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Oracle 1z0-1037-22 Exam Syllabus Topics:
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NEW QUESTION 43
Your client wants to import new answers. Which five fields are required by the Data Import Wizard? (Choose five.)
- A. Access Level
- B. Keywords
- C. Assigned account value
- D. Attachments
- E. Summary
- F. Product/Category
- G. Status
- H. Display Position
Answer: A,B,D,F,G
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.
Reference:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/_BUIGuide-9.htm
NEW QUESTION 44
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. Dashboard
- B. Linked report
- C. Custom report with slice bucket
- D. Cross tab report
Answer: D
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.
Reference:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/_analytics.htm#FAMUGae1133085
NEW QUESTION 45
In Oracle Knowledge Advanced, which shortcut key opens an external answer in a browser?
- A. Ctrl + O
- B. Ctrl + A
- C. Ctrl + T
- 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 46
You notice that when a customer searches with the word "mobile", there are irrelevant answers showing under "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. Block irrelevant answers from learned links.
- D. Add the word "mobile" to the answer stop word, add "mobile" to the search priority word, and then assign one answer.
- E. Remove irrelevant answers from manually related answers.
Answer: A,D
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.
Reference:
https://www.oracle.com/assets/knowledgebase-search-effectiveness-1607920.pdf
NEW QUESTION 47
Which two statements are true about exporting report data? (Choose two.)
- A. It can be exported using only absolute HTML layouts.
- B. It can be exported in PDF format.
- C. It can be exported only as an .xlsx Excel file.
- D. It can be exported in XML format.
- E. It can be exported to a character-delimited file.
- F. It can be exported as a Word doc.
Answer: D,E
NEW QUESTION 48
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. The answer is not assigned to any product/category that is visible to a customer.
- 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. There is no answer content added to the answer article.
- F. There is no display position defined for the answer article.
Answer: A,B
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 49
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 total number of times the search has been made with the search string containing the title of the document
- C. the number of times documents were clicked on as a result after a particular answer
- D. the total number of times documents were clicked on
- E. the number of times the "Is this answer helpful?" option has been selected as "Yes"
Answer: C,D,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 50
Which option should you select from the Status drop-down menu to see the reviewed requests in Knowledge Advanced?
- A. Request Review
- B. Active Request
- C. Archived Request
- D. All Requests
Answer: C
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 51
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 cannot change the owner of articles.
- D. It can publish and un-publish articles.
- E. It can request translations of articles.
- F. It can change views of articles.
Answer: D,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 52
Which three pieces of information can be obtained from the Knowledge Advanced Analytics standard reports? (Choose three.)
- A. Search Accuracy
- B. Article Aging
- C. Click-Though Rate of External Documents
- D. Words without Concepts
- E. Questions with High Score Answer
Answer: B,C,D
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 53
Which five components can be used to filter the Authoring inbox? (Choose five.)
- A. Rating
- B. Locales
- C. Console roles
- D. Product and Categories
- E. Views
- F. Content Types
- G. User
- H. Assignment status
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 54
Which three components do you configure in Oracle Service Cloud that are synced to Knowledge Advanced? (Choose three.)
- A. Workflows
- B. Console roles
- C. Web roles
- D. Product and Categories
- E. API Roles
Answer: B,C,D
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.
Reference:
Oracle Service Cloud, Using Knowledge Advanced, Release May 2016, pages 28, 45
NEW QUESTION 55
Which two statements are true about replacement tokens? (Choose two.)
- A. They enable creation and storage of complex content consisting of integrated text and images multiple times.
- B. They enable re-use of existing content of any data type in variables.
- C. They enable management of standardized content from a single resource.
- D. They enable re-use of content in a standardized form.
Answer: C,D
Explanation:
Replacement tokens enable you to do the following:
Reference:
Oracle Service Cloud, Knowledge Advanced Administration Guide, 18A, page 25
NEW QUESTION 56
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 = true and SuppressExternalRules = true indicates to the server that External Event and Business Rules should execute on operation completion.
- E. SuppressExternalEvents and SuppressExternalRules properties can be defined only for Create, Update, and Destroy Processing Options.
- F. FetchAllNames proprerty of GetProcessingOptions indicates to the server that all NameID Types should include both Name and ID.
Answer: A,C,F
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 57
You want to create a report in which your customer can enter any date and generate all the incidents created on that date.
Which type of report and variable should you use?
- A. Custom report with Ad Hoc Value variable
- B. Standard report with User Defined List variable
- C. Custom report with Predefined List variable
- D. Standard report with Replacement Value variable
Answer: A
Explanation:
There are several types of variables you can use, including predefined lists, user-defined lists, ad hoc values, and replacement values. Each of these serves a unique function.
Ad Hoc Value. Select this type to allow staff members to type their own value for the parameter at run-time, without having to select from a list. For example, an individual using the report types the exact expression or string to use as the variable value.
When you select this type, you must select a data type for the variable.
NEW QUESTION 58
Which two statements are true about workflows in Knowledge Advanced? (Choose two.)
- A. In Workflow you cannot reassign a task to another user or team.
- B. Once a user rejects the article, it moves to the previous step.
- C. A Workflow process can only be used while creating and editing the articles.
- D. A Workflow process is defined as a sequence of steps, such as creating, editing, translating, reviewing, and approving the articles.
- E. Once a user rejects the article, the system automatically deletes the article.
Answer: B,D
Explanation:
D: A workflow consists of one or more steps. Each step defines a task that is assigned to a user or team of users, and the task assignment appears in the user's Inbox in Knowledge Advanced. When the task is completed, the user can either:
E: A workflow process is a sequences of steps, such as creating, editing, translating, reviewing, and approving, that you can define to enforce specific content management procedures for your organization.
Reference:
Oracle Service Cloud, Knowledge Advanced Administration Guide, November 2016, page 4
NEW QUESTION 59
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 variable to contain the address and update all answers to include it.
- B. Create a standard text to include the new address and update all the answers to include it.
- C. Search for all answers that have the address and update.
- D. Call support and have them run a search and replace on the database.
Answer: C
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 60
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