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Where do you enable the Search as feature for an incident?
Answer: C
Technically, none of the solutions are correct. The right answer is on p270. "Search as" is set on the "Search as" tab in Contextual Search > Table Configuration. It has nothing to do with Related Search.
Source: Adapted from community discussion — armin_vcg
If the Assignment group is empty on an incident record, what happens when an agent that is a member of a single user groups clicks the Assign to me UI action?
Answer: B
Correct Textbook Tokyo P289 2. If the Assignment group is empty and you are a member of a single group, the Assignment group field is filled in and the record is assigned to you.
Source: Adapted from community discussion — esllin
A problem record is the Parent to what record?
Answer: D
When you create a problem from an incident, impact, urgency and priority are automatically populated, from the incident record. Your problem management process owner wants the problem manager to be responsible for assessing the impact and urgency on the problem, so they don't want the values from incident to be copied over. What module would you use to make this adjustment?
Answer: B
Problem > Administration > Problem Properties, under Problem Created from Incident Properties, add the column names (incident) seperated by a comma.
Source: Adapted from community discussion — sephereth
As of Quebec, Problem task records will move automatically from one state, to another state, provided the required fields are filled. What are those states?
Answer: C
A new problem manager wants to know how to create reports for monitoring problem management activities. What do you recommend they do before creating new reports?
Answer: C
Your customer wants to know why users with the problem_coordinator role can Communicate workarounds, and fixes; but users with problem_task_analyst cannot. How do you explain this?
Answer: A
A provides an explanation of why D is relevant, but none of the solutions are technically correct. This is a question of roles and responsibilities. Communicating fixes falls into the coordinator's role. See p349.
Source: Adapted from community discussion — armin_vcg
Which incident management roles are activated by installing the ITSM Roles plugin (com.snc.itsm.roles)? (Choose two.)
Answer: AD
A user wants to know what makes the Known Error knowledge base in ServiceNow different from all other knowledge bases. How should you respond?
Answer: D
Problem management provides what benefits for Incident management? (Choose two.)
Answer: AB
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CIS-ITSM practice, question 171. 220 questions available.
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