CIS-ITSM Online Practice Questions and Answers

A company has a Lightning Page with many Lightning Components, some that cache reference data. It is reported that the page does not always show the most current reference data.

What can a developer use to analyze and diagnose the problem in the Lightning Page?

A. Salesforce Lightning Inspector Actions Tab

B. Salesforce Lightning Inspector Event Log Tab

C. Salesforce Lightning Inspector Transactions Tab

D. Salesforce Lightning Inspector Storage Tab

A Knowledge Article can be associated with multiple Knowledge Bases.

A. True

B. False

Which module to use in order to change the default behavior of "Communicate Workaround" in problems?

A. Configurations > UI Actions

B. System Policy > Script Actions

C. System Policy > UI Actions

D. Configurations > Script Actions

Which field is used to store the known error article number that is linked with a problem?

A. Known Error article number

B. Known Error Number

C. Primary Known Error article

D. Known Error article

In the baseline instance, which of the following states are available for incidents? (Choose all that apply.)

A. Awaiting Info

B. Open

C. Canceled

D. New

E. On Hold

Users who approve changes require ServiceNow license unless they do the approval through email.

A. True

B. False

Which of the following fields is mandatory when the button "Request Approval" in normal change form is clicked?

A. Planned start date

B. Assignment group

C. Justification

D. Assigned to

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" and the On Hold reason is "Awaiting Problem".

C. Workaround is copied to comments of all incidents that are linked to the problem where the incidents' states are "On Hold".

D. Workaround is copied to comments of all incidents that are linked to the problem.

Which table is the Incident [incident] table extended from?

A. Incident Task [incident_task]

B. Application File [sys_metadata]

C. Task [task]

D. CMDB [cmdb]

Which of the following represents how Knowledge Management Article publishing is managed?

A. Each Knowledge Base follows its own Publish and Retire workflow

B. Publish and Retire workflows are set in the Knowledge Management System Properties

C. Each Knowledge Article follows its own Publish and Retire workflow

D. Any article submitted is automatically published