CA Service Desk Manager r12 Administrator Exam (CAT-200) Practice Test

Questions # 1:

Which component enables you to track and take action on tickets automatically to help you avoid breaching Service Level Agreements (SLAs)?

Options:

Notification

Service type

Change order

Object Manager

Questions # 2:

On which items can you use templates to set values? (Choose three)

Questions # 3:

Which features characterize data partitions? (Choose two)

Options:

There are three types

They implement role-level security

They implement record-level security

They can be assigned to contacts and access types

Questions # 4:

What happens when First Call Resolution occurs?

Options:

A Level 2 Analyst resolves Problems.

All Workflow tasks are completed before closure.

Problems are returned to a Level 1 Analyst Group for closure.

Incidents and Requests are opened and closed at once by the Level 1 Analyst Group.

Questions # 5:

You are using a classic workflow. To cancel a Change Order, you must:

Options:

Set the Change Order status to canceled

Cancel all tasks, then close the Change Order

Complete all tasks, then close the Change Order

Run pdm_extract and pdm_load-r to remove the Change Order

Questions # 6:

When you create configuration items (CIs) for notifications, you distinguish special object contacts from normal ones by using the:

Options:

number (#) character

percent (%) character

ampersand (&) character

commercial AT ((§») character

Questions # 7:

Level 3 CA Service Desk Analyst, Indira Chopra, resolves a ticket and returns it immediately to single point of contact (SPOC), Cliff Warner. Cliff needs to verify with the user that the issue is resolved and:

Options:

Ask the end user to close the ticket

Return the ticket to Indira for closure

Close the ticket, which sets it to inactive

Set the ticket to pending in case there are related issues

Questions # 8:

How many primary servers are there in a very large CA Service Desk implementation?

Options:

Questions # 9:

For the Level 1 Analyst role, where can you view the details of a selected Scoreboard item?

Options:

List pane

Knowledge tab

Quick Profile tab

Knowledge Documents folder

Questions # 10:

Each CA Service Desk role record MUST be configured with:

Options:

One form group

One service type

Three work shifts,

Two data partitions.

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