CIS-ITSM Certification - The Ultimate Guide [Updated 2024]
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NEW QUESTION # 44
Which of the following components can be turned on or off in the Service Catalog Cart Layout?
- A. Add to Wish List
- B. Delete Item
- C. Quantity
- D. Calculate Shipping
Answer: C
NEW QUESTION # 45
Which of the following are valid states for Normal Change requests? (Choose all that apply.)
- A. Risk Assessment
- B. Scheduled
- C. Implement
- D. Approved
- E. Authorize
Answer: B,C,E
NEW QUESTION # 46
ATF is NOT supported for order guides in service portal.
- A. False
- B. True
Answer: B
NEW QUESTION # 47
Which of the following statements are correct for Standard Changes and Standard Change Templates? Select all that apply.
- A. Standard Changes do not require approvals
- B. Creation of a Standard Change Template requires approval
- C. Templates can be used only for Standard Changes
- D. Standard Change Templates cannot include standard tasks
Answer: A,B
Explanation:
NEW QUESTION # 48
According to the OOTB implementation, you can only create normal change or emergency change from a problem, but not standard change.
- A. False
- B. True
Answer: B
NEW QUESTION # 49
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?
- A. On the Catalog Item, Columns tab, unselect Quantity column
- B. On the Cart Layout, Columns tab, unselect Quantity column
- C. On the Catalog, Advanced View, unselect Use cart layout, select No quantity
- D. On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity Most Voted
- E. On the Catalog Item, Cart Layout Related List, set the Quantity record to Inactive
Answer: D
NEW QUESTION # 50
If you modify base instance process, it will be skipped during upgrades.
- A. False
- B. True
Answer: B
NEW QUESTION # 51
The Requirements Workshop answers the questions "Where would we like to be, where do we start, and how do we get there?"
- A. False
- B. True
Answer: A
Explanation:
Explanation
This question is answered by the Roadmap Workshop. Requirements Workshops focus on aligning customer process with platform capabilities.
NEW QUESTION # 52
Which script action is called once "Communicate Fix" is clicked?
- A. Copy Problem Fix
- B. Copy Prb fix to Inc comments
- C. Copy Prb fix to Inc
- D. Copy Prblm Fix to Incdnt Comments
Answer: B
NEW QUESTION # 53
Which two fields are used to calculate priority on an Incident?
- A. Business Criticality and Urgency
- B. Impact and Urgency
- C. VIP and Impact
- D. Severity and Urgency
Answer: B
Explanation:
NEW QUESTION # 54
When referring to the State of an incident in server-side code (such as in a script include, business rule, or UI action), which method is the preferred way to refer to the State field value?
- A. Use the value of the choice option, such as 2 to refer to a State of in Progress.
- B. Use the getDisplayValue() method to retrieve the Label associated with the State field value.
- C. If a Constant has been defined, such as Incident.State.IN_PROGRESS, use the Constant.
Answer: C
NEW QUESTION # 55
Which of the following can be used to standardize the body of Outbound email notifications?
- A. Email Templates
- B. Variable sets
- C. Email Client
- D. Inbound Action
Answer: A
NEW QUESTION # 56
What are three benefits of using declarative customizations over code? (Choose three.)
- A. Declarative customizations are not subject to governor limits.
- B. Declarative customizations generally require less maintenance.
- C. Declarative customizations cannot generate run time errors.
- D. Declarative customizations do not require user testing.
- E. Declarative customizations will automatically update with each Salesforce release.
Answer: A,B,E
NEW QUESTION # 57
It is possible to create two different sets of priority rules for incidents and problems.
- A. False
- B. True
Answer: B
Explanation:
Explanation/Reference:
NEW QUESTION # 58
Which of the following tables does the change_request_sla database view join? (Choose all that apply.)
- A. change_task
- B. metric_instance
- C. change_sla
- D. task_sla
- E. change_request
Answer: D,E
Explanation:
Explanation/Reference:
NEW QUESTION # 59
What knowledge management capability allows users to as and answer questions among peers within a knowledge base?
- A. Social O&A
- B. Feedback
- C. Connect Chat
- D. Collaboration
Answer: A
NEW QUESTION # 60
A sales manager cannot view a contact owned by a salesperson. The salesperson is below the sales manager in the role hierarchy.
Why is the sales manager unable to view the contact?
- A. Contact sharing settings are Private.
- B. Contact sharing settings have Grant Access Using Hierarchies unchecked.
- C. The contact is NOT linked to an account.
- D. The contact has NOT been manually shared with the manager.
Answer: A
NEW QUESTION # 61
Inbound Actions can be configured to enable creating or updating problems.
- A. False
- B. True
Answer: A
Explanation:
Inbound actions can be used only to update problems but not to create them.
NEW QUESTION # 62
What is the purpose of "time_worked" field in incident table?
- A. It stores total elapsed time since the incident state changed to "In Progress".
- B. It stores total elapsed time since the incident was created.
- C. It stores total elapsed time since the incident was created (it only counts the elapsed time during business working hours).
- D. This is a cumulative time logged by the users.
Answer: D
Explanation:
Explanation
This is a field that, if made visible on the form, can be filled by users and ServiceNow will accumulate the values entered by all users.
NEW QUESTION # 63
Your customer wants a catalog to contain two items:
1. A request with 1 approval and 2 fulfillment tasks
2. A link to a knowledge article
What type of item would you use to satisfy the requirement for the Construction request?
- A. Content Item
- B. Record Producer
- C. Catalog Item Most Voted
- D. Order Guide
Answer: C
NEW QUESTION # 64
Change Conflict Detection Scheduled jobs run with increasing frequency as a Change approaches the Planned start date.
- A. False
- B. True
Answer: A
NEW QUESTION # 65
A new Problem Coordinator accidentally created several problem investigations that need to be deleted.
What role is required to delete a problem record?
- A. RH_manager
- B. problem_coordinator
- C. so_problem_delete
- D. problem_manager
- E. problem_admin
Answer: E
NEW QUESTION # 66
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