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NEW QUESTION 45
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. solved count based on customer activity
- D. display position
Answer: A,D
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 46
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 Predefined List variable
- B. Standard report with User Defined List variable
- C. Standard report with Replacement Value variable
- D. Custom report with Ad Hoc Value variable
Answer: D
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 47
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 standard text to include the new address and update all the answers to include it.
- B. Call support and have them run a search and replace on the database.
- C. Search for all answers that have the address and update.
- D. Create a variable to contain the address and update all answers to include it.
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 48
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. Response requirements include the maximum time limit for responding to each inquiry for an unresolved incident.
- D. Custom response requirements are based on the level of service being provided.
Answer: C,D
Explanation:
To define an SLA:
4. Confirm that the Response Requirement Settings display as:
Reference:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAIKA/Configuring_KA_Features.htm#FAIKAab1032248
NEW QUESTION 49
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 display summaries from a single table, whereas conditional linking can display summaries from several tables.
- C. Unconditional linking can be used only to open other reports, whereas conditional linking can open reports or dashboards.
- D. 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.
Answer: D
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.
Reference:
https://docs.oracle.com/cloud/17d/servicecs_gs/FAMUG/topichead.htm#FAMUGg_report_control
NEW QUESTION 50
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