CSA Flashcards
1
Q
Which group of permissions is used to control Application and Module access?
A
Roles
2
Q
What is the master table that contains a record for each table in the database?
A
[sys_db_object]
3
Q
A role is recorded in which table?
A
Role [sys_user_role]
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
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.
6
Q
A Service Catalog may include which of the following components?
A
Record Producers, Order Guides, Catalog Items
7
Q
What is a way that you can mark a knowledge article for review?
A
Flag article
8
Q
Which are valid Service Now User Authentication Methods?
A
Local database
SSO
LDAP
9
Q
ServiceNow uses what term to describe all the data saved within a particular form?
A
Record
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
11
Q
Where would you go in ServiceNow to order services and products offered by various departments?
A
Service Catalog
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
13
Q
What displays a set of records from a table?
A
List
14
Q
UI Action can prompt that an Incident has been successfully submitted. T/F?
A
True
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
16
Q
What is the function of user impersonation?
A
Testing and visibility
17
Q
Each knowledge bases can have unique lifecycle workflows, user criteria, category structures, and
management assignments. T/F?
A
True
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
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
20
Q
What is the purpose of a Related List?
A
To present related records
21
Q
What is generated from the Service Catalog once a user places an order for an item or service?
A
A request
22
Q
Which technique is used to get information from a series of referenced fields from different tables?
A
Dot-Walking
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
24
Q
What is the Import Set Table?
A
A staging area for imported records
25
What module in the Service Catalog application does an Administrator access to begin creating a new item?
Maintain Items
26
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
27
Knowledge articles within a knowledge base are grouped by category. T/F?
True
28
In what order should filter elements be specified?
Field, Operator, then Value
29
Knowledge Base Search results can be sorted by which of the following? (Choose three.)
- Most recent update
- Relevancy
- Number of views
30
When using the Load Data and Transform Map process, what is the Mapping Assist used for?
Mapping fields using a Field Map
31
Data Policy can enforce mandatory data on import.
True
32
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
33
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
34
What are the three components of a filter condition?
- Value
- Field
- Operator
35
What are the four knowledge workflows available in the ServiceNow base instance?
Approval publish: Request approval from a manager of the knowledge base before moving the article it the publish state
36
Access Control rules may be defined with which of the following permission requirements?
- Roles
- Conditional Expressions
- Scripts
37
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
38
Which type of tables may be extended by other tables, but do not extend another table?
Base Tables
39
When working on a form, what is the difference between Insert and Update operations?
- Insert saves changes and remains on the form
| - Update saves changes and exits the form
40
How are Workflows moved between instances?
Workflows are moved using Update Sets
41
Which tool is used to have conversations with logged-in users in real-time?
Connect Chat
42
ServiceNow is a single-instance, multiple tenant architecture? T/F?
False
43
Record numbers have to be manually incremented. T/F?
False
44
A knowledge article must be which of the following states to display to a user?
Published
45
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
46
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
47
Buttons, form links, and context menu items are all examples of what type of functionality?
UI Action
48
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
49
What are the 5 provided Roles by ServiceNow?
- System Administrator
- Specialized Administrator
- Fulfiller
- Approver
- Requester
50
Business Rules are used to enforce mandatory data on a form. T/F? False
False
51
What are the 6 methods available for user authentication?
- Local Database
- Multifactor
- LDAP
- SAML 2.0
- OAuth 2.0
- Digest Token
52
Server
A computer program running as a service; a physical computer dedicated to running one or more services, or a system running a database.
53
What is the purpose of flagging an article in a knowledge base?
Allow a user to submit feedback about an article
54
There are _____ common types of Interfaces (Numeric Value)
6
- Homepage
- Dashboard
- List
- Maps
- Timelines
- Form
55
Where can Admins check which release is running on an ServiceNow instance?
Stats module
56
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
57
Which would NOT appear in the History section of the Application Navigator?
UI Pages
58
Reports can be created from which different places in the platform?
- List column heading
| - View / Run module
59
A group is stored in which table?
Group [sys_user_group]
60
Which of the following concepts are associated with the ServiceNow CMDB? (Choose four.)
