Learn Everything Flashcards by Jessie Kohn

Which is the primary way to interact with the applications and data in a ServiceNow instance?
- Service Portal
- Workspace
- Now Platform UI
- Now Mobile

Now Platform UI (user interface)

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A role is a:
- set of users delegated to perform different tasks
- collection of tasks
- set of members to a subscription
- collection of permissions
- set of users who share a common purpose
- individual to whom you have granted access to your ServiceNow instance

Collection of permissions

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A group is a:
- set of users who share a common purpose
- collection of permissions
- collection of tasks
- individual to whom you have granted access to your ServiceNow instance
- set of members to a subscription
- set of users delegated to perform different tasks

Set of users who share a common purpose

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The Now Platform is an example of which cloud computing model?
- software-as-a-service (SaaS)
- platform-as-a-service (PaaS)
- application platform-as-a-service (aPaaS)
- infrastucture-as-a-service (IaaS)

Application Platform – as – a – Service (aPaas)

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Which of the following workflow types does the Now Platform provide? Select 3
- employee
- customer
- end user
- information technology (IT)

Employee
Customer
Information Technology (IT)

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What are the three main screen elements of the Now Platform User Interface?
- banner frame
- application frame
- application navigator
- banner content
- content frame

Banner Frame
Application Navigator
Content Frame

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Which of the following would be included in the results when entering “service” in the Navigation Filter? Select 2
- Only applications with a name containing “service”
-All modules and sections within the Service Desk application
- Only applications, sections, and modules with names containing “service”
- Any module with a name containing “services”

All modules and sections within the Service Desk application
Any module with a name containing “services”

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What do you select to personalize the system settings of the Now Platform user interface?
- magnifying glass
- question mark
- gear
- logo

Gear

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Which of the following are ways to create a favorite? Select 3
- Drag the breadcrumbs of a filtered list to the favorites tab
- Drag an individual record to the favorites tab
- Select the personalization gear icon
- Select the star of its corresponding section
- Select the star of its corresponding application or module

Drag the breadcrumbs of a filtered list to the favorites tab
Drag an individual record to the favorites tab
Select the star of its corresponding application or module

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What is selected to impersonate another user?
- user menu
- application navigator
- system settings
- magnifying glass

User Menu

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You need to go back to review a record you just looked at recently. What is one of the quickest ways to navigate back to the same record?
- expand every application in the all applications tab
- select the record from the history tab
- navigate back to its corresponding list
- impersonate another user

Select the record from the History Tab

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Each ServiceNow solution provides its own guided setup. When implementing IT Service Management (ITSM), where would you navigate in order to update Now Platform user interface branding, including the company logo and colors? Select 2
- system properties > basic configuration UI16
- system properties > my company
- guided setup > ITSM guided setup
- team development > properties

System Properties > Basic Configuration UI16
Guided Setup > ITSM Guided Setup

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What branding features can be configured? Select 4
- Navigator responses
- Banner image, text, and colors
- Navigator position
- Navigator background and text colors
- Browser tab title
- System date/time formatting

Banner image, text, and colors
Navigator background and text colors
Browser tab title
System date/time formatting

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What are some of the benefits often recognized by branding your instance? Select 3
- Reduce service desk calls
- Accelerate adoption rates
- Create a shared identity
- Gain user trust
- Share comprehensive assignment rules

Accelerate adoption rates
Create a shared identity
Gain user trust

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Lists provide context menus at three different levels. What are the names of those context menus?
- List Filter Context Menu
- List Title Menu
- List Fields Context Menu
- List Description Menu
- List Column Context Menu

List Title Menu
List Fields Context Menu
List Column Context Menu

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A filter is a set of conditions applied to a table to help you find and work with a subset of data. In the Now Platform, filter conditions are also referred to as:
- Column Headings
- Field Values
- Breadcrumbs
- Title Bars

Breadcrumbs

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Which menu can users access to display actions that involve creating quick reports, configuring lists, and export data?
- Column Context Menu
- Record Context Menu
- Value Context Menu
- List Context Menu

Column Context Menu

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Which search feature can be used to help narrow down search results in ServiceNow
- Context Finder
- Wildcard Characters
- Platform Locator
- Containers

Wildcard Characters

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A column in a list represents what in the ServiceNow instance?
- A Record
- A Field
- A Filter
- A List

A Field

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Which menu provides options related to viewing, configuring, creating favorites, and saving form data?
- Form Context Menu
- Form Layout Menu
- Form Personalization Menu
- Form column Menu

Form Context Menu

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What allows users to see a time stamped history of all actions taken within a record?
- Form History
- Activity Stream
- Favorites
- Form Activity

Activity Stream

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Which field type displays records from another table?
- Reference
- Choice
- String
- Attachments

Reference

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When using Form Designer, icons presented on each field include which of the following? Select 3
- Edit icon
- Reference icon
- Field icon
- Remove icon
- Handle icon

Edit icon
Remove icon
Handle icon

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A field can be added to a table and form by accessing which part of the Form Designer interface?
- Form Settings
- Field Navigator
- Form Views
- Field Formatter

Field Navigator

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Different form templates can be applied to a form by accessing the: - Template Creator - Template Editor - Toggle Template Views - Template Bar

- Template Bar

Which of the following is a best practices when configuring Assignment Rules or Predictive Intelligence? Select 4 - Setting an Assignment group and User based on Category and Subcategory - Setting a User based on Category and Subcategory - Setting an Assignment Group and User based on the Short Description - Setting an Assignment Group based on Category and Subcategory - Setting an Assignment Group based solely on Subcategory (Category = None)

- Setting an Assignment group and User based on Category and Subcategory - Setting a User based on Category and Subcategory - Setting an Assignment Group and User based on the Short Description - Setting an Assignment Group based on Category and Subcategory

Which of the following are ways to collaborate with team members on tasks? Select 4 - User presence - Additional comments - Activity stream - Connect chat - Comments

- User presence - Activity stream - Connect chat - Comments

Which tab contains the activity stream for a task? - Conflicts - Notes - Related Records - Resolution Information

- Notes

Which of the following best describes tasks? Select 3 - Tasks lead to quicker resolution times - Tasks can only be performed once - Tasks are repeatable processes - Tasks minimize the possibility of human error

- Tasks lead to quicker resolution times - Tasks are repeatable processes - Tasks minimize the possibility of human error

To see the notifications that are currently defined on the Now Platform, you can navigate to: - System Notification > Email > Notifications - System Definitions > Notifications - System Notifications > Definitions - Notifications > Email > System Notifications

- System Notification > Email > Notifications

When configuring an email notification, where can you choose field values from the record to include within the message? - Select Fields Pane - Select Variables - Variables Context Menu - Platform Variables

- Select Variables

Which three tabs are used to configure an email notification? Select 3 - What it will contain - When to send - Who will receive - Which email template - What the subject is

- When to send - Who will receive - What it will contain

Which feature allows users to manage which notifications they receive about various activities occurring in the platform? - Now on Now - Subscriptions - Platform Chat - ServiceNow Mobile

- Subscriptions

Where can users set their notification subscription preferences? - Notification settings - System settings - Subscription settings - Email settings

- System settings

Notifications in the Now Platform occur through which of the following methods? Select 3 - Virtual Helper - Email - Meeting Invitation - SMS - Workplace Chat

- Email - SMS - Meeting Invitation

Select the visualization types that can be generated from a list of records. Select 2 - Pie chart - Bar chart - Single score - Line chart

- Pie chart - Bar chart

Which phase of the report designer lets you choose a color scheme for the report visualization? - Configure - Data - Type - Style

- Style

Which phase of the report designer lets you define the group by attribute? - Style - Type - Configure - Data

- Configure

Which of the following are valid report sharing options? Select 5 - Add to homepage - Publish - Export to PDF - Add to dashboard - Clone - Schedule - Share

- Publish - Export to PDF - Add to dashboard - Schedule - Share

What is the recommended way to share a report? - Download as PDF - Email as attachment - Share the report - Publish to an instance URL

- Share the report

By default, a report is shared with: - All users and groups - All roles - Only groups that the report creator belongs to - The report creator only

- The report creator only

Which of the following are ways an end user can leave feedback about an article? Select 3 - Leave a comment on the article - Give a 1-5 star rating - Fill out an article quality index checklist - Mark the article as helpful or not helpful - Fill out the knowledge quality survey

- Leave a comment on the article - Give a 1-5 star rating - Mark the article as helpful or not helpful

Which feature allows end users to post questions and answer other user questions? - Neighborhoods - Social FAQ - Social Q&A - Ask ServiceNow

- Social Q & A

What item in the Knowledge Management Service Portal displays articles that have the highest percentage of users marking them helpful? - Featured - Most Helpful - Most Useful - Most Viewed

- Most Useful

What is the best way to share a knowledge article with another user? - A permalink - Sharing the keywords - Taking a screenshot - Copying and pasting the text

- A permalink

Which of the following are possible methods of populating a knowledge base with knowledge articles? Select 3 - Integrating with a WebDev compliant source - Via e-mail to a defined knowledge e-mail address - Creating articles directly in the ServiceNow platform - Importing Microsoft Word files

- Integrating with a WebDev compliant source - Creating articles directly in the ServiceNow platform - Importing Microsoft Word files

If the end user wants to report an incident, where do they navigate on the service portal? - In the Infrastructure Services Category in the Service Catalog - In the Software Category in the Service Catalog - In the Quick Links Category in the Service Catalog - In the Can We Help You? Category in the Service Catalog

- In the Can We Help You? Category in the Service Catalog

What are the two options to define the fulfillment process for a service catalog item? - Plan - Flow - Roadmap - Workflow

- Flow - Workflow

When using the Service Portal, how do end users typically access the service catalog? - Under System Status - Under Request Something - In the Knowledge Base - In the Community

- Under Request Something

Which of the following aspects of the service catalog application can a user with only the Catalog Administrator role manage? Select 3 - Catalog items - Scripting Functions - Catalogs - Categories - Business Rules

- Catalog items - Catalogs - Categories

Where does the System Administrator navigate to edit a catalog item? - Maintain Items - Create Incident - Service Portal - Service Catalogs

- Maintain items

From the end user’s perspective, how are the products and services in the service catalog organized? - Tickets and Requests - Task and Subtasks - Incidents and Problems - Categories and Subcategories

- Categories and Subcategories

Which of the following are flow designer triggers? Select 3 - Application based - Record based - Schedule based - Role based

- Application based - Record based - Schedule based

Which of the following are true regarding Flow Designer actions? Select 3 - Define when the flow is performed - Represent reusable operations for use across multiple flows - Can be contained in a spoke - Require script to develop - Provide the ability to build your own custom actions

- Represent reusable operations for use across multiple flows - Can be contained in a spoke - Provide the ability to build your own custom actions

Which of the following are true regarding Flow Designer? Select 3 - Provides automation tools - Requires scripting experience - Integrates with third party systems - Saves time

- Provides automation tools - Integrates with third party systems - Saves time

Virtual Agent offers a personalized customer experience by automating typical Tier 1 support tasks, including which of the following? Select 3 - Translating languages - Answering FAQs - Performing diagnostics - Providing How-to information

- Answering FAQs - Performing diagnostics - Providing How-to information

The purpose of Virtual Agent is to help users do which of the following? Select 3 - Perform common work tasks - Update financial records - Obtain information - Make decisions

- Perform common work tasks - Obtain information - Make decisions

Which modules can you use to create a new table? Select 2 - Import Tables - Tables & Columns - Tables - Create New

- Tables - Tables and columns

What is created by default when you create a new table? Select 2 - Application menu with the same name as the table label - Dashboard to manage the table's activity - Module with the plural of the table label - A table specific admin role

- Application menu with the same name as the table label - Module with the plural of the table label

Which elevated role is required to modify access control rules? - acl_admin - admin - security_admin

- Security_admin

What types of permissions can be configured in an access control rule? Select 3 - Users - Roles - Script that sets the 'answer' variable to true or false - Groups - Conditions

- Roles - Script that sets the ‘answer’ variable to true or false - Conditions

In what order are access controls evaluated? - First at the Field level (most specific to most general), then at the Table level (most specific to most general) - First at the Table level (most specific to most general), then at the Field level (most specific to most general)

- First at the Table level (most specific to most general), then at the Field level (most specific to most general)

Which tool is used to determine relationships between fields in an import set and an existing table? - Import Set - Coalesce - Transform Map - Target Table

- Transform Map

Which option allows you to update existing Target Table records when importing data from an import set? - Transform - Mandatory - Coalesce - Unique

- Coalesce

What is a CI? Select 3 - Tangible entities (hardware, software, servers) - Intangible entities (business services, email) - Configuration Management Database - Configuration Item - configuration_admin role

- Configuration Item - Tangible entities (hardware, software, servers) - Intangible entities (business services, email)

