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Question # 4

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 __________ ?

A.

Live Agent Intervention

B.

Incident Avoidance

C.

Service Marketing

D.

Incident Deflection

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Question # 5

Which of the following functions is NOT enabled by the Change advisory board (CAB) workbench?

A.

View a calendar of planned changes

B.

Document meeting notes and share with attendees

C.

Define a schedule and related logistics for CAB meetings

D.

Provide video and chat capabilities during CAB meetings

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Question # 6

Change tasks can manually be added in the following states. (Choose three.)

A.

Canceled

B.

Implement

C.

Authorize

D.

Closed

E.

Assess

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Question # 7

In the baseline platform configuration, which Incident Management function is limited to users with roles of either itil_admin or admin?

A.

Close Incident

B.

Delete Incident

C.

Reopen Incident

D.

Archive Incident

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Question # 8

What should you do to customize the fields that get copied from incident when creating a problem from an incident?

A.

Modify the "com.snc.problem.create_from_incident.attributes" property in Problem properties.

B.

Modify the UI Action script that is used to create problem.

C.

Modify the "com.snc.incident.create_problem.attributes" property in Incident properties.

D.

Modify the "com.snc.problem.copy_from_incident.attributes" property in Problem properties.

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Question # 9

Which plugin should be installed to enable creating known error articles from problems?

A.

com.snc.best_practice.problem.madrid.knowledge

B.

com.snc.best_practice.knowledge

C.

com.snc.known_error.problem.madrid.knowledge

D.

com.snc.best_practice.problem.knowledge

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Question # 10

How to modify the attributes copied from a problem into a change when creating a change from a problem?

A.

Modify the "com.snc.change.create_from_problem.attributes" property in Change properties

B.

Modify the UI Action script that is used to create change

C.

Modify the "com.snc.change.copy_from_from.attributes" property in Change properties

D.

Modify the "com.snc.problem.create_change.attributes" property in Problem properties

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Question # 11

Where is the online check-in banner message configured for walk-up experience on the service portal?

A.

Service Portal > Check-in > Settings

B.

Walk-up Experience > Portal > Settings

C.

The Service Portal online check-in widget

D.

The Walk-up Experience widget

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Question # 12

You should activate surveys because they are not activated for incidents, by default.

A.

False

B.

True

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Question # 13

Which role is required to close a Problem?

A.

itil

B.

itil_admin

C.

The system automatically closes Problems

D.

problem

E.

puck_from_a_midsummer_nights_dream

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Question # 14

Which one of the following is NOT included in foundation data?

A.

Groups

B.

Companies

C.

Assets

D.

Locations

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Question # 15

Which of the following statements is true when an incident has several child incidents?

A.

Updates to State, Comments, Work Notes, and Resolution Code are reflected in child incidents.

B.

All updates to parent incident are reflected in child incidents.

C.

No updates are synchronized between parent and child incidents.

D.

All updates to child incidents are reflected in the parent incident.

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Question # 16

Which of the following tables does the change_request_sla database view join? (Choose all that apply.)

A.

metric_instance

B.

task_sla

C.

change_task

D.

change_sla

E.

change_request

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Question # 17

Leveraging this feature with Walk-Up Experience can eliminate the need for users to manually look up their name or email to join a walk-up queue.

A.

Employee Tag Reader (com.snc.tag_reader)

B.

User Badge Integration (com.snc.user_badge)

C.

Employee Scan Integration (com.snc.emp_scan)

D.

In Badge Reader Integration (com.snc.badge_reader)

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Question # 18

Which of the following record types would you use in order to propose a new standard change template?

A.

Record Producer

B.

Order Guide

C.

Content Item

D.

Catalog Item

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Question # 19

The VEditor is a formatter that shows variables entered in the catalog item form.

A.

True

B.

False

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Question # 20

In the baseline platform configuration, who can create Change Requests?

A.

Users with the itil role or Change-specific roles

B.

Only members of the Change Advisory Boards (CAB)

C.

Any logged in user

D.

Anyone, even those not registered / logged in

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Question # 21

What is the module that is used to navigate to CI Relationships?

A.

CMDB > CI Relationships

B.

Configuration > CI Relationships

C.

Configuration > Relationships

D.

None of the listed answers

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Question # 22

Under which circumstances would a knowledge article author set the Display Attachments field to false on an article that has attachments?

A.

The attachments are images embedded and displayed within the article text.

B.

The attachments are referenced knowledge articles.

C.

The attachments should be downloaded/opened immediately rather without the article text being displayed.

D.

The attachments are files that the author would like to display as finks for on the article rather than having those files open/download automatically.

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Question # 23

What is the module name that is used to access configuration base items?

A.

Configuration Items > Base Items

B.

Configuration > Base Items

C.

CMDB > Base Items

D.

