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NEW QUESTION 16
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. In the Platinum SLA modify the total incident count to 100 and save it.
- B. Rename the Platinum SLA, change the total incident value 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. Activate the default SLA which has a default incident count of 100 by deleting the Platinum SLA.
Answer: A
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 17
Which action cannot be performed on a dashboard?
- A. send queued dashboards to comma-separated values (CSV) file
- B. add a web browser to a dashboard
- C. open a report for editing from a dashboard
- D. queue a dashboard manually
Answer: B
NEW QUESTION 18
Which statement is true about dashboards?
- A. The dashboard design center's reports explorer lists only reports that can be added to a dashboard.
- B. A new dashboard can be created by copying an existing dashboard.
- C. A new dashboard must have more than one report.
- D. A new dashboard can be scheduled with alerts
- E. A new dashboard can be created only by dragging existing reports to the dashboard design center.
Answer: B
Explanation:
Explanation
Dashboards are created and edited on the dashboard design center by dragging reports to the dashboard, adding optional descriptions, images, text, and controls, and configuring display options.
If you do not want to create a new dashboard, you can copy an existing custom or standard dashboard in the Reports explorer and then edit the copy using the dashboard design center.
NEW QUESTION 19
Which three components do you configure in Oracle Service Cloud that are synced to Knowledge Advanced?
(Choose three.)
- A. Web roles
- B. API Roles
- C. Console roles
- D. Workflows
- E. Product and Categories
Answer: A,C,E
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 20
Which three values does Knowledge Advanced use to calculate whether the answers returned have improved?
(Choose three.)
- A. the number of times the "Is this answer helpful?" option has been selected as "Yes"
- B. the number of cases linked to the top answer
- C. the number of times documents were clicked on as a result after a particular answer
- D. the total number of times the search has been made with the search string containing the title of the document
- E. the total number of times documents were clicked on
Answer: A,C,E
Explanation:
Explanation
The answers your customers search for are sorted so the ones that are expected to be most useful are listed first. Three techniques are used to automatically rank and organize answers.
References:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FACAI/AdministeringAccessibility-4.htm
NEW QUESTION 21
Which two statements are true about the Connect Common Object Model? (Choose two.)
- A. An array object is a collection of primary objects.
- B. Sub-objects contain only primitive data types.
- C. Primary objects have only independent life cycles.
- D. Primary objects contain either primitive data types or sub-objects.
- E. CRUD operations can be performed on sub-objects only through their parent primary object.
Answer: C,E
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 22
Which two queues have manual pull policy? (Choose two.)
- A. Round Robin (Logged in)
- B. Round Robin (All)
- C. Last In First Out (LIFO)
- D. Manual
- E. Standard
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 23
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. Bucket Filter
- C. Auto Filter
- D. Applied Filter
- E. Slicing
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 24
You observe that when customers search with the keyword "IPhone 7" they get thousands of results, but when they search with "IP7" they get fewer results.
You do not plan to modify any answer articles but want to get same the number of results whether customers search with keywords "IPhone 7" or "IP7" or any related search term.
What should you do?
- A. Include search term in Search priority word.
- B. Include the search terms in Answers Keywords
- C. Add all related search terms to an aliases.txt.file.
- D. Include the search terms in both Answer Keyword and Stop Word.
- E. Include search terms in Stop Words
Answer: C
Explanation:
Explanation
The aliases.txt file is initially empty, but you can add synonyms, phrases, or aliases to link terms specific to your industry to similar terms that may be used during a search. For example, a customer might search for an acronym, such as "GPS," but all of your answers regarding GPS might spell out "global positioning system" rather than using the initials. The aliases.txt file lets you link terms that customers might search on with synonymous terms in your answers.
References:
Oracle Service Cloud User Guide, Release February 2017, page, pages 307-308
NEW QUESTION 25
Which two statements are true about exporting report data? (Choose two.)
- A. It can be exported in XML format.
- B. It can be exported as a Word doc.
- C. It can be exported using only absolute HTML layouts.
- D. It can be exported in PDF format.
- E. It can be exported only as an .xlsx Excel file.
- F. It can be exported to a character-delimited file.
Answer: A,F
NEW QUESTION 26
Which filter type should you use in a report to display data in a tree structure?
- A. Slicing by bucket
- B. Slicing by column
- C. Auto filter
- D. Rollup
Answer: B
Explanation:
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
NEW QUESTION 27
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. Runtime Selectable filter
- B. Fixed filter
- C. Standard Filter
- D. Restricted Filter
- E. Docked filter
Answer: B
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 28
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 29
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. There is no search term added in the answer keyword list.
- C. There is no display position defined for the answer article.
- D. The answer is not assigned to any product/category that is visible to a customer.
- E. The answer article is not assigned to any staff member/staff agent.
- F. The answer status is not set to public or custom status of status type "public".
Answer: D,F
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 30
Your customer tries to use Knowledge Foundation API to fetch answer articles from Oracle Service Cloud and display them in an external application.
However, when they try to connect with Knowledge Foundation API they receive an exception code
"ACCESS_DENIED".
What are two reasons for this? (Choose two.)
- A. For Site "II_CONNECT_ENABLED" Configuration setting is not turned on.
- B. Staff account profile does not have permission to access Knowledge Foundation API.
- C. Knowledge Foundation API can only be used by an internal application.
- D. For Site "IP_CONNECT_ENABLED" Configuration setting is not turned on.
- E. Staff account credentials are not correct.
Answer: B,D
NEW QUESTION 31
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. 20 MB
- D. 30 MB
- E. 10 MB
Answer: C
Explanation:
Explanation
20MB is the maximum as well as the default.
References:
http://communities.rightnow.com/posts/7e961ac4d6?commentId=46204#46204
NEW QUESTION 32
Which two statements are true about Knowledge Advanced views? (Choose two.)
- A. View cannot be renamed or deleted but only modified.
- B. In Oracle Service Cloud if you have multiple interfaces to support multiple languages or locales then you must create a view for each interface.
- C. Views do not depend on the number and purpose of the interface that your organization uses.
- D. You must create Views to map Knowledge Advanced objects and functionality to the Oracle Service cloud interface.
- E. In Oracle Service Cloud if you have multiple interfaces to support multiple brands then you must create a view corresponding to each interface.
Answer: B,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 33
What does the response requirement in an SLA specify?
- A. the maximum number of days allowed for the resolution of an incident as per the business hours.
- B. the overall maximum time limit for the initial response and resolution for each incident.
- C. initial response time limit to all customer inquiries within one business day.
- D. individual time limits for the initial response time and subsequent resolution as per the business hours.
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 34
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