What are the three key tables in the CMDB? Select 3 - CMDB Properties [cmdb_properties] - Base Configuration [cmdb] - Configuration [cmdb_ci] - CI Relationship [cmdb_rel_ci] - CMDB Baseline [cmdb_baseline]

- Base Configuration [cmdb] - Configuration [cmdb_ci] - CI Relationship [cmdb_rel_ci]

What represents multiple related request items grouped together as one request? - Catalog Item - Variable Set - Order Guide - Record Producer

- Order guide

What is created when an order is placed for a catalog item? Select 3 - A Variable - One or more Service Catalog Task (SCTASK) records - A Request (REQ) record - A Request Item (RITM) record - A Variable Set

- One or more Service Catalog Task (SCTASK) records - A Request (REQ) record - A Request Item (RITM) record

Which of the following runs scripts client-side? Select 2 - Business Rule - Script Include - UI Policy - Client Script

- UI Policy - Client Script

Which script runs when a record is displayed, inserted, updated, deleted, or when a table is queried? - Business Rule - Client Script - UI Policy

- Business Rule

What do you configure to instruct fields how to behave on a form when a UI policy is triggered? - UI Actions - Client Script - Data Policy - UI Policy Action

- UI Policy Action

What attributes of a field can a UI policy action change on a form? Select 3 - Visible/hidden - Mandatory - Prevent cell editing - Read-only - Change color

- Visible/Hidden - Mandatory - Read-only

What is an Update Set? - A server-side script that runs when a record is displayed, inserted, updated, or deleted, or when a table is queried - Group of one or more changes that can be moved from one instance to another all together - A series of tables and fields that store information about the Configuration Items (CIs) owned by your organization - One method of security that restricts access to data by requiring users to pass a set of requirements before they can interact with is

- Group of one or more changes that can be moved from one instance to another all together

What are the steps for applying an update set to an instance? Select 3 - Copy - Retrieve - Preview - Delete - Commit

- Retrieve - Preview - Commit

What types of records are not captured in an update set by default? Select 2 - Data records - Dashboards - Business rules - Access control rules - Homepages

- Data records - Homepages

Which ServiceNow product provides the ability to quickly integrate with 3rd party applications without scripting? - IntegrationHub - Visual Task Boards - Flow Designer - Service Portal

- IntegrationHub

What ServiceNow feature can be used to begin the creation of an application? - Guided Application Creator - Configuration Management Database (CMDB) - IntegrationHub - System Dictionary

- Guided Application Creator

What protects applications by identifying and restricting access to available files and data? - Access Control - The admin Role - Scope - Delegated Development

- Scope

What is granted to non-administrators in order for them to be able to develop applications? - The itil role - Delegated Development - Access Control - the developer Role

- Delegated Development

In order to be used, an event record must be: - Cataloged - Registered - Published - Certified

- Registered

What are events? - A server-side script that runs when a record is displayed, inserted, updated, or deleted, or when a table is queried - Log records indicating something notable has occurred in the system - A real-time messaging tool that enables users to chat with individuals and groups - Notifications that are sent to users when something occurs that concerns them

- Log records indicating something notable has occurred in the system

What are benefits of Now Learning? Select 5 - Automatically notifies partners, customers, and others when badges are earned - Offers learners an opportunity to learn and gain practical experience - Offers learners a chance to create personalized Learning Plans - Integrates with your Now Profile - Offers learners a single source for all of their content, certification, certification maintenance, and profile needs - Offers learners a wide breadth of course topics and delivery types

- Offers learners an opportunity to learn and gain practical experience - Offers learners a chance to create personalized Learning Plans - Integrates with your Now Profile - Offers learners a single source for all of their content, certification, certification maintenance, and profile needs - Offers learners a wide breadth of course topics and delivery types

What are benefits of your Now profile? Select 5 - Showcases your ServiceNow expertise - Updates other social network profiles - Acts as a Universal ID across all resources - Displays Badges across multiple resources - Displays Super Badges by role - Allows you to consolidate ServiceNow accounts

- Showcases your ServiceNow expertise - Acts as a Universal ID across all resources - Displays Badges across multiple resources - Displays Super Badges by role - Allows you to consolidate ServiceNow accounts

Runs across the top of every page and contains a logo and global navigation controls - applications - content frame - global text search - banner frame - system menu gear

Banner Frame

Provides links to all Application Menus and Modules - applications - application formatter - application navigator - global text search

Application Navigator

These contain modules and organize related information - welcome message - elevated privilages - applications - fields

Applications

Displays information such as lists, forms, homepages, and wizards - choice list field - system menu gear - logout - content frame

Content Frame

Shows the name of the current user and provides a link to the user's profile - welcome message - content frame - logout - application navigator - banner frame

Welcome Message

(Admin only) Allows the admin to switch user views without logging out - elevated privileges - impersonate - system menu gear

Impersonate

(Admin only) Allows user to elevate to a higher security role when needed and then return to their normal role - elevated privileges - impersonate - system menu gear

Elevated Privileges

Searches for text in multiple applications - choice list field - function field - global text search - choice list

Global Text Search

Alters the amount of space the banner frame occupies - logout - system menu gear - system settings - collapse/expand banner

Collapse/Expand Banner

Returns to the Welcome page for subsequent login - save - insert - logout - system settings

Logout

Which icon allows you to: Access homepages, use application picker, select update sets, change themes... - logout - system menu gear - banner frame - global text search

System Menu Gear

a type of field that lets the user select from a pre-defined set of configurable choices - function field - data structure field - journal field - choice list field

Choice list Field

a type of field that specifies when to run business logic such as a business rule or workflow. Adds the condition builder to a form. You must specify a dependent field that references the table name. - choice list field - condition field - HTML field - image field

Condition Field

Field that allows the selection of one of the following data structures and entry of values to organize particular information in the record. String, Boolean, Integer, Decimal, Object, Array - function field - data structure field - condition field - image field

Data Structure Field

A field type that can perform common database transformations and calculations. - function field - data structure field - condition field - image field

Function Field

String field with a built-in HTML editor. - choice list field - condition field - HTML field - image field

HTML Field

field that enables you to add images to forms - function field - data structure field - condition field - image field

Image Field

field type stores valid IPv4 and IPv6 addresses - IP address field - image field - reference field - suggestion field - phone number field

IP address field

Field that accepts text entries and displays previous entries with a user name and time stamp. - reference field - wiki field - name value pairs field - journal field

Journal Field

You can access the values stored in a ___________ in scripts using the name - reference field - wiki field - name value pairs field - journal field