Base Items > Configuration

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Question # 24

Which mechanism is used to set the number of days (integer) after which

Resolved Incidents are automatically closed?

A.

Script Include

B.

Workflow

C.

Business Rule

D.

System Property

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Question # 25

Which of the following ways can be used to create configuration items? (Choose all that apply.)

A.

Creation via service catalog fulfillment process

B.

Manual creation via configuration application modules

C.

Automated discovery tools

D.

Integration with 3rd party system

E.

Import from external source

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Question # 26

How to show the template bar at the bottom of the incident form?

A.

Click on the "Toggle Template Bar" at the top of the form.

B.

Set the incident property "Show Toggle Bar" to true.

C.

In the Form Layout, add the "Template Bar" to the available fields.

D.

In the Form Layout, select the checkbox "Show Template Bar".

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Question # 27

In the baseline configuration, Service Level Agreements use percentages of SLA Duration to determine when to send Breach Warnings and Breach Notice

notifications.

A.

True

B.

False

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Question # 28

g_scratchpad CANNOT be used in catalog items.

A.

True

B.

False

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Question # 29

Configuration items can be created from asset management.

A.

True

B.

False

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Question # 30

Can a group have a parent group?

A.

Yes

B.

No

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Question # 31

For the majority of Catalog Items, the customer requires Quantity and Price to be displayed. However, for one Item, the customer would like to omit these

two fields. Which of the following approaches should be used to satisfy this requirement?

A.

Set both 'No Quantity' and 'Omit Price in Cart' to true on the catalog item.

B.

Cart options are set using system properties and can not be changed for individual items.

C.

Set 'Use cart Layout ' to false on the Catalog Item and set both 'No Quantity' and 'Omit Price in Cart' to true.

D.

Write a catalog client script for the item and use g_form.setDisplay() to hide each field.

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Question # 32

In the baseline configuration of Change Management, which fields are included when the Copy Change UI action is used to copy a Change Request?

A.

Backout Plan, Category, Change Type, Attachments, Work Notes

B.

Configuration Item, Change Tasks, Approvals, Risk, Attachments

C.

Change Tasks, Impact, Attachments, Planned Start Date, Risk

D.

Configuration Item, Change Tasks, Risk, Backout Plan, Category

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Question # 33

What is the default number of days (integer) after which Resolved Incidents are automatically closed?

A.

Five working days

B.

One Day

C.

Three Days

D.

Five Days

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Question # 34

Inbound Actions can be configured to enable creating or updating problems.

A.

True

B.

False

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Question # 35

What is the purpose of the "Send to event creator" check box in the notification form?

A.

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

B.

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

C.

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

D.

It allows certain users to subscribe to these notifications.

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Question # 36

When creating a variable to identify a location for a catalog item to be delivered, the most likely variable type to choose would be _____________.

A.

Select Box

B.

Single Line of Text

C.

Reference

D.

Break

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Question # 37

Which of the following statements is true regarding configuration items and the table extended?

A.

Neither of technical nor non-technical configuration items extend directly from Base Configuration Item table.

B.

Only non-technical configuration items extend directly from Base Configuration Item table.

C.

Both technical and non-technical configuration items extend directly from Base Configuration Item table.

D.

Only technical configuration items extend directly from Base Configuration Item table.

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Question # 38

Once the change request's state changes to "Review", the user should fill the mandatory fields in the review form.

A.

True

B.

False

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Question # 39

Which of these are considered configuration base items? (Choose three.)

A.

Printers

B.

Database Catalogs

C.

Out-of-Band Devices

D.

Network Gears

E.

Cluster Nodes

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Question # 40

What is the intent of the Watch List in some notifications?

A.

To copy people on notifications sent to the assignee.

B.

None of the listed answers.

C.

To copy people on notifications sent to the assignment group.

D.

To copy people on notifications sent to the caller.

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Question # 41

Which of the following plugins is needed in order to add a survey when calculating risk in change requests?

A.

No additional plugin is needed to add additional factors to calculate risk

B.

Change Management - Risk Assessment

C.

Change Management - Additional Factors

D.

Change Management - Risk Survey

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Question # 42

What is the purpose of "Cascade Variables" checkbox in order guide?

A.

If checked, it automatically adds variables to all catalog items in an order guide with the same variable names in the order guide.

B.

If checked, it prevents duplication of variable names in catalog items added to order guide.

C.

If checked, it auto-populates catalog item variables with names similar to order guide variables.

D.

If checked, it applies the same formatting used for order guide variables to all catalog items added to it.

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Question # 43

Inbound Actions can be configured to enable creating or updating incidents.

A.

True

B.

False

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Question # 44

How do you make an article visible in the featured content section?

A.

Add the article to the featured content related list in a knowledge base.

B.

Select the Featured check box in the article.

C.

Add a new record to the "Featured Content" table.

D.

