Your customer wants to know why users with the problem_coordinator role can Communicate workarounds, and fixes; but users with problem_task_analyst cannot.
How do you explain this?
What are two effective measures of performance for the Problem Management process?
Choose 2 answers
Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?
Your customer wants to add a notification to the Change - Emergency - Authorize Flow. What is the first thing you would do to meet this requirement?
What are some good practices for guiding your customers' use of Notifications?
Choose 3 answers
Why don't Problem records automatically move from Resolved to Closed after the fix is implemented.
Which of the following roles has the ability to create and manage user criteria for service catalogs?
Which Service Portfolio Management phase does a service belong to when it is in operational state?
What are the different ways a user can provide feedback on a knowledge article?
Choose 4 answers
When using the Email Client, what is the difference between an Email Template and a Quick Message?
After publishing an item via Catalog Builder, the associated update set is set to which state?
When using Inbound Email Actions, what happens it an email is received which has no watermark or reference number?
A Portfolio Manager is primarily concerned with the performance of what hierarchy?
Which baseline Change Flow automatically generates a Change task, for Post Implementation Review?
Which is the process responsible for delivering items that have been ordered from a Service Catalog?
When building multiple catalog items, which components would you evaluate for consolidation and re-use? (Choose two.)
What module do you use to change the setting for the time between incident Resolution and Closure?
What would you use to create Incident records based on email sent by users or systems?
You have just upgraded your instance and have not migrated to multimodal change.
Using the default settings, when you click on Change > Create new, what page displays?
What is an example of a Key Performance Indicator for Change management that is included with Performance Analytics, but not available in ServiceNow reporting? (Choose two.)
Where is the definition of what is provided, or not provided, for a service defined?
Your customer wants to use the Normal change model, but wants to add another level of approval for changes relating to the Service, SAP Enterprise Services.
What should you do to satisfy this requirement?
When using the Email Client, what is the difference between an Email Template and a Quick Message?
When you activate the ITSM Roles plugin what additional granular roles are created for the Incident application?
Choose 2 answers
What tools are available to the assignee to help resolve an incident?
Choose 2 answers
On a Normal Change Model what are some examples of the Model Stale Transitions that are defined for the Authorize state?
When creating a catalog, which field specifies who is able to create, modify, and publish items in the catalog?
What functionality can be used to define the sequence of activities that should be taken to complete catalog items?
Choose 2 answers
When building out a service catalog categorizing items helps users navigate and search in the catalog. Which roles would allow you to create and maintain categories?
Choose 3 answers
A tester reports a bug, because they submitted a Known Error article from a Problem record, but it is not visible from the Known Error database.
What could cause this?
Where are the timeframe conditions for sending an SLA breach warning notification defined?
Your Problem Manager has a structured problem management process, which includes a final review of the solution implemented and of the data regarding incident reduction. When a problem is resolved, after implementing a fix, they want the Post Fix Review task to be automatically created and assigned to the Problem assignee.
What feature would you use to meet this requirement?
In Change management, what allows customers to define condition based flows for a fit for purpose model?
Your customer wants Problem records to be assigned automatically to the Support group associated with the CI on the problem record.
Which business rule already satisfies this requirement?
Problem management provides what benefits for Incident management? Choose 2 answers
Your customer wants incidents to close automatically 7 days after the incident is resolved. How do you meet this requirement? (Choose two.)
Incident management includes limited functionality for what advanced reporting capability?
From a data model perspective which Table is the base class for the configuration management database?
Your customer wants to use Incident Tasks on Incident Records But for efficiency reasons they want to automatically close all Incident Tasks when the parent Incident is closed or canceled. How could you meet this requirement?
Choose 2 answers
If the Assignment group is empty on an incident record what happens when an agent that is a member of multiple user groups clicks the Assign to the Ul action?
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TESTED 10 Apr 2026
