What are the essential configuration steps to automatically create a service ticket when an e-mail comes in?
Note: There are 3 correct answers to this question.

• A.Configure the e-mail address in the communication channel.
• B.Set scoping questions and outgoing e-mail details in fine-tuning.
• C.Create an e-mail template for responses.
• D.Set up service categories and service catalogs.
• E.Create an account with the e-mail address of the customer.

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Which objects can be used within ticket creation to automatically determine the registered product?

• A.Installation Point
• B.Warranty
• C.Product
• D.Installed Base

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Question 35: What are the scenarios that enable users to broadcast reports by e-mail? Note: There are 2 correct answers to this question.

• A.On every save of the report
• B.Periodic scheduling
• C.Ad-hoc broadcasting
• D.On specific report creation

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Which of the following scoping questions needs to be flagged to enable automatic ticket creation based on incoming e-mails?

• A.Do you want to enable agents to respond to tickets using an external e-mail client?
• B.Do you want to download an add-in for Microsoft Outlook?
• C.Do you want to support e-mail channels for corporate accounts?
• D.Do you want to enable internal memos for tickets?

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What can the service categories in the service catalog be used for? Note: There are 3 correct answers to this question.

• A.Controlling validity of the service catalog
• B.Controlling responsibility
• C.Determining service level assignments
• D.Determining fine-tuning settings
• E.Reporting

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