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Oracle Knowledge Management 2021 Implementation Essentials Sample Questions:

1. Which two queues have manual pull policy? (Choose two.)

A) Manual
B) Round Robin (Logged in)
C) Standard
D) Round Robin (All)
E) Last In First Out (LIFO)

2. What two factors are responsible for ranking of an answer? (Choose two.)

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

3. Your customer wants to update the new office address in about 1000 answer articles.
Your client has three interfaces for each of their lines of business that will all have different information.
What will you recommend to the client to update all the relevant answers?

A) Create a standard text to include the new address and update all the answers to include it.
B) Call support and have them run a search and replace on the database.
C) Create a variable to contain the address and update all answers to include it.
D) Search for all answers that have the address and update.

4. Which two statements are true about workflows in Knowledge Advanced? (Choose two.)

A) Once a user rejects the article, it moves to the previous step.
B) A Workflow process is defined as a sequence of steps, such as creating, editing, translating, reviewing, and approving the articles.
C) In Workflow you cannot reassign a task to another user or team.
D) Once a user rejects the article, the system automatically deletes the article.
E) A Workflow process can only be used while creating and editing the articles.

5. What does the response requirement in an SLA specify?

A) individual time limits for the initial response time and subsequent resolution asper 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.

Solutions: