What is the purpose of "time_worked" field in incident table?

• A.This is a cumulative time logged by the users.
• B.It stores total elapsed time since the incident was created (it only counts the elapsed time during business working hours).
• C.It stores total elapsed time since the incident was created.
• D.It stores total elapsed time since the incident state changed to "In Progress".

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Which of the following represents a benefit of implementing Knowledge Management?

• A.Deflecting the creation of Incidents so users may help themselves with common issues
• B.Provide continous feedback loops to improve staff efficiency
• C.Automatic routing of Incidents to the appropriate Assignment Group
• D.Proactively suggest Knowledge Articles to users at key points in a process

Correct Answer: A

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Which of the following are valid problem tasks types? (Choose all that apply.)

• A.Assessment
• B.Investigation
• C.Implementation
• D.General
• E.Root Cause Analysis

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What is the minimum number of members in a group?

• A.12
• B.1
• C.5
• D.0

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What is the relationship between User table and Location table?

• A.Many-to-many
• B.One-to-many (one user can have many locations)
• C.One-to-one
• D.One-to-many (one location can be assigned to many users)

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