How is access to knowledge articles administered?

• A.Filter Conditions on the knowledge base
• B.User Criteria and User Roles
• C.User Criteria and Entitlements
• D.User Roles

Comment: *

Name: *

Email: *

Verification: *

Which field on a Configuration Item record may be used to expedite Incident routing and resolution?

• A.Approval group [change_control]
• B.Support Group [support_group]
• C.Maintenance Schedule [maintenance_schedule]
• D.Due Date [due]

Correct Answer: B

Comment: *

Name: *

Email: *

Verification: *

Which two types of metadata should be migrated between environments using change sets? (Choose two.)

• A.Account team roles
• B.Custom fields
• C.Standard field picklist values
• D.Email templates

Comment: *

Name: *

Email: *

Verification: *

Which of the following are valid channels to create incidents? (Choose three.)

• A.Service portal
• B.Inbound Email
• C.Social Media
• D.SMS
• E.Support Chat

Comment: *

Name: *

Email: *

Verification: *

In the baseline instance, which of the following views are available for incidents? (Choose three.)

• A.Master
• B.Metrics
• C.Password
• D.Agent View
• E.Workspace

Comment: *

Name: *

Email: *

Verification: *