Name-value pairs field

accept decimal input and appear as progress bars when displayed in lists. - reference field - percent complete field - name value pairs field - wiki field

Percent complete field

String field that provides E164-compliant formatting and validation for telephone numbers. - IP address field - image field - reference field - suggestion field - phone number field

Phone number field

stores a reference to a field on another table. For example, the Caller field on the Incident table is a reference to the User [sys_user] table - IP address field - image field - reference field - suggestion field - phone number field

Reference Field

String field that provides suggested values but accepts free-form text. - IP address field - image field - reference field - suggestion field - phone number field

Suggestion Field

uses the basic wiki markup language and support links to external URLs and to sources within the system - reference field - wiki field - name value pairs field - journal field

Wiki Field

A client script executes client-side script logic when forms are: (pick 3) - changed - formatted - submitted - loaded - deleted

loaded changed submitted

______ Client Scripts execute script logic when forms are loaded. Use ______ Client Scripts to manipulate a form's appearance or content. For example, setting field or form-level messages based on the presence of a value. Use _______ Client Scripts sparingly as they impact form load times. - OnLoad - OnChange - OnSubmit

OnLoad

_________ Client Scripts execute script logic when a particular field's value changes. Use_______ Client Scripts to respond to field values of interest and to modify another field's value or attributes. For example, if the State field's value changes to Closed Complete, generate an alert and make the Description field mandatory. - OnLoad - OnChange - OnSubmit

OnChange

_______ Client Scripts execute script logic when a form is submitted. Use _______ Client Scripts to validate field values. For example, if a user submits a Priority 1 record, the script can generate a confirmation dialog notifying the user that the executive staff are copied on all Priority 1 requests - OnLoad - OnChange - OnSubmit

onSubmit

protects your data by controlling read, write, create, and delete authorization - security admin - contextual security manager - business rule - data protection

Contextual Security Manager

Field for uploading and embedding .mp3 or .ogg audio files. - domain id field - music field - audio field - encrypted field

Audio Field

String field that accepts CSS color declarations (including hex or RGB notation) and displays a preview - color field - decimal field - icon field - image field

Color Field

Decimal field with four digits after the decimal point. When displayed on a form, a _____ field also includes an additional choice list for selecting the _____ type - document id field - decimal field - currency field - floating point number field

Currency Field

Day, which can be selected with a calendar widget Day and time of day, which can be selected with a calendar widget. (pick 2) - date field - decimal field - due date field - floating point number field - date/time field

Date Field Date/Time Field

Field with number with up to two digits after the decimal points (for example, 12.34). - color field - decimal field - icon field - image field

Decimal Field

Reference to any record on any table. - document id field - decimal field - currency field - floating point number field

Document ID Field

System field that contains a reference to the domain. - domain id field - music field - audio field - encrypted field

Domain ID Field

String input field that stores a date-time - document id field - decimal field - due date field - floating point number field

Due Date Field

Length of time. Stored in the database as an integer number of milliseconds, but appears in days, hours, minutes, and seconds - duration field - decimal field - due date field - floating point number field - date/time field

Duration Field

Field that is encrypted for security. Depending on the user's encryption context, the field may be hidden, the value may be hidden, or the field and value may display - domain id field - music field - audio field - encrypted text field

Encrypted Text Field

Field for holding a file. A field holds one file. All file types are supported. - file attachment field - music field - audio field - encrypted text field

File Attachment Field

Number with up to seven digits after the decimal point. - document id field - decimal field - currency field - floating point number field

Floating Point Number Field

String field that provides the user access to an icon picker in a form. By default, the favorites icon set is - color field - decimal field - icon field - image field

Icon Field

Number with zero decimal points. - integer field - decimal field - due date field - floating point number field - name value pairs field

Integer Field

Field that accepts text entries but does not display previous entries. - list field - journal list field - journal input field - long field

Journal Input Field

Field that displays the contents of journal fields. You must specify the journal fields as the dependent fields. If a journal list field depends on more than one journal field, the entries are displayed chronologically. - list field - journal list field - journal input field - long field

Journal List Field

Reference field that accepts multiple references rather than just one. - list field - journal list field - journal input field - long field

List Field

Integer field that can contain a longer number than the integer field - list field - journal list field - journal input field - long field

Long Field

Field that maps text values. Each mapping is one-to-one, however a single ______ can contain multiple mappings. - integer field - decimal field - due date field - floating point number field - name value pairs field

Name-Value Pairs Field

Text field that stores passwords with ____ encryption. _____ encryption stores the password as a secure hash value that cannot be decrypted. - Password (1 Way Encrypted) Field - Password (2 Way Encrypted) Field

Password (1 Way Encrypted) Field

Text field that stores passwords with ____ encryption. _____ encryption stores the password as a secure encrypted value that can be decrypted programmatically within the instance. You can use _____ encryption with form variables. To encrypt text fields on forms, use Encryption Contexts. The length for ___ field values must be at least 255 characters. - Password (1 Way Encrypted) Field - Password (2 Way Encrypted) Field

Password (2 Way Encrypted) Field

A currency field that enables control over conversions and display. - currency field - decimal field - price field - number field

Price Field

Text field that accepts JavaScript code input and provides controls, such as syntax checking and formatting. - script field - script (plain) field - java field - workflow field

Script (Plain) Field

Text field that accepts JavaScript code input and provides controls, such as syntax checking and formatting. It also provides a list of fields and server APIs. You must specify a dependent field that references the table name for the list of fields. - script field - script (plain) field - java field - workflow field

Script Field

For 255 characters or less, the _____ is a single-line text field. Anything 256 characters or over appears as a multi-line text box. - string field - journal field - URL field - schema map field

String Field

String field that lets you select a table. - string field - journal field - true/false field - table name field

Table Name Field

Boolean field that appears as a one-digit integer, typically 1 (true) or 0 (false). - string field - journal field - true/false field - table name field

True/False Field

String field that is a clickable URL field when locked - string field - journal field - URL field - schema map field

URL Field

Field for uploading and embedding video. - video field - image field - mp3 field - data field

Video Field

Choice list field that displays a stage in a workflow. - script field - script (plain) field - jave field - workflow field

Workflow Field

Displays the details of tables and their relationships in a visual manner, allowing administrators to view and easily access different parts of the database schema. - string field - journal field - URL - schema map

Schema Map

Where is wildcard searching available? (pick 4) - Global Text Search - Forms - Knowledge Base - Catalog Items - List view of any table - Reference Fields

- Global Text Search - Knowledge Base - List view of any table - Reference Fields

Wildcard: *term or %term% - Search for values that end with term - Search for values that contain term - Search for values that equal term - Search for values that do not equal term

Search for values that contain term

Wildcard: %term - Search for values that end with term - Search for values that contain term - Search for values that equal term - Search for values that do not equal term

Search for values that end with term

Wildcard: term% - Search for values that end with term - Search for values that start with term - Search for values that equal term - Search for values that do not end with term

Search for values that start with term

Wildcard: =term - Search for values that end with term - Search for values that contain term - Search for values that equal term - Search for values that do not equal term

Search for values that equal term

Wildcard: !*term - Search for values that do not contain term - Search for values that start with term - Search for values that equal term - Search for values that do not end with term

Search for values that do not contain term

Wildcard: !%term - Search for values that end with term - Search for values that start with term - Search for values that equal term - Search for values that do not end with term

Search for values that do not end with term

Wildcard: !=term - Search for values that end with term - Search for values that contain term - Search for values that equal term - Search for values that do not equal term

Search for values that do not equal term

What is used to group related fields together - List Layout - Sections - Form Layout - View

Sections

How do you make a table field the display field for reference lookups against that table? - Personalize the dictionary entry for the field and check the display checkbox - Create a client script on the table with the syntax "setDisplay('fieldname')" - Change a business rule by adding a filter that reads "current.display=true" - Right click on the field label you want to make the display value and click set as Display

Personalize the dictionary entry for the field and check the display checkbox

Customer wants a catalog item of a tablet with accessories to be purchased with, what options are there? (Pick 2) - Create catalog item of tablet, with check boxes - Create catalog item of tablet, with variable sets, where the variable will be the accessories information - Create each item as a catalog item

- Create catalog item of tablet with checkboxes - Create catalog item of tablet with variable sets, where the variable will be the accessories information

Best example of Contextual Security in ServiceNow? - Data Policy - Business Rules - ACL

ACL

What is not an example of a UI Action? - Form Buttons - Grid Control - Related Links - List Buttons - Search

Which OOB support will help you to avoid creating duplicates while importing data? - Coalesce Field - sys_id - Transform Field - Transform Script

Coalesce Field

What are the correct steps to retrieve an update set - Mark update set as Complete > Retrieve > Commit - Mark update set at Complete > Retrieve > Apply

Mark update set as: Complete > Retrieve > Commit

When a new table is created by extending another table the new table inherits all of the fields of the parent table and can also contain new fields unique to itself, True or false?

True

What is the difference between dashboards and homepages - Dashboard is per user/only the creator can access it. Homepages however, are sharable with anyone/group - Dashboard and home pages are not shareable with anyone/group - Home page is per user/ only the creator can access it. Dashboards are shareable with anyone/group/ Dashboards are a starting location for everyone - Dashboard and homepages are shareable with anyone/group

Home page is per user/ only the creator can access it. Dashboards are shareable with anyone/group/ Dashboards are a starting location for everyone

If the knowledge base / article has no access defined who can see the knowledge base / article? - No one will have access - Only admin users can read or contribute to that knowledge base, provided the checkbox for can read is enabled - All users can read and all users with roles can contribute to that knowledge base provided the checkbox for can read is enabled

All users can read and all users with roles can contribute to that knowledge base provided the checkbox for 'can read' is enabled

What cannot be customized through the Basic Configuration UI 16 module? - Form header size & Record Number Format - Banner Image & System Date Format

Form header size & record number format

Can we coalesce multiple fields in a table for a given transform map? - Only 2 fields can be coalesced at a time - Yes. We can coalesce multiple fields in a table for a given transform map - No fields can be coalesced in a table for given transform map - No. Only 1 field per table can be coalesced

Yes, you can coalesce against multiple fields and use multiple transform maps against a single data source. If multiple fields are set to coalesce then all coalesce values are used to match an existing record. If two fields are set for coalescing and a matching value is found on one of the coalescing fields but not on the other a new record is inserted.

When searching using the app navigator search field, what can be returned? (choose 4) - Names of applications and Modules - Names of Modules - Names of Applications - Favorites - History Records - Titles of Dashboard Gauges

- Names of Applications and Modules - Names of Applications - Names of Modules - Favorites

By default in ServiceNow, what customizations are added to update sets? - Changes made to a schedule - Changes made to data - Changes made to a homepage - Changes made to a form

Changes made to a form

Can we draw multiple transition from a single activity in workflow True or False

True

What are the OOB ServiceNow roles? - catalog_admin_manager - admin, itil - department_admin - user - ESS - customer

admin, itil

Choose the possible ways by which a Service Catalog workflow can be attached (pick 2) - Manually on catalog item form - Through Transform Map - Automatically on condition

- Manually on catalog item form - Automatically on condition

What is a valid way for an approval manager to approve a service catalog request - On the requested item form, select approve from the request field drop down list - In the request table, right click the RITM number and select approve request - On the request form of request item form, select approve from the request field drop down list - In the catalog task list, right click the RITM number and select approve

On the requested item form, select approve from the request field drop down list

Table Access Control Rules are processed in which order? - User must have one of the roles in the required roles list, if the list in empty the condition evaluates to true. The condition must evaluate to true. The script must evaluate to true or return an answer variable with the value of true. [Record ACL rules only] The matching table level and field level acl rules must both evaluate to true - The condition must evaluate to false. The script mush not evaluate to true or return an answer variable with the value of true. The user mush have one of the roles in the required roles list. If the list is empty, this condition evaluates to true. [Recored ACL rules only] The matching table-level and field-level ACL rules must both evaluate to true. - The condition must evaluate to false. 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.

- User must have one of the roles in the required roles list, if the list in empty the condition evaluates to true. - the condition must evaluate to true - the script must evaluate to true or return an answer variable with the value of true - The matching table level and field level acl rules must both evaluate to true

On ServiceNow instance, where can you view information about the system activity? - Stats - System Diagnostics - Upgrade History - System Logs

System Logs

Server side scripting is used in which of the following, select 2 - Client Script - Script Include - Business Rule

- Script Include - Business Rule

Name the interface for building and enabling rich process automation capabilities known as flows - Flow Designer - Formatters - Field Values - ServiceNow Studio

Flow Designer

What actions can a user perform in Knowledge management, choose 3 - Edit articles - Create articles - View Articles - Hide Articles - Merge articles

- Edit articles - create articles - view articles

When can a knowledge article be viewed - After it is created - After it is published - After it is set to public

after it is published

How is coalesce used in import sets - Coalesce is a method to merge multiple transform maps before the load data step in the import process - if a target table record exists with the same value in the coalesce field as the staging table record, the target table record is updated using the import set record values

if a target table record exists with the same value in the coalesce field as the staging table record, the target table record is updated using the import set record values.

