Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

CSA - ServiceNow > CSA 2 - Self-Service & Process Automation Practice Test > Flashcards

CSA 2 - Self-Service & Process Automation Practice Test Flashcards

1
Q

When using the Service Portal, how do end-users typically access the service catalogue?

A
  1. Under Request Something
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

Which ServiceNow applications allow users to order products and services? Select 3 Answers from the below options.

A
  1. Service Catalog
  2. Service Portal
  3. Now Mobile
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

(Rome) How is the business duration calculated on a catalogue task once it is closed?

A

Based on the “Actual Start” and “Actual End” fields

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

What are the three different request methods in the Service Catalogue? Select 3 Answers from the below options.

A
  1. Order
  2. Submit
  3. Request
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

How is the content of the email notification for expiring knowledge articles determined?

A
  1. Number of articles expiring in the coming month.
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

Where in the Flow Designer can you find information about the actions you add to a flow?

A

Help Panel

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

In addition to the article ID, what do the knowledge management notification emails include to determine if an article is relevant?

A

Title of the article

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

How is the business duration calculated on a catalogue task once it is closed?

A

Based on the Actual start and Actual end fields

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

Who are automatically assigned the security roles required to manage a knowledge base? Select 2 Answers from the below options.

A
  1. Knowledge Owner

2. Knowledge Managers

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

What record type is normally used to report an outage or propose a new standard change template from the service portal?

A

Record Producer

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

What can you customise in the chat menu displayed to your end-users in the virtual agent? Select 3 Answers from the below options.

A
  1. Add links to web pages or FAQs
  2. Change the icons for phone, email, and live agent support
  3. Set the order of the menu items displayed
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

What is the default data retention policy for knowledge View logs?

A

1 Calendar year

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

Which of the following can ITIL users leverage to create a knowledge article from a resolved incident? Select 2 Answers from the below options.

A
  1. Knowledge check box on incident records

2. KCS article template

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

What filters are available on the Virtual Agent Designer Topics page? Select 3 Answers from the below options.

A
  1. Category
  2. NLU Language
  3. Supported Channels
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

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
  1. Service Desk > My Work

2. Service Desk > My Groups Work

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

Which option is NOT commonly used to populate a knowledge base with knowledge articles?

A

Create articles from received emails

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
17
Q

How can the reports and metrics for unauthenticated users on the Knowledge Management dashboard help knowledge managers?

A

They can track trends of unauthenticated users knowledge searches and article views and measure search effectiveness

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
18
Q

From the end user’s perspective, how are the products and services in the service catalogue organised?

A

Categories and Subcategories

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
19
Q

Which of the following are the limitations of variables for Service Portals? Select 3 Answers from the below options.

A
  1. Ui pages are not supported
  2. Formatters may contain a maximum of 2 columns
  3. Widgets should be used instead of Macros and Macros with Labels
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
20
Q

What types of tests can be run by users to make sure CMDB works after upgrading and deploying new applications or integrations?

A

Quick start tests

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
21
Q

What data can you access when you create a dynamic multi-row variable set (MRVS) form? Select 2 Answers from the below options.

A
  1. Other rows of this multi-row variable set

2. Other variables outside of this multi-row variable set on the catalogue item form.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
22
Q

(Rome) How often does the system delete Flow Designer-related entries from the Variables [var_dictionary] table if they have not been used for more than a year?

A

Monthly

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
23
Q

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

A

Knowledge Base Managers

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
24
Q

(Rome) What system property should you use to set a timeout value that overrides the default timeout when the workflow action is cancelled in Flow Designer?

A

com.glide.cs.fdih.interactive.timeout

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
25
Q

What can a user with the catalog administrator role manage in the service catalog application? Select 3 Answers from the below options.

A
  1. Catalog Items
  2. Categories
  3. Catalogs
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
26
Q

What is a predefined grouping of catalogue items that allows you to select the products and services you need quickly?

A

A bundle

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
27
Q

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

A
  1. A Requested Item (RITM) record
  2. One or more Service Catalog Task (SCTASK) records
  3. A Request (REQ) record
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
28
Q

A fulfiller locates the Catalog tasks related lists to view the SCTASKs associated with the RITM. Why doesn’t he/she see all of the tasks associated with the RITM record?

A

Some tasks must be completed before the next task appears in the related list.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
29
Q

What service request role can create or delete a catalogue and activate or deactivate a catalogue item?

A

catalog_admin

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
30
Q

What are the different types of Service Catalogue items that are fulfilled in the Now Platform? Select 3 Answers from the below options.

A
  1. Order an item
  2. Record producer
  3. Request a service
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
31
Q

An end-user receives a service order confirmation after checkout. Which information provides guidance on the next steps?

A

Stages

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
32
Q

The system administrator evaluates each catalogue item and determines whether approvals are needed and, if so, by whom. Which of the following approval requirements are possible? Select 3 Answers from the below options.

A
  1. The entire request and requested items
  2. None of the requested items
  3. All of the requested items
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
33
Q

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

A

Maintain Items

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
34
Q

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

A
  1. Trigger

2. Action

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
35
Q

The workflow is different for each requested item (RITM), and you can view it to: Select 3 Answers from the below options.

A
  1. Visualise the overall request process
  2. Identify the current action in the process
  3. Anticipate future tasks
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
36
Q

Who has a ‘read’ access to a Requested Item (sc_req_item) record? Select 3 Answers from the below options.

A
  1. Opened by user
  2. Approver
  3. Requested for user
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
37
Q

Which of the following can you do when creating a service catalogue variable? Select 3 Answers from the below options.

A
  1. Make a variable read-only or hide it while defining the variable
  2. Make a group of CheckBox variables mandatory in the Service Portal
  3. Make a question choice inactive
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
38
Q

Which menu item is a shortcut to display the primary Service Catalog to begin browsing items and services?

A

Catalog

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
39
Q

What is the objective of using formal approvals in request management? Select 2 Answers from the below options.

A
  1. To ensure that individual items within the order are complete, accurate, and appropriate before work begins to fulfil the items.
  2. to ensure that overall orders are complete, accurate, and appropriate before individual items are evaluated
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
40
Q

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

A

Attachment

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
41
Q

When submitting an order, the credit card information and the shipping information is associated with the _______.

A

Service Catalogue Request

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
42
Q

How can you hide cascaded variables from an order guide to the underlying catalogue items?

A

Writing on onLoad Catalogue Client Script

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
43
Q

Multiple Choice, Single Line Text, and Select Box are what type of elements in ServiceNow?

A

Variable Types

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
44
Q

Where can you find your saved bundles on the portal homepage?

A

Cart > View Cart

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
45
Q

Which of the following are dynamically generated on the knowledge homepage? Select 2 Answers from the below options.

A
  1. Most Useful

2. Most Viewed

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
46
Q

On what condition is the delegated request experience not supported?

A

If two-step checkout is enabled

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
47
Q

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

A
  1. When a workflow is invoked, the current workflow definition is loaded into the workflow context
  2. Only one published version of a workflow exists in runtime for new contexts
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
48
Q

What should be enabled in the catalogue definition to allow users to save partially-completed requests so that they can complete and submit at a later time?

A

Wish List

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
49
Q

Given that the prebuilt conversations in Virtual Agent Lite are read-only, how do you make the conversations available to your end-users?

A

Duplicate and publish the topics

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
50
Q

What service catalogue variables should be avoided in the Flow Designer for optimal performance?

A

Masked variables

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
51
Q

A requested item record is referenced to what other record(s)? Select 2 Answers from the below options.

A
  1. Child catalog task(s)

2. Parent request

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
52
Q

How can you identify knowledge bases that are accessible to unauthenticated users? Select 2 Answers from the below options.

A
  1. System Property

2. User Criteria

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
53
Q

Which record type in request management is closed first?

A

SCTASK

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
54
Q

Preparing the order is associated with the _______ stage in the Request Management lifecycle.

A

Fulfilment

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
55
Q

What variable types are available for a virtual agent conversation under the Variables tab when testing your topic? Select 3 Answers from the below options.

A
  1. Script variables
  2. Input variables
  3. Live Agent variables
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
56
Q

What service request roles can maintain categories and catalog items and update catalog definition? Select 3 Answers from the below options.

A
  1. catalog_editor
  2. catalog_admin
  3. catalog_manager
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
57
Q

Building an order is normally associated with the _______ stage in the Request Management Lifecycle.

