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Oracle Knowledge Management 2021 Implementation Essentials Sample Questions:

1. Which two statements are true about knowledge base articles of Oracle Service Cloud? (Choose two.)

A) Answer articles can be copied.
B) Multiple answers cannot be updated simultaneously.
C) Answer articles can contain variables.
D) Answer articles can be archived but not deleted.
E) Answer articles cannot be printed.

2. Which two statements are true about Knowledge Advanced views? (Choose two.)

A) In Oracle Service Cloud if you have multiple interfaces to support multiple languages or locales then you must create a view for each interface.
B) Views do not depend on the number and purpose of the interface that your organization uses.
C) In Oracle Service Cloud if you have multiple interfaces to support multiple brands then you must create a view corresponding to each interface.
D) You must create Views to map Knowledge Advanced objects and functionality to the Oracle Service cloud interface.
E) View cannot be renamed or deleted but only modified.

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 give permission to users to add questions 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 rank customers based on the number of answers posted in a forum based on the service level

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

A) the overall maximum time limit for the initial response and resolution for each incident.
B) the maximum number of days allowed for the resolution of an incident as per the business hours.
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. After how many categories will you see a search box that you can use to locate a subset of the categories in Knowledge Advanced?

A) 500
B) 50
C) 1000
D) 100

Solutions: