WorksheetsFS Assessment
Total questions: 50
Worksheet time: 13hrs 30mins
The supervisor runs
On the first minute of every hour (Eg. 12:01, 13:01, etc)
On the 30th minute of every hour (Eg. 12:30, 13:30, etc)
It is unique for each supervisor in an instance and runs randomly on an hourly basis
It is unique for each instance and runs at a fixed time on an hourly basis
Eva was curious to know why the agents are being logged out of the instance automatically after 5 minutes of login. What could be the reason?
There are issues with his SSO provider that logs him automatically
His API key has been breached and a potential attacker logs him out
He is an occasional agent whose day pass has expired
A session timeout has been setup in Admin -> Helpdesk security
Mike wants to identify why he is unable to find the sandbox on his instance even though they are in Forest (or Enterprise) plan is What could be the reason?
Only account admins can see it and the above-mentioned customer is not an account admin
The account is in MSP mode
The customer has enabled employee onboarding
The customer has Single Sign On enabled
George has signed up for 1000 asset licenses but have over 10000 active assets in it. How is this possible?
Assets that come in through the probe are not counted towards the license
Assets that come in through the agent are not counted towards the license
Assets that come in through any method other than the agent/probe are not counted towards the license
This is a glitch and we need to inform the billing team and charge the customer for the remaining 9000 assets
Dan was unable to submit a solution article for approval after editing it. Why?
Only agents from the managed by group can submit it for approval
Only the author of the article can submit it for approval
Only admin agents can submit it for approval
An article that has been approved does not require a second approval after editing
Bella has enabled employee onboarding but is not able to find it in the end user portal. What could be the reason?
Only admin agents can initiate an employee onboarding request
Only users belonging to the HR department can initiate an employee onboarding request
Only users/agents whose groups have been added as initiators in the employee onboarding configuration can initiate an employee onboarding request
Only requesters can initiate an employee onboarding request
Kyle reports that the requester of a ticket did not receive the Customer Satisfaction even though it was turned on and that it is working fine for others.
The requester of the ticket is an agent
The requester of the ticket is deactivated
CSAT emails are sent from “email.freshservice.com” and the requester might have not setup filters to allow this
It was a service request and we do not support CSAT for service requests
A requester wants to view the ticket of another requester. However, they do not have any property in common. What is best option suggest?
Share the public ticket URL
Give permission to view tickets from his/her department
A requester cannot view other requesters' tickets in an scenario
Requesters can access the view "All tickets" to view any ticket
Freshservice is ITIL ....
Compliant
Defiant
Aligned
Compliant in Europe due to GDPR
Karen wants to know Which type of authorisation is used for API calls to FS so that she can start building workflows using Webhooks
API
Basic Auth
Bearer Auth
No Auth required
How long is a day pass valid?
24 hours from the instant of login
Till 11:59 pm Helpesk timezone of the day it has been used
24 business hours from the instant of login
11:59 pm GMT of the day it has been used
Who can raise a change?
Agents only
Agents and all requesters
Agents and requesters belonging to groups that has this access
All users in an instance
Ben wants to import locations from external system, How can he achieve this?
We cannot
Locations are created along with requester import
Locations are created along with asset import
Using API
Clare is running API calls and it keeps failing and she is using the CNAME. What could be the issue?
API v2 does not support CNAME, use v1 / default URL
API v1 does not support CNAME, use v2 / default URL
API does not support CNAME
None of the above
Atotcech wants to prevent users from signing up on Freshservice?
We can control it on the end user portal but if they email a ticket, user will be created
Yes
No
None of the above
Marsh wants to create contracts without approvers, Can this be achieved?
Yes, if the creator is the approver
No
Yes, depends on the contract type configuration
None of the above
Can we automatically merge tickets?
Yes, using the workflow automation
Yes, using a marketplace app
No
None of the above
HR is trying to add , the 'Stripe' service item exists in the build kit, but when try to add it into the conditions of a new onboarding ticket, it's not available to select. What could be the reason?
"Stripe" is a bundled service item and that's why it's not showing in the list
"Stripe" doesn't have any fields associated
"Stripe" is already present as an item under this following child ticket
None of the above
Mark wants to integrate with Slack in Freshservice for his organisation and he would like to understand whether SAAS Management is required a integration add on to enable the Integration?
Yes
No
An agent raises a change but is unable to close the change as the status options only show “Pending” and “Rejected”. What could be the reason?
A change lifecycle has been setup to progress from open to one of the above status and not closed
The closed status will show up only when the mandatory fields are filled up
A change cannot be closed without CAB approval
All associated tickets/problems should be closed in order to close a change
Simon from Acme doesn't want public ticket URLs to be accessed from unauthorized personnel? How simon can achieve this?
We cannot
Don't use public URL
Delete the ticket
Enabled authentication for public URLs in Helpdesk security
Jack IT Managers wants to have to differenr Single Sign-on Mechanisms for different types of users, How Jack can set this up?
