CSA Test 4

Question 1

Common Services Data Model (CSDM)

Answer 1

Explanation
Common Services Data Model (CSDM) represents a standard and shared set of service-related definitions across the products and platform.

The CSDM terms and definitions enable and support true service level reporting and provide prescriptive guidelines for service modelling within the ServiceNow Configuration Management Database (CMDB).

The CSDM data model is a CMDB framework that supports multiple configuration strategies. The data model includes guidelines for using base system tables and relationships. Many ServiceNow products depend on data within this data model.

You can use the CSDM as a blueprint to map your IT services to the ServiceNow platform. The CSDM is a CMDB -based framework that identifies where to place data for the products that you’re using. Also, the CSDM is the standard for all ServiceNow products that use the CMDB. Following the CSDM framework ensures that the data your ServiceNow application requires maps correctly to the appropriate CMDB tables.

Question 2

What are the three sections of an Access Control record that must evaluate to true to grant access to a resource?

Select 3 Answers from the below options.

• Condition Script
• Reqquires Role
• Script
• Condition
• Advanced

Answer 2

• Requires Role
• Script
• Condition

Explanation
Access Control Rules allow access to the specified resource if all three of these checks evaluate to true:

The user has one of the roles specified in the Role list, or the list is empty.

Conditions in the Condition field evaluate to true, or conditions are empty.

The script in the Script field (advanced) evaluates to true, or sets the variable ‘answer’ to true, or is empty.

The three checks are evaluated independently in the order displayed above.

Each access control rule specifies:

The object being secured (e.g. table, field).

The permissions required to access the object.

Operation - a valid action the system can take (CRUD).

Note: Access Controls do not have a Condition Script section. The Advanced field makes the Script section visible.

Question 3

Which of the following are the data visualisation formats in ServiceNow?

Select 3 Answers from the below options.

• Form Charts
• Dashboards
• Databases
• Reports
• Tables

Answer 3

• Form Charts
• Dashboards
• Reports

Explanation
Visualisations convey complex data, which can be difficult to describe in words using a chart or graph. Application developers visualise data to transform records into meaningful information for the application’s users. The information should drive actions.

Data visualisations allow developers to present data to users in easily consumable ways. The formats are:

Reports: visualisation of data for analysis

On-demand bar and pie charts created from lists: users create charts for any column on a list

% Complete indicators in lists: bar indicates how close a record is to completion

Chart data type for forms: inserts a report into a form

Dashboards: collection of widgets consisting of reports and analytics

Question 4

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

Answer 4

True

Explanation
A condition field specifies when to run business logic, such as a business rule or workflow.

There are two types of condition fields:

Condition string: A text field that accepts a plain JavaScript condition statement. The system validates the condition syntax for correctness before an update.

Conditions: A field that adds a condition builder to a form. Condition builders require specifying a dependent field whose values the system uses to display choice list options. Typically, the dependent field is the Table field.

The system evaluates both types of condition fields to determine if the conditions are true or false. When true, the system runs the business logic. When false, the system ignores the business logic.

You can use the condition builder to determine when the business rule should run based on the field values in the selected Table. You can also use the Condition field to build a condition with a script.

The field returns true if there is no value in the Condition field.

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

Question 5

Which of the following describes creating a field on a table with Form Designer?

Answer 5

From the Field Types tab, drag the field type onto the form and configure the field

Explanation
With form design, you can accomplish the same tasks as form layout in a graphical tool called the form designer. You can also access field properties and add information from macros or previously scripted UI elements.

The field navigator allows you to manage fields on the form. It contains the following elements:

Filter: Allows text search on the currently selected tab.

Fields: Displays a list of existing fields you can add to the current form.

Field Types: Displays a list of field types you can add to the current form. Adding a field type to the form layout creates fields in the selected table when the form layout is saved.

You can use the Field Types tab to create fields in a table while adding them to the form.

Form sections do not have New Field buttons.

You can use the Fields tab to add existing fields to the form.

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

Question 6

(Vancouver) Which portal allows you to discover catalogue items and record producers based on their topics and taxonomy?

• Knowledge portal
• self-service portal
• service portal
• service workspace portal
• employee center

Answer 6

Employee Center

Explanation
You can configure topics and taxonomy for catalogue items or record producers in Catalog Builder to make them discoverable on Employee Center.

