ServiceNow CIS-ITSM Exam Questions – Certified Implementation Specialist – IT Service Management

The Certified Implementation Specialist – IT Service Management exam certifies that a successful candidate has the skills and essential knowledge to contribute to the configuration, implementation, and maintenance of ServiceNow ITSM applications.

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ServiceNow CIS-ITSM Exam Questions – Certified Implementation Specialist – IT Service Management

1. An administrator has been asked to create a replica of the production organization. The requirement states that existing fields, page layouts, record types, objects, and data contained in the fields and objects need to be available in the replica organization.

How can the administrator meet this requirement?


2. Which two deployment tools can be used to deploy metadata from a Developer Edition organization to another organization? (Choose two.)


3. An administrator wants to allow users who are creating leads to have access to the Find Duplicates button.

Which lead object-level permission will the administrator need to provide to these users?


4. What are three capabilities of Collaborative Forecasting? (Choose three.)


5. Universal Containers wants customers who buy the Freight Container product to be billed in monthly installments.

How should an administrator meet this requirement?


6. A user has a profile with read-only permissions for the case object.

How can the user be granted edit permission for cases?


7. Which three actions can occur when an administrator clicks “Save” after making a number of modifications to Knowledge data categories in a category group and changing their positions in the hierarchy? (Choose three.)


8. How can an administrator ensure article managers use specified values for custom article fields?


9. The sales team has requested that a new field called Current Customer be added to the Accounts object. The default value will be “No” and will change to “Yes” if any related opportunity is successfully closed as won.

What can an administrator do to meet this requirement?


10. Sales management wants a small subset of users with different profiles and roles to be able to view all data for compliance purposes.

How can an administrator meet this requirement?


11. Which two values roll up the hierarchy to the manager for Collaborative Forecasting? (Choose two.)


12. An administrator has been asked to grant read, create and edit access to the product object for users who currently have the standard marketing user profile.

Which two approaches could be used to meet this request? (Choose two.)


13. Leads come to Universal Containers from various sources and need to be assigned to the correct sales team. When a lead comes from the APAC region, it can be passed to an external partner if the Sales Director approves the transfer. The partner’s channel manager must be notified when the partner has been assigned the lead.

Which combination of automation tools is needed to meet minimally these requirements?


14. An administrator notices that there are two account records in the system with the same name. A contact record with the same name is associated with each account.

Which set of steps should be taken to merge these accounts using the Salesforce merge feature?


15. A sales manager wants to edit the opportunities owned by the sales team. The manager does NOT have Edit access to the Opportunity object.

What is a recommended solution?


16. A sales manager wants a report of accounts without any closed/won opportunities in the last year.

How can this requirement be met?


17. What are two capabilities of Territory Management? (Choose two.)


18. Universal Containers would like applicants to apply for multiple positions, tracking how many applicants have applied and how many positions each individual applicant has applied for. To do this, the administrator will create a Job Application junction object between the Applicant and Position objects.

How does this action meet the requirement?


19. Which two actions could the delegated administrator complete after delegated administration is granted for a custom object? (Choose two.)


20. An administrator has unchecked the “Enable content pack creation” checkbox after users had created content packs.

What is the impact of this change?


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