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NEW QUESTION 23
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. Delete the Platinum SLA and save the record, create a new SLA with a different name, and assign a total incident count of 100.
• B. Rename the Platinum SLA, change the total incident value to 100, and save it.
• C. Activate the default SLA which has a default incident count of 100 by deleting the Platinum SLA.
• D. In the Platinum SLA modify the total incident count to 100 and save it.

Answer: D

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 24
How is access to a Knowledge Advanced article or external document controlled for web users on the Customer Portal?

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

Answer: C

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 25
In the Actions to Take drop-down list of Knowledge Advanced, which three actions can you use to tune a question?

• A. Add Synonyms
• B. Add a Concept
• C. Copy a Concept
• D. Edit Concept
• E. Add to Existing Concept

Answer: B,D,E

Explanation:
The Actions To Take menu lists the tuning options for each object. Each object has a set of tuning actions, as displayed in the following table.
Reference:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/tuning-intelligent-search.html#c_Selecting_or_Entering_a_Question_to_Tune_aa1040311

NEW QUESTION 26
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