[Dec 14, 2021] 1Z0-1037-20 Test Prep Training Practice Exam Questions Practice Tests
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Oracle 1Z0-1037-20 Exam Syllabus Topics:
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NEW QUESTION 13
Which three components do you configure in Oracle Service Cloud that are synced to Knowledge Advanced?
(Choose three.)
- A. API Roles
- B. Console roles
- C. Workflows
- D. Web roles
- E. Product and Categories
Answer: B,D,E
Explanation:
Explanation
Knowledge Advanced uses Products and Categories hierarchies that you define for your Service Cloud environment, and automatically synchronizes any changes you make to the Product hierarchy.
You manage users through roles, which control the level of management access you have to Knowledge Advanced, the general authoring abilities you have on a particular Content Type, and what tasks you can perform in a workflow. Users are assigned either Console roles or Web roles.
References:
Oracle Service Cloud, Using Knowledge Advanced, Release May 2016, pages 28, 45
NEW QUESTION 14
Which three types of answers can be added to the knowledge base? (Choose three.)
- A. HTML
- B. URL
- C. File Attachment
- D. TEXT
- E. XML
Answer: A,B,C
Explanation:
Explanation
If you have an existing knowledge base and you would like to migrate that content into a knowledge base, you must create specific Content Types for that content to migrate to.
Before you migrate your knowledge base, create the following Content Types:
C: HTML - These answers represent HTML content. You create an HTML article by entering text in the Summary, Question, and Answer fields on the Add Content page.
D: URL - These answers represent URLs to external content. You create a URL article by entering the URL of the document that is to be the answer source for the given question in the URL field of the Add Content page.
The URL must be to one specific page and not to a page containing links to additional sources or external collections. It is also important to enter a descriptive Summary and Question as Knowledge Advanced uses the information in these two fields when conducting internal searches for documents. For customer searches, Knowledge Advanced also indexes the destination URL so it can be searched.
E: Attachment - These answers represent standalone documents attached to the answer. You create an attachment article, select the attachment to use from the Attachment link on the Add Content page.
FAQ - These answers represent frequently asked questions.
KCS - These answers represent similar content from KSC articles.
Manual - These answers represent application manuals.
References:
https://docs.oracle.com/cloud/may2017/servicecs_gs/FAUKA/Content_Authoring.htm#FAUKAcontent_authorin
NEW QUESTION 15
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. defining relationships with other custom objects or standard objects
- D. creating a workspace
- E. creating standard reports
- F. adding the workspace to a user's navigation set
Answer: A,D,F
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 16
Which three pieces of information can be obtained from the Knowledge Advanced Analytics standard reports?
(Choose three.)
- A. Questions with High Score Answer
- B. Article Aging
- C. Search Accuracy
- D. Click-Though Rate of External Documents
- E. Words without Concepts
Answer: B,D,E
Explanation:
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.
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, 18A, page 75
NEW QUESTION 17
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:
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.
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, 18A, page 70
NEW QUESTION 18
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. A generic object representation must be built for custom objects.
- D. Batching and chaining operations are supported only by generic objects.
Answer: D
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 19
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. Rollups
- B. Bucket Filter
- C. Applied Filter
- D. Slicing
- E. Auto Filter
Answer: A
NEW QUESTION 20
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. ANS_UPD_INC_DURATION set to 60 days.
- C. ADP_NUM_REL_ANS set to 60 days.
- D. ANS_NOTIF _DURATION set to 60 days.
- E. ANS_NEW_INC_DURATION set to 60 days.
Answer: E
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 21
Which action can be performed on published reports?
- A. modify report permissions
- B. activate run-time selectable filters
- C. enable drill-down links for report levels
- D. add page breaks
Answer: B
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 22
Your client wants to block all employees' personal details and allow each employee's direct manager to access only the blood group, medical details, emergency contact number for emergency usage.
What kind of filter option should you use to allow a manager to generate an emergency details report?
