[Feb-2022] Oracle 1Z0-1037-21 Official Cert Guide PDF
Exam 1Z0-1037-21: Oracle Knowledge Management 2021 Implementation Essentials - VCEEngine
NEW QUESTION 16
You have created four individual reports that display different details related to four agents.
Your customer wants to view and search for data in these reports simultaneously.
What should you use?
- A. Cumulative report
- B. Standard report
- C. Dashboard report
- D. Custom report
- E. Cross Tabs report
Answer: C
Explanation:
Explanation
Dashboards are particularly useful for managers who need to view a wide range of data from different reports.
Using dashboards eliminates the needto open a large number of reports individually.
When viewing standard or custom reports, you generally open reports one at a time, and search for data in only the report that is active. However, you can view and search for data in several reports simultaneously by adding them to a dashboard. Each report in a dashboard retains the same functionality as if you opened the report separately, allowing you to access and work with a variety of data from one dashboard.
References:
https://docs.oracle.com/en/cloud/saas/service/18a/famug/analytics.html#dashboards
NEW QUESTION 17
Which two statements are true about Connect Web Services for a SOAP Batch Operation? (Choose two.)
- A. If a new transaction is in the batch request after the failed transaction, the transaction will not run.
- B. A batch operation can be used to send multiple heterogeneous operation requests to the server in a single SOAP request.
- C. In a batch request, the server will allow up to 100 transactions.
- D. 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.
- E. The "CommitAfter" attribute can only be set at the end of the last transaction in a batch request.
Answer: B,D
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 18
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 19
Which action cannot be performed on a dashboard?
- A. open a report for editing from a dashboard
- B. add a web browser to a dashboard
- C. send queued dashboards to comma-separated values (CSV) file
- D. queue a dashboard manually
Answer: B
NEW QUESTION 20
Which two statements are true about exporting report data? (Choose two.)
- A. It can be exported to a character-delimited file.
- B. It can be exported in XML format.
- C. It can be exported using only absoluteHTML layouts.
- D. It can be exported only as an .xlsx Excel file.
- E. It can be exported in PDF format.
- F. It can be exported as a Word doc.
Answer: A,B
NEW QUESTION 21
Which five components can be used to filter the Authoring inbox? (Choose five.)
- A. Rating
- B. User
- C. Content Types
- D. Locales
- E. Product and Categories
- F. Consoleroles
- G. Assignment status
- H. Views
Answer: B,C,D,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, ReleaseMay 2017, page 17
NEW QUESTION 22
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 display position defined for the answer article.
- B. The answer is not assigned to any product/category that is visible to a customer.
- C. The answer status is not set to public or custom status of status type "public".
- D. There is no search term added in the answer keyword list.
- E. There is no answer content added to the answer article.
- F. The answer article is not assigned to any staff member/staff agent.
Answer: B,C
Explanation:
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 categoriesassociated 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.
References:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/_BUIGuide-9.htm
NEW QUESTION 23
In Oracle Knowledge Advanced, which shortcut key opens an external answer in a browser?
- A. Ctrl + O
- B. Ctrl + N
- C. Ctrl + T
- D. Ctrl + A
Answer: A
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 24
Which two components are used by the Knowledge Advanced Task Management facility to automatically generate tasks? (Choose two.)
- A. notification configuration
- B. configured workflow processes
- C. user roles
- D. privileges
- E. content life cycle events
Answer: B,E
NEW QUESTION 25
Which two queues have manual pull policy? (Choose two.)
- A. Manual
- B. Round Robin (All)
- C. Standard
- D. Last In First Out (LIFO)
- E. Round Robin (Logged in)
Answer: C,E
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 26
Which two statements are true about replacement tokens? (Choose two.)
- A. They enable re-use of content in a standardized form.
- B. They enable re-use of existing content of any data type in variables.
- C. They enable creation and storage of complex content consisting of integrated text and images multiple times.
- D. They enable management of standardized content from a singleresource.
Answer: A,D
Explanation:
Explanation
Replacement tokens enable you to do the following:
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, 18A, page 25
NEW QUESTION 27
What two factors are responsible for ranking of an answer? (Choose two.)
- A. number of searches for that answer article
- B. display position
- C. solved count based on customer activity
- D. number of answers linked to that answer
Answer: A,B
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 28
Which two report columns aredisplayed in Oracle Knowledge Advanced? (Choose two.)
- A. Rating
- B. Answer ID
- C. Summary
- D. Author
- E. Description
Answer: B,C
Explanation:
Explanation
Viewing the Answer Details
When you click a link in the # Answers column of the report, you can view the following answerdetails.
References:
https://docs.oracle.com/cloud/august2016/servicecs_gs/FAKAC/Chunk528507396_d110.htm#aa1237135
NEW QUESTION 29
Which two statements are true about response requirements for incidents? (Choose two.)
- A. Default response requirements for an interface cannot be modified.
- B. Custom response requirements are based on the level of service being provided.
- C. Response requirements include the maximum time limit for responding to each inquiry for an unresolved incident.
- D. Holidays have to be defined before creating response requirements.
Answer: B,C
Explanation:
Explanation
To define an SLA:
Picture 2
4. Confirm that the Response Requirement Settings display as:
Picture 3
References:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAIKA/Configuring_KA_Features.htm#FAIKAab1032
NEW QUESTION 30
You observe thatwhen 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 withkeywords "IPhone 7" or "IP7" or any related search term.
What should you do?
- A. Include search term in Search priority word.
- B. Include search terms in Stop Words
- C. Add all related search terms to an aliases.txt.file.
- D. Include the search terms in both Answer Keyword and Stop Word.
- E. Include the search terms in Answers Keywords
Answer: C
Explanation:
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.
References:
Oracle Service Cloud User Guide, Release February 2017, page, pages 307-308
NEW QUESTION 31
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. the thesaurus.txt file
- C. the alias.txt file
- D. both the Answers Keywords and Stopwords
Answer: B
Explanation:
Explanation
The thesaurus.txt file contains a list of words and their synonyms used in the Similar Phrases search technique on theAnswers page. Words in the text search are matched with synonyms to extend the searching capability to include ontologies.
NEW QUESTION 32
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