Add a new record to "Knowledge Base Featured" table.

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Question # 45

Guided Setup provides step-by-step instructions for loading Foundational Data, which includes __________.

A.

Users, Roles, SLAs

B.

Companies, Users, Groups, Roles, Departments, Locations, and Catalog Items

C.

Companies, Users, Groups, Roles, Departments, Locations

D.

Groups, Group Members, Priorities

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Question # 46

By default, CAB Approval is only requested for normal changes with moderate to high risk.

A.

True

B.

False

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Question # 47

When referring to the State of an Incident in server-side code (such as in a Script Include, Business Rule, or UI Action), which method is the preferred

way to refer to the State field value?

A.

Use the getDisplayValue() method to retrieve the Label associated with the State field value

B.

Use the value of the choice option, such as 2 to refer to a State of In Progress

C.

If a Constant has been defined, such as Incident.State.IN_PROGRESS, use the Constant

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Question # 48

It is important to define the VIP users in order to correctly calculate incident priority.

A.

False

B.

True

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Question # 49

XML exports of Knowledge Articles include Text but DO NOT include attachments.

A.

True

B.

False

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Question # 50

In the baseline instance configuration for Incident Management, when Impact = 3 - Low and Urgency = 3 Low, the Priority will be set to 5 - Planning.

The customer requirement is to set the Priority to 4 - Low, given these Impact and Urgency settings

Where should this be changed in the platform?

A.

System Property

B.

Client Script

C.

Priority Calculation Business Rule

D.

Priority Data Lookups Table

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Question # 51

Which of the following is used to group multiple catalog items that are usually ordered together in one request?

A.

Wish List

B.

Catalog Category

C.

Order Guide

D.

Record Producer

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Question # 52

In the baseline platform configuration, the appropriate Workflow to be attached to a Change Request is determined based on _________ ?

A.

The workflow defined on the Change type record

B.

System properties

C.

Workflow conditions matching Change request field values

D.

The workflow field on the change request record

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Question # 53

In the baseline platform configuration for an Emergency Change, __________ is required before a Change can be scheduled.

A.

Configuration Item identified

B.

CAB Approval

C.

Peer Approval

D.

Justification, Change Plan, Test Plan, and Execute Plan

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Question # 54

Even Though some catalog items approval workflow might be similar, it is recommended to have separate approval workflow for each catalog item.

A.

True

B.

False

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Question # 55

The purpose of Change Management in ServiceNow is to plan and manage releases and make sure software deployments are done correctly.

A.

True

B.

False

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Question # 56

Which of the following is NOT a valid OOTB problem view?

A.

Mobile

B.

Root Cause Analysis View

C.

Assess Dialog Form View

D.

Accept Risk Dialog Form View

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Question # 57

What can you do to show the "No cart" option in catalog item form?

A.

Select "Other" from the "Cart Layout" drop down list.

B.

Uncheck the "Use cart layout" checkbox.

C.

Open the catalog item using the "Admin View".

D.

Check the "Use cart layout" check box.

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Question # 58

Which one of the following variable types in NOT supported in mobile?

A.

Multiple Choice

B.

Date/Time

C.

Reference

D.

Lookup Select box

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Question # 59

Which table do all technical configuration items extend from?

A.

None of the listed answers

B.

Base Configuration Item [item]

C.

Technical Configuration Item [technical_cmdb_ci]

D.

Configuration Item [cmdb_ci]

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Question # 60

Which of the following is used to determine which users can see certain catalog items?

A.

User Criteria

B.

UI Policies

C.

Roles

D.

ACL

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Question # 61

Which module to use in order to change the default behavior of "Communicate Workaround" in problems?

A.

Configurations > UI Actions

B.

System Policy > Script Actions

C.

System Policy > UI Actions

D.

Configurations > Script Actions

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Question # 62

Which two fields are used to calculate priority on an Incident?

A.

Severity and Urgency

B.

VIP and Impact

C.

Impact and Urgency

D.

Business Criticality and Urgency

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Question # 63

Which of the following statements is true regarding incident categorization driven by configuration item?

A.

Categorization driven by configuration item is recommended for customers with robust and Mature CMDB.

B.

Categorization driven by configuration item is recommended for all customers.

C.

Categorization driven by configuration item is recommended when the project timeline is too short.

D.

Categorization driven by configuration item is recommended for customers who don't have logic in place for incident assignment rules.

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Question # 64

The Change Task [change_task] table is extended from the _____________ table.

A.

Configuration Item [cmdb_ci]

B.

Task [task]

C.

Change Request [change_request]

D.

Nothing — it is a base table

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Question # 65

Which of the following statements is true regarding Catalog Client Scripts?

A.

They run on the client-side.

B.

They can run either on the client-side or the server-side.

C.

None of the listed answers.

D.

They run on the server-side.

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