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ServiceNow ITSM Certified Implementation Exam | 140 Questions with 100% Correct Answers | Verified
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Are KB Searches Logged? If yes, which table are they logged? - Yes, Logged in Search Log (ts_query_kb) table When should a problem be put in a state of Known Error? - The cause of the problem is determined, but there is no permanent fix. What phase are Incidents usually escalated? - Investigative and Diagnose Can the user criteria be applied at the Knowledge Article level? - Yes Is the change type editable in the baseline version? - Yes What is the best practice for modifying/customizing Base Code? - Create a local copy. What incident states are considered active? - New, In Progress, On Hold, Resolved Are SLAs defined by default for all Service Requests in the baseline version? - No Can g_scratchpad be used in Catalog Items - No
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