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Provide Valid Dumps To Help You Prepare For Certified Implementation Specialist - IT Service Management Exam
NEW QUESTION 40
Which of the following CANNOT be performed by catalog_editor role?
- A. Maintain Catalog Item
- B. Maintain Categories
- C. Update Catalog Definition
- D. Update Catalog.manager
Answer: D
Explanation:
Update Catalog.manager can be done by a user with role catalog_manager.
NEW QUESTION 41
How to configure the fields to be copied from the original incident when an incident is copied?
- A. Modify the incident property "com.snc.incident.copy.fields"
- B. There's a predefined set of fields to be copied and they cannot be changed
- C. Modify the incident property "com.snc.incident.copy.attributes"
- D. Modify the incident property "com.snc.incident.copy.columns"
Answer: C
NEW QUESTION 42
Universal Containers has four sales regions: North America, APAC, EMEA, and LATAM. Each sales region is led by a VP of Sales. Each of the VPs wants to have a dashboard emailed to them every Monday morning that contains components with only the data for their region.
How can an administrator meet this requirement?
- A. Create one dashboard using Visualforce to create a filter, scheduled to be delivered on Monday mornings.
- B. Create a reporting snapshot and check the dashboard option, scheduled to be delivered on Monday mornings.
- C. Create a separate dashboard with data specific to each sales VP, scheduled to be delivered on Monday mornings.
- D. Create one dashboard that includes a filter for each region, scheduled to be delivered on Monday mornings.
Answer: C
NEW QUESTION 43
What is the purpose of "reassignment_count" field in incident table?
- A. It stored the number of times the incident was reopened by the caller.
- B. It stores the number of times the "Assigned to" value changed.
- C. It stored the number of times the incident was reassigned to the caller.
- D. It stores the number of times the "Assignment group" value changed.
Answer: D
NEW QUESTION 44
On an incident, which of the following conditions will trigger the Reopen Count field value to be incremented?
- A. State changes from Resolved to On Hold
- B. Update to an associated problem record
- C. Assignment group changes from Service Desk to Software Group
- D. Submission of an incident by the same Caller with an identical short description
Answer: A
NEW QUESTION 45
The itil user is permitted to read the CAB definitions.
- A. False
- B. True
Answer: B
NEW QUESTION 46
Which two deployment tools can be used to deploy metadata from a Developer Edition organization to another organization? (Choose two.)
- A. Change sets
- B. Ant Migration Tool
- C. Salesforce Extensions for Visual Studio Code
- D. Data Loader
Answer: A,C
NEW QUESTION 47
Which of the following fields in the Choice form specifies the field for which this choice is made?
- A. Field
- B. Element
- C. Value
- D. Dependent value
Answer: B
Explanation:
The Element field in the Choice form is used to specify to which field in the original form should this choice be added.
NEW QUESTION 48
Which table does the Incident table extend from?
- A. task
- B. ci_incident
- C. base_incident
- D. case
Answer: A
NEW QUESTION 49
Which statement is NOT true about reporting on catalog item variables?
- A. The Variables column can be added to list reports if variables are available for the selected table/data source.
- B. Reports can be stacked by variables from a selected catalog item.
- C. Database views are required to report on catalog item variables.
- D. Reports can be grouped by variables from a selected catalog item.
Answer: C
Explanation:
Explanation/Reference:
NEW QUESTION 50
When a lookup relationship is created between two objects, which three options can the administrator select to help manage situations when a lookup record is deleted? (Choose three.)
- A. Notify the record owner.
- B. Prompt the user to enter another record to resolve the lookup relationship.
- C. Clear the value of the lookup field.
- D. Do NOT allow deletion of a lookup record that is part of a lookup relationship.
- E. Delete the related record also.
Answer: C,D,E
NEW QUESTION 51
What are three benefits of using declarative customizations over code? (Choose three.)
- A. Declarative customizations will automatically update with each Salesforce release.
- B. Declarative customizations generally require less maintenance.
- C. Declarative customizations do not require user testing.
- D. Declarative customizations cannot generate run time errors.
- E. Declarative customizations are not subject to governor limits.
Answer: A,B,E
NEW QUESTION 52
How to allow automatic closure of incident tasks once incident is closed?
- A. Set property com.snc.incident.incident_task.closure to true
- B. Set property com.snc.incident.incident_task.closure to auto
- C. Set property com.snc.incident.autoclose.basedon.resolved_at to zero
- D. Set property com.snc.incident.autoclose.based on.resolved_at to Yes
Answer: A
NEW QUESTION 53
Which of the following roles can delete cart layout?
- A. catalog_manager
- B. catalog_editor
- C. catalog_admin
- D. None of the listed answers
Answer: D
Explanation:
Nobody can delete cart layout.
NEW QUESTION 54
A user with role catalog_admin can manage user criteria.
- A. False
- B. True
Answer: B
Explanation:
Explanation
Because the role catalog_admin includes the role user_criteria_admin, users with role catalog_admin role can manage user criteria.
