Free ServiceNow (CIS-ITSM) Certification Sample Questions with Online Practice Test
CIS-ITSM Certification Study Guide Pass CIS-ITSM Fast
NEW QUESTION # 29
A company wants to implement a new call center process for handling customer service calls. It requires service reps to ask for the caller's account number before proceeding with the rest of their call script.
Following best practices, what should a developer use to meet this requirement?
- A. Approvals
- B. Apex Trigger
- C. Process Builder
- D. Flow Builder
Answer: C
NEW QUESTION # 30
Which of the following is a potential benefit of implementing incident management?
- A. Reduction in the time services are unavailable
- B. Reduction in the number of incidents caused by changes
- C. Reduction in the time to fulfill requests
- D. Reduction in the number of duplicate configuration items
Answer: A
Explanation:
Explanation
Implementing Incident and Service Level Management
can help you
* Restore service as quickly as possible
NEW QUESTION # 31
Which of the following database views is useful if you need to create a report of the changes that were closed by category?
- A. change_request_metric
- B. change_request_category_sla
- C. change_request_sla
- D. change_request_category_metric
Answer: A
NEW QUESTION # 32
Which script include should be modified in order to impose limits when moving a problem task from one state to another?
- A. ProblemTaskUtils
- B. ProblemTaskChangeState
- C. ProblemTaskState
- D. ProblemTaskStateUtils
Answer: D
NEW QUESTION # 33
Which of the following is NOT a method for creating Knowledge Articles within ServiceNow?
- A. Import from a Microsoft Word document
- B. Generate from a Scheduled Report with a Target = Article
- C. Generated from Incident or Problem records
- D. Direct creation by a user with the 'knowledge' role
Answer: B
NEW QUESTION # 34
The administrator at Universal Containers has been asked to create an account management dashboard displaying opportunities and activities for each of its top five clients.
Which dashboard feature should the Administrator use to meet this requirement?
- A. Dynamic dashboard
- B. Matrix reports on a dashboard
- C. Dashboard filter
- D. Joined reports on a dashboard
Answer: A
NEW QUESTION # 35
What is the minimum role required for a user to create an Emergency Change?
- A. itil_admin
- B. change_manager
- C. itil
- D. cab_manager
Answer: C
NEW QUESTION # 36
In the baseline configuration for service catalog workflows, which of the following statements are true?
(Choose two.)
- A. Approvals will be skipped if there are no members in the approval group.
- B. Requests with a value over $1000 require manager approval.
- C. All Requested items require manager approval.
- D. Execution plans are used instead of workflows.
Answer: B,C
NEW QUESTION # 37
For the majority of catalog items, the customer requires quantity and price to be displayed. However, for one item, the customer would like to omit these two fields.
Which of the following approaches should be used to satisfy this requirement?
- A. Cart options are set using system properties and cannot be changed for individual items.
- B. Set both "No Quantity" and "Omit Price in Cart" to true on the Catalog Item.
- C. Write a Catalog Client Script for the item and use g_form.setDisplay() to hide each field.
- D. Set "Use Cart Layout" to false on the Catalog item and set both "No Quantity" and "Omit Price" in
"Cart" to true.
Answer: D
NEW QUESTION # 38
A Requested Item may be associated with one or more Requests.
- A. True
- B. False
Answer: A
NEW QUESTION # 39
How can you remove demo data?
- A. You have to deactivate the ITSM Foundation plugin and activate it again without selecting the "demo data" check box.
- B. In the settings, you can check the "Remove demo data" check box.
- C. You can request that through the HI portal.
- D. You have to go through the tables and select all records and delete them.
Answer: C
Explanation:
Explanation
You can use the HI portal to request removal of demo data. This option is available under Manage Instance module.
NEW QUESTION # 40
If you modify base instance process, it will be skipped during upgrades.
- A. True
- B. False
Answer: A
NEW QUESTION # 41
Which of the following are valid Request States? (Choose all that apply.)
- A. Approved
- B. Work in Progress
- C. Pending Approval
- D. Pending
- E. Open
Answer: A,C
NEW QUESTION # 42
Which of the following service catalog variable types are NOT supported in Mobile Classic interfaces? (Choose four.)
- A. Label
- B. Container Start
- C. HTML
- D. UI Page
- E. Lookup Select Box
- F. IP Address
Answer: A,B,C,D
NEW QUESTION # 43
A company has code to update a Request and Request Lines and make a callout to their external ERP system's REST endpoint with the updated records.
The CalloutUtil.makeRestCallout fails with a "You have uncommitted work pending. Please commit or rollback before calling out" error.
What should be done to address the problem?
- A. Change the CalloutUtil.makeRestCallout to an @InvocableMethod method.
- B. Change the CalloutUtil.makeRestCallout to an @future method.
- C. Move the CalloutUtil.makeRestCallout method call below the catch block.
- D. Remove the Database.setSavepoint and Database.rollback.
Answer: B
NEW QUESTION # 44
It is important to define the VIP users in order to correctly calculate incident priority.
- A. True
- B. False
Answer: B
Explanation:
No logic is added for incidents received from VIP callers. The only change is that a decoration is added next to the Caller field and the Caller text becomes red.
NEW QUESTION # 45
Which two values roll up the hierarchy to the manager for Collaborative Forecasting? (Choose two.)
- A. Opportunity amount
- B. Product quantity
- C. Expected revenue
- D. Quota amount
Answer: A,D
NEW QUESTION # 46
You should activate surveys because they are not activated for incidents, by default.
- A. True
- B. False
Answer: A
NEW QUESTION # 47
Which of the following is NOT an option in the incident's Resolution code drop down list?
- A. Solved Remotely (Permanently)
- B. Canceled by caller
- C. Solved (Work Around)
- D. Not Resolved (Too Costly)
Answer: B
Explanation:
Explanation
All the listed options are actual options in the Resolution code field except the "Canceled by caller".
NEW QUESTION # 48
What will be the new state once you click on the "Confirm" button in the problem form?
- A. Fix in Progress
- B. Closed
- C. Root Cause Analysis
- D. Resolved
Answer: C
NEW QUESTION # 49
Which of these are considered configuration base items? (Choose three.)
- A. Printers
- B. Database Catalogs
- C. Cluster Nodes
- D. Out-of-Band Devices
- E. Network Gears
Answer: A,D,E
Explanation:
Explanation
Explanation:
configuration base items include: -Servers -Computers -Workstations -Out-of-band devices -Network gear - Printers -Communication Devices -UPSs -Accessories -Computer Peripherals -Software
NEW QUESTION # 50
In knowledge management, which conditions must be met before users can import Word documents?
- A. The knowledge base must have the Enable Article Import field set to true.
- B. The user must have the knowledge or knowledge_admin role.
- C. The user must meet the conditions in the Can Contribute User Criteria for at least one knowledge base OR have the knowledge or knowledge_admin role.
- D. The user must have one of the roles specified in the Knowledge system property "List of roles (comma-separated) that can import Knowledge Articles".
Answer: C
NEW QUESTION # 51
A company has a custom object, Order__c, that has a required, unique, external ID field called Order_Number__c.
Which statement should be used to perform the DML necessary to insert new records and update existing records in a List of Order__c records?
- A. upsert orders Order_Number__c;
- B. upsert orders;
- C. merge orders Order_Number__c;
- D. merge orders;
Answer: A
Explanation:
Explanation
NEW QUESTION # 52
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