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NEW QUESTION 16
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. Restricted Filter
- B. Standard Filter
- C. Fixed filter
- D. Docked filter
- E. Runtime Selectable 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 17
Which two statements are true about knowledge base articles of Oracle Service Cloud? (Choose two.)
- A. Answer articles can be copied.
- B. Answer articles can be archived but not deleted.
- C. Answer articles can contain variables.
- D. Multiple answers cannot be updated simultaneously.
- E. Answer articles cannot be printed.
Answer: A,C
NEW QUESTION 18
Which statement is true about dashboards?
- A. A new dashboard can be created by copying an existing dashboard.
- B. A new dashboard must have more than one report.
- C. The dashboard design center's reports explorer lists only reports that can be added to a dashboard.
- D. A new dashboard can be scheduled with alerts
- E. A new dashboard can be created only by dragging existing reports to the dashboard design center.
Answer: A
Explanation:
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 19
What are the standard status types for answers?
- A. Published, Proposed
- B. Public, Proposed
- C. Private, Public
- D. Private, Published, Proposed, Review
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 20
Which two actions must you perform to configure the Social Monitor? (Choose two.)
- A. Add or update navigation sets to include the Social Monitor navigation button and component.
- B. Add or update profiles to include the Social Monitor permissions.
- C. Add or update staff accounts to use profile that include Social Monitor permissions.
- D. Add or update profiles to include permission to add themes and clustering.
- E. Add of update a list of favorites.
- F. Set up a Social Monitor search schedule.
Answer: A,B
Explanation:
Explanation
Social monitoring must be enabled for your site. To enable social monitoring, contact your Oracle account manager.
Procedure
References:
https://docs.oracle.com/cloud/may2017/servicecs_gs/FAMUG/_social.htm#FAMUGth_SocialMonitor
NEW QUESTION 21
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 match a particular word, its synonyms, and its related concepts.
- B. Adding a new concept enabled Knowledge Advanced Search to return results that match a particular word and its synonyms.
- C. Adding a new concept enabled Knowledge Advanced Search to return results that match only a particular word.
- D. Adding a new concept enabled Knowledge Advanced Search to return results that do not match a particular word.
Answer: A
Explanation:
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.
References:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/tuning-intelligent-search.html#c_About_Concepts_and_
NEW QUESTION 22
Which three statements are true bout the limitations of Connect Web Services? (Choose three.)
- A. The server enforces a maximum of 10,000 objects when invoking any one of the Create, Get, Update or Destroy operations.
- B. When executing a query against an operational database, a maximum of 20,000 rows can be returned in a single request.
- C. When executing a query against a report database, a maximum of 100,000 rows can be returned.
- D. When executing a query against a report database, a maximum of 20,000 rows can be returned.
- E. The combination of the multi-object Create, Get, Update & Destroy operations and the Batch operations is limited to 10,000 total input objects per SOAP request.
- F. When executing a query against an operational database, a maximum of 100,000 rows can be returned in a single request.
Answer: C,E,F
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 23
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. Batching and chaining operations are supported only by generic objects.
- D. A generic object representation must be built for custom objects.
Answer: C
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 24
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. ANS_NOTIF _DURATION set to 60 days.
- B. ANS_NEW_INC_DURATION set to 60 days.
- C. EU_FA_NEW_WIN_TYPES set to 60 days.
- D. ADP_NUM_REL_ANS set to 60 days.
- E. ANS_UPD_INC_DURATION set to 60 days.
Answer: B
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 25
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. List the search word under Stop words.
- C. Create multiple Priority words that share the same name.
- D. List the search word under Answers Keywords.
- E. List the search word under both Answers Keywords and Stop words.
Answer: D
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 26
Which option should you select from the Status drop-down menu to see the reviewed requests in Knowledge Advanced?
- A. All Requests
- B. Active Request
- C. Archived Request
- D. Request Review
Answer: C
Explanation:
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:
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, November 2016, page 45
NEW QUESTION 27
Which three statements are true about processing options in Web Services? (Choose three.)
- A. SuppressExternalEvents and SuppressRules properties can also be defined for GetProcessingOptions.
- B. FetchAllNames = true indicates the server that it should fetch all Names but does not fetch IDs.
- C. SuppressExternalEvents = true and SuppressExternalRules = true indicates to the server that External Event and Business Rules should not be triggered.
- D. SuppressExternalEvents and SuppressExternalRules properties can be defined only for Create, Update, and Destroy Processing Options.
- E. FetchAllNames proprerty of GetProcessingOptions indicates to the server that all NameID Types should include both Name and ID.
- F. SuppressExternalEvents = true and SuppressExternalRules = true indicates to the server that External Event and Business Rules should execute on operation completion.
Answer: A,C,E
Explanation:
Explanation
A: UpdateProcessingOptions include SuppressExternalEvents and SuppressRules.
