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Frequently Asked Questions
Question # 1
The Knowledge [kb_knowledge] table is extended from _________ .
A. Knowledge Base [kb_knowledge_base]
B. No table; It is a Base Table
C. Configuration Item [cmdb_ci]
D. Task [task]
Question # 2
Which table is used to store Q&A data for knowledge articles?
A. kb_qa
B. kb_social
C. kb_social_qa_question
D. kb_social_qa
Question # 3
When viewing a list of Tasks, which field identifies whether the Task is an Incident, Problem, Change, etc.?
A. Correlation ID [correlation_id]
B. Task Type [sys_class_name]
C. Domain [sys_domain]
D. Number [number]
Question # 4
When implementing ServiceNow, deleting demo data and populating foundation data is often the first step.
A. True
B. False
Question # 5
True or False: Users with the itil role can delete an Incident.
A. True
B. False
Question # 6
What is the module that is used to navigate to CI Relationships?
A. CMDB > CI Relationships
B. Configuration > CI Relationships
C. Configuration > Relationships
D. None of the listed answers
Question # 7
Even though there are business rules to keep State and Incident State in sync, it is recommended to use Incident State.
A. True
B. False
Question # 8
What knowledge management capability allows users to as and answer questions among peers within a knowledge base?
A. Collaboration
B. Feedback
C. Social O&A
D. Connect Chat
Question # 9
ATF is NOT supported for order guides in service portal.
A. True
B. False
Question # 10
What is the purpose of the Duration field in the incident form?
A. Time elapsed before the incident was closed.
B. Time elapsed since the last update on the incident.
C. Time elapsed since the last update by agent on the incident.
D. Time elapsed before the incident was resolved.
Question # 11
Which of the following are valid channels to create incidents? (Choose three.)
A. Service portal
B. Inbound Email
C. Social Media
D. SMS
E. Support Chat
Question # 12
Which type of records use the default Variables Editor (formatter) to display Catalog Item Variables on a form?
A. Requested Item records, Catalog Task record, and all Tasks created by Record Producers
B. Any type of record created from Record Producers
C. Tasks created from Record Producers, Requests, Requested Items
D. Requested Item records, Catalog Task records, and Request records
Question # 13
Using User Criteria, access to catalog categories and catalog items can be applied based on _____________. (Choose three.)
A. Cost center
B. Country
C. Location
D. Department
E. Group
Question # 14
How do you make an article visible in the featured content section?
A. Add the article to the featured content related list in a knowledge base.
B. Select the Featured check box in the article.
C. Add a new record to the "Featured Content" table.
D. Add a new record to "Knowledge Base Featured" table.
Question # 15
What is the purpose of the table "Knowledge Use"? (Choose two.)
A. It tracks how many times a knowledge article was viewed.
B. It tracks how many users marked a knowledge article as helpful.
C. It tracks how many pages have links to a knowledge article.
D. It tracks knowledge articles that have been attached to incidents.
E. It tracks how many questions and answers were submitted to a knowledge article.
Question # 16
Which table is used to store catalog items?
A. sc_catalog_item
B. sc_cat_item
C. sc_category_item
D. c_item
Question # 17
Which of the following tables extend the task table? (Choose four.)
A. Requested Item [sc_req_item]
B. Incident Task [incident_task]
C. Incident [incident]
D. Change Request [change_request]
E. Configuration Item [cmdb_ci]
Question # 18
Which field on a Configuration Item record may be used to expedite Incident routing and resolution?
A. Approval group [change_control]
B. Support Group [support_group]
C. Maintenance Schedule [maintenance_schedule]
D. Due Date [due]
Question # 19
What will be the change request's state once a member of the CAB Approval group rejects the approval request?
A. Assess
B. New
C. Rejected
D. Canceled
Question # 20
How to make the problem state move to "Resolved" instead of "Closed" when the "Accept Risk" button is clicked.
A. Modify the state mapping records in the Problem State Mapping table.
B. Modify the logic in the UI Action "Accept Risk".
C. Change the value of problem property "problem.acceptrisk.move_to_closed".
D. Modify the logic in the script include "Accept Problem Risk".
Question # 21
A customer has a requirement to include a Catalog Item to order Microsoft Access in several Categories so that users can find it easily. What is the best way to do this?
A. List the Categories in the Catalog Item's Description field
B. Copy the Catalog Item and associate a copy with each Category
C. Build the item as an Order Guide D. Add additional Categories in the Catalog Item's Categories Related List
Question # 22
When the Change Management - Risk Management plugin is enabled, which of
A. the following statements reflects how the Risk of a Change Request will be set?
B. Risk will be set to the highest Risk value evaluated by the Risk Calculator and Risk Assessment
C. Risk will be set to the lowest Risk value evaluated by the Risk Calculator and Risk Assessment
D. Risk will be set to the average Risk value evaluated by the Risk Calculator and Risk Assessment
Question # 23
Which platform feature is used to track field value durations, such as the length of time an Incident spent in each State or the length of time an Incident was assigned to each group?
A. Key Performance Indicator (KPI)
B. Metric
C. Database view
D. Audit
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