Draft stories are outputs of requirements workshop(s).

• A.True
• B.False

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Which of the following is set as the default value for Category in Incident form?

• A.Hardware
• B.Inquiry
• C.Software
• D.None of the listed values

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An administrator wants to pull data related to service contracts from Salesforce to store elsewhere on a monthly basis.
Which two ways can an administrator accomplish this? (Choose two.)

• A.Use Data Exporter to export the data each month.
• B.Use the "Object Export" feature under Data Management.
• C.Use Data Loader to export the data each month.
• D.Configure the "Schedule Export" option under Data Export.

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When an end-user (with no roles in the platform) submits an Incident using the Self-Service interface or Service Portal, Related Search Results automatically display search results from Knowledge Bases and Service Catalogs. These Related Search Results are a form of __________ ?

• A.Live Agent Intervention
• B.Incident Avoidance
• C.Service Marketing
• D.Incident Deflection

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How is access to knowledge articles administered?

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

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