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ServiceNow CIS-ITSM Practice Test - Questions Answers, Page 5

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Question 41

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On an incident record, where are the fields fiat appear on the caller lookup select box defined?

The ref_contributions attribute on the caller lookup form
The ref_contributions attribute on the caller lookup form
The ref_ac_column attribute from the dictionary entry
The ref_ac_column attribute from the dictionary entry
The Caller lookup field on the [user] table
The Caller lookup field on the [user] table
The form design of the caller lookup form
The form design of the caller lookup form
Suggested answer: B
asked 23/09/2024
Mattie Hendricks
46 questions

Question 42

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Your client indicates they would like a way to designate VIP callers on an incident form. How would you accomplish this?

VIP Flag reference decorator
VIP Flag reference decorator
VIP flag dictionary entry
VIP flag dictionary entry
VIP Flag field style
VIP Flag field style
VIP Flag action script
VIP Flag action script
Suggested answer: C
asked 23/09/2024
Bart Sandifort
35 questions

Question 43

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If the Assignment group is empty on an incident record what happens when an agent that is a member of multiple user groups clicks the Assign to the Ul action?

The agent is prompted to select the Assignment group
The agent is prompted to select the Assignment group
An error is displayed indicating the agent must manually assign the incident
An error is displayed indicating the agent must manually assign the incident
The Assignment group field will not populate
The Assignment group field will not populate
The Assignment group field automatically populates with the agent's primary group
The Assignment group field automatically populates with the agent's primary group
Suggested answer: A
asked 23/09/2024
Ted Kang
37 questions

Question 44

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Which field from the configuration item will automatically populate in the Assignment group field of a problem record?

Change group
Change group
Support group
Support group
Managed
Managed
Approval group
Approval group
Suggested answer: B
asked 23/09/2024
Francis Sailer
43 questions

Question 45

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A new Problem Coordinator accidentally created several problem investigations that need to be deleted.

What role is required to delete a problem record?

problem_admin
problem_admin
problem_coordinator
problem_coordinator
so_problem_delete
so_problem_delete
RH_manager
RH_manager
problem_manager
problem_manager
Suggested answer: A
asked 23/09/2024
Adam Burdett
31 questions

Question 46

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A tester has submitted a bug report because at no point in the Problem lifecycle. does the Create Known Error article link appear under Related Links Also, they notice there is no Known Error knowledge base in the Instance.

What might be the cause of this?

The Problem Management Best Practice - Madrid - Knowledge integration plugin has not been activated
The Problem Management Best Practice - Madrid - Knowledge integration plugin has not been activated
Tester is not impersonating Problem Coordinator
Tester is not impersonating Problem Coordinator
The customer did not pay the bill for Knowledge management
The customer did not pay the bill for Knowledge management
The sn_known_error_write role is required to see the Create Known Error article link
The sn_known_error_write role is required to see the Create Known Error article link
The requirement was not m the stories
The requirement was not m the stories
Suggested answer: A
asked 23/09/2024
jeffrey rowland
30 questions

Question 47

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A new problem manager wants a high level view of the activities in problem management.

What module do you recommend?

Problem > Dashboard
Problem > Dashboard
Problem > Overview
Problem > Overview
Problem > Process Health Dashboard
Problem > Process Health Dashboard
Problem > Homepage
Problem > Homepage
ITIL Manager > Homepage
ITIL Manager > Homepage
Suggested answer: B
asked 23/09/2024
Grégory CALIX
35 questions

Question 48

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A new problem manager wants to know how in create reports for monitoring problem management activities.

What do you recommend they do before creating new reports?

Submit a request for the sn_report_creator role
Submit a request for the sn_report_creator role
Submit a New Report Request via the service catalog
Submit a New Report Request via the service catalog
Take the Performance Analytics fundamentals course
Take the Performance Analytics fundamentals course
Turn on data collection jobs
Turn on data collection jobs
Go to Reports > View/Run > All. then search for Problem reports
Go to Reports > View/Run > All. then search for Problem reports
Suggested answer: E
asked 23/09/2024
Raphael Oliveir
42 questions

Question 49

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Why don't Problem records automatically move from Resolved to Closed after the fix is implemented.

It is designed to follow the ITIL4 standard
It is designed to follow the ITIL4 standard
There is a scheduled job that automatically moves Resolved problems to Closed after 7 days
There is a scheduled job that automatically moves Resolved problems to Closed after 7 days
It is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record
It is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record
There is no Closed state. Problem records are moved to Completed
There is no Closed state. Problem records are moved to Completed
Suggested answer: C
asked 23/09/2024
David Kimovec
33 questions

Question 50

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In the life of a Problem record there are opportunities to click the Re-Analyze button and move backwards in the lifecycle.

When you click the Re-Analyze button, what state Is set on the problem record?

Assess
Assess
Root Cause Analysis
Root Cause Analysis
Fix in Progress
Fix in Progress
Draft
Draft
Suggested answer: B
asked 23/09/2024
Ronald Stover
41 questions
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Related questions

Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?
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?
The Major Incident Management (MIM) application is linked at the Incident management process but the records have in additional set of States. What are these Ml States?
Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident, Problem and Change forms. What do you recommend to your customer?
Your customer wants to give secure access to business users to view problem records and reports for the products they support. When you install the ITSM roles plugin, what additional problem role is installed to support this requirement?
What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
Your customer wants to change the way Priority on Problem records is calculated based on Impact and Urgency. Which module should you use to locate and update the Priority Problem Lookup record?
On a request form, the requester needs to indicate when they need to receive the item. What Variable type would you use for this information?
When using the Email Client, what is the difference between an Email Template and a Quick Message?
Your customer wants to use Incident Tasks on Incident Records But for efficiency reasons they want to automatically close all Incident Tasks when the parent Incident is closed or canceled. How could you meet this requirement? Choose 2 answers