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NEW QUESTION 64
Which two types of data can a sales representative access from the Forecasts tab when using Collaborative Forecasts? (Choose two.)
- A. Opportunities that make up each forecast amount
- B. Forecast amount for each forecast category
- C. Forecast amount for other representatives on their team
- D. Forecast amount for each opportunity stage
Answer: A,B
NEW QUESTION 65
Universal Containers has a workflow rule that sends an email alert to the VP of Sales when a large deal is won. The VP is reporting that these emails are NOT being delivered.
Which two tools should be used to determine the problem? (Choose two.)
- A. Workflow monitor
- B. Email log
- C. Debug log
- D. System audit trail
Answer: B,C
NEW QUESTION 66
Which table does the Incident table extend from?
- A. ci_incident
- B. task
- C. case
- D. base_incident
Answer: B
NEW QUESTION 67
Recently a Salesforce org's integration failed because it exceeded the number of allowed API calls in a 24-hour period. The integration handles a near real-time, complex insertion of data into Salesforce.
The flow of data is as follows:
* The integration looks up Contact records with a given email address and, if found, the integration adds a Task to the first matching Contact it finds.
* If a match is not found, the integration looks up Lead records with a given email address and, if found, the integration adds a Task to the first matching Lead it finds.
* If a match is not found, the integration will create a Lead and a Task for that newly created Lead.
What is one way in which the integration can stay near real-time, but not exceed the number of allowed API calls in a 24-hour period?
- A. Use the REST API as well as the SOAP API to effectively double the API calls allowed in a 24-hour period.
- B. Write a custom Apex web service that, given an email address, does all of the logic the integration code was doing.
- C. Create an Inbound Message that, using Flow, can do all of the logic the integration code was doing.
- D. Create several Apex InboundEmailHandlers to accept calls from the third-party system, thus bypassing the API limits.
Answer: D
Explanation:
Explanation/Reference:
NEW QUESTION 68
When documenting requirements, it is important to include the customer preferred designed choices.
- A. True
- B. False
Answer: B
Explanation:
It is not recommended to include design choices in the requirements documents.
NEW QUESTION 69
On the Change Record form, the Process Flow Formatter is used to __________.
- A. Show the current State of Change
- B. Configure the Change Management lifecycle
- C. Show State history of a Change
- D. Visually depict the Change Workflow
Answer: D
Explanation:
NEW QUESTION 70
You should activate surveys because they are not activated for incidents, by default.
- A. True
- B. False
Answer: A
NEW QUESTION 71
Which of the following outlines the ways changes may be related to incidents?
- A. A change is required to investigate the cause of an incident.
- B. Incidents cause changes. Investigation of changes may indicate the need for incidents to be generated.
- C. Incidents may be caused by changes. Investigation of incidents may indicate the need for a change.
- D. Incidents and changes are separate processes that have little interaction.
Answer: C
NEW QUESTION 72
A user has the VIP field set to true on their User [sys_user] record. When that user is selected as the Caller on an Incident, which of the following statements are true in a baseline platform configuration? Select all that apply.
- A. The Priority field calcultation is adjusted to increase Priority by 1
- B. The user's name is shown in red in the Caller field
- C. A 'VIP' decoration is displayed next to the Caller field
- D. SLA workflow conditions for VIP trigger additional notifications to the manager of the Assignment Group
Answer: B
Explanation:
NEW QUESTION 73
Which of the following describes the purpose of User Criteria when used in the Service Catalog application?
- A. Replace Access Controls to provide security to Requests
- B. Determine who can see Catalogs and Items
- C. Determine who can see Categories and Items
- D. Pre-fill user preferences on Catalog order forms
Answer: C
NEW QUESTION 74
Which of the following are available Topic Blocks for ITSM Virtual Agent? Select 3 Answers from the below options
- A. Create Incident
- B. Search Catalog Item
- C. Request Catalog
- D. Create Change
- E. Create Problem
Answer: A,B,C
NEW QUESTION 75
What is the minimum role required in order to delete a change?
- A. itil
- B. itil_admin
- C. Nobody can delete a change
- D. admin
Answer: B
NEW QUESTION 76
It is recommended to use "Changes to" instead of "Is" in notification conditions.
- A. True
- B. False
Answer: A
NEW QUESTION 77
Which role is required to close a Problem?
- A. itil
- B. problem
- C. The system automatically closes Problems
- D. puck_from_a_midsummer_nights_dream
- E. itil_admin
Answer: A
Explanation:
Explanation
itil closes problem
itil_admin can delete a problem
NEW QUESTION 78
Which of the following are valid problem tasks types? (Choose all that apply.)
- A. Implementation
- B. Investigation
- C. Assessment
- D. Root Cause Analysis
- E. General
Answer: D,E
NEW QUESTION 79
Which of the following CANNOT be performed by catalog_editor role?
- A. Maintain Categories
- B. Maintain Catalog Item
- C. Update Catalog.manager
- D. Update Catalog Definition
Answer: C
Explanation:
Update Catalog.manager can be done by a user with role catalog_manager.
NEW QUESTION 80
Which of the following roles can update change type?
- A. itil
- B. None of the listed answers
- C. change_manager
- D. itil_admin
Answer: B
Explanation:
Explanation
Once a change is created, it is not possible to change the change type.
NEW QUESTION 81
In the baseline configuration for change management, how do users access approved Standard Change Templates?
- A. Standard Change Proposal table
- B. Standard Change Catalog
- C. Apply a template to a new Change form
- D. Browse for Standard Changes within the Technical Catalog
Answer: B
Explanation:
NEW QUESTION 82
Configuration items can be created from asset management.
- A. True
- B. False
Answer: A
Explanation:
One of the channels to create configuration items is from asset management.
NEW QUESTION 83
On a service catalog item, a customer has a requirement that the start_date is before the end_date.
Which approach is recommended to satisfy this requirement?
- A. Create a Business Rule that runs on Insert or Update of the Item
- B. Create a Catalog Client Script that triggers on Submit of the Item
- C. Create a Validation Script and associate it to the item
- D. Create a Catalog Client UI Policy that triggers on Load of the Item
Answer: B
Explanation:
Explanation/Reference:
NEW QUESTION 84
Given the class structure shown below, which types of Cls will be included in a report run against the cmdb_ci_computer table?
- A. Just Cls defined directly in cmdb_ci_computer
- B. Cls defined directly in cmdb_ci_computer and all parent classes
- C. Cls defined directly in cmdb_ci_computer and all child classes
Answer: C
NEW QUESTION 85
Which of the following are valid ways to change a problem's state to Closed? (Choose all that apply.)
- A. Manually change the state to Closed.
- B. Click on the Complete button.
- C. Automatically 7 days after being resolved.
- D. Empty the "Assigned to" the "Assignment group" fields.
- E. Automatically 10 days after being resolved.
Answer: B
Explanation:
Explanation
In the baseline instance, there's no automatic closure of problems. Users cannot change the state from the State field because it is disabled. User should click on the Complete button.
NEW QUESTION 86
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