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NEW QUESTION 43
Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?

• A. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
• B. Select View > Detach.
• C. Unlock and publish the new selected profile value.
• D. Modify the Profile Value and save.
• E. Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.
• F. Lock the Profile Option for editing.

Answer: A,C,D

NEW QUESTION 44
Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.

• A. The hierarchical structure of the categories helps to improve the service request classification.
• B. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.
• C. Categories facilitate the assignment of an agent to the service request.
• D. Categories determine the steps an agent must follow to close the service request.
• E. Filter the selection of the product related to the service request, when filtering by a particular category.

Answer: A,B,C

NEW QUESTION 45
Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

• A. In Advanced Search, save and select the "Set as Default" box.
• B. Click the Show Advanced Search icon.
• C. In Advanced Search, confirm Record Set = Assigned to Me.
• D. In Advanced Search, Add Channel Type = Web.
• E. Change the section identified with Status = New
• F. In Advanced Search, select Action > Update.

Answer: A,B,C,D,E

NEW QUESTION 46
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