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NEW QUESTION 50
Which two statements are true about knowledge base articles of Oracle Service Cloud? (Choose two.)
- A. Multiple answers cannot be updated simultaneously.
- B. Answer articles can be copied.
- C. Answer articles cannot be printed.
- D. Answer articles can contain variables.
- E. Answer articles can be archived but not deleted.
Answer: B,D
NEW QUESTION 51
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. Include search terms in Stop Words
- D. Add all related search terms to an aliases.txt.file.
- E. Include the search terms in both Answer Keyword and Stop Word.
Answer: D
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.
Reference:
Oracle Service Cloud User Guide, Release February 2017, page, pages 307-308
NEW QUESTION 52
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. Activate the default SLA which has a default incident count of 100 by deleting the Platinum SLA.
- C. Rename the Platinum SLA, change the total incident value to 100, and save it.
- D. Delete the Platinum SLA and save the record, create a new SLA with a different name, and assign a total incident count of 100.
Answer: A
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 53
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. 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;
- 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 REPORT; SELECT id, C.First, C.Last FROM Contact C WHERE C.Name.First like 'A%' ORDER BY Contact.First;
- D. 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: B
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.
Reference:
https://docs.oracle.com/en/cloud/saas/service/18a/cxsvc/c_osvc_roql_tabular_queries.html
NEW QUESTION 54
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. The answer article is not assigned to any staff member/staff agent.
- B. The answer is not assigned to any product/category that is visible to a customer.
- C. The answer status is not set to public or custom status of status type "public".
- D. There is no display position defined for the answer article.
- E. There is no answer content added to the answer article.
- F. There is no search term added in the answer keyword list.
Answer: B,C
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.
Reference:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/_BUIGuide-9.htm
NEW QUESTION 55
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