While creating or editing catalogue items in Catalog Builder, you can browse the topics to add in the Location step. In the Topics card, you can select a taxonomy and its associated topics for a catalogue item to make it discoverable on the Employee Center.

Question 7

Who has access to create, edit or delete sorting criteria in Visual Task Boards?

• Primary and additional assignees of the board cards
• Users with vtb_admin role
• The owner of the board
• All board members

Answer 7

The owner of the board

Explanation
You can sort Visual Task Boards using criteria you create with a Sort-Filter option, grouping items by properties to help organise your cards.

Only the owner of the board can create the sorting criteria and add, edit, or delete the criteria. The criteria appear as ‘read-only’ for other users.

Question 8

cascade cleanup

Answer 8

Explanation
A life cycle update for a CI affects its dependent CIs. For example, when the CI that a dependent CI depends on is deleted, the dependent CI becomes orphan with no further use. To maintain the integrity and health of the CMDB, the system applies cascade-cleanup processes to dependent CIs that are affected by a life cycle update.

You can apply processes of dependent CIs management to orphan-dependent CIs from previous delete or archive operations. When enabling dependent CIs management, cascade-cleanup operations apply only from when the feature is enabled. You can improve the overall performance and data integrity of the CMDB by applying the same cascade-cleanup operations to orphan-dependent CIs that existed in the CMDB before the feature was enabled.

You can enable dependent CIs management to ensure future cascade-cleanup of any orphan-dependent CIs and activate the Cleanup Orphan CIs scheduled job to perform a one-time cascade-cleanup of dependent CIs that were previously orphaned.

Question 9

Which of the following are the notification preferences that users can manage?

Select 4 Answers from the below options.

• Disable receipt of specific notifications
• Include/exclude attachments in notifications
• Enable/disable notifications
• Apply a schedule to a notification
• Add a new channel (email address, mobile device for push notifications, SMS, voice)

Answer 9

• Disable receipt of specific notifications
• Enable/disable notifications
• Apply a schedule to a notification
• Add a new channel (email address, mobile device for push notifications, SMS, voice)

Explanation
You can set notification preferences to receive updates via email or other channels on the content you are following.

You can subscribe, schedule or disable a notification. You can also turn off all notifications.

You can set up where and how you want to receive notifications by creating a channel for email, instant message, SMS, or voice.

Note: Users cannot manage the inclusion or exclusion of attachments in notifications in their Notification Preferences.

Question 10

Which of the following indicates the type of relationship for the bi-directionally related tables, and the related records are visible from both tables in a related list?

• Parent/Child
• Referenced
• Extended
• MetricBase
• Many to Many
• One to Many
• Database View

Answer 10

Many to Many

Explanation
Many-to-many relationships allow a list to point to a list of entries rather than a single field.

For a list to be related to another list, a many-to-many relationship that refers to both tables must exist.

The Many to Many Definitions [sys_m2m] table allows administrators to create custom many-to-many relationships.

Question 11

Which of the following is true about the CMDB Data Manager?

• It is a policy-driven framework for managing CI life cycle operations
• It is a wizard-like tool that provides a comprehensive solution for managing CIs
• It is a framework that supports multiple configuration strategies
• It can create policies that govern CI life cycle stages such as retirement and deletion

Answer 11

• It is a policy-driven framework for managing CI life cycle operations
• It is a wizard-like tool that provides a comprehensive solution for managing CIs
• It can create policies that govern CI life cycle stages such as retirement and deletion

Explanation
You can use the CMDB Data Manager to centrally create, publish, and manage the CI policies that automatically drive CI life cycle operations. CMDB Data Manager is a policy-driven framework for managing CI life cycle operations such as deletion and archival. It follows Common Service Data Model (CSDM) standards.

CMDB Data Manager is a wizard-like tool that provides a comprehensive solution for managing CIs in the following ways:

Operates in bulk

Scales to large CMDBs.

Helps maintain the CMDB healthy and efficient

Copes with rapid changes in a cloud-based world.

You can use the CMDB Data Manager to create policies that govern CI life cycle stages, such as retirement and deletion.

You can use the Teams related list to track the different types of groups assigned to a CI.

You can create before and after Java scripts for a data source of a CMDB integration application so that you can manipulate Identification and Reconciliation Engine (IRE) input and output payloads.

You can use CI Class Manager to add related entries for IRE identification rules.

You can use the extended IRE rules in key CMDB classes so that overlapping IP addresses in different networks can be identified and maintained as separate CIs.

Question 12

What are the possible data source file formats for an import set?

Select 4 Answers from the below options.

• XLSX
• TXT
• XML
• CSV
• JSON

Answer 12

• XLSX
• XML
• CSV
• JSON

Explanation
An import set is used to import data from various data sources and then map that data into ServiceNow tables.

You can import data from:

A local source file (e.g. XML, CSV, XLS, XLSX, JSON)

A network server by providing a path and authentication information

An LDAP connection

A JDBC connection

TXT (text) is not the file format that can be used as a data source.

Question 13

Where can fulfillers navigate to find catalogue tasks assigned to them and their groups to fulfil requests?

Select 2 Answers from the below options.

• Service Desk > My Groups Work
• Service Desk > My Work
• Service Catalog > My Groups Work
• Service Catalog > My Work

Answer 13

• Service Desk > My Groups Work
• Service Desk > My Work

Explanation
The Now Platform includes a default homepage and the ServiceNow Service Desk application to provide a basic set of service desk functions.

Both can be customised to suit the processes you are involved in and the organisation’s needs.

A process user can navigate to Service Desk, and My Work or My Groups Work to locate the relevant tasks and assign them appropriately.

Tasks in the My Work module are assigned to individuals

Tasks in the My Groups Work module are assigned to a group but not yet assigned to a specific user

Question 14

When using Manage Developers, what deployment permissions can be assigned to a group or user for a specific application?

Select 3 Answers from the below options.

• Manage Update Set
• Publish to App Store
• Flow Designer
• Integrations
• Upgrade App

Answer 14

• Manage Update Set
• Publish to App Store
• Upgrade App

Explanation
Administrators can use Manage Developers to assign one or more developer and deployment permissions to a group or user for a specific application. These permissions designate the particular actions the assigned user can perform for the application.

Upgrade App, Publish to App Store and Manage Update Set are some deployment permissions that can be assigned to a group or user for a specific application when using Manage Developers.

For example, you might grant permissions that enable users to upgrade the application and publish to the application repository and ServiceNow Store but prevent publishing to an update set.

Question 15

The VIP value for a user is set to true on the [sys_user] table. The user is listed as the Caller of an incident.

Which of the following statements are true in a baseline platform configuration?

Select 2 Answers from the below options.

• The priority field calculation is adjusted to increase Priority by 1
• The SLA workflow condtions for ‘VIP’ trigger additional notifications to the manager of the Assignment group.
• A ‘VIP’ decoration is displayed next to the caller field
• The user’s name is shown in red in the Caller field.

Answer 15

• A ‘VIP’ decoration is displayed next to the caller field
• The user’s name is shown in red in the Caller field.

Explanation
You can view the callers with VIP status on the incident records list view and the incident form. Organisations commonly designate VIP status in the user record for some of their VIP users.

The user record is automatically checked for VIP status when a caller is assigned to an incident. If the Caller is a VIP caller, an icon appears beside the Caller’s name in the list view or the caller field in the form view.

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

Question 16

You can add human-readable keywords to the URLs of portal pages to improve search engine optimisation (SEO) and click-through rates and help users understand what to expect on the page.

What can be added as human-readable keywords to help with SEO?

Select 2 Answers from the below options.

• Dynamic page variables
• Sys id
• Page id
• Page parameters
• Static Content

Answer 16

• Dynamic page variables
• Static Content

Explanation
You can add human-readable keywords to URLs to improve SEO on Service Portal pages.

Human readable keywords are added to URLs in the following format:

https://<instance>/<portal>/<guest>/<keywords>?id=<page>&<page></page></page></keywords></guest></portal></instance>

Keywords can be populated using static content or dynamic page variables and can include a single slash (/). Dynamic page variables load keywords that are based on data in a record. The page parameters in the URL specify which record to use.

Some portal pages load data from a record that’s specified by a parameter in the URL. For these pages, you can use dynamic page variables to add meta tags, page titles, and human-readable URL keywords that vary depending on the record loaded on the page.

