Question 1

Which condition must be met to have a knowledge article display on the Knowledge Home Page in the

Featured Content section?

Options :

A : The Feature field on the article must be set to true.

B :

A record must be created in the Featured Content [kb_knowledge_keyword] table referencing the Article

and a keyword of "featured_content."

C :

A record must be created in the Featured Content [kb_knowledge_keyword] table referencing the Article

and a keyword of "homepage."

D : The article must have a 4 star rating and be among the top 10 articles most frequently attached to Tasks.

Answer: C

Question 2

Which of the following statements is true regarding incidents created for a VIP caller?

Options :

A : The priority field will automatically change to High.

B : The caller color will change.

C : An email will be sent to incident manager to follow up regarding this incident.

D : Workflow will change to accommodate for the criticality of the incident.

Answer: B

Question 3

Which table does the "Knowledge Base" table extend from?

Options :

A : task

B : None of the listed answers

C : kb_knowledge_core

D : kb_knowledge

Answer: B

Question 4

What field becomes mandatory when the Incident On hold reason is set to Awaiting Caller?

Options :

A : Assigned to

B : Additional comments

C : Work notes

D : Configuration item

Answer: B

Question 5

Which role is required to delete an incident?

Options :

A : admin

B : incident_manager

C : itil_admin

D : itil

Answer: A