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Oracle Knowledge Management 2022 Implementation Professional Sample Questions (Q27-Q32):

NEW QUESTION # 27
Which three types of answers can be added to the knowledge base? (Choose three.)

• A. URL
• B. XML
• C. File Attachment
• D. TEXT
• E. HTML

Answer: A,C,E

Explanation:
If you have an existing knowledge base and you would like to migrate that content into a knowledge base, you must create specific Content Types for that content to migrate to.
Before you migrate your knowledge base, create the following Content Types:
C: HTML - These answers represent HTML content. You create an HTML article by entering text in the Summary, Question, and Answer fields on the Add Content page.
D: URL - These answers represent URLs to external content. You create a URL article by entering the URL of the document that is to be the answer source for the given question in the URL field of the Add Content page. The URL must be to one specific page and not to a page containing links to additional sources or external collections. It is also important to enter a descriptive Summary and Question as Knowledge Advanced uses the information in these two fields when conducting internal searches for documents. For customer searches, Knowledge Advanced also indexes the destination URL so it can be searched.
E: Attachment - These answers represent standalone documents attached to the answer. You create an attachment article, select the attachment to use from the Attachment link on the Add Content page.
FAQ - These answers represent frequently asked questions.
KCS - These answers represent similar content from KSC articles.
Manual - These answers represent application manuals.
Reference:
https://docs.oracle.com/cloud/may2017/servicecs_gs/FAUKA/Content_Authoring.htm#FAUKAcontent_authoring

NEW QUESTION # 28
You notice that when a customer searches with the word "mobile", there are irrelevant answers showing under "Answers Other Found Helpful" section.
Which two steps should you take to resolve this? (Choose two.)

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

Answer: A,D

Explanation:
A: A stop word is a certain term that you don't want to be used in the scoring of all search results.
D: A meta-answer is a collection of related answers that are all associated with the same products and categories. These related answers are called sibling answers, and that relationship is defined on the CX Console, not on the accessibility interface.
Reference:
https://www.oracle.com/assets/knowledgebase-search-effectiveness-1607920.pdf

NEW QUESTION # 29
A customer wants to perform Knowledge Advanced administrative operations on multiple articles using the bulk update feature.
Which three statements are true about the bulk update feature? (Choose three.)

• A. It cannot change the owner of articles.
• B. It cannot change product/category of articles.
• C. It can change views of articles.
• D. It cannot delete articles from the Content Type.
• E. It can publish and un-publish articles.
• F. It can request translations of articles.

Answer: C,E,F

Explanation:
You can manage the following tasks through the bulk update feature.
Reference:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/managing-content.html#c_Modifying_Articles_with_Bulk_Update_ad1132751

NEW QUESTION # 30
Which three components do you configure in Oracle Service Cloud that are synced to Knowledge Advanced? (Choose three.)

• A. Workflows
• B. API Roles
• C. Console roles
• D. Product and Categories
• E. Web roles

Answer: C,D,E

Explanation:
Knowledge Advanced uses Products and Categories hierarchies that you define for your Service Cloud environment, and automatically synchronizes any changes you make to the Product hierarchy.
You manage users through roles, which control the level of management access you have to Knowledge Advanced, the general authoring abilities you have on a particular Content Type, and what tasks you can perform in a workflow. Users are assigned either Console roles or Web roles.
Reference:
Oracle Service Cloud, Using Knowledge Advanced, Release May 2016, pages 28, 45

NEW QUESTION # 31
How is access to a Knowledge Advanced article or external document controlled for web users on the Customer Portal?

• A. User groups
• B. Views
• C. Console Roles
• D. Profiles

Answer: A

Explanation:
Administrators can activate search results in Knowledge Advanced so that agents, when searching Knowledge Advanced from an incident, can see only articles relevant to the areas the agents support. The filtering equates user groups with web roles and service level agreements; however, you can only tag articles with user groups.
You configure content visibility for user groups and content processing authentication for external collections using either the Collection Wizard or Collection Form under Manage Collections.
Reference:
Oracle Cloud Knowledge Advanced Implementation Guide, Release February 2018, page 54, page 60

NEW QUESTION # 32
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