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NEW QUESTION 22
Which three steps are required to set up a standard coverage for the following scenario: High Severity SRs must be worked round-the-clock and resolved in 24 hours (a First Response metric is not required), and the owner should be warned of pending expiration three hours before expiration?

A. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.B. Do not choose any optional criteria columns.C. Choose all optional result columns.D. Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by 7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates

Answer: A,B,D

 

NEW QUESTION 23
Which three subobject functions are included in the REST API for Service Requests (SRs)?

A. Update resource memberB. Update resource managerC. Update SR referenceD. Delete activityE. Delete message

Answer: A,C,D

 

NEW QUESTION 24
Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4 to 2.
Which two steps do you have to follow to limit the channel capacity as required?

A. Select the Manage Capacities task.B. In the Work Assignments section, modify the default value in the Capacity field to a new value.C. In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.D. Modify the default values in the Capacity fields for the channels.

Answer: C,D

 

NEW QUESTION 25
Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a new catalog.
What are two advantages of creating a new service catalog instead of using an existing one?

A. allows use of a simpler hierarchyB. allows the display of a product hierarchy specifically for service purposesC. allows you to use the same product hierarchy as salesD. requires less work and effort

Answer: C,D

 

NEW QUESTION 26
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