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NEW QUESTION 54
What does the response requirement in an SLA specify?
- A. initial response time limit to all customer inquiries within one business day.
- B. individual time limits for the initial response time and subsequent resolution as per the business hours.
- C. the overall maximum time limit for the initial response and resolution for each incident.
- D. the maximum number of days allowed for the resolution of an incident as per the business hours.
Answer: C
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.
Reference:
https://docs.oracle.com/cloud/17d/servicecs_gs/FAMUG/_service.htm#FAMUGth_ServiceLevelAgreements
NEW QUESTION 55
In Knowledge Advanced, if 1000 documents were linked to cases 1000 times before tuning, then how many times should they be linked after tuning, such that the tuning impact is negative and you may need to revise the changes?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: A
Explanation:
Estimated Improvement. This is a numeric value that represents the positive or negative change Generally, when more answers with higher click-throughs are promoted, or moved up the result list, the tuning had a positive impact. When more answers with lower click-throughs are moved up the result list, this can indicate that the tuning had a negative impact.
Reference:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/tuning-intelligent-search.html#c_Analyzing_Tuning_Impact_on_Similar_Questions_aa1030048
NEW QUESTION 56
Which statement is true about generic objects?
- A. A generic object representation must be built for custom objects.
- B. CRUD operations cannot be performed with generic objects.
- C. Batching and chaining operations are supported only by generic objects.
- D. A generic object representation must be built for handling standard objects.
Answer: C
Explanation:
Chaining is always used together with batching. A batch operation includes multiple target operations that each can take a homogeneous or heterogeneous list of business objects.
Reference:
https://docs.oracle.com/en/cloud/paas/integration-cloud-service/cccdg/batch-and-bulk-operations.html
NEW QUESTION 57
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. The answer is not assigned to any product/category that is visible to a customer.
- B. The answer article is not assigned to any staff member/staff agent.
- C. The answer status is not set to public or custom status of status type "public".
- D. There is no search term added in the answer keyword list.
- E. There is no answer content added to the answer article.
- F. There is no display position defined for the answer article.
Answer: A,C
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 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
NEW QUESTION 58
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