Certified System Administrator (CSA) Flashcards
A Service Catalog may include which of the following components?
Record Producers, Order Guides, and Catalog Items
Which one of the following statements applies to a set of fields when they are coalesced during an import?
If a match is found using the coalesce fields, the existing record is updated with the information being imported
As it relates to ServiceNow reporting, which of the following statements describes what a metric can do?
A metric is used to measure and evaluate the effectiveness of IT service management processes
The display sequence is controlled in a Service Catalog Item using which of the following?
The Order field in the Variable form
Reports can be created from which different places in the platform? (Choose two.)
- List column heading
- View / Run module
Knowledge Base Search results can be sorted by which of the following? (Choose three.)
- Most recent update
- Relevancy
- Number of views
What is the path an Administrator could take to view the fulfillment stage task list for an order placed by a user?
REQ (Number) > RITM (Number) > TASK (Number)
Which term refers to application menus and modules which you may want to access quickly and often?
Favorite
What is generated from the Service Catalog once a user places an order for an item or service?
A request
From the User menu, which actions can a user select? (Choose three.)
- Log Out ServiceNow
- Elevate Roles
- Impersonate Users
Buttons, form links, and context menu items are all examples of what type of functionality?
UI Action
Which of the following is true of Service Catalog Items in relation to the Service Catalog?
They are the building blocks
Table Access Control rules are processed in the following order:
Table name, parent table name, any table name (wildcard)
What is the platform name for the User table?
sys_user
A REQ number in the Service Catalog represents
the order number
Which would NOT appear in the History section of the Application Navigator?
UI Pages
Which one of the following statements is a recommendation from ServiceNow about Update Sets?
Avoid using the Default Update set as an Update Set for moving customizations from instance to instance
Which of the following is used to initiate a flow?
A Trigger
For Administrators creating new Service Catalog items, what is a characteristic they should know about Service Catalog variables?
Service Catalog variables are global by default
Which one of the following statements is true about Column Context Menus?
It displays actions such as creating quick reports, configuring the list, and exporting data
Which ServiceNow products can be used to discover and populate the CMDB? (Choose two.)
- Discovery
- IntegrationHub ETL / Import Sets
- Integrating with an external CMDB
- Manually creating CIs
When using the Load Data and Transform Map process, what is the Mapping Assist used for?
Mapping fields using a Field Map
Which one of the following statements describes the contents of the Configuration Management Database (CMDB)?
The CMDB contains data about tangible business assets
In what order should filter elements be specified?
Field, Operator, then Value
Which statement is true about business rules?
A business rule can be a piece of JavaScript
Which of the following are a type of client scripts supported in ServiceNow? (Choose four.)
- onSubmit
- onCellEdit
- onLoad
- onChange
Which type of tables may be extended by other tables, but do not extend another table?
Base Tables
Which of the following statement describes the purpose of an Order Guide?
Order Guide provide the ability to order multiple, related items as one request
Which tool is used to have conversations with logged-in users in real-time?
Connect Chat
Which of the following concepts are associated with the ServiceNow CMDB? (Choose four.)
- Service Processes
- Tables and Fields
- A Database
- The Dependency View
What is a formatter? Select one of the following
A formatter is a form element used to display information that is not a field in the record
When searching using the App Navigator search field, what can be returned? (Choose four.)
- Names of Applications and Modules
- Names of Modules
- Names of Applications
- Favorites
Which technique is used to get information from a series of referenced fields from different tables?
Dot-Walking
What is a schema map?
A schema map displays the details of tables and their relationships in a visual manner, allowing administrators to view and easily access different parts of the database schema
Which one of the following statements best describes the purpose of an Update Set?
An Update Set allows administrators to group a series of changes into a named set and then move this set as a unit to other systems
Which of the following can be customized through the Basic Configuration UI 16 module? (Choose three.)
- Banner Image
- Browser Tab Title
- System Date Format
What is the function of user impersonation?
Testing and visibility
What information does the System Dictionary contain?
The definition for each table and column
When working on a form, what is the difference between Insert and Update operations?
Insert creates a new record and Update saves changes, both exit the form
How is the Event Log different from the Event Registry?
Event Log contains generated Events, the Event Registry is a table of Event definitions
What is a Dictionary Override?
A Dictionary Override sets field properties in extended tables
Which group of permissions is used to control Application and Module access?
Roles
What is a Record Producer?
A Record Producer is a type of a Catalog Item that allows users to create task-based records from the Service Catalog
Create Incident, Password Reset, and Report outage: what do these services in the Service Catalog have in common?
They direct the user to a record producer
What is the Import Set Table?
