Which actions are needed to see the restriction rules in access restrictions? Note: There are 3 correct answers to this question.

• A.Set the write access to restricted.
• B.Set the read and write access to restricted.
• C.Set the read access to restricted.
• D.Set the access rights to display.
• E.Set the access rights to edit.

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Which feature helps to ensure that e-mail responses sent by the service agent have the correct branding?

• A.Workflow rules
• B.Knowledge base
• C.Routing rules
• D.Templates

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What can you do with the add-In for Microsoft Outlook? Note: There are 2 correct answers to this question.

• A.Add an account team member.
• B.Use e-malis as a response to a ticket.
• C.Add a reference to an account.
• D.Add a reference to a service contract.

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Which best practice actions are suggested for incident management? Note: There are 3 correct answers to this question.

• A.Always include step-by-step instructions on how to recreate the issue.
• B.Report the incident from the screen in which the issue occurs.
• C.Keep the incident lightweight and use screenshots only if it is necessary.
• D.Always create the incident with medium priority and adjust it later if applicable.
• E.Check for solutions in the Help Center.

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

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