BeingFluid

Question 1

Which one is a server-side script?

Answer 1

Business Rule

Question 2

Automated Chatting agent available on the service portal is commonly referred to as?

Answer 2

Virtual Agent

Question 3

How can users interact with agents at their convenience through Virtual agent?

Answer 3

Asynchronous chat in the web channel

Question 4

List three of the Virtual agent capabilities!

Answer 4

Answering FAQs
Providing tutorial (“how to”) information
Performing diagnostics

Question 5

List three things a Virtual Agent can access!

Answer 5

Knowledge Bases
Service Catalog
Querying or updating system records (for example, get the status on cases or incidents)

Question 6

The ServiceNow virtual agent provides assistance within a messaging interface.

Which capability allows end users to configure virtual agent to intercept and help resolve submitted incidents?

Answer 6

Issue Auto Resolution

Question 7

Link unfurling enables previews of which three kinds of URLs in virtual agent conversations?

Answer 7

Texts
Videos
Images

Question 8

Which conversational interface allows you to preview and modify a catalog item in catalog builder?

Answer 8

Virtual Agent

Question 9

List three Virtual Agent offer a web-based interface for?

Answer 9

Service Portal
iOS
Android

Question 10

How can you deactivate link unfurling feature in Virtual agent conversations?

Answer 10

By updating system property com.glide.cs.enable_link_unfurling to false.

Question 11

Which three, third-party messaging apps are supported by Virtual Agents?

Answer 11

Workplace
Microsoft Teams
Slack

Question 12

What generates a content-rich preview when a supported link is shared in a conversation with a user, a virtual agent, or in a text-based bot response.

Answer 12

Link unfurling

Question 13

Each update set is stored in the _______ table?

Answer 13

sys_update_set

Question 14

Navigate here to create an update set:

Answer 14

All > System Update Sets > Local Update Sets

Question 15

To retrieve an update set from a remote instance, in the Production instance, navigate to:

Answer 15

All > System Update Sets > Update Sources

Question 16

What happens to changes on the same object in multiple update sets when update sets are merged?

Answer 16

The most recent change to the object will be saved in the merged update set

Question 17

The most recent change to the object will be saved in the merged update set

Answer 17

All > System Update Sets > Retrieved Update Sets

Question 18

ServiceNow recommends limiting Update Sets to a maximum of _____ records to reduce the number of potential conflicts and make it easier to identify and review changes.

Answer 18

100

Question 19

What are the steps for applying an update set to an instance? (3)

Answer 19

Retrieve
Preview
Commit

Question 20

Where can you view a series of customizations?

Answer 20

Update Set

Question 21

Navigate here to to retrieve an update set:

Answer 21

All > System Update Sets > Retrieved Update Sets

Question 22

Navigate here to export an update set:

Answer 22

All > System Update Sets > Local Update Sets

Question 23

Determines which of the application’s resources are available to other applications in the instance.

Answer 23

Scope

Question 24

Name the table where Update Sets write changes to?

Answer 24

sys_update_xml

Question 25

To load data for an update set, navigate to:

Answer 25

All > System Import Sets > Load Data

Question 26

What is common between CIs, Users, Groups?

Answer 26

Any changes to these are not captured in an update set

Question 27

Can Update sets be merged?

Answer 27

Yes

Question 28

What is the state an update set must be in to transfer it to another instance?

Answer 28

Complete

Question 29

Can you revert update set versions?

Answer 29

Yes

Question 30

What is the format of an exported Update Set?

Answer 30

xml

Question 31

List three types of tasks available via All > Service Desk > My Work:

Answer 31

Requests Security Cases Visual Task Board Tasks

Question 32

Navigate here to locate active tasks assigned to yourself.

Answer 32

Service Desk > My Work

Question 33

List three things that Visual Task Boards allow you to do!

Answer 33

Manage your tasks through a visual, drag-and-drop interface Identify process bottlenecks at a glance Track activity to view updates all in one place

Question 34

What is any record that can be assigned or completed by a user?

Answer 34

Task

Question 35

When using sorting criteria for Visual task boards who has access to create, edit, or delete the criteria?

Answer 35

The owner of the VTB

Question 36

What is the sequence of conditions in an SLA definition?

Answer 36

Start, Pause, Stop

Question 37

Which table stores the Task SLA records for the SLA's attached to particular tasks?

Answer 37

task_sla

Question 38

What is SLM?

Answer 38

Service Level Management

Question 39

What automatically assigns tasks to users or groups?

Answer 39

Assignment Rules

Question 40

Real-time editing allows you to edit records in real-time as well as see edits (indicated by a pulse icon) saved by other users using interfaces or devices such as (name four):

Answer 40

Visual Task Boards Service Portal ServiceNow Mobile apps Apple Watch

Question 41

Navigate here to create an assignment rule

Answer 41

System Policy > Rules > Assignment

Question 42

List three statements about Tasks!

Answer 42

Tasks lead to quicker resolution times Tasks are repeatable processes Tasks minimize the possibility of human error

Question 43

What is a collaboration tool with special user interface for presenting tasks?

Answer 43

Visual Task Board

Question 44

As it relates to Task Management, SLA is an abbreviation for what?