A staging area for imported records
What is a characteristic of importing data into ServiceNow?
An existing Transform Map can be used multiple times on the same import set
What module in the Service Catalog application does an Administrator access to begin creating a new item?
Maintain Items
Which of the following allows a user to edit field values in a list without opening the form?
List Editor
Which three Variable Types can be added to a Service Catalog Item?
Multiple Choice, Select Box, and Checkbox
How are Workflows moved between instances?
Workflows are moved using Update Sets
Which of the following statements is true when a new table is created by extending another table?
The new table inherits all of the fields of the parent table and can also contain new fields unique to itself
Where can Admins check which release is running on an ServiceNow instance?
Stats module
A knowledge article must be which of the following states to display to a user?
Published
What is the name of the conversational bot platform that provides assistance to help users obtain information, make decisions, and perform
common tasks?
Virtual Agent
What is the purpose of a Related List?
To present related records
Which one of the following statements describes the purpose of a Service Catalog flow?
A Service Catalog flow is used to drive complex fulfillment processes and sends notifications to defined users or groups
Which term best describes something that is created, has worked performed upon it, and is eventually moved to a state of closed?
task
Which are valid Service Now User Authentication Methods? (Choose three.)
- Local database
- LDAP
- SSO
Access Control rules may be defined with which of the following permission requirements? (Choose three.)
- Roles
- Conditional Expressions
- Scripts
Which section of the ServiceNow UI allows you to perform a global search?
Banner frame
How do you make a list filter available to everyone?
Assign a name, set visibility, and save
What would NOT appear in the Application Navigator if service is typed into the filter field?
Incident > Assigned to me
Which of the following is used to categorize, flag, and locate records?
Tags
Which tool should be used to populate commonly used fields in a form?
Template
How is a group defined in ServiceNow?
A group is one record stored in the Group [sys_user_group] table
What is a role in ServiceNow?
A role is one record in the Role [sys_user_role] table
What is a Notification?
A tool for alerting users that events that concern them have occurred
Which one of the following is NOT a type of Visual Task Board?
Feature
What is (are) best practice(s) regarding users/groups/roles? (Choose two.)
- You should add users to groups
- You should assign roles to groups
What are two ways to generate an Event? (Choose two.)
- Business Rule
- Workflow
Which core table in the ServiceNow platform provides a series of standard fields used on each of the tables that extend it, such as the Incident
[incident] and Problem [problem] tables?
Task [task]
Which of the following statements describes how data is organized in a table?
A column is one field and a record is one row
What is a sys_id?
Unique 32-character identifier that is assigned to every record
When creating a global custom table named abc, what is the table name that is automatically assigned by the platform?
u_abc
Access Control rules may provide access security for which of the following database objects?
For a specific row, column, or table
What is the primary application used to load data into ServiceNow?
System Import Sets
Which of the following steps can be used to import new data into ServiceNow from a spreadsheet?
Local Data, Create Transform Map, Run Transform
Which tool is used for creating dependencies between configuration items in the CMDB?
CI Relationship Editor
What is the difference between a UI Policy and Data Policy?
Data Policies run regardless of how data is entered into ServiceNow, while UI Policies are used for form interactions
Which one of the following is an accurate list of changes that are captured in an Update Set?
Changes made to: table, forms, views, and fields
What are the steps to retrieve an Update Set?
Verify Update Set is Complete, Test Connection, Commit
IntegrationHub enables execution of third-party APIs as a part of a flow. These integrations are referred to as
a spoke
Which of the following protects applications by identifying and restricting access to available files and data?
Application Scope
Which one statement correctly describes Access Control rule evaluation?
If a row level rule and a field level rule exist, both rules must be true before an operation is allowed
ServiceNow contains a resource which provides the following:
✑ A standard and shared set of service related definitions across ServiceNow products and platform that will enable and support true service
level reporting.
✑ A CMDB framework across our products and platform that will enable and support multiple configuration strategies.
What resource do these statements describe?
Common Services Data Model (CSDM)
An IT manager is responsible for the Network and Hardware assignment groups, each group contains 5 team members. These team members are
working on many tasks, but the manager cannot see any tasks on the Service Desk > My Groups Work list. What could explain this?
- The Service Desk > My Groups Work list shows active work tasks that are not yet assigned.
- The manager is not a member of the Network and Hardware groups.
What do you need to do before you can use an Application-based trigger in your flow?
Activate application spoke, and plug-ins as needed
The ServiceNow platform includes which types of interfaces? (Choose three.)
- Now Mobile Apps
- Service Portals
- Now Platform® User Interfaces
Which of the following are not included in an Update Set, by default? (Choose four.)
