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ServiceNow CSA > CSA > Flashcards

CSA Flashcards

1
Q

Which group of permissions is used to control Application and Module access?

A

Roles

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2
Q

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

A

[sys_db_object]

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3
Q

A role is recorded in which table?

A

Role [sys_user_role]

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4
Q

What is a formatter?

A

A formatter is a form element used to display information that is not a field in the record

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5
Q

What is the difference between UI Policy and UI Action?

A

UI Policy can make fields read-only, mandatory, or hidden.

UI Action can make a save button visible for appropriate users.

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6
Q

A Service Catalog may include which of the following components?

A

Record Producers, Order Guides, Catalog Items

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7
Q

What is a way that you can mark a knowledge article for review?

A

Flag article

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8
Q

Which are valid Service Now User Authentication Methods?

A

Local database
SSO
LDAP

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9
Q

ServiceNow uses what term to describe all the data saved within a particular form?

A

Record

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10
Q

Which term best describes something that is created, has worked performed upon it, and is eventually moved
to a state of closed?

A

Task

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11
Q

Where would you go in ServiceNow to order services and products offered by various departments?

A

Service Catalog

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12
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

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13
Q

What displays a set of records from a table?

A

List

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14
Q

UI Action can prompt that an Incident has been successfully submitted. T/F?

A

True

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15
Q

What is a characteristic of importing data into ServiceNow?

A

An existing Transform Map can be used multiple times on the same import set

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16
Q

What is the function of user impersonation?

A

Testing and visibility

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17
Q

Each knowledge bases can have unique lifecycle workflows, user criteria, category structures, and
management assignments. T/F?

A

True

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18
Q

Create Incident, Password Reset, and Report outage: what do these services in the Service Catalog have in
common?

A

They direct the user to a record producer

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19
Q

When searching using the App Navigator search field, what can be returned?

A
  • Names of Applications and Modules
  • Names of Modules
  • Names of Applications
  • Favorites
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20
Q

What is the purpose of a Related List?

A

To present related records

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21
Q

What is generated from the Service Catalog once a user places an order for an item or service?

A

A request

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22
Q

Which technique is used to get information from a series of referenced fields from different tables?

A

Dot-Walking

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23
Q

The purpose of a Service Catalog workflow?

A

A Service Catalog workflow is used to drive complex fulfillment processes and sends notifications to defined users or groups

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24
Q

What is the Import Set Table?

A

A staging area for imported records

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25
Q

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

A

Maintain Items

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26
Q

Which one of the following statements is true about Column Context Menus?

A

It displays actions such as creating quick reports, configuring the list, and exporting data

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27
Q

Knowledge articles within a knowledge base are grouped by category. T/F?

A

True

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28
Q

In what order should filter elements be specified?

A

Field, Operator, then Value

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29
Q

Knowledge Base Search results can be sorted by which of the following? (Choose three.)

A
  • Most recent update
  • Relevancy
  • Number of views
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30
Q

When using the Load Data and Transform Map process, what is the Mapping Assist used for?

A

Mapping fields using a Field Map

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31
Q

Data Policy can enforce mandatory data on import.

A

True

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32
Q

What is the name of the conversational bot platform that provides assistance to help users obtain information, make decisions, and perform common tasks?

A

Virtual Agent

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33
Q

For Administrators creating new Service Catalog items, what is a characteristic they should know about Service Catalog variables?

A

Service Catalog variables are global by default

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34
Q

What are the three components of a filter condition?

A
  • Value
  • Field
  • Operator
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35
Q

What are the four knowledge workflows available in the ServiceNow base instance?

A

Approval publish: Request approval from a manager of the knowledge base before moving the article it the publish state

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36
Q

Access Control rules may be defined with which of the following permission requirements?

A
  • Roles
  • Conditional Expressions
  • Scripts
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37
Q

What is a schema map?

A

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

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38
Q

Which type of tables may be extended by other tables, but do not extend another table?

A

Base Tables

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39
Q

When working on a form, what is the difference between Insert and Update operations?

A
  • Insert saves changes and remains on the form

- Update saves changes and exits the form

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40
Q

How are Workflows moved between instances?

A

Workflows are moved using Update Sets

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41
Q

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

A

Connect Chat

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42
Q

ServiceNow is a single-instance, multiple tenant architecture? T/F?

A

False

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43
Q

Record numbers have to be manually incremented. T/F?