In the following examples, the category and short description of a knowledge article and the category and name of a catalogue item are added as keywords:

https://<instance>/kb/en/faq/what-is-a-cookie?id=kb_article_view&sysparm_article=KB0000007</instance>

https://<instance>/sp/es/hardware/developer-laptop-mac?id=sc_cat_item&sys_id=774906834fbb4200086eeed18110c737</instance>

In the ‘Human readable url structure’ field of the page record, you can specify the keywords to populate the page URL using static content, dynamic page variables, or a combination.

Keywords can include alphanumeric characters, hyphens (‐), one slash (/), and per cent signs (%) for variables.

Note 1: To turn off human-readable URLs for an instance, you can add the glide.service_portal.enable_human_readable_urls property to the System Properties [sys_properties] table and set the value to false.

Note 2: Keywords are automatically formatted to use only lowercase letters, replace spaces with hyphens, and remove any disallowed special characters added by dynamic page variables. If the keywords in the URL exceed 75 characters, they’re truncated to be less than or equal to 75 characters.

Note 3: Page ID and page parameters or sys_id are automatically added to the URL by default.

Question 17

An update set is a group of configuration changes that can be moved from one instance to another; however, not everything is captured.

Which of the following are automatically captured in an update set?

Select 3 Answers from the below options.

• Schedules
• Fields
• Tasks
• Views
• Roles

Answer 17

• Fields
• Views
• Roles

Explanation
An update set is a group of configuration changes that can be moved from one instance to another. This feature allows administrators to group a series of changes into a named set and then move them as a unit to other systems for testing or deployment.

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

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

Question 18

(Vancouver) Which option in the Email Client Template allows you to include attachments from emails while replying to or forwarding emails?

• ‘Attachment is true condition
• glide.email.ingbound.image_sys_attachement.filter.action system property
• email attachment conditions
• Attachment Send Action
• Include attachment from emal

Answer 18

Include attachment from email

Explanation
You can create email client templates to pre-determine the recipients, sender configuration, subject, and content of emails that you send from the email client. Your email client template is applied automatically in the email client based on the specified table, conditions, and execution order.

You can include attachments from emails while replying or forwarding emails by selecting the Include attachment from email option in the Email Client Template.

This helps improve productivity and the user experience for configurable workspaces by including attachments from emails while replying to or forwarding emails.

Note 1: This option applies only to response emails in a configurable workspace. You can find it in the response templates below:

replyall-received

reply-received

forward-sent

reply-sent

replyall-sent

forward-received

Note 2: To provide users with pre-defined content to manually add to the email client, you can create a quick message.

Here are the other options:

‘Attachment Send Action’ is set under the ‘Attachment Handling’ tab on the ‘Email Client Configuration’ form to specify what action to take on attached files during send.

‘Email Attachment Conditions’ is configured under the ‘Attachment Handling’ tab on the ‘Email Client Configuration’ form when you select ‘Conditionally Attach to Target record’. Attachments matching these conditions will be attached to the target record.

glide.email.inbound.image_sys_attachment.filter.action system property is used for the action on filtered inbound email image attachments.

You cannot set an ‘Attachment’ condition on the ‘Email Client Template’ form.

Question 19

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?

• The request is automatically set to Closed Complete
• The requested item is automatically set to Closed Complete
• The requested item moves to the next phase of fulfillment
• The requestor is notified that the request is complete

Answer 19

The requested item is automatically set to Closed Complete

Explanation
The state closure in the request fulfilment process of a catalogue item depends on the status of the associated catalogue tasks, request items, and the request. Here is the state closure dependency between a catalogue task and RITM:

If all catalogue tasks are closed as Closed Complete, the RITM is closed as Closed Complete.

If at least one catalogue task is closed as Closed Incomplete, the RITM is closed as Closed Incomplete.

If all catalogue tasks are closed as Closed Skipped, the RITM is closed as Closed Skipped.

Therefore, when all catalogue tasks are closed, the parent requested item is set to Closed Complete by the workflow.

Note 1: This is applicable only for execution flows.

Note 2: When the ‘Request lifecycle’ option is set to request-driven, the assigned agent can complete and close the request once all the tasks in the request are complete. Also, a ‘Close Complete’ button is visible to the agent assigned to the request. The agent enters work notes before clicking Close Complete. When the button is clicked, the open task is automatically completed (if applicable), and the request transitions to the Complete state.

