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CIS-ITSM PDF DEMO:

QUESTION NO: 1
An Apex class does not achieve expected code coverage. The testSetup method explicitly calls a method in the Apex class.
How can the developer generate the code coverage?
A. Verify the user has permissions passing a user into System.runAs().
B. Use system.assert() in testSetup to verify the values are being returned.
C. Call the Apex class method from a testMethod instead of the testSetup method.
D. Add @testVisible to the method in the class the developer is testing.
Answer: C

QUESTION NO: 2
What are the most common ways to create problems? (Choose two.)
A. Using a third-party integration.
B. Manually using the Create New module.
C. Manually using the Problems related list on a change.
D. Using the Create Problem Virtual Agent Conversation.
E. Using the Create Problem UI action on an incident.
Answer: B,E

QUESTION NO: 3
Which of the following is the goal of problem management?
A. Detect and correlate operational alerts or communications generated by infrastructure items to manage operations and prevent problems in the environment.
B. Manage improvement to IT processes and services in order to increase efficiency, effectiveness, and cost-effectiveness.
C. Restore normal service operation as quickly as possible and minimize the adverse impact of incidents on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
D. Prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize impact of incidents that cannot be prevented.
Answer: D

QUESTION NO: 4
Change management uses the workflow engine by default to _____________. (Choose three.)
A. Manage SLAs
B. Close related tasks
C. Manage approvals
D. Send notifications
E. Generate change tasks
Answer: A,C,E

QUESTION NO: 5
The sales manager at Universal Containers would like a dashboard to view each of the sales representative's opportunities, accounts, and related cases.
What is a recommended solution?
A. Create an individual dashboard for each sales representative with opportunity, account, and case components.
B. Create a dynamic dashboard and ensure the sales manager has the "View My Team's Dashboard" permission.
C. Create a dashboard and add filters for users, opportunities, accounts, and cases.
D. Create a dynamic dashboard and add filters for opportunities, accounts, and cases.
Answer: B

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Updated: May 28, 2022