CIS-ITSM Practice Test

CIS-ITSM Practice Test practice questions, page 4 of 10, with answer review and explanations.

Question 16

When using Inbound Email Actions, what happens if an email is received which has no watermark or reference number?

  1. New incident created from the message
  2. New interaction is created from the message
  3. Email is rejected and auto-reply sent to sender
  4. New case is created from the message

Question 17

Under what circumstances, should you use the Communicate workaround Related Link on the Problem record?

  1. The workaround is helpful information for the Callers on the Problem's related Incidents (open)
  2. The workaround should be published to a knowledge article, visible from the portal
  3. The workaround is helpful information for the members of the Problem's Assignment Group
  4. The workaround is helpful information for the members of the Problem's Work notes list

Question 18

Which interface is designed for tier 1 IT agents who solve internal or external customer issues?

  1. ITSM Dashboard
  2. IT Service Management Workspace (Agent Workspace)
  3. ITIL Homepage
  4. Incident Overview

Question 19

When using Agent assist in the Agent workspace, what are examples of possible solutions can be automatically searched and displayed? (Choose five.)

  1. Runbook Actions
  2. Knowledge
  3. SQL Queries
  4. Problems
  5. Changes
  6. Cases
  7. Incidents

Question 20

Which module is a useful starting point for a manager to view current state operational information for Incident management?

  1. CMDB Health Dashboard
  2. Incident > Overview
  3. Manager Workspace
  4. Critical Incidents Map