A

False

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44
Q

A knowledge article must be which of the following states to display to a user?

A

Published

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45
Q

What is a Record Producer?

A

A Record Producer is a type of a Catalog Item that allows users to create task-based records from the Service Catalog

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46
Q

Which of the following statement describes the purpose of an Order Guide?

A

Order Guide provide the ability to order multiple, related items as one request

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47
Q

Buttons, form links, and context menu items are all examples of what type of functionality?

A

UI Action

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48
Q

Which one of the following statements is a recommendation from ServiceNow about Update Sets?

A

Avoid using the Default Update set as an Update Set for moving customizations from instance to instance

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49
Q

What are the 5 provided Roles by ServiceNow?

A
  • System Administrator
  • Specialized Administrator
  • Fulfiller
  • Approver
  • Requester
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50
Q

Business Rules are used to enforce mandatory data on a form. T/F? False

A

False

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51
Q

What are the 6 methods available for user authentication?

A
  • Local Database
  • Multifactor
  • LDAP
  • SAML 2.0
  • OAuth 2.0
  • Digest Token
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52
Q

Server

A

A computer program running as a service; a physical computer dedicated to running one or more services, or a system running a database.

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53
Q

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

A

Allow a user to submit feedback about an article

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54
Q

There are _____ common types of Interfaces (Numeric Value)

A

6

  • Homepage
  • Dashboard
  • List
  • Maps
  • Timelines
  • Form
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55
Q

Where can Admins check which release is running on an ServiceNow instance?

A

Stats module

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56
Q

Which one statement correctly describes Access Control rule evaluation?

A

If a row level rule and a field level rule exist, both rules must be true before an operation is allowed

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57
Q

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

A

UI Pages

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58
Q

Reports can be created from which different places in the platform?

A
  • List column heading

- View / Run module

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59
Q

A group is stored in which table?

A

Group [sys_user_group]

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60
Q

Which of the following concepts are associated with the ServiceNow CMDB? (Choose four.)

A
  • Service Processes
  • Tables and Fields
  • A Database
  • The Dependency View
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61
Q

A User is stored in which table?

A

User [sys_user]

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62
Q

From the User menu, which actions can a user select?

A
  • Log Out ServiceNow
  • Elevate Roles
  • Impersonate Users
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63
Q

What are the main UI component(s) of the ServiceNow Platform?

A
  • Banner Frame
  • Application Navigator
  • Content Frame
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64
Q

Which term refers to application menus and modules which you may want to access quickly and often?

A

Favorite

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65
Q

The baseline Service Catalog homepage contains links to which of the following components?

A
  • Record Producers
  • Order Guides
  • Catalog Items
66
Q

Which of the following statements is true when a new table is created by extending another table?

A

The new table inherits all of the fields of the parent table and can also contain new fields unique to itself

67
Q

Which type of interface enables you to display multiple performance analytics, reporting and other widgets on a single screen?

A

Dashboard

68
Q

Table Access Control rules are processed in the following order:

A

table name, parent table name, any table name (wildcard)

69
Q

Which of the following is used to initiate a flow?

A

Trigger

70
Q

Which statement is true about business rules?

A

A business rule can be a piece of Javascript

71
Q

What is a Dictionary Override?

A

A Dictionary Override sets field properties in extended tables

72
Q

What defines conditions that are evaluated against users to determine which users can create, read, write, and retire knowledge articles.

A

User Criteria

73
Q

Which of the following is true of Service Catalog Items in relation to the Service Catalog?

A

They are the building blocks.

74
Q

Which one of these applications is available to all users?

A

Self-Service

75
Q

What is the path an Administrator could take to view the fulfillment stage task list for an order placed by a user?

A

REQ (Number)>RITM (Number)>TASK (Number)

76
Q

Configuration will affect what others see on their forms.

A

True

77
Q

What refers to an application or system that accesses a remote service or another computer system, known as a server?

A

Client

78
Q

What is the platform name for the User table?

A

sys_user

79
Q

UI Policy can make fields read-only, mandatory, or hidden.

A

True

80
Q

What information does the System Dictionary contain?

A

The definition for each table and column

81
Q

Which of the following are a type of client scripts supported in ServiceNow? (Choose four.)

A
  • onSubmit
  • onCellEdit
  • onLoad
  • onChange
82
Q

Tables are made up of which of the following?

A
  • Records

- Fields

83
Q

Which one of the following statements applies to a set of fields when they are coalesced during an import?

