Once activated, Service Desk cannot be deactivated.
Answer:
True False
EXPLANATION: The answer is false. Once activated, Service Desk can be deactivated. See Service Desk > Common configuration for more information.
Correct
Marks for this submission: 1/1.
Question2
Marks: 1
The 'Import' option in Tickets table allows you to import tickets from another Service Desk in HTML and DOC formats.
Answer:
True False
EXPLANATION: The answer is false. The 'Import' option allows importing of tickets from another service desk as an XML file. See Service Desk > Operations > Ticketsfor more information.
Incorrect
Marks for this submission: 0/1.
Question3
Marks: 1
An item locks each time you edit it, preventing other users from editing it at the same time.
Answer:
True False
EXPLANATION: The answer is true. An item locks each time it is edited, preventing other users from editing it at the same time. See Service Desk > Operations > Search all for more information.
Incorrect
Marks for this submission: 0/1.
Question4
Marks: 1
The name of the coverage schedule can be changed any number of times .
Answer:
True False
EXPLANATION: Tbe answer is false. The name pf the coverage schedule cannot be changed once it is saved. See Service Desk > Coverage Schedules for more information.
Incorrect
Marks for this submission: 0/1.
Question5
Marks: 1
Automatic processing can also be triggered if a ticket remains in a stage beyond some time limit that you define.
Answer:
True False
EXPLANATION: The answer is true. Automatic processing can also be triggered if a ticket remains in a stage beyond some time limit that you define. See Service Desk > Automated processing using service procedures for more information.
Correct
Marks for this submission: 1/1.
Question6
Marks: 1
A Goal procedure runs after a period of time, usually to record whether or not a goal was met.
Answer:
True False
EXPLANATION: The answer is true. A Goal procedure runs after a specified time period, usually to record whether or not a goal was met. See Service Desk > Procedures definition > Goal for more information.
Incorrect
Marks for this submission: 0/1.
Question7
Marks: 1
If a ticket request is a duplicate of existing tickets, ____________________
Choose one answer.

a. none of these options

b. the ticket request is replaced with the previous ticket

c. the ticket request is cancelled

d. the ticket request gives an error

EXPLANATION: If a ticket request is a duplicate of existing tickets, the ticket request is canceled. See Service Desk > Procedures Definiton > Ticket request De-dupfor more information.
Incorrect
Marks for this submission: 0/1.
Question8
Marks: 1
The standard messages found in Message templates can be sent as emails to other users.
Answer:
True False
EXPLANATION: The Message Templates page defines reusable, standard messages that can be sent as emails or display as messages in the Inbox of other users. See Service Desk > Message templates for more information.
Correct
Marks for this submission: 1/1.
Question9
Marks: 1
Escalation procedures run when a system event occurs within a specified time period.
Answer:
True False
EXPLANATION: The answer is false. Escalation procedures run when a system event does not occur within a specified time period. See Service Desk > Desk definition > Stage tab for more information.
Correct
Marks for this submission: 1/1.
Question10
Marks: 1
The view option in the Tickets table:
Choose one answer.

a. Displays a ticket without allowing any edit changes

b. None of these options

c. Displays a ticket allowing edit changes

d. Displays a ticket and allows you to edit or delete it

EXPLANATION: The view option in the tickets table displays a ticket without allowing any edit changes. See Service Desk > Operations > Tickets for more information.
Incorrect
Marks for this submission: 0/1.
Question11
Marks: 1
Identify the one