Explanation
Service Level Agreements (SLA) determine control the type and amount of support you offer your customers.
You must define an SLA to associate with Customer Portal users.
Table Service Level Agreement Options, Example

Picture1
References:
https://docs.oracle.com/cloud/august2016/servicecs_gs/FAKAU/Chunk858056443_d105.htm

Explanation
The Dictionary uses concepts and synonyms to associate different words that have the same meaning with one another. A concept is simply a word and its synonyms, which the Dictionary treats as a single object.
Intelligent Search uses concepts to match words in both users' questions andin the knowledge base content based on their meaning. It also recognizes that some concepts are more important to users than others, and uses that information to prioritize answers within search results.
References:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/tuning-intelligent-search.html#c_About_Concepts_and_

Explanation
If there are more than 100 work teams, you will see a search box you can use to locate a subset of the work teams.
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, 18A, page 70

Explanation
Afteryou define an SLA policy, you might need to view it, modify it, disable it, duplicate it, or delete it.
To Modify an SLA Policy
References:
https://docs.oracle.com/cd/E26854_01/doc.121/e26585/alerts004.htm#CIHGIFIH

Explanation
A docked filter is a run-time selectable filter or output variable that is added to the top of a report. Docked filters let report users select different run-time filter values and output variablesin the report, bypassing the Search window.