Free ServiceNow CIS-ITSM Exam Dumps and CIS-ITSM Exam Questions

Question No: 21

MultipleChoice

Which two types of metadata should be migrated between environments using change sets? (Choose two.)

Options

AStandard field picklist values

BCustom fields

CAccount team roles

DEmail templates

Question No: 22

MultipleChoice

Universal Containers wants to allow its customers to submit support requests across multiple channels.

In which two ways can this be accomplished with Salesforce? (Choose two.)

Options

AExpose the case feeds option on the company's website.

BOffer a Chat button on the company website.

CEnable Chatter Questions in the company's Customer Community.

DEnable the Service Cloud Console app on the company website.

Question No: 23

MultipleChoice

Users report that the Industry picklist field is no longer visible on account records.

Which tool can an administrator use to troubleshoot this issue?

Options

AField audit history

BDebug log

CField history tracking

DSetup audit trail

Question No: 24

MultipleChoice

An administrator has initiated the process of deploying changes from a sandbox to the production environment using the Force.com IDE.

Which three pieces of information must be supplied to the IDE during this process? (Choose three.)

Options

AThe username and password of the destination environment

BThe related change set connection information

CThe metadata components that need to be deployed

DThe data of the fields which are being deployed

EThe environment into which the changes will be deployed

Question No: 25

MultipleChoice

When a lookup relationship is created between two objects, which three options can the administrator select to help manage situations when a lookup record is deleted? (Choose three.)

Options

ADelete the related record also.

BPrompt the user to enter another record to resolve the lookup relationship.

CClear the value of the lookup field.

DDo NOT allow deletion of a lookup record that is part of a lookup relationship.

ENotify the record owner.

Question No: 26

MultipleChoice

Universal Containers has a workflow rule that sends an email alert to the VP of Sales when a large deal is won. The VP is reporting that these emails are NOT being delivered.

Which two tools should be used to determine the problem? (Choose two.)

Options

ASystem audit trail

BDebug log

CEmail log

DWorkflow monitor

Question No: 27

MultipleChoice

Which two statements are true regarding Salesforce Customer Community members? (Choose two.)

Options

ATheir reputation levels must be the same across all communities of which they are members.

BThey use the Ideas tab to submit, comment on, and vote for ideas.

CThey find crowdsourced answers and Knowledge articles to resolve a support issue.

DThey must belong to a company's internal community to participate in Chatter collaboration.

Question No: 28

MultipleChoice

Universal Containers uses Territory Management to manage its sales territories. Territory managers and sales representatives are at the same role level in the role hierarchy. Account and Opportunity objects are set to private.

Which three permissions should be granted to territory managers? (Choose three.)

Options

ATransfer and Delete opportunities assigned to the territory, regardless of who owns the opportunities.

BView, Edit, Transfer, and Delete accounts assigned to the territory, regardless of who owns the accounts.

CView All opportunities associated with accounts in the territory, regardless of who owns the opportunities.

DEdit All opportunities associated with accounts in the territory, regardless of who owns the opportunities.

ETransfer All opportunities associated with accounts in the territory, regardless of who owns the opportunities.

Question No: 29

MultipleChoice

Universal Containers is implementing a new lead status process and wants to be able to do the following:

* Track leads through five different status values.

* Run reports showing the duration a lead spends in each status.

* Run full Lifetime reports of a lead from creation to conversion.

* Prevent leads from skipping a lead status.

How can these requirements be met?

Options

AUse field history tracking on the lead status field to track the duration of each status. Use validation rules to prevent status skipping.

BUse an Apex trigger to populate custom date fields for each status, and use custom formula fields for calculating duration of each status.

CUse custom date fields and workflow rules for each status, and use custom formula fields for calculating duration of a status. Use validation rules to prevent status skipping.

DUse lead history reporting to track changes in the lead status field, and use custom reporting fields to calculate status duration. Use validation rules to prevent status skipping.

Question No: 30

MultipleChoice

Universal Containers wants to ensure that when an opportunity stage is Closed Lost the reason is captured in a custom Reason Lost field before the record can be saved.

Which approach can be taken to meet this requirement?

Options

ACreate a workflow rule that fires on the Closed Lost stage and populates the Reason Lost field.

BCreate a validation rule that requires Reason Lost to be populated once the opportunity stage is Closed Lost.

CCreate a trigger that requires Reason Lost to be populated once the opportunity stage is Closed Lost.

DCreate a page layout for Closed Lost opportunities and make Reason Lost a required field.