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NEW QUESTION 23
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 be archived but not deleted.
- E. Answer articles can contain variables.
Answer: B,E
NEW QUESTION 24
What two factors are responsible for ranking of an answer? (Choose two.)
- A. solved count based on customer activity
- B. number of answers linked to that answer
- C. display position
- D. number of searches for that answer article
Answer: C,D
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.
Reference:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FACAI/AdministeringAccessibility-4.htm
NEW QUESTION 25
Which three types of answers can be added to the knowledge base? (Choose three.)
- A. File Attachment
- B. TEXT
- C. HTML
- D. URL
- E. XML
Answer: A,C,D
Explanation:
If you have an existing knowledge base and you would like to migrate that content into a knowledge base, you must create specific Content Types for that content to migrate to.
Before you migrate your knowledge base, create the following Content Types:
C: HTML - These answers represent HTML content. You create an HTML article by entering text in the Summary, Question, and Answer fields on the Add Content page.
D: URL - These answers represent URLs to external content. You create a URL article by entering the URL of the document that is to be the answer source for the given question in the URL field of the Add Content page. The URL must be to one specific page and not to a page containing links to additional sources or external collections. It is also important to enter a descriptive Summary and Question as Knowledge Advanced uses the information in these two fields when conducting internal searches for documents. For customer searches, Knowledge Advanced also indexes the destination URL so it can be searched.
E: Attachment - These answers represent standalone documents attached to the answer. You create an attachment article, select the attachment to use from the Attachment link on the Add Content page.
FAQ - These answers represent frequently asked questions.
KCS - These answers represent similar content from KSC articles.
Manual - These answers represent application manuals.
Reference:
https://docs.oracle.com/cloud/may2017/servicecs_gs/FAUKA/Content_Authoring.htm#FAUKAcontent_authoring
NEW QUESTION 26
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