QUESTION 10
What record type(s) can be created from an interaction through Agent Workspace? Select 3 Answers from the below options

QUESTION 11
A company wants to incorporate a third-party web service to set the Address fields when an Account is inserted, if they have not already been set.
What is the optimal way to achieve this?

QUESTION 12
Which of the following is NOT included in the Incident Management Lifecycle?

QUESTION 13
Universal Containers has a workflow rule that sends an email alert to the VP of Sales when a large deal is won. The VP is reporting that these emails are NOT being delivered.
Which two tools should be used to determine the problem? (Choose two.)

QUESTION 14
Which role is required to close a Problem?

QUESTION 15
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?

QUESTION 16
When implementing ServiceNow, deleting demo data and populating foundation data is often the first step.

QUESTION 17
Which of the following is NOT a feature provided by Knowledge Management OOTB?

QUESTION 18
Which of the following may NOT be published in a Service Catalog?

QUESTION 19
Which of the following can be achieved by a user with itil role? (Choose four.)

QUESTION 20
The change management lifecycle steps, in order, include:

QUESTION 21
Which of the following roles can delete a CAB definition?

QUESTION 22
Your customer wants to use the Normal change model, but wants to add another level of approval for changes relating to the Service, SAP Enterprise Services.
What should you do to satisfy this requirement?

QUESTION 23
Which of the following CANNOT be performed by catalog_editor role?

QUESTION 24
Which two statements are true regarding Salesforce Customer Community members? (Choose two.)

QUESTION 25
An Apex Trigger creates a Contract record every time an Opportunity record is marked as Closed and Won.
This trigger is working great, except (due to a recent acquisition) historical Opportunity records need to be loaded into the Salesforce instance.
When a test batch of records are loaded, the Apex Trigger creates Contract records. A developer is tasked with preventing Contract records from being created when mass loading the Opportunities, but the daily users still need to have the Contract records created.
What is the most extendable way to update the Apex Trigger to accomplish this?

QUESTION 26
Which of the following is NOT an option in the incident’s Resolution code drop down list?

QUESTION 27
The Marketing Manager has requested that a field be added to each account that displays the number of contacts associated with the account. The manager wants to use this field as part of an email marketing segmentation strategy.
How can this requirement be met?

QUESTION 28
How many classes extend the Base Configuration Item [item]?

QUESTION 29
In Change management, what allows customers to define condition based flows for a fit for purpose model?

QUESTION 30
Which one of the following is the GOAL of Incident Management?

QUESTION 31
Which two values roll up the hierarchy to the manager for Collaborative Forecasting? (Choose two.)

QUESTION 32
Which table can be used to build a report to see which knowledge articles are no longer viewed by users?

QUESTION 33
On a request form, the requester needs to indicate when they need to receive the item.
What Variable type would you use for this information?