Download Oracle Knowledge Management Cloud 2017 Implementation Essentials.1z0-980.CertKiller.2018-09-22.42q.vcex

Vendor: Oracle
Exam Code: 1z0-980
Exam Name: Oracle Knowledge Management Cloud 2017 Implementation Essentials
Date: Sep 22, 2018
File Size: 45 KB
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Question 1
Which filter type should you use in a report to display data in a tree structure?
  1. Auto filter
  2. Rollup
  3. Slicing by column
  4. Slicing by bucket
Correct answer: C
Explanation:
Slicing a report allows you to group tabular data sharing common values in fields included in the report. Slicing a report allows you to group tabular data sharing common values in fields included in the report. You can then select from the slice tree or links and view only the report data that matches the selected field values. References:https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/_analytics.htm
Slicing a report allows you to group tabular data sharing common values in fields included in the report. 
Slicing a report allows you to group tabular data sharing common values in fields included in the report. You can then select from the slice tree or links and view only the report data that matches the selected field values. 
References:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/_analytics.htm
Question 2
How is access to a Knowledge Advanced article or external document controlled for web users on the Customer Portal?
  1. Views
  2. Profiles
  3. Console Roles
  4. User groups
Correct answer: D
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 Collection Wizard or Collection Form under Manage Collections. References:Oracle Cloud Knowledge Advanced Implementation Guide, Release February 2018, page 54, page 60
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 Collection Wizard or Collection Form under Manage Collections. 
References:
Oracle Cloud Knowledge Advanced Implementation Guide, Release February 2018, page 54, page 60
Question 3
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?
  1. Create a standard text to include the new address and update all the answers to include it.
  2. Call support and have them run a search and replace on the database.
  3. Create a variable to contain the address and update all answers to include it.
  4. Search for all answers that have the address and update.
Correct answer: D
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
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
Question 4
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.)
  1. Add the word “mobile” to the answer stop word, add “mobile” to the search priority word, and then assign one answer.
  2. Remove Related Answer Widget from the Customer Portal.
  3. Remove irrelevant answers from manually related answers.
  4. Delete irrelevant answers from sibling answers.
  5. Block irrelevant answers from learned links.
Correct answer: AD
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
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
Question 5
In Knowledge Advanced, which three tasks can be filtered? (Choose three.)
  1. tasks related to specific content types only
  2. tasks that are assigned
  3. open tasks only
  4. tasks for specific users
  5. tasks that are unassigned
Correct answer: CDE
Explanation:
Filters enable you to view a specific subset of tasks from the Task list. You can use the filters to view:Only open (or closed) tasks Tasks for specific users Tasks that are assigned or unassigned Tasks in specific views, channels, or locales References:https://docs.oracle.com/cloud/may2017/servicecs_gs/FAUKA/Tasks.htm#FAUKAai1137897
Filters enable you to view a specific subset of tasks from the Task list. You can use the filters to view:
  • Only open (or closed) tasks 
  • Tasks for specific users 
  • Tasks that are assigned or unassigned 
  • Tasks in specific views, channels, or locales 
References:
https://docs.oracle.com/cloud/may2017/servicecs_gs/FAUKA/Tasks.htm#FAUKAai1137897
Question 6
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?
  1. Runtime Selectable filter
  2. Docked filter
  3. Restricted Filter
  4. Fixed filter
  5. Standard Filter
Correct answer: D
Explanation:
fixed filter: A component of Analytics and Outreach 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 reportIncorrect Answers:B: docked filter: 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 variables in the report, bypassing the Search window.References:https://docs.oracle.com/cloud/17d/servicecs_gs/FAMDG/topichead.htm
fixed filter: A component of Analytics and Outreach 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
Incorrect Answers:
B: docked filter: 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 variables in the report, bypassing the Search window.
References:
https://docs.oracle.com/cloud/17d/servicecs_gs/FAMDG/topichead.htm
Question 7
Which three pieces of information can be obtained from the Knowledge Advanced Analytics standard reports? (Choose three.)
