ServiceNow

When creating a call ticket, I should start with the ______ tab.

• Callers

• Accounts

• Incident

• New Call

When there is an outage, I would put the parent incident in the ____ field of a call ticket.

• Short Description

• Related To

• Callers

• Opened on Behalf Of

Clicking the ____ button will automatically close the call ticket status.

• Save

• Submit

• Update

• Resolve

Where would you go to check call tickets opened by you?

• Callers

• My Calls

• Knowledge

• Incident

Customer is calling regarding an existing open incident, what would you do?

• Open a call ticket and relate the existing incident.

• Continue documenting in the incident

• Open a call ticket and create a new incident

• Create and close a call ticket

If SSPR is successful, what box should you check in a call ticket ?

• Call transferred from CSS

• Security Verification

• SSPR

• Knowledge

The amount of time from when the initial issue is reported to when it is resolved.

• SLA

• OLA

The amount of time from when the initial issue is reported until it is assigned to another assignment group or person.

• SLA

• OLA

If the account "Active status" is set to False, what should you do?

• Create a call

• Create an incident

• Reach out to business advisor

• Email Kathy Williams

____ is the Generic account number

• 441

• 911

• 411

• 000