Udemy Practice Test 4 - Missed Questions

Question 1

When you resolve a parent incident, which of the following activities will automatically occur?

Answer 1

Explanation
When you resolve a parent incident, the following activities will automatically occur:

The resolution code is copied to the child incident

Resolution information is copied to the child incident

Activity stream of child incidents are updated with parent’s incident state of Resolved and parent’s resolution information from the resolution tab

State on child incidents is updated to Resolved.

If the parent incident is reopened, the child incident state does not change, as the incident is already resolved.

For incidents linked through a parent/child relationship, all child incidents are also resolved when you resolve the Parent incident. The Resolution code and Resolution notes are copied from the parent incident to the child incidents.

Question 2

What Which of the following are the Major Incident States?

Answer 2

Here are the Major Incident States:

Proposed,
Accepted,
Rejected, and
Canceled.

Notes:

If you cancel an incident and the major incident state is in the Proposed or Accepted state, the major incident state changes to Canceled.

Setting the incident auto-closure property ‘Enable auto closure of incidents based on Resolution date’ to ‘No’ will make auto closure run based on the Updated date; however, it does not close any incident record that is accepted as a major incident.

Users with the major_incident_manager or admin role must close a major incident manually after validating the resolution and when the major incident is in the Resolved state.

If an incident was promoted as a major incident, then an ESS user cannot resolve, close, or reopen the incident.

Question 3

At what Incident states, the Resolution SLA is paused?

Answer 3

Explanation
SLA conditions determine when a task SLA record is attached, paused, resumed, reset, canceled, and completed.

On the SLA definition, you can specify up to six conditions that are evaluated each time a task record is created or updated. For example, for an SLA to attach to a task, the start conditions must match and stop conditions must not match.

Pause conditions enable you to define the conditions under which the SLA will suspend increasing elapsed time.

An Incident Resolution SLA is paused if the Incident is set to On Hold or Resolved.

The Resolution SLA is completed when the Incident is Closed or Canceled.

Question 4

What data can you access when you create a dynamic multi-row variable set (MRVS) form?

Answer 4

ou can create a dynamic MRVS form by accessing all data in the catalogue item form that includes the following:

Other rows of that MRVS

Other variables outside of that MRVS on the catalogue item form

The g_service_catalog API enables you to access data in a multi-row variable set when a model is open.

This API is available in all environments, such as Service Portal, Now Platform, Workspace, and Now Mobile.

You cannot access the variables from the other multi-row variable sets or the other catalogue item forms using this multi-row variable set.

Question 5

At what levels can User Criteria be used in Knowledge Management to control who can read and who can contribute?

Answer 5

User Criteria control who can read and who can contribute and are available at Knowledge Base, Knowledge Article, and Knowledge Block levels.

Question 6

When submitting an order, the credit card and shipping information are associated with the _______.

Answer 6

The credit card information and the shipping information is associated with the service catalogue request.

Question 7

What happens if you cancel an incident with a major incident state of Proposed or Accepted?

Answer 7

If you cancel an incident and the major incident state is in a Proposed or Accepted state, both the incident state and the major incident state change to Canceled.

Notes:

The incident auto-closure property does not close any incident record accepted as a major incident.

Users with the major_incident_manager or admin role must close a major incident manually after validating the resolution and when the major incident is in the Resolved state.

If an incident was promoted as a major incident, then an ESS user cannot resolve, close, or reopen the incident.

Question 8

Which ServiceNow applications allow users to order products and services?

Answer 8

You can submit requests in the Service Catalog, Service Portal, and Now Mobile.

The mobile agent only allows users to approve submitted requests.

Question 9

How does the ‘Assign to me’ UI action work when you use it on the incident form while the Assignment group is empty and you are a member of multiple groups?

Answer 9

You can select the ‘Assign to me’ UI action for an incident record to assign the record to yourself after passing the following checks:

If the Assignment group field is filled in and you’re part of the group, the record is assigned to you.

If the Assignment group field is empty and you’re a member of a single group, the Assignment group field is filled in, and the record is assigned to you.

If the Assignment group field is empty and you’re a member of multiple groups, you’re prompted to select the Assignment group. When you manually select the Assignment group, the record is assigned to you.

Question 10

What is the minimum role required to create an incident template to create incidents for similar issues quickly?

Answer 10

You can create a template that defines default values for forms so that users can easily create an incident. You need to have appropriate permissions before creating templates.

Users with the sn_incident_write role can create their own templates for frequently logged incidents.

An itil user can also create a template from an incident, but since it contains the sn_incident_write role, it is not the minimum required role.

