It is possible to create two different sets of priority rules for incidents and problems.

• A.True
• B.False

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Which module to use in order to modify the field mapping of the Known Error articles?

• A.Knowledge > Administration > Field Mapping
• B.None of the listed answers
• C.Knowledge > Field Mapping
• D.Knowledge > Articles > Field Mapping

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If a script include has SNC in its name, it means it is safe to edit these script includes and upgrade will not be affected.

• A.False
• B.True

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Why it takes time for the workaround to appear in the linked incidents' comments when the "Communicate Workaround" is clicked in a problem?

• A.The system waits an action from the user to close the problem and then the workaround will be copied.
• B.The query used to filter linked incidents is very complex and it takes time to run.
• C.The "Communicate Workaround" uses an event which must be processed.
• D.There's a scheduled job that runs every day at midnight to add the comment to linked incidents.

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Which platform feature is used to determine whether an incident meets the conditions for First Call Resolution?

• A.First Call Resolution field
• B.Metric
• C.Benchmark
• D.Business Rule

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