What type of record can be created from an incident record from the workspace view to track and
manage opportunities for improving a service or process?
Where is the online check-in banner message configured for walk-up experience on the service
Leveraging this feature with Walk-Up Experience can eliminate the need for users to manually look
up their name or email to join a walk-up queue.
What record type(s) can be created from an interaction through Agent Workspace? Select 3 Answers
from the below options
A. Service Catalog Request
B. Emergency Change
C. Standard Change
C, D, E
As of Orlando, this plugin is now active by default to support the Service Catalog.
Which of the following are available Topic Blocks for ITSM Virtual Agent? Select 3 Answers from the
A, B, E
Which of the following are possible values according to the outcome of the applied change policy?
Select 5 Answers from the below options
A, B, D, F, G
Selecting this option on a change approval policy will enable the ability to execute only on the first
matching decision condition instead of matching each decision condition.
What is the minimum role required to delete a CI?
What is the minimum role required to delete a Problem?
If you hover over the reference icon for a Caller, and a sys_popup view hasn't been configured, which
view is used?
If no sys_popup view is defined for a table, the Default view of the form will be used when a user
hovers over a
The Knowledge [kb_knowledge] table is extended from _________ .
Knowledge [kb_knowledge] is a base table; it does not extend another table
True or False: Within a Catalog Item, a 'Container Split' formatter is required between 'Container
Start' and 'Container End' to split variables into columns.
Which of the following is considered a best practice for managing the Valid To date for Knowledge
The default value for this field is set in the Dictionary to 2020-01-01. Users may manually select a
new date when
editing articles. However, this approach does not promote consistency for effective article
Consider setting the Valid to date as part of the publish Knowledge function in the KBWorkflow Script
Include. If the
Valid to date depends on the type of article (e.g. Policy or Support article), a copy of the
Publishing workflow may be created with a branch for each article type/ category. (Since categories
different for each Knowledge Base, this would not be appropriate to include in the Script
True or False: Every Catalog Item uses the same workflow to manage approvals.