Which of the following can be achieved by a user with itil role? (Choose four.)

• A.Delete CI
• B.Associate CI to Task
• C.Add CI to Change Request
• D.Create CI Class
• E.Create CI

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In which phase of the incident management lifecycle do incidents typically gel escalated?

• A.Initial Analysis and Submission
• B.Investigation and Diagnosis
• C.Resolution and Closure
• D.Creation and Classification

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Universal Containers uses Big Objects to store almost a billion customer transactions called Customer_Transaction__b.
These are the fields on Customer_Transaction__b:
Account__c
Program__c
Points_Earned__c
Location__c
Transaction_Date_c
The following fields have been identified as Index Fields for the Customer_Transaction__b object:
Account__c, Program__c, and Transaction_Date__c.
Which SOQL query is valid on the Customer_Transaction__b Big Object?

• A.SELECT Account__c, Program__c, Transaction_Date__c FROM Customer_Transaction__b WHERE Account__c = '001R000000302D3' AND Program__c LIKE 'Shop%' AND Transaction_Date__c=2019-05-31T00:00Z
• B.SELECT Account__c, Program__c, Transaction_Date__c FROM Customer_Transaction__bWHERE Account__c = '001R000000302D3' AND Program__c ='Shoppers' AND Transaction_Date__c=2019-05-31T00:00Z
• C.SELECT Account__c, Program__c, Transaction_Date__c FROM Customer_Transaction__b WHERE Account__c = '001R000000302D3' AND Program__c INCLUDES ('Shoppers', 'Womens') AND Transaction_Date__c=2019-05-31T00:00Z
• D.SELECT Account__c, Program__c, Transaction_Date__c FROM Customer_Transaction__b WHERE Account__c = '001R000000302D3' AND Program__c EXCLUDES ('Shoppers', 'Womens') AND Transaction_Date__c=2019-05-31T00:00Z

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Even Though some catalog items approval workflow might be similar, it is recommended to have separate approval workflow for each catalog item.

• A.True
• B.False

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Universal Containers is implementing a new lead status process and wants to be able to do the following:
* Track leads through five different status values.
* Run reports showing the duration a lead spends in each status.
* Run full Lifetime reports of a lead from creation to conversion.
* Prevent leads from skipping a lead status.
How can these requirements be met?

• A.Use an Apex trigger to populate custom date fields for each status, and use custom formula fields for calculating duration of each status.
• B.Use custom date fields and workflow rules for each status, and use custom formula fields for calculating duration of a status. Use validation rules to prevent status skipping.
• C.Use field history tracking on the lead status field to track the duration of each status. Use validation rules to prevent status skipping.
• D.Use lead history reporting to track changes in the lead status field, and use custom reporting fields to calculate status duration. Use validation rules to prevent status skipping.

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