A

Submittal

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
58
Q

What table is used to track articles that have been ‘attached’ to incidents and when articles have been viewed?

A

Knowledge Use [kb_use]

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
59
Q

What plugin needs to be activated to allow translating the content of a catalogue item to a supported language?

A

Localization Framework plugin (com.glide.localization_framework)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
60
Q

What editor is used by knowledge authors to apply predefined formats, code snippets, table of contents, and find or replace text for a knowledge article?

A

HTML

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
61
Q

Which of the following statements are true regarding the ServiceNow Knowledge Management? Select 3 Answers from the below options.

A
  1. You can resolve issues by searching for knowledge articles from an incident.
  2. You can create structured knowledge articles from information generated from a Problem form.
  3. You can add knowledge articles to ServicePortal case records to resolve cases.
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
62
Q

Where can you use VEditor formatter to show variables entered in the catalogue item form? Select 2 Answers from the below options.

A
  1. Requested Item form

2. Catalogue Task form

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
63
Q

What role can create User Criteria for Knowledge Bases?

A

user_criteria_admin

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
64
Q

Which of the following functions can you perform using the HTML editor in knowledge articles? Select 4 Answers from the below options.

A
  1. Find and replace text
  2. Insert or edit a code snippet
  3. Insert a basic table of contents
  4. Include HTML content
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
65
Q

Where can users author cross-enterprise workflows and create a single, unified process on the Now Platform?

A

Process Automation Designer

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
66
Q

(Rome) What community posts allow you to harvest structured knowledge articles? Select 2 Answers from the below options.

A
  1. Solved questions with accepted solutions

2. Unstructured discussions around a question

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
67
Q

What are the different ways for approvers to take approval action? Select 3 Answers from the below options.

A
  1. From the links in the approval notification email
  2. Via the ServiceNow Mobile application
  3. From the My Approvals card on the Service Portal
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
68
Q

What are the two ways for the information provided in the record producer form to be mapped to fields in the resulting record? Select 2 Answers from the below options.

A
  1. Using JavaScript code in the Script field

2. Selecting Map to Field checkbox on the variable record

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
69
Q

Which of the following requires a Content Item to be used to achieve it?

A

View Company Policies

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
70
Q

What application allows you to create or edit a catalogue item using a visual and guided experience along with specified restrictions?

A

Catalog Builder

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
71
Q

What plugins should be activated to enable automated tests for the service catalogue? Select 2 Answers from the below options.

A
  1. Automated Test Framework service Catalog Service Portal (com.glide.automated_testing_impl.service_catalog_portal)
  2. Automated Test Framework Service Catalog (com.glide.automated_testing_impl.service_catalog)
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
72
Q

Which ServiceNow application enables a process user to submit, approve, and fulfil requests?

A

Service Catalog

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
73
Q

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
74
Q

What is the goal of request management? Select 3 Answers from the below options.

A
  1. Enable a streamlined, standardized process.
  2. Inform users about available goods and services
  3. Empower requesters and ensure efficient delivery of items and services
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
75
Q

Which request management persona does best describe someone who submits and fulfils requests?

A

Process User

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
76
Q

Which of the following is commonly used to onboard a new employee that involves provisioning a computer with appropriate software, access to key systems and telephone setup?

A

An Order Guide

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
77
Q

What plugin needs to be enabled to add Knowledge Version [kb_version] to store versions of articles?

A

Knowledge Management Advanced installer (com.snc.knowledge_advanced.installer)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
78
Q

What filter condition allows you to report on incidents created from the ‘Create Incident’ record producer where the value for the ‘Urgency’ question is ‘2-Medium’?

A

Apply a filter condition: ‘Questions.Create Incident. Urgency’ is ‘2-Medium’

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
79
Q

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

A

Record producer

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
80
Q

Which of the following persona reviews and approves a request to purchase office printers for a break room?

A

Approver

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
81
Q

Which of the following enables you to build a catalogue for your portal?

A

Service catalogue widgets

82
Q

Approvers that are identified in the workflow automatically receive email notifications of pending approval requests. How can approvers access and approve a request? Select 4 Answers from the below options.

