Question 1

A manager wants to run a report on the Computer catalog items, to see how many requests are being made for the add on extra memory, as compared with those requiring only the base memory. How would you meet this requirement?

ABuild report on SC Task table, Group by Variables for Computer > Extra memory

BBuild report on Requested Item table, Group by Variables for Computer > Extra memory

CBuild report on Task table, Group by Variables for Computer > Extra memory

DBuild report on Request table, Group by Variables for Computer > Extra memory

EBuild report on Catalog Item table, Group by Variables for Computer > Extra memory

Answer : B

Question 2

Which role would give you access to the CI Class Manager?

Aecmdb_admin Most Voted

Becmdb

Cclass_manager

Dsn_class_manager

Answer : A

Question 3

Your customer wants a catalog to contain two items:

1. A request with 1 approval and 2 fulfillment tasks

2. A link to a knowledge article

What type of item would you use to satisfy the requirement for the Construction request?

ACatalog Item Most Voted

BContent Item

CRecord Producer

DOrder Guide

Answer : A

Question 4

Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?

AProcesses

BFlows

CProcedures

DActions

EScripts

Answer : B

Question 5

What is KCS (Knowledge Centered Services)?

AA bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management

BA documented methodology to provide a set of best practices for creating and maintaining knowledge

CA dashboard with specific visualization of the different knowledge bases and categories

DAn application that helps agents and managers to create cases from Knowledge articles

Answer : B

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