ServiceNow is very flexible platform. Therefore, it is encouraged to customize ITSM processes to match any requirements from the customer.
If a change is linked to an incident, the incident's state will automatically change to On Hold once the change is updated.
Article Versioning can be enabled by setting the property "Enable article versioning feature" to Yes.
How will the system behave if "com.snc.incident.autoclose.based on.resolved_at" property was set to No?
In which phase of the incident management lifecycle do incidents typically gel escalated?
The change management lifecycle steps, in order, include:
How can you remove demo data?
Primary tables associated with request fulfillment begin with the prefix _____________.
Which of these are considered configuration base items? (Choose three.)
According to the OOTB implementation, you can only create normal change or emergency change from a problem, but not standard change.
Which of the following steps should be followed to configure Assignment group field in the incident table to allow selection from a certain set of groups? (Choose two.)
An administrator has unchecked the "Enable content pack creation" checkbox after users had created content packs.
What is the impact of this change?
Users have been given Read/Write access to product support cases through criteria-based sharing rules. A user's profile only has the Read permission for cases.
What can the user expect regarding their ability to edit product support cases?
A user has a profile with read-only permissions for the case object.
How can the user be granted edit permission for cases?
Configuration items (Cls) can be connected to each other. Terms such as Runs on, Depends On, or Contains are examples of a _____________.
An Apex trigger creates an Order__c record every time an Opportunity is won by a Sales Rep. Recently the trigger is creating two orders.
What is the optimal method for a developer to troubleshoot this?
Universal Containers has a workflow rule that sends an email alert to the VP of Sales when a large deal is won. The VP is reporting that these emails are NOT being delivered.
Which two tools should be used to determine the problem? (Choose two.)
Which of the following is set as the default value for Category in Incident form?
Which of the following are valid Request States? (Choose all that apply.)
Which two statements are true regarding Salesforce Customer Community members? (Choose two.)
Which of the following plugins is needed in order to add a survey when calculating risk in change requests?
Which table can be used to build a report to see which knowledge articles are no longer viewed by users?
Best Practices for using service catalog categories include _____________.
Which one of the following is NOT an addition of Knowledge v3 over the Legacy Knowledge?
When evaluating change request states in a script include, which is the preferred method for referencing a state?
Business rules require a Contact to always be created when a new Account is created.
What can be used when developing a custom screen to ensure an Account is not created if the creation of the Contact fails?
What will be the new state once you click on the "Mark Duplicate" button in the problem form?
A company wants to incorporate a third-party web service to set the Address fields when an Account is inserted, if they have not already been set.
What is the optimal way to achieve this?
What is the correct order of steps to follow when working with inbound change sets?
A user receives the generic "An internal server error has occurred" while interacting with a custom Lightning Component.
What should the developer do to ensure a more meaningful message?
If you modify base instance process, it will be skipped during upgrades.
What knowledge management capability allows users to as and answer questions among peers within a knowledge base?
Configuration items can be created from asset management.
It is important to define the VIP users in order to correctly calculate incident priority.
The Standard Change Template [std_change_record_producer] table is extended from the _____________ table.
Which of the following are valid states for Normal Change requests? (Choose all that apply.)
Which of the following is NOT a way service catalog requests may be submitted in a baseline ServiceNow instance?
Which module is used to view a list of Knowledge Bases?
Using User Criteria, access to catalog categories and catalog items can be applied based on _____________.