A
  1. Email notification links
  2. ServiceNow Mobile application
  3. Service Portal
  4. My Approvals module
83
Q

What feature creates reusable components to run common tasks in Virtual Agent conversations?

A

Topic blocks

84
Q

Which of the following variable types can be included in Multi-row Variable Sets?

A

Select Box

85
Q

Knowledge workflows facilitate the publishing and retirement processes and are set at the _______ level.

A

Knowledge Base [kb_knowledge_base]

86
Q

A service desk agent submitted a request for a new phone and an extra charger for an end-user. The request approver reviewed the request and rejected the RITM for the extra charger. What happens to the RITM for the phone?

A

The RITM for the phone continues through the approval process

87
Q

What are the four stages in the request management process? Select 4 Answers from the below options.

A
  1. Submittal
  2. Approval
  3. Fulfilment
  4. Closure
88
Q

Which of the following can you specify with Virtual Agent Lite?

A

Conversation topics in the ITSM self-service category and the platform setup topics

89
Q

Which of the following does the request record include? Select 3 Answers from the below options.

A
  1. Specific item(s) ordered
  2. Aggregate price of the order
  3. Status of the overall order
90
Q

What Script Include contains the business logic for workflows that publish or retire knowledge articles (out of the box)?

A

KBWorkflowSNC

91
Q

What is bypassed in the Flow Designer to allow testing a flow, subflow or action in the background?

A

Flow trigger conditions

92
Q

A record is added to which table each time a knowledge article is viewed?

A

Knowledge Use [kb_use]

93
Q

What type of Flow Designer trigger is needed for an Inbound Email Action?

A

Application-based

94
Q

What items can you restrict when creating a template using the Catalog Builder? Select 3 Answers from the below options.

A
  1. Variable types
  2. Categories
  3. Catalogues
95
Q

A single request is submitted for approval. The RITM workflow includes pre-approval. Which of the following is true?

A

Fulfilment can begin once the REQ is approved

96
Q

What are the different levels for a request to be approved? Select 2 Answers from the below options.

A
  1. Request [sc_request]

2. Requested item [sc_req_item]

97
Q

(Rome) How can you modify data pill values in Flow Designer without writing scripts?

A

Use transform functions

98
Q

How is the business duration calculated on a catalogue task once it is closed?

A

Based on the Actual start and Actual end fields

99
Q

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

A

Scalable

100
Q

(Rome) Where can you view how a catalogue item appears in a conversational interface and modify the item if required?

A

In Catalog Builder

101
Q

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
  1. Knowledge Block
  2. Knowledge Base
  3. Knowledge Article
102
Q

What level of access control rule (ACL) has been added to the Catalog Item [sc_cat_item] table for the catalog_builder_editor role?

A

Field

103
Q

(Rome) How can you measure and track article views, page views, and searches performed by unauthenticated users?

A

By collecting knowledge usage metrics

104
Q

What is the best way to share a knowledge article with another user?

A

A permalink

105
Q

Which of the following request closing states indicates the work that was partially completed?

A

Closed Incomplete

106
Q

What is the minimum role required to update requests and catalogue tasks?

A

sn_request_write

107
Q

Which of the following allows catalogue items to be requested and fulfilled based on defined flows?

A

Request management

108
Q

What are the different ways to create knowledge articles? Select 3 Answers from the below options.

A
  1. Manual Creation
  2. Import
  3. Integrate Externally
109
Q

What are the 2 service catalogues that come with the demo data within ServiceNow? Select 2 Answers from the below options.

A
  1. Technical Catalog

2. Service Catalog

110
Q

Which conversational application/interface enables you to preview and modify catalogue items in Catalog Builder?

A

Virtual Agent

111
Q

What kind of URL links can be previewed in Virtual Agent web and mobile conversations using link unfurling?

A
  1. Text
  2. Videos
  3. Images
112
Q

Which of the following scenarios can allow you to define service fulfilment steps?

A

While creating a catalogue item in Catalog Builder

113
Q

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

A
  1. Duplicate an action or subflow within a flow
  2. Test a flow, subflow, or action in the background.
  3. Look up and delete multiple existing records as a single action
114
Q

What service catalogue component allows for multiple catalogue items to be logically grouped as one request?

