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Oracle Knowledge Management 2021 Implementation Essentials Sample Questions:

1. Contact X is assigned to a Platinum SLA, which allows the contact to create a total of 250 incidentsin a month.
Your client wants to reduce the number of incidents to 100.
Which action should you perform?

A) Rename the Platinum SLA, change the total incident value to 100, and save it.
B) Delete the Platinum SLA and save the record, create a new SLA with a different name, and assign a total incident count of 100.
C) Activate the default SLA which has a default incident count of 100 by deleting the Platinum SLA.
D) In the Platinum SLA modify the total incident count to 100 and save it.

2. Your client wants to import new answers. Which five fields are required by the Data Import Wizard? (Choose five.)

A) Summary
B) Access Level
C) Product/Category
D) Status
E) Attachments
F) Display Position
G) Assigned account value
H) Keywords

3. You have created four individual reports that display different details related to four agents.
Your customer wants to view and search for data in these reports simultaneously.
What should you use?

A) Dashboard report
B) Cumulative report
C) Standard report
D) Cross Tabs report
E) Custom report

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

5. You notice that when a customer searches with the word "mobile", there are irrelevant answers showingunder
"Answers Other Found Helpful" section.
Which two steps should you take to resolve this? (Choose two.)

A) Block irrelevant answers from learned links.
B) Remove irrelevant answers from manually related answers.
C) Remove Related Answer Widget from the Customer Portal.
D) Delete irrelevant answers from sibling answers.
E) Add the word "mobile" to the answer stop word, add "mobile" to the search priority word, and then assign one answer.

Solutions: