CSA

Question 1

A Service Catalog may include which of the following components?

A. Order Guides, Exchange Rates, Calendars
B. Order Guides, Catalog Items, and Interceptors
C. Catalog Items, Asset Contracts, Surveys
D. Record Producers, Order Guides, and Catalog Items

Answer 1

The correct answer is D. Record Producers, Order Guides, and Catalog Items are common components of a Service Catalog in a IT Service Management context.

Record Producers are used to create new records, such as incidents or requests, directly from the Service Catalog. Order Guides provide a structured set of items that can be ordered together as a package, and Catalog Items are individual items that can be ordered separately.

Question 2

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
B. If a match is not found using the coalesce fields, the system does not create a Transform Map
C. If a match is found using the coalesce fields, the system creates a new record
D. If a match is not found using the coalesce fields, the existing record is updated with the information being imported

Answer 2

The correct answer is A. If a match is found using the coalesce fields, the existing record is updated with the information being imported.

Coalescing is a process used during the data import in ServiceNow to identify an existing record to be updated based on a set of matching fields. Coalesce fields are fields that are checked to see if they contain matching values in the existing table record.

If a match is found using the coalesce fields, the existing record is updated with the information being imported. If no match is found, a new record is created with the imported information. Therefore, option C and D are incorrect. Option B is also incorrect because the system will still create a Transform Map even if there is no match found using the coalesce fields. The Transform Map determines the relationship between the import set fields and the target table fields.

Question 3

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

A. A metric is a report gauge used on homepages to display real-time data
B. A metric is a time measurement used to report the effectiveness of workflows and SLAs
C. A metric is used to measure and evaluate the effectiveness of IT service management processes
D. A metric is a comparative measurement used to report the effectiveness of flows and SLAs.

Answer 3

The correct answer is D. A metric is a comparative measurement used to report the effectiveness of workflows and SLAs (Service Level Agreements) in ServiceNow reporting.

In ServiceNow, a metric is a type of reporting element used to measure the performance of a process, activity, or workflow. Metrics are used to track progress, identify trends, and measure the effectiveness of SLAs. They are often displayed as scorecards or key performance indicators (KPIs) on dashboards or reports.

Option A is incorrect because a gauge is a type of graphical element used to display real-time data, but not a metric. Option B is incorrect because time measurements are not the primary function of a metric in ServiceNow reporting. Option C is incorrect because metrics are not solely used to evaluate the effectiveness of ITSM (IT Service Management) processes, but can be used in other areas of the platform as well.

Question 4

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

A. The Default Value field in the Catalog Item form
B. The Sequence field in the Catalog Item form
C. The Order field in the Variable form
D. The Choice field in the Variable form

Answer 4

C. The Order field in the Variable form
–The correct answer is C. The display sequence is controlled in a Service Catalog Item using the Order field in the Variable form.

When creating a Service Catalog Item in ServiceNow, variables can be added to capture additional information from the user. The Order field in the Variable form controls the display sequence of the variable on the Service Catalog Item form. The lower the number in the Order field, the higher the variable will be displayed on the form.

Option A is incorrect because the Default Value field is used to set the default value for a variable, and not to control the display sequence. Option B is incorrect because there is no Sequence field in the Catalog Item form. Option D is incorrect because the Choice field in the Variable form is used to create multiple-choice options for a variable, and not to control the display sequence.

Question 5

Reports can be created from which different places in the platform? (Choose two.)

A. List column heading
B. Metrics module
C. Statistics module
D. View / Run module

Answer 5

A. List column heading
D. View / Run module
–
The correct answers are A and D. Reports can be created from the List column heading and View / Run module in the ServiceNow platform.

A. List column heading: From a list view in ServiceNow, you can create a report by selecting the columns to include in the report and then choosing “Create a Report” from the list column heading menu.

D. View / Run module: The View / Run module allows users to create new reports or modify existing ones. From this module, you can create reports based on a table or a list view.

Option B is incorrect because Metrics module is not used to create reports, but rather to view and manage metrics and scorecards. Option C is incorrect because Statistics module is not a module in the ServiceNow platform.

Question 6

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

A. Most recent update
B. Popularity
C. Relevancy
D. Manager assignment
E. Number of views

Answer 6

The correct answers are A, B, and C. Knowledge Base Search results in ServiceNow can be sorted by Most recent update, Popularity, and Relevancy.

A. Most recent update: This option will display the results in descending order based on the date and time they were last updated.

B. Popularity: This option will display the results in descending order based on the number of times they have been viewed or accessed.

C. Relevancy: This option will display the results in descending order based on their relevance to the search query.

Option D and E are incorrect because Manager assignment and Number of views are not available sorting options for Knowledge Base Search results in ServiceNow.

Question 7

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

A. RITM (Number)>REQ (Number)>PROCUREMENT (Number)
B. REQ (Number)>RITM (Number)>PROCUREMENT (Number)
C. REQ (Number)>RITM (Number)>TASK (Number)
D. FULFILLMENT (Number)>RITM (Number)>TASK (Number)

Answer 7

The correct answer is C. The path an Administrator could take to view the fulfillment stage task list for an order placed by a user is REQ (Number) > RITM (Number) > TASK (Number).

In ServiceNow, a user can place an order for a Service Catalog item, which will generate a Requested Item (RITM) record. The RITM record is associated with a Request (REQ) record that is created when the user submits the request. When the REQ record is processed, it goes through various stages, such as approval, procurement, and fulfillment. Each stage may have associated tasks that need to be completed.

To view the task list for an order at the fulfillment stage, an Administrator can follow the path REQ (Number) > RITM (Number) > TASK (Number). The REQ (Number) is the number of the Request record associated with the RITM record. The RITM (Number) is the number of the Requested Item record generated when the user placed the order. And TASK (Number) is the number of the task associated with the fulfillment stage.

Question 8

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

A. Breadcrumb
B. Favorite
C. Tag
D. Bookmark

Answer 8

The correct answer is B. The term that refers to application menus and modules which you may want to access quickly and often is Favorite.

In ServiceNow, you can mark certain applications, menus, and modules as “favorites” to access them quickly and easily. This is especially useful if you frequently use certain areas of the application and want to avoid navigating through several levels of menus each time. To mark an item as a favorite, you can click the star icon next to the item. Once marked as a favorite, the item will appear in the Favorites section of the application navigator, making it easily accessible.

Question 9

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

A. A change request
B. An Order Guide
C. A request
D. An SLA

Answer 9

The correct answer is C. Once a user places an order for an item or service in the Service Catalog, a request is generated.

In ServiceNow, when a user orders an item or service from the Service Catalog, a Requested Item (RITM) record is created to track the details of the user’s order. This RITM record is associated with a Request (REQ) record that is created when the user submits the request. The REQ record tracks the overall progress of the request through its lifecycle, from submission to completion. The REQ record can also be used to track the associated tasks, approvals, and SLAs.

Option A (A change request) is incorrect because a change request is a different type of record used to manage changes in the system.

Option B (An Order Guide) is incorrect because an Order Guide is a set of instructions that guide users through the ordering process in the Service Catalog.

Option D (An SLA) is incorrect because an SLA is a service level agreement that defines the level of service that is expected and the consequences if the service levels are not met. While SLAs can be associated with requests in ServiceNow, they are not generated from the Service Catalog once a user places an order for an item or service.

Question 10

From the User menu, which actions can a user select? (Choose three.)

A. Send Notifications
B. Log Out ServiceNow
C. Elevate Roles
D. Impersonate Users
E. Order from Service Catalog
F. Approve Records

Answer 10

B. Log Out ServiceNow
C. Elevate Roles
D. Impersonate Users

Question 11

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

A. Business Rule
B.UI Action
C.Client Script
D.UI Policy

Answer 11

The correct answer is B. UI Action.

Buttons, form links, and context menu items are all examples of UI Actions in ServiceNow. UI Actions are used to extend the functionality of forms and lists by allowing users to perform additional actions on a record or set of records. They can be used to perform server-side operations such as creating new records, updating fields, or deleting records, as well as client-side operations such as displaying alerts, opening pop-up windows, or executing JavaScript code.

Business Rules are used to automate and enforce business logic on data in the ServiceNow platform. Client Scripts are used to add client-side scripting functionality to forms and lists in ServiceNow. UI Policies are used to dynamically control the behavior of form elements based on field values or user roles.

Question 12

Which of the following is true of Service Catalog Items in relation to the Service Catalog?
A. They run behind the scenes.
B. They are the building blocks.
C. They are optional.
D. They provide options.

Answer 12

The correct answer is D. They provide options.

Service Catalog Items are the options presented to end-users in the Service Catalog. They define the various goods and services that are available to be requested, and provide users with the ability to specify their requirements for each item through variables and associated workflows. Service Catalog Items are not optional, but rather the core building blocks of the Service Catalog.

While the workflows associated with Service Catalog Items do run behind the scenes, it is the Service Catalog Items themselves that are presented to end-users as options to request goods and services.

Question 13

Table Access Control rules are processed in the following order:

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

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

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

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

Answer 13

The correct answer is C. parent table name, table name, any table name (wildcard).

Table Access Control (TAC) rules are processed in a specific order. The order is based on the specificity of the rules. Rules that are more specific are processed before more general rules. The order of processing for TAC rules is as follows:

1. Parent table name
2. Table name
3. Any table name (wildcard)

This means that TAC rules with a more specific table name or parent table name take precedence over TAC rules with a less specific table name or parent table name. Rules with an any table name (wildcard) apply to all tables and are processed last.

Question 14

What is the platform name for the User table?

A.u_users

B.sys_users

C.x_users

D.sys_user

Answer 14

D.sys_user

Question 15

A REQ number in the Service Catalog represents

A.the order number.

B.the stage.

C.the task to complete.

D.the individual item in the order.

Answer 15

A.the order number

Question 16

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

A.Records

B.UI Pages

C.Lists

D.Forms

Answer 16

B.UI Pages

Question 17

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

B.Before moving customizations from instance to instance with Update Sets, ensure that both instances are different versions

C.Use the Baseline Update Set to store the contents of items after they are changed the first time

D.Once an Update Set is closed as Complete, change it back to In Progress until it is applied to another instance

Answer 17

A. Avoid using the Default Update set as an Update Set for moving customizations from instance to instance is a recommendation from ServiceNow about Update Sets.

Question 18

Which of the following is used to initiate a flow?
A. A Trigger
B. Core Action
C. A spoke
D. An Event

Answer 18

A. A Trigger

Question 19

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

A.Service Catalog variables can only be used in Record Producers

B.Service Catalog variables can only be used in Order Guides

C.Service Catalog variables cannot affect the order price

D.Service Catalog variables are global by default

Answer 19

D.Service Catalog variables are global by default

Question 20

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

B.It displays actions related to filtering options, assigning tags, and search

C.It displays actions related to viewing and filtering the entire list

D.It displays actions such as view form, view related task, and add relationship

Answer 20

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

Question 21

Which ServiceNow products can be used to discover and populate the CMDB? (Choose two.)
A. Discovery
B. IntegrationHub ETL
C. Finder
D. CMDB Plug-in
E. CMDB Integration Dashboard

Answer 21

A. Discovery
B. IntegrationHub ETL
–
The correct answers are A (Discovery) and B (IntegrationHub ETL). Discovery is a ServiceNow product used to identify and map all networked devices and applications in an IT environment. IntegrationHub ETL (Extract, Transform, and Load) is another ServiceNow product used to extract data from various sources, transform it, and then load it into the CMDB. Finder is not a ServiceNow product, CMDB Plug-in is a deprecated feature, and CMDB Integration Dashboard is used to view CMDB data, not to discover and populate it.

Question 22

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

A.Mapping fields using the Import Log

B.Mapping fields using Transform History

C.Mapping fields using an SLA

D.Mapping fields using a Field Map

Answer 22

D.Mapping fields using a Field Map

Question 23

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

Answer 23

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

Question 24

In what order should filter elements be specified?

A.Field, Operator, then Value

B.Field, Operator, then Condition

C.Operator, Condition, then Value

D.Value, Operator, then Field

Answer 24

A.Field, Operator, then Value

Question 25

Which statement is true about business rules?

A.A business rule must run before a database action occurs

B.A business rule can be a piece of Javascript

C.A business rule must not run before a database action occurs

D.A business rule monitors fields on a form

Answer 25

B.A business rule can be a piece of Javascript

Question 26

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

A.onSubmit

B.onUpdate

C.onCellEdit

D.onLoad

E.onEdit

F.onChange

G.onSave

Answer 26

A.onSubmit

B.onCellEdit

D.onLoad

F.onChange

Question 27

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

A.Base Tables

B.Core Tables

C.Extended Tables

D.Custom Tables

Answer 27

A.Base Tables

Question 28

Which tool is used to have conversations with logged-in users in real-time?
A. Connect Chat
B. Now Messenger
C. User Presence
D. Comments

Answer 28

A. Connect Chat

Question 29

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

A.Service Processes

B.User Permissions

C.Tables and Fields

D.A Database

E.The Dependency View

Answer 29

A.Service Processes
C.Tables and Fields
D.A Database
E.The Dependency View
–C. Tables and Fields, D. A Database, and E. The Dependency View are concepts that are associated with the ServiceNow CMDB. Additionally, A. Service Processes may also be associated with the CMDB, as it can be used to track and manage the configuration of IT services and the underlying infrastructure that supports them. However, B. User Permissions are not directly associated with the CMDB, but rather with the ServiceNow platform as a whole, as they govern access to various features and functions within the system.

Question 30

What is a formatter? Select one of the following.

A.A formatter allows you to configure applications on your instance

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

C.A formatter allows you to populate fields automatically

D.A formatter is a set of conditions applied to a table to help find and work with data

Answer 30

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

In ServiceNow, a formatter is a form element that allows you to display information that is not a field in the record. For example, you might use a formatter to display a link to a related record, or to show a chart or graph based on data in the record. Formatters can be configured to display different types of content based on the value of a field in the record, and they can be customized using HTML, CSS, and JavaScript to provide a more customized look and feel.

Question 31

When searching using the App Navigator search field, what can be returned? (Choose four.)

A.Names of Applications and Modules

B.Names of Modules

C.Names of Applications

D.Favorites

E.History Records

F.Titles of Dashboard Gauges

Answer 31

A. Names of Applications and Modules
B. Names of Modules
C. Names of Applications
D. Favorites
Can be returned when searching using the App Navigator search field in ServiceNow.

The App Navigator search field allows users to search for specific applications, modules, and favorites within the ServiceNow platform. In addition to returning the names of applications and modules, it can also return the names of individual modules, as well as any favorites that have been saved by the user. However, E. History Records and F. Titles of Dashboard Gauges are not typically returned in the search results from the App Navigator search field.

Question 32

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

A. Table-Walking
B. Sys_ID Pulling
C. Dot-Walking
D. Record-Hopping

Answer 32

C. Dot-Walking

Question 33

What is a schema map?
A. A schema map enables administrators to define records from specific tables as trouble sources for Configuration Items
B. A schema map graphically organizes the visual task boards for the CMDB
C. A schema map graphically displays the Configuration Items that support a business service
D. 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

Answer 33

D. 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

Question 34

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
B. By default, an Update Set includes customizations, Business Rules, and homepages
C. An Update Set is a group of customizations that is moved from Production to Development
D. By default, the changes included in an Update Set are visible only in the instance to which they are applied

Answer 34

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

Question 35

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

A. Banner Image
B. Record Number Format
C. Browser Tab Title
D. System Date Format
E. Form Header Size

Answer 35

A. Banner Image
C. Browser Tab Title
D. System Date Format

Question 36

What is the function of user impersonation?
A. Testing and visibility
B. Activate verbose logging
C. View custom perspectives
D. Unlock Application master list

Answer 36

A. Testing and visibility

Question 37

What information does the System Dictionary contain?

A. The human-readable labels and language settings
B. The definition for each table and column
C. The information on how tables relate to each other
D. The language dictionary used for spell checking

Answer 37

B. The definition for each table and column

Question 38

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

A. Insert creates a new record and Update saves changes, both remain on the form
B. Insert creates a new record and Update saves changes, both exit the form
C. Insert saves changes and exits the form, Update saves changes and remains on the form
D. Insert saves changes and remains on the form, Update saves changes and exits the form

Answer 38

B. Insert creates a new record and Update saves changes, both exit the form

Question 39

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
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 Event Registry

Answer 39

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

Question 40

What is a Dictionary Override?
A. A Dictionary Override is an incoming customer update in an Update Set which applies to the same objects as a newer local customer update
B. A Dictionary Override is the addition, modification, or removal of anything that could have an effect on IT services
C. A Dictionary Override is a task within a flow that requests an action before the flow can continue
D. A Dictionary Override sets field properties in extended tables

Answer 40

A Dictionary Override in ServiceNow is a customization that allows a developer to modify a field or table definition from an inherited dictionary without modifying the original definition. This enables the customization to be maintained when the base system is upgraded or when new application scopes are created.

Therefore, the correct answer is D. A Dictionary Override sets field properties in extended tables. The other options are not correct.

Question 41

Which group of permissions is used to control Application and Module access?
A. Access Control Rules
B. UI Policies
C. Roles
D. Assignment Rules

Answer 41

The group of permissions that is used to control application and module access in ServiceNow is called “Roles”. Roles define a set of permissions that can be assigned to users, groups, or other roles. These permissions control what actions can be performed on records, as well as what applications and modules can be accessed.

Therefore, the correct answer is C. Roles are used to control application and module access. The other options are not correct.

Question 42

What is a Record Producer?

A. A Record Producer is a type of Catalog Item that is used for Requests, not Services
B. A Record Producer creates user records
C. A Record Producer is a type of Catalog Item that provides easy ordering by bundling requests
D. A Record Producer is a type of a Catalog Item that allows users to create task-based records from the Service Catalog

Answer 42

A Record Producer is a type of Catalog Item in ServiceNow that allows users to create task-based records directly from the Service Catalog. It is designed to streamline the process of creating new records by providing a simple and intuitive interface for users to enter data.

Therefore, the correct answer is D. A Record Producer is a type of Catalog Item that allows users to create task-based records from the Service Catalog. The other options are not correct.

Question 43

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
B. They direct the user to a catalog property
C. They direct the user to a catalog UI policy
D. They direct the user to a catalog client script

Answer 43

A. They direct the user to a record producer

Question 44

What is the Import Set Table?

A. A table where data will be placed, post-transformation
B. A table that determines relationships
C. A staging area for imported records
D. A repository for Update Set information

Answer 44

The correct answer is C. The Import Set table is a staging area for importing data into ServiceNow. It is used to hold data that has been imported but has not yet been transformed or loaded into the target table. The Import Set table is typically a temporary table used during data loading and allows data to be cleansed, transformed, and validated before being loaded into the target table. Once the data has been transformed and validated, it can be moved into the target table using a transform map.+

Question 45

What is a characteristic of importing data into ServiceNow?

A. An existing Transform Map can be used one time on the same import set
B. Coalesce fields are used only after running Transform
C. Any user can manage and set up import sets
D. An existing Transform Map can be used multiple times on the same import set

Answer 45

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

Explanation: An existing Transform Map can be used multiple times on the same Import Set. Transform Maps are used to map and transform data from an Import Set table to the target table. They can be reused for multiple Import Sets if the same mapping is required. Coalesce fields are used to match the incoming data to existing records in the target table. Import Sets are typically managed by administrators or users with the appropriate roles and permissions.

Question 46

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

A. Maintain Categories
B. Maintain Items
C. Content Items
D. Items

Answer 46

B. Maintain Items

Question 47

Which of the following allows a user to edit field values in a list without opening the form?
A. Data Editor
B. Edit Menu
C. List Editor
D. Form Designer

Answer 47

C. List Editor

Question 48

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

A. True/False, Multiple Choice, and Ordered
B. True/False, Checkbox, and Number List
C. Number List, Single Line Text, and Reference
D. Multiple Choice, Select Box, and Checkbox

Answer 48

D. Multiple Choice, Select Box, and Checkbox

Question 49

How are Workflows moved between instances?

A. Workflows are moved using Update Sets
B. Workflows are moved using Transform Maps
C. Workflows are moved using Application Sets
D. Workflows cannot be moved between instances

Answer 49

A. Workflows are moved using Update Sets

Question 50

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

A. Record Producers, Order Guides, and Catalog Items
B. Order Guides, Item Variables, and flows
C. Order Guides, Catalog Items, and flows
D. Record Producers, Order Guides, and Item Variables

Answer 50

Answer A is correct, as it accurately lists the components that are included in the baseline Service Catalog homepage. The homepage typically includes links to Record Producers, Order Guides, and Catalog Items.

Question 51

Which of the following statements is true when a new table is created by extending another table?
A. The new table archives the parent table and assumed its roles in the database
B. The new table inherits all of the Business Rules, Client Scripts, and UI Policies of the parent table, but none of the existing fields
C. The new table inherits all of the fields of the parent table and can also contain new fields unique to itself
D. The new table inherits all of the fields, but does not inherit Access Control rules, Client Scripts, and UI Policies of the parent table

Answer 51

The correct answer is C. 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. The new table can also inherit other properties of the parent table such as indexes, relationships, dictionary attributes, etc. Additionally, any Access Control rules, Client Scripts, and UI Policies of the parent table are inherited by the child table. However, any changes made to the parent table do not affect the child table unless they are specifically inherited by the child table.

Question 52

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

A. Memory Stats module
B. Stats module
C. System.upgraded table
D. Transactions log

Answer 52

Admins can check which release is running on a ServiceNow instance by navigating to the “Stats” module and selecting “System Stats”. The version number of the instance will be displayed in the upper-right corner of the page, next to the instance name.

Question 53

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

A. Published
B. Drafted
C. Retired
D. Reviewed

Answer 53

A. Published

Question 54

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

A. Answer Agent
B. live Feed
C. Virtual Agent
D. Connect Chat

Answer 54

C. Virtual Agent

Question 55

What is the purpose of a Related List?
A. To create a one-to-many relationship
B. To dot-walk to a core table
C. To present related fields
D. To present related records

Answer 55

D. To present related records.

A Related List displays a list of records that are related to the current record. It is a way to present and access related records that are linked by a reference field or a relationship table. For example, on an Incident form, a Related List can show a list of Tasks associated with that Incident.

Question 56

Which one of the following statements describes the purpose of a Service Catalog flow?

A. A Service Catalog flow generates three basic components: item variable types, tasks, and approvals
B. Although a Service Catalog flow cannot send notifications, the flow drives complex fulfillment processes
C. A Service Catalog flow is used to drive complex fulfillment processes and sends notifications to defined users or groups
D. A Service Catalog flow generates three basic components: item variable types, tasks, and notifications

Answer 56

The correct statement is: “A Service Catalog flow is used to drive complex fulfillment processes and sends notifications to defined users or groups”.

A Service Catalog flow is a sequence of tasks that guides the user through the fulfillment process of a Service Catalog item. It can include tasks, approvals, notifications, and other types of interactions. It is used to automate complex and multi-step fulfillment processes and ensure that all the necessary actions are completed in the correct order. The flow can also send notifications to defined users or groups at various stages of the process.

Question 57

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

A. report
B. flow
C. event
D. task

Answer 57

D. task

Question 58

Which are valid Service Now User Authentication Methods? (Choose three.)

A. XML feed
B. Local database
C. LDAP
D. SSO
E. FTP authentication

Answer 58

The valid ServiceNow User Authentication Methods are:
B. Local database
C. LDAP
D. SSO

Therefore, the correct answer is: B. Local database, C. LDAP, and D. SSO.

Question 59

Access Control rules may be defined with which of the following permission requirements? (Choose three.)
A. Roles
B. Conditional Expressions
C. Assignment Rules
D. Scripts
E. User Criteria
F. Groups

Answer 59

A. Roles
B. Conditional Expressions
D. Scripts

Question 60

Which section of the ServiceNow UI allows you to perform a global search?
A. Application Navigator
B. Banner frame
C. List pane
D. Content frame

Answer 60

B. Banner frame

Question 61

How do you make a list filter available to everyone?

A. Make active, assign a name, and save
B. Assign a group, set visibility, and save
C. Assign a name, set visibility, and save
D. Make active, set visibility, and save

Answer 61

C. Assign a name, set visibility, and save

Question 62

What would NOT appear in the Application Navigator if service is typed into the filter field?
A. Configuration > Business Services
B. Self-Service > Knowledge
C. Service Portal > Widgets
D. Incident > Assigned to me

Answer 62

D. Incident > Assigned to me

Question 63

Which of the following is used to categorize, flag, and locate records?
A. Search
B. Favorites
C. Tags
D. Bookmarks

Answer 63

The correct answer is C. Tags are used to categorize, flag, and locate records in ServiceNow. Users can apply tags to records to help classify them for easier searching and identification.

Question 64

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

A. Template
B. Reference Qualifier
C. Formatter
D. Assignment Rule

Answer 64

A. Template

Question 65

How is a group defined in ServiceNow?

A. A group is one record stored in the Group Type [sys_user_group_type] table
B. A group is one record stored in the Group [sys_user_group] table
C. A group defines a set of users that share the same location
D. A group defines a set of users that share the same job title

Answer 65

The correct answer is B. In ServiceNow, a group is defined as a set of users who share some common traits or characteristics. These groups are stored in the Group [sys_user_group] table, and they can be used to control access to specific parts of the system. Each group has its own set of permissions and roles, which determine what the group members can and cannot do within the system.

Question 66

What is a role in ServiceNow?

A. A role is one record in the Role [user_sys_role] table
B. A role is a set of modules for a particular application
C. A role is one record in the Role [sys_user_role] table
D. A role is a persona used in Live Feed Chat

Answer 66

C. A role is one record in the Role [sys_user_role] table

Question 67

What is a Notification?

A. A new Knowledge article created by a Business Rule
B. A tool for alerting users that events that concern them have occurred
C. A message through Connect related to a Change Request
D. An email file attachment

Answer 67

B. A Notification is a tool for alerting users that events that concern them have occurred. Notifications can be sent via email, SMS, push notification, or in-app notifications, and they are triggered by various events or workflows in the ServiceNow platform.

Question 68

Which one of the following is NOT a type of Visual Task Board?

A. Flexible
B. Freeform
C. Feature
D. Guided boards

Answer 68

The correct answer is C. Feature. There are three types of Visual Task Boards in ServiceNow - Flexible, Freeform, and Guided boards.

Question 69

What is (are) best practice(s) regarding users/groups/roles? (Choose two.)
A. You should never assign roles to groups.
B. You should assign roles to users.
C. You should add users to groups.
D. You should assign roles to groups.

Answer 69

The best practices regarding users/groups/roles are:
C. You should add users to groups.
D. You should assign roles to groups.

It is recommended to assign roles to groups instead of individual users to make it easier to manage access permissions. By adding users to groups, you can ensure that they inherit the roles assigned to that group. This makes it easier to maintain access permissions and ensure consistency across the organization.

Question 70

What are two ways to generate an Event? (Choose two.)

A. Business Rule
B. Workflow
C. Log entry
D. Knowledge article publication

Answer 70

The correct answers are A and B.

Events in ServiceNow can be generated by different actions that occur in the system. Two common ways to generate events are:

A. Business Rule: A business rule is a server-side script that runs when a record is displayed, inserted, updated, or deleted, or when a table is queried. A business rule can generate an event when specific conditions are met.

B. Workflow: A workflow is a series of activities (such as approvals, tasks, and notifications) that automate a process. Workflows can be triggered by events such as record creation, record update, or a timer. When a workflow activity generates an event, other workflows, notifications, or scripts can be triggered based on that event.

Question 71

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]
B. Assignment [assignment]
C. Service [service]
D. Workflow [workflow]

Answer 71

A. Task [task]

Question 72

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

A. A column is a field in the database and a record is one user
B. A column is one field and a record is one row
C. A column is one field and a record is one column
D. A column contains data from one user and a record is one set of fields

Answer 72

The correct answer is B. A column is one field and a record is one row. In a table, each column represents a specific type of data, while each row represents a single instance of that data. Each cell in the table represents the intersection of a specific column and row, containing a single value or field.

Question 73

What is a sys_id?

A. Unique 32-character identifier that is assigned to every record
B. A client-side Business Rule
C. A server-side Business Rule
D. Unique 64-character identifier that is assigned to every record

Answer 73

A. Unique 32-character identifier that is assigned to every record in ServiceNow.

Question 74

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

A. snc_abc
B. abc
C. u_abc
D. sys_abc

Answer 74

The table name that is automatically assigned by the platform when creating a global custom table named abc is u_abc. Therefore, the correct answer is C.

Question 75

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

A. For a specific role, group, or user
B. For a specific row, column, or table
C. For specific groups
D. For a specific CMDB Configuration item

Answer 75

B. For a specific row, column, or table

Question 76

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

A. Service Level Management
B. Configuration
C. System Import Sets
D. System Update Sets

Answer 76

The primary application used to load data into ServiceNow is C. System Import Sets.

Question 77

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

A. Select Data Source, Schedule Transform
B. Load Data, Create Transform Map, Run Transform
C. Define Data Source, Select Transform Map, Run Transform
D. Select Import Set, Select Transform Map, Run Transform

Answer 77

The correct answer is D. The following steps can be used to import new data into ServiceNow from a spreadsheet:

1. Open the target table and select Import Set > Load Data.
2. Choose the file to import and map the fields in the import set table to fields in the target table.
3. Create or select a transform map to define how the data in the import set should be transformed to fit the target table.
4. Run the transform to apply the transform map and import the data into the target table.

OR D??

Question 78

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

A. CI Relationship Editor
B. CMDB Builder
C. CI Service Manager
D. Cl Class Manager

Answer 78

A. CI Relationship Editor

Question 79

What is the difference between a UI Policy and Data Policy?

A. Data Policies run when data is entered through the form, by an Import Set, or by web services, while UI Policies are set only by web services
B. Data Policies can be converted into UI Policies, but UI Policies cannot be converted into Data Policies
C. Data Policies run regardless of how data is entered into ServiceNow, while UI Policies are used for form interactions
D. Data Policies run only after UI Policies run successfully

Answer 79

The correct answer is C. Data Policies run regardless of how data is entered into ServiceNow, while UI Policies are used for form interactions.

UI Policies control the behavior of form fields, such as making them mandatory or read-only based on certain conditions. They are used to customize the user interface and make it more intuitive. Data Policies, on the other hand, are used to enforce data consistency and integrity by controlling what data can be entered, updated or deleted in a table. They are used to ensure that data conforms to certain standards, such as formatting, data type or length, regardless of how it is entered into ServiceNow.

Question 80

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
B. Changes made to: tables, forms, Business Rules, and data records
C. Changes made to: tables, forms, groups, and configuration items (CIs)
D. Changes made to: table, forms, views, and fields

Answer 80

D. Changes made to: table, forms, views, and fields

Question 81

What are the steps to retrieve an Update Set?

A. Verify Update Set is Complete, Retrieve, Preview, Apply
B. Verify Update Set is Complete, Test Connection, Apply
C. Verify Update Set is Complete, Test Connection, Commit
D. Verify Update Set is Complete, Retrieve, Preview, Commit

Answer 81

D. Verify Update Set is Complete, Retrieve, Preview, Commit

Question 82

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

A. an action
B. a spoke
C. a connection
D. an integration step

Answer 82

B. a spoke

Question 83

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

A. Application Configuration
B. Verbose Log
C. Access Control Rules
D. Application Scope

Answer 83

D. Application Scope

Question 84

Which one statement correctly describes Access Control rule evaluation?

A. Table access rules are evaluated from the general to the specific
B. If more than one rule applies to a record, the older rule is evaluated first
C. If a row level rule and a field level rule exist, both rules must be true before an operation is allowed
D. The role with the most permissions evaluates the rules first.

Answer 84

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

Question 85

Which tool is used to determine relationships between fields in an import set and an existing table?

A. Transform map
B. Target Table
c. Coalesce
D. Import Set

Answer 85

A. Transform map

A transform map is a set of field maps that determine the relationships between fields in an import set and fields in an existing ServiceNow table, such as Incident [incident] or User [sys_user].

Question 86

Where does the System Administrator navigate to edit a catalogue item?

A. Maintain Items
B. Service Portal
C. Service Catalogs
D. Create Incident

Answer 86

A. Maintain Items

Explanation
System Administrator navigates to Maintain Items to edit a catalogue item.

Configure catalogue items using the Service Catalogue in the platform UI by navigating to Service Catalog > Catalog Definitions > Maintain Items.

Question 87

Each ServiceNow solution provides its own guided setup. When implementing IT Service Management (ITSM), where would you navigate to update Now Platform user interface branding, including the company logo and colours? Select 2 Answers from the below options.

A. System Properties > Basic Configuration UI16
B. Guided Setup > ITSM Guided Setup
C. Team Development > Properties
D. System Properties > My Company

Answer 87

A. System Properties > Basic Configuration UI16
B. Guided Setup > ITSM Guided Setup

Explanation
Navigate to System Properties > Basic Configuration UI16 or use the Guided setup for your application to update the branding for the Now Platform user interface.

Question 88

What functionality can you use to track the amount of time a task has been open to ensure that tasks are completed within an allotted time?

A. Approvals
B. Assignment rules
C. Inactivity monitors
D. Service Level Agreements

Answer 88

D. Service Level Agreements

Explanation
Service Level Agreements can track the amount of time a task has been open to ensure that tasks are completed within an allotted time.

Approvals can be generated to a list of Approvers, either manually or automatically, according to approval rules. Approvals can be incorporated into workflows or can stand alone.

Assignment rules can automatically assign tasks to users or groups, ensuring that the most appropriate team members handle tasks.

Inactivity monitors ensure that tasks do not fall by the wayside by notifying users when tasks have been untouched for a predefined period of time.

Question 89

(Quebec) What rules can prevent the Identification and Reconciliation Engine (IRE) from downgrading or switching between specific CI classes during payload processing?

A. Identification inclusion rules
B. Recassification restriction rules
C. Ci reconciliation rules
D. IRE data source rules

Answer 89

B. Recassification restriction rules

Explanation
During the Identification and Reconciliation Engine (IRE) CI identification process, a CI might need to be reclassified to a different sys_class_name type.

By default, CIs are reclassified automatically. If automatic reclassification is disabled, then the CI is not reclassified, and the system generates a reclassification task for your review.

If a CI needs to be reclassified during the IRE processing of a payload (downgrade or switch class), IRE checks reclassification restriction rules.

If any reclassification restriction rule applies to the current CI reclassification, IRE processes the CI properties update but skips the CI reclassification.

IRE output provides specific details about any processing related to reclassification restriction rules.

You can configure IRE to apply or skip reclassification restriction rules by setting the glide.identification_engine.reclassification_restriction_rules_enabled system property.

Use the skipReclassificationRestrictionRules payload flag in an IRE payload to prevent the application of active reclassification restriction rules.

Note: CI reclassification is possible only between two classes that have identical identification rules.

Question 90

What is the system behaviour when applying a data policy to the list view to make a field read-only?

A. The field will be hidden from the list view and cannot be added back to the personalised list.
B. The field will appear to be editable, but the update will fail
C. The field will still be editable and can be successfully updated
D. The field will appear read only and cannot be updated

Answer 90

B. The field will appear to be editable, but the update will fail

Explanation
When applying a data policy to the list view to make a field read-only, the field will appear editable, but the update will fail.

Data policies enable you to enforce data consistency by setting mandatory and read-only states for fields.

Question 91

Which menu provides options related to viewing, configuring, creating favourites and saving form data?

A. Form Context Menu
B. Form Column Menu
C. Form Personalization Menu
D. Form Layour Menu

Answer 91

A. Form Context Menu

Explanation
The Form Context Menu provides options related to viewing configuring, creating favourites and saving form data.

The form context menu provides controls based on the table and user access rights.

Administrators can customise some of the options available on a context menu using UI actions.

Access the form context menu by clicking an icon beside the form title or by right-clicking the form header.

Question 92

Which tab contains the Activity Stream for a task?

A. Conflicts
B. Notes
C. Resolution information
D. Related Records

Answer 92

B. Notes

Question 93

Which of the following are the different ways an end-user can leave feedback about an article? Select 3 Answers from the below options.

A. Leave a comment on the article
B. Mark the article as helpful or not helpful
C. Fill out an article quality checklist
D. Give a 1-5 star raiting
E. Fill our the knowledge quality survey

Answer 93

A. Leave a comment on the article
B. Mark the article as helpful or not helpful
D. Give a 1-5 star raiting

Explanation
An end-user can leave feedback about an article by giving a 1-5 star, marking the article as helpful or not helpful and leaving a comment on it.

Here are the UI components and their description:

 Helpful?: Provide feedback on an article by marking it as helpful or not. View a percentage value of how many other users found the article helpful.

 Rate this article: Rate a knowledge article.

 Click here to comment to this article: Add a comment to an article.

Question 94

What item in the Knowledge Management Service Portal displays articles with the highest percentage of users, marking them helpful?

A. Featured
B. Most Helpful
C. Most Useful
D. Most Viewed

Answer 94

C. Most Useful

Explanation
The Most Useful item in the Knowledge Management Service Portal displays articles with the highest percentage of users, marking them helpful.

The homepage displays links to the featured, most viewed, and most useful articles using several widgets.

The featured articles are displayed based on the keywords associated with the articles.

Most viewed and most useful articles are displayed based on the articles’ highest view and use count.

Question 95

What Visual Task Board type automatically updates the tasks when the respective cards are edited or change lanes?

A. Guided
B. List
C. Freeform
D. Flexible

Answer 95

A. Guided

Explanation
Guided boards can be created from a list and use the values of a specified field (e.g. State) as lanes. Tasks in the list are updated when cards are edited or change lanes on the Visual Task Board.

Flexible boards are also created from a list, but lane changes do not update underlying task data.

Freeform boards can act as your personal organizer to manage individual tasks of any kind. Lane changes do not update underlying task data.

Question 96

Which search feature can you use to narrow down search results in ServiceNow?

A. Containers
B. Platform Locators
C. Context Finder
D. Wildcard Characters

Answer 96

D. Wildcard Characters

Explanation
Wildcard characters can be used to help narrow down search results in ServiceNow.

Wildcard characters allow searching for patterns and variations.

To perform a single-character wildcard search, use the per cent sign (%) character. This wildcard finds words that contain any one character in place of the per cent sign character. For example, to find words such as text or test, search for te%t

To perform a multiple-character wildcard search, use the asterisk () character. This wildcard finds words that contain zero or more characters in place of the asterisk character. For example, to find words such as planned or placed, search for: pld

Question 97

What are the four access control rules that the system creates by default when a custom table is created? Select 4 Answers from the below options.

A. Create
B. Delete
C. Update
D. Write
E. Access
F. Read

Answer 97

A. Create
B. Delete
D. Write
F. Read

Explanation
When a custom table is created, the system creates four access control rules by default: create, delete, read, write.

Question 98

(Quebec) What do you create and use for a Virtual Agent or a Workspace notification that doesn’t have a content provider or some of the fields in the content provider are not present?

A. Shared Content
B. Default Content
C. Common content
D. Provider content

Answer 98

B. Default Content

Explanation
Use the default content for a notification that doesn’t have a content provider or if some of the information in the content created for a provider is not available.

Both shared content and provider content can be default content.

You can provide common notification content so that different notification channels can use the same generic content.

Question 99

What ServiceNow component would you use to see which Applications and Modules contain the word ‘Task’?

A. Favorites
B. Global search
C. Filter Navigator
D. Help Sidebar
E. Content frame

Answer 99

C. Filter Navigator

Explanation
The application navigator, or left navigation bar, provides access to all applications and the modules they contain, enabling users to find information and services quickly.

You would use the ‘Filter Navigator’ on the application navigator to see which Applications and Modules contain a keyword such as ‘Service’.

Question 100

ServiceNow can import data from which of the following external data source types when a valid transform map is available? Select 3 Answers from the below options.

A. CSV
B. REST
C. LDAP
D. OIDC
E. JSON

Answer 100

B. REST
C. LDAP
D. OIDC

Explanation
ServiceNow can import data from the following external data source types when a valid transform map is available:

JDBC, LDAP, OIDC, REST (IntegrationHub) and Custom (Load by Script).

Data sources are used to create an import set to be processed, if necessary, before being mapped onto a production table.

JSON and CSV are the different file formats for data import, but they are not the external data source types.

Question 101

What is created by default when you create a new table? Select 2 Answers from the below options.

A. A table-specific admin role
B. Dashboard to manage the table’s activity
C. Application Menu with the same name as the table label
D. Module with the plural of the table label

Answer 101

C. Application Menu with the same name as the table label
D. Module with the plural of the table label

Explanation
When you create a new table, an Application Menu with the same name as the table Label and a Module with the plural of the table Label is created by default.

Question 102

What are the 3 types of Flow Designer triggers? Select 3 Answers from the below options.

A. Role-based
B. Work-based
C. Application-based
D. Schedule-based
E. Record-based

Answer 102

C. Application-based
D. Schedule-based
E. Record-based

Explanation
The trigger specifies the conditions that start running the flow. When the trigger conditions are met, the system starts running the flow.

Flow Designer triggers can be record-based, schedule-based, or application-based.

Question 103

Notifications in the Now Platform occur through which of the following methods? Select 3 Answers from the below options.

A. Email
B. SMS
C. Workplace Chat
D. Virtual Agent
E. Meeting invitation

Answer 103

A. Email
B. SMS
E. Meeting invitation

Explanation
Notifications on the Now Platform occur through emails, SMS and meeting invitations.

You can select the type of notification you are creating: EMAIL or Meeting Invitation.

An email notification can also be sent as an SMS notification if the recipient has subscribed to the notification on an SMS channel.

The system uses the subject line of the email notification and converts it to an SMS message

Question 104

Which ServiceNow feature can be used to begin the creation of an application?

A. Configuration Management Database (CMDB)
B. Guided Application Creator
C. IntegrationHub
D. System Dictionary

Answer 104

B. Guided Application Creator

Explanation
The Guided Application Creator can be used to begin the creation of an application.

Guided Application Creator is the new way to set up applications on the Now Platform.

You can set up an application and use it right away. A developer can add more functions later.

Setting up an application in the Guided Application Creator involves:

• Creating an application record
• Defining user roles
• Designating data tables
• Designing the application for different user experiences

You can also use Guided Application Creator to create an application record and then configure it in Studio later.

Question 105

(Quebec) How can you access the local flow variables in the Flow Designer?

A. As help cards in the Help panel
B. As data pills in the data panel
C. As separate tabs on the home page
D. As new icons in the Flow Properties

Answer 105

B. As data pills in the data panel

Explanation
You can create variables, similar to Workflow scratchpad variables, that you can use and modify directly in your flow.

You can access local flow variables as data pills directly in the Data panel.

You can create variables with the Flow Variables option on the More Actions menu.

You can create several variables at a time by choosing a name and data type for each one.

Flow variables appear as data pills in the Flow Variables section of the Data panel.

Question 106

(Quebec) What table can provide you with the information to decide whether it is safe to delete a non-dependent CI relationship?

A. CI Relation Attributes [cmdb_rel_atributes]
B. CI Relationship Rollup [cmdb_rel_rollup]
C. CI/Group Relationship Type [cmdb_rel_group_type]
D. Relationship Sources [sys_rel_source]

Answer 106

D. Relationship Sources [sys_rel_source]

Explanation
Non-dependent relationships are not used for CI identification, and therefore can be deleted if no longer needed.

CMDB tracks source information for non-dependent relationships, such as the source name and last scanned time, in the Relationship Sources [sys_rel_source] table.

You can use the Information in that table to decide whether it is safe to delete a non-dependent relationship.

For example, a discovery source that is attempting to delete a non-dependent relationship can confirm the following:

• There are no other data sources for that relationship.
• The relationship was not updated for some specified length of time and therefore is no longer needed and is safe to delete.

Dependent relationships are used for CI identification. Therefore they should not be directly deleted, and they are not tracked.

Question 107

Under which Report Designer tab can you define the report grouping?

A. Style
B. Type
C. Data
D. Configure

Answer 107

D. Configure

Explanation
You can define the report grouping under the Configure tab.

You can choose colours, title and chart properties under the Style tab.

You can select the visualisation format under the Type tab.

You can enter a Report name, Source type, table, or data source under the Data tab.

Question 108

Which application provides a centralised location for creating, categorising, viewing, and governing information related to the flow of work through ServiceNow?

A. Knowledge Management
B. Data Separation
C. Configure Management
D. Performance Analytics

Answer 108

A. Knowledge Management

Explanation
Knowledge management provides a centralised location for creating, categorising, viewing, and governing information related to the flow of work through ServiceNow.

The ServiceNow Knowledge Management (KM) application enables the sharing of information in knowledge bases.

These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution.

Question 109

What is a stakeholder’s role in implementing and maintaining the CMDB?

A. Identify necessary reports showing CI health for related departments
B. Create a go-forward strategy for configuration management responsibilities
C. Import CI data, such as name, source and relationships
D. Determine specific CI information required to support capabilities and build organizational buy-in

Answer 109

D. Determine specific CI information required to support capabilities and build organizational buy-in

Question 110

What is a stakeholder’s role in implementing and maintaining the CMDB?

A. Identify necessary reports showing CI health for related departments
B. Create a go-forward strategy for configuration management responsibilities
C. Import CI data, such as name, source and relationships
D. Determine specific CI information required to support capabilities and build organizational buy-in

Answer 110

D. Determine specific CI information required to support capabilities and build organizational buy-in

Explanation
You will need to involve the right stakeholders to determine the specific CI information required to support these capabilities and build organisational buy-in.

This stakeholder group should include the process owner, process manager, and other subject matter experts for each of the processes.

Question 111

Which of the following are a true statement about the admin role? Select 3 Answers from the below options.

A. To grant the admin role to a user, the granting user must also have the admin role
B. Non-Admin users cannot add a user to a group that contains the admin role
C. A user with only the admin role accont grant the security_admin role to other users.
D. A user with only the user_admin role can grant the admin role to other users
E. A non-admin user with only the security_admin role can add a user to a group that contains the security_admin role.

Answer 111

A. To grant the admin role to a user, the granting user must also have the admin role
B. Non-Admin users cannot add a user to a group that contains the admin role
C. A user with only the admin role accont grant the security_admin role to other users.

Explanation
Non-admin users cannot add a user to a group that contains the admin role.

A user with only the admin role cannot grant the security_admin role to other users.

To grant the admin role to a user, the granting user must also have the admin role.

A user with only the user_admin role cannot grant the admin role to other users.

To grant the security_admin role to a user, the granting user must also have the admin role and elevate the security_admin role before granting the security_admin role to other users.

Question 112

Which form view is displayed when clicking on the reference icon of a field in a form?

A. Service Portal
B. Self service
C. sys_popup
D. VTB

Answer 112

C. sys_popup

Explanation
On forms, the reference icon (i) appears by populated reference fields. Clicking the icon opens a read-only preview of the referenced record.

Use a table’s sys_popup form view to configure the pop-up form fields that appear when pointing to a reference icon.

If the table has no sys_popup view, the pop-up uses the default view.

Note: When using a reference icon in Service Portal, a form opens using the form’s default view rather than a popup view.

Question 113

Which of the following are a true statement about user impersonation? Select 2 Answers from the below options.

A. Administrators can impersonate other authenticated users but cannot view impersonation logs.
B. When impersonating amother user, the administrator does not have the same access as the impersonated user.
C. The impersonation option is not visible in the mobile view of the platform.
D. Users with impersonator role cannot impersonate admin users.

Answer 113

C. The impersonation option is not visible in the mobile view of the platform.
D. Users with impersonator role cannot impersonate admin users.

Explanation
Administrators can impersonate other authenticated users for testing purposes and view impersonation logs.

The impersonation option is not visible in the mobile view of the platform.

When impersonating another user, the administrator can access exactly what that user can access in the system.

Users with the impersonator role cannot impersonate users with the admin role.

Question 114

What actions can you do with Flow Designer? Select 3 Answers from the below options.

A. Duplicate an action or subflow within a flow
B. Look up and delete multiple existing records as a single action
C. Test a flow, subflow or action in the background
D. Define when the flow is performed

Answer 114

A. Duplicate an action or subflow within a flow
C. Test a flow, subflow or action in the background
D. Define when the flow is performed

Explanation
With Flow Designer, you can look up and delete multiple existing records as a single action, duplicate an action or subflow within a flow and test a flow, subflow, or action in the background.

‘Delete Multiple Records step’ allows you to look up and delete multiple existing records as a single action. Using this action removes the need to separately look up a list of records and then delete the list with For Each flow logic.

Use the ‘Run test in background’ option to test a flow, subflow, or action asynchronously in the background.

Testing a flow bypasses the flow trigger conditions to run it with sample data, which you provide—for example, testing a flow with a record ‘Created’ trigger causes the system to act as if the selected record was created.

Please note that with Flow Designer, you cannot define when the flow is performed.

Question 115

Which of the following is the primary way to interact with the applications and data in a ServiceNow instance?

A. Now Mobile
B. Service Portal
C. Now Platform UI
D. Workspace

Answer 115

C. Now Platform UI

Explanation
The primary way to interact with applications and data in a ServiceNow instance is through the classic Now Platform UI.

Question 116

What are the main sections when you are configuring email notifications? Select 3 Answers from the below options.

A. Who will receive
B. How to respond
C. How often to send
D. When to send
E. What it will contain

Answer 116

A. Who will receive
D. When to send
E. What it will contain

Explanation
‘When to send’, ‘Who will receive’ and ‘What it will contain’ are the 3 main sections when configuring an email notification.

Use the following tabs in the Notification form to configure an email notification:

• When to send: Conditions required to send the notification.
• Who will receive: Recipients of the notification.
• What it will contain: Contents of the notification.
• What Digest will contain: Contents of the email digest if the notification can be delivered in a digest.

Question 117

What CMDB table stores the basic attributes of all the configuration items?

A. CI Relationship [cmdb_rel_ci]
B. Base configuration Item [cmdb]
C. Configuration Item [cmdb_ci]
D. Configuration File [cmdb_ci_config_file]

Answer 117

C. Configuration Item [cmdb_ci]

Explanation
Configuration Item [cmdb_ci] table stores the basic attributes of all the configuration items.

Base Configuration Item [cmdb] is the base CMDB table for non-IT CIs.

CI Relationship [cmdb_rel_ci] contains CI relationship data.

Configuration File [cmdb_ci_config_file] is one of the CI types.

Question 118

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

A. UI Policy Action
B. Data Policy
C. UI Actions
D: Client Script

Answer 118

A. UI Policy Action

Explanation
Configure a UI policy action to instruct fields how to behave on a form when a UI policy is triggered.

Question 119

What is created when an order is placed for a catalogue item? Select 3 Answers from the below options.

A. A Requested item (RITM) record
B. A variable set
C. One or more Service Catalog Task (SCTASK) records
D. A variable
E. A Request (REQ) record

Answer 119

A. A Requested item (RITM) record
C. One or more Service Catalog Task (SCTASK) records
E. A Request (REQ) record

Explanation
A Request (REQ) record, a Requested Item (RITM) record and one or more Service Catalog Task (SCTASK) records are created when an order is placed for a catalogue item.

Question 120

What are the two options to define the fulfilment process for a service catalogue item? Select 2 Answers from the below options.

A. Roadmap
B. Workflow
C. Flow
D. Plan

Answer 120

B. Workflow
C. Flow

Explanation
Flow and Workflow are the two options to define the fulfilment process for a service catalogue item.

Question 121

Select the report visualisation types that can be generated from a list of records—select 2 Answers from the below options.

A. Single score
B. Bar Chart
C. Line Chart
D. Pie Chart

Answer 121

B. Bar Chart
D. Pie Chart

Explanation
You can create reports right from a list. Just right-click a column label to generate a bar chart or a pie chart report.

Report data is grouped by the column you click. If the list was filtered, the report only includes the filtered data.

Question 122

Which of the following applications is available to all users?

A. Facilities
B. Self-Service
C.Incident
D. Change

Answer 122

B. Self-Service

Explanation
Self-Service is available to all users in ServiceNow.

The Self-Service application gives supported end-users a clean, simple front end to their IT support organisation.

By default, the Self-Service application provides access to common actions, such as viewing your homepage, accessing the Service Catalog, viewing knowledge articles, working with incidents, and taking surveys.

Question 123

What are the different Schema relationship types that are supported for tables? Select 4 Answers from the below options.

A. Extended by
B. Depended by
C. Extending
D. Depending
E. Referencing
F. Referenced by

Answer 123

A. Extended by
C. Extending
E. Referencing
F. Referenced by

Explanation
The 4 different Schema relationship types supported for tables are: Referenced by, Referencing, Extended by and Extending.

Question 124

What are the different Schema relationship types that are supported for tables? Select 4 Answers from the below options.

A. Extended by
B. Depended by
C. Extending
D. Depending
E. Referencing
F. Referenced by

Answer 124

A. Extended by
C. Extending
E. Referencing
F. Referenced by

Explanation
The 4 different Schema relationship types supported for tables are: Referenced by, Referencing, Extended by and Extending.

Question 125

What are the different types of Client Scripts that are supported in ServiceNow? Select 4 Answers from the below options.

A. OnCellEdit()
B. OnSave()
C. OnLoad()
D. OnSubmit()
E. OnDelete()
F. OnChange()

Answer 125

A. OnCellEdit()
C. OnLoad()
D. OnSubmit()
F. OnChange()

Explanation
The different types of Client Scripts that are supported in ServiceNow are:

OnLoad(), OnChange(), OnSubmit() and OnCellEdit().

 onLoad(): runs when the system first renders the form and before users can enter data. Typically, onLoad() client scripts perform client-side-manipulation of the current form or set default record values.

 onSubmit(): runs when a form is submitted. Typically, onSubmit() scripts validate things on the form and ensure that the submission makes sense. An onSubmit() client script can cancel form submission by returning a value of false.

 onChange(): runs when a particular field value changes on the form. The onChange() client script must specify these parameters.

 onCellEdit(): runs when the list editor changes a cell value. The onCellEdit() client script must specify these parameters.

Question 126

What can be used to extend the Flow Designer to call 3rd party systems such as automating Microsoft Services and infrastructure using PowerShell and REST?

A. Third Party Import Maps
B. Workflow
C. REST API Explorer
D. IntegrationHub

Answer 126

D. IntegrationHub

Explanation
Use IntegrationHub to extend the Flow Designer to call 3rd party systems such as automating Microsoft Services and infrastructure using PowerShell and REST.

Use custom actions to delegate Flow Designer processes to a MID Server in your network. For example, actions that use the PowerShell step or REST step.

Question 127

What variable type should be used to allow uploading an attachment from a question in a catalogue item?

A. URL
B. Attachment
C. HTML
D. Reference

Answer 127

B. Attachment

Explanation
When submitting a catalogue item request, you can upload an attachment for a question of the item defined as a variable with the Attachment type.

After you upload the attachment, you can also download, update, and delete it. Even when fulfilling the request, you can download, update, and delete the attachment in a requested item or catalogue task.

You can specify restrictions for file size and extensions using the max_file_size and allowed_extensions variable attributes.

Question 128

What are the typical Tier 2 support tasks that virtual agents can perform so that the support agents can focus on more complex user issues? Select 3 Answers from the below options.

A. Answering FAQ’s
B. Providing how-to information
C. Performing diagnosis
D. Translating languages

Answer 128

A. Answering FAQ’s
B. Providing how-to information
C. Performing diagnosis

Explanation
Typical Tier 2 support tasks that virtual agents can perform include:

• Answering FAQs
• Providing tutorial (‘how to’) information
• Querying or updating records, for example, to get status on cases or incidents
• Gathering data, such as attachments, for the live agent
• Performing diagnostics
• Resolving multi-step problems

Automating these support tasks with a virtual agent frees your support agents to focus on more complex user issues and enables you to scale your support organisation accordingly.

Virtual Agent does not provide translation services and is not used to translate languages.

Question 129

Which of the following are Data management plugins? Select 3 Answers from the below options.

A. Schema map
B. Database Rotatios
C. Data Archiving
D. Many to Many task relations
E. Table cleaner

Answer 129

B. Database Rotatios
C. Data Archiving
D. Many to Many task relations

Explanation
Data archiving, Database Rotations, and Many to Many task relations are the 3 Data Management Plugins.

Schema map, Data dictionary table and Table cleaner are the tools that can help manage data within the instance.

• Data archiving: Provides the ability to archive records to minimise performance issues.
• Database Rotations: Provides tools for managing large tables to minimise performance issues.
• Many to Many task relations: Provides the ability to define many-to-many relationships between task tables.

Question 130

Which role can switch their form view?

A. service_viewer
B. view_changer
C. personalize_form
D. task_editor

Answer 130

B. view_changer

Explanation
Users with the ‘view_changer’ role can switch their form view.

‘task_editor’ can edit protected task fields.

‘personalize_form’ can personalise forms, and

‘service_viewer’ provides access to read all services and offerings.

Switching views submits the form, which saves all changes and triggers any onSubmit client scripts that apply.

You cannot switch form views on a new form that has not been saved yet.

When a user switches views, the selected view is saved as a user preference, so the user sees the same view by default when the form opens.

To switch between form views, click the context menu at the left side of the form header, and then select Views > [Desired View]:

Question 131

Which script runs when a record is displayed, inserted, updated, deleted or when a table is queried?

