CIS-ITSM Online Practice Questions and Answers

Which two deployment tools can be used to deploy metadata from a Developer Edition organization to another organization? (Choose two.)

A. Data Loader

B. Salesforce Extensions for Visual Studio Code

C. Change sets

D. Ant Migration Tool

Which two values roll up the hierarchy to the manager for Collaborative Forecasting? (Choose two.)

A. Product quantity

B. Quota amount

C. Opportunity amount

D. Expected revenue

The administrator at Universal Containers wants to improve data quality by ensuring that all accounts have a Billing State/Province based upon the Billing Postal Code for that account.

Which two solutions can meet this requirement? (Choose two.)

A. Use a trigger that populates Billing State/Province based on a custom object that maps postal codes to states/provinces.

B. Use a validation rule to do a VLOOKUP of the Billing Postal Code to a custom object that maps postal codes to states/provinces.

C. Use a workflow that populates Billing State/Province based on a custom object that maps postal codes to states/provinces.

D. Use a validation rule to do an HLOOKUP of the Billing Postal Code to a custom object that maps postal codes to states/provinces.

A developer is asked to update data in an org based on new business rules. The new rules state that Accounts with the type set to "Customer" should have a status of "Active, " and Accounts with the type set to "Prospect" should have a status of "Pending. " No other changes to data should be made.

Which code block will accurately meet the business requirements?

A. Option A

B. Option B

C. Option C

D. Option D

Which of the following ITIL terms refers to the cause of one or more incidents that is typically unknown at the time of detection?

A. Problem

B. Unknown Error

C. Issue

D. Configuration Item

To how many levels can categories be nested in a service catalog?

A. 3

B. 2

C. 1

D. None of the listed answers

There are two types of variable sets, single-row and multi-row.

A. True

B. False

One of the following is NOT a valid option in the "Content type" field in the Content item form.

A. Internal Content

B. KB Article

C. Catalog Content

D. External Content

It is possible to create incidents automatically based on alerts from Event Management.

A. True

B. False

Which of the following statements best describes the purpose of "Enable wish list" checkbox in the catalog form?

A. It gives the admin insight on the most frequently visited service request forms.

B. It allows users to submit suggestions for features or new services.

C. It allows requesters to partially fill a service request form and submit the service request later.

D. It allows requesters to select catalog items that they wish to get.

A user with role catalog_admin can manage user criteria.

A. True

B. False

In the baseline platform configuration, the Problem States include _________.

A. New, Assess, Review, Closed

B. New, In Progress, On Hold, Resolved, Closed, Canceled

C. Open, In Progress, Closed

D. Open, Pending Change, Known Error, Closed/Resolved

Which platform feature is used to track field value durations, such as the length of time an Incident spent in each State or the length of time an Incident was assigned to each group?

A. Key Performance Indicator (KPI)

B. Metric

C. Database view

D. Audit

When viewing a list of Tasks, which field identifies whether the Task is an Incident, Problem, Change, etc.?

A. Correlation ID [correlation_id]

B. Task Type [sys_class_name]

C. Domain [sys_domain]

D. Number [number]

What Knowledge Management capability allows users to ask and answer questions amongst peers within a Knowledge Base?

A. Feedback

B. Social QandA

C. Connect Chat

D. Collaboration