- Data
- Schedules
- Database changes
- Scheduled Jobs
You are showing your customer a new form that you have created for their new application. They would like to add a field to the form. Where could you do that? (Choose two.)
- Right click on form header, select Configure > Form Layout
- Click on context menu, select Configure > Form Designer
Which ServiceNow resource is a framework that ensures the data your ServiceNow application requires maps correctly to the appropriate CMDB tables?
Common Service Data Model (CSDM)
What do you activate when you want to add applications or functionality within your development instance?
Plugin
What field contains a record’s 32-character, unique identifier?
sys_id
Your company is giving all first line workers a special T-shirt as a recognition for their hard work. Management team wants a way for employees to
order the T- shirt, with the ability to specify the preferred size and color. How would you ensure that only first line workers (non-managers) can
submit the order?
Create Catalog Item and use the Not Available list to specify the Manager Group
What is used frequently to move customizations from one instance to another?
Update Sets
What icon do you use to change the label on a Favorite?
Pencil
What needs to be specified, when creating a Business Rule? (Choose four.)
- Table
- Script to run
- Timing
- Condition to evaluate
What feature can track the amount of time that a task has been open, to ensure that tasks are completed within an allotted time?
Service Level Agreements (SLA)
What is a quick way to create a report from a list view?
Apply filter, right click on column header, select Bar Chart
What import utility do you use when the field names on the import set match the name of the fields on the Target table?
Automatic Mapping
As an IT employee what interface would you use, if you wanted to browse internal IT documentation, like troubleshooting scripts and FAQs?
Knowledge
A new Service Desk employee in Latin America complains that the create dates and times are incorrect on their Incident list. What would you
suggest to fix this issue?
Have them use the gear icon to set the employee’s time zone
What are three security modules often used by the System Administrator? (Choose three.)
- System Properties > Security
- System Security > Access Control (ACL)
- System Security > High Security Settings
When testing a catalog item, having a manager approval flows, which of these best practices would you follow? (Choose three.)
- Make sure the latest flows are activated.
- Impersonate the requester to ensure the form works.
- Make sure the requester’s user record has a manager specified.
What is a no-code approach to control the mandatory or read-only state of a form field?
UI Policy
When moving multiple update sets at one time, what might you do to facilitate the move?
Batch
What is specified in an Access Control rule?
Object and Operation being secured; Permissions required to access the object
Which icon would you double click, to expand and collapse the list of all Applications and Modules?
Application
What do you call any component that needs to be managed in order to deliver services?
Configuration Item
A new service catalog item is being developed, but should only be visible to managers inside the HR Department. What method would you use to
fulfill this requirement?
Add the Department Manager group to the catalog item’s user criteria
A user wants to create a set of filter conditions, where they want to show records which satisfy two conditions:
✑ Incidents where the state is Closed
✑ Incidents where Assignment Group is Network
After clicking the Funnel icon, what should the user do?
Define the first condition; click AND button; define second condition; click RUN
Access Control rules are applied to a specific table, like the Incident table. What is the object name for a rule that is specific to the Incident table
and the Major Incident field?
Incident.major_incident
Two departments (HR Onboarding and Facilities) have come to you, asking for a way for employees to request event room set up services. The
requirements are the same for the form and the task routing to the Facilities’ assignment group.
✑ For HR, the item will be used primarily for the Onboarding coordinators, for employee orientation sessions.
✑ For Facilities, the item will be used for anyone in the company who needs room set up services.
However, both departments have their own service catalogs. What do you do, to support these requirements?
Create one Catalog Item for Event Room Set Up; then publish to both Catalogs
After finishing your work on High Security Settings, what do you do to return to normal admin security levels?
Log out and back in
What type of field allows you to look up values from one other table?
Reference
Which module would you use to create a new automation of business logic such as approvals, tasks, and notifications?
Process Automation > Flow Designer
A department manager asks an analyst to build some reports. Where do you recommend the analyst start?
Reports > Create New
What are the steps for applying an update set to an instance?
Retrieve, Preview, Commit
When importing spreadsheet data into ServiceNow, in which step does the data get written to the receiving table?
Run Transform
What would you do, on a list, if you wanted to show the records in groups, based on the column category? (Choose two.)
- On list Context Menu, select Group By > Category
- On the Category column title, click Context menu > Group By Category
Which collaboration tool is available from the banner, using the bubble icon?
Connect Chat
On the knowledge base record, which tab would you use to define which users are not able to write articles to the knowledge base?
Cannot Contribute
Which features allow you to update multiple records at one time? (Choose two.)
