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When you activate the ITSM Roles plugin what additional granular roles are created for the Incident application?
Choose 2 answers
When modifying a Change Flow, a library is available of re-usable components for your flow. What are these components called?
What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)
When configuring stages in Flow Designer, what are some of the options that can be done? (Choose two.)
Your customer would like to add a field to the Something is Broken record producer form. Which formatter would you use to add the field?
When you create a problem from an incident. Impact, urgency and priority are automatically populated, from the incident record. Your problem management process owner wants the problem manager to be responsible for assessing the impact and urgency on the problem, so they don't want the values from incident to be copied over.
What module would you use to make this adjustment?
A customer requires incidents to automatically move to a Closed state from Resolved after 7 days. How is this configured? Choose 2 answers
Your customer wants to use Incident Tasks on Incident Records But for efficiency reasons they want to automatically close all Incident Tasks when the parent Incident is closed or canceled. How could you meet this requirement?
Choose 2 answers
Which record type would you use for an Ask a Question form that would generate an Incident?
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?
Which of the following options can a survey administrator define on an individual survey? (Choose two.)
Where is the definition of what is provided, or not provided, for a service defined?
In the baseline implementation, what are key relationships between Change and Configuration Item (CI) records? Choose 3 answers
You have just released a new Change Model to the testers. Testers report they can see the old change models but cannot see the new change model on the change landing page. What could cause this?
Incident management includes limited functionality for what advanced reporting capability?
Incidents can be created and managed in the workspace, using UI layouts that are tailored to different personas, processes, and interfaces. Examples include:
• Default
• Major incidents
• Self Service
• Mobile
What are these UI layouts called in the Now Platform?
Your customer wants to know why users with the problem_coordinator role can Communicate workarounds, and fixes; but users with problem_task_analyst cannot.
How do you explain this?
Where are the technical approvals defined, that are executed in the Change - Normal - Assess flow?
On an incident record, where are the fields fiat appear on the caller lookup select box defined?
By default, a business rule causes the Assignment group to be automatically set on a change request record. How is the group identified?
Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Database Classes?
What tools are available to the assignee to help resolve an incident?
Choose 2 answers
Which organizational role is responsible for the the overall administrative capabilities of a portfolio?
When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)
Unless there are particular security requirements, what role is given to users that perform request fulfillment work?
Your customer wants to change the way Priority on Problem records is calculated based on Impact and Urgency.
Which module should you use to locate and update the Priority Problem Lookup record?
Which Service Portfolio Management phase does a service belong to when it is in operational state?
Your customer is a data center. They have a construction department that builds out spaces for new customers. The customer account representatives are responsible for initiating the construction requests. The guidelines are extensive for how to complete the construction request documentation.
Your customer wants the catalog to contain two items:
1. Construction request
2. Getting Started with Construction Requests
The Getting Started Item should contain a link to a Knowledge Article.
What type of item would you use to satisfy the requirement for the Getting Started Item?
Which is the process responsible for delivering items that have been ordered from a Service Catalog?
Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?
Given the class structure shown below which types of CIs will be included in a report run against the cmdb_ci_computer table?
What are the different ways a user can provide feedback on a knowledge article?
Choose 4 answers
On a Normal Change Model what are some examples of the Model Stale Transitions that are defined for the Authorize state?
Your client indicates they would like a way to designate VIP callers on an incident form. How would you accomplish this?
From a data model perspective which Table is the base class for the configuration management database?
When building out a service catalog categorizing items helps users navigate and search in the catalog. Which roles would allow you to create and maintain categories?
Choose 3 answers
What process is responsible for defining and managing the lifecycle of all catalog items, by producing and maintaining the services in the catalog and ensuring that a central, accurate, and consistent source of data is provided?
Which of the following can leverage user criteria for controling access?
Choose 2 answers
When using the Email Client, what is the difference between an Email Template and a Quick Message?
A tester has submitted a bug report because at no point in the Problem lifecycle. does the Create Known Error article link appear under Related Links Also, they notice there is no Known Error knowledge base in the Instance.
What might be the cause of this?
TESTED 11 Apr 2026