CSA Flashcards
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
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.
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
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.
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.
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.
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
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.
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
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.
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
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.
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)
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.
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
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.
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
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.
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
B. Log Out ServiceNow
C. Elevate Roles
D. Impersonate Users
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
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.
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.
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.
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
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:
- Parent table name
- Table name
- 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.
What is the platform name for the User table?
A.u_users
B.sys_users
C.x_users
D.sys_user
D.sys_user
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.
A.the order number
Which would NOT appear in the History section of the Application Navigator?
A.Records
B.UI Pages
C.Lists
D.Forms
B.UI Pages
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
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.
Which of the following is used to initiate a flow?
A. A Trigger
B. Core Action
C. A spoke
D. An Event
A. A Trigger
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
D.Service Catalog variables are global by default
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
A.It displays actions such as creating quick reports, configuring the list, and exporting data
Which ServiceNow products can be used to discover and populate the CMDB? (Choose two.)
A. Discovery
B. IntegrationHub ETL
C. Finder
D. CMDB Plug-in
E. CMDB Integration Dashboard
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.
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
D.Mapping fields using a Field Map
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
D.The CMDB contains ITIL process data pertaining to configuration items
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
A.Field, Operator, then Value
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
B.A business rule can be a piece of Javascript
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
A.onSubmit
B.onCellEdit
D.onLoad
F.onChange
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
A.Base Tables
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
A. Connect Chat
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
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.
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
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.
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
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.
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
C. Dot-Walking
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
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
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
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
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
A. Banner Image
C. Browser Tab Title
D. System Date Format
What is the function of user impersonation?
A. Testing and visibility
B. Activate verbose logging
C. View custom perspectives
D. Unlock Application master list
A. Testing and visibility
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
B. The definition for each table and column
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
B. Insert creates a new record and Update saves changes, both exit the form
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
A. Event Log contains generated Events, the Event Registry is a table of Event definitions
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
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.
Which group of permissions is used to control Application and Module access?
A. Access Control Rules
B. UI Policies
C. Roles
D. Assignment Rules
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.
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
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.
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
A. They direct the user to a record producer
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
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.+
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
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.
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
B. Maintain Items
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
C. List Editor
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
D. Multiple Choice, Select Box, and Checkbox
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
A. Workflows are moved using Update Sets
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 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.
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
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.
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
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.
A knowledge article must be which of the following states to display to a user?
A. Published
B. Drafted
C. Retired
D. Reviewed
A. Published
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
C. Virtual Agent
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
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.
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
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.
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
D. task
Which are valid Service Now User Authentication Methods? (Choose three.)
A. XML feed
B. Local database
C. LDAP
D. SSO
E. FTP authentication
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.
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
A. Roles
B. Conditional Expressions
D. Scripts
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
B. Banner frame
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
C. Assign a name, set visibility, and save
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
D. Incident > Assigned to me
Which of the following is used to categorize, flag, and locate records?
A. Search
B. Favorites
C. Tags
D. Bookmarks
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.
Which tool should be used to populate commonly used fields in a form?
A. Template
B. Reference Qualifier
C. Formatter
D. Assignment Rule
A. Template
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
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.
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
C. A role is one record in the Role [sys_user_role] table
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
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.
Which one of the following is NOT a type of Visual Task Board?
A. Flexible
B. Freeform
C. Feature
D. Guided boards
The correct answer is C. Feature. There are three types of Visual Task Boards in ServiceNow - Flexible, Freeform, and Guided boards.
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.
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.
What are two ways to generate an Event? (Choose two.)
A. Business Rule
B. Workflow
C. Log entry
D. Knowledge article publication
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.
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]
A. Task [task]
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
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.
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
A. Unique 32-character identifier that is assigned to every record in ServiceNow.
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
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.
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
B. For a specific row, column, or table
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
The primary application used to load data into ServiceNow is C. System Import Sets.
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
The correct answer is D. The following steps can be used to import new data into ServiceNow from a spreadsheet:
- Open the target table and select Import Set > Load Data.
- Choose the file to import and map the fields in the import set table to fields in the target table.
- Create or select a transform map to define how the data in the import set should be transformed to fit the target table.
- Run the transform to apply the transform map and import the data into the target table.
OR D??
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
A. CI Relationship Editor
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
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.
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
D. Changes made to: table, forms, views, and fields
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
D. Verify Update Set is Complete, Retrieve, Preview, Commit
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
B. a spoke
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
D. Application Scope
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.
C. If a row level rule and a field level rule exist, both rules must be true before an operation is allowed
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
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].
Where does the System Administrator navigate to edit a catalogue item?
A. Maintain Items
B. Service Portal
C. Service Catalogs
D. Create Incident
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.
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
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.
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
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.
(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
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.
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
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.
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
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.
Which tab contains the Activity Stream for a task?
A. Conflicts
B. Notes
C. Resolution information
D. Related Records
B. Notes
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
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.
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
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.
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
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.
Which search feature can you use to narrow down search results in ServiceNow?
A. Containers
B. Platform Locators
C. Context Finder
D. Wildcard Characters
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
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
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.
(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
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.
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
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’.
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
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.
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
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.
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
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.
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
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
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
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.
(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
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.
(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]
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.
Under which Report Designer tab can you define the report grouping?
A. Style
B. Type
C. Data
D. Configure
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.
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
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.
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
D. Determine specific CI information required to support capabilities and build organizational buy-in
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
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.
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.
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.
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
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.
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.
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.
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
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.
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
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.
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
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.
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]
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.
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
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.
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
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.
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
B. Workflow
C. Flow
Explanation
Flow and Workflow are the two options to define the fulfilment process for a service catalogue item.
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
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.
Which of the following applications is available to all users?
A. Facilities
B. Self-Service
C.Incident
D. Change
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.
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
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.
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
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.
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()
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.
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
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.
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
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.
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
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.
