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ServiceNow CSA ITS > CSA > Flashcards

CSA Flashcards

1
Q

How many types of search options are given in ServiceNow ? Choose the correct 4 options

Lists
UI Policy
Live Feed
Navigation filter
Global Text Search
A

Lists
Live Feed
Navigation filter
Global Text Search

Explanation
Below are few types of search options in ServiceNow :

Lists: Use to find records in a list.

Global Text search: Helps you records in multiple task tables from a single search field.

Knowledgebase: Helps you to find knowledge articles.

Navigation filter: Allows you to filter the items in the application navigator.

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2
Q

When can SLAs include actions be triggered on ServiceNow instance ?

Completed
In progress
Anytime
Breached

A

Anytime

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3
Q

What are the 3 components of the Now Platform User Interface ?

Content Frame
UI Macros
Service Portal
Search bar
Module
Application Navigator
Banner Frame
A

Application Navigator
Banner Frame
Content Frame

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4
Q

Select the right option to run Data Collector Jobs.

Manually, LDAP, SSO
Performance Analytics -> Data Collector
Social IT > Feed administration > Messages
Searches in files that are attached to records

A

Performance Analytics -> Data Collector

Explanation

Data collection jobs run different steps to collect scores and to collect text analytics data. By default, jobs collect both types of data. To improve performance, you can instead schedule separate jobs for scores and for text analytics data.

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5
Q

A gauge can be added to which of the below mentioned components in an ServiceNow instance ?

Report
List
Home Page
Banner

A

Home Page

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6
Q

What are the UI components of a homepage ?

Banner, Content pane and Application Navigator
Banner, Content pane, Header, Footer and Application Navigator

A

Banner, Content pane and Application Navigator

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7
Q

Which of the following is not a valid field type (for Incident Table)? This question was asked in August 2021 CSA exam

Currency
Suggestion
Long String

A

Long string

Explanation

Review this documentation in a detailed manner - https://docs.servicenow.com/bundle/paris-platform-administration/page/administer/reference-pages/reference/r_FieldTypes.html

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8
Q

Which one of the following statements is correct when referring to UI Actions ?

UI Actions on the Task Table are not available to its extended tables
UI Actions are only executed on the client side
UI Actions are only executed on the server
UI Actions cannot use scripts on be scripted
Conditions cannot be specified to determine when a UI Action appears
Conditions can be specified to determine when a UI Action appears

A

Conditions can be specified to determine when a UI Action appears

Explanation

You can can Manage access to UI actions with conditions, roles, and views. You can include scripts in the Condition field of the UI Action form. The condition must evaluate to true for the action to appear.

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9
Q

Which of the following can be customized through the Basic Configuration UI 16 module? (Choose three.)

Record Number Format
Form Header Size
Banner Image
Instance version information
Browser Tab Title
Instance language preference
System Date Format
A

Banner Image
Browser Tab Title
System Date Format

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10
Q

Which of the below is the pause condition for incident SLA ?

Hold 
Until 
awaiting 
Wait 
pause
A

awaiting

Explanation

awaiting enables you to define the conditions under which the SLA will suspend increasing elapsed time. You can choose the conditions from the When to resume list under which the SLA will resume increasing elapsed time.

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11
Q

KB articles are referred in which of the below modules ?

INC
Home Page
News
Service Catalog

A

INC
News
Service Catalog

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12
Q

From the below options, please choose the correct definition of “inactivity monitor” in ServiceNow instance.

It triggers an event for a task record if the task is inactive for a certain period of time. If the task remains inactive, the monitor repeats at regular intervals
It is used to enhance the system logs. It provides more information on the duration of transactions between the client and the server

A

It triggers an event for a task record if the task is inactive for a certain period of time. If the task remains inactive, the monitor repeats at regular intervals

Explanation

Inactivity monitors trigger an event for a task if the task has not been updated in a predefined period of time. For example, the event can send an email notification or trigger a script.

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13
Q

What module in the Service Catalog application does an Administrator access to begin creating a new item?

Content Items
Maintain Items
Maintain Categories

A

Maintain Items

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14
Q

Smith wants to hide a table from the report console. How can it be done ?

Write an ACL on the table with operation as "Report on" and restrict
By Default, all tables shall be shown in reports module
Go to reports module and configure the allowed tables to report on
Write an ACL on the table with operation as "Report for" and restrict
A

Write an ACL on the table with operation as “Report on” and restrict

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15
Q

What is the master table that contains a record for each table in the database ?

sys_master_object table
sys_master_db table
sys_cmdb_ci table
sys_ci table
sys_core_object table
sys_db_object table
A

sys_db_object table

Explanation
The Table [sys_db_object] table contains a record for each table in the database.

Referance - https://docs.servicenow.com/bundle/orlando-platform-administration/page/administer/managing-data/concept/c_DataDictionaryTables.html

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16
Q

How are users related to roles or groups in an ServiceNow instance ?

many to many relationship
One to many relationship
many to one relationship
one to one relationship

A

many to many relationship

Explanation
Users can have multiple roles or be part of different groups so it is many to many relationship.

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17
Q

What are the benefits of using groups in ServiceNow ?

All of the given options
Permissions and Access - Simplified ability to assign permissions
Identifies a subset of users for roles and skill assignment
Provide a reference for alerts and notifications
Permissions and access - simplified ability to assign permissions

A

All of the given options

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18
Q

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

My Teams Work
My Teams Tasks
My Groups Work
My Groups Tasks

A

My Groups Work

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19
Q

Button, Related Links and Context Menu are part of ?

Client script
UI Page
Canvas
Form
UI Action
A

UI Action

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20
Q

What are the two pathways to view feedback left on a published article ?

Knowledge > articles > My Flagged
Knowledge > My articles > Flagged
Knowledge > articles > published
Knowledge base > my knowledge > flagged articles

A

Knowledge > articles > My Flagged

Knowledge > articles > published

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21
Q

What table is used to store SLAs in a ServiceNow instance ?

u_sla
sla
task_sla

A

task_sla

Explanation

task_sla is the table for sla. An SLA definition record defines the timings, conditions, workflows, and other information required to create and progress task SLAs.

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22
Q

The business rule can be run or executed for which of the following states ?

onLoad
Display
After
Before

A

Display
After
Before

https://docs.servicenow.com/bundle/paris-application-development/page/script/business-rules/reference/r_HowBusinessRulesWork.html

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23
Q

In a workflow, what is the workflow timeline ?

An automation block such as approvals, conditions, notifications, tasks, timers and utilities

Shows the progress of a workflow. It provides a complete time-based display of actives associated with workflow context

It provides a complete time-based display of logs associated with workflow

Defines unique key for record. If record found, import will update the record. If not found, import will create a new record.

A

Shows the progress of a workflow. It provides a complete time-based display of actives associated with workflow context

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24
Q

Which tables captures information related to workflow versions ?

wf_workflow table
wf_workflow_verisons
wf_workflow_verison

A

wf_workflow_verison

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25
Q

Choose the correct steps that are part of a workflow in ServiceNow platform ?

Start, Pause, End
Start, Pause, Stop, End
Start, Pause, Halt, Stop
Start, End
Start, Pause Halt, End
A

Start, Pause, Stop, End

Workflow provides a drag-and-drop interface for automating multi-step processes across the platform.

Start and End being the obvious ones, Pause and stop can be described as below -

Workflow Pause Utility provides functionality you can use to pause or resume all workflow contexts, a subset of qualified workflow contexts, or individual workflow contexts.

Stopping (cancelling) a workflow stops the workflow from executing and sets the workflow context State to Canceled. To cancel an executing workflow, you can use the cancelContext(context) script. You can define an onCancel script to clean up unresolved workflow activities.

26
Q

Where are the events generated in a ServiceNow instance stored ?

table [sysevent]
table [sys_events]

A

table [sysevent]

The system uses business rules to monitor for system conditions and to generate event records in the Event [sysevent] table, which is also known as the event log or event queue.

27
Q

How is the Event Log different from the Event Registry? (Note - This questions is often asked in real exam)

A. Event Log contains generated Events, the Event Registry is a table of Event definitions

B. Event Log is formatted in the Log style, the Event Registry displays different fields

C. Event Log lists Events that were triggered by integrations, the Event Registry lists the Events that were triggered during the day (24-hour period)

D. Event Log is the same as the EventRegistry

Event Log lists Events that were triggered by integrations, the Event Registry lists the Events that were triggered during the day (24-hour period)

Event Log contains generated events, the event registry is a table of event definitions

Event log is the same as the EventRegistry

Event Log lists events that were triggered during the day (24-hour period) and Event Registry lists Events that were triggered by integrations

Event Log lists Events that were triggered by integrations, the Event Registry lists the Events that were triggered during the past 2 days (48-hour period)

Even Log is formatted in the log style, the Event Registry displays different fields

A

Event Log contains generated events, the event registry is a table of event definitions

28
Q

Which tool is used to have conversations with logged-in users in real-time ?

Mobile Studio
Virtual Agent
Now Messenger
Connect Chat
Messenger Bot
User Presence
A

Connect Chat

29
Q

Choose the correct option from below statements regarding script debugger and session log.

The Script Debugger enables users with the script_debug role to debug client JavaScript, while the Session Log enables you to view and download required logs.

The script debuggere enables users iwth the script_debug role to debug server-side JavaScript, while the Session Log enables you to view and download required logs

The script debugger enables users with the Script_debugger role to debug server-side JavaScript, while the Session Log enables you to view and download required logs

A

The script debugger enables users with the Script_debugger role to debug server-side JavaScript, while the Session Log enables you to view and download required logs

Official documentation can be checked at https://docs.servicenow.com/bundle/orlando-application-development/page/script/debugging/concept/script-debugger.html#script-debugger

30
Q

Which among the following is true regarding tables on a ServiceNow instance ?

You cannot delete the tables starting with u permanently
You can delete the tables starting with u permanenly
You can only delete the tables starting with u if you have admin role
You can only delete the tables starting with u if you have security_admin role

A

You can delete the tables starting with u permanenly

Only tables beginning with “u_” can be permanently deleted as these are user created custom tables.

31
Q

How can you to track and aggregate data over time through elements called scorecards and indicators ?

Performance Analytics
Update Sets
Workflows

A

Performance Analytics

32
Q

Which technique is used to get information from a series of referenced fields from different tables ? (Popular exam question)

Record-Hipping
Reference qualifiers
Join tables
Jelly script
Macros
Dot-Walking
Table-walking
A

Dot-Walking

https://docs.servicenow.com/bundle/orlando-platform-user-interface/page/use/navigation/reference/dot-walking-examples.html

33
Q

According to any vanilla ServiceNow instance, which of the following is true ?

When moved from left to right slush bucket, reference fields got deleted
System tables can be deleted by the administrator
System tables can be deleted by the user with ITIL role
Deleted system tables will be created again during an instance upgrade
System tables cannot be deleted

A

System tables cannot be deleted

https://docs.servicenow.com/bundle/paris-platform-administration/page/administer/table-administration/concept/c_DeleteATable.html#:~:text=You%20cannot%20delete%20base%20system,you%20delete%20the%20table%20itself.

34
Q

Gauges are created by security_admin or users with Gauge_admin role ?

False
True

A

False

Gauges are created by admins or users with “Gauge_Maker” role

https://docs.servicenow.com/bundle/geneva-servicenow-platform/page/use/homepages/task/t_CreateNewGaugeFromReport.html

35
Q

Please choose the correct difference between SAVE and INSERT buttons from the below options.

Save action will stay on the form while insert will not get re-directed to the list

Save action will stay on the form while insert will get re-directed to the list

Save will get re-directed to the list and insert will also will get re-directed to the list

Save will get re-directed to the list and insert will stay on the form

No difference as both will stay on same form

A

Save action will stay on the form while insert will get re-directed to the list

You could also just put any of the global Save buttons on the form because they should always stay on the form. Update and Submit buttons usually return to the list.

36
Q

_______ is used to join two tables. Fill in the blank with the correct option.

Database Views
Link Tables
Grid Control
Related lists
GlideRecord
A

Database Views

A database view defines table joins for reporting purposes.

A number of useful database views are installed with the Database View plugin and the Database Views for Service Management plugin. These database views cover most metric reporting needs and greatly reduce the need to define new ones.

For example, a database view can join the Incident table to the Metric Definition and Metric Instance tables.

37
Q

Which one of the following statements describes the contents of the Configuration Management Database (CMDB) ?

A. The CMDB contains data about tangible and intangible business assets

B. The CMDB contains the Business Rules that direct the intangible, configurable assets used by a company

C. The CMDB archives all Service Management PaaS equipment metadata and usage statistics

D. The CMDB contains ITIL process data pertaining to configuration items

C

B

B&D

B&C

A&B

A

D

A

A

38
Q

John wants to change the number prefix from “INC” to “IN” for incident table. What is the right way to do this ?

System definition - auto number
System definition - Number maintenance table (sys_number)
System definition - system table
No. It is not possible
System definition - instance maintenance table
System definition - Data dictionary

A

System definition - Number maintenance table (sys_number)

The first step is to navigate to the ‘Number Maintenance’ module and find the record for your table. Open the record to change the number prefix. Making this change will adjust the prefix for all records that will be created on the change request table in the future

39
Q

Can a user open an Incident by email, if so what is utilized ?

Yes. Via UI Action Script

Yes. Via UI Action

No

Yes. Via inbound action

Yes. Via UI Macro

Yes. Via Notification

A

Yes. Via inbound action

40
Q

Which of the following are valid query operators for filter conditions in ServiceNow ?

Startswith

Isnotempty

isvalid

endswith

isinvalid

anything

A

Startswith
Isnotempty
endswith
anything

https://docs.servicenow.com/bundle/paris-platform-user-interface/page/use/common-ui-elements/reference/r_OpAvailableFiltersQueries.html

41
Q

SLM module configures which of the following ?

SLA
UC
OLA
INC

A

SLA
UC
OLA

https://www.servicenow.com/products/it-service-level-management.html

42
Q

How do you enhance Homepage performance in case of gauges ?

