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Free CIS-ITSM Exam Braindumps (page: 4)

Page 3 of 48
PDF with 205 Questions

A customer requests that when the Service Desk agent clicks on the information icon for the Caller's name, the quick view frame shows only the following fields:

User name -
Manager name -
Email Address -
Employee ID –

How would you modify the quick view frame?

  1. Update the sys_popup view for the user table
  2. Update the sys_quick view for the caller table
  3. Update the sys_popup view for the caller table
  4. Update the sys_quick view for the user table

Answer(s): A



Your customer has built a mature knowledge base, with articles targeted to internal audiences -which are technical. Other articles are written for end users, with simple instructions. From the Incident form, the agents would like to be able to identify which articles are visible to the callers What feature would you use, to satisfy this requirement?

  1. Internal/External Highlighting
  2. Search as User
  3. Show User Viewable
  4. User Only View

Answer(s): A



Your customer is using the baseline Create Incident Catalog Item and would like to add a few additional input fields. How should you update the catalog item?

  1. Edit in Catalog Item Designer
  2. Edit in Item Designer
  3. Edit in Catalog Builder
  4. Edit in Form Designer

Answer(s): C



Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the Network CAB, instead of Network Support You have confirmed that:
The Network Support group record has the Group types: Incident and Change
The Network CAB group record has the Group type: Change
What could you do on the incident form, for the Assignment Group field, to resolve this issue?

  1. Add a UI action to hide the Network CAB group from the list
  2. Add a UI action to provide an error message if the Network CAB group is selected
  3. Add Dictionary Override to specify the Incident group Reference Qualifier
  4. Modify the choice list to include only the appropriate group types

Answer(s): C






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