An administrator or user with the template_editor_global role can create templates available to everyone.

Note: An administrator can enable the global option for any personal template a user creates so that all other users can access the template.

The template automatically populates fields in the incident form.

Question 11

A service desk agent submitted a request for a new phone and an extra charger for an end-user. The approver reviewed the request and rejected the RITM for the extra charger.

Answer 11

The RITM for the phone continues through the approval process. If there are multiple items in the request, the rejection of one RITM does not affect the fulfilment of other RITMs.

Question 12

What scores are found on the CMDB health dashboard?

Answer 12

The health dashboard provides a single view of the quality of data at the CMDB, CI class and CI levels using completeness, correctness and compliance scores.

An added challenge to consolidating and maintaining the CMDB is capturing unknown CIs, inconsistent data quality, and ill-defined relationships.

Correctness is a KPI aggregation of the Orphan, Staleness and Duplicate metrics (according to the correctness scorecard weight settings).

Completeness is a KPI that is an aggregation of the Required and Recommended metrics (according to the completeness scorecard weight settings).

Compliance is based on the results of actual CMDB audit runs.

Question 13

(R) Which statements are true regarding using Knowledge Management with Customer Service Management?

Answer 13

You can add knowledge articles to Service Portal case records to resolve cases.

You can use knowledge articles in Agent Workspace to deflect cases.

You can create knowledge articles using templates from a case in Agent Workspace.

You can enable customers to search for information from the knowledge base and community and find solutions to their issues.

Question 14

Which of the following are dynamically generated on the knowledge homepage?

Answer 14

Most Useful and Most Viewed on the Knowledge homepage are dynamically generated based on the number of times accessible articles were marked as useful and the number of times accessible articles were viewed.

Highest Rated is not an out-of-the-box list and is not available on the knowledge homepage.

Featured Content is manually set and is a static list.

Question 15

What is Configuration Management System (CMS)?

Answer 15

Configuration Management System (CMS) is a set of tools and databases used to manage an organisation’s configuration data.

As per ITIL, Configuration Management System is a much broader system that combines many different data repositories.

Question 16

Who has ‘read’ access to the Requested Item (sc_req_item) record?

Answer 16

The user in the Opened By field of a Requested Item (sc_req_item) record has read access to it.

Requested For user has read access to his/her requested item, same as the approver when he/she is required to approve.

Requester’s manager does not have access to the requested item unless he/she is the ‘opened by’ user, the approver or a fulfiller.

Question 17

The _______ defines the content of a release and associated change requests it implements.

Answer 17

A Release represents a planned release for a product.

The release content is defined by the features (and associated change requests) that it implements.

Question 18

What ‘On hold reason’ can pause the resolution SLA in an Incident?

Answer 18

SLA conditions determine when a task SLA record is attached, paused, resumed, reset, canceled, and completed.

When an incident is paused, this pauses the SLA, but only when the On hold reason field is set to Awaiting Caller.

The responsibility for the incident shifts temporarily to another entity to provide further information, evidence, or a resolution. The On hold reason list appears when you select the On Hold option. If the On hold reason is Awaiting Caller, the ‘Additional comments’ become mandatory.

Question 19

When can you move Problem Tasks from one problem to another?

Answer 19

You can move problem tasks from a problem record that is marked as a duplicate of the original problem record. This will enhance the user experience and performance with asynchronous behaviour in the movement of related records, such as moving incidents and problem tasks on a duplicate problem record to the original problem record.

You can select the ‘Assign to me’ UI action for a problem record to check if you are part of the assignment group.

The ‘Assign to me’ UI action only assigns the Problem to someone in the Assignment group.

Suppose you have customised the Task UI action or any of its extended tables or created new UI actions with the Overrides value pointing to the Task UI action. In that case, you must perform the following actions to avoid seeing two Assign to me UI actions on your extended table forms:

Set the Action name UI action to task_assign_to_me.

Remove the Overrides value for extended tables.

Question 20

What predefined grouping of catalogue items allows you to select the products and services you need quickly?

Answer 20

A bundle is a predefined grouping of catalogue items that allows you to select the products and services you need quickly.

An order guide provides a series of questions that, when answered, offers a list of recommended products and services that may help you fulfil your need.

A shopping cart is not predefined, and a multi-row variable set can be part of a catalogue item.

Question 21

(R) Which feature enables you to add related entries for Identification and Reconciliation Engine Identification (IRE) rules?

Answer 21

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

Identification rules are used to uniquely identify CIs in the CMDB as part of the identification and reconciliation process. Each CMDB class can be associated with a single identification rule.