Troubleshoot slow report - to rectify it with appropriate query filters for faster results

Parallel homepage rendering

Use client scripts on load of Homepage

Increase refresh time on Homepage

A

Increase refresh time on Homepage
Parallel homepage rendering
Troubleshoot slow report - to rectify it with appropriate query filters for faster results

43
Q

Which would NOT appear in the History section of the Application navigator ?

Scheduled jobs
Records
ACL
UI Pages
Tables 
Lists
A

UI Pages

44
Q

You can add new columns to base table incident in ServiceNow instance ?

No
Yes

A

Yes

True. Only users with role “admin” can add new columns to base table

45
Q

As a ServiceNow subject matter expert, which of the below are “ServiceNow release cycle” types would you follow ?

System import sets > load data

One record stored in the sys_user_group table; and, it’s a collection of users who share a common purpose

Enables admins to set mandatory and read only states for fields and can enforce data consistency across applications. You can set import data as read only. e.x-uesr info

Feature release, patch release and hot fix

A

Feature release, patch release and hot fix

46
Q

How to make a field mandatory at data base level, before updating or inserting ?

UI Policy
Client Scripts
Data policy

A

Data policy

47
Q

What defines conditions that are evaluated against users to determine which users can access Service Catalog items ?

User Criteria
ACL
Business rules on Service Catalog
User group membership
Palette Tabs
A

User Criteria

48
Q

What defines how departments work together to meet the service level requirements documented in an SLA ?

Service Level Agreement (SLA)
Underpinning Contract (UC)
Operational Level Agreement (OLA)

A

Operational Level Agreement (OLA)

49
Q

Is it true that all users can manage and setup import sets ?

False
True

A

False

50
Q

How can admin view/edit the dictionary for a particular field in ServiceNow ?

Right click the field and click Configure Dictionary
Configure label
Data dictionary
Schema map

A

Right click the field and click Configure Dictionary

https://docs.servicenow.com/bundle/quebec-platform-administration/page/administer/data-dictionary-tables/task/t_ModifyADictionaryEntryFromAForm.html

51
Q

Does ServiceNow support table rotation ?

ServiceNow support table rotation based on customer subscription
No
ServiceNow support tables rotation based on ServiceNow instance version
Yes

A

Yes

Table rotation preserves instance performance and averts risk associated with querying growing data sets by using the External Communication Channel (ECC) Queue and the sys_created_on field to separate data sets into multiple tables based on date.

52
Q

What is the language used for Service Portal in ServiceNow ?

Python 
Perl script
Angular JS
Mix of Perl and Angular JS
Java
A

Angular JS

53
Q

Can you update a record without updating its system fields (like sys_updated_by, sys_updated_on)?

Yes

No, Every insert and update automatically updates system fields

A

Yes

Yes. You can use autoSysFields() on GlideRecord object.

54
Q

Which is the parent table for incident, problem, change in an ServiceNow instance ?

cmdb_ci
task
sla
cmdb

A

task

Tables Incident, Problem, Change are extended from Task table in ServiceNow. Task is the parent table in ServiceNow, so most of the fields on this forms are derived from the parent Task table itself.

55
Q

Which table stores information about CI relationship existing on a ServiceNow instance ?

cmdb_ci_rel
cmdb_rel_ci
cmdb_rel_configuration
cmdb_ci_item_rel
cmdb_rel
A

cmdb_rel_ci

The CI Relationship table in a ServiceNow instance is “cmdb_rel_ci”

56
Q

What is the purpose of flagging an article in a knowledge base ?

Allows a user to submit feedback about an article 
Allows a user to hide that article
Reporting an error
To mark an article to read later
Allows a user to delete that article
A

Allows a user to submit feedback about an article

57
Q

Variable sets can be used in which of the below options ? Choose all that apply.

Record Producer 
Scripted API
Catalog Items
Incidents
Order Guides
Scratch pad
REST API
SOAP API
A

Record Producer
Catalog Items
Order Guides

58
Q 
Where will a user find option to edit a list in ServiceNow ? 
List Matrix
Grid control
UI Filter
List control
grid box
A

List control

Please try the steps on your personal developer instance - https://docs.servicenow.com/bundle/paris-platform-administration/page/administer/list-administration/task/t_ConfigureListEditorProperties.html

59
Q

In SLA, a “retroactive start” allows setting the start time to a time from an earlier event ?

True
False

A

True

60
Q

ServiceNow is designed to be integrated with which of the following modules ? Choose the right option from the below.

Request emergency change, wizards
CMDB, Incident, ITOM, change, Audio Streaming APIs, Video platforms

CMDB, Incident, problem, change, user administration, and single sign on

Zing, streaming video platforms

CMDB, Incident, problem, change, Audio Streaming APIs, Video platforms

A

CMDB, Incident, problem, change, user administration, and single sign on

ServiceNow CSA ITS (1 decks)

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