- List Editor
- Update Selected Action
Categories in the knowledge base, by default, can be created and edited by which knowledge workers? (Choose two.)
- Knowledge Contributors
- Knowledge Managers
Which collaboration tool opens a sidebar and allows you to create new conversations with other ServiceNow users?
Connect Chat
What module would you use if you wanted to view a list of all of the fields on the Incident table? (Choose two.)
- Tables & Columns
- Dictionary
What component causes a flow to run after a record has been created or updated?
Record-based trigger
What type of field is Boolean and appears as a check box?
True/False
Which module is used to access the knowledge bases which are available to you?
Self Service > Knowledge
A customer requests the following data quality measures be added:
✑ Incident numbers should be read only, on all lists and forms, for all users.
✑ Short Description field should be mandatory, on all records, across all applications, on Insert.
Which type of policy would you use to meet this requirement?
Data Policy
What type of user (persona) has clearly defined paths and workflows in the platform and have one or more roles (ie itil and approver_user)?
Process User
Which module would you use to customize your instances banner image, text and colors?
System Properties > Basic Configuration UI16
Which database provides a logical model of your company infrastructure by identifying, controlling, maintaining and verifying CIs that exist?
CMDB
Which module is used as the first step for importing data?
Load Data
When you need to orchestrate business processes across services with little technical user knowledge, which utility would you use?
Flow Designer
When a user reports that they are not able to see modules on the application navigator, what can you do, to see what modules are visible to them?
Impersonate the user
What is a key difference between Reporting and Performance Analytics?
Performance Analytics contains snapshots of data taken over time, Reporting shows only the data as it is, at the moment the report is run
While showing a customer their incident form, they ask to change the Priority values to display their internal terminology P1, P2, P3, P4. They want it to be consistent across all Tasks. How would you do that? Right click on Priority and select what?
Show Choice List
Your customer would like to create a new template to notify users who are affected by network outages at their site. Which module would you use
to create a new notification?
System Notification > Email > Notifications
When designing a flow, how do you reference data from a record, in that flow?
Drag the data pill onto the flow definition
On the Reports page, what sections allow you to see which reports are visible to different audiences? (Choose four.)
- Group
- My reports
- Global
- All
Which tool is used to define relationships between fields in an import set table and a target table?
Transform Map
Which feature allows you to automate business logic for a particular application or process such as approvals, tasks notifications, and record
operations?
Flows
From a form, what would you click to add additional fields to the form? (Choose two.)
- Context Menu > Configure > Form Layout
- Context Menu > Configure > Form Design
What is the name of the table relationship, where two or more tables are related in a bi-directional relationship, so that the related records are
visible from both tables in a related list?
Many to Many
On a Form header, what is the three bar icon called?
Additional Actions or Context Manu
Group records are stored in which table?
Group [sys_user_group]
On a Business Rule, the When setting determines at what point the rule executes. What are the options for specifying that timing?
Before, After, Async, Display
What are different types of Data Sources, which may be imported into ServiceNow? (Choose four.)
- Local Sources (i.e. XML, CSV, Excel)
- JDBC Connection
- LDAP Connection
- Network Server
When impersonating a user for testing purposes, what is the best way to return the instance, logged in with your user account?
End Impersonation
What controls the publishing and retiring process for knowledge articles?
Workflows
What type of query allows you to filter list data using normal words, instead of the condition builder?
Natural Language Query
Tables may have a One to Many relationships. From the Service Catalog, what are examples of tables having a one to many relationship? (Choose three.)
- One Request can have many Requested Items
- One Requested Item can have many Catalog Tasks
- One Requested Item can have many Approvals
On a filter condition, which component is always a choice list?
Operator
A Role is defined as what?
A collection of permissions
A user is complaining that they are seeing a blank page, when they click Create New, from your custom Inventory application. You have confirmed that they can see the Inventory application, and the Create New module on the application navigator. What could be the cause of this issue?
User has read role, but not the write role on the Inventory table
What resource can you use to view details of the tables and configuration items (CIs) associated with a particular use case?
Common Service Data Model (CSDM) product view
A manager wants to view a snapshot of month-end Sales performance data, as compared to Sales targets. In addition, the manager wants to be able to see those monthly numbers trended over time, and forecasted into the future. What capability do you suggest for this manager?
Scheduled Reports and Excel
What are advantages of using Flow Designer? (Choose three.)
- Less manual scripting
- Smooth integration with 3rd party systems
- Reduces technical debt
Your customer requires that they be able to monitor which users are performing impersonations in their instance. What would you do to meet that requirement?
Activate the glide.sys.log_impersonation prop
When a flow runs an action, it generates a runtime value, which stays the same for the duration of the flow. What is the name of this runtime value?
