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CA Service Desk Manager r12 Administrator Exam Question and Answers

CA Service Desk Manager r12 Administrator Exam

Last Update Oct 15, 2025
Total Questions : 40

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Questions 1

Each CA Service Desk role record MUST be configured with:

Options:

A.  

One form group

B.  

One service type

C.  

Three work shifts,

D.  

Two data partitions.

Discussion 0
Questions 2

Which access type provides access tailored to users who perform frontline support tasks?

Options:

A.  

IT staff

B.  

Administrator

C.  

Service desk staff

D.  

Process management

Discussion 0
Questions 3

You need to create new Key Performance Indicators (KPIs) that will provide you with sum, max, and duration metrics. Which type of KPIs provides you with the flexibility to meet this requirement?

Options:

A.  

SQL KPIs

B.  

Macro KPIs

C.  

System KPIs

D.  

Stored Query KPIs

Discussion 0
Questions 4

A valid value for a stored query Key Performance Indicator (KPI) metric type is:

Options:

A.  

Max

B.  

Sum

C.  

Count

D.  

Duration

Discussion 0
Questions 5

When the status of Incidents is updated, where can you find the status changes?

Options:

A.  

Activity log

B.  

Activity history

C.  

Incident versions

D.  

Incident knowledge

Discussion 0
Questions 6

For the Level 2 Analyst role, which additional My Queue items can you view on the Scoreboard? (Choose two)

Options:

A.  

My Incidents

B.  

My Requests

C.  

My Problems

D.  

My Change Orders

Discussion 0
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