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Download Oracle Knowledge Management 2022 Implementation Professional Exam Dumps

NEW QUESTION 30
In Knowledge Advanced, which three components does the Intelligent Search component, Ontology, contain? (Choose three.)

• A. Translations
• B. Dictionary
• C. Search Log
• D. Rules engine
• E. Language information

Answer: B,D,E

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 31
What does the response requirement in an SLA specify?

• A. the overall maximum time limit for the initial response and resolution for each incident.
• B. initial response time limit to all customer inquiries within one business day.
• C. the maximum number of days allowed for the resolution of an incident as per the business hours.
• D. individual time limits for the initial response time and subsequent resolution as per the business hours.

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.
Reference:
https://docs.oracle.com/cloud/17d/servicecs_gs/FAMUG/_service.htm#FAMUGth_ServiceLevelAgreements

NEW QUESTION 32
Which five components can be used to filter the Authoring inbox? (Choose five.)

• A. Product and Categories
• B. User
• C. Locales
• D. Views
• E. Content Types
• F. Assignment status
• G. Console roles
• H. Rating

Answer: B,C,D,E,F

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 33
Which two statements are true about Knowledge Advanced views? (Choose two.)

• A. Views do not depend on the number and purpose of the interface that your organization uses.
• 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. View cannot be renamed or deleted but only modified.
• 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:
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:
Reference:
https://docs.oracle.com/en/cloud/saas/service/18a/faika/configuring-knowledge-advanced-within-service-cloud.html#c_Creating_Knowledge_Advanced_Views_ab1009963

NEW QUESTION 34
Which three types of answers can be added to the knowledge base? (Choose three.)

• A. HTML
• B. XML
• C. URL
• D. File Attachment
• E. TEXT

Answer: A,C,D

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.
Reference:
https://docs.oracle.com/cloud/may2017/servicecs_gs/FAUKA/Content_Authoring.htm#FAUKAcontent_authoring

NEW QUESTION 35
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