Verified 1Z0-1037-20 exam dumps Q&As with Correct 72 Questions and Answers
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Oracle 1Z0-1037-20 Exam Syllabus Topics:
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NEW QUESTION 27
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 status is not set to public or custom status of status type "public".
- B. There is no search term added in the answer keyword list.
- C. The answer is not assigned to any product/category that is visible to a customer.
- D. There is no answer content added to the answer article.
- E. The answer article is not assigned to any staff member/staff agent.
- F. There is no display position defined for the answer article.
Answer: A,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 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.
References:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/_BUIGuide-9.htm
NEW QUESTION 28
Your Customer wants to fetch specific contact details using an ROQL query. Their requirements are:
1. Fetch Contact 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 all the requirements?
- A. 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;
- B. 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;
- C. 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 like 'A%' ORDER BY Contact.Name.First;
- E. String queryString = "USE REPORT; SELECT id, C.First, C.Last FROM Contact C WHERE
Answer: A
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 29
You want to create a report that you can restructure to display different groupings by selecting different fields to use as the columns, rows, and output fields.
Which type of report should you create?
- A. Linked report
- B. Cross tab report
- C. Dashboard
- D. Custom report with slice bucket
Answer: B
Explanation:
Explanation
The Cross Tab feature lets you display report output in a table to summarize large amounts of data. Using a cross tab table, you can select the fields to define the table's rows, columns, and output fields, essentially grouping the data by both the row and column output. The output fields are a culmination of the row and column data.
References:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/_analytics.htm#FAMUGae1133085
NEW QUESTION 30
What are the standard status types for answers?
- A. Private, Published, Proposed, Review
- B. Private, Public
- C. Published, Proposed
- D. Public, Proposed
Answer: B
Explanation:
Explanation
The status of an answer that determines whether it can be viewed by customers. The default answer status types are Public and Private.
References:
https://docs.oracle.com/cloud/17d/servicecs_gs/FAMUG/topichead.htm#FAMUGg_answer_relationship
NEW QUESTION 31
Which two statements are true about replacement tokens? (Choose two.)
- A. They enable creation and storage of complex content consisting of integrated text and images multiple times.
- B. They enable management of standardized content from a single resource.
- C. They enable re-use of existing content of any data type in variables.
- D. They enable re-use of content in a standardized form.
Answer: B,D
Explanation:
Explanation
Replacement tokens enable you to do the following:
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, 18A, page 25
NEW QUESTION 32
Which option should you select from the Status drop-down menu to see the reviewed requests in Knowledge Advanced?
- A. Active Request
- B. All Requests
- C. Archived Request
- D. Request Review
Answer: C
Explanation:
Explanation
You can filter the Manage Tuning Request list to display only active requests or only archived requests.
At the Status drop-down menu on the Manage Search Questions screen, select one of the following options:
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, November 2016, page 45
NEW QUESTION 33
You have created a new article in your knowledge base and you want it to always appear at the top of the search result page.
What display position should you configure?
- A. Place at Top
- B. Historical usefulness
- C. Fixed at Top
- D. Fix First
- E. Place at First
Answer: A
Explanation:
Explanation
Place at Top-Select this option to place the answer at the top of the list on the Answers page by changing the score to be equal to the highest answer. The score is then adjusted as the solve count changes over time.
NEW QUESTION 34
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 standard text to include the new address and update all the answers to include it.
- B. Search for all answers that have the address and update.
- C. Create a variable to contain the address and update all answers to include it.
- D. Call support and have them run a search and replace on the database.
Answer: B
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 35
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 36
Your client wants to block all employees' personal details and allow each employee's direct manager to access only the blood group, medical details, emergency contact number for emergency usage.
What kind of filter option should you use to allow a manager to generate an emergency details report?
- A. Docked filter
- B. Standard Filter
- C. Fixed filter
- D. Runtime Selectable filter
- E. Restricted Filter
Answer: C
Explanation:
Explanation
fixed filter: A component of Analytics and Out*reach and Feedback segments used to define the data set available in the report or segment. Fixed filters are statements constructed from expressions, functions, and operators, and cannot be altered when using a segment or when running a report
NEW QUESTION 37
Which two statements are true about workflows in Knowledge Advanced? (Choose two.)
- A. Once a user rejects the article, the system automatically deletes the article.
- B. A Workflow process is defined as a sequence of steps, such as creating, editing, translating, reviewing, and approving the articles.
- C. Once a user rejects the article, it moves to the previous step.
- D. A Workflow process can only be used while creating and editing the articles.
- E. In Workflow you cannot reassign a task to another user or team.
Answer: B,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 38
Examine these statements about products, categories, and dispositions:
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. 2 & 4
- D. 3 & 4
- E. 1 & 4
Answer: C
NEW QUESTION 39
Which two statements are true about Knowledge Advanced views? (Choose two.)
