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Total 79 Questions | Updated On: Nov 18, 2024

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Question 1

In which three situations can default coverage be applied?

A : globally, to all service requests that do not have any other coverage

B : for a specific SR category

C : for a specific SR status

D : for a specific period of time

E : to a specific customer account

Answer: A,B,D

Question 2

Which two keyboard shortcuts can be modified?

A : OK

B : Create Service Request

C : Cancel

D : Save and Continue

E : Save and Close

Answer: A,B

Question 3

Your client has already established a product catalog of sales products and now wants to include service

products 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?

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 4

Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML

are not being received.

What is the problem?

A : An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.

B : The configured frequency to retrieve emails is too long.

C : Incoming messages have a custom filter.

D : Incorrect configuration of the inbound profile option:SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.

Answer: C

Question 5

Your customer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to

create a new primary category called Mobile Phones.

Which four steps are required to define this new category?

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,C,D

Page: 1 / 16

Total 79 Questions | Updated On: Nov 18, 2024

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