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NEW QUESTION 25
What two factors are responsible for ranking of an answer? (Choose two.)

• A. display position
• B. number of answers linked to that answer
• C. solved count based on customer activity
• D. number of searches for that answer article

Answer: A,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 26
How is access to a Knowledge Advanced article or external document controlled for web users on the Customer Portal?

• A. Views
• B. Profiles
• C. Console Roles
• D. User groups

Answer: D

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.
Reference:
Oracle Cloud Knowledge Advanced Implementation Guide, Release February 2018, page 54, page 60

NEW QUESTION 27
Which two statements are true about Connect Web Services? (Choose two.)

• A. Connect Web Services can be used to integrate with other applications that require Oracle Service Cloud Data including integrating from Agent Desktop Add-ins.
• B. If there is a requirement to extend Agent Desktop, Connect Web Service cannot be used within a Desktop Add-In.
• C. Connect Web Services should only be used for read-only data.
• D. Connect Web Services can be used anytime you are looking to extend the functionality offered by Oracle Service Cloud.

Answer: A,D

NEW QUESTION 28
Which two features can you use to connect output levels in a report? (Choose two.)

• A. drill-down filters
• B. dashboards
• C. drill-down links
• D. variables
• E. grouping

Answer: A,C

Explanation:
When you use the report and click a drill-down link on the first level of the report, the second output level knows to display only information related to the queue in the row you clicked. For more complex reports, the drill-down filter can be changed.
Reference:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/_analytics.htm#FAMUGth_Analytics

NEW QUESTION 29
You are working on a public answer that you want to add a part of information within the answer that is not yet approved for public visibility.
How will you do this without impacting the knowledgebase answer?

• A. Create an access level that has no customer portal visibility and assign it to the conditional section you do not want customers to view.
• B. Add a conditional section within the answer with any access level.
• C. Create a different answer with the part of information that needs to be updated, and after review merge it with the current answer.
• D. Make the answer status private, make the required changes, and republish it.

Answer: A

Explanation:
Before publishing an answer, determine which interfaces and customers you want to be able to view the answer. You can control visibility with answer access levels, languages, products, categories, and conditional sections.
A conditional section is a section of text in a document that appears only to those contacts meeting certain criteria. Conditional sections can also be placed in answers and tagged with specific answer access levels. In message templates, conditional sections can be used to filter content by contact, profile, runtime variable, or record type.
Reference:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/BUIglossary.htm#FAABUcondition

NEW QUESTION 30
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