ServiceNow Certified Implementation Specialist – IT Service Management — Question 27

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?

Answer options

• A. Update the sys_popup view for the user table
• B. Update the sys_quick view for the caller table
• C. Update the sys_popup view for the caller table
• D. Update the sys_quick view for the user table

Correct answer: A

Explanation

The correct answer is A because the sys_popup view for the user table is where the display settings for user-related information are configured. The other options refer to the caller table or quick views, which do not affect the specific quick view frame required by the customer.