C
Explanation:
The Properties section displays the form properties and lock status.
NEW QUESTION 47
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