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NEW QUESTION 37
What is the purpose of an SLA in Knowledge base?
- A. to rank customers based on the number of answers posted in a forum based on the service level
- B. to group and refine related answers based on the product and the service level
- C. to give permission to users to add questions in a forum based on the service level
- D. to provide access to the answers based on the customer service level agreement matching the answers' access level
Answer: D
Explanation:
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
Reference:
https://docs.oracle.com/cloud/august2016/servicecs_gs/FAKAU/Chunk858056443_d105.htm
NEW QUESTION 38
You enter a word in the Manage Search Query tool field "Tune a Question" that Knowledge Advanced does not recognize.
Which statement is true?
- A. You must correct the spelling manually.
- B. You must check if alternative synonyms exist.
- C. Knowledge Advanced does not accept words that are not in the dictionary.
- D. The tuning process automatically corrects it.
Answer: A
Explanation:
When you tune a user question, you are adding or changing objects in the Intelligent Search Dictionary.
The tuning process corrects common, misspelled words automatically. However, if you enter a word that the tuning process does not recognize, or it returns a word not synonymous with your meaning, you must correct the spelling manually.
Reference:
Oracle Service Cloud, Knowledge Advanced Administration Guide, November 2016, page 51
NEW QUESTION 39
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 Replacement Value variable
- C. Custom report with Predefined List variable
- D. Standard report with User Defined List 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 40
Which two statements are true about workflows in Knowledge Advanced? (Choose two.)
- A. A Workflow process is defined as a sequence of steps, such as creating, editing, translating, reviewing, and approving the articles.
- B. Once a user rejects the article, the system automatically deletes the article.
- C. A Workflow process can only be used while creating and editing the articles.
- D. In Workflow you cannot reassign a task to another user or team.
- E. Once a user rejects the article, it moves to the previous step.
Answer: A,E
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 41
You are working on a public answer that you want to add a part of information within the answer that is not yet approved for public visibility.
How will you do this without impacting the knowledgebase answer?
- A. Make the answer status private, make the required changes, and republish it.
- B. Create an access level that has no customer portal visibility and assign it to the conditional section you do not want customers to view.
- C. Add a conditional section within the answer with any access level.
- D. Create a different answer with the part of information that needs to be updated, and after review merge it with the current answer.
Answer: B
Explanation:
Before publishing an answer, determine which interfaces and customers you want to be able to view the answer. You can control visibility with answer access levels, languages, products, categories, and conditional sections.
A conditional section is a section of text in a document that appears only to those contacts meeting certain criteria. Conditional sections can also be placed in answers and tagged with specific answer access levels. In message templates, conditional sections can be used to filter content by contact, profile, runtime variable, or record type.
Reference:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/BUIglossary.htm#FAABUcondition
NEW QUESTION 42
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