CIS-ITSM Practice Test

CIS-ITSM Practice Test practice questions, page 2 of 10, with answer review and explanations.

Question 6

Which of the following cannot be defined or set through a Catalog UI Policy?

  1. Setting a variable to mandatory
  2. Apply a requirement to all form views
  3. Setting a catalog category to visible
  4. Setting a variable to read-only

Question 7

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

  1. Incident Template
  2. Request Item
  3. Order Guide
  4. Record Producer

Question 8

Which incident management roles are activated by installing the ITSM Roles plugin (com.snc.itsm.roles)? (Choose two.)

  1. sn_incident_read
  2. itsm_incident_read
  3. incident_manager
  4. sn_incident_write
  5. itsm_incident_write

Question 9

A customer requests that when the Service Desk agent clicks on the information icon for the Caller's name, the quick view frame shows only the following fields: User name - Manager name - Email Address - Employee ID - How would you modify the quick view frame?

  1. Update the sys_popup view for the user table
  2. Update the sys_quick view for the caller table
  3. Update the sys_popup view for the caller table
  4. Update the sys_quick view for the user table

Question 10

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?

  1. Internal/External Highlighting
  2. Search as User
  3. Show User Viewable
  4. User Only View