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Q11. IBM SmartCloud Control Desk V7.5 provides new user interlaces of simplified and expert for the Service Requests, Incidents, and Changes applications. Which action revokes user access to the Desk Agent Expert view?
A. modification of the global system property only
B. modification in the Security Groups application only
C. modification in the Person Group and Database Configuration applications
D. modification of the global system property and in the Security Groups application
Answer: B
Q12. Which field can be defined on a Ticket Template?
A. Vendor
B. Source
C. Customer
D. Service Level Agreement
Answer: A
Q13. Which statement is true of statuses on job plans?
A. An ACTIVE job plan cannot be edited without a revision.
B. Job plans in any status can be viewed from other applications.
C. The NOTREADY status is the default status for new job plans.
D. The status of a job plan can be changed to INACTIVE at any time.
Answer: A
Q14. IBM SmartCloud Control Desk V7.5 provides new user interlaces of simplified and expert for the Service Requests, Incidents, and Changes applications. How can user access to the desk agent simplified view be revoked?
A. set the global system property desk.agent.sdadeskagent to 0
B. set the global system property desk.agent.simplified.view to FALSE
C. uncheck the Show Desk Agent Simplified View application option in the User Security application
D. uncheck the Show Desk Agent Simplified View application option in the Security Groups application
Answer: D
Q15. What are three purposes of the Offering dialog in the Self Service Center? (Choose three.)
A. Modify the offering type
B. re-classify the offering instance
C. display the details of a descriptive offering
D. allow the users to overwrite the offering workflows
E. allow the user to launch the service for an action offering
F. collect attribute information from the user for fulfillment of the service
Answer: C,E,F
Q16. Which statement is true about adding keywords to a solutions record?
A. New keywords can only be added by the owner of the solution.
B. New keywords can only be added from the Domains application.
C. New keywords can only be added from the Solutions application.
D. The keywords list is predefined during implementation and cannot be modified.
Answer: C
Q17. When is it possible to create a cart template in IBM SmartCloud Control Desk V7.5?
A. When there are no items in the shopping cart.
B. Only when the shopping cart is in Draft status.
C. When no tickets are active on the shopping cart.
D. When one or more items are in the shopping cart.
Answer: D
Q18. Which action should be taken by an agent before resolving an incident?
A. Complete each worklog entry
B. Mark the incident as a known issue
C. Enter symptom, cause, and resolution in the Solution Details tab
D. For global incidents, each related incident must be resolved manually
Answer: C
Q19. In IBM SmartCloud Control Desk V7.5, which two fields can use substitution variables in the Communication Templates application? (Choose two.)
A. To
B. Subject
C. Reply To
D. Message
E. Send From
Answer: B,D
Q20. Which user must be used to delete the Incident queries installed from the Service Desk content?
A. any user
B. a database user
C. only MAXADMIN
D. only the user that created the query
Answer: D