Question 6 of 242

Which of the following cannot be defined or set through a Catalog UI Policy?

Answer

Suggested Answer

The suggested answer is C.

A Catalog UI Policy in ServiceNow is used to control the behavior of catalog item forms, including making variables mandatory, setting variables to read-only, and applying requirements to form views. However, it does not control the visibility of catalog categories. Catalog categories' visibility is managed through other mechanisms, such as user criteria or directly in the catalog category configuration.

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Question 7 of 242

Which type of catalog item should be used to create an incident record from the portal?

Answer

Suggested Answer

The suggested answer is D.

To create an incident record from the portal, a Record Producer should be used. A Record Producer is a type of catalog item that allows users to create task-based records such as incident records directly from the service catalog. It simplifies the process for end users by providing a user-friendly interface for entering the necessary information to generate a new task or incident.

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Question 8 of 242

Which incident management roles are activated by installing the ITSM Roles plugin (com.snc.itsm.roles)? (Choose two.)

Answer

Suggested Answer

The suggested answer is B, C.

The ITSM Roles plugin (com.snc.itsm.roles) specifically activates roles related to IT Service Management functionality. The role 'itsm_incident_read' allows users to read incident records related to ITSM, and 'incident_manager' provides more advanced incident management capabilities. These roles are in line with the functionality typically brought by such plugins to manage incidents efficiently.

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Question 9 of 242

A customer requests that when the Service Desk agent clicks on the information icon for the Caller's name, the quick view frame shows only the following fields:

User name -

Manager name -

Email Address -

Employee ID -

How would you modify the quick view frame?

Answer

Suggested Answer

The suggested answer is A.

To modify the quick view frame to display specific fields such as User name, Manager name, Email Address, and Employee ID, you need to update the sys_popup view for the user table. This view is responsible for defining what information is shown in the quick view frame for user records.

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Question 10 of 242

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?

Answer

Suggested Answer

The suggested answer is B.

To determine which articles are visible to the callers, the 'Search as User' feature can be used. This feature allows agents to see search results both as themselves and as a specified user (in this case, the caller), ensuring that the articles presented are appropriate and viewable by the end user.

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