Question 20

Who can contribute if no User Criteria are specified for ‘Can Contribute’ in a Knowledge Base?

Knowledge Base Managers
No one
All users
User Criteria Admins

Answer 20

Knowledge Base Managers

Explanation
You can assign user criteria to control read or contribute access. ‘Can Contribute’ is the list of user criteria that grants ‘contribute’ access and enables users who match the criteria to create and modify articles in a knowledge base.

If no user criteria are selected for a knowledge base, all users can read, and all users with roles can contribute to that knowledge base. Please note users without a role on the platform cannot contribute to a knowledge base.

Users with special knowledge privileges aren’t evaluated based on user criteria and have knowledge bases and knowledge articles access to read, modify and contribute:

Knowledge administrator

Owner of a knowledge base

Manager of a knowledge base

Depending on the user criteria you want to set, select one or more of the relevant related lists:

Can Read: Users can read knowledge articles in the knowledge base.

Cannot Read: Users can’t read knowledge articles in the knowledge base.

Can Contribute: Users can create, modify, and retire knowledge articles in a knowledge base. Contribute access to a knowledge base also provides read access to all articles in the knowledge base.

Cannot Contribute: Users can’t create, modify, retire, or read knowledge articles in the knowledge base.

For example, you could enable all users in your Support department to have contribute access to a knowledge base by creating a user criteria record with the required department set to Support and then including the user criteria record in the Can Contribute user criteria.

Note 1: By default, when contribute access isn’t provided for a knowledge base, a user must meet both roles and user criteria conditions for read access. However, you can override roles set for a knowledge article and provide access through user criteria only by setting the glide.knowman.search.apply_role_based_security system property to false.

Note 2: When either Cannot Contribute isn’t set, or a user doesn’t match Cannot Contribute, and additionally Can Contribute is not set, the glide.knowman.block_access_with_no_user_criteria property value is further evaluated to determine contribute access:

true: No user has contribute access to the knowledge base except users with special knowledge privileges that are listed above.

false: All users, including unauthenticated users, with at least one role, can contribute to the knowledge base. If the Explicit Roles plugin (com.glide.explicit_roles) is activated, users who have at least one role other than snc_internal can contribute to the knowledge base.

Question 21

Which field data type adds a report to a form?

• Chart
• Link
• Pivot
• Percent Complete
• PDF

Answer 21

Chart

Question 22

Which solution is NOT a best practice when configuring Assignment Rules or Predictive Intelligence?

Answer 22

Setting an Assignment group based solely on Subcategory (Category = None)

Question 23

What application enables you to understand user web and mobile experiences by visualising your metrics and interactions through an interactive dashboard?

• Predictive Intelligence
• User Experience Analytics
• Self-Service Analytics
• Performance Analytics

Answer 23

User Experience Analytics

Explanation
The ServiceNow User Experience Analytics application enables you to understand user web and mobile experiences by visualising your metrics and interactions through an interactive dashboard.

You can also track user experience analytics for authenticated users by default to better understand the Service Portal user experience and identify how to improve it.

The User Experience Analytics for Service Portal provides dashboard views for monitoring the key performance indicators (KPIs) of web applications built on the Service Portal. You can use these insights to optimise your portal.

For example, User Experience Analytics tracks when a user orders a catalogue item or views a knowledge article. You can use this data to infer which items or articles are the most popular among users.

Note: The Service Portal Analytics plugin (com.glide.service-portal.analytics) is activated by default, and User Experience Analytics tracking for portals is on by default.

Question 24

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.

• Knowledge Block
• Knowledge Base
• Knowledge Category
• Knowledge Article

Answer 24

• Knowledge Block
• Knowledge Base
• Knowledge Article

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

User criteria enable you to allow access to users based on role, department, group, location, or company.

You can assign user criteria to control read or contribute access. For example, you could enable all users in your Support department to have contribute access to a knowledge base by creating a user criteria record with the required department set to Support and then including the user criteria record in the Can Contribute user criteria.

Note: To create a user criteria record from the Knowledge module, you must have the user_criteria_admin role in addition to the knowledge role.