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Oracle Knowledge Management 2020 Implementation Essentials Certification Sample Questions and Practice Exam

NEW QUESTION 36
In Knowledge Advanced, which three components does the Intelligent Search component, Ontology, contain?
(Choose three.)

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

Answer: A,D,E

Explanation:
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:
References:
https://docs.oracle.com/cloud/may2017/servicecs_gs/FAAKA/Optimizing_Intelligent_Search.htm#FAAKAth_T

 

NEW QUESTION 37
Which three values does Knowledge Advanced use to calculate whether the answers returned have improved?
(Choose three.)

• A. the total number of times the search has been made with the search string containing the title of the document
• 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 number of times the "Is this answer helpful?" option has been selected as "Yes"
• E. the total number of times documents were clicked on

Answer: C,D,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 38
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 can request translations of articles.
• B. It cannot change the owner of articles.
• C. It cannot delete articles from the Content Type.
• D. It cannot change product/category of articles.
• E. It can change views of articles.
• F. It can publish and un-publish articles.

Answer: A,E,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 39
Which five components can be used to filter the Authoring inbox? (Choose five.)

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

Answer: D,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 40
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. You must create Views to map Knowledge Advanced objects and functionality to the Oracle Service cloud interface.
• 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 41
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. Name.First like 'A%' ORDER BY Contact.First;
• B. 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;
• C. 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;
• D. String queryString = "USE REPORT; SELECT id, C.First, C.Last FROM Contact C WHERE
• E. 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;

Answer: E

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 42
Which action cannot be performed on a dashboard?

• A. open a report for editing from a dashboard
• B. queue a dashboard manually
• C. add a web browser to a dashboard
• D. send queued dashboards to comma-separated values (CSV) file

Answer: C

 

NEW QUESTION 43
In Knowledge Advanced, if 1000 documents were linked to cases 1000 times before tuning, then how many times should they be linked after tuning, such that the tuning impact is negative and you may need to revise the changes?

• A. 0
• B. 1
• C. 2
• D. 3

Answer: B

Explanation:
Explanation
Estimated Improvement. This is a numeric value that represents the positive or negative change Generally, when more answers with higher click-throughs are promoted, or moved up the result list, the tuning had a positive impact. When more answers with lower click-throughs are moved up the result list, this can indicate that the tuning had a negative impact.
References:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/tuning-intelligent-search.html#c_Analyzing_Tuning_Im

 

NEW QUESTION 44
What should you configure so that specific keywords and synonyms will be used for answers when an answer search of exact phrase type is performed?

• A. both the Answers Keywords and Stopwords
• B. the wordlist files
• C. the alias.txt file
• D. the thesaurus.txt file

Answer: D

Explanation:
Explanation
The thesaurus.txt file contains a list of words and their synonyms used in the Similar Phrases search technique on the Answers page. Words in the text search are matched with synonyms to extend the searching capability to include ontologies.

 

NEW QUESTION 45
How is access to a Knowledge Advanced article or external document controlled for web users on the Customer Portal?

• A. Views
• B. User groups
• C. Console Roles
• D. Profiles

Answer: B

Explanation:
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

 

NEW QUESTION 46
How do you pass Oracle Service Cloud username and password credentials to RightNowSyncPortClient?

• A. _service = new RightNowSyncPortClient();_service.UserName.UserName = "test"
  ;_service.UserName.Password = "password";
• B. _service = new RightNowSyncPortClient();_service.UserName = "test" ;_service.Password =
  "password";
• C. _service = new RightNowSyncPortClient();_service.ClientCredentials.UserName = "test"
  ;_service.ClientCredentials.Password = "password";
• D. _service = new RightNowSyncPortClient();_service.ClientCredentials.UserName.UserName = "test"
  ;_service.ClientCredentials.UserName.Password = "password";

Answer: D

Explanation:
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/

 

NEW QUESTION 47
Which two actions must you perform to configure the Social Monitor? (Choose two.)

• A. Add or update navigation sets to include the Social Monitor navigation button and component.
• B. Add or update profiles to include the Social Monitor permissions.
• C. Add or update staff accounts to use profile that include Social Monitor permissions.
• D. Add or update profiles to include permission to add themes and clustering.
• E. Add of update a list of favorites.
• F. Set up a Social Monitor search schedule.

Answer: A,B

Explanation:
Explanation
Social monitoring must be enabled for your site. To enable social monitoring, contact your Oracle account manager.
Procedure
References:
https://docs.oracle.com/cloud/may2017/servicecs_gs/FAMUG/_social.htm#FAMUGth_SocialMonitor

 

NEW QUESTION 48
Which two statements are true about replacement tokens? (Choose two.)

• A. They enable re-use of existing content of any data type in variables.
• B. They enable management of standardized content from a single resource.
• C. They enable creation and storage of complex content consisting of integrated text and images multiple times.
• 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 49
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. Include battery and damage as keywords under Answers Stop Words.
• B. Open the answer containing the battery damage issue term and under the Relationship tab add the loosely related continuation answers in Sibling Answers.
• C. Edit the alias text file to include alias words - battery damage, battery issue, battery.
• 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 50
You enter a word in the Manage Search Query tool field "Tune a Question" that Knowledge Advanced does not recognize.
Which statement is true?

• A. Knowledge Advanced does not accept words that are not in the dictionary.
• B. The tuning process automatically corrects it.
• C. You must check if alternative synonyms exist.
• D. You must correct the spelling manually.

Answer: D

Explanation:
Explanation
When you tune a user question, you are adding or changing objects in the Intelligent Search Dictionary.
The tuning process corrects common, misspelled words automatically. However, if you enter a word that the tuning process does not recognize, or it returns a word not synonymous with your meaning, you must correct the spelling manually.
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, November 2016, page 51

 

NEW QUESTION 51
You want to create a report in which a row gets highlighted based on a condition you specify and email alerts are sent out when data in the generated report meets the specified condition.
What should you use in your report?

• A. Docked filters
• B. Conditional linking
• C. Data exception
• D. Conditional formatting

Answer: C

Explanation:
Explanation
An exception is a method of highlighting report data that meets certain criteria. Data exceptions also allow email alerts to be sent when data in a scheduled report meets the exception criteria.
References:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/topichead.htm#FAMUGevent

 

NEW QUESTION 52
Your client wants to import new answers. Which five fields are required by the Data Import Wizard? (Choose five.)

• A. Keywords
• B. Product/Category
• C. Summary
• D. Access Level
• E. Assigned account value
• F. Status
• G. Attachments
• H. Display Position

Answer: A,B,D,F,G

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.
References:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/_BUIGuide-9.htm

 

NEW QUESTION 53
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