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NEW QUESTION 29
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. Applied Filter
- D. Slicing
- E. Auto Filter
Answer: A
NEW QUESTION 30
How do you pass Oracle Service Cloud username and password credentials to RightNowSyncPortClient?
- A. _service = new RightNowSyncPortClient();_service.UserName = "test" ;_service.Password =
"password"; - B. _service = new RightNowSyncPortClient();_service.ClientCredentials.UserName = "test"
;_service.ClientCredentials.Password = "password"; - C. _service = new RightNowSyncPortClient();_service.UserName.UserName = "test"
;_service.UserName.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 31
Which three statements are true bout the limitations of Connect Web Services? (Choose three.)
- A. When executing a query against a report database, a maximum of 20,000 rows can be returned.
- B. When executing a query against an operational database, a maximum of 20,000 rows can be returned in a single request.
- C. The server enforces a maximum of 10,000 objects when invoking any one of the Create, Get, Update or Destroy operations.
- D. When executing a query against a report database, a maximum of 100,000 rows can be returned.
- E. When executing a query against an operational database, a maximum of 100,000 rows can be returned in a single request.
- F. The combination of the multi-object Create, Get, Update & Destroy operations and the Batch operations is limited to 10,000 total input objects per SOAP request.
Answer: D,E,F
Explanation:
Explanation
D (not A): If the report is pre-configured for deferred execution, then depending on how large the data set to be processed is estimated to be, the report will either run right away or be prompted for queuing. In most cases, the user will be prompted to place the report in the queued state. Only where the report is estimated to run very quickly by not exceeding the deferred report threshold of 200,000 rows will the report be run immediately.
E: In Oracle Service Cloud, the maximum row export threshold is 100,000 rows.
F (not C): 10,000 total input objects per SOAP request. The combination of the multi-object Create, Get, Update and Destroy operations and the Batch operation is limited to 10,000 total input objects per SOAP request.
References:
https://docs.oracle.com/cloud/latest/soa121300/TKRDP/GUID-ED7B0E34-2D5E-40DF-A7ED-001581E2ACCA ORACLE SERVICE CLOUD GUIDE: HOW TO IMPROVE REPORTING PERFORMANCE, Best Practices to Scale Oracle Service Cloud Analytics for High Performance, ORACLE WHITE PAPER | MARCH 2015
NEW QUESTION 32
You have created four individual reports that display different details related to four agents.
Your customer wants to view and search for data in these reports simultaneously.
What should you use?
- A. Standard report
- B. Cumulative report
- C. Cross Tabs report
- D. Dashboard report
- E. Custom report
Answer: D
Explanation:
Explanation
Dashboards are particularly useful for managers who need to view a wide range of data from different reports.
Using dashboards eliminates the need to open a large number of reports individually.
When viewing standard or custom reports, you generally open reports one at a time, and search for data in only the report that is active. However, you can view and search for data in several reports simultaneously by adding them to a dashboard. Each report in a dashboard retains the same functionality as if you opened the report separately, allowing you to access and work with a variety of data from one dashboard.
References:
https://docs.oracle.com/en/cloud/saas/service/18a/famug/analytics.html#dashboards
NEW QUESTION 33
Which two queues have manual pull policy? (Choose two.)
- A. Standard
- B. Round Robin (All)
- C. Manual
- D. Last In First Out (LIFO)
- E. Round Robin (Logged in)
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 34
Which statement is true about dashboards?
- A. A new dashboard must have more than one report.
- B. A new dashboard can be scheduled with alerts
- C. The dashboard design center's reports explorer lists only reports that can be added to a dashboard.
- D. A new dashboard can be created by copying an existing dashboard.
- E. A new dashboard can be created only by dragging existing reports to the dashboard design center.
Answer: D
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 35
Which three pieces of information can be obtained from the Knowledge Advanced Analytics standard reports?
(Choose three.)
- A. Questions with High Score Answer
- B. Article Aging
- C. Search Accuracy
- D. Click-Though Rate of External Documents
- E. Words without Concepts
Answer: B,D,E
Explanation:
Explanation
Accessing Analytics Reports
Use the following procedure to access Knowledge Advanced Analytics reports.
