CSA Test 1 Flashcards
Notes
Explanation
The Notes tab contains the Activity Stream for a task.
An activity stream is a list of entries in records and conversations. Examples of activity streams include journal fields like comments and work notes displayed in task records and Connect Chat conversations. Activity streams are available in UI15, UI16 and Next Experience UI (Polaris).
There are three types of activity streams.
List activity stream: Streams live activity information for all records on the current list. Click an item to open the record activity stream without opening the record.
Record activity stream: Appears in forms configured with the activity formatter. You can customize the activities to include.
When you follow a record to view it in the Connect Chat interface, the conversation contains the same information as the record activity stream. Comments entered in the Connect Chat window update the record activity stream.
Visual Task Boards: Streams live activity information for all task cards in the current task board. Click an item in the activity stream to open the task card and view the activity stream of the record.
Create
Delete
Read
Write
Transform map
Components of an infrastructure required to deliver a product or service
Title of the article
The field will appear to be editable, but the update will fail.
REST
LDAP
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 different file formats for data import, but they are not external data source types.
True/False
Retrieve
Preview
Commit
Explanation
The steps to apply an update set to an instance or commit an update set are: retrieve, preview, and commit.
Manage how update sets store, retrieve, preview, and apply configuration changes between instances.
Administrators have the following options with update sets:
Create an update set to store local changes.
Select the current update set to store local changes.
Commit an update set to prepare it for distribution.
Report on the contents of update sets.
Compare update sets to determine what differences they contain.
Merge separate update sets into a single update set.
Create an external file from an update set.
Retrieve update sets from remote instances.
Apply retrieved update sets.
Back out changes applied from an update set.
Set system properties related to update sets
Reports > Create New
One or more Service Catalog Task (SCTASK) records
A Requested Item (RITM) record
A Request (REQ) record
Module with the plural of the table label
Application Menu with the same name as the table Label
Explanation
Administrators and application developers can create custom tables to store application data. After creating a table, you can modify field types and field labels.
Now Platform application subscriptions include custom table entitlements. You can create custom tables for any purpose up to the entitlement limit in the subscription.
Note: To minimise the existence of unneeded and extraneous tables in an instance, don’t overdo table creation. Create only those tables you need to minimise administrative tasks and shorten upgrade times. Do not extend the [sys_choice] table. Extending the [sys_choice] table is not supported.
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.
Task[task]
Explanation
The Task [task] table is an example of a base table that is extended but is not extending another table.
Business Service [cmdb_ci_service] is extending the Configuration Item [cmdb_ci] table.
Incident [incident] and Change Request [change_request] are extending the Task [task] table.
Every import must have at least on Transform Map
Explanation
Every import must have at least one Transform Map.
Coalescing before transforming is recommended in imports with duplicate records in the target table where duplicates are not desired. However, coalescing is never required.
Developers can reuse staging tables.
Not all applications have imported data, so staging tables are not part of every application.
The fields of all other data types do not have to be mapped; developers do not need to import all columns from the staging table.
Application
Business Rule
Explanation
A business rule is a server-side script that runs when a record is displayed, inserted, updated, or deleted or when a table is queried.
Use business rules to accomplish tasks like automatically changing values in form fields when certain conditions are met or to create events for email notifications and script actions.
Many to Many task relations
Database Rotations
Data Archiving
Explanation
Data archiving, Database Rotations, and Many to Many task relations are the 3 Data Management Plugins.
Schema map, Data dictionary table and Table cleaner are the tools that can help manage data within the instance.
Data archiving: Provides the ability to archive records to minimise performance issues.
Database Rotations: Provides tools for managing large tables to minimise performance issues.
Many to Many task relations: Provides the ability to define many-to-many relationships between task tables.
UI Policy Action
Teams
Explanation
You can use the ‘Teams’ related list to extend and track the different types of groups assigned to a CI. The ‘Teams’ related list associates a user group to a CI based on the group type. The ‘Teams’ related list contains group types that match the Approval group, Change group, Managed by group, and Support group fields in the base system. However, you can add group types needed in your organisation, extending the initial list of group types.
In the base system, the Service [cmdb_ci_service] class and its descendent classes, such as the Application Service [cmdb_ci_service_auto] class, are configured with the ‘Teams’ related list. This configuration provides you with flexibility in tracking group assignments of application services.
Related lists in CI records display additional components contained by that CI, such as disk drives on a server and the rules that control the behaviour of a network router.
The Related List is populated with the components that Discovery finds running on the CI when Discovery runs. The CI record might show different lists from scan to scan, depending on whether or not Discovery found the component.
