Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the Network CAB, instead of Network Support You have confirmed that:The Network Support group record has the Group types: Incident and ChangeThe Network CAB group record has the Group type: ChangeWhat could you do on the incident form, for the Assignment Group field, to resolve this issue?

Add Dictionary Override to specify the Incident group Reference Qualifier

Add a UI action to hide the Network CAB group from the list

Add a UI action to provide an error message if the Network CAB group is selected

Add Dictionary Override to specify the Incident group Reference Qualifier

Modify the choice list to include only the appropriate group types

In what table are Change records stored?

Change Request [change_request]

How is the Resource Management application activated?

Installed with PPM Standard plugin

Installed as part of Release Management plugin

Installed as part of adding users

Installed automatically as part of new system

In Change Management, what does a Model State contain? (Choose two.)

Model State transitions conditions

Model State transition policies

Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)

Too many options may confuse users and increase mis-categorization

Choices have no additional metadata to drive process

Too many options may confuse users and increase mis-categorization

Choices have no additional metadata to drive process

It is not part of the baseline instance

What are the components of a Flow Action?

Inputs, Action Steps and Outputs

Inputs, Processes, Subprocesses, and Outputs

Processes, Subprocess and Action Steps

Inputs, Action Steps and Outputs

Your customer has a catalog item for Request VPN. They would like to adjust the cart layout for only the VPN item, so the Quantity field is not displayed. How would you meet this requirement?

On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity Most Voted

On the Cart Layout, Columns tab, unselect Quantity column

On the Catalog Item, Columns tab, unselect Quantity column

On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity Most Voted

On the Catalog, Advanced View, unselect Use cart layout, select No quantity

On the Catalog Item, Cart Layout Related List, set the Quantity record to Inactive

By default, when using Inbound actions, what happens if an email is received which has an Incident watermark?

Incident record is updated, per the action's script Most Voted

Incident SLA clock is un-paused

Incident record is updated, per the action's script Most Voted

Auto-reply sent to sender, recommending they use Portal chat

Incident record is re-set to state = attention required

Your customer wants incidents to close automatically 7 days after the incident is resolved. How do you meet this requirement? (Choose two.)

Modify the Incident Lifecycle flow to trigger from the Resolved date instead of the Updated date Most Voted

Modify the Incident Lifecycle flow to expire after 7 days

Modify the Incident Lifecycle flow to trigger from the Resolved date instead of the Updated date Most Voted

Update the incident_close UI action script

From the Incident Properties application, set Enable auto closure of incidents based on Resolution date to Yes Most Voted

Modify the Incident Lifecycle flow to expire after 7 days

Where can a change manager define the interval frequency for unauthorized change detection?

Unauthorized Change Properties module

The ci.change.unplanned business rule

Event Processing Properties module

Unauthorized Change Properties module

What is KCS (Knowledge Centered Services)?

A documented methodology to provide a set of best practices for creating and maintaining knowledge

A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management

A documented methodology to provide a set of best practices for creating and maintaining knowledge

A dashboard with specific visualization of the different knowledge bases and categories

An application that helps agents and managers to create cases from Knowledge articles

Which of the following options can a survey administrator define on an individual survey? (Choose two.)

Number of survey reminder notifications

The ability for end users to decline survey assignments

Number of survey reminder notifications

When configuring stages in Flow Designer, what are some of the options that can be done? (Choose two.)

Stage labels and names can be changed

States for the requested item records can be renamed

Define a Service Level Agreement for a stage

A problem investigation had been previously closed, because the risk was accepted, in favor of using the workaround, instead of applying the fix. After a couple of weeks, the issue starts to occur more frequently, so management wants to re-visit the root cause analysis.What would be the next step for this problem?

Problem Manager clicks Re-Analyze on the Problem record

If 7 days has passed, since the Problem was closed, it cannot be re-opened

Problem Manager clicks Re-Analyze on the Problem record

Problem Assignee clicks Re-Open on the Problem record

Administrator clicks Re-Open on the Problem Record

Your customer wants to know why users with the problem_coordinator role can Communicate workarounds, and fixes; but users with problem_task_analyst cannot.How do you explain this?

The technical resources working on the problem investigation are focused on the technical details, and may provide information that is not useful for the callers

The problem coordinator is responsible for approving or rejecting the proposed message

The message will be automatically displayed on the Portal

The problem coordinator is the only role with the ability to recall a message

When using Inbound Email Actions, what happens if an email is received which has no watermark or reference number?

New incident created from the message

New interaction is created from the message

Email is rejected and auto-reply sent to sender

New incident created from the message

New case is created from the message

ServiceNow CIS-ITSM Practice Test 3 - Free Online Exam Prep & Questions

Question 1 / 40

When using the Email Client, what is the difference between an Email Template and a Quick Message?

Email Templates are like forms that can be sent to the caller for completion; Quick Messages are primarily used by the Chat Bot

Email Template is defined and automatically applied when the email form launches; Quick Messages are defined and then can be manually applied by the user

Email Templates are included with ITSM; Quick Messages are new with Machine Learning

Email templates are defined by users with admin role; Quick Messages are defined by users with quick_message_admin role

Comment (0)

ServiceNow CIS-ITSM Practice Test 3

Question

ServiceNow CIS-ITSM Practice Tests

Practice Tests