Udemy Practice Test 3 - Missed Questions

Question 1

What are the different content types in a Content Item?

Answer 1

Explanation
Here are the different content types in a Content Item:

KB Article,
Catalogue Content,
Module, and
External Content.

Question 2

What do you configure on a change model to enable user criteria-based security in addition to role-based security so you can tailor the change creation landing page views?

Answer 2

Explanation
You can locate the suitable change model using both role-based access controls and user criteria to tailor Change creation landing page views.

Setting the Advanced Security value to true on the Change Model form allows you to associate ‘Available for’ and ‘Can write’ user criteria along with ‘Read Roles’ and ‘Write Roles’.

Question 3

Which of the following buttons / UI Actions on the Problem record change the state to Closed?

Answer 3

Following buttons / UI Actions on the Problem record change the state to Closed:

Cancel, Mark Duplicate, Accept Risk, or Complete.

Question 4

What are the Incident Database views for the Service Management plugin in the base system?

Answer 4

Explanation
Particular views are included in the base system with the Database Views and Database Views for Service Management plugins.

Here are some of the database views:

change_request_metric: Join change to metric definition to metric instance, creating a view that can be reported on for things like Changes that were closed by category.

incident_sla: Join incident to SLA (task_sla) to report on things like incidents resolved by SLA per incident category.

incident_metric: Join incident to metric definition to metric instance, creating a view that can be reported on for incidents resolved on the first call by category

incident_time_worked: Join incident to SLA (task_sla) to report on things like incidents resolved by SLA per incident category.

Question 5

What role can create major incidents directly?

Answer 5

Explanation
Major Incident Managers can create major incidents directly.

As a major incident manager, you can:

Promote a candidate to a major incident by clicking Promote to Major Incident from the context menu.

Create a new major incident by clicking Create Major Incident from the left navigation pane.

Promote an incident to a major incident without going through the proposal process.

Initiate the major incident process by assessing and approving major incident candidates or creating a major incident.

Reject a major incident candidate.

Demote a major incident after it is accepted so that the incident can be handled as a regular incident.

Maintain ownership and accountability for the life cycle of the incident.

Identifies the users and groups to be involved in the resolution activities.

Creates ad-hoc communication plans and tasks.

Edits a communication plan that is attached to a major incident.

Close a major incident.

The major incident workbench is a single pane view designed for major incident managers, communication managers, and resolver groups. The workbench helps to manage major incidents by aggregating and providing actionable information.

Question 6

What item in the Knowledge Management Service Portal displays articles with the highest percentage of users, marking them helpful?

Answer 6

Explanation
You can configure the Knowledge Article Helpful widget instance options for the Knowledge Management article view page in the Knowledge Management Service Portal.

The article view page uses the Knowledge Article Helpful widget to allow users to provide feedback on the article’s helpfulness, display a confirmation message after feedback is provided, and display the percentage of users who found the article useful.

The Most Useful item in the Knowledge Management Service Portal displays articles with the highest percentage of users, marking them helpful.

The homepage displays links to the featured, most viewed, and most useful articles using several widgets.

The featured articles are displayed based on the keywords associated with the articles.

The most viewed and most useful articles are displayed based on the articles’ highest view and use count.

Question 7

What table do you need to update to view the callers with VIP status on the Incidents list and form?

Answer 7

You need to update the sys_user table and tick the VIP checkbox for users to view them with VIP status on the incident records list view and the incident form.

View the callers with VIP status on the incident records list view and the incident form. Organisations commonly designate VIP status in the user record for some of their VIP users.

Question 8

What is recommended to do if you incorrectly classify an emergency change as a normal change during the creation and scope stage of the change?

Answer 8

During the creation and scope stage of the change, if you incorrectly classify an emergency change as a normal change, you do not need to cancel and recreate the change.

Instead, revert the change back to the New state and update the Type field.

There is an ACL (for change_request.type) that allows modification of the Type field in the change request when it is in a New state, and no approvals have been generated yet for it.

For Standard change requests, you can modify the type of the change request from Standard to Normal or Emergency if the state of a change request is New.

For Normal or Emergency change requests, you can modify the type of the change request from Normal to Emergency or vice versa if the state of a change request is New.

