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NEW QUESTION 27
In Oracle Knowledge Advanced, which shortcut key opens an external answer in a browser?
Answer: B
Explanation:
To open in a browser (for external documents) use Ctrl + K + O
Reference:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAUKA/User_AgentDesktop.htm#FAUKAControllingDisplayOfIncidentReferen-F772D24C
NEW QUESTION 28
Which three components do you configure in Oracle Service Cloud that are synced to Knowledge Advanced? (Choose three.)
Answer: A,B,E
Explanation:
Knowledge Advanced uses Products and Categories hierarchies that you define for your Service Cloud environment, and automatically synchronizes any changes you make to the Product hierarchy.
You manage users through roles, which control the level of management access you have to Knowledge Advanced, the general authoring abilities you have on a particular Content Type, and what tasks you can perform in a workflow. Users are assigned either Console roles or Web roles.
Reference:
Oracle Service Cloud, Using Knowledge Advanced, Release May 2016, pages 28, 45
NEW QUESTION 29
Which three tasks should you perform after deploying custom objects? (Choose three.)
Answer: B,C,E
Explanation:
AD: After custom objects are deployed, new workspace types are made available for objects that have the Object is Available in Workspaces, Scripting, and Workflow option enabled so you can work with them in the same way you work with incidents or contacts. In addition, standard reports are automatically created for deployed objects that have this option enabled.
Because custom object data is stored in the database, you can add custom objects to workspaces, workflows, custom reports, and navigation sets.
E: You must specify permissions for your staff members to read, delete, and perform other actions on custom object records.
Reference:
Oracle Service Cloud User Guide, Release February 2017, page 92
NEW QUESTION 30
Which two statements are true about response requirements for incidents? (Choose two.)
Answer: B,D
Explanation:
To define an SLA:
4. Confirm that the Response Requirement Settings display as:
Reference:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAIKA/Configuring_KA_Features.htm#FAIKAab1032248
NEW QUESTION 31
What is the purpose of an SLA in Knowledge base?
Answer: A
Explanation:
Service Level Agreements (SLA) determine control the type and amount of support you offer your customers. You must define an SLA to associate with Customer Portal users.
Table Service Level Agreement Options, Example
Reference:
https://docs.oracle.com/cloud/august2016/servicecs_gs/FAKAU/Chunk858056443_d105.htm
NEW QUESTION 32
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