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NEW QUESTION 43
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. There is no search term added in the answer keyword list.
• C. The answer is not assigned to any product/category that is visible to a customer.
• D. The answer status is not set to public or custom status of status type "public".
• E. There is no display position defined for the answer article.
• F. There is no answer content added to the answer article.

Answer: C,D

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 44
You notice that when a customer searches with the word "mobile", there are irrelevant answers showing under "Answers Other Found Helpful" section.
Which two steps should you take to resolve this? (Choose two.)

• A. Delete irrelevant answers from sibling answers.
• B. Remove irrelevant answers from manually related answers.
• C. Remove Related Answer Widget from the Customer Portal.
• D. Add the word "mobile" to the answer stop word, add "mobile" to the search priority word, and then assign one answer.
• E. Block irrelevant answers from learned links.

Answer: A,D

Explanation:
A: A stop word is a certain term that you don't want to be used in the scoring of all search results.
D: A meta-answer is a collection of related answers that are all associated with the same products and categories. These related answers are called sibling answers, and that relationship is defined on the CX Console, not on the accessibility interface.
Reference:
https://www.oracle.com/assets/knowledgebase-search-effectiveness-1607920.pdf

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. Open the answer containing the battery damage issue term and under the Relationship tab add the loosely related continuation answers in Sibling Answers.
• B. Edit the alias text file to include alias words - battery damage, battery issue, battery.
• C. Include battery and damage as keywords under Answers Stop Words.
• 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:
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 brands then you must create a view corresponding to each interface.
• 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. You must create Views to map Knowledge Advanced objects and functionality to the Oracle Service cloud interface.
• D. View cannot be renamed or deleted but only modified.
• E. Views do not depend on the number and purpose of the interface that your organization uses.

Answer: A,B

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
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