By default, the Related Lists only display those components associated with that CI in the CMDB discovered by the last scan. Components recorded in the CMDB but not discovered in a scan are deemed absent and do not appear in the list.
- OnLoad()
- OnCellEdit()
- OnSubmit()
- 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.
When editing or publishing an article
Explanation
You can view and act on suggestions when editing or publishing a Knowledge article to improve its search engine optimisation (SEO) and accessibility.
You can improve the search engine optimisation (SEO) and accessibility of your Knowledge articles by reviewing personalised recommendations (such as removing multiple Heading 1 or <H1> tags) and using them to update your articles from the Article Details page.
Suggestions are provided for the following tags:
heading 1 <h1>
anchor <a></a>
image <img></img>
Note: The base system HTML tags used within Knowledge articles as displayed on portal pages have been standardised since the Vancouver release for greater SEO and accessibility for screen readers.
Record-based
Application-based
Schedule-based
Pie chart
Bar chart
Who will receive
When to send
What it will contain
Click AND button; define the second condition; click Run
Explanation
A filter restricts what records appear in a list by providing a set of conditions each record must meet to be included in the list.
A condition consists of the following parts:
Field: Each field contains data from a particular column in the table. Selecting a reference field enables you to dot-walk to data from other tables.
Operator: Each field type has its own set of valid operators. The operator determines if a value is needed.
Value: Each field has its own set of valid values determined by the field type. Reference fields have access to auto-complete, and choice lists provide a list of options.
Grouping: Each condition line is grouped with either an AND or OR connector. The filter requires all condition lines linked with an AND connector to be met. The filter separately evaluates each condition line linked with an OR connector.
After clicking the Funnel icon in the above scenario, you should define the first condition, click the AND button, then define the second condition, and finally click Run.
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.
Flow variables appear as data pills in the Flow Variables section of the Data panel.
Record producer
Explanation
The record producer is used to create an incident or raise an HR case, especially from the Service Portal.
A record producer is a specific catalogue item type that allows end-users to create task-based records.
Use record producers to provide a better end-user experience instead of using the regular task-based form for creating records.
The look and feel of a record producer is similar to that of a catalogue item.
But the record producer generates a task record, such as an incident, instead of a requested item.
You can create a record producer for tables and database views in the same scope as the record producer.
You can also create a record producer for tables that allow creating access from applications in other scopes.
report_view
Explanation
You can secure access and view the reports in the dashboards using the improved report_view access control lists (ACLs).
The report_view operation is a record-type access control list (ACL) that restricts access to reports. Only users with one of the required roles can view reports containing the restricted resource.
There are two kinds of report_view access control lists (ACLs): report_view table ACLs and report_view field ACLs. report_view table ACLs prevent users from viewing report content based on the table specified in the ACL. report_view field ACLs prevent users from viewing reports that use the field specified in the ACL in the group by row, column or aggregation.
For example, a report_view field ACL grants the report_admin role viewing access to the salary field in an HR table. When users with the itil or report_user role access a report grouped on the salary field, they see: Access to this content denied based on report_view field ACLs.
Support Group
Contact
Owner
Explanation
The CMDB is the authoritative source of some information, including Support group, Contact and Owner.
The CMDB is not the authoritative source of all information, such as the contents of all server and application configuration files and server log files.
Maintain Items
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
Configuration Item
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.
Users with dashboard_admin role
Users with edit access to the dashboard
Dashboard owner
User Menu
Explanation
Users can subscribe to notifications available to them through their notification preferences. You can set notification preferences to receive updates via email or other channels on the content you are following.
Notification preferences in the Next Experience UI:
You can set up how you receive web and email notifications in Next Experience.
You should navigate to User Menu > Preferences > Notifications. Select the Core UI tab and then select the email notification preferences you want to configure.
Alternatively, you can navigate to the Notifications menu and click the gear icon and open the notification preferences window to view and personalise the notifications that apply to you across your instance at a central location.
You can set up where and how you want to receive notifications by creating a channel for email, instant messages, SMS, or voice.
You can create personal notifications to get notified on what matters to you or select the notification application and set up your notifications for that application.
Notification preferences in UI16:
To access your notification preferences in UI16, you can click the gear icon () in the banner frame and the System Settings window, click the ‘Notifications’ tab. You can also access the System Settings by navigating to Self Service > My Notification Preferences.
You can set your own notification preferences, including personal subscriptions and channels for receiving them. All users can set these preferences through the ‘Notifications’ tab of the System Settings window.
