Which of the following statements is true regarding the permission that a user of itil role has?

• A.Users with itil role can update any incident except closed and resolved incidents.
• B.Users with itil role can update any incident.
• C.Users with itil role can update any incident except closed incidents.
• D.Users with itil role can only update incident created by them.

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Workshops intend to understand the current processes at the organization in order to reflect them in ServiceNow ITSM.

• A.True
• B.False

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How to customize the fields that appear when a user hovers over the reference icon?

• A.Modify "ref_contributions" attribute for the field.
• B.Modify "ref_ac_column" attribute for the field.
• C.Create sys_popup view.
• D.Add a new record in the Reference Popup table and configure the variables.

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Which table is used to store Q&A data for knowledge articles?

• A.kb_social_qa_question
• B.kb_social_qa
• C.kb_social
• D.kb_qa

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What will be the new state once you click on the "Confirm" button in the problem form?

• A.Closed
• B.Root Cause Analysis
• C.Resolved
• D.Fix in Progress

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