This certification validates enterprise business systems knowledge across planning, delivery, stakeholder coordination, and continuous improvement. It is intended for professionals who manage structured work and measurable service outcomes.
Which of the following cannot be defined or set through a Catalog UI Policy?
Which type of catalog item should be used to create an incident record from the portal?
Which incident management roles are activated by installing the ITSM Roles plugin (com.snc.itsm.roles)? (Choose two.)
A customer requests that when the Service Desk agent clicks on the information icon for the Caller's name, the quick view frame shows only the following fields:
User name -
Manager name -
Email Address -
Employee ID -
How would you modify the quick view frame?
Your customer has built a mature knowledge base, with articles targeted to internal audiences -which are technical. Other articles are written for end users, with simple instructions. From the Incident form, the agents would like to be able to identify which articles are visible to the callers What feature would you use, to satisfy this requirement?