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NEW QUESTION # 32

REVIEW

Which key performance indicators can be influenced by effective Problem Management? Select all that apply.

  • A. Average Time to Resolve a High Priority Incident
  • B. % of high priority Problems
  • C. % of Incidents Resolved on First Contact
  • D. Average time to close a Problem

Answer: B,D

NEW QUESTION # 33

An administrator notices that there are two account records in the system with the same name. A contact record with the same name is associated with each account.

Which set of steps should be taken to merge these accounts using the Salesforce merge feature?

  • A. Merge the duplicate accounts and then merge the duplicate contacts.
  • B. Merge the duplicate accounts and check the box that optionally merges the duplicate contacts.
  • C. Merge the duplicate contacts and then merge the duplicate accounts.
  • D. Merge the duplicate accounts and the duplicate contacts will be merged automatically.

Answer: A

NEW QUESTION # 34

An administrator would like to know which delegated administrators are actively customizing their organization.

Where can the administrator find this information?

  • A. Setup audit trail
  • B. Login history
  • C. Delegated administrator log
  • D. Debug log

Answer: A

NEW QUESTION # 35

It is possible to use the same categories for both incidents and problems.

  • A. False
  • B. True

Answer: B

NEW QUESTION # 36

How to make the problem state move to "Resolved" instead of "Closed" when the "Accept Risk" button is clicked.

  • A. Modify the logic in the script include "Accept Problem Risk".
  • B. Modify the state mapping records in the Problem State Mapping table.
  • C. Change the value of problem property "problem.acceptrisk.move_to_closed".
  • D. Modify the logic in the UI Action "Accept Risk".

Answer: C

NEW QUESTION # {0}37

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