If a script include has SNC in its name, it means it is safe to edit these script includes and upgrade will not be affected.

• A.False
• B.True

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ITSM provides IT services for 5 key business areas.
Which one of the following is NOT one of them?

• A.Knowledge Management
• B.Business Applications
• C.Security Operations
• D.IT

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A company has a custom object, Order__c, that has a required, unique, external ID field called Order_Number__c.
Which statement should be used to perform the DML necessary to insert new records and update existing records in a List of Order__c records?

• A.merge orders Order_Number__c;
• B.upsert orders Order_Number__c;
• C.merge orders;
• D.upsert orders;

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Which of the following is a potential benefit of implementing incident management?

• A.Reduction in the number of duplicate configuration items
• B.Reduction in the time to fulfill requests
• C.Reduction in the number of incidents caused by changes
• D.Reduction in the time services are unavailable

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Sales management wants to enforce a process in which the name of an account is always included in the name of an opportunity.
How can automation be used to help meet this requirement?

• A.Write a validation rule that updates the opportunity name with the account name using a cross-object formula.
• B.Write a criteria-based workflow rule that updates the opportunity name concatenated with the account name.
• C.Use an Apex trigger on the Account object that adds the account name to the opportunity name.
• D.Use an approval process that routes newly created opportunities to management for data quality review.

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