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NEW QUESTION 18
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.)
- A. Remove Related Answer Widget from the Customer Portal.
- B. Delete irrelevant answers from sibling answers.
- C. Remove irrelevant answers from manually related answers.
- D. Block irrelevant answers from learned links.
- 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:
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.
Reference:
https://www.oracle.com/assets/knowledgebase-search-effectiveness-1607920.pdf
NEW QUESTION 19
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:
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.
Reference:
Oracle Service Cloud, Knowledge Advanced Administration Guide, 18A, page 70
NEW QUESTION 20
Which five components can be used to filter the Authoring inbox? (Choose five.)
- A. Console roles
- B. Product and Categories
- C. User
- D. Locales
- E. Views
- F. Rating
- G. Assignment status
- H. Content Types
Answer: C,D,E,G,H
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.
Reference:
Oracle Service Cloud, Knowledge Advanced User Guide, Release May 2017, page 17
NEW QUESTION 21
Your client wants a report to see all the incidents with status grouped under 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. Auto Filter
- B. Applied Filter
- C. Bucket Filter
- D. Slicing
- E. Rollups
Answer: E
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.
Using rollups, 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 group the incidents that have the same status by their assigned staff account.
Reference:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/_analytics.htm#FAMUGae1133175
NEW QUESTION 22
In Knowledge Advanced, which three components does the Intelligent Search component, Ontology, contain? (Choose three.)
- A. Language information
- B. Translations
- C. Rules engine
- D. Dictionary
- E. Search Log
Answer: A,C,D
Explanation:
When you tune a question you are adding or changing objects in the Intelligent Search Dictionary. The Dictionary is an Intelligent Search component that contains:
Reference:
https://docs.oracle.com/cloud/may2017/servicecs_gs/FAAKA/Optimizing_Intelligent_Search.htm#FAAKAth_TuningIntelligentSearch
NEW QUESTION 23
Contact X is assigned to a Platinum SLA, which allows the contact to create a total of 250 incidents in a month.
Your client wants to reduce the number of incidents to 100.
Which action should you perform?
- A. Rename the Platinum SLA, change the total incident value to 100, and save it.
- B. In the Platinum SLA modify the total incident count to 100 and save it.
- C. Activate the default SLA which has a default incident count of 100 by deleting the Platinum SLA.
- D. Delete the Platinum SLA and save the record, create a new SLA with a different name, and assign a total incident count of 100.
Answer: B
Explanation:
After you define an SLA policy, you might need to view it, modify it, disable it, duplicate it, or delete it.
To Modify an SLA Policy
Reference:
https://docs.oracle.com/cd/E26854_01/doc.121/e26585/alerts004.htm#CIHGIFIH
NEW QUESTION 24
Which three statements are true about processing options in Web Services? (Choose three.)
- A. FetchAllNames = true indicates the server that it should fetch all Names but does not fetch IDs.
- B. SuppressExternalEvents and SuppressRules properties can also be defined for GetProcessingOptions.
- C. SuppressExternalEvents = true and SuppressExternalRules = true indicates to the server that External Event and Business Rules should execute on operation completion.
- D. SuppressExternalEvents and SuppressExternalRules properties can be defined only for Create, Update, and Destroy Processing Options.
- E. FetchAllNames proprerty of GetProcessingOptions indicates to the server that all NameID Types should include both Name and ID.
- F. SuppressExternalEvents = true and SuppressExternalRules = true indicates to the server that External Event and Business Rules should not be triggered.
Answer: B,E,F
Explanation:
A: UpdateProcessingOptions include SuppressExternalEvents and SuppressRules.
B: FetchAllNames signals to the server that all NamedID 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 25
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. Knowledge Advanced does not accept words that are not in the dictionary.
- B. You must check if alternative synonyms exist.
- C. The tuning process automatically corrects it.
- D. You must correct the spelling manually.
Answer: D
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 26
What is the maximum size of a file attachment that can be attached to an Answer using the answer workspace?
- A. 5 MB
- B. 25 MB
- C. 10 MB
- D. 20 MB
- E. 30 MB
Answer: D
Explanation:
20MB is the maximum as well as the default.
Reference:
http://communities.rightnow.com/posts/7e961ac4d6?commentId=46204#46204
NEW QUESTION 27
Your client wants to import new answers. Which five fields are required by the Data Import Wizard? (Choose five.)
