ServiceNow CIS-ITSM Online Practice Questions and Exam Preparation

ServiceNow CIS-ITSM Online Questions & Answers

• Question 41:

  In the ITSM application, which business rule automatically populates the Assignment Group on an Incident record based on its CI?

  A. Assignment Group Auto-Fill
  B. ITSM Group Lookup
  C. Populate Assignment Group based on CI/SO
  D. Auto-Route ITSM
  C. Populate Assignment Group based on CI/SO

• Question 42:

  What tools are available to the assignee to help resolve an Incident? (Choose two.)

  A. Knowledge Articles
  B. Workarounds
  C. CI Class Manager
  D. Incident Overview Dashboard
  E. Enterprise CMDB Dashboard
  A. Knowledge Articles
  B. Workarounds

• Question 43:

  By default, a business rule, causes the Assignment group to be automatically set. How is the group identified?

  A. Change group on CI record, or if empty, the Change group on the Service offering
  B. Support group on CI record, or the default assignment group for the user
  C. Support group on CI record, or if empty, the Support group on the Service
  D. Support group on CI record, or if empty, the Support group on the Service offering
  D. Support group on CI record, or if empty, the Support group on the Service offering

• Question 44:

  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 Cart Layout, Columns tab, unselect Quantity column
  B. On the Catalog Item, Columns tab, unselect Quantity column
  C. On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity
  D. On the Catalog, Advanced View, unselect Use cart layout, select No quantity
  E. On the Catalog Item, Cart Layout Related List, set the Quantity record to Inactive
  C. On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity

• Question 45:

  What module can administrators use to define feedback options such as "Helpful?" or "Comments" on knowledge articles?

  A. Knowledge Feedback Settings
  B. Knowledge Base Configuration
  C. Feedback UI Action
  D. Knowledge Base Properties
  D. Knowledge Base Properties

• Question 46:

  Which record type would you use for a View Company Policies link that would redirect to a Knowledge Article?

  A. Knowledge Item
  B. Record Producer
  C. Content Item
  D. Order Guide
  E. Catalog Item
  C. Content Item

• Question 47:

  Where are the technical approvals defined, that are executed in the Change - Normal - Assess flow?

  A. Change Approval Policy
  B. Change Assess Approval Subflow
  C. Change Approval Matrix
  D. Change Approval Subflow
  A. Change Approval Policy

• Question 48:

  What is the best practice for creating Knowledge Article templates for consistent article design?

  A. Use the Article Layout Designer
  B. Create templates using Knowledge Base Settings
  C. Use the Template functionality within Knowledge Management
  D. Enable Rich Text Editor for all articles
  C. Use the Template functionality within Knowledge Management

• Question 49:

  When using Catalog Builder, what can be built using templates? (Choose two.)

  A. Content items
  B. Catalog items
  C. Knowledge articles
  D. Order guides
  E. Record producers
  B. Catalog items
  E. Record producers

• Question 50:

  Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)

  A. Too many options may confuse users and increase mis-categorization
  B. Choices have no additional metadata to drive process
  C. It is difficult to implement
  D. It is not part of the baseline instance
  A. Too many options may confuse users and increase mis-categorization
  B. Choices have no additional metadata to drive process