Which two statements are true about response requirements for incidents? (Choose two.)
To define an SLA:
4. Confirm that theResponse Requirement Settingsdisplay as:
You observe that when customers search with the keyword ''IPhone 7'' they get thousands of results, but when they search with ''IP7'' they get fewer results.
You do not plan to modify any answer articles but want to get same the number of results whether customers search with keywords ''IPhone 7'' or ''IP7'' or any related search term.
What should you do?
The aliases.txt file is initially empty, but you can add synonyms, phrases, or aliases to link terms specific to your industry to similar terms that may be used during a search. For example, a customer might search for an acronym, such as ''GPS,'' but all of your answers regarding GPS might spell out ''global positioning system'' rather than using the initials. The aliases.txt file lets you link terms that customers might search on with synonymous terms in your answers.
Oracle Service Cloud User Guide, Release February 2017, page, pages 307-308
You want to create a report in which your customer can enter any date and generate all the incidents created on that date.
Which type of report and variable should you use?
There are several types of variables you can use, including predefined lists, user-defined lists, ad hoc values, and replacement values. Each of these serves a unique function.
Ad Hoc Value. Select this type to allow staff members to type their own value for the parameter at run-time, without having to select from a list. For example, an individual using the report types the exact expression or string to use as
the variable value.
When you select this type, you must select a data type for the variable.
You have created four individual reports that display different details related to four agents.
Your customer wants to view and search for data in these reports simultaneously.
What should you use?
Dashboards are particularly useful for managers who need to view a wide range of data from different reports. Using dashboards eliminates the need to open a large number of reports individually.
When viewing standard or custom reports, you generally open reports one at a time, and search for data in only the report that is active. However, you can view and search for data in several reports simultaneously by adding them to a dashboard. Each report in a dashboard retains the same functionality as if you opened the report separately, allowing you to access and work with a variety of data from one dashboard.