What knowledge workflows are available in the ServiceNow base instance? - Approval Publish: request approval from a manager of the knowledge base before moving the article to the publish state - Retire Knowledge: Moves a knowledge article to the retired state - Instant Retire; Immediately retires a published article without requiring an approval - Instant Publish: Immediately publishes a draft article without requiring an approval - None of the Above - All of the Above

- All of the Above

Choose the table name where business rule information is stored in a SN instance - sys_script_include table - sys_script table - sys_include table

"sys_script" table

For UI policy to be applied on all views, what should be checked? - run script - condition - global - on load

Global

What is true while solving incidents as per ITIL framework? - Incident Urgency is based on Impact & Priority - Incident Impact is calculated on the basis of Urgency & Priority - Incident Priority is calculated on the basis of Impact & Urgency - Incident Priority is filled by the user

Incident Priority is calculated on the basis of Impact & Urgency

How to make fields mandatory at data base level, before updating or inserting? - UI Policy - Client Scripts - Data Policy

Data Policy

What module in service catalog application is responsible for creating items? - maintain dynamic categories - Items - maintain category - Maintain items

Maintain Items

Can you deactivate a plugin in ServiceNow Instance once it has been activated? yes or no

No: you cannot deactivate a plugin, however you can edit the application menu and make the active to false so it won't show under the navigation filter (hide it)

What setting allows users to view a knowledge base article even if they are not logged in - Global scope setting - The "allow all" role - Anonymous role setting - The public setting - the "ESS_user" role

the Public setting

What type of field allows you to type any characters, including numbers, letters, and special characters (3) - Reference - Single line text - String - Multi Line text

String Multi Line Text Single Line Text

What component is visible on Workflow Welcome Screen - Catalog Form - New Workflow Button

New Workflow Button

What is an example of a one-to-many relationship? - The Task table [task] "assigned to" field references the User table [sys_user] - The incident [incident] table references at tables with open tasks - User table [sys_user] references the Task table [task] "assigned to" field

The Task table [task] "assigned to" field references the User table [sys_user]

What is the purpose of a list editor in ServiceNow - The list editor allows you to edit field values in a list without opening a form - The list editor allows you to hide field values in a list without opening a form - It displays the processing time, including the total time, network latency and browser rendering a parsing - The list editor allows you to edit field values in a list after opening a new form - All of the above

The list editor allows you to edit field values in a list without opening a form

What are valid ways to approach debugging client scripts? (choose 3) - log.info() - Field Watcher - gs.debug() - jslog - try/catch - js.logger()

- Field Watcher - jslog - try/catch

On the ServiceNow instance, where does the global text search appear - Content Area - Banner - Left navigation pane

Banner

What are the 5 provided Roles by ServiceNow? - System Administrator - Creator - Specialized Administrator - Fulfiller - User - Approver - Requester

- System Administrator - Specialized Administrator - Fulfiller - Approver - Requester

What role provides access to all platform features, applications, functions and data? - System Administrator - Specialized Administrator - Fulfiller - Approver - Requester

System Administrator

What role manages specific functions or applications, such as Assignment Rules, Knowledge Base, reports, or web services? - System Administrator - Specialized Administrator - Fulfiller - Approver - Requester

Specialized Administrator

Users with the ITIL role may fulfill ITIL activities associated with the ITIL workflow, including Incident and Change management. They are called what? - System Administrator - Specialized Administrator - Fulfiller - Approver - Requester

Fulfiller

What role can perform all requester actions and may view or modify approval records directed to the approver - System Administrator - Specialized Administrator - Fulfiller - Approver - Requester

Approver

What role is also known as Employee Self Service (ESS) user? These users have no specific roles but can submit and manage their own requests, access public pages, etc. - System Administrator - Specialized Administrator - Fulfiller - Approver - Requester

Requester

What statement is correct when referring to UI actions? - UI actions are only executed on the server - UI actions cannot use scripts or be scripted - UI actions on the task table are not available to its extended tables - Conditions can be specified to determine when a UI Action appears

Conditions can be specified to determine when a UI Action appears

What data formats can IntegrationHub parse? - XML, CSV and JSON - only XML - XML and JSON - XML and CSV - Only JSON - Only CSV

both XML and JSON responses

True or False Team development uses GIT to manage source code?

False

What represents "One-to-Many" relationship fields? - Reference Fields, Glide List, and Document ID Fields - SLA Definition, Task SLA, SLA Workflows, ALS automation - Add users to groups that have been assigned the desired role - Relationship used to build SLA conditions

Reference Fields, Glide List, and Document ID Fields - Two tables can have a bi-directional relationship, so that the related records are visible from both tables in a related list

True or False Only predefined roles can be migrated from one instance to another?

False

Task Table is a _____ table - custom - child - base - blank

Base

What provides the working surface for creating new workflows or editing existing ones? - Stages - Canvas - Checkbox - Reports

Canvas

KB articles can be searched by which filters (choose 3) - Manager assignment - Relevancy - Last Updated - Views

- Relevancy - Last Updated - Views

Can I convert a data policy into a UI policy?

Yes

What are the main components of the ServiceNow graphical user interface (GUI) - Application List, Report Gauge Frame, Power Bar and Details Pane - Application Navigator, News Content Frame, List Pane and Information Structure - Navigation Bar, Report Gauge Frame, Power Bar and New Content Block - Application Navigator, Banner, Power Edge and Content Frame - Application List, Report Gauge Frame, and Detail Pane - Application Navigator and Content Frame

Application Navigator, Banner, Power Edge and Content Frame

Features of ServiceNow: (Choose 5) - Customizations - Load Balanced - Single Instance - Single Database - Multi Tenant - Single Tenant

- Customizations - Load Balanced - Single Database - Multi Tenant - Single Tenant (SN uses single tenant architecture which means each SN customer gets their own instance of the Now Platform on which to run apps, when a Managed Service Provider shares SN with multiple clients using domain separation SN is multi tenant)

What are examples of workflow activities (4) - Approvals - Email - Utilities - Timers - Incident - Tasks

- Approvals - Utilities - Timers - Tasks

Which plugin needs to be enabled to unlock domain separation on a SN instance - Domain Support - Domain Extensions Installer - Domain Separation Status