A. Client Script
B. UI Policy
C. Data Policy
D. Business Rule

Answer 131

D. Business Rule

Explanation
A business rule is a server-side script that runs when a record is displayed, inserted, updated, or deleted or when a table is queried.

Use business rules to accomplish tasks like automatically changing values in form fields when certain conditions are met or to create events for email notifications and script actions.

Question 132

The CMDB is the authoritative source of what information? Select 3 Answers from the below options.

A. Owner
B. Support group
C. Contact
D. Server log files
E. Contents of all server and application configuration files

Answer 132

A. Owner
B. Support group
C. Contact

Explanation
The CMDB is the authoritative source of some information, including Support group, Contact and Owner.

The CMDB is not the authoritative source of all information, such as Contents of all server and application configuration files and server log files.

Question 133

What is selected on the Now Platform to impersonate another user?

A. User menu
B. System settings
C. Magnifying glass
D. Application navigator

Answer 133

A. User menu

Explanation
The User menu in the Banner frame is selected to impersonate another user.

Role required: impersonator.

Procedure to impersonate a user in UI16:

1) In the banner frame, click your user name to open the user menu.

2) Select the Impersonate User. The Impersonate User dialogue box appears.

3) Select a user from the Recent Impersonations list or enter a different user’s name in the user selection field.

4) To return to your original login, follow these same steps, then select your name from the list or terminate impersonation.

Question 134

Lists provide context menus at three different levels. What are the names of those context menus? Select 3 Answers from the below options.

A. List description menu
B. List column context menu
C. List filter context menu
D. List title menu
E. List fields context menu

Answer 134

B. List column context menu
D. List title menu
E. List fields context menu

Explanation
Context menus (also called right-click menus) provide three different levels of the list control.

Three different list control levels are ‘list title menu’, ‘list column context menu’ and ‘list fields context menu’.

List description menu and list filter context menus do not exist on the platform.

Question 135

How do you embed report visualisations in the body of scheduled report emails?

A. Drag and drop images to the body section
B. Select Embedded PNG
C. Include them as attachments
D. Insert the report links

Answer 135

B. Select Embedded PNG

Explanation
You can select Embedded PNG to embed the report visualisation in the body of the email.

Large images are scaled to fit the email.

Question 136

What of the following roles cannot be delegated? Select 2 Answers from the below options.

A. itil
B. user_admin
C. admin
D. role_delegator

Answer 136

C. admin
D. role_delegator

Explanation
By default, the following roles cannot be delegated:

admin, public, nobody and role_delegator (a user with the role_delegator role cannot delegate this role to other group members).

Question 137

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?

A. Common Services Data Model (CSDM)
B. Information Technology Service Management (ITSM)
C. Configuration Management Database (CMDB)
D. Information Technology Infrastructure Library (ITIL)

Answer 137

A. Common Services Data Model (CSDM)

The CSDM is a standardized and shared set of service-related definitions across ServiceNow products and platforms. It enables and supports true service level reporting by providing a common framework for organizing and categorizing data related to services. It allows for consistent and unified reporting across different ServiceNow applications and modules.

Question 138

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?

A. The Service Desk > My Groups Work list shows active work tasks that are not yet assigned.
B. The manager does not have the itil role.
C. The manager is not a member of the Service Desk group.
D. The manager is not a member of the Network and Hardware groups.
E. The Assignment Group manager field is empty.

Answer 138

D. The manager is not a member of the Network and Hardware groups.

The Service Desk > My Groups Work list displays tasks that are assigned to the groups the manager belongs to. Since the manager is responsible for the Network and Hardware assignment groups, they need to be a member of those groups to see the tasks assigned to them.

Question 139

What do you need to do before you can use an Application-based trigger in your flow?

A. Activate application trigger spoke
B. Activate trigger security rules
C. Activate application spoke, and plug-ins as needed
D. Assign Application trigger role [sn_app_trigger_write] to SME
E. Activate application plugins only

Answer 139

Before using an Application-based trigger in a flow, you need to do the following:

C. Activate application spoke, and plug-ins as needed

To enable an Application-based trigger, you need to activate the application spoke, which is the integration point for that particular application. Additionally, you may need to activate any required plug-ins associated with the application to ensure its functionality is available.

Question 140

The ServiceNow platform includes which types of interfaces? (Choose three.)

A. Now Mobile Apps
B. Agent Control Center
C. Back Office Dashboard
D. Service Portals
E. Now Platformֲ® User Interfaces
F. Field Service Taskboard

Answer 140

A. Now Mobile Apps
D. Service Portals
E. Now Platform® User Interfaces

These three options represent different interfaces available in the ServiceNow platform:

Now Mobile Apps provide mobile access to ServiceNow features and functionalities.
Service Portals offer a self-service portal for users to access and interact with various services and information.
Now Platform® User Interfaces refer to the standard user interfaces provided by the ServiceNow platform, including the web-based interface for administrators, developers, and end-users.

Question 141

Which of the following are not included in an Update Set, by default? (Choose four.)

A. Homepages
B. Data
C. Published Workflows
D. Business Rules
E. Schedules
F. Database changes
G. Related Lists
H. Report Definitions
I. Scheduled Jobs
J. Client Scripts K. Views

Answer 141

B. Data
E. Schedules
I. Scheduled Jobs
F. Database changes

Question 142

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.)

A. Select Fields and Columns module
B. Right click on form header, select Configure > Form Layout
C. Click on context menu, select Configure > Form Designer
D. Select Field Class Manager module

Answer 142

B. Right click on form header, select Configure > Form Layout
C. Click on context menu, select Configure > Form Designer

Option B allows you to access the form layout configuration by right-clicking on the form header and selecting the appropriate option. From there, you can add a field to the form.

Option C provides access to the Form Designer through the context menu. With the Form Designer, you can customize the form layout, including adding new fields to the form.

Question 143

Which ServiceNow resource is a framework that ensures the data your ServiceNow application requires maps correctly to the appropriate CMDB tables?

A. Common Service Data Model (CSDM)
B. Service Mapping Utility (SMU)
C. Service Schema Map (SSM)
D. CMDB Class Manager (CMDBCM)
E. CI Class Manager (CICM)

Answer 143

A. Common Service Data Model (CSDM)

The Common Service Data Model (CSDM) in ServiceNow is a framework that ensures the data in your ServiceNow application maps correctly to the appropriate CMDB tables. It provides a standardized and shared set of service-related definitions across ServiceNow products and platform. The CSDM helps in organizing and categorizing data related to services, ensuring accurate mapping and alignment with CMDB tables.

Question 144

What do you activate when you want to add applications or functionality within your development instance?

A. App Package
B. Updated Pack
C. Patch
D. Plugin
E. App Updated Set

Answer 144

D. Plugin

A plugin in ServiceNow is a self-contained package that provides additional applications, features, or functionality. Plugins allow you to extend the capabilities of the ServiceNow platform without modifying the underlying code. By activating a plugin, you enable the associated application or functionality within your instance.

Question 145

What field contains a record’s 32-character, unique identifier?
A. sn_rec_id
B. rec_id
C. u_id
D. sys_id
E. sn_gu_id
F. sn_sys_id
G. id

Answer 145

D. sys_id

Question 146

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?

A. Create Record Producer and use the Available For list to specify First Line [sn_first_line] role
B. Create Catalog Item and use the Not Available list to specify the Manager Group
C. Create Catalog Item and use the Available For list to specify ITIL [itil] role
D. Create Order Guide and use the User Criteria list to specify First Line [sn_first_line] role

Answer 146

B. Create Catalog Item and use the Not Available list to specify the Manager Group

Question 147

What is used frequently to move customizations from one instance to another?
A. Update Sets
B. Code Sets
C. Update Packs
D. Configuration Logs
E. Remote Sets
F. Local Sets
G. Code Packs

Answer 147

A. Update Sets

Question 148

What icon do you use to change the label on a Favorite?
A. Clock
B. Hamburger
C. Pencil
D. Three dots
E. Triangle.
F. Star

Answer 148

C. Pencil

Question 149

What needs to be specified, when creating a Business Rule? (Choose four.)
A. UI action
B. Table
C. Fields to update
D. Who can run
E. Script to run
F. Application scope
G. Update set
H. Timing
I. Condition to evaluate

Answer 149

B. Table
E. Script to run
H. Timing
I. Condition to evaluate

Question 150

What feature can track the amount of time that a task has been open, to ensure that tasks are completed within an allotted time?

A. Task Escalation Clock
B. Service Level Agreements
C. Inactivity Monitor
D. Response Time Clock
E. Business Time Remaining

Answer 150

B. Service Level Agreements

Question 151

What is a quick way to create a report from a list view?

A. Click on filter breadcrumb, drag and drop on the Report > Create New module
B. Click Funnel, define filter conditions, click Create Report
C. Click Context Menu, select Create Report
D. Apply filter, right click on column header, select Bar Chart
E. Apply filter, right click on column header, select Create Report

Answer 151

D. Apply filter, right click on column header, select Bar Chart

Question 152

What import utility do you use when the field names on the import set match the name of the fields on the Target table?

A. Schema Mapping
B. Automatic Mapping
C. Mapping Assist
D. Mapping Dashboard

Answer 152

B. Automatic Mapping

When the field names on the import set match the field names on the target table, ServiceNow’s Automatic Mapping feature can be used. It automatically maps the fields from the import set to the corresponding fields on the target table based on the field names. This saves time and effort by eliminating the need for manual field mapping.

Option A (Schema Mapping) is not the correct option in this scenario. Schema Mapping is used when the field names on the import set do not match the field names on the target table, and you need to manually map the fields.

Option C (Mapping Assist) and Option D (Mapping Dashboard) are not the correct options either. These terms are not standard features or utilities in ServiceNow for mapping fields during the import process.

Question 153

As an IT employee what interface would you use, if you wanted to browse internal IT documentation, like troubleshooting scripts and FAQs?

A. Knowledge
B. ServiceNow Wiki
C. Knowledge Now
D. SharePoint
E. Stack Overflow

Answer 153

A. Knowledge

In ServiceNow, the Knowledge interface provides access to a knowledge base where internal IT documentation, articles, troubleshooting scripts, FAQs, and other relevant information are stored. It serves as a centralized repository for capturing and sharing knowledge within an organization. IT employees can search and browse through the Knowledge interface to find the information they need for troubleshooting, reference, or self-service support.

Question 154

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?

A. Have them clear their cache.
B. Have them use the gear icon to set the employee’s time zone.
C. Recommend they use Chrome, instead of Explorer.
D. Use the system properties to correct the instance’s time zone.
E. Have them correct the time zone on their computer.

Answer 154

B. Have them use the gear icon to set the employee’s time zone.

Question 155

What are three security modules often used by the System Administrator? (Choose three.)

A. System Properties > Security
B. Utilities > Migrate Security
C. System Security > Security
D. Self-Service > My Access
E. System Security > Access Control (ACL)
F. Password Management > Security Questions
G. System Security > High Security Settings

Answer 155

A. System Properties > Security
E. System Security > Access Control (ACL)
G. System Security > High Security Settings

Question 156

When testing a catalog item, having a manager approval flows, which of these best practices would you follow? (Choose three.)

A. Make sure the latest flows are activated.
B. Use the instance Incognito setting to quickly toggle between requester and approver.
C. Impersonate the requester to ensure the form works.
D. Make sure the requester’s user record has a manager specified.
E. Create and select your Testing Update Set, before starting the test cases.
F. Use your Admin account, so you can approve the items quickly.

Answer 156

A. Make sure the latest flows are activated.
C. Impersonate the requester to ensure the form works.
D. Make sure the requester’s user record has a manager specified.

A. Make sure the latest flows are activated: It is important to ensure that the approval flows associated with the catalog item are activated and up to date. This ensures that the correct approval processes and notifications are triggered during testing.

C. Impersonate the requester to ensure the form works: Impersonating the requester allows you to test the catalog item form from the perspective of the actual requester. This helps ensure that the form functions correctly and captures all the necessary information.

D. Make sure the requester’s user record has a manager specified: To accurately simulate the approval flow, it is crucial to ensure that the requester’s user record is configured with a manager assigned. This allows the approval process to follow the correct hierarchy and route the approval request to the designated manager.

Question 157

What is a no-code approach to control the mandatory or read-only state of a form field?
A. UI Action
B. Client Script
C. UI Script
D. UI Rule
E. UI Policy

Answer 157

E. UI Policy

Question 158

When moving multiple update sets at one time, what might you do to facilitate the move?
A. Batch
B. Verify
C. Test
D. Preview

Answer 158

A. Batch

Question 159

What is specified in an Access Control rule?
A. Groups, Conditional Expressions and Workflows
B. Table Schema, CRUD, and User Authentication
C. Object and Operation being secured; Permissions required to access the object
D. security_admin

Answer 159

C. Object and Operation being secured; Permissions required to access the object

Question 160

Which icon would you double click, to expand and collapse the list of all Applications and Modules? (old UI)

A. Star
B. Clock
C. Application
D. Funnel

Answer 160

C. Application

Question 161

What do you call any component that needs to be managed in order to deliver services?
A. CSDM Items
B. CMDB
C. Configuration item
D. Service Offerings
E. Asset

Answer 161

C. Configuration item

A configuration item (CI) is any component that needs to be managed in order to deliver services. It can be a hardware device, software application, documentation, or any other item that is part of the configuration of an IT service. CIs are typically tracked and managed in a Configuration Management Database (CMDB) to ensure accurate and up-to-date information about the configuration of IT services and their associated components.

Question 162

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?
A. Specify the Dept_Mgr role on the catalog content block
B. Add the Department Manager group to the catalog item’s user criteria
C. Add the Department Manager group to the catalog item’s ACL
D. Only publish the item in the HR service catalog
E. Use a Dept_Mgr ACL on the HR service catalog

Answer 162

B. Add the Department Manager group to the catalog item’s user criteria

The method to fulfill the requirement of making the service catalog item visible only to managers inside the HR Department is to add the Department Manager group to the catalog item’s user criteria.

By adding the Department Manager group to the user criteria of the catalog item, you ensure that only users belonging to that group, who are managers within the HR Department, will be able to see and access the catalog item.

Question 163

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?
A. Define the first condition; click AND button; define second condition; click Run
B. Define the first condition; click AND button; define second condition; press enter
C. Define the first condition; click OR button; define second condition; press enter
D. Define the first condition; click > icon on breadcrumb, define second condition; click Run
E. Define the first condition; click > icon on breadcrumb, define second condition; press ente

Answer 163

A. Define the first condition; click AND button; define second condition; click Run

Question 164

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?

A. Incident.Major_Incident
B. incident=>major_incident
C. incident<=>major_incident
D. incident||major_incident
E. incident.major_incident

Answer 164

E. incident.major_incident

In Access Control rules, the object name is constructed by concatenating the table name and the field name using a dot notation. Therefore, to refer to the Major Incident field in the Incident table, the object name would be “incident.major_incident”. This specifies that the rule applies to the Major Incident field within the Incident table.

Question 165

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?

A. Create one Catalog Item for HR Event Room Set Up and one for Facilities Event Room Set Up; then publish each to the appropriate Catalog.
B. Create one Catalog Item for Event Room Set Up; then publish to both Catalogs.
C. Create one Catalog Item for Event Room Set Up; then publish to the Parent Catalog, which is accessible to both HR and Facilities.
D. Create one Catalog Item for Event Room Set Up; then use ACLs to control access.

Answer 165

B. Create one Catalog Item for Event Room Set Up; then publish to both Catalogs.

By creating a single catalog item for event room set up and publishing it to both the HR and Facilities service catalogs, you can provide a centralized solution that can be accessed by both departments. This approach allows for consistent request and fulfillment processes while catering to the needs of both HR Onboarding coordinators and any employee in the company who requires room set up services.

Using one catalog item simplifies maintenance and ensures that any updates or changes to the form or task routing will be reflected in both catalogs. It also avoids duplicating efforts and allows for better visibility and management of the service.

Question 166

After finishing your work on High Security Settings, what do you do to return to normal admin security levels?
A. Select Normal role
B. Log out and back in
C. Use System Administration > Normal Security module
D. Select Global Update Set
E. End Impersonation

Answer 166

B. Log out and back in

After finishing your work on High Security Settings, the recommended step to return to normal admin security levels is to log out of the system and then log back in. This ensures that any temporary elevated privileges or settings associated with the High Security Settings are reverted back to the default admin security levels.

By logging out and back in, you start a fresh session with the regular admin security settings, allowing you to continue working with the normal access levels and permissions.

Question 167

What type of field allows you to look up values from one other table?
A. Reference
B. Verity
C. Options
D. Selections
E. Dot walk
F. Lookup

Answer 167

A. Reference

The type of field that allows you to look up values from one other table in ServiceNow is called a Reference field. A Reference field provides a way to establish relationships between tables by referencing a record in another table.

When configuring a Reference field, you specify the table that you want to reference, and the field allows users to search and select values from that referenced table. This enables you to establish relationships and link records between different tables, providing a way to retrieve and display related information.

Question 168

Which module would you use to create a new automation of business logic such as approvals, tasks, and notifications?

A. Process Automation > Flow Designer
B. Process Automation > Flow Administration
C. Process Automation > Workflow Editor
D. Process Automation > Process Flow
E. Process Automation > Active Flows

Answer 168

A. Process Automation > Flow Designer

To create a new automation of business logic such as approvals, tasks, and notifications in ServiceNow, you would use the “Process Automation > Flow Designer” module. Flow Designer is a powerful visual tool that allows you to design and create workflows, automate processes, and define the logic and steps involved in various business processes.

With Flow Designer, you can create custom flows by connecting activities, conditions, approvals, tasks, and notifications in a graphical interface. It provides a user-friendly way to define the flow of actions and decision points in a process, enabling you to automate and streamline business logic effectively.

Question 169

A department manager asks an analyst to build some reports. Where do you recommend the analyst start?

A. Report Dashboard > Create New
B. Reports > Getting Started
C. Performance Analytics > Reports
D. Self-Service > Reports
E. Reports > Create New

Answer 169

E. Reports > Create New

Question 170

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

A. Retrieve, Preview, Commit
B. Specify, Transform, Apply
C. Retrieve, Assess, Apply
D. Get, Test, Push
E. Pull, Review, Push

Answer 170

A. Retrieve, Preview, Commit

Question 171

When importing spreadsheet data into ServiceNow, in which step does the data get written to the receiving table?

A. Run Transform
B. Run Import
C. Import Dataset
D. Execute Transform
E. Schedule Transform

Answer 171

A. Run Transform

Question 172

What would you do, on a list, if you wanted to show the records in groups, based on the column category? (Choose two.)

A. On list Context Menu, select Group By > Category
B. On the Filter Menu, select Group By > Category
C. Click Group On icon, select Category
D. On Navigator Filter, type tablename.group.category and press enter
E. On the Category column title, click Context menu > Group By Category

Answer 172

A. On list Context Menu, select Group By > Category
E. On the Category column title, click Context menu > Group By Category

Question 173

Which collaboration tool is available from the banner, using the bubble icon?

A. Now Messenger
B. Agent Chat
C. Connect Chat
D. Collaborate Now
E. Live Feed

Answer 173

C. Connect Chat

Question 174

On the knowledge base record, which tab would you use to define which users are not able to write articles to the knowledge base?