B: FetchAllNames signals to the server that all NamedID 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 28
Which action cannot be performed on a dashboard?
- A. open a report for editing from a dashboard
- B. queue a dashboard manually
- C. add a web browser to a dashboard
- D. send queued dashboards to comma-separated values (CSV) file
Answer: C
NEW QUESTION 29
Which action can be performed on published reports?
- A. enable drill-down links for report levels
- B. modify report permissions
- C. activate run-time selectable filters
- D. add page breaks
Answer: C
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 30
Which two statements are true about response requirements for incidents? (Choose two.)
- A. Default response requirements for an interface cannot be modified.
- B. Holidays have to be defined before creating response requirements.
- C. Custom response requirements are based on the level of service being provided.
- D. Response requirements include the maximum time limit for responding to each inquiry for an unresolved incident.
Answer: C,D
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 31
Examine these statements about products, categories, and dispositions:
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. 1 & 2
- B. 3 & 4
- C. 1 & 4
- D. 2 & 3
- E. 2 & 4
Answer: E
NEW QUESTION 32
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 can request translations of articles.
- B. It cannot change the owner of articles.
- C. It cannot delete articles from the Content Type.
- D. It cannot change product/category of articles.
- E. It can change views of articles.
- F. It can publish and un-publish articles.
Answer: A,E,F
Explanation:
Explanation
You can manage the following tasks through the bulk update feature.
References:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/managing-content.html#c_Modifying_Articles_with_Bu
NEW QUESTION 33
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. Docked filters
- B. Conditional linking
- C. Data exception
- D. Conditional formatting
Answer: C
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 a scheduled report meets the exception criteria.
References:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/topichead.htm#FAMUGevent
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. Call support and have them run a search and replace on the database.
- B. Search for all answers that have the address and update.
- C. Create a variable to contain the address and update all answers to include it.
- D. Create a standard text to include the new address and update all the answers to include it.
Answer: B
Explanation:
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.
References:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/_BUIGuide-9.htm
NEW QUESTION 35
In Knowledge Advanced, which three components does the Intelligent Search component, Ontology, contain?
(Choose three.)
- A. Rules engine
- B. Search Log
- C. Translations
- D. Language information
- E. Dictionary
Answer: A,D,E
Explanation:
Explanation
When you tune a question you are adding or changing objects in the Intelligent Search Dictionary. The Dictionary is an Intelligent Search component that contains:
References:
https://docs.oracle.com/cloud/may2017/servicecs_gs/FAAKA/Optimizing_Intelligent_Search.htm#FAAKAth_T
NEW QUESTION 36
Which two statements are true about Knowledge Advanced views? (Choose two.)
- A. Views do not depend on the number and purpose of the interface that your organization uses.
- B. You must create Views to map Knowledge Advanced objects and functionality to the Oracle Service cloud interface.
- C. View cannot be renamed or deleted but only modified.
- D. In Oracle Service Cloud if you have multiple interfaces to support multiple brands then you must create a view corresponding to each interface.
- E. In Oracle Service Cloud if you have multiple interfaces to support multiple languages or locales then you must create a view for each interface.
Answer: D,E
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 37
What two factors are responsible for ranking of an answer? (Choose two.)
- A. number of searches for that answer article
- B. number of answers linked to that answer
- C. display position
- D. solved count based on customer activity
Answer: A,C
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 38
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 status is not set to public or custom status of status type "public".
- C. The answer article is not assigned to any staff member/staff agent.
- D. There is no search term added in the answer keyword list.
- E. The answer is not assigned to any product/category that is visible to a customer.
- F. There is no answer content added to the answer article.
Answer: B,E
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 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.
References:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/_BUIGuide-9.htm
NEW QUESTION 39
Which two report columns are displayed in Oracle Knowledge Advanced? (Choose two.)
- A. Author
- B. Summary
- C. Rating
- D. Answer ID
- E. Description
Answer: B,D
Explanation:
Explanation
Viewing the Answer Details
When you click a link in the # Answers column of the report, you can view the following answer details.
References:
https://docs.oracle.com/cloud/august2016/servicecs_gs/FAKAC/Chunk528507396_d110.htm#aa1237135
NEW QUESTION 40
You want to create a report that you can restructure to display different groupings by selecting different fields to use as the columns, rows, and output fields.
Which type of report should you create?
- A. Custom report with slice bucket
- B. Cross tab report
- C. Linked report
- D. Dashboard
Answer: B
Explanation:
Explanation
The Cross Tab feature lets you display report output in a table to summarize large amounts of data. Using a cross tab table, you can select the fields to define the table's rows, columns, and output fields, essentially grouping the data by both the row and column output. The output fields are a culmination of the row and column data.
References:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/_analytics.htm#FAMUGae1133085
NEW QUESTION 41
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