Question 21 · 220 in bank
What would you use to create Incident records, based on email sent by users or systems?
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Answer: B
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What would you use to create Incident records, based on email sent by users or systems?
Answer: B
What tools are available to the assignee to help resolve an incident? (Choose two.)
Answer: AB
When you activate the ITSM Roles plugin, what additional granular roles are created for the Incident application? (Choose two.)
Answer: BC
Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the Network CAB, instead of Network Support You have confirmed that: The Network Support group record has the Group types: Incident and Change The Network CAB group record has the Group type: Change What could you do on the incident form, for the Assignment Group field, to resolve this issue?
Answer: C
From the book: Once group types are assigned, use Dictionairy Overrides to specify Reference Qualifiers on the Assignment group fields for each task type.
Source: Adapted from community discussion — MarlyB
What are some good practices for guiding your customers' use of Notifications? (Choose three.)
Answer: ABC
From the book: Notifications Good practices: - Go for under-notification vs. over-notification - Guide and advise customers on what notifications they should be using - Be aware if Marketing and Communications needs to approve the wording and format
Source: Adapted from community discussion — MarlyB
Your customer wants to use Incident Tasks on Incident records. But for efficiency reasons, they want to automatically close all Incident Tasks when the parent Incident is closed or canceled. How could you meet this requirement? (Choose two.)
Answer: CD
From the book: Enable System property - com.snc.incident.incident_task.closure to close open incident tasks when an incident is closed or cancelled. This System Property has the Description: Close open Incident Tasks when Incident is closed or cancelled.
Source: Adapted from community discussion — MarlyB
Incident management includes limited functionality for what advanced reporting capability?
Answer: B
From the book: Aditionally, limited Performance Analytics functionality for incident management is available to all customers without the need for a Performance Analytics Premium license.
Source: Adapted from community discussion — MarlyB
Your client indicates they would like a way to designate VIP callers on an incident form. How would you accomplish this?
Answer: C
From the book: Very Important Person (VIP) Flag - Field style: Callers, such as executives and leadership, may be designated as VIP users. VIP users' names appear in red to make them more visible to agents. In the baseline, a callers' VIP status does not affect the incident priority or any other process logic. This is managed in Highlight VIP Caller Client Script.
Source: Adapted from community discussion — MarlyB
What happens if an agent hovers over the reference icon next to the caller field on an incident record and there is not a sys_popup view defined for the [sys_user] table?
Answer: A
A is correct. If no sys_popup view is defined for a table, the Default view of the form will be used when a user hovers a reference icon. Textbook Tokyo P266.
Source: Adapted from community discussion — esllin
If the Assignment group is empty on an incident record, what happens when an agent that is a member of multiple user groups clicks the Assign to me UI action?
Answer: B
B is correct Textbook Tokyo P289 If the Assignment group is empty and you are a member of multiple groups, you are prompted to select the assignment group.
Source: Adapted from community discussion — esllin
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CIS-ITSM practice, question 21. 220 questions available.
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