[Mar-2023 Newly Released] Pass CIS-ITSM Exam - Real Questions & Answers [Q244-Q260]

Q244. Which of the following tables does the change_request_metric database view join? (Choose all that apply.)

metric_definition

task_sla

change_task

change_request

metric_instance

Q245. Which of the following modules can be used to define incident priority rules?

System Policy > Rules > Priority Lookup Rules

System Policies > Rules > Incident Priority Lookup

System Policy > Rules > Data Lookup Definitions

System Policies > Rules > Incident Priority Rules

Q246. Which of the following fields is mandatory when the button “Request Approval” in normal change form is clicked?

Planned start date

Assignment group

Justification

Assigned to

Q247. 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?

Apex Trigger

Process Builder

Flow Builder

Approvals

Q248. You can create a standard change from an incident by clicking on the “Create Standard Change” UI Action in an incident form.

True

False

Q249. Which of the following is NOT a feature provided by Knowledge Management OOTB?

Subscribing to articles

Article versioning

Integration with social networking platforms

Import from Microsoft Word

Q250. In the baseline platform configuration, which of these are required when closing a Normal Change? Select all that apply.

Post-Implementation Review

CAB Approval

Close Code

Close Notes

Q251. What are two capabilities of Territory Management? (Choose two.)

The ability to use opportunity criteria to expand a private sharing model.

Territory hierarchy replaces the role hierarchy for sharing.

The ability to use account criteria to expand a private sharing model.

Support for complex and frequently changed sales organization structures.

Q252. Which of the following is NOT included in the Incident Management Lifecycle?

Creation and Classification

Investigation and Diagnosis

Resolution and Closure

Approval and Fulfillment

Q253. How is access to knowledge articles administered?

Filter Conditions on the knowledge base

User Criteria and User Roles

User Roles

User Criteria and Entitlements

Q254. What is the name of the view that can be configured to control the fields displayed when a user hovers over te reference icon next to a reference field?

mobile

tool_tip

reference_view

sys_popup

Q255. Which of the following record types would you use in order to view company policies?

Record Producer

Order Guide

Content Item

Catalog Item

Q256. Which of the following approaches is used to display a variable from a requested item on a Catalog Task form?

In the Catalog Task Activity within the Item’s fulfillment workflow, write a Script to retrieve and set Catalog Task field values.

In the Catalog Task Activity within the Item’s fulfillment workflow, select variables to be displayed in the Variables on Task Form field.

In the Catalog item, set Cascade Variables to true.

In the Catalog item, set Display Variables in Catalog Tasks to true.

Q257. Which ServiceNow feature allows users to contact the Service Desk agents using Chat Queues and allows Service Desk agents to open Incidents directly from Chat sessions with users?

Connect Support

Social Q&A

Embedded Help

Employee Self-Service

Q258. It is possible to create incidents automatically based on alerts from Event Management.

True

False

Q259. Map to field functionality is NOT supported for variables added inside a variable set.

True

False

Q260. The calculation of incident priority is based on both impact and urgency fields.

True