Data pill runtime value
The wait time for end users is based on the round-trip between the client and the server. What activities are included in the round-trips?
Request + Response
When importing data, what happens to imported rows, if no coalesce field is specified?
All rows are treated as new records. No existing records are updated.
What is the most common role that has access to almost all platform features, functions, and data?
System Administrator [admin]
What feature do you use to specify which users are able to access a Service Catalog Item?
User Criteria
Which component of a table contains a piece of data for one record?
Field
What type of field has a drop down list, from which you can pick from pre-defined options?
Choice
User records are stored in which table?
User [sys_user]
What ServiceNow feature can be triggered by events, and is used to inform users about activities or updates in ServiceNow?
Notifications
Which ServiceNow capability allows you to provide knowledge articles, via a conversational messaging interface?
Virtual Agent
Which role can manage multiple knowledge bases?
knowledge_admin
Which statement correctly describes the differences between a Client Script and a Business Rule?
A Client Script executes on the client and a Business Rule executes on the server
What are benefits of assigning work tasks to a group, rather than to an individual? (Choose four.)
- Groups can assign tasks to users based on on-call schedules
- Groups can assign tasks to users based on skills
- Groups can assign tasks to users based on availability
- Group members can choose their tasks from My Groups Work
What ServiceNow feature allows you to include data from a secondary related table on a report?
Dot Walking
What attributes can you manage, using System Properties > Basic Configuration UI16? (Choose five.)
- Browser tab title
- Module text color
- Base theme
- Header background color
- Banner Image
Which field (or fields) is used as a unique key during imports?
Coalesce Fields
You are asked to create an option in the Service Catalog, which will allow a user to click Get Help and describe the issue they are having. These forms should create incident records, which are automatically routed to the Service Desk. Which method would you use?
Create Record Producer
What is the result of the order in which access controls are evaluated?
Ensures user has access to a table, before evaluating access to a field in the table
Which tool graphically displays an infrastructure view for a configuration item (CI) and its relationship with other CIs?
Dependency View
What are examples of Core tables in the ServiceNow platform?
User, Task, Incident
Which tab in the knowledge base record, would you use to identify the sets of users who are able to read in that
Can Read
What are the main components of the Form Design interface? (Choose three.)
- Page Header
- Field Navigator
- Form Layout
What is used to determine user access to knowledge bases or a knowledge article?
User Criteria
What are the three key tables in an enterprise CMDB? (Choose three.)
- cmdb
- cmdb_rel_ci
- cmdb_ci
What is the best practice related to using the Default Update Set for moving customizations between instances?
You should not use the Default Update sets for moving between instances
On what part of the ServiceNow instance, would you find the option to Impersonate User?
Banner
Which application is used primarily to load data into ServiceNow?
System Import Sets
If a knowledge base has no access details specified, what users are able to read articles in that knowledge base?
Any active user
How would you define an Access Control, to allow user with itil role to have permission to create incident records?
Name: incident.None; Operation: create; Role: itil
What Service Catalog feature do you use to organize items into logical groups?
Categories
When creating a new notification, what must you define? (Choose three.)
- Under what conditions is the notification sent
- Who receives the notification
- What the content of the notification
The ServiceNow platform supports a wide variety of plug-and-play applications. You can choose from the included workflows of build your own workflow. Which of these workflows are included in the platform? (Choose three.)
- Customer Workflows
- Employee Workflows
- IT Workflows
You have been asked to configure a form so an employee could order tablet and select the standard accessory options to purchase with it. These standard options are: carrying case, screen cleaner, tablet stand, and screen protector. What approach would you take? (Choose three.)
- Create one Catalog item for each: tablet, carrying case, screen cleaner, tablet stand, and screen protector.
- Create Catalog Item for the tablet, and on the form, add a check box variable for each accessory option.
- Create Catalog Item for the tablet, and add a variable set to the form, for the accessory options.
Which ServiceNow utility provides a modern interactive graphical interface to visualize configuration items and their relationships?
Dependency View
What is the definition of a group?
A collection of users
On a filter condition, there is an element, which is based on the table, the user access rights, and columns on the table. What is this element called?
Field
You have been asked to create a way for users to order a new iPhone, but only if they get two levels of approval. The approvers and users should be automatically notified at each approval level. What feature would you use to manage the approvals and notifications?
Flows
When managing tags, you can adjust who is able to see it. What are the visibility options? (Choose three.)
- Groups and Users
- Me
- Everyone
What module enables an administrator to define destinations for imported data on any ServiceNow table?
Transform Map
On the Form header, which icon do you use to access form templates?
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