- A. You must create Views to map Knowledge Advanced objects and functionality to the Oracle Service cloud interface.
- B. Views do not depend on the number and purpose of the interface that your organization uses.
- C. View cannot be renamed or deleted but only modified.
- D. In Oracle Service Cloud if you have multiple interfaces to support multiple brands then you must create a view corresponding to each interface.
- E. In Oracle Service Cloud if you have multiple interfaces to support multiple languages or locales then you must create a view for each interface.
Answer: D,E
Explanation:
Explanation
You must create a view to map Knowledge Advanced objects and functionality to the interface defined for your Service Cloud implementation. Views are a means to logically segregate your knowledge base to conform to your organization's business requirements. Your organization probably defines view for various brands or business units.
When you configure Knowledge Advanced, the views that you need to create depend on the number and purpose of the interfaces that your organization uses.
For example:
References:
https://docs.oracle.com/en/cloud/saas/service/18a/faika/configuring-knowledge-advanced-within-service-cloud.h
NEW QUESTION 40
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 41
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. Activate the default SLA which has a default incident count of 100 by deleting the Platinum SLA.
- B. In the Platinum SLA modify the total incident count to 100 and save it.
- C. Delete the Platinum SLA and save the record, create a new SLA with a different name, and assign a total incident count of 100.
- D. Rename the Platinum SLA, change the total incident value to 100, and save it.
Answer: B
Explanation:
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
References:
https://docs.oracle.com/cd/E26854_01/doc.121/e26585/alerts004.htm#CIHGIFIH
NEW QUESTION 42
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. Rollups
- B. Slicing
- C. Applied Filter
- D. Bucket Filter
- E. Auto Filter
Answer: A
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.
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.
References:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/_analytics.htm#FAMUGae1133175
NEW QUESTION 43
What does the response requirement in an SLA specify?
- A. individual time limits for the initial response time and subsequent resolution as per the business hours.
- B. the overall maximum time limit for the initial response and resolution for each incident.
- C. the maximum number of days allowed for the resolution of an incident as per the business hours.
- D. initial response time limit to all customer inquiries within one business day.
Answer: B
Explanation:
Explanation
Service level agreements (SLA) in Oracle RightNow Cloud Service (Service) control the type and amount of support you offer your customers.
Using response requirements, you can track the effectiveness of your customer service and determine whether staff members are meeting defined service goals for initial response and incident resolution times.
References:
https://docs.oracle.com/cloud/17d/servicecs_gs/FAMUG/_service.htm#FAMUGth_ServiceLevelAgreements
NEW QUESTION 44
Which three tasks should you perform after deploying custom objects? (Choose three.)
- A. creating system attributes
- B. creating a workspace
- C. adding the workspace to a user's navigation set
- D. creating standard reports
- E. defining relationships with other custom objects or standard objects
- F. editing a user's profile to grant permissions to use the custom object workspace
Answer: B,C,F
Explanation:
Explanation
AD: After custom objects are deployed, new workspace types are made available for objects that have the Object is Available in Workspaces, Scripting, and Workflow option enabled so you can work with them in the same way you work with incidents or contacts. In addition, standard reports are automatically created for deployed objects that have this option enabled.
Because custom object data is stored in the database, you can add custom objects to workspaces, workflows, custom reports, and navigation sets.
E: You must specify permissions for your staff members to read, delete, and perform other actions on custom object records.
References:
Oracle Service Cloud User Guide, Release February 2017, page 92
NEW QUESTION 45
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 46
Which three components do you configure in Oracle Service Cloud that are synced to Knowledge Advanced?
(Choose three.)
- A. Console roles
- B. Web roles
- C. Product and Categories
- D. API Roles
- E. Workflows
Answer: A,B,C
Explanation:
Explanation
Knowledge Advanced uses Products and Categories hierarchies that you define for your Service Cloud environment, and automatically synchronizes 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 tasks you 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 47
Which five components can be used to filter the Authoring inbox? (Choose five.)
- A. Locales
- B. Product and Categories
- C. Console roles
- D. Rating
- E. Assignment status
- F. Content Types
- G. User
- H. Views
Answer: A,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, Release May 2017, page 17
NEW QUESTION 48
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 49
Your customer wants to generate a report showing the number of days since incidents of a particular incident type were updated.
What should you use to create this report?
- A. Use the date_diff() function nested in the name_format() function.
- B. Create a group filter using the rel_date_diff() function.
- C. Use the date_add() function.
- D. Create a level filter using the count () function.
Answer: A
Explanation:
Explanation
The date_diff() function returns the number of seconds occurring between two dates.
NEW QUESTION 50
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