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CA CAT-200 CA Service Desk Manager r12 Administrator Exam 10 Q&A

Version 3.0

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-2- Q: 1 What are the components of a notification rule? (Choose three)

A. Services B. Contacts C. Constraints D. Condition macro E. Message template

Answer: B, D, E Q: 2 Level 1 CA Service Desk Analysts can use the CA Service Desk Quick Profile page to:

A. Create templates B. Search knowledge documents for relevant information C. Search for information about the end user during a support call. D. Access the end user's computer and resolve the problem during the call.

Answer: C Q: 3 Each CA Service Desk role record MUST be configured with:

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A. One form group B. One service type C. Three work shifts, D. Two data partitions.

Answer: A Q: 4 For the Level 2 Analyst role, which additional My Queue items can you view on the Scoreboard? (Choose two)

A. My Incidents B. My Requests C. My Problems D. My Change Orders

Answer: C, D Q: 5 On which tab can you find Incidents related to a Problem?

A. Event Log tab B. Knowledge tab C. Attachments tab D. Attached Incidents tab

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Answer: D Q: 6 Which component enables you to track and take action on tickets automatically to help you avoid breaching Service Level Agreements (SLAs)?

A. Notification B. Service type C. Change order D. Object Manager

Answer: B Q: 7 On which items can you use templates to set values? (Choose three)

A. Log B. Task C. Incident D. Request E. Change Order

Answer: C, D, E Q: 8 What happens when First Call Resolution occurs?

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A. A Level 2 Analyst resolves Problems. B. All Workflow tasks are completed before closure. C. Problems are returned to a Level 1 Analyst Group for closure. D. Incidents and Requests are opened and closed at once by the Level 1 Analyst Group.

Answer: D Q: 9 When searching for Incidents, what must you type in the Incident Area field of the Incident List pane to display all Incidents where the Incident area begins with "net"?

A. *net B. net% C. %net D. %net%

Answer: B Q: 10 You need a combination of private and common categories for Incidents, Problems, Requests, and changes. To achieve this, you need to set up:

A. Multi-tenancy B. Service contracts C. Service contracts with data partitions Leading the way in IT testing and certification tools,


D. Service contracts with function access

Answer: A

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Topcerts CAT-200 Exam - CA Service Desk Manager r12 Administrator Exam  

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