Answer 44

Service Level Agreement

Question 45

Which module displays a list of tasks assigned to a user's group, but not yet assigned to an individual user?

Answer 45

My Groups Work

Question 46

Are comments visible by all users?

Answer 46

Yes

Question 47

Types of SLA (SLA, OLA, UC) are defined in which field?

Answer 47

Type Field

Question 48

Navigate here to set configurable properties for the SLA Engine

Answer 48

Service Level Management > Properties > SLA Engine

Question 49

Name four Elements of a Visual Task Board (VTB)

Answer 49

Title Cards Lanes Quick Panels

Question 50

List four types of tasks available via All > Service Desk > My Work:

Question 51

What uses machine-learning to determine field values during creation?

Answer 51

Predictive Intelligence

Question 52

What is the quickest way to navigate back to a recently viewed record?

Answer 52

Select the record from the History tab

Question 53

What creates a new record and closes the form?

Answer 53

Submit

Question 54

Navigate here to create a new relationship role

Answer 54

Configuration > Suggested Relationships

Question 55

Where do users personalize their user interface?

Answer 55

System Settings

Question 56

What is the Now Platform's cloud-based computing model?

Answer 56

Application Platform-as-a-Service (aPaaS)

Question 57

What are the three Now Platform interfaces?

Answer 57

Now Platform User Interface ServiceNow Mobile Apps Service Portal

Question 58

What are users without any assigned role permissions?

Answer 58

Self-Service users

Question 59

Which feature in ServiceNow helps improve Collaborative Efforts?

Answer 59

User Presence

Question 60

What's a module and application in the example Incident > create new

Answer 60

Incident is an application and create new is the module

Question 61

What is used to search the whole instance for records?

Answer 61

Global Search

Question 62

Protects applications by identifying and restricting access to available artifacts and data.

Answer 62

Scope

Question 63

Prevents naming conflicts and allows the contextual development environment to determine what changes, if any, are permitted.

Answer 63

Scope

Question 64

Is assigned to an application when it is first created and cannot be changed.

Answer 64

Scope

Question 65

Which script object in ServiceNow runs when an object is updated, inserted, displayed, deleted or queried?

Answer 65

Business Rule

Question 66

Why is considered good practice to customize your instance without scripting?

Answer 66

It is easier to debug and fix configuration changes vs. a script after an upgrade.

Question 67

What type of client script runs when a cell on a list changes value through use of the List editor?

Answer 67

onCellEdit()

Question 68

What are the scripts that run in a web browser called?

Answer 68

Client side

Question 69

Which two run scripts client-side?

Answer 69

UI Policy Client Script

Question 70

Are Business rules real time?

Answer 70

Not

Question 71

Based on the condition, it can be decided when to make it visible/hidden

Answer 71

UI Policies

Question 72

only enforce on data entered into a form or list (passing through the UI)

Answer 72

UI Policies

Question 73

are applied to all data entered into the platform: form (UI), import sets, or web services.

Answer 73

Data policies

Question 74

What do you configure to instruct fields how to behave on a form when a UI policy is triggered?

Answer 74

UI Policy Action

Question 75

Is Business Rule a piece of JavaScript?

Answer 75

Yes

Question 76

List two things that JellyScripting is used for!

Answer 76

UI Macros. UI Pages e.g. CMS

Question 77

To turn on the Save button/UI Action that show “Save”, “Insert”, and “Insert and Stay” buttons on forms navigate to:

Answer 77

All > System Properties > UI Properties

Question 78

What is the shared scratchpad object?

Answer 78

g_scratchpad

Question 79

What are the 3 ways to interact with the Now platform?

Answer 79

Next Experience Unified Navigation Now Mobile App Service Portal

Question 80

Which plugin allows users to install multiple applications, application customizations or plugins at once?

Answer 80

Continuous Integration and Continuous Delivery (CICD) Spokebatch install

Question 81

The first time you log into a Next Experience instance, ______________ is available to help you get acquainted with the unified navigation.

Answer 81

an Onboarding Component

Question 82

Multiple choice, single line text, and select box are what type of elements in ServiceNow?

Answer 82

Variable Types

Question 83

Name four features of the main screen element for Banner Frame in the Next Experience Unified Navigation:

Answer 83

Global Search User Menu Help Icon Contextual App Pill

Question 84

What role is required to publish reports in ServiceNow?

Answer 84

report_publisher

Question 85

Which is selected to impersonate another user?

Answer 85

User menu

Question 86

Which plugin needs to be activated in order to translate the content of a catalog item to multiple languages?

Answer 86

Localization framework plugin

Question 87

Where in ServiceNow can users author cross-enterprise workflows and create a single and unified process?

Answer 87

Process Automation Designer

Question 88

Name four features of the main screen element for All Menus in the Next Experience Unified Navigation:

Answer 88

All (Applications & Modules) History Navigation Filter Favorites

Question 89

If the end user wants to report an incident, where do they navigate on the service portal?

Answer 89

In the Can We Help You? Category in the Service Catalog

Question 90

Name three of the Useful features headings:

Answer 90

Start you day here Understand key data through visuals Expand your knowledge

Question 91

Which two OSs are available for Now Mobile:

Answer 91

Apple iOS Google Android