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NEW QUESTION # 55
Which of the following actions on the Incident table require the itil_admin role?
- A. Delete Incident
- B. Update Incident
- C. Close Incident
- D. Archive Incident
Answer: A
Explanation:
NEW QUESTION # 56
On a request form, the requester needs to indicate when they need to receive the item.
What Variable type would you use for this information?
- A. Due Date
- B. Date Picker
- C. Duration
- D. Date
Answer: B
NEW QUESTION # 57
What should you do to customize the fields that get copied from incident when creating a problem from an incident?
- A. Modify the "com.snc.problem.create_from_incident.attributes" property in Problem properties.
- B. Modify the "com.snc.incident.create_problem.attributes" property in Incident properties.
- C. Modify the UI Action script that is used to create problem.
- D. Modify the "com.snc.problem.copy_from_incident.attributes" property in Problem properties.
Answer: A
NEW QUESTION # 58
How to modify the attributes copied from a problem into a change when creating a change from a problem?
- A. Modify the "com.snc.change.create_from_problem.attributes" property in Change properties
- B. Modify the "com.snc.problem.create_change.attributes" property in Problem properties
- C. Modify the "com.snc.change.copy_from_from.attributes" property in Change properties
- D. Modify the UI Action script that is used to create change
Answer: D
NEW QUESTION # 59
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. SLA workflow conditions for VIP trigger additional notifications to the manager of the Assignment Group
- C. A 'VIP' decoration is displayed next to the Caller field
- D. The user's name is shown in red in the Caller field
Answer: D
Explanation:
NEW QUESTION # 60
Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes and decisions from the workshop.
What Now Create assets do you recommend they review, to prepare? (Choose two.)
- A. Service Catalog and Request Mgmt - Process Guide
- B. Service Catalog and Request Mgmt - Workshop Preparation Guide
- C. ITSM - Business Outcomes and Corresponding KPIs
- D. IT Service Management - Typical Challenges and Remediation
Answer: A,B
NEW QUESTION # 61
An administrator has been asked to create a replica of the production organization. The requirement states that existing fields, page layouts, record types, objects, and data contained in the fields and objects need to be available in the replica organization.
How can the administrator meet this requirement?
- A. Create a metadata sandbox.
- B. Create a full sandbox.
- C. Create a configuration-only sandbox.
- D. Create a developer sandbox.
Answer: B
NEW QUESTION # 62
Which of the following functions is NOT enabled by the Change advisory board (CAB) workbench?
- A. View a calendar of planned changes
- B. Provide video and chat capabilities during CAB meetings
- C. Define a schedule and related logistics for CAB meetings
- D. Document meeting notes and share with attendees
Answer: A
Explanation:
Explanation
The Workbench allows Change Managers to:
* Schedule a series of CAB meetings
* Manage meeting invitations and track meeting attendance
* Define CAB meeting agendas
* View a Change calendar
* Approve or reject Changes
* Review and take meeting notes
NEW QUESTION # 63
A developer gets an error saying "Maximum Trigger Depth Exceeded."
What is a possible reason to get this error message?
- A. The SOQL governor limits are being hit.
- B. A trigger is recursively invoked more than 16 times.
- C. A Process Builder is running that sends mass emails.
- D. There are numerous DML operations in the trigger logic.
Answer: B
NEW QUESTION # 64
When the Change Management - Risk Management plugin is enabled, which of
- A. the following statements reflects how the Risk of a Change Request will be set?
- B. Risk will be set to the average Risk value evaluated by the Risk Calculator and Risk Assessment
- C. Risk will be set to the highest Risk value evaluated by the Risk Calculator and Risk Assessment
- D. Risk will be set to the lowest Risk value evaluated by the Risk Calculator and Risk Assessment
Answer: C
Explanation:
Explanation
The Change Management - Risk Assessment plugin adds an additional factor to be used when calculating risk. Risk assessment surveys may be defined based on type of change or other condition. Then, users may click Fill Out Risk Assessment and complete the survey questions.
Responses are scored and t he overall score is matched against thresholds to calculate risk.
When the Calculate Risk UI Action is triggered, Risk Conditions are evaluated in order and the highest Risk value is returned
NEW QUESTION # 65
Benchmarks provide comparative insights relative to industry averages.
- A. True
- B. False
Answer: A
Explanation:
Explanation
NEW QUESTION # 66
The Change Management lifecycle steps, in order, include:
- A. Creation and Scoping -> Approval -> Implementation -> Closure
- B. Creation and Scoping -> Approval -> Implementation -> Resolution -> Closure
- C. Creation and Scoping -> Approval -> Control -> Closure
- D. Creation and Scoping -> Implementation -> Review -> Closure
Answer: A
Explanation:
NEW QUESTION # 67
How can an administrator ensure article managers use specified values for custom article fields?
- A. Create different article types for different requirements.
- B. Require a field on the page layout.
- C. Create a formula field on the article.
- D. Use field dependencies on article types.
Answer: D
NEW QUESTION # 68
Best Practices for using service catalog categories include _____________.
- A. Organize Categories in a way that your audience will understand.
- B. Use technical language that fulfillers will understand.
- C. Create many unique Categories to help organize your Catalog.
- D. Create as few Categories as possible.
Answer: A
Explanation:
NEW QUESTION # 69
What is the purpose of the "Send to event creator" check box in the notification form?
- A. To sends a monthly report to the author of an event with all the times an event was triggered during the month.
- B. It allows certain users to subscribe to these notifications.
- C. It allows an email to be sent to the user who triggered an event which caused a notification.
- D. It sends a notification to the author of the event every time the event is triggered.
Answer: C
Explanation:
Explanation
If "Send to event creator" checkbox is NOT selected in the notification form, no notification will be sent to the user who triggered the event which caused the notification.
NEW QUESTION # 70
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. Create an Inbound Message that, using Flow, can do all of the logic the integration code was doing.
- B. Use the REST API as well as the SOAP API to effectively double the API calls allowed in a 24-hour period.
- C. Create several Apex InboundEmailHandlers to accept calls from the third-party system, thus bypassing the API limits.
- D. Write a custom Apex web service that, given an email address, does all of the logic the integration code was doing.
Answer: C
Explanation:
Explanation/Reference:
NEW QUESTION # 71
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