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Question No: 1

MultipleChoice

What is KCS (Knowledge Centered Services)?

Options

AA bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management

BA documented methodology to provide a set of best practices for creating and maintaining knowledge

CA dashboard with specific visualization of the different knowledge bases and categories

DAn application that helps agents and managers to create cases from Knowledge articles

Question No: 2

MultipleChoice

When configuring stages in Flow Designer, what are some of the options that can be done? (Choose two.)

Options

AStage labels and names can be changed

BStates for the requested item records can be renamed

CDefine a Service Level Agreement for a stage

DEstimated durations can be set

Question No: 3

MultipleChoice

A manager wants to run a report on the Computer catalog items, to see how many requests are being made for the add on extra memory, as compared with those requiring only the base memory. How would you meet this requirement?

Options

ABuild report on SC Task table, Group by Variables for Computer > Extra memory

BBuild report on Requested Item table, Group by Variables for Computer > Extra memory

CBuild report on Task table, Group by Variables for Computer > Extra memory

DBuild report on Request table, Group by Variables for Computer > Extra memory

EBuild report on Catalog Item table, Group by Variables for Computer > Extra memory

Question No: 4

MultipleChoice

Where can a change manager define the interval frequency for unauthorized change detection?

Options

AThe ci.change.unplanned business rule

BEvent Processing Properties module

CUnauthorized Change Properties module

DUnauthorized change flow

Question No: 5

MultipleChoice

When using Inbound Email Actions, what happens it an email is received which has no watermark or reference number?

Options

ANew case is created from the message

BNew incident created from the message

CNew interaction is created from the message

DEmail is rejected and auto-reply sent to sender

Question No: 6

MultipleChoice

What is KCS (Knowledge Centered Services)?

Options

AA bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management

BA documented methodology to provide a set of best practices for creating and maintaining knowledge

CA dashboard with specific visualization of the different knowledge bases and categories

DAn application that helps agents and managers to create cases from Knowledge articles

Question No: 7

MultipleChoice

Where is the definition of what is provided, or not provided, for a service defined?

Options

AVendor service agreements

BService scope

CService contracts

DService limitations

Question No: 8

MultipleChoice

Change management uses the workflow engine by default to _____________. (Choose three.)

Options

ASend notifications

BManage SLAs

CGenerate change tasks

DClose related tasks

EManage approvals

Question No: 9

MultipleChoice

Which condition must be met to have a knowledge article display on the Knowledge Home Page in the Featured Content section?

Options

AThe Feature field on the article must be set to true.

BA record must be created in the Featured Content [kb_knowledge_keyword] table referencing the Article and a keyword of 'featured_content.'

CA record must be created in the Featured Content [kb_knowledge_keyword] table referencing the Article and a keyword of 'homepage.'

DThe article must have a 4 star rating and be among the top 10 articles most frequently attached to Tasks.

Question No: 10

MultipleChoice

Which plugin should be activated in order to leverage the write and read-only, application-specific roles for Problem, Incident, Change, and Request?

Options

Acom.glideapp.itsm.snac

Bsysparm_language

Ccom.stakeholder.roles

Dcom.snc.itsm.roles

Question No: 11

MultipleChoice

Which of the following is a potential benefit of implementing incident management?

Options

AReduction in the number of duplicate configuration items

BReduction in the time to fulfill requests

CReduction in the number of incidents caused by changes

DReduction in the time services are unavailable

Question No: 12

MultipleChoice

What knowledge management capability allows users to as and answer questions among peers within a knowledge base?

Options

ACollaboration

BFeedback

CSocial O&A

DConnect Chat

Question No: 13

MultipleChoice

In the baseline instance configuration for Incident Management, when Impact = 3 - Low and Urgency = 3 Low, the Priority will be set to 5 - Planning.

The customer requirement is to set the Priority to 4 - Low, given these Impact and Urgency settings

Where should this be changed in the platform?

Options

ASystem Property

BClient Script

CPriority Calculation Business Rule

DPriority Data Lookups Table

Question No: 14

MultipleChoice

Which of the following service catalog variable types are NOT supported in Mobile Classic interfaces? (Choose four.)

Options

ALabel

BContainer Start

CHTML

DLookup Select Box

EIP Address

FUI Page

Question No: 15

MultipleChoice

Under which circumstances would a knowledge article author set the Display Attachments field to false on an article that has attachments?

Options

AThe attachments are images embedded and displayed within the article text.

BThe attachments are referenced knowledge articles.

CThe attachments should be downloaded/opened immediately rather without the article text being displayed.

DThe attachments are files that the author would like to display as finks for on the article rather than having those files open/download automatically.

Question No: 16

MultipleChoice

Your implementation has some legacy change types with workflows, and also some new change models. What option for Change Create New will support your scenario?

A Change Landing Page

Options

BChange Overview

CChange Interceptor

DChange Catalog

Question No: 17

MultipleChoice

Which platform feature is used to determine whether an incident meets the conditions for First Call Resolution?

Options

ABusiness Rule

BFirst Call Resolution field

CBenchmark

DMetric

Question No: 18

MultipleChoice

The Standard Change Template [std_change_record_producer] table is extended from the _____________ table.

Options

ATemplate [sys_template]

BTask [task]

CChange Request [change_request]

DRecord Producer [sc_cat_item_producer]

Question No: 19

MultipleChoice

In the baseline platform configuration, an end user with no assigned roles can read an incident when they are _____________.

Options

ACaller, Opened By or on the Watch list

BCaller or the Caller's delegate

COpened by or the Configuration item's business owner

DCaller, Opened By or on the Work notes list

Question No: 20

MultipleChoice

Which of the following is NOT a consideration when determining the need for multiple service catalogs?

Options

AServices and Types of Service

BSize of the company

CAudience

DDelegation of Catalog Administration

Free ServiceNow CIS-ITSM Exam Dumps August 2026