Domain Support - Domain Extensions Installer

Which of the following statements is true when a new table is created by extending another table? - The new table inherits all of the fields of the parent table and can also contain new fields unique to itself - The new table inherits all of the fields, but does not inherit Access Control rules, Client Scripts, and UI Policies of the parent table - The new table inherits all of the fields of the parent table but does not contain new fields unique to itself - The new table archives the parent table and assumes its roles in the database - The new table inherits all of the business Rules, Client Scripts, and UI Policies of the parent table, but none of the existing fields

The new table inherits all of the fields of the parent table and can also contain new fields unique to itself

Which one on the homepage has access to knowledge base? - Report - Catalog Item - News - All of the above

News

Choose the stages for publishing a basic knowledge publishing workflow - Draft > Review > Published > Retire - Created > Reviewed > Deployed - None - Start > Process > End

Draft > Review > Published > Retire

LDAP comes auto configured with company ServiceNow vendor instance True or False

False

Report can be created from which of the below options in a ServiceNow instance - Only with Statistics module - Statistics and/or Create Report module - Only with Create Report module

Statistics and/or Create Report module

The ACL configuration watcher lets you know what related ACLs exist on a table when you insert, update, or delete an ACL on the same table. Under what situations, does the ACL configuration watcher NOT appear? (choose 3) - If you make minor updates (not an insert or delete), such as updating scripts, conditions, and the admin-overrides option. - If you save or update an ACL record without actually making any changes - If the ACL record is not active - If the ACL record is active

- If you make minor updates (not an insert or delete), such as updating scripts, conditions, and the admin-overrides option. - If you save or update an ACL record without actually making any changes - If the ACL record is not active

Incident extents which table? - task table - cmdb_ci table

task table

Is SLA applicable for any table in a ServiceNow instance? - No. SLA will be only available to a table that extends TASK - Yes. SLA can be defined on any table

No. SLA will be only available to a table that extends TASK

What are the main tools you can use to automate ServiceNow? (choose 3) - Data policies - Lists, global text search, navigation filter, live feed - UI policy - System properties - UI Actions

- Data Policies - UI Policy - UI Actions

Links, buttons, context menu action belongs to? - Form - Client Script - UI action

UI action

How will you approve a catalog request? - Right click request record in request list and click approve - Right click RITM record in list and click approve - Right click task record in task list and click approve

Right click request record in request list and click approve

What will happen if you make the short description field on task table as mandatory at the dictionary level? - Short description will be mandated on incident table only - Short description will be mandated on all the tables which are extending the task table - Nothing

Short description will be mandated on all the tables which are extending task table

Can you change the number prefix from "INC" to "IN" for incident table?

Yes, System Definition > Number Maintenance table (sys_number)

Which tables are not part of base ServiceNow instance - custom tables - base tables - extended tables

custom tables

When you open a service catalog and click the Order button what gets created first? - RITM - task - INCIDENT - REQ

REQ

Which of the below options are available in a knowledge homepage? (choose 4) - General - RITM - Policies - application - email & new

- General - Policies - Application - Email & new

If the system administrator wants to modify the homepage, which of the following link on the page indicates that this can be done? - Make Gauge - Change Layout - Add Context

Change Layout

Task related records extend task table. Can a task refer to one or more configuration items?

Yes

Any published workflow needs to be checked out before they can be edited? True/False

True

Common aspect between new record, new group and changes in CI? - Nothing is common - All the above mentioned are captured in an update set - All the above mentioned are not captured in an update set

All the above mentioned are not captured in an update set

Applications and modules are loaded based on - roles - business rules - ServiceNow version - group membership

Roles

Which is true regarding Knowledge Base? - In a knowledge base articles are grouped according to users - In a knowledge base articles are grouped according to categories

In a knowledge base articles are grouped according to categories

Which is the correct role that allows you personalizing a list view on a ServiceNow instance? - admin / personalize_control / personalize_form - ess role

admin / personalize_control / personalize_form

Which are part of filter conditions? (choose 3) - Type Field - Field - Value - Operator

- Field - Value - Operator

Knowledge process consists of which of the following? - document creation - publishing - document creation, approval and review from SMEs and publishing - UI pages

document creation, approval and review from SMEs and publishing

The MID Server initiates all communications with the ServiceNow instance. This communication is saved as records in _____ - Transactions - Import Queue - Staging Tables - ECC Queue

ECC Queue

True or false, any ServiceNow user can impersonate other user on ServiceNow?

False - Only Administrator

How can a notification be sent out? (choose 3) - Workflow - Business rule - Script - UI Page

- Workflow - Business Rule - Script

Choose all the possible ways by which events can be created on a ServiceNow instance (pick 2) - UI Macro - Business Rule - Client Scripts - Workflow

- Business Rules - Workflow

Can you revert update set versions

yes

What factors from below can negatively influence ServiceNow instance homepage performance - Set refresh time as a long one or set it as off - client scripts - ServiceNow instance version

Set refresh time as a long one or set it as off

Use ______ to create a story with data that can be shared - Field values - Task Tables - Formatters - Dashboards

Dashboards

How do you edit / create a workflow - graphical workflow editor - syntax editor - script include

graphical workflow editor

Update set can be moved from one instance to another only if state is marked, true or false?

True

Can you limit ServiceNow instance access by IP ranges?

Yes

Choose any 3 ways from below to update CMDB in a ServiceNow instance - UI Macros - External Integrations - Manual Inputs - UI Policy - Import Set

- External Integrations - Manual Inputs - Import Set

What are the different life cycle STATES of a workflow? (states not stages) (choose 3) - Fulfilment - Delivery - Checked Out - Unpublished - Published - Waiting for Approval

- Checked Out - Unpublished - Published

Only users with security_admin role can add / edit ACLs? True or False

True

Knowledge base articles in SN are maintained on which bases from the below options? - Category - Task Assigned - Role Assigned - KB Workflow

Category

Changes are tracked and you can customize objects on a table with the _____ attribute - Data Sources - Schema Map - update_synch

update_synch

Is it possible to coalesce on empty fields in SN?

