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CIS - ITSM 8

Which of the following components can be turned on or off in the Service Catalog Cart Layout?
Calculate Shipping
Add to Wish List
Delete Item
Quantity
In the baseline platform configuration, if a change approver rejects an approval for a normal change, what will the state of the change be set to?
Rejected
Assess
Closed Incomplete
New
When can a user (who has no assigned roles in the system) close an incident?
When the user is the Caller and the incident's State is Resolved.
When the user is the Caller or on the Watch list and the incident's State is Resolved.
When the user is the Caller and the incident's State is not already closed.
When the user is the Caller and the incident's State is not already resolved.
Which platform feature is used to determine whether an incident meets the conditions for First Call Resolution?
Business Rule
First Call Resolution field
Benchmark
Metric
What are the most common ways to create problems?
Manually using the Problems related list on a change.
Using the Create Problem UI action on an incident.
Using the Create Problem Virtual Agent Conversation.
Using a third-party integration.
In change management, which record should be modified to restrict when a change can move to a specific state?
UI Action for the State Transition
ChangeRequestStateModel Script Include
ChangeRequest Script Include
ChangeRequestStateModelSNC Script Include
Which of the following fields are mandatory when you are resolving an Incident?
Configuration item
Work Notes
Resolution code
Short Description
Which incident field is populated when you attach a known error (KE) article to an incident, and the attached KE article has a problem record associated with it?
Resolved by (resolved_by)
Resolution Code (close_code)
Cause by Change (caused_by)
Problem (problem_id)
What is the default data retention policy for knowledge View logs?
3 calendars years
1 calendar year
6 calendar months
5 calendar years
Which CI class is NOT included in the search results for configuration items, affected CIs, or impacted services within an Incident record?
Business Service Group
Application Service
Service Offering
Business Application
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