A. Can Contribute
B. Cannot Author
C. Cannot Contribute
D. Cannot Write
E. Read Only

Answer 174

C. Cannot Contribute

Question 175

Which features allow you to update multiple records at one time? (Choose two.)

A. List Editor
B. Field Update Action
C. Bulk Record Update
D. Data Remediation Dashboard
E. Update Selected Action

Answer 175

A. List Editor
E. Update Selected Action

Question 176

Categories in the knowledge base, by default, can be created and edited by which knowledge workers? (Choose two.)

A. Knowledge Authors
B. Knowledge Contributors
C. Knowledge Controller
D. Knowledge Managers
E. Knowledge Category Managers
F. Knowledge Submitters
G. Knowledge Owners
H. Knowledge Taxonomy Owner

Answer 176

B. Knowledge Contributors
D. Knowledge Managers

Question 177

Which collaboration tool opens a sidebar and allows you to create new conversations with other ServiceNow users?

A. Skype Now
B. Collaborate Now
C. Agent Messenger
D. Agent Chat
E. Connect Chat

Answer 177

E. Connect Chat

Question 178

What module would you use if you wanted to view a list of all of the fields on the Incident table? (Choose two.)

A. Tables & Columns
B. Dictionary
C. Data Class Manager
D. Dictionary Dashboard
E. Database View
F. Schema

Answer 178

A. Tables & Columns
B. Dictionary.

Question 179

What component causes a flow to run after a record has been created or updated?

A. Date-based trigger
B. On-change trigger
C. Record-based trigger
D. Application-based trigger
E. Updated-date trigger

Answer 179

C. Record-based trigger

Question 180

What type of field is Boolean and appears as a check box?
A. Yes/No
B. True/False
C. On/Off
D. Binary
E. 0/1

Answer 180

B. True/False

Question 181

Which module is used to access the knowledge bases which are available to you?

A. Knowledge > Home
B. Self Service > Knowledge
C. Knowledge > All
D. Knowledge > Knowledge Bases
E. Knowledge > Overview

Answer 181

B. Self Service > Knowledge

Question 182

Which of the following are true statements about workflows? Select 3 Answers from the below options.

A. Only one published version exists in runtime for new contexts
B. Workflows are often published during workflow development
C. Multiple versions of a workflow can exist at the same time.
D. When a workflow is invoked, the current workflow definition is loaded into de workflow context.
E. The publised workflow excecutes for a developer who has checked out the workflow

Answer 182

A.Only one published version exists in runtime for new contexts
C. Multiple versions of a workflow can exist at the same time.
D. When a workflow is invoked, the current workflow definition is loaded into de workflow context.

Explanation
Multiple versions of a workflow can exist at the same time. However, only one published version of a workflow ever exists.

When a workflow is invoked, the current workflow definition is loaded into the workflow context.

The checked-out workflow executes for the developer who has the workflow checked out.

Workflows are typically not published until development is complete.

Question 183

Which of the following are true statements about portals? Select 4 Answers from the below options.

A. Page layouts are responsive to device type
B. Viewport size changes when a page is resized
C. Containers cannot be fluid layout.
D.Containers can be fixed layout.
E. Page layouts are responsive to screen resolution

Answer 183

A. Page layouts are responsive to device type
B. Viewport size changes when a page is resized
D.Containers can be fixed layout.
E. Page layouts are responsive to screen resolution

Explanation
Containers can be fluid layout.

When designing portals, think about the user experience you want for your users.

Should they have to scroll? Should widgets be resized? Should all widgets be shown at all resolutions and for all device types?

Question 184

Which of the following should you do before importing data into ServiceNow? Select 3 Answers from the below options.

A. Decide what to do with incomplete or erroneous data.
B. Understand the data you plan to import.
C. Delete all the existing target table records to avoid conflicts
D. Determine which source data maps to which target fields.

Answer 184

A. Decide what to do with incomplete or erroneous data.
B. Understand the data you plan to import.
D. Determine which source data maps to which target fields.

Explanation
Spending the time to define the import strategy before importing data saves time and effort.

Some of the activities you should do before importing data into ServiceNow are:

• Understanding the data you plan to import,
• Deciding what to do with incomplete or erroneous data, and
• Determining which source data maps to which target fields.

Removing or correcting unwanted records after importing can be tedious and time-consuming.

Question 185

Which of the following statements are true about Dashboards? Select 2 Answers from the below options.

A. Dashboards can contain widgets and tabs.
B. Applications are allowed to have only one Dashboard
C. Dashboards can have a maximum of four widgets.
D. All users can view all dashboards
E. Dashboards are configuresd using a drag and frop canvas.

Answer 185

A. Dashboards can contain widgets and tabs.
E. Dashboards are configuresd using a drag and frop canvas.

Explanation
Dashboards are configured using a drag and drop canvas and can contain widgets and tabs.

Applications usually have a Dashboard for each persona because different user types are interested in different information.

Dashboards can have as many widgets as needed to convey the required information from an application or process.

Access to Dashboards is restricted by role.

All users can see Dashboards that do not have a role assigned.

Question 186

What represents a standard and shared set of service-related definitions across the products and platform that will enable and support true service level reporting while providing prescriptive guidance on service modelling within the CMDB?

A. Configuration Management Database (CMDB)
B. Configuration Item (CI)
C. Configuration Management System (CMS)
D. Common Services Data Model (CSDM)

Answer 186

D. Common Services Data Model (CSDM)

Explanation
Common Services Data Model (CSDM) represents a standard and shared set of service-related definitions across the products and platform that will enable and support true service level reporting while providing prescriptive guidance on service modelling within the CMDB.

Question 187

When do onSubmit Client Scripts execute their script logic? Select 3 Answers from the below options.

A. When a user clicks the update button
B. When a user clicks the submit button
C. When a user clicks the lookup button on a reference field
D. When a user clicks the save menu item in the additional actions menu.
E. Whena user clicks the delete button.

Answer 187

A. When a user clicks the update button
B. When a user clicks the submit button
D. When a user clicks the save menu item in the additional actions menu.

Explanation
onSubmit Client Scripts execute their script logic whenever a user saves, submits, or updates a record in a form.

Question 188

Where can fulfillers navigate to find catalogue tasks assigned to them and their groups to fulfil requests? Select 2 Answers from the below options.

A. Service Desk > My Groups Work
B. Service Desk > My Work
C. Service Catalog > My Groups Work
D. Service Catalog > My Work

Answer 188

A. Service Desk > My Groups Work
B. Service Desk > My Work

Explanation
A process user navigates to Service Desk, and My Work or My Groups Work to locate catalogue tasks and assign them appropriately.

Question 189

Which of the following describes how to create a field on a table with Form Designer?

A. From the fields tab, drag the fields type onto the form and configure the field.
B. Click the new Field button in the form section and configure the field
C. From the field types tab, drag the field type onto the form and configure the field.
D. Double-click insert a new row.. in the form to enter details for the new field.

Answer 189

C. From the field types tab, drag the field type onto the form and configure the field.

Explanation
Use the Field Types tab to create fields in a table while adding them to the form.

Form sections do not have New Field buttons.

Use the Fields tab to add existing fields to the form.

Insert a new row… is used in the Columns form section of the Tables table to create fields.

Question 190

Which of the following can be used to create configuration items (CIs) in the CMDB? Select 3 Answers from the below options.

A. Creation via the incident management process
B. Creation via service catalog fulfillment processes
C. Creation triggered by asset management
D. Creation via the change manadement process

Answer 190

B. Creation via service catalog fulfillment processes
C. Creation triggered by asset management
D. Creation via the change manadement process

Explanation
Creating configuration items (CIs) in the CMDB can be done in the following ways:

1) Direct manual creation via the Configuration application modules.

2) Creation via service catalogue fulfilment processes.

3) Import from an external source.

4) Integration with 3rd party systems.

5) Automated discovery tool(s).

6) Creation triggered by asset management.

7) Creation via the change management process.

Question 191

Which of the following field types do have a one-to-many relationship? Select 3 Answers from the below options.

A. Name-Value Pairs
B. Choice Field
C. Document ID fields
D. Reference Fields
E. Glide List

Answer 191

C. Document ID fields
D. Reference Fields
E. Glide List

Explanation
Within a table, a field can hold a reference to a record on another table.

There are three one-to-many relationship fields:

• Reference Field: allows a user to select a record on a table defined by the reference field. For instance, the Caller field on the Incident table allows the user to select any record on the User table.
• Glide List: allows a user to select multiple records on a table defined by the glide list. For instance, the Watch list field on the Incident table allows the user to select records on the User table.
• Document ID Field: allows a user to select a record on any table in the instance. These fields are much less common, but one example is the Document field on the Translated Text [sys_translated_text] table.

Question 192

Which of the following are the different ways to create a favourite? Select 3 Answers from the below options.

A. Drag an indicidual record to the Favorites tab.
B. Select the star of its corresponding section.
C. Select the star of its corresponding aplication or module.
D. Select the personalisation gear icon.
E. Drag the breadcrumbs of a filtered list to the favorites tab

Answer 192

A. Drag an indicidual record to the Favorites tab.
C. Select the star of its corresponding aplication or module.
E. Drag the breadcrumbs of a filtered list to the favorites tab

Explanation
Favourites can be created by selecting the star of the corresponding application or module, dragging an individual record to the Favorites tab or dragging the breadcrumbs of a filtered list to the Favorites tab.

Question 193

What are the steps for applying an update set to an instance? Select 3 Answers from the below options.

A. Retrieve
B. Delete
C. Copy
D. Commit
E. Preview

Answer 193

A. Retrieve
D. Commit
E. Preview

Explanation
The steps to apply an update set to an instance or commit an update set are: retrieve, preview, and commit.

Manage how update sets store, retrieve, preview, and apply configuration changes between instances.

Administrators have the following options with update sets:

• Create an update set to store local changes.
• Select the current update set to store local changes.
• Commit an update set to prepare it for distribution.
• Report on the contents of update sets.
• Compare update sets to determine what differences they contain.
• Merge separate update sets into a single update set.
• Create an external file from an update set.
• Retrieve update sets from remote instances.
• Apply retrieved update sets.
• Back out changes applied from an update set.
• Set system properties related to update sets

Question 194

Which of the following are true regarding Flow Designer actions? Select 3 Answers from the below options.

A. Require script to develop
B. Represent reusable operations for use across multiple flows
C. Define when the flow is performed
D. Can be contained in a spoke
E. Provide the ability to build your own custom actions

Answer 194

B. Represent reusable operations for use across multiple flows
D. Can be contained in a spoke
E. Provide the ability to build your own custom actions

Explanation
Flows consist of a trigger and a sequence of actions.

Flow Designer actions represent reusable operations for use across multiple flows, can be contained in a spoke and provide the ability to build your own custom actions.

The trigger specifies the conditions that start running the flow. When the trigger conditions are met, the system starts running the flow. The trigger specifies the conditions that start running the flow. When the trigger conditions are met, the system starts running the flow.

Flow Designer does not require a script to develop.

Question 195

Which icon should you double-click to expand and collapse the list of all Applications and Modules?

A. Star
B. Pencil
C. Funnel
D. Clock
E. Application

Answer 195

E. Application

Explanation
You can collapse or expand the information in the application navigator to display only what you want to see.

You can double-click the Application icon to expand and collapse the list of all Applications and Modules.

Question 196

What is Configuration Item (CI)?

A. A set of tools and databases that are used to manage an organizations configuration data.
B. A database used to store configuration records throughout their lifecycle
C. Information that furher describes a CI such as a name, serial number or operating system
D. Components of an infrastructure required to deliver a product or service

Answer 196

D. Components of an infrastructure required to deliver a product or service

Explanation
Configuration Items (CIs) are the components of an infrastructure required to deliver a product or service.

Question 197

What type of service catalogue item is used to create an incident or raise an HR case?

A. Record Producer
B. Maintain a service
C. Order an item
D. Request a service

Answer 197

A. Record Producer

Explanation
The record producer is used to create an incident or raise an HR case, especially from the Service Portal.

A record producer is a specific type of catalogue item that allows end-users to create task-based records.

Use record producers to provide a better end-user experience instead of using the regular task-based form for creating records.

The look and feel of a record producer is similar to that of a catalogue item.

But the record producer generates a task record such as an incident instead of a requested item.

You can create a record producer for tables and database views in the same scope as the record producer.

You can also create a record producer for tables that allow creating access from applications in other scopes.

Question 198

Who can add or remove widgets in a dashboard? Select 3 Answers from the below options.

A. Users with report_admin role
B. Users with edit access to the dashboard
C. Ysers with dashboard_admin role
D. Dashboard owner
E. Users with view access to the dashboard

Answer 198

B. Users with edit access to the dashboard
C. Ysers with dashboard_admin role
D. Dashboard owner

Explanation
Dashboard owner, shared users with edit access, and dashboard admins have edit access on dashboards and can add or remove widgets in their dashboards.

Users with view access cannot make changes to a dashboard that is shared with them.

Report admins do not necessarily have access to a dashboard.

Question 199

To provide added security, no user can have both of the explicit roles. What are the two roles? Select 2 Answers from the below options.

A. snc_external
B. sn_si.external
C. sn_si.special_access
D. snc_internal

Answer 199

A. snc_external
D. snc_internal

Explanation
You can give both internal users and external users access to your instance. However, you might not want both types of users to have the same level of access. To provide added security, every user must have at least one role so that the instance can distinguish between internal and external users.

As of the Paris release, no user can have both explicit roles (snc_internal and snc_external). Groups and role containment cannot include both roles, either, since that would cause any group member or user assigned to such a group or such a role to have both roles automatically. The Now Platform aborts any operation that would create such a scenario.

External users must obtain, at a minimum, the snc_external role. The snc_external role indicates that the user is external to your organisation. They should not have any access to resources unless explicitly allowed through ACLs for the snc_external role or additional roles that inherit the snc_external role.

Question 200

What do each record and each field correspond to in a table?

A. Each record and field correspond to a row in a table.
B. Each record corresponds to a row in a table and each field to a column on that table
C. Each record and field corresponds to a column in a table.
D. Each record corresponds to a column in a table and each row on that table

Answer 200

B. Each record corresponds to a row in a table and each field to a column on that table

Explanation
Each record corresponds to a row on a table.

Each field on a record corresponds to a column on that table.

Applications use tables and records to manage data and processes, such as Incident, Problem, and CMDB.

Question 201

What do access control list rules specify? Select 2 Answers from the below options.

A. The relationship between the object and the operation
B. The operation required to access the object
C. The object and operation being secured
D. The permissions required to access the object

Answer 201

C. The object and operation being secured
D. The permissions required to access the object

Explanation
All access control list rules specify the object and operation being secured and the permissions required to access the object.

The object is the target to which access needs to be controlled.

Each operation describes a valid action the system can take on the specified object.

Question 202

Which of the following describe Tasks? Select 3 Answers from the below options.

A. Tasks are a repeatable process
B. Tasks leads to quicker resolution times.
C. Tasks can only be performed once.
D. Tasks minimise the possibility of human error.

Answer 202

A. Tasks are a repeatable process
B. Tasks leads to quicker resolution times.
D. Tasks minimise the possibility of human error.

Explanation
Tasks are repeatable processes that minimise the possibility of human error and lead to quicker resolution times.

Question 203

Which field type displays records from another table?

A. String
B. Choice
C. Attachments
D. Reference

Answer 203

D. Reference

Explanation
A Reference is the field type that displays records from another table.

For example, the Caller field on the Incident table is a reference to the User [sys_user] table.

When you define a reference field, the system creates a relationship between the two tables.

Adding a reference field to a form makes the other fields in the referenced table available to the form.

Question 204

Which source type should be used when creating a report from a dataset with predefined conditions?

A. Data source
B. Table
C. MetricBase
D. External import

Answer 204

A. Data source

Explanation
A Data Source defines a standard set of conditions for querying a particular table which can be reused in other reports.

To use an existing set of conditions, you select Data source as the Source type and then select the data source you need.

Question 205

Which of the following is an example of a base table that is extended but is not extending another table?

A. Incident [incident]
B. Business Service [cmdb_ci_service]
C. Task [task]
D. Change Request [change_request]

Answer 205

C. Task [task]

Explanation
Task [task] table is an example of a base table that is extended but is not extending another table.

Business Service [cmdb_ci_service] is extending the Configuration Item [cmdb_ci] table.

Incident [incident] and Change Request [change_request] are extending the Task [task] table.

Question 206

What is a good way to privately suggest an article revision to the knowledge manager from the Service Portal?

A. Edit article
B. Leave comments
C. Flag article
D. Rate artible

Answer 206

C. Flag article

Explanation
Flagging an article is a good way to privately suggest an article revision to the knowledge manager from the Service Portal.

Flagged comments do not appear on the Article View page.

Users with the admin, knowledge_admin, and knowledge_manager roles can access flagged articles by navigating to Knowledge > Articles > All Flagged.

Users with the knowledge role can access their flagged articles by navigating to Knowledge > Articles > My Flagged.

Article comments are visible to the readers.

Question 207

What types of records are NOT captured in an update set by default? Select 2 Answers from the below options.

A. Business rules
B. Tables
C. Content pages
D. Access control rules
E. Homepages

Answer 207

C. Content pages
E. Homepages

Explanation
Homepages and content pages are not added to update sets by default. Add pages to the current update set by unloading them.

You must manually add homepages and content pages to update sets before distribution.

Question 208

Which of the following are the UI actions in a form? Select 3 Answers from the below options.

A. Form access
B. Form links (related liks in a form)
C. Form context menu items (right click the header)
D. Form buttons
E. Form relationships

Answer 208

B. Form links (related liks in a form)
C. Form context menu items (right click the header)
D. Form buttons

Explanation
Form buttons, Form context menu items (right-click the header), and Form links (Related Links in a form) are some of the UI actions that can be set up in a form.

Question 209

What Flow Designer benefit corresponds to extending flow content by subscribing to IntegrationHub or installing spokes?

A. Repeatable
B. Centralised
C. Scalable
D. Robust

Answer 209

C. Scalable

Explanation
You can expand Flow Designer to communicate with external and third-party systems by requesting a separate subscription to IntegrationHub.

Scalability of Flow Designer allows extending flow content by subscribing to IntegrationHub or installing spokes.

Question 210

A user has the VIP field set to true on their User [sys_user] record. When that user is selected as the Caller on an incident, which of the following statements are true in a baseline platform configuration? Select 2 Answers from the below options.

A. The SLA workflow conditions for VIP trigger additional notifications to the manager of the assignment group.
B. A ‘VIP’ decoration is displayed next to the caller field
C. The priority field calculation is adjusted to increase priority by 1.
D. The user name is shown in red in the caller field.

Answer 210

B. A ‘VIP’ decoration is displayed next to the caller field
D. The user name is shown in red in the caller field.

Explanation
By default, the caller’s name will turn red, and a VIP icon will appear next to the Caller field when a user has the VIP field set to true on their User [sys_user] record.

Question 211

What is the minimum role required to subscribe or unsubscribe a CI?

A. cmdb_read
B. itil_admin
C. ecmdb_admin
D. itil

Answer 211

A. cmdb_read

Explanation
All of the above roles can subscribe or unsubscribe a CI; however, cmdb_read is the minimum role required.

