[Q12-Q34] Certified Implementation Specialist – IT Service Management Practice Tests 2024 Pass CIS-ITSM with confidence!

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Certified Implementation Specialist – IT Service Management Practice Tests 2024 | Pass CIS-ITSM with confidence!

Practice CIS-Service Management CIS-ITSM exam. Online Exam Practice Tests with detailed explanations!

NO.12 Field Decorations are controlled by the “ref_contributions” attribute.

True

False

NO.13 Which of the following is NOT a feature provided by Knowledge Management OOTB?

Subscribing to articles

Article versioning

Integration with social networking platforms

Import from Microsoft Word

NO.14 What is the module name that is used to access configuration base items?

Configuration Items > Base Items

Configuration > Base Items

CMDB > Base Items

Base Items > Configuration

NO.15 The Requirements Workshop answers the questions “Where would we like to be, where do we start, and how do we get there?”

False

True

NO.16 Which property on an order guide will pass variables from one item to another item with equivalent variables?

Cascade Variables

Share Variables

Waterfall Variables

Mirror Variables

NO.17 Universal Containers uses a custom object to track customer complaints. The company wants to have a field on the custom object where they can include a reference to another complaint.
Which type of relationship can be used to accomplish this?

Master-detail

Hierarchical

Junction

Lookup

NO.18 A customer has a requirement to include a Catalog Item to order Microsoft Access in several Categories so that users can find it easily. What is the best way to do this?

List the Categories in the Catalog Item’s Description field

Copy the Catalog Item and associate a copy with each Category

Build the item as an Order Guide

Add additional Categories in the Catalog Item’s Categories Related List

NO.19 Sales management wants to enforce a process in which the name of an account is always included in the name of an opportunity.
How can automation be used to help meet this requirement?

Use an Apex trigger on the Account object that adds the account name to the opportunity name.

Write a validation rule that updates the opportunity name with the account name using a cross-object formula.

Write a criteria-based workflow rule that updates the opportunity name concatenated with the account name.

Use an approval process that routes newly created opportunities to management for data quality review.

NO.20 Where should an admin go to view all of the search queries entered by users in the knowledge search?

[KD_feedback] table

[kb_view] table

Knowledge queries application

Search logs application

NO.21 A large company uses Salesforce across several departments. Each department has its own Salesforce Administrator. It was agreed that each Administrator would have their own sandbox in which to test changes.
Recently, users notice that fields that were recently added for one department suddenly disappear without warning. Also, Workflows that once sent emails and created tasks no longer do so.
Which two statements are true regarding these issues and resolution? (Choose two.)

The administrators are deploying their own Change Sets, thus deleting each other’s fields from the objects in production.

A sandbox should be created to use as a unified testing environment instead of deploying Change Sets directly to production.

Page Layouts should never be deployed via Change Sets, as this causes Workflows and Field-level Security to be reset and fields to disappear.

The administrators are deploying their own Change Sets over each other, thus replacing entire Page Layouts and Workflows in Production.

NO.22 How many columns can a formatter contain in a variable set?

There is no upper limit to the number of columns a formatter can have.

NO.23 ServiceNow doesn’t recommend having a service for generic requests in the service catalog.

True

False

NO.24 An Inbound Action processes an email received by ServiceNow to create or update a record in ServiceNow.

True

False

NO.25 An administrator has been asked to grant read, create and edit access to the product object for users who currently have the standard marketing user profile.
Which two approaches could be used to meet this request? (Choose two.)

Create a new profile for the marketing users and change the access levels to read, create and edit for the product object.

Change the access levels in the marketing user standard profile to read, create and edit for the product object.

Create a permission set with read and write access for the product object and assign it to the marketing users.

Create a permission set with read, create and edit access for the product object and assign it to the marketing users.

NO.26 Where are the technical approvals defined, that are executed in the Change – Normal – Assess flow?

Change Assess Approval Subflow

Change Approval Policy

Change Approval Subflow

Change Approval Matrix

NO.27 When does a State of On Hold pause an SLA?

Never

Always

Depends upon the SLA conditions

NO.28 What is the purpose of the “Send to event creator” check box in the notification form?

To sends a monthly report to the author of an event with all the times an event was triggered during the month.

It allows an email to be sent to the user who triggered an event which caused a notification.

It sends a notification to the author of the event every time the event is triggered.

It allows certain users to subscribe to these notifications.

NO.29 What would you use to create Incident records based on email sent by users or systems?

Transform Map

Record Producer

Inbound Flow Action

Data Collection Job

NO.30 Which of the following are valid Request States? (Choose all that apply.)

Pending Approval

Open

Pending

Approved

Work in Progress

NO.31 You can create only one change request from an incident.

True

False

NO.32 Recently a Salesforce org’s integration failed because it exceeded the number of allowed API calls in a
24-hour period. The integration handles a near real-time, complex insertion of data into Salesforce.
The flow of data is as follows:
* The integration looks up Contact records with a given email address and, if found, the integration adds a Task to the first matching Contact it finds.
* If a match is not found, the integration looks up Lead records with a given email address and, if found, the integration adds a Task to the first matching Lead it finds.
* If a match is not found, the integration will create a Lead and a Task for that newly created Lead.
What is one way in which the integration can stay near real-time, but not exceed the number of allowed API calls in a 24-hour period?

Use the REST API as well as the SOAP API to effectively double the API calls allowed in a 24-hour period.

Create an Inbound Message that, using Flow, can do all of the logic the integration code was doing.

Write a custom Apex web service that, given an email address, does all of the logic the integration code was doing.

Create several Apex InboundEmailHandlers to accept calls from the third-party system, thus bypassing the API limits.

NO.33 How to see which record producers and catalog items are using a certain variable set?

In the variable set, check the “Record Producers” related list.

Check the Variable Sets Mapping table.

None of the listed answers.

In the variable set, check the “Included In” related list.

NO.34 Catalog UI Policies may be applied to _____________. (Choose two.)

Catalog Categories

Catalog Items

Variable Sets

Service Catalogs

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