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Contact X is assigned to a Platinum SLA, which allows the contact to create a total of 250 incidents in a month.
Your client wants to reduce the number of incidents to 100.
Which action should you perform?
After you define an SLA policy, you might need to view it, modify it, disable it, duplicate it, or delete it.
To Modify an SLA Policy
https://docs.oracle.com/cd/E26854_01/doc.121/e26585/alerts004.htm#CIHGIFIH
Your client wants to block all employees' personal details and allow each employee's direct manager to access only the blood group, medical details, emergency contact number for emergency usage.
What kind of filter option should you use to allow a manager to generate an emergency details report?
fixed filter: A component of Analytics and Outreach and Feedback segments used to define the data set available in the report or segment. Fixed filters are statements constructed from expressions, functions, and operators, and cannot be altered when using a segment or when running a report
Which option should you select from the Status drop-down menu to see the reviewed requests in Knowledge Advanced?
You can filter the Manage Tuning Request list to display only active requests or only archived requests.
At the Status drop-down menu on the Manage Search Questions screen, select one of the following options:
Oracle Service Cloud, Knowledge Advanced Administration Guide, November 2016, page 45
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.
https://docs.oracle.com/en/cloud/saas/service/18a/famug/analytics.html#dashboards
Which two queues have manual pull policy? (Choose two.)
An incident report can be configured to manually pull from a standard or round robin (logged in) queue.
http://communities.rightnow.com/posts/505437e96f?commentId=42124#42124