A

If a match is found using the coalesce fields, the existing record is updated with the information being imported

84
Q

Which of the following allows a user to edit field values in a list without opening the form?

A

List Editor

85
Q

Which one of the following statements best describes the purpose of an Update Set?

A

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

86
Q

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

A
  • Knowledge > articles > My Flagged

- Knowledge > articles > published

87
Q

Which are states that you can make a field on a form using UI Policy?

A
  • Read-only
  • Mandatory
  • Hidden
88
Q

The display sequence is controlled in a Service Catalog Item using which of the following?

A

The Order field in the Variable form

89
Q

How is the Event Log different from the Event Registry?

A

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

90
Q

As it relates to ServiceNow reporting, which of the following statements describes what a metric can do?

A

A metric is used to measure and evaluate the effectiveness of IT service management processes

91
Q

What are the two aspects to LDAP Integration?

A
  • Data Population

- Authentication

92
Q

Which application is used to change the number format per table?

A

Number Maintenance

93
Q

database live at the Data Center. T/F?

A

True

94
Q

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

A
  • Banner Image
  • Browser Tab Title
  • System Date Format
95
Q

A REQ number in the Service Catalog represents…

A

the order number.

96
Q

Which three Variable Types can be added to a Service Catalog Item?

A
  • Multiple Choice
  • Select Box
  • Checkbox
97
Q

System Administrator

A

provides access to all platform features, applications, functions and data.

98
Q

Specialized Administrator

A

manage specific functions or applications, such as Assignment Rules, Knowledge base, reports, or web services

99
Q

Fulfiller

A

Users with the ITIL role may fulfill ITIL activities associated with the ITIL workflow, including Incident and Change management.

100
Q

Approver

A

can perform all requester actions and may view or modify approval records directed to the approver

101
Q

Requester

A

Also known as Employee Self Service (ESS) users, these users have no roles but can submit and manage their own requests, access public pages, etc.

102
Q

User Authentication - Local Database

A

The user name and password in their user record in the instance database.

103
Q

User Authentication - Multi-factor

A

The user name and password in the database and passcode sent to the user’s mobile device that has Google Authenticator installed

104
Q

User Authentication - LDAP

A

The user name and password are accessed via LDAP in the corporate directory, which has a matching user account in the database.

105
Q

User Authentication - SAML 2.0

A

The user name and password configured in a SAML identity provider account, which has a matching user account in the database.

106
Q

User Authentication - OAuth 2.0

A

The user name and password of OAuth identity provider, which has a matching user account in the database.

107
Q

User Authentication - Digest Token

A

An encrypted digest of the user name and password in the user record.

108
Q

Knowledge - Instant Publish

A

Immediately publishes a draft article without requiring an approval, or publishes on the scheduled publish date if set to publish later.

109
Q

Knowledge - Instant Retire

A

Immediately retires a published article without requiring an approval.

110
Q

Knowledge - Publish Knowledge

A

A subflow that moves the knowledge article to the published state. You can use this subflow when defining your own workflow.

111
Q

Knowledge - Retire Knowledge

A

A subflow that moves the knowledge article to the retired state. You can use this subflow when defining your own workflow.

112
Q

Knowledge - Approval Publish

A

Requests approval from a manager of the knowledge base. Articles in approval are In Review state before moving to Published state once approved or to Scheduled for publish if set to publish later.

113
Q

Knowledge - Approval Retire

A

Requests approval from a manager of the knowledge base before moving the article to the retired state. The workflow is canceled and the article remains in the published state if any manager rejects the request.

114
Q

UI Action

A

Buttons, links, and context menu items on forms and lists.

115
Q

UI Policy

A

Dynamically change the behavior of information on a form and control custom process flows for tasks.

  • make the number field on a form read-only
  • make the short description field mandatory
  • define the visibility of the form fields (hide other fields)
116
Q

Service Desk

A

an assignment group to which you can assign all L1 tickets to in case you don’t know who the ticket should be routed to

117
Q

Service Portal

A

A front end for users who don’t have backend access to an instance, especially for external users with no roles.

Can treat it as a website which gives you an easy way to perform day to day actions like creating requests, search knowledge articles, reporting an issue, checking approvals etc.

118
Q

Service Catalog

A

a form which users generally fill in order for his request to be actioned.

Ex) Order a computer, create a new server (in which you provide the names and all details relevant to questions on form), add to the group, delete a user from group etc.

