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QUESTION: 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
QUESTION: 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
QUESTION: 3
Each CA Service Desk role record MUST be configured with:
A. One form group
B. One service type
C. Three work shifts,
D. Two data partitions.
Answer: A
QUESTION: 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
QUESTION: 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
Answer: D
QUESTION: 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
QUESTION: 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
QUESTION: 8
What happens when First Call Resolution occurs?
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
QUESTION: 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
QUESTION: 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
D. Service contracts with function access
Answer: A
QUESTION: 11
You are using a classic workflow. To cancel a Change Order, you must:
A. Set the Change Order status to canceled
B. Cancel all tasks, then close the Change Order
C. Complete all tasks, then close the Change Order
D. Run pdm_extract and pdm_load-r to remove the Change Order
Answer: A
QUESTION: 12
Which example represents a hierarchical area code in CA Service Desk?
A. Software.Network
B. Software/Network
C. Software>Network
D. Software- > Network
Answer: A
QUESTION: 13
A valid value for a stored query Key Performance Indicator (KPI) metric type is:
A. Max
B. Sum C.Count
D. Duration
Answer: C
QUESTION: 14
Which major layers does CA Service Desk consist of? (Choose four)
A. Client Layer
B. Object Layer
C. Cluster Layer
D. Component Layer
E. Logical Database Layer
F. Physical Database Layer
Answer: A, B, E, F
QUESTION: 15 For the Level 1 Analyst rote, which Scoreboard item shows all unpublished knowledge documents assigned to the Analyst?
A. Open
B. Inbox
C. Incidents
D. Requests
Answer: B
QUESTION: 16
When the status of Incidents is updated, where can you find the status changes?
A. Activity log
B. Activity history
C. Incident versions
D. Incident knowledge
Answer: A
QUESTION: 17 For the Level 1 Analyst role, where can you view the details of a selected Scoreboard item?
A. List pane
B. Knowledge tab
C. Quick Profile tab
D. Knowledge Documents folder
Answer: A
QUESTION: 18 When correctly defined and well functioning, which CA Service Desk feature can help you manage repetitive change procedures on a Change Order?
A. Workflow
B. Service orders
C. Task notifications
D. Configuration Items (CIs)
Answer: A
QUESTION: 19 You need to create new Key Performance Indicators (KPIs) that will provide you with sum, max, and duration metrics. Which type of KPIs provides you with the flexibility to meet this requirement?
A. SQL KPIs
B. Macro KPIs
C. System KPIs
D. Stored Query KPIs
Answer: A
QUESTION: 20 Level 3 CA Service Desk Analyst, Indira Chopra, resolves a ticket and returns it immediately to single point of contact (SPOC), Cliff Warner. Cliff needs to verify with the user that the issue is resolved and:
A. Ask the end user to close the ticket
B. Return the ticket to Indira for closure
C. Close the ticket, which sets it to inactive
D. Set the ticket to pending in case there are related issues
Answer: C
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