Question 212

(Quebec) How do Data Classification support administrators and auditors? Select 2 Answers from the below options.

A. Track the creation, update, and deletion of all records in tables
B. Visualise the current sensitivity of data within the instance
C. Protect sensitive information by scrambling data
D. Help with privacy laws, security and compliance

Answer 212

B. Visualise the current sensitivity of data within the instance
D. Help with privacy laws, security and compliance

Explanation
Group data by type, using pre-defined or user-defined data classifications. If you have an assigned data classification administrator or auditor role, you can administer different data classes or visually analyse the current state of different data types within the instance.

Data Classification enables support for:

§ Visibility into the data types hosted on a Now Platform instance.

§ Compliance with privacy laws and meeting regulation requirements.

Encryption is the process of scrambling data so that only authorised parties can understand information. Use encryption to protect sensitive information.

Enabling auditing tracks the creation, update, and deletion of all records in the table.

Question 213

Which of the following is NOT a database setting on the Application Access section of a Table?

A. Can delete
B. Can write
C. Can create
D. Can update
E. Can read

Answer 213

B. Can write

Explanation
Can write is NOT a database setting on the Application Access section of a Table.

All the other options are the database settings on the Application Access section of a Table.

Application access settings determine whether one application can access resources from another application. They are similar to access controls (ACLs) in that they allow you to restrict access to certain resources. Still, instead of restricting tables and records from users, they restrict applications resources from other applications.

Question 214

Who is able to contribute if no User Criteria is specified for ‘Can Contribute’ in a Knowledge Base?

A. All users
B. Knowledge base Managers
C. No one
D. User criteria admins

Answer 214

B. Knowledge base Managers

Explanation
If no User Criteria is specified for ‘Can Contribute’, only the Knowledge Base Owner and Knowledge Base Managers are able to contribute.

Question 215

What role is required to create and edit Access Controls?

A. admin
B. security_admin
C. security
D. elevated_admin
E. elevated_security

Answer 215

B. security_admin

Explanation
security_admin role is required to create and edit Access Controls.

Admin alone is not sufficient to edit Access Controls.

Users with the security_admin role need to use the Elevate Roles menu item in the User menu before creating and editing Access Controls.

Question 216

Which field data type adds a report to a form?

A. Percent Complete
B. Link
C. Chart
D. PDF
E. Decimal

Answer 216

C. Chart

Explanation
Using Chart data type, users can add a report to a form.

Question 217

What value does a Business Rule Condition field return if the field is empty?

A. NULL
B. FALSE
C. TRUE
D. Nothing
E. –

Answer 217

C. TRUE

Explanation
If there is no value in the Condition field, the field returns true.

Business Rule scripts only execute their script logic if the Condition field returns true.

Question 218

Which field on a Configuration Item (CI) record may be used to route Incidents to the appropriate group to resolve CI related incidents quickly?

A. Assignment group
B. Support Group
C. Managed by
D. Change control

Answer 218

B. Support Group

Explanation
Support Group field on a Configuration Item (CI) can be used to route Incidents to the appropriate group to resolve Incidents related to the CI quickly.

Question 219

Which of the following is a true statement about importing data into ServiceNow?

A. Every date ield has to be mapped
B. Every import must have at least one transform map
C. Every transform map must have at least one coalesce field.
D. Every staging table can be used one.
E. Every application has one staging table

Answer 219

B. Every import must have at least one transform map

Explanation
Every import must have at least one Transform Map.

Coalescing before transforming is recommended in imports with duplicate records in the target table where duplicates are not desired. However, coalescing is never required.

Developers can reuse staging tables.

Not all applications have imported data, so staging tables are not part of every application.

The fields of all other data types do not have to be mapped; developers do not need to import all columns from the staging table.

Question 220

At what levels can User Criteria be used in Knowledge Management to control who can read and contribute? Select 3 Answers from the below options

A. Knowledge article
B. Knowledge base
D. Knowledge block
E. Knowledge category

Answer 220

A. Knowledge article
B. Knowledge base
D. Knowledge block

Explanation
User Criteria control who can read and contribute and are available at Knowledge Base, Knowledge Article, and Knowledge Block levels.

Question 221

Which of the following are captured in an update set? Select 3 Answers from the below options

A. Roles
B. Tasks
C. Fields
D. Views
E. Schedules

Answer 221

A. Roles
C. Fields
D. Views

Explanation
Process records such as Business Rules, Client Scripts, Fields, Forms and Form Sections, Report Definitions, Tables, Views, Roles, and Published Flows are captured in an update set.

Data such as New Data Records, Modified Data Records, Tasks, Modified CIs, new Users and Groups, Schedules, Scheduled Jobs and Homepages (if not manually added) are not captured in an update set.

Question 222

Which of the following does each flow consist of, as a minimum, in Flow Designer? Select 2 Answers from the below options.

A. Subflow
B. Action
D. Trigger
E. Flow logic

Answer 222

B. Action
D. Trigger

Explanation
Each flow in Flow Designer consists of a trigger and one or more actions.

A trigger starts a flow when the conditions of the trigger are met.

Actions are the Flow Designer operations, such as looking up a record, updating a field value, requesting an approval, or logging a value.

Question 223

(Quebec) What application/functionality allows you to generate a report by entering a query instead of going through the full Report Designer menu?

A. Provess Automation Designer
B. Virtual Agent
C. Analytics Q&A
D. Performance Analytics

Answer 223

C. Analytics Q&A

Explanation
You can generate a report by entering a query instead of going through the full Report Designer menu.

You can enter a question on the Report Designer form, and Analytics Q&A generates a report.

Analytics Q&A gives you a choice of data sources and picks an appropriate visualisation.

Analytics Q&A requires Natural Language Query (NLQ) and supports multiple languages.

Note: Analytics Q&A is not available when using Microsoft Internet Explorer.

Question 224

Which of the following CI class is not included in the search results for configuration items, affected CIs, or impacted services within an Incident record?

A. Service offering
B. Business Service Group
C. Application service
D. Business application

Answer 224

A. Service offering

Explanation
Enter service offerings in the Service Offering field on an Incident record to see the service offerings affected by the incident in the Service Offerings related list.

Now that you can search and view service offerings separately, they are no longer included in the search results for configuration items, affected CIs, or impacted services.

Question 225

What does each column in the list interface correspond to?

A. A table
B. A property
C. An attribute
D. A field

Answer 225

D. A field

Explanation
Each column in the list interface corresponds to a field on the table.

However, the list does not necessarily display all fields from the table.

Question 226

Which Common Service Data Model (CSDM) domain does Business Capability reside in?

A. Design
B. Sell/Consume
C. CMDB
D. Physical

Answer 226

A. Design

Explanation
Business Capability resides in the Design domain of the Common Service Data Model (CSDM).

Question 227

What file formats are available when exporting currently displayed records in a list? Select 3 Answers from the below options.

A. DAT
B. JSON
C. CSV
D. TXT
E. XML

Answer 227

B. JSON
C. CSV
E. XML

Explanation
With Export, you can save all currently displayed records and columns in a list in several formats, like Excel, CSV, XML, JSON or PDF.

DAT and TXT are not in the list of available file formats when exporting currently displayed records in a list.

Question 228

Which of the following business needs can be addressed by Flow Designer? Select 3 Answers from the below options.

A. To integrate with 3rd party systems
B. To orchestrate business process across services with little technical user knowledge.
C. To enhance processes using a ServiceNow instance that is running Jakarta or prior.
D. To reduce technical debt, such as reduce scripiting to simplify upgrades and deployments.
E. To redevelop existing logic already built using the servicenow workflow editor.

Answer 228

A. To integrate with 3rd party systems
B. To orchestrate business process across services with little technical user knowledge.
D. To reduce technical debt, such as reduce scripiting to simplify upgrades and deployments.

Explanation
Flow Designer can be used to:

• orchestrate business processes across services with little technical user knowledge,
• reduce technical debt, such as reduce scripting to simplify upgrades and deployments, and
• integrate with 3rd party systems.

It is not suitable for existing logic already developed using the ServiceNow workflow editor and for the ServiceNow Instance running Jakarta or prior.

Question 229

Which of the following definitions corresponds to Service Catalogue?

A. Products places in the shopping cart
B. A costumised interface used to build and submit an order
C. It contains a collection of orderable products and services
D. A collection of one or more ordered items

Answer 229

C. It contains a collection of orderable products and services

Explanation
Service Catalogue contains a collection of orderable products and services.

Service Portal is a customised interface used to build and submit an order.

Service Catalogue Request is a collection of one or more ordered items.

Requested Items are products placed in the shopping cart.

Question 230

Which of the following are possible outcomes when coalescing detects a match between a record in the staging table and a record in the target table? Select 2 Answers from the below options.

A. Keep the record already in the target table
B. Overwrite the record in the target table with the source data.
C. Create duplicate records.
D. Stop the import and delete te previously imported records
E. Halt the import and ask the user what to do.

Answer 230

A. Keep the record already in the target table
B. Overwrite the record in the target table with the source data.

Explanation
When coalescing detects a match between a record in the staging table and a record in the target table, a possible outcome could be keeping the record already in the target table or overwriting the record in the target table with the source data.

Once the Transform Map begins execution, the import continues running until every staging table record has been inserted into the target table, updated, ignored, or skipped.

Imports never stop mid-way through running to request user intervention or delete previously imported records.

Question 231

What is the minimum role required to create incident templates so you can create incidents for similar issues quickly?

A. itil
B. admin
C. itil_admin
D. template_editor_global

Answer 231

A. itil

Explanation
A user with the itil role can create their own templates for incidents they log frequently.

An administrator or user with the template_editor_global role can create templates that are available to everyone.

An administrator can enable the global option for any personal template that a user creates so that all other users can access the template.

ESS users typically log incidents using a record producer in the service catalogue.

A template can be used to create an incident record producer.

The template automatically populates fields in the incident form.

Question 232

Which content type is NOT tracked in the history tab within the Application Navigator?

A. UI Pages
B. Lists
C. Records
D. Homepages

Answer 232

A. UI Pages

Explanation
History tab entries are created for many types of content, including lists, records, and homepages.

Some content types, such as UI pages and other non-standard interfaces, are not tracked in the history tab.

Question 233

(Quebec) Where in the Flow Designer can you find information about the actions you add to a flow?

A. Virtual Agent Help
B. Connect support
C. Help pannel
D. Flow Assistant

Answer 233

C. Help pannel

Explanation
You can find help for building flows and actions, using flow logic, and working with data directly in the Flow Designer help panel.

You can access help information for actions right when you add them to your flow.

You will see help topics that you can select and browse for more information about building flows and actions, working with data, and setting up IntegrationHub spokes.

The help panel opens with information about the action and how to use the action’s inputs and outputs in your flow.

If no help content is available for your selected action, then the panel displays ‘No help content found for:’ and the action’s name.

Question 234

Which of the following are true about the Branding Editor? Select 2 Answers from the below options.

A. Lets all users apply their own theme to a portal
B. Allows only the 26 web-safe colours
C. Applies a colour theme to a protal
D. Previews changes as they are made
E. Sets all buttons to the same colour

Answer 234

C. Applies a colour theme to a protal
D. Previews changes as they are made

Explanation
The Branding Editor applies themes to a portal to allow compliance with corporate branding.

The Branding Editor also allows change previews as they are made

Question 235

Which of the following are possible data sources for importing data into ServiceNow? Select 4 Answers from the below options.

A. XML
B. HTTP
C. JDBC
D. TXT
E. CSV

Answer 235

Explanation
TXT (text) is not the file type that can be used as a data source.

All the other listed file types can be used to import data into ServiceNow.

Question 236

A record is added to which table each time a knowledge article is viewed?

A. Knowledge [kb_knowledge]
B. Knowledge Feedback [kb_feedback]
C. Knowledge Search Log [ts_query_kb]
D. Knowledge User [kb_user]

Answer 236

D. Knowledge User [kb_user]

Explanation
A record is added to the Knowledge Use [kb_use] table each time a Knowledge article is viewed.

The record includes fields to identify the user who viewed the article and whether the article was attached to a Task.

Question 237

(Quebec) How can you change the visual style of your experience in UI Builder to match your branding and provide a consistent look and feel across all pages?

A. Specify UX app routes
B. Use UX screens
C. Apply a UX theme
D. Provide a landing path

Answer 237

C. Apply a UX theme

Explanation
You can apply a theme to your experience to systematically and completely change the visual style. With just a few theme changes, you can match your experience to your customer branding without changing code or rebuilding components.

Question 238

What permissions can be assigned to users in groups? Select 3 Answers from the below options.

A. Raise a ServiceNow Hi Case
B. Request a platform upgrade
C. Provide a reference for alerts and notifications
D. Receive email notifications
E. Approve, change or resolve incidents and requests

Answer 238

C. Provide a reference for alerts and notifications
D. Receive email notifications
E. Approve, change or resolve incidents and requests

Explanation
Users in groups can be assigned permissions to

• approve, change, or resolve incidents and requests,
• provide a reference for alerts and notifications, and
• receive email notifications’.

‘Raise a ServiceNow HI issue’ and ‘Request a platform upgrade’ requires the ServiceNow Support (HI) access which is not managed by the group permissions in an instance.

Question 239

What are the three main screen elements of the Now Platform user interface? Select 3 Answers from the below options.

A. User menu
B. Banner frame
C. Application navigator
D. System settings
E. Content frame

Answer 239

B. Banner frame
C. Application navigator
E. Content frame

Explanation
The three main screen elements of the Now Platform user interface are the banner frame, application navigator, and content frame.

The user menu and system Settings are part of the Banner frame.

Question 240

Which of the following is the ServiceNow application used to construct and test API requests to a ServiceNow instance?

A. REST API Provider
B. REST Message Explorer
C. REST API Explorer
D. REST Request Builder

Answer 240

C. REST API Explorer

Explanation
REST API Explorer is the ServiceNow application used to construct and test API requests to a ServiceNow instance.

Question 241

Which one of the following is used to control access to features and capabilities in applications and modules?

A. Company
B. Role
C. Group
D. Organization
E. Department

Answer 241

B. Role

Explanation
Roles are applied to Groups or Users to control access to features and capabilities in the ServiceNow applications and modules.

Question 242

What are the three sections of an Access Control record that must evaluate to true to grant access to a resource? Select 3 Answers from the below options.

A. Condition
B. Advanced
C. Requires Role
D. Condition Script
E. Script

Answer 242

A. Condition
C. Requires Role
E. Script

Explanation
The three sections of an Access Control record that must evaluate to true to grant access to a resource are Requires Role, Condition, and Script.

Access Controls do not have a Condition Script section.

The Advanced field makes the Script section visible.

Question 243

What happens if you select Publish when creating articles manually or by import?

A. The articles are automatically moved to a publised state
B. It triggers the publish workflow assigned to the knowledge base
C. The articles are sent for review
D. The articles are sent for approvals

Answer 243

B. It triggers the publish workflow assigned to the knowledge base

Explanation
When creating articles manually or by import, selecting Publish will trigger the publish workflow assigned to the knowledge base.

This may mean the article is automatically moved to a Published state, or it may first require approval(s).

Question 244

How is the content of the email notification for expiring knowledge articles determined?

A. Notification preference for the email recipients
B. Authors of the expiring knowledge articles
C. Valid to date of the expired knowledge articles
D. Number of articles expiring in the coming month

Answer 244

D. Number of articles expiring in the coming month

Explanation
The email notifications for expiring knowledge articles are available when the value of the glide.knowman.enable_article_expiry_notification property is set to true.

The content of the email notification is determined by the number of articles expiring in the coming month:

1) Up to 10 – The email notification includes a list of article links displayed in a tabular format and arranged in ascending order by their Valid to date. Clicking a link opens the article in Now Platform.

2) More than 10 – The email notification includes a View the list of expiring articles link, which, when accessed, opens a list in Now Platform of all articles expiring in the next month.

Question 245

Which of the following describes how a user knows what view they are seeing? Select the best response.

A. Open the additional actions menu and select the view menu item to see the current view
B. Open form designer to see the current view name
C. Each user can only see one view for a form, so the view name does not matter
D. View form annotations to see the current view name
E. The view name is listed in brackets next to the record’s display name in the form header

Answer 245

E. The view name is listed in brackets next to the record’s display name in the form header

Explanation
The view name is listed in brackets next to the record’s display name in the form header.

Use the Additional Actions > View menu item to select from the available views.

Form annotations do not show the current view name.

Developers use Form Designer to create views.

Users can see more than one view for a form.

Question 246

Which of the following are Notification preferences that users can manage? Select 4 Answers from the below options.

A. Enable/disable notifications
B. Apply a schedule to a notification
C. Disable receipt of specific notifications
D. Include/exclude attachments in notifications
E. Add a new channel (email address, mobile device for push notifications, SMS, voice)

Answer 246

A. Enable/disable notifications
B. Apply a schedule to a notification
C. Disable receipt of specific notifications
E. Add a new channel (email address, mobile device for push notifications, SMS, voice)

Explanation
Users cannot manage the inclusion or exclusion of attachments in notifications in their notification preferences.

Question 247

Which of the following are the data visualisation strategies in ServiceNow? Select 3 Answers from the below options.

A. Reports
B. Tables
C. Dashboards
D. Charts

Answer 247

A. Reports
C. Dashboards
D. Charts

Explanation
Here are the different data visualisation strategies in ServiceNow:

• Reports,
• Charts,
• Dashboards,
• On-demand charts, and
• Percent Complete.

Question 248

What role can manage all aspects of the Service Catalog application and the scripting functions?

A. Catalogue editors (catalog_editor)
B. Administrators (admin)
C. Catalogue administrators (catalog_admin)
D. Catalogue managers (catalog_manager)

Answer 248

B. Administrators (admin)

Explanation
Administrators can manage all aspects of the Service Catalog application, including catalogues, categories, catalogue items, and advanced functions, such as scripting or creating business rules.

Catalogue administrators can manage all aspects of the Service Catalog application, except for scripting functions

Question 249

Which incident field is used to predict the Configuration Item and Service fields’ value via Predictive Intelligence solution definitions?

A. Subcategory
B. Description
C. Short Description
D. Category

Answer 249

C. Short Description

Explanation
Train the machine-learning (ML) algorithm through two solution definitions, Incident Configuration Item and Incident Service, to predict the Configuration Item and Service fields’ value based on the value in the Short description field.

Both Predictive Intelligence and Incident Management must be active in the instance.

Question 250

What are the three different request methods in the Service Catalogue? Select 3 Answers from the below options.

A. Submit
B. Wish List
C. Request
D. Save
E. Order

Answer 250

A. Submit
C. Request
E. Order

Explanation
Order, Request and Submit are the 3 different request methods in Service Catalogue.

Order is the default method that displays the confirmation dialogue box, and the delivery information is editable.

Request method displays confirmation dialogue box but not the delivery information.

Submit method does not display the confirmation dialogue box nor the delivery information.

Question 251

What is the purpose of Embedded Help? Select 4 Answers from the below options.

