CIS-ITSM EXAM

[sukyungk]

#01. When using Catalog Builder, what can be built using templates
Choose 2 answers
A. Content items
B. Catalog items
C. Knowledge articles
D. Order guides
E. Record producers

#02. What tools are available to the assignee to help resolve an incident
Choose 2 answers
A. Knowledge Articles
B. Known Errors
C. Class Manager
D. Enterprise CMDB Dashboard
E. Incident Overview Dashboard

#03.  What are some good practices for guiding your customers' use of Notifications?Choose 3 answers

A. When possible, maximize the quality or email updates to customers

B. Use incident itil role template as the master template to build all other ITSM templates

C. Get input from Marketing department, regarding format of customer/caller facing notifications

D. Make sure Notification requirements and test plans are in the project scope from the start

E. Use templates to ensure consistency and ease of configuration

[Me Being Mustaq]

Hi @sukyungk ,

01. When using Catalog Builder, what can be built using templates?

The correct answers are:
B. Catalog items
D. Order guides

Explanation: Catalog Builder allows creation of catalog items and order guides using templates that standardize fields and configuration for easier and consistent catalog item creation in ServiceNow.​

02. What tools are available to the assignee to help resolve an incident?

The correct answers are:
A. Knowledge Articles
B. Known Errors

Explanation: Assignees use knowledge articles for information and known errors (problem records) as quick references or workarounds to help resolve incidents faster.​

03. What are some good practices for guiding your customers' use of Notifications?

The correct answers are:
A. When possible, maximize the quality of email updates to customers
C. Get input from Marketing department, regarding format of customer/caller facing notifications
E. Use templates to ensure consistency and ease of configuration

Explanation: Effective notification practices include high-quality clear updates, involvement of marketing for communication style, and using templates for consistency and efficiency of notification setup

If it is helpful, please hit the thumbs button and accept the correct solution by referring to this solution in the future it will be helpful to them.

Thanks & Regards,

Mohammed Mustaq Shaik

[Nikhil Bajaj9]

Hi @sukyungk 

The correct options are B. Catalog items and E. Record producers. 

The correct options are A. Knowledge Articles and B. Known Errors. 

The correct options are C, D, and E.

[Dr Atul G- LNG]

Hi @sukyungk 

#01. When using Catalog Builder, what can be built using templates
Choose 2 answers

B. Catalog items

E. Record producers

#02. What tools are available to the assignee to help resolve an incident
Choose 2 answers
A. Knowledge Articles
B. Known Errors

#03.  What are some good practices for guiding your customers' use of Notifications?Choose 3 answers

C. Get input from Marketing department, regarding format of customer/caller facing notifications

D. Make sure Notification requirements and test plans are in the project scope from the start

E. Use templates to ensure consistency and ease of configuration

[mayekarsalo]

Hi @sukyungk  ,

01. When using Catalog Builder, what can be built using templates

Ans.  B. Catalog items
          D. Order guides

02. What tools are available to the assignee to help resolve an incident

Ans. A. Knowledge Articles
B. Known Errors

03.  What are some good practices for guiding your customers' use of Notifications?
Ans.  C. Get input from Marketing department, regarding format of customer/caller facing notifications

          D. Make sure Notification requirements and test plans are in the project scope from the start

          E. Use templates to ensure consistency and ease of configuration