[Q24-Q48] Try 100% Updated 1Z0-1037-21 Exam Questions [2022]

Try 100% Updated 1Z0-1037-21 Exam Questions [2022]

Pass 1Z0-1037-21 Exam - Real Questions and Answers

NEW QUESTION 24
Which two statements are true about the Connect Common Object Model? (Choose two.)

• A. Primary objects have only independent life cycles.
• B. An array object is a collection of primary objects.
• C. Sub-objects contain only primitive data types.
• D. CRUD operations can be performed on sub-objects only through their parent primary object.
• E. Primary objectscontain either primitive data types or sub-objects.

Answer: A,D

Explanation:
Explanation
D: CRUD operations on Sub-Objects are done only via their parent object E: Primary objects have their own life cycle.Primary objects are objects with a unique ID (primary key) which can be directly created, read, updated, and deleted. All primary objects inherit from the RightNow RNObject.
Primary objects have no set lifecycle in the Oracle RightNow Cx platform, meaning that once the objects are created, they exist in the system until they are deleted.

 

NEW QUESTION 25
Which two statements are true about published reports? (Choose two.)

• A. Published reports can be shared.
• B. Published reports can be edited.
• C. Published report data can change automatically when the knowledge base data is updated.
• D. Published reports contain snapshots of data at the time the report is run.
• E. Published reports have filtering option in ribbon.

Answer: A,D

Explanation:
Explanation
Publish report is a method ofpreserving a report's graphical and tabular output as a snapshot. Once a report is published, it cannot be modified and the report data will remain unchanged even as the knowledge base is updated.
References:
https://docs.oracle.com/cloud/17d/servicecs_gs/FAMUG/topichead.htm#FAMUGg_public_key

 

NEW QUESTION 26
In Knowledge Advanced Search what is the use of the Concept feature?

• A. Adding a new conceptenabled Knowledge Advanced Search to return results that match a particular word, its synonyms, and its related concepts.
• B. Adding a new concept enabled Knowledge Advanced Search to return results that match a particular word and its synonyms.
• C. Adding a new concept enabled Knowledge Advanced Search to return results that match only a particular word.
• D. Adding a new concept enabled Knowledge Advanced Search to return results that do not match a particular word.

Answer: A

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 andin 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 27
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 variablesin the report, bypassing the Search window.

 

NEW QUESTION 28
In Knowledge Advanced, if 1000 documents were linked to cases 1000 times before tuning, then how many times should they be linked after tuning, such that the tuning impact is negative and you may need to revise the changes?

• A. 0
• B. 1
• C. 2
• D. 3

Answer: C

Explanation:
Explanation
Estimated Improvement. This is a numeric value that represents the positive or negative change Generally, when more answers with higher click-throughs are promoted, or moved up the result list, the tuning had a positive impact. When more answers with lower click-throughs are moved up theresult list, this can indicate that the tuning had a negative impact.
References:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/tuning-intelligent-search.html#c_Analyzing_Tuning_Im

 

NEW QUESTION 29
Your customer wants to generate a report showing the number of days since incidents of a particular incident typewere updated.
What should you use to create this report?

• A. Use the date_add() function.
• B. Use the date_diff() function nested in the name_format() function.
• C. Create a level filter using the count () function.
• D. Create a group filter using the rel_date_diff() function.

Answer: B

Explanation:
Explanation
The date_diff() function returns the number of seconds occurring between two dates.

 

NEW QUESTION 30
Your client wants to import new answers. Which five fields are required by the Data Import Wizard? (Choose five.)

• A. Status
• B. Keywords
• C. Summary
• D. Attachments
• E. Access Level
• F. Product/Category
• G. Assigned account value
• H. Display Position

Answer: A,B,D,E,F

Explanation:
Explanation
In order for answers to appear on the customer portal, the Status, Access Level, Language, Product, andCategory 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.
References:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/_BUIGuide-9.htm

 

NEW QUESTION 31
Which two statements are true about response requirements for incidents? (Choose two.)

• A. Default response requirements for an interface cannot be modified.
• B. Custom response requirements are based on the level of service being provided.
• C. Response requirements include the maximum time limit for responding to each inquiry for an unresolved incident.
• D. Holidays have to be defined before creating response requirements.

Answer: B,C

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 32
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. There is no display position defined for the answer article.
• B. The answer is not assigned to any product/category that is visible to a customer.
• C. The answer status is not set to public or custom status of status type "public".
• D. There is no search term added in the answer keyword list.
• E. There is no answer content added to the answer article.
• F. The answer article is not assigned to any staff member/staff agent.

Answer: B,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 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 33
How can you access the Report Explorer?

• A. Home > Analytics > Report Explorer
• B. Home > Configuration > Report management > Report explorer
• C. Home > Configuration > Report Explorer
• D. Home > Configuration > Report management
• E. Home > Analytics > Report management > Report explorer

Answer: A

Explanation:
Explanation
To access Knowledge Advanced Analytics:
References:
Oracle Service Cloud, Using Knowledge Advanced, Release May 2016, page 75

 

NEW QUESTION 34
A customer wants to perform Knowledge Advanced administrative operations on multiple articles using the bulk update feature.
Which three statements are true about the bulk update feature? (Choose three.)