Yes, using MSP
Not possible
Both A and D
In Freshworks Security Settings
Maria wants to import the tickets from their old ticketing system to Freshservice and they wanted to do it on their own, Is this possible?
Yes, Using API
Not possible
only Freshservice team can import tickets
Both B AND C
Is there a way to auto close parent tickets when the child ticket is closed (for specific type of tickets only and not to apply it for all the parent child tickets?)
Using workflow automations
Not possible
Using Closure rules
Both B AND C
Ian wants to run reports that include serial numbers. But serial number is not populated in teh report that he tried generating. He is in Growth plan. How can he create a report which includes serial number?
It's not available in growth Plan
We cannot add numeric values to the asset report
It's a bug
The asset type has to be correct for us retrieve the serial numbers associated to assets.
According to the Probe, what is the Unique Identifier for an Asset in Freshservice?
Serial Number
Asset Tag
Asset Name
OID
Gary want to know whether Mobile App support Team Huddle? or even Freshchat integration function on Mobile app?
Mobile app doesn't support Freshchat integration
Mobile app Supports Freshchat Integration
Mobile app doesn't support team huddle
Both A AND C
Steve wants to purge alerts after a period of time. How the alerts can be purged in Freshservice?
Using API
Not possible
Can be configured in Alert Configuration
Adam wants to use Freshservice primarily for change management and wants to identify how many active changes are allowed in FS?
15
100
250
No such limitation
Eric wanted to create an automation that reads data from entry fields in the parent ticket such as Employee Name or Contact Number, and puts it as a note in the child ticket, Is this possible?
Using API
Using Web Requester Node only
Using JSON Parser Node only
Using Web requester node &JSON Parser node
Which of the following is a reason an organization might want to adopt ITIL best practices?
Advice on business strategy
Development of programming techniques
Management of IT services and budgetary controls
Advice on the technical specification of infrastructure
Marcus is new to Freshservice and wanted to know about email protocols do we support in custom mailbox?
Only SMTP
IMAP, SMTP
IMAP, SMTP, OAuth
Only IMAP
How to disable reply/forward/add note if ticket is closed
Using Automation
Using Business Rules
Using custom Roles
Not Possible
Do we have Live Reports in Freshservice?
Yes
No
May be
Would it be possible for the requester to add additional items once the service item is requested? Choose the best
Possible
Not Possible
Can be added only by Agents
Can be added only by Requesters
Do I need SSL cert for SSO?
Yes, All types of SSO requires SSL certificate.
Yes, But only SAML SSO requires SSL certificate.
No, SSL certificate is not Mandatory for any SSO in Freshservice.
Can I attach multiple files while replying to a ticket?
Yes, But this depends on the mb that you add we have a limit of 40 mb
Yes, This is limitless you can add as many as files in any size.
Yes, You can attach any number of files.
Why am I not able to set the priority of a ticket using Impact and Urgency for Service request tickets?
Priority matrix would work only on Incidents and not for Service requests.
This depends on your role in Freshservice.
This is because you have turned off the priority matrix for Service requests.
What happens to the API limit when I switch to the MSP mode? Will the limit increase as I create more portals?
Yes
No
How will agents be notified when they complete a quest?
It is not possible
They will receive a email notification
They will be notified inside Freshservice as a Desktop notification.
Robert wants to know whether he can include the entire conversation when forwarding a ticket which has multiple conversations.
Mark wants to create a report that shows the current unresolved tickets open compared to the ones they had unresolved yesterday and the days before that so he can see the peaks we have had over the last month. How Mark can achieve this in Freshservice?
Emily wants to filter the tickets based on the priority level (Gold, Platinum, Silver, Bronze, NA) which is stored in Requester information, How can she achieve this?
Martin is new to Freshservice and setting up the new ticket form and he has 5 groups 1-2-3-4-5 and 3 through 5 are used for internal ticket assignments, almost like subgroups of larger teams. Ideally he only want the requester to be able to select group 1 or 2 when submitting their ticket. How Martin can achieve this?
Acme Inc has a travel request form for their employees. How can the Admins ensure that the starting date field entry of the travel form is always earlier than the return date field entry?
Chandler from Wilko is trying to migrate from ServiceNow to Freshservice. He is in the process of migrating all the data to Freshservice. Currently the KBDM is stored in confluence. They wanted all confuence data to be synced in Freshservice too. How can we help Chandler to achieve this?
Rick is facing issue in which the agents are updating the rollout date and rollout plan for standard changes when the approval has been requested and this is causing issues with CAB planning and CAB meetings. Is there in which we can help Rick to ensure the CAB planning and CAB meetings are organised properly?
Acme Inc doesn’t maintain user database of reporting managers of their employees. How can they route the approvals of the service requests from their employees to their respective reporting managers?
The customers wants to load the FS mobile app in their internal App, Is this possible?
INC associated to SR. Customer has an L2 customer support team in Freshservice who handles SRs. If L2 is unable to resolve, then IT is the L3 and handles the ticket as an Incident.