NEW QUESTION 55
Default Variables Editor is used to edit catalog items.
- A. True
- B. False
Answer: B
Explanation:
Explanation
Default Variables Editor is used for record producer. Catalog items and catalog tasks use VEditor.
NEW QUESTION 56
Which of the following record types would you use in order to set up a new hired employee?
- A. Content Item
- B. Catalog Item
- C. Order Guide
- D. Record Producer
Answer: C
Explanation:
Because setting up a new hired employee involves serveral requests like getting a laptop, installing software, ...etc and Order Guide should be used to combine several requests.
NEW QUESTION 57
In Problem Management, when using the Communicate Fix related link, which of the following conditions must be met for the fix to be communicated? (Choose three.)
- A. Incident is associated with the problem record.
- B. The Fix notes field is populated.
- C. Incident is in a State of On Hold with an On Hold Reason of Awaiting Problem.
- D. Problem has an associated change request.
- E. Problem is in a state of Fix in Progress.
Answer: A,B,D
NEW QUESTION 58
Which of the following is NOT a valid state for problem tasks?
- A. Closed
- B. Assess
- C. Work in progress
- D. Root Cause Analysis
Answer: D
NEW QUESTION 59
Selecting this option on a change approval policy will enable the ability to execute only on the first matching decision condition instead of matching each decision condition.
- A. Run all decisions that match
- B. Primary decision that matches
- C. First ascending order that matches
- D. First decision that matches
Answer: D
NEW QUESTION 60
A large company uses Salesforce across several departments. Each department has its own Salesforce Administrator. It was agreed that each Administrator would have their own sandbox in which to test changes.
Recently, users notice that fields that were recently added for one department suddenly disappear without warning. Also, Workflows that once sent emails and created tasks no longer do so.
Which two statements are true regarding these issues and resolution? (Choose two.)
- A. A sandbox should be created to use as a unified testing environment instead of deploying Change Sets directly to production.
- B. The administrators are deploying their own Change Sets, thus deleting each other's fields from the objects in production.
- C. The administrators are deploying their own Change Sets over each other, thus replacing entire Page Layouts and Workflows in Production.
- D. Page Layouts should never be deployed via Change Sets, as this causes Workflows and Field-level Security to be reset and fields to disappear.
Answer: C,D
NEW QUESTION 61
In the baseline platform configuration, when a Knowledge Article is flagged by a user as being incomplete or incorrect, a notification is sent to the Knowledge Base Owner.
- A. True
- B. False
Answer: B
NEW QUESTION 62
Which of the following statements are correct for standard changes? (Choose two.)
- A. Standard changes do not have change tasks.
- B. Standard changes can be automated.
- C. Standard changes are typically low risk and have detailed procedures.
- D. Standard change procedures must be stored in the Knowledge base.
Answer: B,C
Explanation:
Explanation
YES - Standard changes are typically low risk and have detailed procedures YES - Standard changes can be automated NO - Standard Change procedures must be stored in a Knowledge base NO - Standard changes don't have Change tasks
------------------------------------------------------------------------- p218 Standard Change: "Select from available pre-approved change templates." Standard Change: "Properties set to establish standards"
------------------------------------------------------------------------- SN Docs:
Standard changes are pre-approved, low risk changes with a proven history of success. The standard change catalog contains the changes that have been approved by the Change Management application as standard changes.
------------------------------------------------------------------------- ITIL Definition of "Standard Change":
A standard change is a change to a service or infrastructure for which the approach is pre-authorised by change management that has an accepted and established procedure to provide a specific change requirement.
^^suggests established procedure (similar to changes can be automated?)
NEW QUESTION 63
A company represents their customers as Accounts that have an External ID field called Customer_Number__c. They have a custom Order (Order__c) object, with a Lookup to Account, to represent Orders that are placed in their external order management system (OMS). When an order is fulfilled in the OMS, a REST call to Salesforce should be made that creates an Order record in Salesforce and relates it to the proper Account.
What is the optimal way to implement this?
- A. Perform a REST GET on the Account and a REST PATCH to upsert the Order__c with the Account's record ID.
- B. Perform a REST GET on the Account and a REST POST to update the Order__c with the Account's record ID.
- C. Perform a REST PATCH to upsert the Order__c and specify the Account's Customer_Number__c in it.
- D. Perform a REST POST to update the Order__c and specify the Account's Customer_Number__c in it.
Answer: C
NEW QUESTION 64
The Marketing Manager has requested that a field be added to each account that displays the number of contacts associated with the account. The manager wants to use this field as part of an email marketing segmentation strategy.
How can this requirement be met?
- A. Create a custom field on the account. Use a workflow rule to update the field when contacts are added or deleted.
- B. Create a custom formula field on the account using the count() function to count the number of related contacts.
- C. Create a custom field on the account. Use an Apex trigger to update the field when contacts are added or deleted.
- D. Create a roll-up summary field that counts the number of contacts and displays the count on the account.
Answer: C
NEW QUESTION 65
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