CIS-ITSM Practice Test

CIS-ITSM Practice Test practice questions, page 3 of 10, with answer review and explanations.

Question 11

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

  1. Edit in Catalog Item Designer
  2. Edit in Item Designer
  3. Edit in Catalog Builder
  4. Edit in Form Designer

Question 12

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?

  1. Add a UI action to hide the Network CAB group from the list
  2. Add a UI action to provide an error message if the Network CAB group is selected
  3. Add Dictionary Override to specify the Incident group Reference Qualifier
  4. Modify the choice list to include only the appropriate group types

Question 13

Which Agent workspace feature gives agents automatic search results that show possible solutions for records they open?

  1. Chat Bot
  2. Related Search Results
  3. Knowledge Bases
  4. Intelligent Agent
  5. Agent Assist

Question 14

Which capability provides visibility to data joined between multiple tables?

  1. Database Views
  2. Metric Tables
  3. Published Reports
  4. Custom Tables
  5. Breakdown Sources

Question 15

What tools are available to the assignee to help resolve an Incident? (Choose two.)

  1. Knowledge Articles
  2. Workarounds
  3. CI Class Manager
  4. Incident Overview Dashboard
  5. Enterprise CMDB Dashboard