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.)
Correct Answer: C,F
Explanation 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 categoriesassociated 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. References: https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/_BUIGuide-9.htm
Question 2
What does the response requirement in an SLA specify?
Correct Answer: A
Explanation Service level agreements (SLA) in Oracle RightNow Cloud Service (Service) control the type and amount of support you offer your customers. Using response requirements, you can track the effectiveness of your customer service and determine whether staff members are meeting defined service goals for initial response and incident resolution times. References: https://docs.oracle.com/cloud/17d/servicecs_gs/FAMUG/_service.htm#FAMUGth_ServiceLevelAgreements
Question 3
Which two queues have manual pull policy? (Choose two.)
Correct Answer: D,E
Explanation An incident report can be configured to manually pull from a standard or round robin (logged in) queue. References: http://communities.rightnow.com/posts/505437e96f?commentId=42124#42124
Question 4
Your Customer wants to fetch specific contact details using an ROQL query. Their requirements are: 1. FetchContact ID, Contact First name, and Contact Last name details. 2. Contact first name should start with "A". 3. Query should run against the report database. 4. All contacts must be sorted in ascending order by Contact first name. Which query will meet allthe requirements?
Correct Answer: D
Explanation You must include a USE REPORT statement in the query. Column names are C.Name.First and C.Name.Last. We use the like operator for the string comparison. References: https://docs.oracle.com/en/cloud/saas/service/18a/cxsvc/c_osvc_roql_tabular_queries.html
Question 5
Which two statements are true about knowledge base articles of Oracle Service Cloud? (Choose two.)