A

Order Guide

115
Q

Which of the following statements are true about knowledge article authoring in Microsoft Word? Select 3 Answers from the below options.

A
  1. It is only supported in the Word Online application and not in the Word Desktop app.
  2. The next size of a knowledge article created in Word must be less than 1 MB
  3. You can author and access knowledge articles in Microsoft Word by deploying the Knowledge Management - Add-in for Microsoft Word.
116
Q

(Rome) Which of the following are true statements regarding the Service Catalogue? Select 3 Answers from the below options.

A
  1. You can design a topic conversation in Virtual Agent by including reusable topic blocks to perform request submission tasks
  2. You can enable users to request an item or service and track or approve requests on a mobile device.
  3. You can use the AI-enabled search to quickly find relevant catalogue items in Service Portal and Now Mobile.
117
Q

What type of Flow Designer Trigger is required to look up a record, update a field value and request approval?

A

Record-based

118
Q

What is a user prompted to provide when an interactive activity runs within Process Automation Designer?

A

Input in a Workspace playbook experience

119
Q

What happens if you try to embed videos in the HTML fields of an article body when the HTML sanitizer is enabled?

A

It is embedded in the HTML field of the article body if the format is supported

120
Q

Which of the following is NOT a common scenario for using catalogue items for requests?

A

Associated with other ITSM processes

121
Q

(Rome) What kind of URL links can be previewed in Virtual Agent web and mobile conversations using link unfurling? 3 Answers

A
  1. Videos
  2. Text
  3. Images
122
Q

An end-user needs to place an order for a new phone. Where can he/she search the Service Catalog and submit his/her request?

A

Service Portal

123
Q

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
  1. Give a 1-5 star rating
  2. Mark the article as helpful or not helpful
  3. Leave a comment on the article
124
Q

Which tool allows users to reuse content by creating, editing and publishing knowledge blocks?

A
  1. Agent Workspace
125
Q

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

A
  1. Schedule-based
  2. Application-based
  3. Record-based
126
Q

Where do you navigate in the Now Platform to see a list of catalogue items?

A

Service Catalog > Catalog Definitions > Maintain Items

127
Q

Which Flow Designer plugin is active by default?

A

The Flow Designer Support for the Service Catalog

128
Q

What are the 2 available knowledge article types? Select 2 Answers from the below options.

A
  1. HTML

2. Wiki

129
Q

(Rome) Where can you view instructions or help text associated with a catalogue item variable for additional context?

A

in the variable editor in Workspace

130
Q

What happens if you select Publish when creating articles manually or by import?

A

it trigger the publish workflow assigned to the knowledge base

131
Q

What type of notification allows users to know when knowledge articles are going to expire?

A

Email notifications

132
Q

Which of the following variable type is supported in a multi-row variable set (MRVS)?

A

List Collector

133
Q

(Rome) When can you trigger a pre-publish flow that is defined in Catalog Builder?

A

After submitting the catalogue item

134
Q

Which of the following catalog UI policy actions can be applied to variables on catalog item forms? Select 3 Answers from the below options.

A

1, Visible

  1. Read only
  2. Mandatory
135
Q

Which of the following are included in ServiceNow ITSM applications? Select 2 Answers from the below options.

A
  1. Service Catalog

2. Request Management

136
Q

What is the minimum role required to create or edit a catalogue data lookup definition?

A

catalog_admin

137
Q

Which of the following can you specify for a Rich Text Label variable in a catalogue item?

A

Visible on bundles and guides

138
Q

Which of the following can be predefined for each catalogue item? Select 3 Answers from the below options.

A
  1. Total number of tasks
  2. The group assigned to the tasks
  3. The order of tasks
139
Q

Where can new requests be created from? Select 3 Answers from the below options

A
  1. The Service Catalog application
  2. The Service Portal
  3. An Incident record
140
Q

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

A

As data pills in the Data panel

141
Q

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

A
  1. Provides natural-descriptions of flow logic
  2. Prometes process automation by enabling subject matter experts to develop and share reusable actions
  3. Provides configuration and runtime information to create, operate and troubleshot flows from a single interface
142
Q

What are the two types of approvals in request management? Select 2 Answers from the below options.

A
  1. Process

2. Gating

143
Q

Which of the following business needs can be addressed by Flow Designer? Select 3 Answers from the below options.

