[Free] 2017(Sep) EnsurePass Testking IBM C2010-656 V13 Dumps with VCE and PDF 31-40

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IBM SmartCloud Control Desk V7.5 Service Request Management Implementation

Question No: 31 – (Topic 1)

Which two IBM SmartCloud Control Desk V7.5 objects can be used to control how a Service Request offering is fulfilled?(Choose two.)

  1. Actions

  2. Workflow

  3. Escalation

  4. Work Order

  5. Response Plan

Answer: B,E

Question No: 32 – (Topic 1)

In IBM SmartCloud Control Desk V7.5, which two fields can use substitution variables in the Communication Templates application? (Choose two.)

  1. To

  2. Subject

  3. Reply To

  4. Message

  5. Send From

Answer: B,D

Question No: 33 – (Topic 1)

What type of record is required for the E-mail Listener application to process an incoming e-mail message?

  1. user

  2. person

  3. administrator

  4. a valid e-mail addressfrom the sender

Answer: B

Question No: 34 – (Topic 1)

Which field can be defined on a Ticket Template?

  1. Vendor

  2. Source

  3. Customer

  4. Service Level Agreement

Answer: A

Question No: 35 – (Topic 1)

What must be true for a Ticket Template to be applied to a ticket?

  1. The Ticket Template must be in Active status.

  2. The Ticket Template must have a Class defined.

  3. The Ticket Template must have an Organization defined.

  4. The Ticket Template must have the same site as the logged in user.

Answer: A

Question No: 36 – (Topic 1)

Which statement is true regarding tasks on job plans?

  1. Tasks can contain a nested job plan.

  2. Tasks can be added to job plans to track actuals.

  3. The sequence is auto-generated when a task is added to a job plan.

  4. Estimates can be added for labor, materials, service groups, and tools for the task.

Answer: A

Question No: 37 – (Topic 1)

Which statement is true regarding search functions?

  1. It is possible to select additional attributes to search in the Global Search application.

  2. It is possible to select additional objects/classes to search in the Global Search application.

  3. It is possible to select additional attributes to search in the Self Service Global Search application.

  4. It is possible to select additional objects/classes to search in the Self Service Global Search application.

Answer: A

Question No: 38 – (Topic 1)

What is the purpose of creating a problem record?

  1. to send an e-mail communication to a user with the status of their issue

  2. to enable the connection between an Incident record and a Changerecord

  3. to escalate an incident to a problem team when a more difficult technical solution or change to a production environment is required for resolution

  4. to capture an unknown, underlying cause of one or more incidents so that similar incidents in the future are prevented or have a lesser business impact

Answer: D

Question No: 39 – (Topic 1)

IBM SmartCloud Control Desk V7.5 provides new user interlaces of simplified and expert for the Service Requests, Incidents, and Changes applications. How can user accessto the desk agent simplified view be revoked?

  1. set the global system property desk.agent.sdadeskagent to 0

  2. set the global system property desk.agent.simplified.view to FALSE

  3. uncheck the Show Desk Agent Simplified View application option in the User Security application

  4. uncheck the Show Desk Agent Simplified View application option in the Security Groups application

Answer: D

Question No: 40 – (Topic 1)

A customer is going through an internal quality audit. The auditor is asking for evidence showing thate-mails have been sent from Service Request and Incident applications.

Knowing this information can be pulled from the Communication Log sub tab, which

statement is true?

  1. Only e-mails associated to Communication templates are stored.

  2. Only e-mails created using the Select Action menu are stored and keep associations to Service Requests or Incidents.

  3. Communication associated with an escalation or workflow are stored and keep an association to Service Requests or Incidents.

  4. Evidence should be pulled through the Communication Template application since an e- mail does not keep an association to its Service Request or Incident.

Answer: C

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