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Question 1

What is KCS (Knowledge Centered Services)?

Options :

A :

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

B : A documented methodology to provide a set of best practices for creating and maintaining knowledge

C : A dashboard with specific visualization of the different knowledge bases and categories

D : An application that helps agents and managers to create cases from Knowledge articles

Answer: B

Question 2

What IT challenges can be solved with the CMDB?

Select 3 Answers from the below options.

Options :

A : Consolidate disparate Configuration Item (CI) data into a single Configuration Management Database.

B : Capture known Configuration Items (CIs).

C : Make sense of data to drive decisions and services.

D : Regularly maintain complex data for accuracy.

E : Store well-defined relationships.

Answer: A,C,D

Question 3

A custom Visualforce controller calls the ApexPages.addMessage() method, but no messages are rendering on the page. Which component should be added to the Visualforce page to display the message?

Options :

A : < apex:message for="info"/ >

B : < apex:facet name="messages" / >

C : < apex:pageMessage severity="info" / >

D : < apex:pageMessages / >

Answer: D

Question 4

Which of the following service catalogs are available OOTB as demo data? (Choose two.)

Options :

A : Software Catalog

B : Technical Catalog

C : Service Catalog

D : ITSM Catalog

E : Hardware Catalog

Answer: B,C

Question 5

What is the module that is used to navigate to CI Relationships?

Options :

A : CMDB > CI Relationships

B : Configuration > CI Relationships

C : Configuration > Relationships

D : None of the listed answers

Answer: D