Notification preferences in UI15 and earlier interfaces:
Users can set their notification preferences through the ‘Notification Preferences’ link in the User form (Self service > My Notification Preferences).
Admins can create user devices and set notification preferences for users through the ‘Notification Preferences’ link in the User form, accessed through the User Administration module (User Administration > Users).
Note 1: Your notifications are based on access and admin configurations. This means you can only enable notifications in notification channels you have permission to access.
Note 2: It is possible to subscribe to an item and disable notifications. Subscription-based notifications enable users to proactively subscribe to items that interest them and unsubscribe from messages that are not mandatory. You can also turn off all notifications.
Guided Setup > ITSM Guided Setup
System Properties > Basic Configuration UI16
Explanation
You can use the Basic Configuration Core UI module to brand your instance with your company logo and colours and set basic system defaults. This place is the best starting point if you set up your instance for the first time or recently enabled Core UI.
You can 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.
Unified Map
Explanation
The Unified Map feature graphically shows a hierarchical map of CIs and their relationships while centred on a CI you choose (referred to as the home node). The Unified Map feature combines some of the Dependency Views and Service Mapping capabilities into a single map with a unified look and feel experience. You can use a map to see related items, changes, and application services related to a CI.
The Unified Map visually shows how CIs are connected to each other, making it useful with products such as Change Management, Incident Management, and Event Management. Nodes on the map represent CIs in the CMDB hierarchy, and different types of lines between the nodes represent the connections between CIs.
For example, Unified Map helps you understand the impact of a change by visually showing how Cis are connected to other CIs by relationships and references. Unified Map also shows the composition of application services, which makes it worthwhile with products such as Event Management and Incident Management. For example, you can see all CIs that are members of the ‘Revenue App’ application service. You can review historical changes and then easily filter the CIs so only Application CIs appear.
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.
The Problem table extends the Task table
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 configure it later in Studio.
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.
Administrators cannot change the password of any user with an application admin role
Users with the impersonator role cannot impersonate admin users
Explanation
Administrators can impersonate other authenticated users for testing purposes and view impersonation logs.
Mobile impersonation is available on ServiceNow mobile apps.
When impersonating another user, the administrator can access exactly what that user can access in the system.
Users with the impersonator role cannot impersonate admin users unless they are also admin.
Users do not need to log out to end an impersonation. Users can select Impersonate User to impersonate another user or select End Impersonation to end it without the need to log out.
Administrators cannot change the password of any user with an application admin role.
Answers FAQs
Providing how-to information
Performing diagnostics
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 the status of 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.
Impersonating users is not a typical task for Virtual Agents. Live agents may impersonate users in a non-production environment for testing purposes only.
Each record corresponds to a row in a table and each field to a column on that table
Explanation
A table is a collection of records in the database.
Each record corresponds to a row on a table.
Each field on a record corresponds to a column on that table.
Applications use tables and records to manage data and processes, such as Incident, Problem, and CMDB.
User menu
Give a 1-5 star rating.
Mark the article as helpful or not helpful
Leave a comment on the article.
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.
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.
System Notification > Email > Notifications
admin
Explanation
Form splits enable you to organise fields on a form into columns. Administrators [admin] can enable multiple form splits on the platform.
A system property (glide.ui.form_multiple_splits) needs to be set to true, and UI should be added to its ‘Categories’ related list.
When you organise fields in this manner, and the user is viewing the form on a small mobile device, the fields within the first split are listed before the fields in the second split. You can also create elements that span the form at the top of the form.
Note: In the below example, the Asset tag, State, Serial number, and Substate fields are listed before any of the fields below them.
Non-admin users cannot add users to a group containing the admin role
To grant the admin role to a user, the granting user must also have the admin role
A user with only the admin role cannot grant the security_admin role to other users
Explanation
Non-admin users cannot add users to a group containing 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.
Referenced by
Referencing
Extended by
Extending
CMDB 360
Multisource CMDB
Explanation
The Multisource CMDB feature that tracks the activities and history of data sources as they insert and update Cl attributes is now included in the CMDB 360 feature.
The Multisource CMDB feature is part of the CMDB 360 feature.
CMDB 360 provides all the functionality and processes of Multisource CMDB plus additional capabilities such as an analytics dashboard and new query functionality. You can access all of the CMDB 360 capabilities in the CMDB 360 view in CMDB Workspace.
You can also see potential related issues and track activities of the discovery sources in your system through the CMDB 360 view.
Note: Some references in the user interface in the CMDB Workspace, Now Platform navigation items, and documentation still contain the string “Multisource.” These occurrences should be considered to refer to the CMDB 360 feature.
