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Q21. Under what circumstance should an incident be made global by checking the Global Incident check box? 

A. when an incident is related to a problem 

B. when the Affected By person is a Very Important Person 

C. when an incident affects many users or causes other issues 

D. when an incident needs to be managed by teams in different countries 

Answer: C 


Q22. When can a survey be deleted? 

A. When in Draft status 

B. When in Closed status 

C. After the survey report has been run 

D. After all responses to the survey have been responded to 

Answer: A 


Q23. If a response plan is applied to an existing work order, which two fields will be overwritten on the work order by the response plan if defined? (Choose two.) 

A. Priority 

B. Vendor 

C. Customer 

D. Owner Group 

E. Service Group 

Answer: B,D 


Q24. 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 


Q25. 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 


Q26. Which two record types can be found when a user performs a search in the Self Service Global Search application? (Choose two.) 

A. Offering 

B. Incident 

C. Problem 

D. Work Order 

E. Service Request 

Answer: A,E 


Q27. In the Catalogs application, how can an administrator quickly add several offerings into a catalog? 

A. In the Catalog tab, use the Select Offerings option 

B. Click on the Deploy Multiple Offerings icon on the toolbar 

C. Use the Add Multiple Offerings option in the Select Action menu 

D. In the Offerings tab, use the Add Offering option and select multiple offerings at once 

Answer: C 


Q28. 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 


Q29. Which statement is true about deleting cart templates in the Cart Template application? 

A. Cart templates can always be deleted. 

B. Cart templates in Active status cannot be deleted. 

C. Cart templates can be deleted only if no offerings have been added in them. 

D. Cart templates can be deleted only if they have not been added to any shopping cart. 

Answer: A 


Q30. 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