Online Access Free 1Z1-993 Exam Questions

Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.

• A.Categories determine the steps an agent must follow to close the service request.
• B.Filter the selection of the product related to the service request, when filtering by a particular category.
• C.Categories facilitate the assignment of an agent to the service request.
• D.The hierarchical structure of the categories helps to improve the service request classification.
• E.Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.

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 the display of a product hierarchy specifically for service purposes
• B.allows use of a simpler hierarchy
• C.allows you to use the same product hierarchy as sales
• D.requires less work and effort

Your customer is asking for a modification of Lookup Types in Service Request.
You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks.
Which four lookups can be modified from this task list?

• A.Manage Service Request Queue
• B.Manage Service Request Severities
• C.Manage Service Request Resolutions
• D.Manage Service Request Categories
• E.Manage Service Request Products
• F.Manage Service Request Status Values

What three things should you do once you have established a global default coverage?

• A.Use Application Composer to include milestones on the Service Request Layout if desired.
• B.Use Application Composer to configure warning emails about milestone compliance events.
• C.Create an ESS job to Aggregate Service Requests.
• D.Create an ESS job to Monitor Service Request Milestones.

You are creating a shared SmartText entry. Which option do you need to select to define a time period during which the entry is available to users?

• A.Time Period
• B.Available
• C.Duration
• D.Interval
• E.Start/Stop