119
Q

Which of the following steps can be used to import new data into ServiceNow from a spreadsheet?

A

Select Import Set, Select Transform Map, Run Transform

120
Q

Event

A

An Event is an indication to the ServiceNow processes that something has occurred

121
Q

Which one of the following is an accurate list of changes that are captured in an Update Set?

A

Changes made to tables, forms, schedules, and client scripts

122
Q

Ways to generate an Event?

A

Server Side Script
Business Rule
Workflow

123
Q

Which module can be used to view field settings for a table?

A

Tables & Columns

124
Q

Steps to retrieve an Update Set

A

Verify Update Set is Complete
Test Connection
Commit

125
Q

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?

A

Task [task]

126
Q

Describe a characteristic of role assignment

A

Roles can contain other roles, when you are assigned a role, you inherit all the roles within that role

127
Q

Used to categorize, flag, and locate records?

A

Tags

128
Q

How do you make a list filter available to everyone?

A

Assign a name, set visibility, and save

129
Q

Where in Flow Designer can users access information about actions that are added to the flow?

A

Help Panel

130
Q

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

A

Continuous Integration and Continuous Delivery (CICD) SpokeBatch Install

131
Q

What is a sys_id?

A

Unique 32-character identifier that is assigned to every record

132
Q

3 permission requirements for an access control rule to apply

A

Roles
Conditions
Scripts

133
Q

Notification

A

A tool for alerting users that events that concern them have occurred

134
Q

Knowledge articles within a knowledge base are grouped by category. T/F?

A

True

135
Q

Which 2 certificate-based authentication methods can be enabled so that users can log into the Service Portal?

A
  • Common Access Card (CAC)

- Personal Identify Verification (PIV)

136
Q

How can administrators utilize the same content for different notification channels?

A

Provide common notification content

137
Q

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

A

Localization Framework plugin

com.glide.localization_framework

138
Q

Which fields can be configured in reporting to perform arithmetic, coalesce, concatenation, and length?

A

Function fields

139
Q

In addition to the admin role, which one of the following roles allows a user to add or remove fields from a
list?

A

personalize_control

140
Q

When creating a global custom table named “abc”, what is the table name that is automatically assigned by the
platform?

A

. u_abc

141
Q

How is a group defined in ServiceNow?

A

A group is one record stored in the Group [sys_user_group] table

142
Q

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

A

[sys_db_object]

143
Q

Record numbers have to be manually incremented. T/F?

A

False

144
Q

Which of the following protects applications by identifying and restricting access to available files and data?

A

Application Scope

145
Q

Access Control rules may provide access security for which of the following database objects?

A

For a specific CMDB Configuration item

146
Q

Which of the following statements describes how data is organized in a table?

A

A column is one field and a record is one row

147
Q

When does the Submit button appear on a form?

A

When creating a new record

148
Q

When using the Performance Analytics application in the Now Platform, what kind of KPI signals are used to
make decisions that statistically support long term workflow stability?

A

Anti-signals

149
Q

What is the primary application used to load data into ServiceNow?

A

System Import Sets

150
Q

How are local flow variables accessed in the Flow Designer Data panel?

A

As data pills

151
Q

IntegrationHub enables execution of third-party APIs as a part of a flow. These integrations are referred to as

A

a spoke

152
Q

Which section of the ServiceNow UI allows you to perform a global search?

A

Banner frame

153
Q

What is the purpose of the Event Registry?

A

The Event Registry lists all Events that have successfully completed within a 24-hour period

154
Q

What is the purpose of a Data Policy?

A

Enforce data consistency.

  • UI policies only apply to data entered on a form through the standard browser
  • Data policies can apply rules to all data entered into the system
155
Q

Which tool should be used to populate commonly used fields in a form?

A

Template

156
Q

New records, new groups, and modified configuration Items (Cls): what do they have in common?

A

They are included in an update set

157
Q

What kind of file types can Import Sets use to populate tables in ServiceNow?

A

XML
CSV
Excel

158
Q

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?

A

Incident Auto-Resolution

159
Q

Which tool is used for creating dependencies between configuration items in the CMDB?

A

Cl Class Manager

160
Q

A change request has been approved and assigned to you as the system administrator to change the Incident
number prefix from the default of “INC” to the company standard IN.” What are the next steps to be taken’?

A

Go to the Number Maintenance application and change the prefix to “IN” for incident

ServiceNow CSA (1 decks)

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