Free Oracle Knowledge Management 2020 Certified Implementation Specialist Exam 1Z0-1037-20 Exam Practice Test

What two factors are responsible for ranking of an answer? (Choose two.)

• display position
• number of answers linked to that answer
• number of searches for that answer article
• solved count based on customer activity 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

Which two statements are true about Connect Web Services for a SOAP Batch Operation? (Choose two.)

• The ''CommitAfter'' attribute can only be set at the end of the last transaction in a batch request.
• 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.
• A batch operation can be used to send multiple heterogeneous operation requests to the server in a single SOAP request.
• In a batch request, the server will allow up to 100 transactions.
• If a new transaction is in the batch request after the failed transaction, the transaction will not run. 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.

Which three values does Knowledge Advanced use to calculate whether the answers returned have improved? (Choose three.)

• the total number of times the search has been made with the search string containing the title of the document
• the total number of times documents were clicked on
• the number of cases linked to the top answer
• the number of times the ''Is this answer helpful?'' option has been selected as ''Yes''
• the number of times documents were clicked on as a result after a particular answer 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

What does the response requirement in an SLA specify?

• the overall maximum time limit for the initial response and resolution for each incident.
• individual time limits for the initial response time and subsequent resolution as per the business hours.
• initial response time limit to all customer inquiries within one business day.
• the maximum number of days allowed for the resolution of an incident as per the business hours. 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

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?

• Standard report
• Dashboard report
• Cross Tabs report
• Cumulative report
• Custom report 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

What is the purpose of an SLA in Knowledge base?

• to group and refine related answers based on the product and the service level
• to provide access to the answers based on the customer service level agreement matching the answers' access level
• to give permission to users to add questions in a forum based on the service level
• to rank customers based on the number of answers posted in a forum based on the service level Service Level Agreements (SLA) determine control the type and amount of support you offer your customers. You must define an SLA to associate with Customer Portal users. Table Service Level Agreement Options, Example References: https://docs.oracle.com/cloud/august2016/servicecs_gs/FAKAU/Chunk858056443_d105.htm

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?

• Data exception
• Conditional formatting
• Conditional linking
• Docked filters 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

Which three pieces of information can be obtained from the Knowledge Advanced Analytics standard reports? (Choose three.)

• Words without Concepts
• Article Aging
• Click-Though Rate of External Documents
• Questions with High Score Answer
• Search Accuracy 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

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.)

• Add the word ''mobile'' to the answer stop word, add ''mobile'' to the search priority word, and then assign one answer.
• Remove Related Answer Widget from the Customer Portal.
• Remove irrelevant answers from manually related answers.
• Delete irrelevant answers from sibling answers.
• Block irrelevant answers from learned links. 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

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?

• Standard report with User Defined List variable
• Custom report with Predefined List variable
• Standard report with Replacement Value variable
• Custom report with Ad Hoc Value variable 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.