Question 1

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 2

Your client has already established a product catalog of sales products and now wants to include serviceproducts to categorize service requests. You suggest the creation of a new catalog.What are two advantages of creating a new service catalog instead of using an existing one?

Options :

A : requires less work and effort

B : allows use of a simpler hierarchy

C : allows the display of a product hierarchy specifically for service purposes

D : allows you to use the same product hierarchy as sales

Answer: A,D

Question 3

Your client needs to associate a product item to a product group but cannot make the association. What should you check to identify the cause?

Options :

A : Validate that the product item is active and published.

B : Verify that Eligible for Service is selected on the product item.

C : Verify that Root Catalog is selected on the product groups.

D : Validate that Allow Duplicate is selected on the product item.

Answer: A

Question 4

Given the entitlement rules below, if a high-severity service request (SR) is created on Thursday at 2 PM,which two options are true?Condition Column Severity = HighCalendar = 9AM to 5 PM, Monday – Friday, US ESTResolution Metric = 2880Resolution Warning Threshold 120First Response Metric = 360First Response Warning Threshold

Options :

A : Resolution is due on Saturday, 2 PM EST.

B : If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.

C : First Response is due on Friday, 12 noon EST.

D : If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.

Answer: B,C

Question 5

Which four statements are correct about hotkeys for Action Commands?

Options :

A : They allow a user to escalate a service request.

B : They have default values

C : They can all be modified.

D : They allow a user to forward a service request.

E : They can be assigned to a custom action script.

F : They allow a user to copy a service request.

Answer: A,B,C,D