- A. Display Position
- B. Access Level
- C. Keywords
- D. Status
- E. Attachments
- F. Summary
- G. Product/Category
- H. Assigned account value
Answer: B,C,D,E,G
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.
Reference:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/_BUIGuide-9.htm
NEW QUESTION 28
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 answer content added to the answer article.
- B. The answer status is not set to public or custom status of status type "public".
- C. There is no search term added in the answer keyword list.
- D. There is no display position defined for the answer article.
- E. The answer article is not assigned to any staff member/staff agent.
- F. The answer is not assigned to any product/category that is visible to a customer.
Answer: B,F
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 categories associated 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.
Reference:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/_BUIGuide-9.htm
NEW QUESTION 29
Which three statements are true bout the limitations of Connect Web Services? (Choose three.)
- A. When executing a query against an operational database, a maximum of 20,000 rows can be returned in a single request.
- B. When executing a query against a report database, a maximum of 100,000 rows can be returned.
- C. The server enforces a maximum of 10,000 objects when invoking any one of the Create, Get, Update or Destroy operations.
- D. When executing a query against a report database, a maximum of 20,000 rows can be returned.
- E. The combination of the multi-object Create, Get, Update & Destroy operations and the Batch operations is limited to 10,000 total input objects per SOAP request.
- F. When executing a query against an operational database, a maximum of 100,000 rows can be returned in a single request.
Answer: B,E,F
Explanation:
D (not A): If the report is pre-configured for deferred execution, then depending on how large the data set to be processed is estimated to be, the report will either run right away or be prompted for queuing. In most cases, the user will be prompted to place the report in the queued state. Only where the report is estimated to run very quickly by not exceeding the deferred report threshold of 200,000 rows will the report be run immediately.
E: In Oracle Service Cloud, the maximum row export threshold is 100,000 rows.
F (not C): 10,000 total input objects per SOAP request. The combination of the multi-object Create, Get, Update and Destroy operations and the Batch operation is limited to 10,000 total input objects per SOAP request.
Reference:
https://docs.oracle.com/cloud/latest/soa121300/TKRDP/GUID-ED7B0E34-2D5E-40DF-A7ED-001581E2ACCA.htm#TKRDP2778 ORACLE SERVICE CLOUD GUIDE: HOW TO IMPROVE REPORTING PERFORMANCE, Best Practices to Scale Oracle Service Cloud Analytics for High Performance, ORACLE WHITE PAPER | MARCH 2015
NEW QUESTION 30
Which statement is true about generic objects?
- A. A generic object representation must be built for custom objects.
- B. A generic object representation must be built for handling standard objects.
- C. CRUD operations cannot be performed with generic objects.
- D. Batching and chaining operations are supported only by generic objects.
Answer: D
Explanation:
Chaining is always used together with batching. A batch operation includes multiple target operations that each can take a homogeneous or heterogeneous list of business objects.
Reference:
https://docs.oracle.com/en/cloud/paas/integration-cloud-service/cccdg/batch-and-bulk-operations.html
NEW QUESTION 31
How can you access the Report Explorer?
- A. Home > Configuration > Report Explorer
- B. Home > Configuration > Report management
- C. Home > Configuration > Report management > Report explorer
- D. Home > Analytics > Report management > Report explorer
- E. Home > Analytics > Report Explorer
Answer: E
Explanation:
To access Knowledge Advanced Analytics:
Reference:
Oracle Service Cloud, Using Knowledge Advanced, Release May 2016, page 75
NEW QUESTION 32
You want to exclude all newly created answer articles from calculating the solved count for 60 days from their creation date.
Which configuration setting should you change?
- A. EU_FA_NEW_WIN_TYPES set to 60 days.
- B. ANS_NEW_INC_DURATION set to 60 days.
- C. ANS_UPD_INC_DURATION set to 60 days.
- D. ADP_NUM_REL_ANS set to 60 days.
- E. ANS_NOTIF _DURATION set to 60 days.
Answer: B
Explanation:
ANS_NEW_INC_DURATION denotes the number of days that the solved count of new answers will not be aged (reduced).
NEW QUESTION 33
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 articles from the Content Type.
- B. It cannot change product/category of articles.
- C. It can publish and un-publish articles.
- D. It can change views of articles.
- E. It cannot change the owner of articles.
- F. It can request translations of articles.
Answer: C,D,F
Explanation:
You can manage the following tasks through the bulk update feature.
Reference:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/managing-content.html#c_Modifying_Articles_with_Bulk_Update_ad1132751
NEW QUESTION 34
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