Question 1

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 2

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 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?

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 4

Which four actions does the REST API for Service Requests (SRs) allow?

Options :

A : Update SR milestone

B : Create SR

C : Update SR assignee

D : Delete SR by SR number

E : Delete SR by SR title

Answer: A,B,C,D

Question 5

Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR),

an agent searches the product categories and chooses the appropriate type of equipment for that SR.

Identify three advantages of selecting the category correctly.

Options :

A : The hierarchical structure of the categories helps to improve the service request classification.

B : Categories determine the steps an agent must follow to close the service request.

C : Categories facilitate the assignment of an agent to the service request.

D : Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.

E : Filter the selection of the product related to the service request, when filtering by a particular category.

Answer: A,C,D

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