Free CIS-ITSM – Certified Implementation Specialist - IT Service Management Practice Test Question

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  Data Loader

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  Salesforce Extensions for Visual Studio Code

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  Change sets

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  Ant Migration Tool
  
  

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  cmbd_read

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  itil_admin

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  admin

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  itil
  
  

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  Service portal

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  Inbound Email

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  Social Media

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  SMS

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  Support Chat
  
  

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  itil

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  problem_coordinator

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  problem_task_analyst

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  problem_administrator

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  problem_manager
  
  

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  Auto-update process design according to selected peer

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  Comparison by number of users

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  Identify improvement opportunities

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  Measure KPI Performance

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  Comparison by industry
  
  

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

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

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

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  They must belong to a company’s internal community to participate in Chatter collaboration.
  
  

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  Flags

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  Views

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  Helpful (Yes/No)

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  Comments

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  Star Rating
  
  

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

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

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

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

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

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  None of the listed answers

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  Itil Admin

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  Itil User

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  Incident Manager

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  Incident caller
  
  

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  Cost center

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  Country

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  Location

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  Department

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  Group
  
  

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  True

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  False
  
  

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  Cross-reference among catalogs.

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  To show an article about a specific catalog item.

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  Reference to a catalog item that doesn't have a record producer linked to it.

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  Grouping more than one catalog item in one request.
  
  

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  Incident

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  Task

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  Case

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  Problem Task
  
  

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  Calculate Shipping

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  Add to Wish List

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  Delete Item

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  Quantity
  
  

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  True

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  False
  
  

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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
  
  

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  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.
  
  

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  Services and Types of Service

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  Size of the company

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  Audience

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  Delegation of Catalog Administration
  
  

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  upsert orders;

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  upsert orders Order_Number__c;

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  merge orders Order_Number__c;

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  merge orders;
  
  

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  Solved Remotely (Permanently)

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  Solved (Work Around)

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  Not Resolved (Too Costly)

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  Canceled by caller