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ServiceNow CIS-ITSM Certification Exam is a valuable credential for IT professionals who want to demonstrate their expertise in ServiceNow ITSM solutions. It validates the knowledge and skills required to implement ServiceNow ITSM applications and enhances the credibility of individuals in the industry. Certified Implementation Specialist - IT Service Management certification exam covers several topics, and candidates can prepare for it through training courses and study materials provided by ServiceNow.
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NEW QUESTION # 109
When an end-user (with no roles in the platform) submits an Incident using the Self-Service interface or Service Portal, Related Search Results automatically display search results from Knowledge Bases and Service Catalogs. These Related Search Results are a form of __________ ?
Answer: C
Explanation:
Explanation
"The Related Search Results that appear on the Incident Self-Service view is a form of Incident Deflection.
Incident
Deflection provides Knowledge Articles that may help end users resolve issues before they raise an Incident."
NEW QUESTION # 110
According to ServiceNow recommendations, the user who makes a service request should be informed about the expectations for approval and delivery.
Answer: A
NEW QUESTION # 111
Universal Containers uses Big Objects to store almost a billion customer transactions called Customer_Transaction__b.
These are the fields on Customer_Transaction__b:
Account__c
Program__c
Points_Earned__c
Location__c
Transaction_Date_c
The following fields have been identified as Index Fields for the Customer_Transaction__b object: Account__c, Program__c, and Transaction_Date__c.
Which SOQL query is valid on the Customer_Transaction__b Big Object?
Answer: A
NEW QUESTION # 112
The Major Incident Management (MIM) application is linked at the Incident management process but the records have in additional set of States. What are these Ml States?
Answer: A
NEW QUESTION # 113
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?
Answer: D
Explanation:
To satisfy the requirement of identifying which knowledge base articles are visible to the callers from the Incident form, the feature 'Show User Viewable' would be used. This feature allows agents to see which articles can be viewed by the user associated with the incident. It helps in distinguishing between articles that are meant for internal audiences (technical) and those written for end users with simpler instructions. When an agent is on the Incident form, they can use this feature to filter and display only the articles that the caller can view, ensuring that the agent is aware of the information available to the caller and can guide them accordingly.
References: The answer is verified based on the ServiceNow IT Service Management documentation and resources that discuss knowledge management features and best practices123.
NEW QUESTION # 114
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