If a Normal or Emergency change request is rejected, the state of the change request is set to New. As the state of the change request is New, you can modify the change request type again. For example, if your Emergency change request is rejected because the change request is Normal, you can modify the type of the change request to Normal and resubmit the change request.

Note 1: Once the normal change has advanced to Authorize, you cannot revert to New.

Note 2: You can only update the Type field to Emergency for a normal change.

Question 9

(R) Where can you view how a catalogue item appears in a conversational interface and modify the item if required?

Answer 9

Explanation
In Catalog Builder, you can view how a catalogue item appears in a conversational interface and modify the item if required.

Question 10

How can Priority help agents with the Incident resolution?

Answer 10

Explanation
Agents can use Incident priority to identify:

How quickly the service desk must address the issue.

The sequence in which the incident requires resolution.

Time available within the SLA for incident response and resolution.

Priority is based on impact and urgency where:

‘Extent to which expected levels of service are affected’ is considered Impact.

‘Time available for repair or avoidance before impact is felt’ is considered Urgency.

Question 11

The problem and the solution have just been identified. What stage of the lifecycle is the problem in?

Answer 11

When the problem and the solution have been identified, the problem is in the Investigation and Diagnosis stage of the lifecycle.

Question 12

What are the benefits of the advanced commenting feature in the Knowledge Management Service Portal?

Answer 12

The Knowledge Management Service Portal enables users to perform the same operations with the Knowledge Management V3 plugin. Users can view knowledge bases and articles from the portal, search for information, sort and filter search results, and provide feedback.

Advanced commenting feature in Knowledge Management Service Portal supports:

Nested Comments,
Adding attachments,

The ability to format a comment, including:

the ability to add inline images within a comment,
the ability to ‘like’ a comment, and
the ability for users to delete their comments.

Question 13

Which feature enables you to maintain a unified content categorisation across different content types, such as catalogue items, knowledge articles, and community posts?

Answer 13

The taxonomy feature enables you to link an article to one or more topics from multiple taxonomies. It also helps you maintain a unified content categorisation across content types such as catalogue items, knowledge articles, and community posts.

Content Taxonomy is the application that provides the data model or the topic hierarchy and the taxonomy management (content authoring) capabilities for the unified taxonomy. The content types mapped by default are requests, articles, quick links, and employee communications. Once the plugin is downloaded, this mapping will be visible as part of the content taxonomy app in the platform.

Question 14

Which of the following is true about the CMDB Data Manager?

Answer 14

You can use the CMDB Data Manager to centrally create, publish, and manage the CI policies that automatically drive CI life cycle operations. CMDB Data Manager is a policy-driven framework for managing CI life cycle operations such as deletion and archival. It follows Common Service Data Model (CSDM) standards.

CMDB Data Manager is a wizard-like tool that provides a comprehensive solution for managing CIs in the following ways:

Operates in bulk
Scales to large CMDBs.
Helps maintain the CMDB healthy and efficient
Copes with rapid changes in a cloud-based world.

You can use the CMDB Data Manager to create policies that govern CI life cycle stages, such as retirement and deletion.

You can use the Teams related list to track the different types of groups assigned to a CI.

You can create before and after Java scripts for a data source of a CMDB integration application so that you can manipulate Identification and Reconciliation Engine (IRE) input and output payloads.

You can use CI Class Manager to add related entries for IRE identification rules.

You can use the extended IRE rules in key CMDB classes so that overlapping IP addresses in different networks can be identified and maintained as separate CIs.

Question 15

Which of the following are the out-of-the-box release phase options on a release record?

Answer 15

Here are the out-of-the-box release phase options on a release record:

Requirement Gathering,

Design,

Development,

Build,

Deployment,

QA, and

User Acceptance.

Question 16

You can create an outage from an incident to track the downtime of a configuration item; however, you cannot create an outage for an incident in certain states.

Answer 16

You can create an outage from a task record, such as an incident or a problem, to track the downtime of a configuration item. However, you cannot create outages for the inactive incident and problem records. That means any states that make these records inactive, including Closed and Canceled.

The ‘Create Outage’ UI action is added for the Task [task] table. When the Task-Outage Relationship plugin (com.snc.task_outage) is activated, the ‘Outages’ related list is added to the related list of the task forms such as Incident, Problem, or Change. If you have the admin role, you can assign multiple tasks to an outage by configuring the ‘Tasks’ related list to appear on the Outages form.

