Incident Management Quiz

Which type of catalog item should be used to create an incident record from the portal?

• Incident Template

• Request Item

• Record Producer

• Order Guide

Which Incident management roles are activated by installing the ITSM Roles plugin (com.snc.itsm.roles)? Choose 2 answers.

• sn_incident_write

• incident_manager

• sn_incident_read

• itsm_incident_read

• itsm_incident_write

Which field from the configuration item will automatically populate in the Assignment group field of an incident record?

• Managed by

• Change group

• Support group

• Approval group

How would you modify the quick view frame to show only specific fields when the ServiceDesk agent clicks on the information icon for the Caller's name?

• Update the sys_popup view for the caller table

• Update the sys_quick view for the caller table

• Update the sys_quick view for the user table

• Update the sys_popup view for the user table

Your customer has built a mature knowledge base with articles targeted to internal audiences, which are technical. Other articles are written for end users, with simple instructions. From the Incident form, the agents would like to be able to identify which articles are visible to the callers. What feature would you use to satisfy this requirement?

• Search as User

• Show User Viewable

• User Only View

• Internal/External Highlighting

Which feature can Service Desk Agents use to ensure that knowledge articles they attach to Incidents are appropriate to share with Callers?

• Contextual Search

• System Property - Restrict Articles to Callers

• Global Search

• Search Groups - Caller Restrictions

Your customer is using the baseline Create Incident Catalog Item and should like to add an additional input field. How should you update the catalog item?

• Edit in Catalog Item Designer

• Edit in Form Designer

• Edit in Catalog Builder

• Edit in Item Designer

Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the Network CAB, instead of Network Support. What could you do on the Incident form, for the Assignment Group field, to resolve this issue?

• Add Dictionary Override to specify the Incident group Reference Qualifier

• Add a UI action to provide an error message

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

• Modify the choice list to include only the appropriate group types

Which capability provides visibility to data joined between multiple tables?

• Database Views

• Breakdown Sources

• Published Reports

• Metric Tables

What tools are available to the assignee to help resolve an Incident? Choose 2 answers.

• Enterprise CMDB Dashboard

• Workarounds

• CI Class Manager

• Incident Overview Dashboard

• Knowledge Articles