Exam Code: C9560-656 (Practice Exam Latest Test Questions VCE PDF)
Exam Name: IBM SmartCloud Control Desk V7.5 Service Request Management Implementation
Certification Provider: IBM
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Q61. The Source field indicates how the Service Request was originated. How is the list of possible values changed? 

A. modify the maximo.properties file 

B. edit the TSDTKTSOURCE synonym domain 

C. edit the Service Request application with the Application Designer application 

D. extend the Java class associated with the Source field on the Service Request application 

Answer: B 


Q62. How does a service desk agent report the labor time spent for each activity related to resolving a problem? 

A. Use the Time Tracking section 

B. Apply a Service Level Agreement to the problem ticket 

C. Add the labor, start time, and end time in the Failure Reporting tab 

D. Use the buttons Start Timer and Stop Timer in the Problem application 

Answer: A 


Q63. In IBM SmartCloud Control Desk V7.5, which two calendar types are available to be used with Service Level Agreements in the Service Level Agreement application? (Choose two.) 

A. Time Calendar 

B. Custom Calendar 

C. Frequency Calendar 

D. Applies To Calendar 

E. Calculation Calendar 

Answer: D,E 


Q64. In the Self Service property file, link<x> defines a function that is available in the Self Service Center. What does the x refer to? 

A. The name of the function 

B. The name of the application 

C. The position of this function in the menu 

D. The name of the process that will be linked to the Self Service Center 

Answer: C 


Q65. What is the purpose of the Automation Scripts application? 

A. to generate scripts and compile Java files to automate routine tasks 

B. to generate scripts and compile Java files to automate data importation 

C. to implement scripts to automate routine tasks without having to recompile Java files 

D. to implement scripts to automate data importation without having to restart the server 

Answer: C 


Q66. Which feature in IBM SmartCloud Control Desk V7.5 helps a service desk agent create incidents quickly? 

A. A job plan that provides a template to standardize work tasks. 

B. A web macro function that records all the actions and can be re-run to perform repeatable tasks. 

C. Multiple ticket templates applied to the same incident save time and make operations more efficient. 

D. A simplified view containing few fields where it is possible to pick one common request as a template. 

Answer: D 


Q67. What must be true for a Ticket Template to be applied to a ticket? 

A. The Ticket Template must be in Active status. 

B. The Ticket Template must have a Class defined. 

C. The Ticket Template must have an Organization defined. 

D. The Ticket Template must have the same site as the logged in user. 

Answer: A 


Q68. The Internal Priority of a problem is determined by which two fields? (Choose two.) 

A. Impact 

B. Urgency 

C. Target Finish Date 

D. Affected By Person 

E. Service Level Agreement 

Answer: A,B 


Q69. An incident may be associated with which two record types? (Choose two.) 

A. Asset 

B. Calendar 

C. Item Master 

D. Purchase Order 

E. Configuration Item 

Answer: A,E 


Q70. A user created a service request using the Self Service Center yesterday. How can they add or update additional data to the request today? 

A. add a log entry 

B. report a new issue 

C. add a request entry 

D. update the request template 

Answer: A