Question 17

Which incident related lists can be configured in the Incident Properties to automatically copy any of its attributes to a copy or a child incident?

Answer 17

You can copy an incident or create a child incident without manually entering the value of all the fields in the new incident.

List any attributes that you want to get automatically copied from a parent incident to a new incident. Add the list of attributes in the following fields on the related list of the new incident:

List of attributes (comma-separated) from Service Offerings (task_service_offering) related list that will be copied from the originating incident (com.snc.incident.copy.rl.task_service_offering.attributes)

List of attributes (comma-separated) from Business Applications (task_cmdb_ci_business_app) related list that will be copied from the originating incident. (com.snc.incident.copy.rl.task_cmdb_ci_business_app.attributes)

Question 18

What sorting options are available when searching for a knowledge article on the Knowledge portal?

Answer 18

You can configure widget instance options for the knowledge sort widget on the Knowledge Management Service Portal search results page.

The search results page uses the Knowledge Result Sort widget to provide sort options for the returned list of results. You can use the widget instance options to customise the sort options.

You can sort knowledge articles by Relevancy, Views, Newest and Alphabetical attributes in ascending and descending orders when searching for a knowledge article on the Knowledge portal.

Views: sorts by the number of article views.
Newest: sorts by the date created or updated.
Alphabetical: sorts alphabetically by the article Short description field.
Relevancy: sorts by relevance to the search term.

Additionally, you can refine the article list by applying filters such as their category and rating.

Question 19

Which of the following is the proper syntax for accessing the values of variables from a Record Producer script field?

Answer 19

producer.variable_name is the proper syntax for accessing values of variables from a Record Producer script field.

Question 20

What incident field is used to predict the Configuration Item and Service fields’ value via Predictive Intelligence solution definitions?

Answer 20

The Predictive Intelligence classification framework enables you to use machine-learning algorithms to set field values during record creation, such as setting the incident category based on the short description. You can train predictive models, so they act as an agent to automatically categorise and route work based on your past record-handling experience.
Predictive Intelligence enables you to train predictive models and machine-learning solutions that you can apply to your business processes.

You can also train the machine-learning (ML) algorithm through two solution definitions, Incident Configuration Item and Incident Service, to predict the Configuration Item and Service fields’ value based on the value in the Short description field.

Note: Both Predictive Intelligence and Incident Management must be active in the instance.

Question 21

How can you identify knowledge bases that are accessible to unauthenticated users?

Answer 21

Identify knowledge bases that are accessible to unauthenticated users based on user criteria and the system property settings.

You can use user criteria to determine access to the knowledge base for unauthenticated users.

If no user criteria are specified for the knowledge base, as an administrator, you can set the value of the glide.knowman.block_access_with_no_user_criteria system property to true.

Knowledge View Counts and flagged articles do not provide any information on who viewed or searched for the articles and whether unauthenticated users access them.

Question 22

What are the two different types of problem tasks?

Answer 22

Explanation
A problem task tracks a unit of work that supports the parent.

There are two types of tasks: Root cause analysis and General tasks.

Question 23

What can you identify in ITSM processes using the Configuration Management Database (CMDB)?

Answer 23

With the ServiceNow Configuration Management Database (CMDB) application, build logical representations of assets, services, and the relationships between them that comprise your organisation’s infrastructure. Details about these components are stored in the CMDB, which you can use to monitor the infrastructure, helping ensure integrity, stability, and continuous service operation.

The CMDB helps ITSM processes by identifying the following:

the respective support and approval groups,
the business criticality of affected CIs to help in prioritisation and escalation and
the potential upstream or downstream impacts.

CMDB provides the capability to associate configuration items (CIs) to the incident, problem, or change records but not to identify the relationship between them.

Question 24

What are the key features offered by the change success score capability?

Answer 24

Explanation
Use the change success score to evaluate the team’s success in handling prior change requests.

The following are the key features offered by the change success score capability:

1. The score is calculated daily based on the team’s performance from yesterday.
2. The score value enables you to determine how likely the team is to complete your change request without issues.
3. The change success score indicator allows you to adjust the multipliers.
4. The Change Success Score Dashboard helps you to compare individual team scores.
5. The change score enables approvers to take decisions on the change request.