A. Provide help if user’s preferred language is English
B. Display content based on user role
C. Display content based on query parameter values
D. Coach users on using a custom application
E. Provide specific written or video based instructions for a custom application

Answer 251

B. Display content based on user role
C. Display content based on query parameter values
D. Coach users on using a custom application
E. Provide specific written or video based instructions for a custom application

Explanation
Embedded Help provides help in languages other than English.

Question 252

Which of the following is a way to add an application to a ServiceNow instance for development? Select 2 Answers from the below options.

A. Use Application cross-scope access to load an application
B. Use the create application module to create an application
C. Use the service now store to load an application
D. Use Studio to import an application from source control
E. Use the guided app creator to create an application

Answer 252

D. Use Studio to import an application from source control
E. Use the guided app creator to create an application

Explanation
You can Launch Guided App Creator from Studio or by opening System Applications > My Company Applications and click the Create new button to create an application.

You can also use Studio to import an application from source control.

Applications loaded from the ServiceNow Store are installed to the instance, not loaded for development.

Question 253

What needs to be set for a CI class in the CI Class Manager to display in the Configuration item field look-up in the change form?

A. Extensible
B. Display Name
C. Table Name
D. Principal Class

Answer 253

D. Principal Class

Explanation
The Configuration item field look-up has been enhanced to display only CIs whose class is set as the Principal Class in the CI Class Manager.

Use the system property com.snc.task.principal_class_filter to control this functionality.

The property contains all the task types where the Principal Class filter is applied.

Question 254

Who can create additional ad-hoc tasks for a requested item?

A. Ant of the fulfillers
B. Any of the approvers
C. Fulfillers with permissions
D. the requester

Answer 254

C. Fulfillers with permissions

Explanation
In some cases, additional ad-hoc tasks can be required to fulfil an item.

A process user (fulfiller) with permissions can add an SCTASK to a RITM on an ad-hoc basis, but they must create the task before the closure of the final existing SCTASK, or the RITM will no longer be active.

Question 255

Under which tab within the email notification configuration can you identify if a record insert or update triggers a notification?

A. What digest will contain
B. Who will receive
C. When to send
D. What it will contain

Answer 255

C. When to send

Explanation
You can identify if a record insert or update triggers a notification from the ‘When to send’ tab/section of the email notification.

Question 256

Which of the following are part of the Common Services Data Model (CSDM)? Select 3 Answers from the below options.

A. An automatic fix for past implementations
B. Best practice for CMDB data modelling and data management
C. Guidance on service modelling
D. Base system CMDB core tables
E. A process or implementation guide for ITSM, SPM, APM, EM or other products

Answer 256

B. Best practice for CMDB data modelling and data management
C. Guidance on service modelling
D. Base system CMDB core tables

Explanation
The CSDM is standard terms and definitions, best practice for CMDB data modelling and data management, base system CMDB core tables, guidance on service modelling and recommended mappings.

The CSDM is not a process or implementation guide for ITSM, SPM, APM, EM, or other products, a set of reports, code to install, an SKU or product we sell or an automatic fix for past implementations.

Question 257

What deployment permissions can be assigned to a group or user for a specific application when using Manage Developers? Select 3 Answers from the below options.

A. Manage Update Set
B. Upgrade App
C. Publish to App Store
D. Flow Designer
E. Integrations

Answer 257

A. Manage Update Set
B. Upgrade App
C. Publish to App Store

Explanation
Upgrade App, Publish to App Store and Manage Update Set are some of the deployment permissions that can be assigned to a group or user for a specific application when using Manage Developers.

Question 258

What is the primary way to interact with the applications and information in a ServiceNow instance?

A. Now Platform user interface
B. Application programming interface (API)
C. ServiceNow Mobile apps
D. Service Portal

Answer 258

A. Now Platform user interface

Explanation
The Now Platform user interface is the primary way to interact with the applications and information in a ServiceNow instance.

Question 259

How can one user temporarily become another user for testing purposes?

A. Select a user to impersonate with the user picker in the banner
B. Open the user administration > Impersonate user and select a user to impersonate
C. Open the user menu and select the impersonate user menu item. Select a user to impersonate
D. Open user administration> user and click the impersonate user related link

Answer 259

C. Open the user menu and select the impersonate user menu item. Select a user to impersonate

Explanation
A user can temporarily become another user for testing purposes by Impersonating users from the User menu.

Question 260

A fulfiller has completed all tasks for one of the items in a request, and the tasks are set to Closed. What happens in the workflow?

A. The requested item is automatically set to closed complete
B. The requested item moves to the next phase of fulfillment
C. The request is automatically set to Closed Complete
D. The requested is notified that the request is complete

Answer 260

A. The requested item is automatically set to closed complete

Explanation
When all catalogue tasks are closed, the parent requested item is set to Closed Complete by the workflow.

Question 261

An Access Control List (ACL) rule only grants a user access to an object if the user meets all of the following permissions required by the matching ACL rule. Select 3 Answers from the below options.

A. The condition must evaluate to true
B. The script must evaluate to true or return an answer variable with the value of true
C. Either the matching table level or the field level for the record ACL rules must evaluate to true.

Answer 261

A. The condition must evaluate to true
B. The script must evaluate to true or return an answer variable with the value of true

Explanation
An Access Control List (ACL) rule only grants a user access to an object if the user meets all of the following permissions required by the matching ACL rule:

1) The condition must evaluate to true

2) The script must evaluate to true or return an answer variable with the value of true

3) The user must have one of the roles in the required roles list. If the list is empty, this condition evaluates to true

4) [Record ACL rules only] The matching table-level and field-level ACL rules must both evaluate to true.

Question 262

What scores are found on the CMDB health dashboard? Select 3 Answers from the below options.

A. Connectedness
B. Completeness
C. Correctness
D. Compliance

Answer 262

B. Completeness
C. Correctness
D. Compliance

Explanation
The health dashboard provides a single view of the quality of data at the CMDB, CI class and CI levels using completeness, correctness and compliance scores.

An added challenge to consolidating and maintaining the CMDB is capturing unknown CIs, inconsistent data quality, and ill-defined relationships.

Correctness is a KPI aggregation of the Orphan, Staleness and Duplicate metrics, according to the correctness scorecard weight settings.

According to the completeness scorecard weight settings, completeness is a KPI that is an aggregation of the Required and Recommended metrics.

Compliance is based on the results of actual CMDB audit runs.

Question 263

Which of the following are ways to collaborate with team members on Tasks? Select 4 Answers from the below options.

A. Additional Comments
B. Work notes
C. Activity stream
D. Connect chat
E. User presence

Answer 263

B. Work notes
C. Activity stream
D. Connect chat
E. User presence

Explanation
You can collaborate on tasks with user presence, activity stream, Work notes and Connect chat.

User presence is a UI16 feature that lets you see who is online when working in an instance.

An activity stream is a list of entries in records and conversations.

Work notes are an important part of the state flow process and are used to communicate information about state transitions.

Connect Chat is a real-time messaging tool that enables users to chat with individuals and groups, quickly share files, and collaborate on any record by instantly connecting with the right people.

Additional comments are intended for the customer to view.

Question 264

What types of permissions can be configured in an access control rule? Select 3 Answers from the below options.

A. Groups
B. A script that sets the ‘answer’ variable to true or false
C. Roles
D. Conditions
E. Users

Answer 264

B. A script that sets the ‘answer’ variable to true or false
C. Roles
D. Conditions

Explanation
Rules for access control lists (ACLs) restrict access to data by requiring users to pass a set of requirements before interacting with it.

An ACL rule only grants a user access to an object if the user meets all of the matching ACL rule’s permissions.

1) The condition must evaluate to true.

2) The script must evaluate to true or return an answer variable with the value of true.

3) The user must have one of the roles in the required roles list. If the list is empty, this condition evaluates to true.

4) [Record ACL rules only] The matching table-level and field-level ACL rules must both evaluate to true.

In summary, Conditions, roles, and a script that sets the ‘answer’ variable to true or false can be configured in an access control rule.

Question 265

What role is required to access the template bar or create templates?

A. form_admin
B. template_editor
C. No special role
D. template_admin

Answer 265

C. No special role

Explanation
No special role is required to access the template bar or create templates. Still, the ability to configure or apply templates created by others depends on user access controls within the template.

Question 266

What wildcard character is used to search for values that contain a search term in a list?

A. %
B. !
C. =
D. *

Answer 266

D. *

Explanation
Using the asterisk wildcard tells the system to return records where our search term appears anywhere in the string.

A per cent sign at the beginning or the end of a search term searches for values that start or end with that search term.

An equal sign search for values that equal search-term.

An exclamation mark in conjunction with another wildcard character search for values that do not match (e.g. !* for do not contain, != for do not equal).

Question 267

(Quebec) What model/standard across applications helps track life cycle stages and stage statuses for CIs effectively?

A. Product Catalogue Data Model
B. Universal Task data model
C. CMDB Data Model
D. Common Service Data Model

Answer 267

D. Common Service Data Model

Explanation
Common Service Data Model (CSDM) provides standard fields and values for tracking life cycle stages and stage statuses for CIs.

Using these standard values consistently across applications helps track assets through their life cycle effectively.

Streamline life cycle management by migrating all life cycle fields and field values across the platform into a CSDM standard set of fields with a standard set of values.

Then, to maintain consistency, continue to use only the standard fields and values when updating or creating CIs.

Use a pre-populated mappings table that specifies mappings from legacy life-cycle fields and values into the standard Life cycle stage and Life cycle status fields.

Implement these standards to help monitor and manage asset life cycles effectively.

Using standard life cycle values is important in scenarios such as:

• Event Management and Operational Intelligence need to know if a CI is in maintenance to handle alerts accordingly.
• Cloud Insights need to know the state of a CI to report cost data effectively.
• Audit and Compliance need to use standard life cycle values to generate consistent tasks and workflows.

You must activate life cycle migration to migrate legacy life cycle values in the system to the CSDM standard fields and values.

Question 268

What is mandatory to select when importing Microsoft Word documents as knowledge articles?

A. Publish
B. Short Description
C. Knowledge Base
D. Category

Answer 268

C. Knowledge Base

Explanation
Selecting the Knowledge Base is mandatory when importing Microsoft Word documents as knowledge articles into a knowledge base.

You need the Can Contribute access to at least one active knowledge base, and the required role is knowledge.

Question 269

Which menu can users access to display actions that involve creating quick reports, configuring lists and exporting data?

A. Record Context Menu
B. Value Context Meu
C. List Context Menu
D. Column Context Menu

Answer 269

D. Column Context Menu

Explanation
The Column Context Menu displays actions that involve creating quick reports, configuring lists and exporting data.

Access the List column context menu, also called a right-click menu, by clicking the menu icon () at the top of a list column or by right-clicking the column heading.

Question 270

What are the 3 reasons to use ServiceNow Mobile apps? Select 3 Answers from the below options.

A. A global search to find people, service and items, and articles
B. Allows multiple logins to an instance
C. Ability to submit, view and update requests, issues, and tasks
D. No authentication required to access the data
E. Push notifications for instant access to important information

Answer 270

A. A global search to find people, service and items, and articles
C. Ability to submit, view and update requests, issues, and tasks
E. Push notifications for instant access to important information

Explanation
ServiceNow Mobile apps provide:

• Ability to submit, view, and update requests, issues, and tasks,
• global search to find people, service and items, and articles, and
• push notifications for access to important information instantly.

Question 271

(Quebec) What type of authentication enables users to use PIV (Personal Identity Verification) or CAC (Common Access Card) cards to log in to Now Platform or Service Portal?

A. Certificate based authentication
B. Digest token authentication
C. Adaptive authentication
D. Multifactor authentication (MFA)

Answer 271

A. Certificate based authentication

Explanation
Certificate based authentication enables end-users to use PIV (Personal Identity Verification) or CAC (Common Access Card) cards to log in to Now Platform as a fulfiller or Service Portal as a requester instead of using user name and password.

Certificate based authentication uses unique PEM encoded certificates from a trusted Certificate Authority (CA) to authenticate users.

You can also use the PEM certificates to access ServiceNow SOAP web services, REST APIs, and Table APIs.

Question 272

Which of the following would be included in the results when entering ‘service’ in the Navigation filter? Select 2 Answers from the below options.

A. All modules and sections within the service desk application
B. Only applications with a name containing ‘service’
C. Any module with a name containing ‘service’
D. Only applications, sections and modules with names containing ‘service’

Answer 272

A. All modules and sections within the service desk application
C. Any module with a name containing ‘service’

Explanation
Any applications, sections or modules with names containing ‘service’ (or other words containing service, such as services and serviced) would appear in the results.

Besides, any applications, sections or modules related to those containing ‘service’ would also appear.

Question 273

What form action updates an existing record and keeps the form open?

A. Save
B. Insert and Stay
C. Update
D. Insert

Answer 273

A. Save

Explanation
Selecting Save in the form updates an existing record and keeps the form open.

Question 274

What variable type should be used for the requester when requesting a catalogue item on behalf of another user?

A. List Collector
B. Requested For
C. Lookup Select Box
D. Single Line Text

Answer 274

B. Requested For

Explanation
You can request a catalogue item on behalf of another user or multiple users using the Requested For variable.

Delegated request experience comprises of the following entities:

• Requested For variable for a catalogue item.
• Requested For field on a requested item (RITM)

Note: The form views, list views, and email notifications are not updated to reflect the Requested For field on a RITM.

Requested For:

Before submitting a catalogue item request, this variable helps you specify who this request can be submitted for. You should specify this information while answering catalogue item questions.

Important:

• You can only specify users from the User [sys_user] table.
• If you don’t specify the default value for this variable, the currently logged-in user requesting the item is considered the default Requested For variable value.
• You can submit the request for a user based on access to a catalogue item. The catalogue item’s Access Type field can be used to specify if a request can be submitted for a user who does not have access to the catalogue item.

Using the Enable also request for field of the Requested For variable, you can request a catalogue item for different users under one request.

Important:

• You can add this variable to a catalogue item or variable set. However, when submitting the request, a catalogue item can have only one Requested For variable.
• You can add only one Requested For variable for a variable set.
• This variable is not supported in a multi-row variable set. After the request is submitted, this variable value is visible in the variable editor and variable summarizer.

Question 275

What feature facilitates synchronous collaboration within one record and allow you to see who are online, their current status, and what they are viewing or editing, all in real-time?

A. Collaborators
B. User presence
C. Watch list
D. User profile

Answer 275

B. User presence

Explanation
The user presence feature facilitates synchronous collaboration within one record.

It allows you to see who are online, their current status, and what they are viewing or editing, all in real-time.

Question 276

(Quebec) What plugin needs to be activated to allow translating the content of a catalogue item to a supported language?

A. Predictive Intelligence (com.glide.platform_ml)
B. I18N: Internationalization Translation helper (com.glide.i18n.translation_helper)
C. Localization Framework plugin (com.glide.localization_framework)
D. Natural Language Query (com.snc.nlq)

Answer 276

C. Localization Framework plugin (com.glide.localization_framework)

Explanation
Translate the content of a catalogue item to multiple languages. You should activate the Localization Framework plugin (com.glide.localization_framework).

Predictive Intelligence enables the creation of machine learning solutions using data in your instance.

Natural Language Query translates natural language utterances into glide queries and retrieves information from Glide DB.

I18N: Internationalization Translation helper plugin includes the modules and Import Set maps to merge all languages into one table for translation maintenance.

Question 277

What are the different ways for ServiceNow tables to be related to each other? Select 4 Answers from the below options.

A. Database Views
B. Extensions
C. One-to-Many
D. Many-to-Many
E. Zero-to-Many
F. One-to-One

Answer 277

A. Database Views
B. Extensions
C. One-to-Many
D. Many-to-Many

Explanation
Tables can be related to each other in one of these ways:

One-to-Many, Many-to-Many, Database Views and Extensions.

Question 278

What is granted to non-administrators for them to develop applications?

A. The itil Role
B. The developer Role
C. Access Control
D. Delegated Development

Answer 278

D. Delegated Development

Explanation
Delegated Development is granted to non-administrators for them to be able to develop applications.

Question 279

What is granted to non-administrators for them to develop applications?

A. The itil Role
B. The developer Role
C. Access Control
D. Delegated Development

Answer 279

D. Delegated Development

Explanation
Delegated Development is granted to non-administrators for them to be able to develop applications.

Question 280

A group is a:

A. Individual to whom you have granted access to your ServiceNow instance
B. Collection of tasks
C. Group of users who share a common purpose
D. Set of members to a subscription
E. Set of users delegated to perform different tasks

Answer 280

C. Group of users who share a common purpose

Explanation
A group is a set of users who share a common purpose.

Groups may perform tasks such as approving change requests, resolving incidents, receiving email notifications, or performing work order tasks.

Any business rules, assignment rules, system roles, or attributes that refer to the group automatically apply to all group members.

Question 281

What coalesce configuration in the import process treats all imported rows as new records and does not update existing records?

A. Conditional coalesce
B. Single-field coalesce
C. Multi-field Coalesce
D. No coalesce

Answer 281

D. No coalesce

Explanation
If no coalesce is defined in the import process, all imported rows are treated as new records, and existing records are not updated.

Question 282

What is an update set?

A. Group of one or more changes that can be moved from one instance to another altogether
B. One method of security that restricts access to data by requiring users to pass a set of requirements before they can interact with it
C. A series of tables and fields that store information about the configuration items (CIs) owned by your organisation
D. A server-side script that runs when a record is displayed, inserted, updated, or deleted or when a table is queried

Answer 282

A. Group of one or more changes that can be moved from one instance to another altogether

Explanation
An update set is a group of one or more changes that can be moved from one instance to another altogether.

This feature allows administrators to group a series of changes into a named set and then move them as a unit to other systems for testing or deployment.

An update set is an XML file that contains:

• A set of record details that uniquely identify the update set.
• A list of configuration changes.
• A state that determines whether another instance can retrieve and apply configuration changes.

Update sets track changes to applications and system platform features.

This allows developers to create new functionality on a non-production instance and promote the changes to another instance.

Question 283

What allows users to see a time-stamped history of all actions taken within a record?

A. Favourites
B. Form History
C. Form Activity
D. Activity Stream

Answer 283

D. Activity Stream

Explanation
Users can view a time-stamped history of all actions taken within a record by selecting the Activity Stream.

An activity stream is a list of entries in records and conversations.

Examples of activity streams include journal fields like comments and work notes displayed in task records and Connect Chat conversations.

Question 284

What are the different levels of ServiceNow security before an end-user has the capability to perform CRUD (Create, Read, Update, Delete) operations on a table? Select 3 Answers from the below options.

A. User Authentication
B. 3rd Party Application Security
C. Application and Modules Access
D. Database Access
E. Anonymous Access

Answer 284

A. User Authentication
C. Application and Modules Access
D. Database Access

Explanation
Security is built into all levels of the Now Platform.

User Authentication / Login, Application and Modules Access and Database Access are the different levels of ServiceNow security before an end-user has the capability to perform CRUD (Create, Read, Update, Delete) operations on a table.

You can:

• Configure login security options to control access to your instance.
• Assign Roles to control access to features and capabilities in applications and modules.
• Set up Rules for access control lists (ACLs) to restrict access to data by requiring users to pass a set of requirements before interacting with it.

Question 285

What feature creates reusable components to run common tasks in Virtual Agent conversations?