- Service Processes
- Tables and Fields
- A Database
- The Dependency View
61
A User is stored in which table?
User [sys_user]
62
From the User menu, which actions can a user select?
- Log Out ServiceNow
- Elevate Roles
- Impersonate Users
63
What are the main UI component(s) of the ServiceNow Platform?
- Banner Frame
- Application Navigator
- Content Frame
64
Which term refers to application menus and modules which you may want to access quickly and often?
Favorite
65
The baseline Service Catalog homepage contains links to which of the following components?
- Record Producers
- Order Guides
- Catalog Items
66
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
67
Which type of interface enables you to display multiple performance analytics, reporting and other widgets on a single screen?
Dashboard
68
Table Access Control rules are processed in the following order:
table name, parent table name, any table name (wildcard)
69
Which of the following is used to initiate a flow?
Trigger
70
Which statement is true about business rules?
A business rule can be a piece of Javascript
71
What is a Dictionary Override?
A Dictionary Override sets field properties in extended tables
72
What defines conditions that are evaluated against users to determine which users can create, read, write, and retire knowledge articles.
User Criteria
73
Which of the following is true of Service Catalog Items in relation to the Service Catalog?
They are the building blocks.
74
Which one of these applications is available to all users?
Self-Service
75
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)
76
Configuration will affect what others see on their forms.
True
77
What refers to an application or system that accesses a remote service or another computer system, known as a server?
Client
78
What is the platform name for the User table?
sys_user
79
UI Policy can make fields read-only, mandatory, or hidden.
True
80
What information does the System Dictionary contain?
The definition for each table and column
81
Which of the following are a type of client scripts supported in ServiceNow? (Choose four.)
- onSubmit
- onCellEdit
- onLoad
- onChange
82
Tables are made up of which of the following?
- Records
| - Fields
83
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
84
Which of the following allows a user to edit field values in a list without opening the form?
List Editor
85
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
86
What are the two pathways to view feedback left on a published article?
- Knowledge > articles > My Flagged
| - Knowledge > articles > published
87
Which are states that you can make a field on a form using UI Policy?
- Read-only
- Mandatory
- Hidden
88
The display sequence is controlled in a Service Catalog Item using which of the following?
The Order field in the Variable form
89
How is the Event Log different from the Event Registry?
Event Log contains generated Events, the Event Registry is a table of Event definitions
90
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
91
What are the two aspects to LDAP Integration?
- Data Population
| - Authentication
92
Which application is used to change the number format per table?
Number Maintenance
93
database live at the Data Center. T/F?
True
94
Which of the following can be customized through the Basic Configuration UI 16 module? (Choose three.)
- Banner Image
- Browser Tab Title
- System Date Format
95
A REQ number in the Service Catalog represents...
the order number.
96
Which three Variable Types can be added to a Service Catalog Item?
- Multiple Choice
- Select Box
- Checkbox
97
System Administrator
provides access to all platform features, applications, functions and data.
98
Specialized Administrator
manage specific functions or applications, such as Assignment Rules, Knowledge base, reports, or web services
99
Fulfiller
Users with the ITIL role may fulfill ITIL activities associated with the ITIL workflow, including Incident and Change management.
100
Approver
can perform all requester actions and may view or modify approval records directed to the approver
101
Requester
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
User Authentication - Local Database
The user name and password in their user record in the instance database.
103
User Authentication - Multi-factor
The user name and password in the database and passcode sent to the user's mobile device that has Google Authenticator installed
104
User Authentication - LDAP
The user name and password are accessed via LDAP in the corporate directory, which has a matching user account in the database.
105
User Authentication - SAML 2.0
The user name and password configured in a SAML identity provider account, which has a matching user account in the database.
106
User Authentication - OAuth 2.0
The user name and password of OAuth identity provider, which has a matching user account in the database.
107
User Authentication - Digest Token
An encrypted digest of the user name and password in the user record.
108
Knowledge - Instant Publish
Immediately publishes a draft article without requiring an approval, or publishes on the scheduled publish date if set to publish later.
109
Knowledge - Instant Retire
Immediately retires a published article without requiring an approval.
