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Oracle 1Z0-1037-20 Exam Syllabus Topics:
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NEW QUESTION 41
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. Remove irrelevant answers from manually related answers.
- B. Block irrelevant answers from learned links.
- C. Add the word "mobile" to the answer stop word, add "mobile" to the search priority word, and then assign one answer.
- D. Remove Related Answer Widget from the Customer Portal.
- E. Delete irrelevant answers from sibling answers.
Answer: C,E
Explanation:
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.
References:
https://www.oracle.com/assets/knowledgebase-search-effectiveness-1607920.pdf
NEW QUESTION 42
Which three statements are true bout the limitations of Connect Web Services? (Choose three.)
- A. When executing a query against an operational database, a maximum of 100,000 rows can be returned in a single request.
- B. 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.
- C. When executing a query against a report database, a maximum of 100,000 rows can be returned.
- D. When executing a query against an operational database, a maximum of 20,000 rows can be returned in a single request.
- E. The server enforces a maximum of 10,000 objects when invoking any one of the Create, Get, Update or Destroy operations.
- F. When executing a query against a report database, a maximum of 20,000 rows can be returned.
Answer: A,B,C
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 43
What are the standard status types for answers?
- A. Private, Published, Proposed, Review
- B. Private, Public
- C. Published, Proposed
- D. Public, Proposed
Answer: B
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 44
Which two statements are true about Knowledge Advanced views? (Choose two.)
- A. You must create Views to map Knowledge Advanced objects and functionality to the Oracle Service cloud interface.
- B. Views do not depend on the number and purpose of the interface that your organization uses.
- 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 45
Which three tasks should you perform after deploying custom objects? (Choose three.)
- A. creating system attributes
- B. creating a workspace
- C. adding the workspace to a user's navigation set
- D. creating standard reports
- E. defining relationships with other custom objects or standard objects
- F. editing a user's profile to grant permissions to use the custom object workspace
Answer: B,C,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 46
Which two statements are true about workflows in Knowledge Advanced? (Choose two.)
- A. Once a user rejects the article, the system automatically deletes the article.
- B. A Workflow process is defined as a sequence of steps, such as creating, editing, translating, reviewing, and approving the articles.
- C. Once a user rejects the article, it moves to the previous step.
- D. A Workflow process can only be used while creating and editing the articles.
- E. In Workflow you cannot reassign a task to another user or team.
Answer: B,C
Explanation:
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.
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, November 2016, page 4
NEW QUESTION 47
Which three pieces of information can be obtained from the Knowledge Advanced Analytics standard reports?
(Choose three.)
- A. Search Accuracy
- B. Article Aging
- C. Questions with High Score Answer
- D. Words without Concepts
- E. Click-Though Rate of External Documents
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 48
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. Use the date_diff() function nested in the name_format() function.
- B. Create a group filter using the rel_date_diff() function.
- C. Use the date_add() function.
- D. Create a level filter using the count () function.
Answer: A
Explanation:
Explanation
The date_diff() function returns the number of seconds occurring between two dates.
NEW QUESTION 49
Which action can be performed on published reports?
- A. modify report permissions
- B. activate run-time selectable filters
- C. add page breaks
- D. enable drill-down links for report levels
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 50
Which two actions must you perform to configure the Social Monitor? (Choose two.)
- A. Add of update a list of favorites.
- B. Add or update profiles to include the Social Monitor permissions.
- C. Add or update navigation sets to include the Social Monitor navigation button and component.
- D. Set up a Social Monitor search schedule.
- E. Add or update staff accounts to use profile that include Social Monitor permissions.
- F. Add or update profiles to include permission to add themes and clustering.
Answer: B,C
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 51
Which two statements are true about knowledge base articles of Oracle Service Cloud? (Choose two.)
- A. Multiple answers cannot be updated simultaneously.
- B. Answer articles can contain variables.
- C. Answer articles cannot be printed.
- D. Answer articles can be copied.
- E. Answer articles can be archived but not deleted.
Answer: B,D
NEW QUESTION 52
Your Customer wants to fetch specific contact details using an ROQL query. Their requirements are:
1. Fetch Contact ID, Contact First name, and Contact Last name details.
2. Contact first name should start with "A".
3. Query should run against the report database.
4. All contacts must be sorted in ascending order by Contact first name.
Which query will meet all the requirements?
- A. String queryString = "USE REPORT; SELECT id, C.Name.First, C.Name.Last FROM Contact C WHERE C.Name.First = 'A%' ORDER BY Contact.Name.First;
- B. String queryString = "USE OPERATIONAL; SELECT id, C.Name.First, C.Name.Last FROM Contact C WHERE C.Name.First like 'A%' ORDER BY Contact.Name.First;
- C. Name.First like 'A%' ORDER BY Contact.First;
- D. String queryString = "USE REPORT; SELECT id, C.Name.First, C.Name.Last FROM Contact C WHERE C.Name.First like 'A%' ORDER BY Contact.Name.First;
- E. String queryString = "USE REPORT; SELECT id, C.First, C.Last FROM Contact C WHERE
Answer: A
Explanation:
Explanation
You must include a USE REPORT statement in the query.