  1. Words without Concepts
  2. Article Aging
  3. Click-Though Rate of External Documents
  4. Questions with High Score Answer
  5. Search Accuracy
Correct answer: ABC
Explanation:
Accessing Analytics Reports Use the following procedure to access Knowledge Advanced Analytics reports. Open Oracle Service Cloud. At the Navigation panel, select the Analytics button. Select Reports Explorer, Public Reports and follow the path for each report. To view the following reports, select Common, Data Integration and the report. Article Aging Click-through Rate Advanced Searches Summary Clicked Document Popular Answers Recent Questions Successful Questions for Search Recommendation Useful Articles for Search Recommendation To view the following reports, select OKCS and the report. Words Without Concepts Answers by Category Answers by Product Answers Viewed by Category Answers Viewed by Product Content In Process Article Incident Link Intent Frequency Keyword Search Low Score Popular Questions References:Oracle Service Cloud, Knowledge Advanced Administration Guide, 18A, page 75
Accessing Analytics Reports 
Use the following procedure to access Knowledge Advanced Analytics reports. 
  1. Open Oracle Service Cloud. 
  2. At the Navigation panel, select the Analytics button. 
  3. Select Reports Explorer, Public Reports and follow the path for each report. 
To view the following reports, select Common, Data Integration and the report. 
  • Article Aging 
  • Click-through Rate 
  • Advanced Searches Summary 
  • Clicked Document 
  • Popular Answers 
  • Recent Questions 
  • Successful Questions for Search Recommendation 
  • Useful Articles for Search Recommendation 
To view the following reports, select OKCS and the report. 
  • Words Without Concepts 
  • Answers by Category 
  • Answers by Product 
  • Answers Viewed by Category 
  • Answers Viewed by Product 
  • Content In Process 
  • Article Incident Link 
  • Intent Frequency 
  • Keyword Search 
  • Low Score Popular Questions 
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, 18A, page 75
Question 8
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?
  1. 1 & 4
  2. 2 & 3
  3. 1 & 2
  4. 2 & 4
  5. 3 & 4
Correct answer: D
Explanation:
2 is true: Dispositions do not appear on the customer portal.4 is true: A parent product can only be deleted after deleting all child products.Incorrect Answers:A, C: 1 is false: You can create up to 6 levels each of products and categories.References:https://rightnowcx.wordpress.com/2012/12/27/service-customizable-menus-productscategoriesdispositions/
  • 2 is true: Dispositions do not appear on the customer portal.
  • 4 is true: A parent product can only be deleted after deleting all child products.
Incorrect Answers:
A, C: 1 is false: You can create up to 6 levels each of products and categories.
References:
https://rightnowcx.wordpress.com/2012/12/27/service-customizable-menus-productscategoriesdispositions/
Question 9
How do you pass Oracle Service Cloud username and password credentials to RightNowSyncPortClient?
  1. _service = new RightNowSyncPortClient(); 
    _service.UserName = “test” ; 
    _service.Password = “password”;
  2. _service = new RightNowSyncPortClient(); 
    _service.ClientCredentials.UserName.UserName = “test” ; 
    _service.ClientCredentials.UserName.Password = “password”;
  3. _service = new RightNowSyncPortClient(); 
    _service.ClientCredentials.UserName = “test” ; 
    _service.ClientCredentials.Password = “password”;
  4. _service = new RightNowSyncPortClient(); 
    _service.UserName.UserName = “test” ; 
    _service.UserName.Password = “password”;
Correct answer: B
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/
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/
Question 10
What does the response requirement in an SLA specify?
  1. the overall maximum time limit for the initial response and resolution for each incident.
  2. individual time limits for the initial response time and subsequent resolution as per the business hours.
  3. initial response time limit to all customer inquiries within one business day.
  4. the maximum number of days allowed for the resolution of an incident as per the business hours.
Correct answer: A
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
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
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