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Oracle Knowledge Management 2021 Implementation Essentials Sample Questions:

1. You have created a new article in your knowledge base andyou want it to always appear at the top of the search result page.
What display position should you configure?

A) Historical usefulness
B) Fix First
C) Fixed at Top
D) Place at First
E) Place at Top

2. Which two statements are true about Connect Web Services? (Choose two.)

A) Connect Web Services can be used anytime you are looking to extend the functionality offered by Oracle Service Cloud.
B) Connect Web Services should only be used for read-only data.
C) Connect Web Services can be used to integrate with other applications that require Oracle Service Cloud Data including integrating from Agent Desktop Add-ins.
D) If there is a requirement toextend Agent Desktop, Connect Web Service cannot be used within a Desktop Add-In.

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

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

A) the maximum number of days allowed for the resolution of an incident as per the business hours.
B) the overall maximum time limit for the initial response and resolution for each incident.
C) individual time limits for the initial response time and subsequent resolution asper the business hours.
D) initial response time limit to all customer inquiries within one business day.

5. Which option should you select from the Status drop-down menu to see the reviewed requests in Knowledge Advanced?

A) Request Review
B) Archived Request
C) Active Request
D) All Requests

Solutions: