CIS-ITSM practice questions 161–170

1. Question 161 · 220 in bank

   By default, when using Inbound actions, what happens if an email is received which has an Incident watermark?

   • AIncident SLA clock is un-paused
   • BIncident record is updated, per the action's script
   • CAuto-reply sent to sender, recommending they use Portal chat
   • DIncident record is re-set to state = attention required

   Show answer

   Answer: B

   Explanation

   From the book: An inbound email action checks the email for a watermark that associates it with a task and checks for other conditions: - Email reply: sending an email back to the source that triggered the action - By default, if an email has no identifiable watermark, an inbound email action creates a new incident from the message. - If the email has a watermark of an existing incident, an inbound email action updates the existing incident according to the action's script

   Source: Adapted from community discussion — MarlyB

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2. Question 162 · 220 in bank

   When using the Email Client, what is the difference between an Email Template and a Quick Message?

   • AEmail Templates are like forms that can be sent to the caller for completion; Quick Messages are primarily used by the Chat Bot
   • BEmail Template is defined and automatically applied when the email form launches; Quick Messages are defined and then can be manually applied by the user
   • CEmail Templates are included with ITSM; Quick Messages are new with Machine Learning
   • DEmail templates are defined by users with admin role; Quick Messages are defined by users with quick_message_admin role

   Show answer

   Answer: B

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3. Question 163 · 220 in bank

   Select 2

   Your customer wants incidents to close automatically 7 days after the incident is resolved. How do you meet this requirement? (Choose two.)

   • AModify the Incident Lifecycle flow to trigger from the Resolved date instead of the Updated date
   • BUpdate the incident_close UI action script
   • CFrom the Incident Properties application, set Enable auto closure of incidents based on Resolution date to Yes
   • DModify the Incident Lifecycle flow to expire after 7 days

   Show answer

   Answer: AC

   Explanation

   AC is correct. It's not D. Per pg 313 in the (Tokyo) ebook, "The default time for resolved incidents to be closed by the system is SEVEN days" already. Nothing to "modify"

   Source: Adapted from community discussion — brownbear324

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4. Question 164 · 220 in bank

   Your customer wants to use the Service Catalog to generate task-based records for end-user inquiries. What Service Catalog capability can you use to generate these records?

   • AExecution Plans
   • BContent Items
   • CCatalog Items
   • DRecord Producers

   Show answer

   Answer: D

   Explanation

   A record producer is a specific type of catalog item that allows end users to create task-based records, such as incident records, from the service catalog. https://docs.servicenow.com/ja-JP/bundle/utah-servicenow-platform/page/product/service-catalog-management/concept/c_RecordProducer.html

   Source: Adapted from community discussion — esllin

   References

   • docs.servicenow.com documentation

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5. Question 165 · 220 in bank

   From which table, is the Incident table extended?

   • ATask [task]
   • BTask [sn_task]
   • CTicket [ticket]
   • DWork [sn_work]

   Show answer

   Answer: A

   Explanation

   Change Request [change_request] Problem [problem] Incident [incident] Request [sc_request] Request Item [sc_req_item] Service Catalog Task [sc_task] all extended from task

   Source: Adapted from community discussion — sephereth

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6. Question 166 · 220 in bank

   What optional Incident table is extended from the Task table?

   • AChild Incident [incident_child]
   • BMajor Incident [major_incident]
   • CIncident Task [incident task]
   • DParent Incident [incident_parent]

   Show answer

   Answer: C

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7. Question 167 · 220 in bank

   Which type of catalog item should be used to create an incident record from the portal?

   • AIncident Template
   • BRequest Item
   • COrder Guide
   • DRecord Producer

   Show answer

   Answer: D

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8. Question 168 · 220 in bank

   Select 2

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

   • AToo many options may confuse users and increase mis-categorization
   • BChoices have no additional metadata to drive process
   • CIt is difficult to implement
   • DIt is not part of the baseline instance

   Show answer

   Answer: AB

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9. Question 169 · 220 in bank

   Select 2

   When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)

   • AIf selected CI does not have an Owner group, write the Support group from the Service Offering to the Assignment group field
   • BIf selected CI has a Support group, write that group to the Assignment group field
   • CIf selected CI has an Owner group, write that group to the Assignment group field
   • DIf selected CI does not have a Support group, write the Support group from the Service Offering to the Assignment group field

   Show answer

   Answer: BD

   Explanation

   From the book: Automatically populate the Assignment group field based on the support group available for the respective CI. If the CI does not have a support group, then the field gets populated with the support group available for the service offering.

   Source: Adapted from community discussion — MarlyB

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10. Question 170 · 220 in bank

    On an incident record, where are the fields that appear on the caller lookup select box defined?

    • AThe Caller lookup field on the [user] table
    • BThe ref_ac_column attribute from the dictionary entry
    • CThe ref_contributions attribute on the caller lookup form
    • DThe form design of the caller lookup form

    Show answer

    Answer: B

    Explanation

    From the book: However, additional fields may be added by adding the ref_ac_column attribute from the dictionary entry and listing all the columns you want visible for the Caller Lookup Select Box

    Source: Adapted from community discussion — MarlyB

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CIS-ITSM practice, question 161. 220 questions available.