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Oracle Knowledge Management 2021 Implementation Essentials Sample Questions:

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

A) initial response time limit to all customer inquiries within one business day.
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) the overall maximum time limit for the initial response and resolution for each incident.

2. 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 article is not assigned to any staff member/staff agent.
B) There is no answer content added to the answer article.
C) The answer is not assigned to any product/category that is visible to a customer.
D) There is no search term added in the answer keyword list.
E) The answer status is not set to public or custom status of status type "public".
F) There is no display position defined for the answer article.

3. 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?

A) String queryString = "USE REPORT; SELECT id, C.Name.First, C.Name.Last FROM Contact C WHERE C.Name.First = 'A%' ORDER BY Contact.Name.First;
B) String queryString = "USE REPORT; SELECT id, C.Name.First, C.Name.Last FROM Contact C WHERE C.Name.First like 'A%' ORDER BY Contact.Name.First;
C) String queryString = "USE OPERATIONAL; SELECT id, C.Name.First, C.Name.Last FROM Contact C WHERE C.Name.First like 'A%' ORDER BY Contact.Name.First;
D) String queryString = "USE REPORT; SELECT id, C.First, C.Last FROM Contact C WHEREC.Name.First like 'A%' ORDER BY Contact.First;

4. Which two queues have manual pull policy? (Choose two.)

A) Round Robin (Logged in)
B) Manual
C) Round Robin (All)
D) Last In First Out (LIFO)
E) Standard

5. Your customer wants to generate a report showing the number of days since incidents of a particular incident typewere updated.
What should you use to create this report?

A) Create a level filter using the count () function.
B) Create a group filter using the rel_date_diff() function.
C) Use the date_diff() function nested in the name_format() function.
D) Use the date_add() function.

Solutions: