ITSM1

When a user clicks on the Communicate fix UI action on the Problem form, what happens ?

• Fix is written to the Work notes field on any Incident associated with the problem, which is Active

  
  

• Fix is written to a draft Knowledge article

• Fix is written to the Comments field on any Incident associated with the problem, which is Active

• Fix is written to the Comments field on any Incident associated with the problem, which is On Hold, Awaiting Problem

When is a change task for Post Implementation Review created for an unauthorized change ?

• When a change manager accepts the change

• When the change request moves to a state of Assess

  
  

• When the change request moves to Close

• When the change request moves to a state of Review

When using Inbound Email Actions, what happens if an email is received which has no watermark or reference number ?

• New incident created from the message

• New interaction is created from the message

• Email is rejected and auto-reply sent to sender

• New case is created from the message

What is the Business Rule that triggers automatic group assignment on Incident, Problem or Change requests ?

• ITSM Assignment Lookup Rule

• Populate Assignment Group based on CI/SO

• Automatic Assignment for ITSM

• Auto-populate ITSM Assignment Groups

Your Problem Manager has a structured problem management process, which includes a final review of the solution implemented and of the data regarding incident reduction. When a problem is resolved, after implementing a fix, they want the Post Fix Review task to be automatically created and assigned to the Problem assignee.

What feature would you use to meet this requirement ?

• Flow Designer

• State Model

• Workflow Dashboard

• Task Creator

• Action Modeler

What are the different ways a user can provide feedback on a knowledge article ? (Choose four.)

• Flag Article

• Comment on Article

• Helpful ?

• 5 Star scale

• Pin Article

Which of the following Change Task Types are available by default ? (Choose three.)

• Verification

• Review

• Planning

• Deployment

• Testing

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 ?

• Add a UI action to provide an error message if the Network CAB group is selected

  
  

• Add a UI action to provide an error message if the Network CAB group is selected

  
  

• Add a UI action to hide the Network CAB group from the list

  
  

• Add Dictionary Override to specify the Incident group Reference Qualifier

Request fulfillment relies on three record types, Requests, Requested Items, and Catalog Tasks. The lifecycle status of these records is reflected in a combination of state and stage fields. Which status field is set by the flow ?

• State on Requested Item

• Stage on Requested item

• Status on Request

• State on Catalog Task

A tester wants to submit a bug report, because they are not able to see the Communicate Fix link under the Related Links on the Problem form.

What do you recommend that they confirm, before submitting the bug report ? (Choose two.)

• Tester is impersonating the assignee, which has the problem_coordinator role

• The Fix notes field is filled in and saved

• Tester is impersonating a user with communications.manager role

• Tester is impersonating a user with problem_coordinator role