• A. It cannot delete articlesfrom the Content Type.
• B. It cannot change the owner of articles.
• C. It can publish and un-publish articles.
• D. It cannot change product/category of articles.
• E. It can change views of articles.
• F. It can request translations of articles.

Answer: C,E,F

Explanation:
Explanation
You can manage the following tasks through the bulk update feature.
References:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/managing-content.html#c_Modifying_Articles_with_Bu

 

NEW QUESTION 35
In the Actions to Take drop-down list of Knowledge Advanced, which three actions can you use to tune a question?

• A. Add aConcept
• B. Copy a Concept
• C. Add Synonyms
• D. Add to Existing Concept
• E. Edit Concept

Answer: A,D,E

Explanation:
Explanation
The Actions To Take menu lists the tuning options for each object. Each object has a set of tuning actions, as displayed in the following table.
References:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/tuning-intelligent-search.html#c_Selecting_or_Entering_

 

NEW QUESTION 36
Examine these statements about products, categories, anddispositions:
1. Maximum hierarchy level of product/category is five.
2. A disposition cannot be seen in the customer portal.
3. Deleting a product classification will not cause any issue in rules.
4. A parent product can only be deleted after deleting all child products.
Which statements are true?

• A. 1 & 2
• B. 2 & 3
• C. 1 & 4
• D. 3 & 4
• E. 2 & 4

Answer: E

 

NEW QUESTION 37
What should you configure so that specific keywords and synonyms will be used for answers when an answer search of exact phrase type is performed?

• A. the wordlist files
• B. the thesaurus.txt file
• C. the alias.txt file
• D. both the Answers Keywords and Stopwords

Answer: B

Explanation:
Explanation
The thesaurus.txt file contains a list of words and their synonyms used in the Similar Phrases search technique on theAnswers page. Words in the text search are matched with synonyms to extend the searching capability to include ontologies.

 

NEW QUESTION 38
Which two components are used by the Knowledge Advanced Task Management facility to automatically generate tasks? (Choose two.)

• A. notification configuration
• B. configured workflow processes
• C. user roles
• D. privileges
• E. content life cycle events

Answer: B,E

 

NEW QUESTION 39
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 variable to contain the address and update all 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 standard text to include the new address and update all the answers to include it.

Answer: C

Explanation:
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.
References:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/_BUIGuide-9.htm

 

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. In Workflow you cannot reassign a task to another user or team.
• C. Once a user rejects the article, it moves to the previous step.
• D. Once a user rejects the article, the system automatically deletes the article.
• E. A Workflow process can only be used while creating and editing the articles.

Answer: A,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 41
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. Block irrelevant answers from learned links.
• B. Add the word "mobile" to the answer stop word, add "mobile" to the search priority word, and then assign one answer.
• C. Remove Related Answer Widget from the Customer Portal.
• D. Delete irrelevant answers from sibling answers.
• E. Remove irrelevant answers from manually related answers.

Answer: B,D

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
Your client wants a report to see all the incidents with status groupedunder the name of the contact. For an unresolved status, the queue information under which the incident is present should be displayed.
What should you use to display the details at different levels?

• A. Bucket Filter
• B. Slicing
• C. Rollups
• D. Applied Filter
• E. Auto Filter

Answer: C

Explanation:
Explanation
You can define rollup levels in a report to group data beneath headings in the report. You can add additional rollup levels to further break down the data under each heading by grouping data under sub-headings.
Usingrollups, you can group rows in a report that share the same value in the columns you select for the rollup levels. For example, you could add rollups to an incident report to group incidents by their status, and then add an additional rollup level to groupthe incidents that have the same status by their assigned staff account.
References:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/_analytics.htm#FAMUGae1133175

 

NEW QUESTION 43
How is access to a Knowledge Advanced article or external document controlled for web users on the Customer Portal?

• A. Console Roles
• B. User groups
• C. Views
• D. Profiles

Answer: B

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 44
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. 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 issueterm 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 45
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 46
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 always opens the same report or dashboard, whereas conditional linking can opendifferent reports or dashboards depending on the value you drill down.
• C. Unconditional linking can display summaries from a single table, whereas conditional linking can display summaries from several tables.
• D. Unconditional linking can be used only to open other reports, whereas conditional linking can open reports or dashboards.

Answer: B

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 47
What should you do to ensure two published answers are always returned for a specific search word?

• A. List the search word under both Answers Keywords and Stopwords.
• B. List the search word under Stop words.
• C. Create multiple Priority words that share the same name.
• D. Create multiple search words associated within a single priority word group.
• E. List the search word under Answers Keywords.

Answer: E

Explanation:
Explanation
You can define the search term automatically so that the answers returned by the Oracle Knowledge Advanced syndication widget are related to that keyword.
References:
https://docs.oracle.com/cloud/17d/servicecs_gs/FAIKA/EnableKAonCP.htm#FAIKAth_EnablingKnowledgeAd

 

NEW QUESTION 48
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