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Oracle Knowledge Management 2021 Implementation Essentials Sample Questions:

1. You observe thatwhen customers search with the keyword "IPhone 7" they get thousands of results, but when they search with "IP7" they get fewer results.
You do not plan to modify any answer articles but want to get same the number of results whether customers search withkeywords "IPhone 7" or "IP7" or any related search term.
What should you do?

A) Include search term in Search priority word.
B) Include search terms in Stop Words
C) Include the search terms in Answers Keywords
D) Include the search terms in both Answer Keyword and Stop Word.
E) Add all related search terms to an aliases.txt.file.

2. What is the purpose of an SLA in Knowledge base?

A) to rank customers based on the number of answers posted in a forum based on the service level
B) to provide access to theanswers based on the customer service level agreement matching the answers' access level
C) to group and refine related answers based on the product and the service level
D) to give permission to users to add questions in a forum based on the service level

3. Which three types of answers can be added to the knowledge base? (Choose three.)

A) HTML
B) XML
C) File Attachment
D) TEXT
E) URL

4. You have created a new answer article for your customer but when you are trying to see that answer article on the Customer's Portal you find that it is not appearing.
Which two issues might be causing the problem? (Choose two.)

A) There is no search term added in the answer keyword list.
B) There is no answer content added to the answer article.
C) The answer article is not assigned to any staff member/staff agent.
D) The answer status is not set to public or custom status of status type "public".
E) There is no display position defined for the answer article.
F) The answer is not assigned to any product/category that is visible to a customer.

5. Which two statements are true about response requirements for incidents? (Choose two.)

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

Solutions: