Question 1

Which two actions can you take when using Application Composer to create a new Trouble Ticket object?

Options :

A : You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field

B : You can create a trigger on the Trouble Ticket object using the Upon Import Into Database trigger event to update the custom “OpenTroubleTickets” of the Account object.

C : You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5

D : You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.

Answer: B,C

Question 2

You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

Options :

A : You can modify the workflow to update field values within the SR object.

B : You can generate tasks for the SR object from the workflow.

C : You must make the changes using the Page Composer tool.

D : You will be required to code any new workflow actions in Groovy.

E : You can send an e-mail notification to specified recipients

F : You can define the workflow to run when certain fields of the SR object are changed.

Answer: A,B,E,F

Question 3

Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR),an agent searches the product categories and chooses the appropriate type of equipment for that SR.Identify three advantages of selecting the category correctly.

Options :

A : The hierarchical structure of the categories helps to improve the service request classification.

B : Categories determine the steps an agent must follow to close the service request.

C : Categories facilitate the assignment of an agent to the service request.

D : Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.

E : Filter the selection of the product related to the service request, when filtering by a particular category.

Answer: A,C,D

Question 4

Identify the sequence of steps you must follow to disable the Service Communication channels.

Options :

A : Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect all the options.

B : Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Select the “Disable” column in “Service entitlements”

C : Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Communication Channels > Deselect the “Communication” option.

D : Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect the “Communication Channels” option.

E : Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Deselect the “Enable” column in “Communication Channels”.

Answer: C

Question 5

Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

Options :

A : Add an extension column to the milestone object to hold the warning threshold value.

B : Configure an analytics report showing milestones in warning status.

C : Specify the warning threshold for the milestone in the standard coverages.

D : Create standard text to be posted to the message thread.

E : Configure the email template to be used for notification.

F : Configure an object workflow action to send the email when the milestone status changes to warning.

Answer: A,B,C