CIS-ITSM Study Guide: Latest [Apr 01, 2024] Realistic Verified CIS-ITSM Dumps
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NEW QUESTION # 39
When using the Email Client, what is the difference between an Email Template and a Quick Message?
- A. Email Templates are included with ITSM; Quick Messages are new with Machine Learning
- B. Email templates are defined by users with admin role; Quick Messages are defined by users with quick_message_admin role
- C. Email Templates are like forms that can be sent to the caller for completion; Quick Messages are primarily used by the Chat Bot
- D. 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
Answer: D
NEW QUESTION # 40
Incidents can be created and managed in the workspace, using UI layouts that are tailored to different personas, processes, and interfaces. Examples include:
* Default
* Major incidents
* Self Service
* Mobile
What are these UI layouts called in the Now Platform?
- A. Views
- B. Forms
- C. Workspaces
- D. Form Designs
- E. Form Layouts
Answer: A
NEW QUESTION # 41
When does the CAB Date get auto-populated in the change request form?
- A. CAB Date is never auto-populated. It should be set manually.
- B. When state changes to Assess.
- C. When change is added to a CAB meeting agenda.
- D. When state changes to Authorize.
Answer: C
NEW QUESTION # 42
Which of the following tables does the change_request_sla database view join? (Choose all that apply.)
- A. change_sla
- B. task_sla
- C. metric_instance
- D. change_task
- E. change_request
Answer: B,E
Explanation:
Explanation/Reference:
NEW QUESTION # 43
On an incident, which of the following conditions will trigger the Reopen Count field value to be incremented?
- A. State changes from Resolved to On Hold
- B. Submission of an incident by the same Caller with an identical short description
- C. Assignment group changes from Service Desk to Software Group
- D. Update to an associated problem record
Answer: A
NEW QUESTION # 44
Which field is used to store the known error article number that is linked with a problem?
- A. Known Error article
- B. Known Error Number
- C. Primary Known Error article
- D. Known Error article number
Answer: C
NEW QUESTION # 45
If you modify base instance process, it will be skipped during upgrades.
- A. True
- B. False
Answer: A
NEW QUESTION # 46
When creating a variable to identify a location for a catalog item to be delivered, the most likely variable type to choose would be _____________.
- A. Reference
- B. Single Line of Text
- C. Break
- D. Select Box
Answer: B
NEW QUESTION # 47
Conflict Detection must be triggered manually for Changes using the Check Conflicts UI action.
- A. False
- B. True
Answer: A
Explanation:
Explanation
"The Check Conflicts UI Action runs the Conflict Detection logic manually and populates the results in the embedded list view."
NEW QUESTION # 48
Which two fields are used to calculate priority on an Incident?
- A. Impact and Urgency
- B. Business Criticality and Urgency
- C. Severity and Urgency
- D. VIP and Impact
Answer: A
Explanation:
NEW QUESTION # 49
How is granular read and write access for a specific change model defined?
- A. Configuring ACL's on the Create New landing page
- B. Setting Advanced Security to true and applying user criteria
- C. Change properties
- D. Configuring ACL's on the chge_model table
Answer: B
NEW QUESTION # 50
A developer built a Component to be used at the front desk for guests to self-register upon arrival at a kiosk.
The developer is now asked to create a Component for the Utility Tray to alert Users whenever a guest has arrived at the front desk.
What should be used?
- A. DML Operation
- B. Application Event
- C. Component Event
- D. ChangeLog
Answer: B
NEW QUESTION # 51
What happens when "Communicate Workaround" is clicked in problem form?
- A. Workaround is copied to comments of all incidents that are linked to the problem except incidents with state "On Hold".
- B. Workaround is copied to comments of all incidents that are linked to the problem where the incidents' states are "On Hold".
- C. Workaround is copied to comments of all incidents that are linked to the problem.
- D. Workaround is copied to comments of all incidents that are linked to the problem where the incidents' states are "On Hold" and the On Hold reason is "Awaiting Problem".
Answer: C
Explanation:
Explanation
This behavior has changed in New York release and now the workaround is copied to all linked incidents, not only those with state equals to On Hold.
NEW QUESTION # 52
In the baseline instance, which of the following views are available for incidents? (Choose three.)
- A. Password
- B. Workspace
- C. Agent View
- D. Metrics
- E. Master
Answer: A,B,D
Explanation:
There is no such a view called Master or Agent View. Note: there is a view called Default View that is meant to be viewed by agents.
NEW QUESTION # 53
Which two types of metadata should be migrated between environments using change sets? (Choose two.)
- A. Custom fields
- B. Email templates
- C. Account team roles
- D. Standard field picklist values
Answer: A,B
NEW QUESTION # 54
What will be the new state once you click on the "Confirm" button in the problem form?
- A. Fix in Progress
- B. Closed
- C. Resolved
- D. Root Cause Analysis
Answer: D
NEW QUESTION # 55
Your customer has an external system, which is used to perform changes. Your customer wants to capture these changes in your instance for reporting and CMDB maintenance purposes. What baseline Change Model supports this scenario?
- A. Automated Changes
- B. Cloud Infrastructure
- C. Change Registration
- D. Unauthorized Changes
- E. Retroactive Changes
Answer: C
NEW QUESTION # 56
In the baseline configuration for service catalog workflows, which of the following statements are true?
(Choose two.)
- A. Requests with a value over $1000 require manager approval.
- B. All Requested items require manager approval.
- C. Approvals will be skipped if there are no members in the approval group.
- D. Execution plans are used instead of workflows.
Answer: A,C
NEW QUESTION # 57
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?
- A. The Problem Management Best Practice - Madrid - Knowledge integration plugin has not been activated
- B. Tester is not impersonating Problem Coordinator
- C. The customer did not pay the bill for Knowledge management
- D. The requirement was not m the stories
- E. The sn_known_error_write role is required to see the Create Known Error article link
Answer: A
NEW QUESTION # 58
Sales management wants to enforce a process in which the name of an account is always included in the name of an opportunity.
How can automation be used to help meet this requirement?
- A. Use an Apex trigger on the Account object that adds the account name to the opportunity name.
- B. Use an approval process that routes newly created opportunities to management for data quality review.
- C. Write a criteria-based workflow rule that updates the opportunity name concatenated with the account name.
- D. Write a validation rule that updates the opportunity name with the account name using a cross-object formula.
Answer: C
NEW QUESTION # 59
Technical consultants should attend workshops.
- A. True
- B. False
Answer: A
NEW QUESTION # 60
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