Real Oracle 1Z0-1037-21 Exam Questions Study Guide
Updated and Accurate 1Z0-1037-21 Questions for passing the exam Quickly
NEW QUESTION 11
How can you access the Report Explorer?
- A. Home > Configuration > Report Explorer
- B. Home > Analytics > Report management > Report explorer
- C. Home > Configuration > Report management > Report explorer
- D. Home > Analytics > Report Explorer
- E. Home > Configuration > Report management
Answer: D
Explanation:
Explanation
To access Knowledge Advanced Analytics:
References:
Oracle Service Cloud, Using Knowledge Advanced, Release May 2016, page 75
NEW QUESTION 12
Which two features can you use toconnect output levels in a report? (Choose two.)
- A. variables
- B. drill-down filters
- C. grouping
- D. drill-down links
- E. dashboards
Answer: B,D
Explanation:
Explanation
When you use the report and click a drill-down link on the first level of the report, the second output levelknows 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 13
Which five components can be used to filter the Authoring inbox? (Choose five.)
- A. Rating
- B. Consoleroles
- C. User
- D. Product and Categories
- E. Assignment status
- F. Views
- G. Content Types
- H. Locales
Answer: C,E,F,G,H
Explanation:
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.
References:
Oracle Service Cloud, Knowledge Advanced User Guide, ReleaseMay 2017, page 17
NEW QUESTION 14
Which two statements are true about Connect Web Services? (Choose two.)
- A. If there is a requirement toextend Agent Desktop, Connect Web Service cannot be used within a Desktop Add-In.
- B. Connect Web Services can be used to integrate with other applications that require Oracle Service Cloud Data including integrating from Agent Desktop Add-ins.
- C. Connect Web Services can be used anytime you are looking to extend the functionality offered by Oracle Service Cloud.
- D. Connect Web Services should only be used for read-only data.
Answer: B,C
NEW QUESTION 15
A customer has a problem with a damaged battery and searches your knowledge base with the search term
"battery damageissue." 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. Edit the alias text file to include alias words - battery damage, battery issue, battery.
- B. Open the answer containing the battery damage issue term and under the Relationship tab add the loosely related continuation answers in Sibling Answers.
- C. Open the answer containing the battery damage issueterm and under the Relationship tab add the loosely related continuation answers in Manually Related Answers.
- D. Include battery and damage as keywords under Answers Stop Words.
Answer: C
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 16
Which three components do you configure in Oracle Service Cloud that are synced to Knowledge Advanced?
(Choose three.)
- A. Console roles
- B. Workflows
- C. API Roles
- D. Web roles
- E. Product and Categories
Answer: A,D,E
Explanation:
Explanation
Knowledge Advanced uses Products and Categories hierarchies that you define for your Service Cloud environment, and automaticallysynchronizes 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 tasksyou can perform in a workflow. Users are assigned either Console roles or Web roles.
References:
Oracle Service Cloud, Using Knowledge Advanced, Release May 2016, pages 28, 45
NEW QUESTION 17
How do you pass Oracle Service Cloud username and password credentials to RightNowSyncPortClient?
- A. _service =new RightNowSyncPortClient();_service.ClientCredentials.UserName = "test"
;_service.ClientCredentials.Password = "password"; - B. _service = new RightNowSyncPortClient();_service.ClientCredentials.UserName.UserName = "test"
;_service.ClientCredentials.UserName.Password = "password"; - C. _service = new RightNowSyncPortClient();_service.UserName.UserName = "test"
;_service.UserName.Password = "password"; - D. _service = newRightNowSyncPortClient();_service.UserName = "test" ;_service.Password =
"password";
Answer: B
Explanation:
Explanation
Example code:
var _client = new RightNowSyncPortClient();
_client.ClientCredentials.UserName.UserName = "";
_client.ClientCredentials.UserName.Password = "";
References:
http://eatcodelive.com/2016/05/19/get-all-users-from-oracle-rightnow-soap-api-with-c/
NEW QUESTION 18
After how many categories will you see a search box that you can use to locate a subset of the categories in Knowledge Advanced?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: A
Explanation:
Explanation
If there are more than 100 work teams, you will see a search box you can use to locate a subset of the work teams.
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, 18A, page 70
NEW QUESTION 19
Your Customer wants to fetch specific contact details using an ROQL query. Their requirements are:
1. FetchContact 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 allthe requirements?
- A. 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;
- B. 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;
- C. String queryString = "USE REPORT; SELECT id, C.First, C.Last FROM Contact C WHEREC.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 = 'A%' ORDER BY Contact.Name.First;
Answer: B
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 20
Which three statements are true about processing options in Web Services? (Choose three.)
