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NEW QUESTION 28
Which action can be performed on published reports?

A. add page breaksB. enable drill-down links for report levelsC. modify report permissionsD. activate run-time selectable filters

Answer: D

Explanation:
A docked filter is a run-time selectable filter or output variable that is added to the top of a report. Docked filters let report users select different run-time filter values and output variables in the report, bypassing the Search window.

 

NEW QUESTION 29
What does the response requirement in an SLA specify?

A. individual time limits for the initial response time and subsequent resolution as per the business hours.B. initial response time limit to all customer inquiries within one business day.C. the maximum number of days allowed for the resolution of an incident as per the business hours.D. the overall maximum time limit for the initial response and resolution for each incident.

Answer: D

Explanation:
Service level agreements (SLA) in Oracle RightNow Cloud Service (Service) control the type and amount of support you offer your customers.
Using response requirements, you can track the effectiveness of your customer service and determine whether staff members are meeting defined service goals for initial response and incident resolution times.
Reference:
https://docs.oracle.com/cloud/17d/servicecs_gs/FAMUG/_service.htm#FAMUGth_ServiceLevelAgreements

 

NEW QUESTION 30
In the Actions to Take drop-down list of Knowledge Advanced, which three actions can you use to tune a question?

A. Copy a ConceptB. Add SynonymsC. Edit ConceptD. Add to Existing ConceptE. Add a Concept

Answer: C,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 31
Which two statements are true about response requirements for incidents? (Choose two.)

A. Response requirements include the maximum time limit for responding to each inquiry for an unresolved incident.B. Custom response requirements are based on the level of service being provided.C. Default response requirements for an interface cannot be modified.D. Holidays have to be defined before creating response requirements.

Answer: A,B

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 32
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