Cis Csm Csm Integration 10 26 Questions And Answers

EXAMS AND CERTIFICATIONS 26 Terms | Cis Csm Csm Integration 10 26 Questions And Answers

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Terms in this set 26

With the assignment of the ____ role, agents can create and update an incident, problem, change, and multiple requests for a case.

ITIL

To control access at a more granular level, several other roles with differing levels of accessibility have been introduced. The ____ ____ can assign roles to customer service agents that enable the agents to view and create an incident, problem, change, and request records for customer service cases.

System administrator

This role can create and update an incident, problem, change, and multiple requests for a customer service case.

ITIL

This role can view information about an incident record associated with a customer service case.

sn_incident_read

This role can create an incident record for a customer service case. They can also
- Associate an existing incident record with a customer service case.
- Remove an incident record associated with a customer service case.

sn_incident_write

This role can view information about a problem record associated with a customer service case.

sn_problem_read

This role can create a problem record for a customer service case. They can also:
- Associate an existing problem record with a customer service case.
- Remove a problem record associated with a customer service case.

sn_problem_write

This role can view information about a change record associated with a customer service case.

sn_change_read

This role can create a change record for a customer service case. They can also:
- Associate an existing change record with a customer service case.
- Remove a change record associated with a customer service case.

sn_change_write

This role can view information about request records associated with a customer service case in the Requests related list.

sn_request_read

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