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What feature would you use, to satisfy this requirement?
Your customer has built a mature knowledge base, with articles targeted to internal audiences -which are technical. Other articles are written for end users, with simple instructions. From the Incident form, the agents would like to be able to identify which articles are visible to the callers. What feature would...
Under what circumstances, should you use the Communicate workaround Related Link on the Problem record?
Under what circumstances, should you use the Communicate workaround Related Link on the Problem record?A . The workaround is helpful information for the Callers on the Problem's related Incidents (open) B. The workaround should be published to a knowledge article, visible from the portal C. The workaround is helpful information for the...
Which interface is designed for tier 1 IT agents who solve internal or external customer issues?
Which interface is designed for tier 1 IT agents who solve internal or external customer issues?A . ITSM Dashboard B. IT Service Management Workspace (Agent Workspace) C. ITIL Homepage D. Incident OverviewView AnswerAnswer: B
Which type of catalog item may be found in a Service Catalog?
Which type of catalog item may be found in a Service Catalog?A . Requested Items B. Record Producers C. Categories D. Execution PlansView AnswerAnswer: B
How would you satisfy this requirement?
Risk is configured by default, to calculate Risk = High for a change that is scheduled with only 3 days lead time. Your customer’s change policy requires that changes be requested with 5 days lead time. How would you satisfy this requirement?A . Update the Risk Property for Insufficient lead...
What are the different ways a user can provide feedback on a knowledge article? (Choose four.)
What are the different ways a user can provide feedback on a knowledge article? (Choose four.)A . 10 Star scale B. Comment on Article C. Helpful? D. Flag Article E. 5 Star scale F. Pin ArticleView AnswerAnswer: BCDE
Which status field is set by the flow?
Request fulfillment relies on three record types, Requests, Requested Items, and Catalog Tasks. The lifecycle status of these records is reflected in a combination of state and stage fields. Which status field is set by the flow?A . Stage on Requested item B. Status on Request C. State on Catalog Task D. State...
On the Unauthorized Change Properties module what can you configure? (Choose two.)
On the Unauthorized Change Properties module what can you configure? (Choose two.)A . Enable/Disable creation of Unauthorized changes B. Maximum number of unauthorized change records for a CI C. Unauthorized Change Dashboard D. CI classes to monitorView AnswerAnswer: AD
Which of the following Change Task Types are available by default? (Choose three.)
Which of the following Change Task Types are available by default? (Choose three.)A . Planning B. Testing C. Review D. Deployment E. VerificationView AnswerAnswer: ABC
Users with which role can Communicate a workaround or fix? (Choose two.)
Users with which role can Communicate a workaround or fix? (Choose two.)A . itil_admin B. problem_coordinator C. problem_task_analyst D. problem_adminView AnswerAnswer: BD
