ServiceNow® CIS-ITSM Exam Practice Questions (P. 2)

GPT-4o - Answer

Catalog UI Policies in ServiceNow primarily focus on manipulating field behaviors in the scope of catalog items, not extending across all form views which is a common misconception. They allow for setting variables as mandatory, read-only, or visible based on conditions within specific catalog contexts like item forms or tasks. Unlike form UI policies that could span form views universally, Catalog UI Policies cannot enforce settings universally across all form views, which is crucial for managing user interactions in service catalog environments effectively.

GPT-4o - Answer

Absolutely! A record producer is designed precisely for converting a user's form inputs into actual records in ServiceNow, like incidents. This functionality makes it the best choice among catalog items when you need to generate incident records directly from the service portal. It’s like a template that directly translates user requests into actionable items in the database, streamlining the process effectively.

GPT-4o - Answer

Absolutely! When you install the ITSM Roles plugin in ServiceNow, it specifically includes roles that are crucial for accessing and managing incident records. The roles sn_incident_read and sn_incident_write are directly activated by this plugin, essentially giving users the necessary permissions to read and modify incident data, respectively. This ensures users can effectively participate in incident management processes without additional configuration. Make sure to utilize these roles to manage access rights effectively for handling incidents.

GPT-4o - Answer

Absolutely, A is the way to go! The correct view to modify for displaying custom information in the quick view frame that pops up when the information icon next to the Caller's name is clicked is the sys_popup view—but specifically for the User table, not the Caller. This is because the Caller field in the incident form directly links to entries in the User table. Adjusting this view lets you control specifically what bits of user data appear in that pop-up, like User name, Manager's name, Email Address, and Employee ID as required by the customer.

GPT-4o - Answer

Correct choice for this scenario is indeed A) Internal/External Highlighting. This feature is used specifically to visually distinguish which knowledge articles are internal and which are viewable by external users, directly addressing the agents' need to quickly and effectively discern the audience visibility of each article right from the Incident form. This ensures that the articles provided are appropriate for the visibility settings of their intended audience. Although Search as User (option B) might seem relevant, it focuses more on mimicking another user's search experience rather than highlighting visibility directly in the interface.