CA Technologies CAT-200 - CA Service Desk Manager r12 Administrator Exam Exam
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Total 40 questions
Question #6 (Topic: )
Which component enables you to track and take action on tickets automatically to help you
avoid breaching Service Level Agreements (SLAs)?
avoid breaching Service Level Agreements (SLAs)?
A. Notification
B. Service type
C. Change order
D. Object Manager
Answer: B
Question #7 (Topic: )
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 (Topic: )
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 (Topic: )
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"?
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 (Topic: )
You need a combination of private and common categories for Incidents, Problems,
Requests, and changes. To achieve this, you need to set up:
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
