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NEW QUESTION 23
Your client needs to associate a product item to a product group but cannot make the association. What should you check to identify the cause?
- A. Validate that Allow Duplicate is selected on the product item.
- B. Validate that the product item is active and published.
- C. Verify that Eligible for Service is selected on the product item.
- D. Verify that Root Catalog is selected on the product groups.
Answer: B
NEW QUESTION 24
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 Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child 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 Child categories, search for the "Accounts" category and deselect the "Active" Column.
Answer: C
NEW QUESTION 25
Milestones are not getting applied to service requests in the customer environment.
Identify three causes.
- A. Entitlement rules are not valid for the service request.
- B. The scheduled process has not been set up.
- C. No default coverages are set up.
- D. The Starts When criteria of the milestones is not True.
Answer: B,C,D
NEW QUESTION 26
Which two statements are true regarding the Audit History tab of a Service Request?
- A. It is enabled by default.
- B. It is available only to authorized administrators.
- C. It allows users to save searches for later reuse.
- D. It is searchable by date range, username, event type, event severity, and event duration.
- E. It is exportable to Excel.
Answer: A,C
NEW QUESTION 27
You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is some standard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: [email protected]. {# #SR0000003056# #}" Which statement is true?
- A. You have to edit the e-mail template and add HTML code to customize the standard text section.
- B. You can completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
- C. You can eliminate part of the standard message, but cannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
- D. You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
Answer: C
NEW QUESTION 28
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