A
  1. To integrate with 3rd party systems
  2. To orchestrate business processes across services with little technical user knowledge
  3. To reduce technical debt, such as reduce scripting to simplify upgrades and deployments
144
Q

What variable type should be used for the requester when requesting a catalogue item on behalf of another user?

A

Requested for

145
Q

Which of the following can be performed with multi-row variable sets?

A

Capture data in a grid layout

146
Q

Requested items are contained within which of the following?

A

Service Catalogue Request

147
Q

What is mandatory to select when importing Microsoft Word documents as knowledge articles?

A

Knowledge Base

148
Q

What variable type in Service Catalogue creates radio buttons for user-defined question choices?

A

Multiple Choice

149
Q

When can you create a user-initiated flow in Flow Designer that runs with its own roles and not the user’s roles?

A

When you are on the Flow Properties form to create or update a user-initiated flow or subflow

150
Q

What configuration in the Service Catalogue enables employees to have a consumer-grade experience finding relevant catalogue items in Service Portal and Now Mobile?

A

AI Search

151
Q

What can you disable for knowledge articles from a Knowledge Base form? Select 3 Answers from the below options?

A
  1. Category editing
  2. Commeting
  3. Suggesting
152
Q

What ServiceNow application in the Now Mobile app enables users to retrieve more relevant knowledge articles in search results and have a better experience?

A

AI Search

153
Q

What are the available baseline workflows that can be assigned to each knowledge base? Select 2 Answers from the below options.

A
  1. Knowledge - Approval Retire

2. Knowledge Instant Retire

154
Q

Which table is used to map fields between a problem record and a known error article?

A

CSM Table Map [csm_table_map]

155
Q

What are the different ways for end-users to generate requests? Select 3 Answers from the below options.

A
  1. Ordering items using the Service Portal
  2. Contacting a Virtual Agent through a chat conversation
  3. Visiting an on-site IT support location through a Walk-Up interface
156
Q

Which of the following aspects of the Service Catalog application can a Catalog Administrator manage? Select 3 Answers from the below options.

A
  1. Catalogs
  2. Catalog Item
  3. Categories
157
Q

Which of the following are possible methods of populating a knowledge base with knowledge articles? Select 3 Answers from the below options.

A
  1. Creating articles directly in the ServiceNow platform
  2. Importing Microsoft Word files
  3. Integrating with a WebDAV complicant source
158
Q

What are the different ways for catalogue administrators to design a homepage? Select 3 Answers from the below options.

A
  1. Enabling content types
  2. Customising the catalogue homepage
  3. Adding, removing, and arranging categories
159
Q

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

A

Most Useful

160
Q

What are the different fields for service catalogue and request fulfilment to track lifecycle information? Select 3 Answers from the below options.

A
  1. Stage
  2. Request State
  3. State
161
Q

(Rome) How can you quickly reference the most frequently used articles in Service Portal?

A

By marking them as favorites

162
Q

What are the benefits of the advanced commenting feature in the Knowledge Management Service Portal? Select 3 Answers from the below options.

A
  1. Nested Comments
  2. Add inline images within a comment
  3. Adding attachments
163
Q

Which plugins are used to support Request Management? Select 3 Answers from the below options.

A
  1. ITSM Roles
  2. Service Catalog core applications
  3. Delegated Request Experience
164
Q

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
  1. Newest
  2. Alphabetical
  3. Views
165
Q

Where do you capture the work required to fulfil an order in a catalogue request?

A

Catalog Task [sc_task]

166
Q

What are the different content types in a Content Item? Select 4 Answers from the below options.

A
  1. External Content
  2. Catalogue Content
  3. KB Article
  4. Module
167
Q

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

A
  1. Flow

2. Workflow

168
Q

At what Request Management stage do the process users complete a series of predefined tasks?

A

Fulfilment

169
Q

What governs the specific approvals and fulfilment tasks for a specific catalogue item?

A

The workflow associated with each item record

170
Q

(Rome) How can users interact with agents and respond to them at their convenience through Virtual Agent in the web channel?

A

Asynchronous chat

171
Q

What are the primary tables associated with catalog definitions? Select 4 Answers from the below options.