A. Virtual transfer
B. Agent transfer
C. Chat re-route
D. Topic blocks

Answer 285

D. Topic blocks

Explanation
‘Topic blocks’ feature creates reusable components to run common tasks in Virtual Agent conversations.

Topic blocks simplify the topic authoring and maintenance process by enabling you to reuse standard procedures or actions across conversation topics.

Question 286

Which of the following workflow types does the Now Platform provide? Select 3 Answers from the below options.

A. Customer
B. End user
C. Information Technology (IT)
D. Employee

Answer 286

A. Customer
C. Information Technology (IT)
D. Employee

Explanation
The Now Platform provides Information Technology (IT), Employee, and Customer workflows.

Build the future of IT, create connected, engaging experiences for your employees, and drive customer loyalty with connected digital workflows.

Question 287

What does the first-page results column in the Search Event [sys_search_event] table contain? Select 2 Answers from the below options.

A. Table names
B. Table relationships
C. sys_ids
D. Record types

Answer 287

A. Table names
C. sys_ids

Explanation
The first-page results column in the Search Event [sys_search_event] table contains table names and sys_ids for records returned on the first page of results for a search.

It is a JSON array of objects in which each node represents a single result returned on the first page of results for the search. The resulting order is preserved.

Each object includes the unique record identifier (sys_id) of a result and the table where the result is located.

Note: The first page results are not updated when you refine a search.

Question 288

Which of the following are true statements about platform scripting? Select 3 Answers from the below options.

A. Data Policy can ve run as a UI policy client-side
B. UI Actions can execute both client-side and server-side.
C. Business Rules are not real time and do not monitor fields on a form.
D. Client scripts can only execute on the browser but not when a database lookup is needed.

Answer 288

A. Data Policy can ve run as a UI policy client-side
B. UI Actions can execute both client-side and server-side.
C. Business Rules are not real time and do not monitor fields on a form.

Explanation
Business rules are not real-time and do not monitor fields on a form.

UI Actions can execute both client-side and server-side.

Data Policy can be run as a UI policy client-side.

UI policies are only enforced on data entered into a form or list (passing through the UI).

Client scripts execute on the browser but may also run when a database lookup is needed.

Question 289

Multiple Choice, Single Line Text, and Select Box are what type of elements in ServiceNow?

A. Order Guides
B. Request Types
C. Related Lists
D. Variable Types

Answer 289

D. Variable Types

Explanation
Multiple Choice, Single Line Text, and Select Box are different Variable Types in ServiceNow.

The multiple-choice variable creates radio buttons for question choices.

The single-line text variable creates a field to enter a single line of text.

The select box variable creates a list from predefined question choices.

Question 290

What are the three key attributes of every field? Select 3 Answers from the below options.

A. Field Name
B. Location
C. Value
D. Field Label
E. ID

Answer 290

A. Field Name
C. Value
D. Field Label

Explanation
Every field has three key attributes:

Field Label, Field Name and Value.

Question 291

What is a CI? Select 3 Answers from the below options.

A. Tangible (e.g. hardware, software, servers) entities
B. Configuration Management Database
C. Configuration Item
D. Intagible (e.g. business services, email) entities
E. configuration_admin role

Answer 291

A. Tangible (e.g. hardware, software, servers) entities
C. Configuration Item
D. Intagible (e.g. business services, email) entities

Explanation
A configuration item (CI) is both tangible (e.g. hardware, software, servers) entities or intangible (e.g. business services, email) entities.

The configurations are stored in a configuration management database (ServiceNow CMDB), which consists of Configuration Items (CI) as entities that are part of your environment.

A CI may be:

• A physical (tangible) entity, such as a computer or router
• A logical (intangible) entity, such as an instance of a database
• Conceptual, such as a Requisition Service

Question 292

What are the Incident Database views for the Service Management plugin in the base system? Select 3 Answers from the below options.

A. incident_metric
B. incident_sla
C. incident_time_worked
D. incident_state

Answer 292

A. incident_metric
B. incident_sla
C. incident_time_worked

Explanation
The Incident Database views for the Service Management plugin in the base system are:

incident_sla, incident_metric and incident_time_worked.

Question 293

What attributes of a field can a UI policy action change on a form? Select 3 Answers from the below options.

A. Prevent cell editing
B. Read-only
C. Change colour
D. Mandatory
E. Visible/hidden

Answer 293

B. Read-only
D. Mandatory
E. Visible/hidden

Explanation
A UI policy specifies one or more actions to take when the policy is triggered.

A UI policy action can change fields on a form to be mandatory, visible/hidden, or read-only.

• Mandatory field is a choice list for specifying how the UI policy affects the field’s mandatory state.
• Visible is a choice list for specifying how the UI policy affects the field’s visible state.
• Read-only is a choice list for specifying how the UI policy affects the field’s read-only state.

Choice options for the above actions are: Leave alone, True, False.

UI policy actions are applied only if all of the following conditions are met:

1) The UI Policy is Active

2) The items in the Conditions field evaluate to true

3) The field specified in the UI policy action is present on the specified form

Question 294

What are the benefits of Flow Designer? Select 3 Answers from the below options.

A. Promotes process automation by enabling subject matter experts to develop ad share reusable actions
B. Provides multiple environments to build and visualise business processes
C. Provides configuration and runtime information to create, operate and troubleshoot flows from a single interface
D. Provides natural-language-descriptions of flow logic
E. Allows extending flow content by replacing workflows

Answer 294

A. Promotes process automation by enabling subject matter experts to develop ad share reusable actions
C. Provides configuration and runtime information to create, operate and troubleshoot flows from a single interface
D. Provides natural-language-descriptions of flow logic

Explanation
Flow Designer provides a single environment to build and visualise business processes.

It allows extending flow content by subscribing to IntegrationHub or installing spokes.

Flow Designer provides configuration and runtime information to create, operate, and troubleshoot flows from a single interface.

It also provides natural-language-descriptions of flow logic and promotes process automation by enabling subject matter experts to develop and share reusable actions.

Question 295

Which of the following is the best practice when configuring Assignment Rules or Predictive Intelligence? Select 4 Answers from the below options.

A. Setting a User based on Category and Subcategory.
B. Setting an Assignment group and User based on the Short description.
C. Setting an Assignment group and User based on Category and Subcategory
D. Setting an Assignment group and User based solely on Subcategory (category = none)
E. Setting an Assignment group based on Category and Subcategory

Answer 295

A. Setting a User based on Category and Subcategory.
B. Setting an Assignment group and User based on the Short description.
C. Setting an Assignment group and User based on Category and Subcategory
E. Setting an Assignment group based on Category and Subcategory

Explanation
When configuring Assignment Rules or Predictive Intelligence, it is best practice to:

• Setting an Assignment group and User based on Category and Subcategory,
• Setting a User based on Category and Subcategory,
• Setting an Assignment group and User based on the Short description, and
• Setting an Assignment group based on Category and Subcategory.

You should not Set an Assignment group based solely on Subcategory (Category = None). The customer will not see the Subcategory with a Category set to None.

Question 296

What setting on the List Control page can speed up loading large lists?

A. Remove pagination count
B. Omit filters
C. Hierarchial lists
D. Omit if empty

Answer 296

A. Remove pagination count

Explanation
Calculating the total number of records to be included in a list filtered from extremely large tables can take a long time.

To improve performance, you can remove that calculation for all or specified views.

On the List Control page, select a check box:

• Remove pagination count that removes pagination calculation from all views or
• Remove pagination count for specified views that removes pagination calculation from specified views.

(Optional) If you selected Remove pagination count for specified views, click the lock icon () and select the views that suppress displaying the number of pages in the list

Question 297

What are some of the benefits often recognised by branding your instance? Select 3 Answers from the below options.

A. Reduce service desk calls
B. Accelerate adoption rates
C. Create a shared identity
D. Gain user trust
E. Share comprehensive

Answer 297

B. Accelerate adoption rates
C. Create a shared identity
D. Gain user trust

Explanation
Branding your instance can create a shared identity, gain user trust and accelerate adoption rates.

Question 298

What data type in a survey metric has the field validation option to validate email, IP address, phone number or URL?

A. String
B. Template
C. Number
D. Reference

Answer 298

A. String

Explanation
Validate the value entered for a String type metric of a survey.

Validation reduces the time required for an agent to resolve customer issues.

Use the Field validation field for a metric to implement this functionality.

This functionality is applicable in the Now Platform®, Survey Designer, ServiceNow®Service Portal, and ServiceNow®Virtual Agent.

Possible validations are Email, IP Address (IPV4, IPV6), Phone Number (E.164) and URL.

Question 299

Where can users set their notification subscription preferences?

A. Subscription settings
B. Notification settings
C. Email settings
D. System settings

Answer 299

D. System settings

Explanation
Users set their notification subscription preferences in System Settings.

Note: You can only enable notifications in notification channels you have permission to access.

Procedure:

1) Click the settings icon on your instance header.

2) In the System Settings modal, select the Notifications tab and change your notification settings.

Question 300

What do you select to personalise the system settings of the Now Platform user interface?

A. Magnifying glass
B. Gear
C. Logo
D. Question mark

Answer 300

B. Gear

Explanation
You can define system settings to customise the UI for yourself.

The gear icon, located within the banner frame, displays the system settings pop-up window.

Question 301

What type of Flow Designer Trigger is required to look up a record, update a field value and request approval?

A. Role-based
B. Record-based
C. Schedule-based
D. Application-based

Answer 301

B. Record-based

Explanation
A Record-based Trigger is required to look up a record, update a field value and request approval in Flow Designer.

Question 302

Which of the following statements are true about import sets? Select 3 Answers from the below options.

A. You can import data from several different files formats or external data sources.
B. Transform map is the conversion of data from an import set table to another table.
C. Creating an extremely large import set can cause delays and system outages.
D. The Import Set Deleter Schedule Job cleans up all import set data every day at midnight.
E. Import sets cannot add data to encrypted fields.

Answer 302

A. You can import data from several different files formats or external data sources.
C. Creating an extremely large import set can cause delays and system outages.
E. Import sets cannot add data to encrypted fields.

Explanation
Creating an extremely large import set can cause delays and system outages.

Import Sets run as user System and therefore cannot add data to encrypted fields.

You can import data from several different file formats or external data sources.

Transform map is a set of field maps that define the relationships between fields in an import set and fields on a table.

The Import Set Deleter scheduled job cleans up old import set data (i.e. older than 7 days) every day at midnight.

Question 303

Which of the following record operations can be secured by ACL rules? Select 3 Answers from the below options.

A. download_attachment
B. save_as_template
C. personalize_choices
D. edit_task_relations
E. import_to_excel

Answer 303

B. save_as_template
C. personalize_choices
D. edit_task_relations

Explanation
ACL rules can secure the following record operations:

execute, create, read, write, delete, edit_task_relations, edit_ci_relations, save_as_template, add_to_list, list_edit, report_on, report_view, and personalize_choices.

• With ‘edit_task_relations’, user cannot define relationships between task tables.
• ‘save_as_template’ is used to control the fields that should be saved when a template is created.
• With ‘personalize_choices’, the user cannot right-click a choice list field and select ‘Configure Choices’.

Question 304

What report type requires access to the data to view it?

A. Donut Chart
B. Bar chart
C. Pie Chart
D. List report

Answer 304

D. List report

Explanation
Reports that present aggregate data such as pie, donut or bar charts do not require access to underlying data.

In general, visualised data as a graphic report (and not limited by business rules) is always visible to the shared users and published reports.

Graphic reports are all reports except for list reports.

Question 305

Which of the following are true regarding Flow Designer? Select 3 Answers from the below options.

A. Provides automation tools.
B. Saves Time
C. Requires scripting experience
D. Integrates with third-party systems

Answer 305

A. Provides automation tools.
B. Saves Time
D. Integrates with third-party systems

Explanation
Flow Designer automates business logic, integrates with third-party services and saves time.

It does not require scripting expertise.

Question 306

What are the two types of inbound email actions? Select 2 Answers from the below options.

A. Send an email back to the source that triggered the action.
B. Forward the inbound email to the intended user
C. Set a value for a field in the target table
D. Template the inbound email response

Answer 306

A. Send an email back to the source that triggered the action.
C. Set a value for a field in the target table

Explanation
Inbound email actions are the actions the system takes in response to messages from users.

An inbound email action checks the email for a watermark that associates it with a task and checks for other conditions.

If the conditions are met, the system takes the inbound email action that you configure.

The system can take two types of actions:

• Record action: setting a value for a field in the target table.
• Email reply: sending an email back to the source that triggered the action.

Question 307

Where do the ServiceNow client-side scripts execute?

A. Internet
B. Web Browser
C. ServiceNow Database
D. Application Server

Answer 307

B. Web Browser

Explanation
ServiceNow client-side scripts run in a web browser.

The web browser is the client and is the only thing that is installed on the client.

Client scripts allow the system to run JavaScript on the client (web browser) when client-based events occur, such as when a form loads, after form submission, or when a field changes value.

Question 308

Different form templates can be applied to a form by accessing the _______.

A. Template editor
B. Toggle template views
C. Template bar
D. Template creator

Answer 308

C. Template bar

Explanation
The Template Bar allows users to select different templates to apply to the form.

Use the template bar to apply, edit, and create templates.

The template bar appears at the bottom of the form.

Click a template, which appears in blue text, to apply them to the form.

Use the buttons to the right to add, edit, and access the complete list of templates.

Question 309

When using the Service Portal, how do end-users typically access the service catalogue?

A. Under System Status
B. Under Request Something
C. In the Community
D. In the Knowledge Base

Answer 309

B. Under Request Something

Explanation
When using the Service Portal, end-users typically access the service catalogue by clicking on the Request Something.

Question 310

Which group types are provided in the base system? Select 3 Answers from the below options.

A. notification
B. itil
C. survey
D. approval
E. catalog

Answer 310

B. itil
C. survey
E. catalog

Explanation
The following group types are provided in the base system:

catalog, itil and survey.

Use the Type field to define categories of groups.

Once defined, you can use these categories to filter assignment groups based on the group type using a reference qualifier.

For example, when selecting an assignment group from the Incident form, Type can be used to filter groups based on whether they are typically involved in the Incident management process.

Question 311

Which of the following aspects of the Service Catalog application can a Catalog Administrator manage? Select 3 Answers from the below options.

A. Catalogs
B. Catalog Item
C. Scripting functions
D. Categories
E. Business Rules

Answer 311

A. Catalogs
B. Catalog Item
D. Categories

Explanation
Users with the Catalog Administrator [catalog_admin] role can manage the Service Catalog application, including catalogs, categories and items, but not including scripting functions available to administrators [admin].

Question 312

Which table does the Change Request [change_request] extend?

A. Incident [incident]
B. Problem [problem]
C. Request [sc_request]
D. Task [task]

Answer 312

D. Task [task]

Explanation
Change Request, Incident, Problem and Request extend the Task [task] table.

The Task table is a base class that provides fields for the core ITSM applications such as Incident, Problem, and Change Management.

All applications that extend the Task table share these fields in common.

Question 313

(Quebec) What is automatically deleted when a non-dependent relationship is deleted from the CI Relationship [cmdb_rel_ci] table?

A. All existing relationships on the previously related CIs
B. All child relationships on the previuosly related CIs
C. All corresponding records in the Relationship Sources table
D. The CIs that were related to each other

Answer 313

C. All corresponding records in the Relationship Sources table

Explanation
When a non-dependent relationship is deleted from the CI Relationship [cmdb_rel_ci] table, all cascading corresponding records in the Relationship Sources [sys_rel_source] table are automatically deleted.

Question 314

What is the recommended way to share a report?

A. Download as PDF
B. Publish to an instance URL
C. Email an attachment
D. Select Share

Answer 314

D. Select Share

Explanation
Using the Share option on the upper right side of the report form is recommended to share a report.

Sharing ensures the report data is always up to date when the report is run.

Other options generate a static report or make it publicly available.

Question 315

What is the best way to share a knowledge article with another user?

A. Taking a screenshot
B. A permalink
C. Copying and pasting the text
D. Sharing the keywords

Answer 315

B. A permalink

Explanation
Using a permalink is the best way to share a knowledge article with another user.

You can click Copy Permalink to copy the URL of the latest article version to the clipboard.

Question 316

What phase of the Report Designer allows you to choose colours, title and chart properties?

A. Configure
B. Style
C. Data
D. Type

Answer 316

B. Style

Explanation
You can choose colours, title and chart properties under the Style tab.

You can define the report grouping under the Configure tab.

You can select the visualisation format under the Type tab.

You can enter a Report name, Source type and a table or data source under the Data tab.

Question 317

What sorting options are available by default on the knowledge article list when opening a knowledge base from the service portal? Select 3 Answers from the below options.

A. Category
B. Newest
C. Rating
D. Views
E. Alphabetical

Answer 317

B. Newest
D. Views
E. Alphabetical

Explanation
You can sort knowledge articles by Views, Newest and Alphabetical attributes in ascending and descending orders when opening a knowledge base from the service portal.

You can additionally refine the article list by applying filters such as their category and rating.

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Question 318

Which of the following tabs are used to configure an email notification? Select 3 Answers from the below options.

A. What it will contain
B. Which email template
C. What the subject is
D. Who will receive
E. When to send

Answer 318

A. What it will contain
D. Who will receive
E. When to send

Explanation
Use the following tabs in the Notification form to configure an email notification:

• When to send (Conditions required to send the notification),
• Who will receive (Recipients of the notification),
• What it will contain (Contents of the notification).
• What Digest will contain (Contents of the email digest, if the notification can be delivered in a digest).

Question 319

What allows you to see more information on the same screen real estate when using Visual Task Boards?

A. Compact Cards
B. Card Thumbnails
C. Card Groups
D. Minimise Tasks

Answer 319

A. Compact Cards

Explanation
Compact Cards allows you to see more information in the same screen real estate when using Visual Task Boards.

Compact Cards decreases the lane width and card information.

Thumbnail images do not appear on the card in this mode.

Question 320

Which of the following are captured in an update set? Select 3 Answers from the below options.

A. Report Definitions
B. Modified CIs
C. Business Rules
D. New Data Records
E. Published Flows

Answer 320

A. Report Definitions
C. Business Rules
E. Published Flows

Explanation
Records such as Business Rules, Client Scripts, Fields, Forms and Form Sections, Report Definitions, Tables, Views, Roles, and Published Flows are captured in an update set.

Data such as New Data Records, Modified Data Records, Tasks, Modified CIs, new Users and Groups, Schedules, Scheduled Jobs and Homepages (if not manually added) are not captured in an update set.

Question 321

What IT challenges can be solved with the CMDB? Select 3 Answers from the below options.

A. Capture known configuration items (CIs)
B. Store well-defined relationships
C. Consolidate disparate Configuration Item (CI) data into a single Configuration Management Database
D. Regularly maintain complex data for accuracy
E. Make sense of data to drive decisions and services.

Answer 321

C. Consolidate disparate Configuration Item (CI) data into a single Configuration Management Database
D. Regularly maintain complex data for accuracy
E. Make sense of data to drive decisions and services.

Explanation
Some of the IT challenges that can be solved with the CMDB are:

• consolidating disparate Configuration Item (CI) data into a single Configuration,
• regularly maintaining complex data for accuracy and
• making sense of data to drive decisions and services.