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CIS-ITSM – Certified Implementation Specialist - IT Service Management

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Showing 16–18 of 20 questions

Question 16

A company represents their customers as Accounts that have an External ID field called Customer_Number__c. They have a custom Order (Order__c) object, with a Lookup to Account, to represent Orders that are placed in their external order management system (OMS). When an order is fulfilled in the OMS, a REST call to Salesforce should be made that creates an Order record in Salesforce and relates it to the proper Account.

What is the optimal way to implement this?

Select an option, then click Submit answer.

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    Perform a REST GET on the Account and a REST POST to update the Order__c with the Account's record ID.

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    Perform a REST PATCH to upsert the Order__c and specify the Account's Customer_Number__c in it.

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    Perform a REST POST to update the Order__c and specify the Account's Customer_Number__c in it.

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    Perform a REST GET on the Account and a REST PATCH to upsert the Order__c with the Account's record I
Question 17

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?

Select an option, then click Submit answer.

  • ○

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

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

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    Use 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.

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    Use 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 18

Which of the following is NOT a consideration when determining the need for multiple service catalogs?

Select an option, then click Submit answer.

  • ○

    Services and Types of Service

  • ○

    Size of the company

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    Audience

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    Delegation of Catalog Administration