Question 1

Which two are true characteristics about the lifecycle of a service request?

Options :

A : If required, users can manually set the “Closed” status for a service request.

B : Users can reopen a service request when the status is set to “Closed”.

C : Users can reopen a service request when the status is set to “Resolved”.

D : “Closed” status is set by an automatic job after a specified number of days.

E : “Customer working” is one of the five seeded status types.

Answer: C,D

Question 2

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

Question 3

One of your service agents needs a new search filter on his Service Requests’ list page.How can the agent achieve this?

Options :

A : Add fields from the advanced search functionality.

B : Grant the agent Administrator permissions to add new search filters.

C : Create a new search through the application composer.

D : Create several personalized searches and create them to each other.

Answer: C

Question 4

Your customer sells a wide variety of Mobile phones. To classify service requests efficiently you plan tocreate a new primary category called Mobile Phones.Which four steps are required to define this new category?

Options :

A : Select Create Category > Create Top-Level Category

B : Check the Active flag

C : Select the task Manage Service Request Categories.

D : Select Status = “Active”.

E : Select Service Catalog in Functional Areas

F : Select Create Category > Create Child Category.

G : Complete Category Name.

Answer: A,B,C,G

Question 5

Your customer has three service request child categories under the top-level service request category“Accounts”:Gold AccountsSilver AccountsBasic AccountsYou now want to disable the “Silver Accounts” category.Which option meets the requirement?

Options :

A : In Setup and maintenance > Service > Setup > Service Request > manage service Request Child categories, search for the “Accounts” category and deselect the “Active” Column.

B : In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the “Silver Accounts” Category and expand it, click the “Inactive” button.

C : In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the “Accounts” Category and expand it, select the “Gold Accounts” and “Basic Accounts” child categories and click the “Inactive” button.

D : In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the “Accounts” Category and expand it, select the “Silver Accounts” child category and deselect the “Active” Column.

Answer: B