Column names are C.Name.First and C.Name.Last.
We use the like operator for the string comparison.
References:
https://docs.oracle.com/en/cloud/saas/service/18a/cxsvc/c_osvc_roql_tabular_queries.html
NEW QUESTION 53
Which two statements are true about exporting report data? (Choose two.)
- A. It can be exported in PDF format.
- B. It can be exported to a character-delimited file.
- C. It can be exported only as an .xlsx Excel file.
- D. It can be exported as a Word doc.
- E. It can be exported in XML format.
- F. It can be exported using only absolute HTML layouts.
Answer: B,E
NEW QUESTION 54
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 status is not set to public or custom status of status type "public".
- B. There is no search term added in the answer keyword list.
- C. The answer is not assigned to any product/category that is visible to a customer.
- D. There is no answer content added to the answer article.
- E. The answer article is not assigned to any staff member/staff agent.
- F. There is no display position defined for the answer article.
Answer: A,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 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 55
A customer has a problem with a damaged battery and searches your knowledge base with the search term
"battery damage issue." The customer selects one of the answers in the search result and wants to view answers that contain closely related articles in continuation to the selected answer.
What should you configure?
- A. Open the answer containing the battery damage issue term and under the Relationship tab add the loosely related continuation answers in Sibling Answers.
- B. Edit the alias text file to include alias words - battery damage, battery issue, battery.
- C. Include battery and damage as keywords under Answers Stop Words.
- D. Open the answer containing the battery damage issue term and under the Relationship tab add the loosely related continuation answers in Manually Related Answers.
Answer: D
Explanation:
Explanation
Manually related answers are two or more answers that may contain related information. Manually relating answers provides customers with additional options for finding accurate information. The Manually Related Answers section of the Relationships tab consists of a toolbar and a list of manually related answers.
NEW QUESTION 56
Which two features can you use to connect output levels in a report? (Choose two.)
- A. drill-down filters
- B. dashboards
- C. grouping
- D. variables
- E. drill-down links
Answer: A,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 57
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. Dashboard report
- B. Custom report
- C. Standard report
- D. Cross Tabs report
- E. Cumulative report
Answer: A
Explanation:
Explanation
Dashboards are particularly useful for managers who need to view a wide range of data from different reports.
Using dashboards eliminates the need to 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 58
Which two statements are true about response requirements for incidents? (Choose two.)
- A. Response requirements include the maximum time limit for responding to each inquiry for an unresolved incident.
- B. Default response requirements for an interface cannot be modified.
- C. Holidays have to be defined before creating response requirements.
- D. Custom response requirements are based on the level of service being provided.
Answer: A,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 59
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 do not match a particular word.
- B. Adding a new concept enabled Knowledge Advanced Search to return results that match only a particular word.
- C. Adding a new concept enabled Knowledge Advanced Search to return results that match a particular word, its synonyms, and its related concepts.
- D. Adding a new concept enabled Knowledge Advanced Search to return results that match a particular word and its synonyms.
Answer: C
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 60
Which three statements are true about processing options in Web Services? (Choose three.)
- A. FetchAllNames proprerty of GetProcessingOptions indicates to the server that all NameID Types should include both Name and ID.
- B. SuppressExternalEvents and SuppressExternalRules properties can be defined only for Create, Update, and Destroy Processing Options.
- C. SuppressExternalEvents = true and SuppressExternalRules = true indicates to the server that External Event and Business Rules should execute on operation completion.
- D. SuppressExternalEvents and SuppressRules properties can also be defined for GetProcessingOptions.
- E. FetchAllNames = true indicates the server that it should fetch all Names but does not fetch IDs.
- F. SuppressExternalEvents = true and SuppressExternalRules = true indicates to the server that External Event and Business Rules should not be triggered.
Answer: A,D,F
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 61
How is unconditional linking different from conditional linking for a linked column in a report?
- A. Unconditional linking is based only on variables, whereas conditional linking is based on run-time selectable filters.
- B. Unconditional linking can be used only to open other reports, whereas conditional linking can open reports or dashboards.
- C. Unconditional linking always opens the same report or dashboard, whereas conditional linking can open different reports or dashboards depending on the value you drill down.
- D. Unconditional linking can display summaries from a single table, whereas conditional linking can display summaries from several tables.
Answer: C
Explanation:
Explanation
Report linking is a feature for creating links between reports. Linked reports and dashboards can be seamlessly opened from other reports, just as report levels can be opened from other levels in the same report. Both conditional and unconditional links can be created.
References:
https://docs.oracle.com/cloud/17d/servicecs_gs/FAMUG/topichead.htm#FAMUGg_report_control
NEW QUESTION 62
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. Linked report
- B. Cross tab report
- C. Dashboard
- D. Custom report with slice bucket
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 63
Which filter type should you use in a report to display data in a tree structure?
- A. Slicing by column
- B. Slicing by bucket
- C. Auto filter
- D. Rollup
Answer: A
Explanation:
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.
References:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/_analytics.htm
NEW QUESTION 64
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