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Updated Jan-2022 Pass 1Z0-1037-20 Exam - Real Practice Test Questions
Oracle 1Z0-1037-20 Exam Syllabus Topics:
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NEW QUESTION 26
Which three statements are true about processing options in Web Services? (Choose three.)
- A. FetchAllNames proprerty of GetProcessingOptions indicates to the server that all NameID Types should include both Name and ID.
- B. SuppressExternalEvents and SuppressExternalRules properties can be defined only for Create, Update, and Destroy Processing Options.
- C. SuppressExternalEvents = true and SuppressExternalRules = true indicates to the server that External Event and Business Rules should execute on operation completion.
- D. SuppressExternalEvents and SuppressRules properties can also be defined for GetProcessingOptions.
- E. FetchAllNames = true indicates the server that it should fetch all Names but does not fetch IDs.
- F. SuppressExternalEvents = true and SuppressExternalRules = true indicates to the server that External Event and Business Rules should not be triggered.
Answer: A,D,F
Explanation:
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 27
Which three types of answers can be added to the knowledge base? (Choose three.)
- A. File Attachment
- B. XML
- C. TEXT
- D. HTML
- E. URL
Answer: A,D,E
Explanation:
Explanation
If you have an existing knowledge base and you would like to migrate that content into a knowledge base, you must create specific Content Types for that content to migrate to.
Before you migrate your knowledge base, create the following Content Types:
C: HTML - These answers represent HTML content. You create an HTML article by entering text in the Summary, Question, and Answer fields on the Add Content page.
D: URL - These answers represent URLs to external content. You create a URL article by entering the URL of the document that is to be the answer source for the given question in the URL field of the Add Content page.
The URL must be to one specific page and not to a page containing links to additional sources or external collections. It is also important to enter a descriptive Summary and Question as Knowledge Advanced uses the information in these two fields when conducting internal searches for documents. For customer searches, Knowledge Advanced also indexes the destination URL so it can be searched.
E: Attachment - These answers represent standalone documents attached to the answer. You create an attachment article, select the attachment to use from the Attachment link on the Add Content page.
FAQ - These answers represent frequently asked questions.
KCS - These answers represent similar content from KSC articles.
Manual - These answers represent application manuals.
References:
https://docs.oracle.com/cloud/may2017/servicecs_gs/FAUKA/Content_Authoring.htm#FAUKAcontent_authorin
NEW QUESTION 28
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 change product/category of articles.
- B. It can publish and un-publish articles.
- C. It cannot delete articles from the Content Type.
- D. It can change views of articles.
- E. It cannot change the owner of articles.
- F. It can request translations of articles.
Answer: B,D,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 29
Which two statements are true about knowledge base articles of Oracle Service Cloud? (Choose two.)
- A. Multiple answers cannot be updated simultaneously.
- B. Answer articles can contain variables.
- C. Answer articles cannot be printed.
- D. Answer articles can be copied.
- E. Answer articles can be archived but not deleted.
Answer: B,D
NEW QUESTION 30
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. Create a different answer with the part of information that needs to be updated, and after review merge it with the current answer.
- B. Make the answer status private, make the required changes, and republish it.
- C. Add a conditional section within the answer with any access level.
- D. Create an access level that has no customer portal visibility and assign it to the conditional section you do not want customers to view.
Answer: D
Explanation:
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.
References:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/BUIglossary.htm#FAABUcondition
NEW QUESTION 31
Which two statements are true about published reports? (Choose two.)
- A. Published reports have filtering option in ribbon.
- B. Published reports can be shared.
- C. Published reports contain snapshots of data at the time the report is run.
- D. Published reports can be edited.
- E. Published report data can change automatically when the knowledge base data is updated.
Answer: B,C
Explanation:
Explanation
Publish report is a method of preserving 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 32
Which two queues have manual pull policy? (Choose two.)
- A. Standard
- B. Manual
- C. Round Robin (All)
- D. Last In First Out (LIFO)
- E. Round Robin (Logged in)
Answer: A,E
Explanation:
Explanation
An incident report can be configured to manually pull from a standard or round robin (logged in) queue.
References:
http://communities.rightnow.com/posts/505437e96f?commentId=42124#42124
NEW QUESTION 33
In the Actions to Take drop-down list of Knowledge Advanced, which three actions can you use to tune a question?
- A. Add to Existing Concept
- B. Add Synonyms
- C. Edit Concept
- D. Add a Concept
- E. Copy a Concept
Answer: A,C,D
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 34
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: B
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 35
Which two statements are true about Connect Web Services for a SOAP Batch Operation? (Choose two.)
- A. A batch operation can be used to send multiple heterogeneous operation requests to the server in a single SOAP request.
- B. The "CommitAfter" attribute can only be set at the end of the last transaction in a batch request.
- C. In a batch request, the server will allow up to 100 transactions.
- D. If bulk CRUD operations are used in a batch operation, the server will only allow for a total of 10,000 objects to be processed.
- E. If a new transaction is in the batch request after the failed transaction, the transaction will not run.
Answer: A,D
Explanation:
Explanation
B: Following upper limits are imposed on a given input payload for the Batch operation:
C: Batch sends a set of operations to the server in a single request.
NEW QUESTION 36
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 irrelevant answers from manually related answers.
- B. Block irrelevant answers from learned links.
- C. Add the word "mobile" to the answer stop word, add "mobile" to the search priority word, and then assign one answer.
- D. Remove Related Answer Widget from the Customer Portal.
- E. Delete irrelevant answers from sibling answers.
Answer: C,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 37
In Knowledge Advanced Search what is the use of the Concept feature?
- A. Adding a new concept enabled Knowledge Advanced Search to return results that do not match a particular word.
- B. Adding a new concept enabled Knowledge Advanced Search to return results that match only a particular word.
- C. Adding a new concept enabled Knowledge Advanced Search to return results that match a particular word, its synonyms, and its related concepts.
- D. Adding a new concept enabled Knowledge Advanced Search to return results that match a particular word and its synonyms.
Answer: C
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 and in 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 38
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. Standard report with User Defined List variable
- B. Standard report with Replacement Value variable
- C. Custom report with Predefined List variable
- D. Custom report with Ad Hoc Value variable
Answer: D
Explanation:
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 39
A customer has a problem with a damaged battery and searches your knowledge base with the search term
"battery damage issue." 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 issue term 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 40
Which three pieces of information can be obtained from the Knowledge Advanced Analytics standard reports?
(Choose three.)
- A. Search Accuracy
- B. Article Aging
- C. Questions with High Score Answer
- D. Words without Concepts
- E. Click-Though Rate of External Documents
Answer: B,D,E
Explanation:
Explanation
Accessing Analytics Reports
Use the following procedure to access Knowledge Advanced Analytics reports.
To view the following reports, select Common, Data Integration and the report.
To view the following reports, select OKCS and the report.
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, 18A, page 75
NEW QUESTION 41
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 give permission to users to add questions in a forum based on the service level
- C. to group and refine related answers based on the product and 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:
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
Picture 1
References:
https://docs.oracle.com/cloud/august2016/servicecs_gs/FAKAU/Chunk858056443_d105.htm
NEW QUESTION 42
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 needs Admin permission to delete the translated document.
- B. The user cannot delete the translated document; you have to remove it from the user's access by unpublishing a version.
- C. The user cannot delete the translated document because version numbers between the various localized versions are dependent on each other.
- D. The user cannot delete it because it directly affects the reference document that the translation document is based upon.
Answer: B
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 43
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