Format: Multiple Choice
Duration: 90 Minutes
Exam Price: $245
Number of Questions: 55
Passing Score: 64%
Validation: This exam has been validated against 22A/22B
Policy:Cloud Recertification
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Oracle Knowledge Management 2022 Certified Implementation Professional
Prepare to pass exam: 1Z0-1037-22
An Oracle Knowledge Management 2022 Certified Implementation Professional has demonstrated the knowledge required to use, modify and administer knowledge base content and set up reports and configure queues. Individuals who earn this certification are able to use and administer Knowledge Advanced and Knowledge Foundation.
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B2C Service Knowledge Foundation
Use answers
Modify answers
Describe answers relationships
Use answers search
Use answer versioning
Reports
Classify reports
Create reports
Use reports features
Explain the dashboard feature
B2C Service Products and Services – Common Features
Describe products and categories
Explain Service Level Agreements (SLA)
Explain response requirements
Knowledge Advanced
Explain views
Use Knowledge Advanced features
Manage Knowledge Advanced Content
Use Knowledge Advanced Search Capabilities
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QUESTION 1
Which two statements are true about exporting report data? (Choose two.)
A. It can be exported as a Word doc.
B. It can be exported only as an .xlsx Excel file.
C. It can be exported in XML format.
D. It can be exported to a character-delimited file.
E. It can be exported in PDF format.
F. It can be exported using only absolute HTML layouts.
Answer: C,D
QUESTION 2
Which two statements are true about replacement tokens? (Choose two.)
A. They enable re-use of existing content of any data type in variables.
B. They enable management of standardized content from a single resource.
C. They enable creation and storage of complex content consisting of integrated text and images multiple times.
D. They enable re-use of content in a standardized form.
Answer: B,D
Explanation:
QUESTION 3
What is the purpose of an SLA in Knowledge base?
A. to group and refine related answers based on the product and the service level
B. to provide access to the answers based on the customer service level agreement matching the answer’s access level
C. to give permission to users to add questions in a forum based on the service level
D. to rank customers based on the number of answers posted in a forum based on the service level
Answer: B
QUESTION 4
After how many categories will you see a search box that you can use to locate a subset of the
categories in Knowledge Advanced?
A. 1000
B. 100
C. 50
D. 500
Explanation:
Answer: B
If there are more than 100 work teams, you will see a search box you can use to locate a subset of the work teams.
Reference:
Oracle Service Cloud, Knowledge Advanced Administration Guide, 18A, page 70
QUESTION 5
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 answer content added to the answer article.
B. There is no display position defined for the answer article.
C. The answer status is not set to public or custom status of status type “publicâ€.
D. The answer article is not assigned to any staff member/staff agent.
E. There is no search term added in the answer keyword list.
F. The answer is not assigned to any product/category that is visible to a customer.
Explanation:
Answer: C,F
In order for answers to appear on the customer portal, the Status, Access Level, Language, Product,
and Category fields must be set to a visibility that allows access by customers. If even one field does
not allow visibility, the answer will not be available on the customer portal.
C: The primary factor that determines the visibility of answers is answer status. There can be many
custom answer statuses, but all must be either a Public or Private status type, which is determined
when the custom status is created.
F: Products and categories—The visibility settings for the products and categories associated with the
answer will also affect the visibility. If the answer is assigned to a product or category that is not
visible to customers on a particular interface, the answer will also not be visible to customers, unless
it is assigned to another product or category that is visible on the interface. In other words, if you
have an answer that is assigned to two products, and one of the products is not visible on the
interface, but the other product is, your answer will appear on the interface. However, if the answer
is assigned to two products, and neither product is visible on the interface, your answer will not
appear on the interface under any circumstances.
Reference:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/_BUIGuide-9.htm