Extra Module

Question 1

What can you confirgure to add knowledge articles URLs to your sitemap in Knowledge Portal?

Answer 1

Site Map Generator Record

You can use the ServiceNow Sitemap Generator application to define and automatically generate XML sitemaps to improve search engine optimisation of public portal pages.

The sitemap is generated from a script or static XML. You can create XML sitemaps for web crawlers to index your public portal pages and improve search engine optimisation for your portals. You can also add SEO information to portal pages, such as meta tags that will enhance the searchability of Service Portal pages.

You can add Knowledge article URLs to your sitemap to improve content indexing by public search engines. Beginning with the Utah release, the configuration to generate a sitemap for Knowledge Portal is inactive for new customers.

Question 2

In what order are access controls evaluated?

Answer 2

First the Table, then Field level, from specific to most general.

Question 3

Name 3 UI actions in a form

Answer 3

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

Question 4

Which 2 scripts run on customer side?

Answer 4

Scripts may be server-side (run on the server or database), client-side (run in the user’s browser), or run on the MID server.

Client scripts and UI policies run client-side.

Question 5

What are 3 ways to group items in a list?

Answer 5

You can use one of the following methods to group items in a list:

On the list context menu (or the title bar), click the context menu and select Group By. Select the field by which to group the list. To remove a grouping, select – None –.

Right-click the column name (or click the context menu on the column title) and select Group By. To remove a grouping, select Ungroup.

Select the natural language filter, type ‘group by’ and the field name, and then select the Ask button.

Question 6

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

Answer 6

with transform functions

You can transform data pill values without the need to write a script. Use transform functions to reformat text, perform mathematical calculations, sanitise potentially unsafe SQL statements, and serialise complex objects to raw XML. There are new simple math and string transform functions.

Question 7

What does the AI Predictive intelligence do for incident and case?

Answer 7

Predictive Intelligence enables you to train predictive models and machine-learning solutions that you can apply to your business processes, such as:

Incident categorisation: Predicts the incident category based on the short description.

CSM case assignment: Predicts the case record assignment group based on the short description.

Question 8

Which Service Desk application roles allows users to view a list of related tasks, including their work, groups work, and approvals

Answer 8

itil or service_fulfiller role

Question 9

What type of relationship is recommended between Incident and SLA tables to report on incidents resolved by SLA per incident category?

Answer 9

Incident SLA [incident_sla] is a database view that joins incident to SLA (task_sla) to report on things like incidents resolved by SLA per incident category.

Question 10

What do Application Services represent from an Application Portfolio Management (APM) perspective?

Answer 10

From an Application Portfolio Management (APM) perspective, Application Services represent Installed Instances.

Question 11

What is the primary language used for scripting in ServiceNow?

Answer 11

JavaScript

Question 12

When is an ACL granting access to a user?

Answer 12

An Access Control List (ACL) rule only grants a user access to an object if the user meets all of the following permissions required by the matching ACL rule:

The condition must evaluate to true

The script must evaluate to true or return an answer variable with the value of true

The user must have one of the roles in the required roles list. If the list is empty, this condition evaluates to true

[Record ACL rules only] The matching table-level and field-level ACL rules must both evaluate to true.

Question 13

What sorting options are available when searching for a knowledge article on the Knowledge portal?

Answer 13

Views: sorts by the number of article views.

Newest: sorts by the date created or updated.

Alphabetical: sorts alphabetically by the article Short description field.

Relevancy: sorts by relevance to the search term.

Question 14

Which roles CANNOT be delegated?

Answer 14

the following roles cannot be delegated:

admin,

public,

nobody and

role_delegator (a user with the role_delegator role cannot delegate this role to other group members).

Question 15

Which table does the Change Request [change_request] extend?

Answer 15

Change Request, Incident, Problem and Request extend the Task [task] table.

Question 15

What aspects of the Service Catalog application can a Catalog Administrator manage?

Answer 15

Users with the Catalog Administrator [catalog_admin] role can manage the Service Catalog application, including catalogs, categories and items, but not including scripting functions available to administrators [admin].

Question 16

What is granted to non-administrators for them to develop applications?

Answer 16

Delegated Development

Question 17

What are the database views for incident management in the base system?

Answer 17

incident_sla

incident_metric

incident_time_worked

Question 18

What are the three different request methods in Service Catalogue:

Answer 18

Order

Request

Submit

Question 19

What are 3 true statements about workflows?

Answer 19

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

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

Question 20

Which field data type adds a report to a form?

Answer 20

Chart
The chart screen supports the following report types:

Time Series

Bar

Pie

Question 21

What are the 4 types of client script?

Answer 21

There are four types of client scripts:

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

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

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

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

Question 22

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

Answer 22

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

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

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

Question 23

At what levels can User Criteria be used in Knowledge Management to control who can read and contribute?

Answer 23

Knowledge Base, Knowledge Article, and Knowledge Block levels.