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2021 Aug C9560-656 exam question
Q71. Where can a user with proper privileges go to remove the My Requests section from the Self Service Center application?
A. the System Properties application
B. the Application Designer application
C. the configuration file for Self Service Center
D. the Self Service Center Configuration application
Answer: C
Q72. In IBM SmartCloud Control Desk V7.5, which two applications can be filtered by individual service or service group? (Choose two.)
A. Users
B. Actions
C. Contracts
D. User Groups
E. Work Orders
Answer: C,E
Q73. Which statement is true regarding the deletion of job plans?
A. Deleted job plans are viewable from lookup and display lists.
B. A job plan can be deleted by changing the status to DELETED.
C. A job plan can be deleted when it is not associated with a record.
D. A job plan can be deleted if it is associated with a record in any status.
Answer: C
Q74. What does the Catalogs application manage?
A. offerings in specific catalogs
B. user access to specific offerings
C. user access to specific catalogs
D. to specify an image for a specific catalog
Answer: A
Q75. What is the purpose of selecting the Known Error check box?
A. It copies the problem summary and details to a new Bulletin Board Message for all users to see.
B. It enables the New Row button on the Related Records tab so additional records can be linked to the problem.
C. It adds the problem to the collection of known errors that service desk agents use to provide quick resolution to related problems.
D. It removes the current problem from the list being worked by a problem analyst because it is already being worked with another record.
Answer: C
Abreast of the times C9560-656 exam question:
Q76. What type of record is required for the E-mail Listener application to process an incoming e-mail message?
A. user
B. person
C. administrator
D. a valid e-mail address from the sender
Answer: B
Q77. When a Ticket Template includes a Job Plan and is applied to an Incident, where will the tasks be listed?
A. On the Log tab
B. On the Activities tab
C. On the Specifications tab
D. On a work order listed on the Related Records tab
Answer: B
Q78. According to ITIL best practices1 what type of record is created first when a user reports an
abnormal situation?
A. Incident
B. Problem
C. Work Order
D. Service Request
Answer: D
Q79. In IBM SmartCloud Control Desk V7.5, which statement is true about escalation activation for a specific Service Level Agreement (SLA)?
A. An escalation can be activated if its validation fails.
B. When the status of a SLA is changed, the associated escalation changes status automatically.
C. When the Activate/Deactivate Escalation action is used to activate the escalation, the associated SLA changes status.
D. When an escalation is created for an active SLA, the Activate/Deactivate Escalation action must be used to activate the escalation.
Answer: D
Q80. Which two IBM SmartCloud Control Desk V7.5 objects can be used to control how a Service Request offering is fulfilled? (Choose two.)
A. Actions
B. Workflow
C. Escalation
D. Work Order
E. Response Plan
Answer: B,E