Given the entitlement rules below, if ahigh-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
* Condition Column Severity = High
* Calendar = 9AM to 5 PM, Monday - Friday, US EST
* Resolution Metric = 2880
* Resolution Warning Threshold 120
* First Response Metric= 360
* First Response Warning Threshold

• A.If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
• B.Resolution is due on Saturday, 2 PM EST.
• C.First Response is due on Friday, 12 noon EST.
• D.If the SR is not resolved,Resolution warning will occur on Monday, 12 noon EST.

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Your customer is not able to use category filters for search and recommended results of Knowledge articles in his environment.
Which of the following is causing this behavior?

• A.The profile CSO_ENABLE_SVC_KMHOME is set to Y.
• B.The user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.
• C.The profile CSO_ENABLE_CATEGORY_FILTER is set to N.
• D.The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.
• E.The batch job for recommendations has not been executed.

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Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not beingreceived.
What is the problem?

• A.Incorrect configuration of the inbound profile option:
  SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.
• B.Incoming messages have a custom filter.
• C.An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
• D.The configured frequency to retrieve emails is too long.

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Which two keyboard shortcuts can be modified?

• A.Cancel
• B.Save and Continue
• C.OK
• D.Save and Close
• E.Create Service Request

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Your customer has three service request child categories under the top-level service requestcategory
"Accounts":
* Gold Accounts
* Silver Accounts
* Basic Accounts
You now want to disable the "Silver Accounts" category.
Which option meets the requirement?

• A.In Setup and maintenance > Service > Setup > Service Request > manage service Request Childcategories, search for the "Accounts" category and deselect the "Active" Column.
• B.In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Silver Accounts" Category and expand it, click the "Inactive" button.
• C.In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.
• D.In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.

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