Question 1

You are looking at a list of Active incidents. You want to exclude incidents with the state of Resolved. How might you do that?

Options :

A : On the list of records, locate the right-click on the Resolved value, select Exclude.

B : Click Funnel icon, click AND, Select Resolved, is Not State click Run

C : On state column title, right-click, select Filter Out > Resolved

D : On Search, select State, type not Resolved, press enter

E : On the list of records, locate and right-click on the Resolved value, select Filter Out

Answer: E

Question 2

You have been asked to create a way for users to order a new iPhone, but only if they get two levels of approval. The approvers and users should be automatically notified at each approval level. What feature would you use to manage the approvals and notifications?

Options :

A : Parent-Child Approvers.

B : Approval Chains

C : Flows

D : Approval Criteria

E : Approver Delegates

Answer: C

Question 3

Which module would you use to create a new automation of business logic such as approvals, tasks, and notifications?

Options :

A : Process Automation > Flow Designer

B : Process Automation > Flow Administration

C : Process Automation > Workflow Editor

D : Process Automation > Process Flow

E : Process Automation > Active Flows

Answer: A

Question 4

What are benefits of assigning work tasks to a group, rather than to an individual? (Choose four.)

Options :

A : Group members can choose their tasks from My Groups Work

B : Groups can assign tasks to users based on on-call schedules

C : Site support members can pick tasks, based on Location

D : Groups can assign tasks to users based on skills

E : Group members can avoid tasks, which are nearing SLA breach

F : Groups can assign tasks to users based on availability

Answer: A,B,C,D

Question 5

How would you define an Access Control, to allow a user with iti role to have permission to create incident records?

Options :

A : Name: incident''; Permission: write; Role: itil

B : Name: incident Any, Operation: write, Permission: itil

C : Name: incident.*; Operation: write; Permission: itil

D : Name: incident None, Permission: create: Role: itil

E : Name: incident. None; Operation: create; Role: itil

Answer: E

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