To view the following reports, select Common, Data Integration and the report.
To view the following reports, select OKCS and the report.
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, 18A, page 75
NEW QUESTION 36
In Knowledge Advanced, which section displays the lock status?
- A. Reports
- B. Properties
- C. Overview
- D. Analytics
Answer: B
Explanation:
Explanation
The Properties section displays the form properties and lock status.
NEW QUESTION 37
Your customer wants to generate a report showing the number of days since incidents of a particular incident type were updated.
What should you use to create this report?
- A. Create a group filter using the rel_date_diff() function.
- B. Use the date_diff() function nested in the name_format() function.
- C. Create a level filter using the count () function.
- D. Use the date_add() function.
Answer: B
Explanation:
Explanation
The date_diff() function returns the number of seconds occurring between two dates.
NEW QUESTION 38
Your customer wants to update the new office address in about 1000 answer articles.
Your client has three interfaces for each of their lines of business that will all have different information.
What will you recommend to the client to update all the relevant answers?
- A. Call support and have them run a search and replace on the database.
- B. Search for all answers that have the address and update.
- C. Create a variable to contain the address and update all answers to include it.
- D. Create a standard text to include the new address and update all the answers to include it.
Answer: B
Explanation:
Explanation
Answer variables are predefined shortcuts for entering information into an answer instead of a long string of text. When an answer displays on the customer portal, the variable is replaced with whatever value was specified by your administrator.
Variables are also helpful to use for information that may change. When your administrator changes the value of the variable, all answers containing that variable will also change. Contact your administrator for a list of variables defined for your application. For example, if your administrator added a variable for a support email address at your organization called "contact," you could insert the variable for the email address in the answer, such as $contact. If the email address changes, all answers containing the contact variable are updated.
References:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/_BUIGuide-9.htm
NEW QUESTION 39
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 search term added in the answer keyword list.
- B. The answer is not assigned to any product/category that is visible to a customer.
- C. The answer article is not assigned to any staff member/staff agent.
- D. There is no display position defined for the answer article.
- E. There is no answer content added to the answer article.
- F. The answer status is not set to public or custom status of status type "public".
Answer: B,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 40
What does the response requirement in an SLA specify?
- A. initial response time limit to all customer inquiries within one business day.
- B. individual time limits for the initial response time and subsequent resolution as per the business hours.
- C. the maximum number of days allowed for the resolution of an incident as per the business hours.
- D. the overall maximum time limit for the initial response and resolution for each incident.
Answer: D
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 41
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 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. Edit the alias text file to include alias words - battery damage, battery issue, battery.
Answer: B
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 42
How is access to a Knowledge Advanced article or external document controlled for web users on the Customer Portal?
- A. Profiles
- B. User groups
- C. Views
- D. Console Roles
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 43
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. Standard Filter
- C. Fixed filter
- D. Docked filter
- E. Restricted Filter
Answer: C
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 44
Which two statements are true about response requirements for incidents? (Choose two.)
- A. Custom response requirements are based on the level of service being provided.
- B. Holidays have to be defined before creating response requirements.
- C. Default response requirements for an interface cannot be modified.
- D. Response requirements include the maximum time limit for responding to each inquiry for an unresolved incident.
Answer: A,D
Explanation:
Explanation
To define an SLA:
Picture 2
4. Confirm that the Response Requirement Settings display as:
Picture 3
References:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAIKA/Configuring_KA_Features.htm#FAIKAab1032
NEW QUESTION 45
You want to exclude all newly created answer articles from calculating the solved count for 60 days from their creation date.
Which configuration setting should you change?
- A. EU_FA_NEW_WIN_TYPES set to 60 days.
- B. ANS_UPD_INC_DURATION set to 60 days.
- C. ADP_NUM_REL_ANS set to 60 days.
- D. ANS_NOTIF _DURATION set to 60 days.
- E. ANS_NEW_INC_DURATION set to 60 days.
Answer: E
Explanation:
Explanation
ANS_NEW_INC_DURATION denotes the number of days that the solved count of new answers will not be aged (reduced).
NEW QUESTION 46
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