XML exports of Knowledge Articles include Text but DO NOT include attachments.

• A.True
• B.False

Comment: *

Name: *

Email: *

Verification: *

On an incident, which of the following conditions will trigger the Reopen Count field value to be incremented?

• A.Submission of an incident by the same Caller with an identical short description
• B.State changes from Resolved to On Hold
• C.Assignment group changes from Service Desk to Software Group
• D.Update to an associated problem record

Comment: *

Name: *

Email: *

Verification: *

What is the minimum role required to delete a Problem?

• A.itil
• B.itil_admin
• C.problem
• D.admin

Comment: *

Name: *

Email: *

Verification: *

Consider the Apex controller above, that is called from a Lightning Aura Component.
What is wrong with it?

• A.Line 1: class must be global
• B.Lines 1 and 6: class and method must be global
• C.Line 6: method must be static
• D.Line 8: method must first serialize the list to JSON before returning

Comment: *

Name: *

Email: *

Verification: *

In Change Management, what is the purpose of the Risk Assessment Survey?

• A.Determine the Risk of the Change based on user responses to a Risk Assessment
• B.Determine the Risk of the Change based on Risk Conditions
• C.Survey CAB members to collectively assess Risk of each Change reviewed
• D.Automatically survey the environment to analyze the continuity of services to assess Risk

Comment: *

Name: *

Email: *

Verification: *