Service Design
The Feature Formerly Known as Cloud 9
ServicePRO Configuration
Workspace
Assets and Reporting
100
Which type of notification CANNOT be sent when running a business rule?
a. Reminder b. QM c. Alert d. B and C
100
Which of the following is not a feature in the Cloud 9 mobile portal?
a. Messages b. Knowledge Base c. Quick Request Designer d. Workstation Audit
100
What type of privilege is required to submit a purchase request on behalf of another user?
a. Purchaser b. System administrator c. Submit d. A and C
100
What does ‘assign work’ mean in a service request?
a. The request is ‘in service’ of a support rep b. The request is hidden from the workspace of other support reps c. The request is in the inbox of the support rep d. A and B
100
My request is sitting in purchasing dispatch. Why can’t I approve it?
a. I don’t have the purchase approval privilege b. The request is more than three months old c. Request is not assigned to me d. Request cannot be approved in dispatch
200
A business rule cannot…
a. Route a request from dispatch to a queue folder b. Change the requester c. Route a request based on user satisfaction d. Update a request with a memo
200
What are some of the advantages of using the Cloud 9 self-serve portal as an end user?
a. You can submit requests for new knowledge base articles b. You can view and reply to messages from the home page c. You can search for your requests d. B and C
200
What privilege is required to access RBAC?
a. ServicePRO Administrator b. Access Provider c. Access Control d. RBAC Administrator
200
Which of the following statements are false regarding the workspace?
a. Requests with ‘undefined’ priority appear at the top of the list b. You can customize your queue folder view c. All users can view the ‘In dispatch’ folder d. Only OUs that user is assigned to appear in the workspace tree
200
Assets can be allocated to which of the following?
a. Service Request type b. Team c. Another Asset d. None of the above
300
Which of the following objects can you add custom fields to?
a. Queues b. Best Solutions c. Purchase orders d. All of the above
300
Which of the following is true regarding the Cloud 9 self-serve portal?
a. KB articles are suggested to end users when logging request b. End users can view a chart displaying no. of closed and open requests c. End users can filter their request view based on wait state d. All of the above
300
When importing users from AD what happens if the OU field is empty in AD?
a. SP leaves their OU field blank b. SP assigns them to the root level OU c. SP assigns them to a default OU d. The user does not get imported
300
Which of the following can be done from a closed request?
a. Assign work b. Create a knowledge base article c. Change the requester d. B and C
300
What happens when a product is received via the purchase order process?
a. The received product gets added to the list of products in the database b. The purchase order is closed c. The received product becomes an asset and is allocated to inventory d. The product is placed in the office of the requester
400
Why can’t I see my custom request type in the dropdown menu in a service request?
a. I don’t have the privilege needed to see it b. Request Type is not associated to the current category c. Request type is not associated to my team d. All of the above
400
What is the best way to remove duplicate users from ServicePRO?
a. Delete one of the duplicate users b. Merge both users c. De-activate the duplicate user d. Rename the user in AD
400
Which of the following is a best practice in SP workflow?
a. Move all requests to inbox b. Move requests to ‘In Service’ from dispatch c. Work out of the ‘All workspaces’ view d. Move requests to ‘In Service’ from a queue folder
400
In query designer, who can view a public query?
a. All support reps b. Support reps with data analysis privilege c. ServicePRO Administrator d. All end users
500
If a request has been submitted by email with a blank subject line, which of the following will occur?
a. Request is not created b. Request is created in dispatch with a blank title c. Request is created in dispatch with the Email address in title d. Request is created in dispatch with the title of “no title provided”
500
If a request can be worked on by any one of three team members, what is the best practice for assigning this request?
a. Place this in the “In Service” of the team b. Place this in the “Queue” the three members are assigned to c. Place this in the “Queue” of the senior member of the team d. Place this in the “Queue” of the team member with the least amount of work
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