- A. Runtime Selectable filter
- B. Standard Filter
- C. Fixed filter
- D. Docked filter
- E. Restricted Filter
Answer: C
Explanation:
Explanation
fixed filter: A component of Analytics and Out*reach and Feedback segments used to define the data set available in the report or segment. Fixed filters are statements constructed from expressions, functions, and operators, and cannot be altered when using a segment or when running a report
NEW QUESTION 23
What does the response requirement in an SLA specify?
- A. initial response time limit to all customer inquiries within one business day.
- B. individual time limits for the initial response time and subsequent resolution as per the business hours.
- C. the maximum number of days allowed for the resolution of an incident as per the business hours.
- D. the overall maximum time limit for the initial response and resolution for each incident.
Answer: D
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 24
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 the result 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 25
Your client wants to import new answers. Which five fields are required by the Data Import Wizard? (Choose five.)
- A. Assigned account value
- B. Summary
- C. Attachments
- D. Access Level
- E. Display Position
- F. Keywords
- G. Product/Category
- H. Status
Answer: C,D,F,G,H
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.
References:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/_BUIGuide-9.htm
NEW QUESTION 26
Which two statements are true about Knowledge Advanced views? (Choose two.)
- A. In Oracle Service Cloud if you have multiple interfaces to support multiple brands then you must create a view corresponding to each interface.
- B. Views do not depend on the number and purpose of the interface that your organization uses.
- C. In Oracle Service Cloud if you have multiple interfaces to support multiple languages or locales then you must create a view for each interface.
- D. You must create Views to map Knowledge Advanced objects and functionality to the Oracle Service cloud interface.
- E. View cannot be renamed or deleted but only modified.
Answer: A,C
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 27
Which two features can you use to connect output levels in a report? (Choose two.)
- A. dashboards
- B. grouping
- C. variables
- D. drill-down filters
- E. drill-down links
Answer: D,E
Explanation:
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.
References:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/_analytics.htm#FAMUGth_Analytics
NEW QUESTION 28
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. In the Platinum SLA modify the total incident count to 100 and save it.
- C. Rename the Platinum SLA, change the total incident value to 100, and save it.
- D. Activate the default SLA which has a default incident count of 100 by deleting the Platinum SLA.
Answer: B
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 29
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. both the Answers Keywords and Stopwords
- B. the alias.txt file
- C. the wordlist files
- D. the thesaurus.txt file
Answer: D
Explanation:
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 30
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. Create a level filter using the count () function.
- D. Use the date_add() function.
Answer: B
Explanation:
Explanation
The date_diff() function returns the number of seconds occurring between two dates.
NEW QUESTION 31
Which two statements are true about exporting report data? (Choose two.)
- A. It can be exported as a Word doc.
- B. It can be exported in PDF format.
- C. It can be exported only as an .xlsx Excel file.
- D. It can be exported using only absolute HTML layouts.
- E. It can be exported to a character-delimited file.
- F. It can be exported in XML format.
Answer: E,F
NEW QUESTION 32
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. The tuning process automatically corrects it.
- B. You must check if alternative synonyms exist.
- C. You must correct the spelling manually.
- D. Knowledge Advanced does not accept words that are not in the dictionary.
Answer: C
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 33
How can you access the Report Explorer?
- A. Home > Analytics > Report management > Report explorer
- B. Home > Configuration > Report management > Report explorer
- C. Home > Configuration > Report Explorer
- D. Home > Configuration > Report management
- E. Home > Analytics > Report Explorer
Answer: E
Explanation:
Explanation
To access Knowledge Advanced Analytics:
References:
Oracle Service Cloud, Using Knowledge Advanced, Release May 2016, page 75
NEW QUESTION 34
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 needs Admin permission to delete the translated document.
- B. The user cannot delete the translated document because version numbers between the various localized versions are dependent on each other.
- C. The user cannot delete the translated document; you have to remove it from the user's access by unpublishing a version.
- D. The user cannot delete it because it directly affects the reference document that the translation document is based upon.
Answer: C
Explanation:
Explanation
You cannot delete translated documents; you can remove them from user access by unpublishing a version.
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, November 2016, page
NEW QUESTION 35
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