110
Knowledge - Publish Knowledge
A subflow that moves the knowledge article to the published state. You can use this subflow when defining your own workflow.
111
Knowledge - Retire Knowledge
A subflow that moves the knowledge article to the retired state. You can use this subflow when defining your own workflow.
112
Knowledge - Approval Publish
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
Knowledge - Approval Retire
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
UI Action
Buttons, links, and context menu items on forms and lists.
115
UI Policy
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
Service Desk
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
Service Portal
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
Service Catalog
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
Which of the following steps can be used to import new data into ServiceNow from a spreadsheet?
Select Import Set, Select Transform Map, Run Transform
120
Event
An Event is an indication to the ServiceNow processes that something has occurred
121
Which one of the following is an accurate list of changes that are captured in an Update Set?
Changes made to tables, forms, schedules, and client scripts
122
Ways to generate an Event?
Server Side Script
Business Rule
Workflow
123
Which module can be used to view field settings for a table?
Tables & Columns
124
Steps to retrieve an Update Set
Verify Update Set is Complete
Test Connection
Commit
125
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]
126
Describe a characteristic of role assignment
Roles can contain other roles, when you are assigned a role, you inherit all the roles within that role
127
Used to categorize, flag, and locate records?
Tags
128
How do you make a list filter available to everyone?
Assign a name, set visibility, and save
129
Where in Flow Designer can users access information about actions that are added to the flow?
Help Panel
130
Which plugin allows users to install multiple applications, application-customizations or plugins at once?
Continuous Integration and Continuous Delivery (CICD) SpokeBatch Install
131
What is a sys_id?
Unique 32-character identifier that is assigned to every record
132
3 permission requirements for an access control rule to apply
Roles
Conditions
Scripts
133
Notification
A tool for alerting users that events that concern them have occurred
134
Knowledge articles within a knowledge base are grouped by category. T/F?
True
135
Which 2 certificate-based authentication methods can be enabled so that users can log into the Service Portal?
- Common Access Card (CAC)
| - Personal Identify Verification (PIV)
136
How can administrators utilize the same content for different notification channels?
Provide common notification content
137
Which plugin needs to be activated in order to translate the content of a catalog item to multiple languages?
Localization Framework plugin
| com.glide.localization_framework
138
Which fields can be configured in reporting to perform arithmetic, coalesce, concatenation, and length?
Function fields
139
In addition to the admin role, which one of the following roles allows a user to add or remove fields from a
list?
personalize_control
140
When creating a global custom table named “abc”, what is the table name that is automatically assigned by the
platform?
. u_abc
141
How is a group defined in ServiceNow?
A group is one record stored in the Group [sys_user_group] table
142
What is the master table that contains a record for each table in the database?
[sys_db_object]
143
Record numbers have to be manually incremented. T/F?
False
144
Which of the following protects applications by identifying and restricting access to available files and data?
Application Scope
145
Access Control rules may provide access security for which of the following database objects?
For a specific CMDB Configuration item
146
Which of the following statements describes how data is organized in a table?
A column is one field and a record is one row
147
When does the Submit button appear on a form?
When creating a new record
148
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?
Anti-signals
149
What is the primary application used to load data into ServiceNow?
System Import Sets
150
How are local flow variables accessed in the Flow Designer Data panel?
As data pills
151
IntegrationHub enables execution of third-party APIs as a part of a flow. These integrations are referred to as
a spoke
152
Which section of the ServiceNow UI allows you to perform a global search?
Banner frame
153
What is the purpose of the Event Registry?
The Event Registry lists all Events that have successfully completed within a 24-hour period
154
What is the purpose of a Data Policy?
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
Which tool should be used to populate commonly used fields in a form?
Template
156
New records, new groups, and modified configuration Items (Cls): what do they have in common?
They are included in an update set
157
What kind of file types can Import Sets use to populate tables in ServiceNow?
XML
CSV
Excel
158
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?
Incident Auto-Resolution
159
Which tool is used for creating dependencies between configuration items in the CMDB?
Cl Class Manager
160
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'?
Go to the Number Maintenance application and change the prefix to "IN" for incident