A
  1. Catalog Item [sc_cat_item]
  2. Catalog [sc_catalog]
  3. Category [sc_category]
  4. Order guide [sc_cat_item_guide]
172
Q

(Rome) Which feature enables you to maintain a unified content categorisation across different content types such as catalogue items, knowledge articles, and community posts?

A

Taxonomy

173
Q

What source types are available when viewing the source of a knowledge article search in the search log? Select 4 Answers from the below options.

A
  1. Classic: Now Platform application
  2. Portal: Service Portal application
  3. Workspace: Agent Assist in Workspace
  4. Knowledge Classic: Knowledge Management v3 or v2
174
Q

In Process Automation Designer, what does a lane represent in your overall business process?

A

A stage

175
Q

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
  1. Answering FAQs
  2. Performing diagnostics
  3. Providing how-to information
176
Q

Which Chatbot on the Now Platform allows you to send notifications directly to Slack and Microsoft Teams users?

A

Virtual Agent

177
Q

Who can create additional ad-hoc tasks for a requested item?

A

Fulfillers with permissions

178
Q

Which of the following is the proper syntax for accessing the values of variables from a Record Producer script field?

A

producer.variable_name

179
Q

If an end-user wants to report an Incident, where does he/she navigate to on the service portal?

A

In ‘Can We Help You?’ Category in the Service Catalogue

180
Q

What role can manage all aspects of the Service Catalog application and the scripting functions?

A

Administrators (admin)

181
Q

What are the different ways that ITIL processes interact with Knowledge Management? Select 3 Answers from the below options.

A
  1. Provides workaround information to resolve incidents related to problems and known errors.
  2. Provides access to knowledge articles in the service catalogue (using content items)
  3. Provide troubleshooting information to resolve incidents.
182
Q

What role CANNOT reassign their catalogs to the catalog manager?

A

Catalog editors

183
Q

Authorising an order is normally associated with the _______ stage in the Request Management Lifecycle.

A

Approval

184
Q

Which of the following statements are true regarding the use of Knowledge Management with Customer Service Management? Select 2 Answers from the below options

A
  1. You can create knowledge articles using templates from a case in Agent Workspace
  2. You can add knowledge articles to Service Portal case records to resolve cases
185
Q

What variable type can be only used once in a catalogue item?

A

Requested for

186
Q

Which template can be created and saved for use as outputs in Flow Designer steps or actions?

A

Complex objects

187
Q

Which one of the following is NOT part of a workflow?

A

Connector

188
Q

Which section on the catalogue item variable form enables you to add instructions or help text?

A

Annotation

189
Q

Which of the following definitions corresponds to Service Catalogue?

A

It contains a collection of orderable products and services

190
Q

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

A

Flag article

191
Q

Where can you customise the chat menu displayed to your end-users in the Virtual Agent?

A

Collaboration > Branding and Chat Menu

192
Q

How do you define conditions that are evaluated against users to determine which users can access catalogue items?

A

User criteria [user_criteria]

193
Q

Which persona is responsible for controlling changes to the Service Catalog and ensuring Service Catalog issues are resolved?

A

Catalog Manager

194
Q

What data type in a survey metric has the field validation option to validate email, IP address, phone number or URL?

A

String

195
Q

What can you leverage on the ServiceNow Platform to eliminate scripting for a catalogue item or a variable set?

A

Data Lookup Rules

196
Q

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

A
  1. Represent reusable operations for use across multiple flows
  2. Provide the ability to build your own custom actions
  3. Can be contained in a spoke
197
Q

What can you do with the Process Automation Designer? Select 3 Answers from the below options.

A
  1. Guide end-users to complete a process in a task-oriented interface, such as a playbook
  2. Connect multiple flows and actions into an end-to-end business workflow
  3. Organise process activities in a digitised task board interface
198
Q

(Rome) Which conversational application/interface enables you to preview and modify catalogue items in Catalog Builder?

A

Virtual Agent

199
Q

What are the purposes you may use Content Items for? Select 3 Answers from the below options.

A
  1. Link to Catalogue Content
  2. Link to a Knowledge Base Article
  3. External Content
200
Q

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

A

Knowledge Management

CSA - ServiceNow (4 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2024 Bold Learning Solutions. Terms and Conditions