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Exam Code: CAT-200

Exam Name: CA (CA Service Desk Manager r12 Administrator Exam)

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NO.1 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

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NO.2 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

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NO.3 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

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NO.4 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

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NO.5 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

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