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NEW QUESTION 43
Your customer has three service request child categories under the top-level service request category “Accounts”:
Gold Accounts
Silver Accounts
Basic Accounts
You now want to disable the “Silver Accounts” category.
Which option meets the requirement?
- A. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the “Accounts” Category and expand it, select the “Gold Accounts” and “Basic Accounts” child categories and click the “Inactive” button.
- B. In Setup and maintenance > Service > Setup > Service Request > manage service Request Child categories, search for the “Accounts” category and deselect the “Active” Column.
- C. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the “Silver Accounts” Category and expand it, click the “Inactive” button.
- D. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the “Accounts” Category and expand it, select the “Silver Accounts” child category and deselect the “Active” Column.
Answer: C
NEW QUESTION 44
Milestones are not getting applied to service requests in the customer environment.
Identify three causes.
- A. The Starts When criteria of the milestones is not True.
- B. The scheduled process has not been set up.
- C. Entitlement rules are not valid for the service request.
- D. No default coverages are set up.
Answer: A,B,D
NEW QUESTION 45
A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.
- A. Service requests
- B. Contacts
- C. Social network
- D. Sales opportunities
- E. Notes
Answer: A,C,D
NEW QUESTION 46
One of your service agents needs a new search filter on his Service Requests’ list page.
How can the agent achieve this?
- A. Create several personalized searches and create them to each other.
- B. Create a new search through the application composer.
- C. Add fields from the advanced search functionality.
- D. Grant the agent Administrator permissions to add new search filters.
Answer: B
NEW QUESTION 47
Your customer is asking for a modification of Lookup Types in Service Request.
You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks.
Which four lookups can be modified from this task list?
- A. Manage Service Request Queue
- B. Manage Service Request Resolutions
- C. Manage Service Request Status Values
- D. Manage Service Request Severities
- E. Manage Service Request Categories
- F. Manage Service Request Products
Answer: A,C,E,F
NEW QUESTION 48
……
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