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NEW QUESTION 44
In Knowledge Advanced, which section displays the lock status?
- A. Properties
- B. Reports
- C. Overview
- D. Analytics
Answer: A
Explanation:
The Properties section displays the form properties and lock status.
NEW QUESTION 45
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. Edit the alias text file to include alias words - battery damage, battery issue, battery.
- B. Open the answer containing the battery damage issue term and under the Relationship tab add the loosely related continuation answers in Manually Related Answers.
- C. Open the answer containing the battery damage issue term and under the Relationship tab add the loosely related continuation answers in Sibling Answers.
- D. Include battery and damage as keywords under Answers Stop Words.
Answer: B
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 46
Which two statements are true about Knowledge Advanced views? (Choose two.)
- A. In Oracle Service Cloud if you have multiple interfaces to support multiple languages or locales then you must create a view for each interface.
- 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. Views do not depend on the number and purpose of the interface that your organization uses.
Answer: A,D
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 47
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. Delete the Platinum SLA and save the record, create a new SLA with a different name, and assign a total incident count of 100.
- B. Rename the Platinum SLA, change the total incident value to 100, and save it.
- C. Activate the default SLA which has a default incident count of 100 by deleting the Platinum SLA.
- D. In the Platinum SLA modify the total incident count to 100 and save it.
Answer: D
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
Reference:
https://docs.oracle.com/cd/E26854_01/doc.121/e26585/alerts004.htm#CIHGIFIH
NEW QUESTION 48
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