Workflow
Flow
Service Level Agreements
- Select the star icon next to a module or application name in the All menu
- Select the star icon in the contextual app pill
- Select the ‘Create Favorite’ item from the context menu of a list of record
Explanation
Favourites help you quickly find and go to your most used pages.
After you add favourites, they appear in the ‘Favorites’ menu in the Next Experience UI or the ‘Favorites’ tab in the Core UI.
In the Next Experience UI, you can add a favourite in one of the following ways:
Add as a favourite from any page by selecting the star icon in the contextual app pill.
Add a module as a favourite from the All menu by selecting the star icon next to the module name.
Add all the modules under an application as favourites from the All menu by selecting the star icon next to the application name.
Add a list as a favourite in the classic environment by selecting the ‘Create Favorite’ item on the context menu next to the list title.
Add a record as a favourite in the classic environment by selecting the ‘Create Favorite’ item on the form context menu next to the record title.
Add a knowledge base article as a favourite by clicking the star icon in the header of the knowledge article.
In the Core UI, you can add a favourite in one of the following ways:
Add a module as a favourite by selecting the star icon next to the module name.
Add all the modules under an application as favourites by selecting the star icon next to the application name.
Add a list as a favourite using the list context menu () and selecting the ‘Create Favorite’ item.
Add a list as a favourite by dragging the breadcrumb and dropping it to the ‘Favorites’ tab.
Add a record as a favourite using the form context menu () and selecting the ‘Create Favorite’ item.
Add a record as a favourite by dragging the record title and dropping it to the ‘Favorites’ tab.
Add a supported link type as a favourite by dragging and dropping it to the ‘Favorites’ tab.
Add a knowledge base article as a favourite by clicking the star icon in the header of the knowledge article.
Note: You can customise how favourites appear by editing their names, icons, and colours and their position in a folder structure.
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 their lanes are changed 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 be your personal organiser to manage any individual task. Lane changes do not update underlying task data.
‘List’ is not a Visual Task Board type.
Sidebar
Explanation
Using Sidebar, agents can have real-time collaboration with others based around a Workspace task-based or interaction-based record. These Sidebar discussions facilitate the exchange of information and knowledge to help resolve issues faster and with higher-quality outcomes.
An agent can initiate a group discussion from a task-based record or interaction-based record. The agent enters preliminary information and context for the discussion and adds subject matter experts to help.
Sidebar is supported in these workspaces:
CSM Configurable Workspace
CSM Manager Workspace
HR Agent Workspace
ITSM Manager Workspace
Vendor Management Workspace
Note: You can create Sidebar discussions on interaction records from Next Experience’s Core UI.
ACL Assessment for Reports
Explanation
You can use the ServiceNow ACL Assessment for Reports to identify reports that are blocked by report_view ACLs (access control lists).
You can use the Report ACL dashboard to identify reports that users can’t see. If the owner doesn’t meet ACL constraints, ACLs can block report creators from their own reports.
The scan evaluates all reports against the report_view ACLs on the instance. It also identifies tables without report_view ACLs and evaluates which users won’t pass the read ACLs on a table.
The ACL assessment then allows you to address users in both categories - those who don’t pass report_view ACLs and those who don’t pass read ACLs on reports without report_view ACLs.
The Report Security plugin enforces ACL checks when reports are created, deleted or updated.
The Security Jump Start plugin adds ACL rules to provide a jump start on securing many system tables to make it easier for an organisation to get into production more quickly
Anonymous Report Center enables users to submit cases without disclosing their identities to agents or admins within their organisations.
The Reporting Statistics Reports plugin provides reports and dashboards on reporting statistics.
Knowledge Management
security_admin
Explanation
Rules for access control lists (ACLs) restrict access to data by requiring users to pass a set of requirements before interacting with it.
Normal admin users can view and debug access control rules. However, administrators must elevate privileges to the security_admin role to create or update existing access control rules.
The security_admin role is the only role with elevated privileges in the base system. This role is automatically assigned to the user, who is the default System Administrator (admin) user. It provides access to ACLs and High Security Settings.
Note 1: To see this role, you must first elevate it to the security_admin role. If you are logged in as the System Administrator (admin) user only, you cannot see the security_admin record in the list of roles.
Note 2: If you grant additional users the admin role, they cannot elevate to a privileged role. Only the out-of-box admin can elevate.
Self-Service
- Can be contained in a spoke
- Provide the ability to build your own custom actions
- Represent reusable operations for use across multiple flows
