[2024] CIS-ITSM Exam Dumps, Test Engine Practice Test Questions
Pass CIS-ITSM exam [Jan 20, 2024] Updated 115 Questions
NEW QUESTION # 23
Which table is used to store emergency change requests?
- A. Change [change]
- B. Emergency CR [emergency_cr]
- C. Change Request [change_request]
- D. Emergency Change Request [emergency_change_request]
Answer: C
Explanation:
Explanation
All types of change requests are stored in the same table: Change Request [change_request].
NEW QUESTION # 24
The purpose of "CAB Required" checkbox in the change request form is to determine whether the workflow will send approval task to the CAB group.
- A. True
- B. False
Answer: B
Explanation:
Explanation
CAB Required does not drive logic. Instead, the determination as to whether the CAB review is required is based on conditions set for each CAB definition.
NEW QUESTION # 25
An Apex Trigger creates a Contract record every time an Opportunity record is marked as Closed and Won.
This trigger is working great, except (due to a recent acquisition) historical Opportunity records need to be loaded into the Salesforce instance.
When a test batch of records are loaded, the Apex Trigger creates Contract records. A developer is tasked with preventing Contract records from being created when mass loading the Opportunities, but the daily users still need to have the Contract records created.
What is the most extendable way to update the Apex Trigger to accomplish this?
- A. Use a List Custom Setting to disable the Trigger for the user who does the data loading.
- B. Use a Hierarchy Custom Setting to disable the Trigger for the user who does the data loading.
- C. Add a Validation Rule to the Contract to prevent Contract creation by the user who does the data loading.
- D. Add the Profile Id of the user who does the data loading to the Trigger so the Trigger won't fire for this user.
Answer: B
NEW QUESTION # 26
Which table does the "Knowledge Base" table extend from?
- A. kb_knowledge_core
- B. kb_knowledge
- C. None of the listed answers
- D. task
Answer: C
Explanation:
Explanation
Knowledge Base table doesn't extend from any other table.
NEW QUESTION # 27
ATF is NOT supported for order guides in service portal.
- A. True
- B. False
Answer: A
NEW QUESTION # 28
How to configure the fields to be copied from the original incident when an incident is copied?
- A. Modify the incident property "com.snc.incident.copy.columns"
- B. Modify the incident property "com.snc.incident.copy.fields"
- C. Modify the incident property "com.snc.incident.copy.attributes"
- D. There's a predefined set of fields to be copied and they cannot be changed
Answer: C
NEW QUESTION # 29
In the baseline instance configuration for Incident Management, when Impact = 3 - Low and Urgency = 3 Low, the Priority will be set to 5 - Planning.
The customer requirement is to set the Priority to 4 - Low, given these Impact and Urgency settings Where should this be changed in the platform?
- A. Client Script
- B. Priority Data Lookups Table
- C. Priority Calculation Business Rule
- D. System Property
Answer: B
NEW QUESTION # 30
According to ServiceNow, it is recommended to use Widgets instead of Macros.
- A. True
- B. False
Answer: A
NEW QUESTION # 31
The contextual search feature allows end users to see related knowledge articles, catalog items, resolved incidents and resolved problems to help them solve their problem before they raise an incident.
- A. True
- B. False
Answer: B
Explanation:
Explanation
Related resolved & open incidents and resolved & open problems don't appear to end users. End users can only see related knowledge articles and catalog items.
NEW QUESTION # 32
ServiceNow is very flexible platform. Therefore, it is encouraged to customize ITSM processes to match any requirements from the customer.
- A. True
- B. False
Answer: B
Explanation:
Explanation
Technical staff should keep quality attributes in mind when considering stakeholder desires and requirements.
NEW QUESTION # 33 
Which two of the examples above have correct System.debug statements? (Choose two.)
- A. Example 4
- B. Example 3
- C. Example 2
- D. Example 1
Answer: C,D
NEW QUESTION # 34
Catalog UI Policies CANNOT be included within variable sets.
- A. True
- B. False
Answer: B
NEW QUESTION # 35
Configuration items can be created from asset management.
- A. True
- B. False
Answer: A
Explanation:
Explanation
One of the channels to create configuration items is from asset management.
NEW QUESTION # 36
Which of the following roles can delete a problem task? (Choose all that apply.)
- A. problem_admin
- B. admin
- C. problem_manager
- D. itil
- E. problem_task_analyst
Answer: A,B
Explanation:
Explanation/Reference:
NEW QUESTION # 37
Which one of the following represents the overall lifecylce of a Request?
- A. Submittal -> Approval -> Fulfillment -> Closure
- B. Approval -> Submittal -> Delivery -> Resolution
- C. Submittal -> Approval -> Resolution -> Closure
- D. Approval -> Submittal -> Fulfillment -> Closure
Answer: A
NEW QUESTION # 38
Which of the following reports are available for incidents in the baseline instance? (Choose three.)
- A. Closed Incidents
- B. Incidents Open per Week
- C. Critical Open Incidents
- D. Incidents by Priority and State
- E. Incidents Open per Month
Answer: B,C,D
NEW QUESTION # 39
It is recommended to refer to problem states using the values rather than the constants.
- A. True
- B. False
Answer: B
Explanation:
It is recommended to use the constants to maintain consistency.
NEW QUESTION # 40
Universal Containers wants to allow its customers to submit support requests across multiple channels.
In which two ways can this be accomplished with Salesforce? (Choose two.)
- A. Enable the Service Cloud Console app on the company website.
- B. Enable Chatter Questions in the company's Customer Community.
- C. Offer a Chat button on the company website.
- D. Expose the case feeds option on the company's website.
Answer: B,C
NEW QUESTION # 41
Your Problem Manager has a structured problem management process, which includes a final review of the solution implemented and of the data regarding incident reduction. When a problem is resolved, after implementing a fix, they want the Post Fix Review task to be automatically created and assigned to the Problem assignee.
What feature would you use to meet this requirement?
- A. Workflow Dashboard
- B. Task Creator
- C. Flow Designer
- D. Action Modeler
- E. State Model
Answer: C
NEW QUESTION # 42
Your customer wants incidents to close automatically 7 days after the incident is resolved. How do you meet this requirement? (Choose two.)
- A. Modify the Incident Lifecycle flow to trigger from the Resolved date instead of the Updated date Most Voted
- B. Update the incident_close UI action script
- C. Modify the Incident Lifecycle flow to expire after 7 days
- D. From the Incident Properties application, set Enable auto closure of incidents based on Resolution date to Yes Most Voted
Answer: A,C
NEW QUESTION # 43
Catalog item can appear only in one category.
- A. True
- B. False
Answer: B
Explanation:
Explanation
A catalog item can be associated with more than one category.
NEW QUESTION # 44
According to the OOTB implementation, you can only create normal change or emergency change from a problem, but not standard change.
- A. True
- B. False
Answer: A
NEW QUESTION # 45
Which of the following roles can delete a catalog?
- A. catalog_manager
- B. Nobody can delete catalogs
- C. itil_admin
- D. catalog_admin
Answer: D
NEW QUESTION # 46
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