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ServiceNow CIS-ITSM Practice Test - Questions Answers, Page 4

List of questions

Question 31

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Incidents can be created and managed in the workspace using Ul layouts that are tailored to different personas, processes. and interfaces Examples include:

* Default

* Major incidents

* Self Service

* Mobile

What are these Ul layouts called in the Now Platform?

Forms
Forms
Form Designs
Form Designs
Form Layouts
Form Layouts
Views
Views
Workspaces
Workspaces
Suggested answer: D
asked 23/09/2024
Jebaz Norton
44 questions

Question 32

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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?

New. Work: m progress Escalated Communicated
New. Work: m progress Escalated Communicated
Proposed. Accepted Rejected Cancelled
Proposed. Accepted Rejected Cancelled
Proposed Received eCAB Convened Closed
Proposed Received eCAB Convened Closed
Proposed Accepted Reacted Reopened
Proposed Accepted Reacted Reopened
Suggested answer: B
asked 23/09/2024
Memo Albah
24 questions

Question 33

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Your customer is using the baseline Create Incident Catalog Item and would like to add a few additional input fields. How should you update the catalog item?

Edit in Catalog Builder
Edit in Catalog Builder
Edit in Item Designer
Edit in Item Designer
Edit in Catalog Item Designer
Edit in Catalog Item Designer
Edit in Form Designer https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/service-catalog-management/concept/catalog-builder.html
Edit in Form Designer https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/service-catalog-management/concept/catalog-builder.html
Suggested answer: A
asked 23/09/2024
Carola Lotito
41 questions

Question 34

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What would you use to create Incident records based on email sent by users or systems?

Transform Map
Transform Map
Record Producer
Record Producer
Inbound Flow Action
Inbound Flow Action
Data Collection Job
Data Collection Job
Suggested answer: C
asked 23/09/2024
Joe Mon
27 questions

Question 35

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What tools are available to the assignee to help resolve an incident?

Choose 2 answers

Knowledge Articles
Knowledge Articles
Known Errors
Known Errors
Class Manager
Class Manager
Enterprise CMDB Dashboard
Enterprise CMDB Dashboard
Incident Overview Dashboard
Incident Overview Dashboard
Suggested answer: C, E
asked 23/09/2024
Navaid Ali
39 questions

Question 36

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

New case is created from the message
New case is created from the message
New incident created from the message
New incident created from the message
New interaction is created from the message
New interaction is created from the message
Email is rejected and auto-reply sent to sender
Email is rejected and auto-reply sent to sender
Suggested answer: B
asked 23/09/2024
Angelica Caldeo
41 questions

Question 37

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When you activate the ITSM Roles plugin what additional granular roles are created for the Incident application?

Choose 2 answers

sn_incident_write
sn_incident_write
sn_incident_insert
sn_incident_insert
sn_incident_update
sn_incident_update
sn_incident_read
sn_incident_read
Suggested answer: B, C
asked 23/09/2024
N C
39 questions

Question 38

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What are some good practices for guiding your customers' use of Notifications?

Choose 3 answers

When possible, maximize the quality or email updates to customers
When possible, maximize the quality or email updates to customers
Use incident itil role template as the master template to build all other ITSM templates
Use incident itil role template as the master template to build all other ITSM templates
Get input from Marketing department, regarding format of customer/caller facing notifications
Get input from Marketing department, regarding format of customer/caller facing notifications
Make sure Notification requirements and test plans are in the project scope from the start
Make sure Notification requirements and test plans are in the project scope from the start
Use templates to ensure consistency and ease of configuration
Use templates to ensure consistency and ease of configuration
Suggested answer: B, C, D
asked 23/09/2024
vceplus plus
46 questions

Question 39

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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

On Incident Properties, for Close Open Incident Tasks when Incident is closed or canceled, select Yes
On Incident Properties, for Close Open Incident Tasks when Incident is closed or canceled, select Yes
Enable system property com snc incident.mcidentjask closure
Enable system property com snc incident.mcidentjask closure
Edit system property com.snc incident autoclose basedon resolved_at
Edit system property com.snc incident autoclose basedon resolved_at
On Incident Properties, for Autoclose Incident Tasks, select Yes
On Incident Properties, for Autoclose Incident Tasks, select Yes
Suggested answer: C, D
asked 23/09/2024
Aung Aung Myo Myint
39 questions

Question 40

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Incident management includes limited functionality for what advanced reporting capability?

Machine Learning Metrics
Machine Learning Metrics
Performance Analytics
Performance Analytics
KPl Reports
KPl Reports
Analytics Dashboards
Analytics Dashboards
Suggested answer: B
asked 23/09/2024
Jorge Fontes
44 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