- A. SuppressExternalEvents = true and SuppressExternalRules = true indicates to the server that External Event and Business Rules should not be triggered.
- B. SuppressExternalEvents and SuppressRules properties can also be defined for GetProcessingOptions.
- C. FetchAllNames = true indicates the server that it should fetch all Names but does not fetch IDs.
- D. SuppressExternalEvents and SuppressExternalRules properties can be defined only for Create, Update, and Destroy Processing Options.
- E. FetchAllNames proprerty of GetProcessingOptions indicates tothe server that all NameID Types should include both Name and ID.
- F. SuppressExternalEvents = true andSuppressExternalRules = true indicates to the server that External Event and Business Rules should execute on operation completion.
Answer: A,B,E
Explanation:
Explanation
A: UpdateProcessingOptions include SuppressExternalEvents and SuppressRules.
B: FetchAllNames signals to the server that allNamedID 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 21
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. The tuning process automatically corrects it.
- B. You must correct the spelling manually.
- C. You must check if alternative synonyms exist.
- D. Knowledge Advanced does not accept words that are not in the dictionary.
Answer: B
Explanation:
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.
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, November 2016, page 51
NEW QUESTION 22
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. There is no answer content added to the answer article.
- C. The answer article is not assigned to any staff member/staff agent.
- D. The answer status is not set to public or custom status of status type "public".
- E. There is no search term added in the answer keyword list.
- F. There is no display position defined for the answer article.
Answer: A,D
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 categoriesassociated 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 23
Which two statements are true about exporting report data? (Choose two.)
- A. It can be exported in PDF format.
- B. It can be exported as a Word doc.
- C. It can be exported using only absoluteHTML layouts.
- D. It can be exported only as an .xlsx Excel file.
- E. It can be exported to a character-delimited file.
- F. It can be exported in XML format.
Answer: E,F
NEW QUESTION 24
How is access to a Knowledge Advanced article or external document controlled for web users on the Customer Portal?
- A. User groups
- B. Console Roles
- C. Views
- D. Profiles
Answer: A
Explanation:
Explanation
Administrators can activate search results in Knowledge Advanced so that agents, when searching Knowledge Advanced from an incident, can see only articles relevant to the areas the agents support. The filtering equates user groups with web roles and service level agreements; however, you can only tag articles with user groups.
You configure content visibility for user groups and content processing authentication for external collections using either the CollectionWizard or Collection Form under Manage Collections.
References:
Oracle Cloud Knowledge Advanced Implementation Guide, Release February 2018, page 54, page 60
NEW QUESTION 25
Which two components are used by the Knowledge Advanced Task Management facility to automatically generate tasks? (Choose two.)
- A. privileges
- B. content life cycle events
- C. configured workflow processes
- D. user roles
- E. notification configuration
Answer: B,C
Explanation:
Explanation
The Knowledge Advanced Task Management facility automatically generates tasks based on configured workflow processes and content life cycle events.
References:
Oracle Service Cloud, Knowledge Advanced User Guide, Release May 2017, page 14
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAAKA/Content_Management.htm
NEW QUESTION 26
Which two statements are true about knowledge base articles of Oracle Service Cloud? (Choose two.)
- A. Answer articles can be archived but not deleted.
- B. Answer articles cannot be printed.
- C. Multiple answers cannot be updated simultaneously.
- D. Answer articles can be copied.
- E. Answer articles can contain variables.
Answer: D,E
NEW QUESTION 27
You notice that when a customer searches with the word "mobile", there are irrelevant answers showingunder
"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. Delete irrelevant answers from sibling answers.
- C. Block irrelevant answers from learned links.
- D. Remove Related Answer Widget from the Customer Portal.
- E. Add the word "mobile" to the answer stop word, add "mobile" to the search priority word, and then assign one answer.
Answer: B,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 28
An authorized Knowledge Advanced user has created a translated document from a master document, but later wants to remove it from the system. The system does not allow the user to delete the translated document.
What can be the reason for this?
- A. The user cannot delete it because it directly affects the reference document that the translation document is based upon.
- B. The user cannot delete the translated document because version numbers between the various localized versions are dependent on each other.
- C. The user cannot delete the translated document; you have to remove it from the user's access by unpublishing a version.
- D. The user needs Admin permission to delete the translated document.
Answer: C
Explanation:
Explanation
You cannot delete translated documents; you can remove them from user access by unpublishing a version.
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, November 2016, page
NEW QUESTION 29
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