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NEW QUESTION # 68
What is the relationship between User table and Location table?
- A. Many-to-many
- B. One-to-many (one location can be assigned to many users)
- C. One-to-many (one user can have many locations)
- D. One-to-one
Answer: B
Explanation:
A user can have only one location, but the same location can be used for many users.
NEW QUESTION # 69
Which of these are considered configuration base items? (Choose three.)
- A. Servers
- B. Business Service
- C. Accessories
- D. Computers
- E. Applications
Answer: A,C,D
Explanation:
Explanation/Reference:
NEW QUESTION # 70
Which of the following can the end user see in the related search result?
- A. Resolved Problems
- B. Open Incidents
- C. Open Problems
- D. Resolved Incidents
- E. Knowledge Articles
Answer: E
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 # 71
In Problem Management, when the State of a Problem changes to Closed/Resolved, what updates are made to the associated Incidents?
(Assume associated Incidents have a State of On Hold and On Hold Reason of Awaiting Problem.)
- A. The Work Notes field on each associated Incident is updated with details from the Problem Close Notes
- B. Solved (Permanently). Resolution notes are populated with details from the Problem Close Notes field
- C. No updates are made to associated Incidents. Service Desk agents must manually update all associated Incidents.
- D. The State of each Incident is set to In Progress
- E. The State of each associated Inciedent is updated to ResolveResolution code is set to
Answer: B
Explanation:
Explanation
The Resolve Incidents UI Action acts ONLY on related Incidents that are in a State of On Hold with an On Hold Reason of Awaiting Problem. When triggered, t he UI Action will set all Incidents that meet these conditions to a State of Resolved and will set the Resolution code and Resolution notes.
Updating the Problem record won't update the associated Incidents. The Resolve Incidents UI Action must be used to update the incidents.
NEW QUESTION # 72
What should you do in order to edit the template used to populate fields of known error article created from a problem?
- A. Modify "Problem Known Error article" record in the "known_error_article" table
- B. Modify "Problem Known Error article" record in the "csm_table_map" table
- C. Modify "Problem Known Error article" record in sys_template table
- D. Modify "Problem Known Error article" record in the Knowledge Base
Answer: B
NEW QUESTION # 73
Which of the following statements is true when an incident has several child incidents?
- A. All updates to child incidents are reflected in the parent incident.
- B. No updates are synchronized between parent and child incidents.
- C. Updates to State, Comments, Work Notes, and Resolution Code are reflected in child incidents.
- D. All updates to parent incident are reflected in child incidents.
Answer: C
Explanation:
Explanation
When a Parent Incident's State changes to Resolved - for all active Children, the State, Close Notes, Close Code, Comments, and Work Notes are updated to reflect updates in the parent incident's corresponding fields.
NEW QUESTION # 74
An administrator has been asked to create a replica of the production organization. The requirement states that existing fields, page layouts, record types, objects, and data contained in the fields and objects need to be available in the replica organization.
How can the administrator meet this requirement?
- A. Create a configuration-only sandbox.
- B. Create a metadata sandbox.
- C. Create a full sandbox.
- D. Create a developer sandbox.
Answer: C
NEW QUESTION # 75
A new Problem Coordinator accidentally created several problem investigations that need to be deleted.
What role is required to delete a problem record?
- A. problem_manager
- B. problem_coordinator
- C. RH_manager
- D. so_problem_delete
- E. problem_admin
Answer: E
NEW QUESTION # 76
A developer created a new trigger that inserts a Task when a new Lead is created. After deploying to production, an outside integration is periodically reporting errors.
Which change should the developer make to ensure the integration is not affected with minimal impact to business logic?
- A. Deactivate the Trigger before the Integration runs.
- B. Use a Try/Catch block after the insert statement.
- C. Remove the Apex Class from the Integration User's Profile.
- D. Use the Database method with allOrNone set to False.
Answer: B
NEW QUESTION # 77
In Problem Management, which element must be edited to modify the field mappings when Knowledge Articles are generated from ACTIVE Problem records?
- A. Problem Create Knowledge Business Rule
- B. Post News or Post Knowledge UI Actions
- C. Problem to Knowledge Transform Map
- D. ProblemUtil Script Include
Answer: A
Explanation:
Explanation
https://[INSTANCE].service-now.com/nav_to.do?uri=sys_script.do?sys_id=877c97b80a0a3c740147ca0a461265 BR Name: "Problem Create Knowledge" BR Condition:
current.problem_state.changesTo(4) && current.knowledge == true
BR Script (snip):
function submitDirect() {
var kb = new GlideRecord("kb_knowledge");
kb.source = current.sys_id;
kb.short_description = current.short_description;
kb.sys_domain = current.sys_domain;
kb.text = current.work_notes.getHTMLValue();
kb.workflow_state = 'draft';
kb.kb_knowledge_base = gs.getProperty("glide.knowman.task_kb", "dfc19531bf2021003f07e2c1ac0739ab"); kb.insert();
NEW QUESTION # 78
Which two deployment tools can be used to deploy metadata from a Developer Edition organization to another organization? (Choose two.)
- A. Salesforce Extensions for Visual Studio Code
- B. Change sets
- C. Ant Migration Tool
- D. Data Loader
Answer: A,B
NEW QUESTION # 79
Workshops intend to understand the current processes at the organization in order to reflect them in ServiceNow ITSM.
- A. True
- B. False
Answer: B
Explanation:
Explanation
Workshops don't intend to recreate what the customer has in place today in a new system, but rather it aims to align the customer's processes with ServiceNow best practices.
NEW QUESTION # 80
Which of the following statements is true regarding the permission that a user of itil role has?
- A. Users with itil role can update any incident except closed and resolved incidents.
- B. Users with itil role can only update incident created by them.
- C. Users with itil role can update any incident except closed incidents.
- D. Users with itil role can update any incident.
Answer: C
Explanation:
Explanation/Reference:
NEW QUESTION # 81
Which field on a Configuration Item record may be used to expedite Incident routing and resolution?
- A. Approval group [change_control]
- B. Due Date [due]
- C. Support Group [support_group]
- D. Maintenance Schedule [maintenance_schedule]
Answer: C
Explanation:
NEW QUESTION # 82
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. Select Box
- B. Reference
- C. Break
- D. Single Line of Text
Answer: D
NEW QUESTION # 83
Sometimes events on Salesforce need to be handled by an external system due to the scale or type of process being executed. Consider the use case of a user in Salesforce needing to get pricing for an order they are building in Salesforce while on the phone with a customer.
The pricing logic already exists in a third-party system. Instead of recreating this logic in Salesforce, it will be leveraged by making a request of the third-party system. The response, in this case the pricing, will be returned and stored back in Salesforce.
What is the optimal solution?
- A. A Process Builder process and Outbound Message to fetch the pricing upon save and store the pricing in Salesforce
- B. A Visualforce page that can make a real-time Apex callout to display and save the pricing back in Salesforce
- C. An ETL tool to process batches of newly saved Orders every few minutes to store the pricing back in Salesforce
- D. An Apex trigger that upon saving the Order will make a real-time Apex callout, saving the pricing back in Salesforce
Answer: D
NEW QUESTION # 84
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The CIS-ITSM certification exam is ideal for IT professionals who want to enhance their IT service management skills and advance their careers by working with ServiceNow. CIS-ITSM exam covers a wide range of topics, including incident management, problem management, change management, request management, and service catalog management. By earning this certification, professionals can demonstrate their expertise in ServiceNow ITSM implementation and become a valuable asset to their organizations.
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