Yes

What does *text search for? - Contains - Equal to - Starts with - Ends with

Contains

The MID Server enables communication and the movement of data between SN instance and external applications, data sources, and services. Which table stores all related communication records in this regard? - ECC Queue (cmdb_ecc_queue) Table - ECC Queue (cmdb_ci_queue) Table - ECC Queue (ecc_queue) Table

ECC Queue (ecc_queue) Table

Which of the following gets automatically captured in an update set? (pick 3) - Users - Forms - Table - View

- Forms - Tables - View

Which rightly explains the relation between RITM, task, and request? - REQ > RITM > task - REQ > task > RITM - RITM > REQ > task

REQ > RITM > task

What Details does a knowledge article hold (pick 3) - Known Errors - User Information - User Solutions - Troubleshooting Tips

- Known Errors - User Solutions - Troubleshooting tips

Workflows can only run against a table that extends the task table? True or False

False

For a UI Policy to be applied on all views what should be checked? - Run Script - On Load - Condition - Global

Global

What enables you to track and aggregate data over time through elements call scorecards and indicators? - Performance Analytics - Task SLA [task_sla] - Update Sets - The workflow version

Performance Analytics

How will you enhance Homepage performance on a SN instance? - Avoid widgets and gauges on homepages, troubleshoot slow reports - Use client scripts on load on widgets defined on the homepage

Avoid widgets and gauges on homepages, troubleshoot slow reports

Identify the correct difference between configuration and personalization in a SN instance - Configuration applies to the user doing it and personalization applies to the entire group of which the user is a part of - Configuration applies to all users and personalization applies to the user doing it - Configuration and personalization both apply to all users using that SN instance

Configuration applies to all users and personalization applies to the user doing it

Is it true that a variable set can be used in multiple catalog items?

True

What of the options are available in Settings pane of SN instance to the right side top? (pick 5) - Developer - Notifications - Lists - Theme - Forms - ACL

- Developer - Notifications - Lists - Theme - Forms

A schema Map displays which of the following? (pick 3) - Workflows - Incidents - Extended Tables - Extending Tables - Task Table - Reference Table

- Extended Tables - Extending Tables - Reference Table

In any given SN instance knowledge base articles are referred to in which of the following modules (pick 3) - Service Catalog - News - INC - PPM - Order Guide

- Service Catalog - News - INC

Can any user can have multiple roles but can only be part of a single assignment group on SN?

False - Any user profile can have many roles and be part of multiple groups

What are the OOB progress stages for a service request in SN (pick 3) - Fulfillment - Waiting for Approval - Delivery - Awaiting User Confirmation

- Fulfillment - Waiting for Approval - Delivery

What is the list mechanic? - Through access controls. Controls every level in the SN object hierarchy. You can control specific tables and fields - It's a gear icon located in top left hand side of every list. It allows you to add columns (via slush bucket) to the current list you are on - Load the data into an import set table, create a transform map to match. What's going where, run transform, cleanup the import set table

It's a gear icon located in top left hand side of every list. It allows you to add columns (via slush bucket) to the current list you are on

Which table stores information about groups in SN instance? - sys_user_grp - sys_user_group - sys_grp - sys_groups - sys_group

sys_user_group

Choose the options that best describes where the update sets and all changes in an update set are stored - Each update set is stored in the [update_set] table, and the customizations that are associated with the update set are stored in the [sys_updates] tables that appear as a related list on the update set record - Each update set is stored in the [sys_update_set] table, and the customizations that are associated with the update set are stored in the [sys_update_xml] tables that appear as a related list on the update set record - Each update set is stored in the [sys_update] table, and the customizations that are associated with the update set are stored in the [sys_update_xml] tables that appear as a related list on the update set record

Each update set is stored in the [sys_update_set] table, and the customizations that are associated with the update set are stored in the [sys_update_xml] tables that appear as a related list on the update set record

How is the knowledge base populated? - Using update sets - From an existing problem record - The problem application plugin has a workaround feature - Importing existing articles

From an existing problem record

What table is used to store customizations of an update set in SN - update_set - sys_update_xml - incident

sys_update_xml

in SLA what attribute controls what is calculated as hours in a work day, # of work week days? - Type - Duration - Schedule

Schedule

How do you change the theme skin color of the SN instance navigation? - Using Navigation Menu under Portal Management - Using Navigation Menu under Content Management

Using Navigation Menu under Content Management

Which role is required to manage UI policies? - ui_policy_admin - Specialized Administrator - Impersonator - itil - service_user

ui_policy_admin

What related tables does the schema map show - class extension or reference - cmdb_ci_computers - sys_user

class extension or reference

What are common types of service changes that Change Management supports (pick 3) - Routine - Standard - Normal - Emergency

- Standard - Normal - Emergency

Which of the following is NOT captured in an update set? - All requester actions and view or modify requests directed to the approver - Searches with any Unicode characters - Waiting for approval, approved, pending, fulfillment, completed - Modified CIs, modified data records, new data records, new users and groups, schedules, scheduled jobs, homepages

Modified CIs, modified data records, new data records, new users and groups, schedules, scheduled jobs, homepages

How often are Flow Designer related entries deleted from the variables table if they have not been used for over a year? - Weekly - Variables are stored indefinitely - Monthly - Bi-weekly

Monthly

A way to verify that CMDB is still operational after upgrades and deployment after new applications or integrations, is to run quick start tests. What should you do in case of a customized CMDB? - Override quick start tests through scripting - Copy and configure quick start tests - Use the CMDB Health quick starter

Copy and configure quick start tests

When using flow designer, how can you modify data pill values without needing to write scripts? - Edit flow logs - Use data pill formatter - Install data pill package plugins - Use transform functions

Use transform functions

Which conversational interface allows you to preview and modify a catalog item in catalog builder? - Virtual Agent - Connect Chat - Catalog Annotator

Virtual Agent

Link unfurling enables preview of what kind of variables in Virtual Agent web and mobile conversations (pick 3) - Work notes - Images - Video - Accessibility options - Text - Email notifications

- Images - Video - Text

When using sorting criteria options for visual task board, who has to access to creating, editing, deleting the criteria? - Anyone who has the vtb_admin role - Anyone who has the task_organizer role - Only the owner of the board - All users of the board

Only the owner of the board

When can SLAs include actions be triggered on ServiceNow instance ? - Completed - In progress - Anytime - Breached

Anytime

What are the 3 components of the Now Platform User Interface ? - Content Frame - UI Macros - Service Portal - Search bar - Module - Application Navigator - Banner Frame

- Application Navigator - Banner Frame - Content Frame

Select the right option to run Data Collector Jobs. - Manually, LDAP, SSO - Performance Analytics -> Data Collector - Social IT > Feed administration > Messages - Searches in files that are attached to records

Performance Analytics -> Data Collector Explanation: Data collection jobs run different steps to collect scores and to collect text analytics data. By default, jobs collect both types of data. To improve performance, you can instead schedule separate jobs for scores and for text analytics data.

A gauge can be added to which of the below mentioned components in an ServiceNow instance ? - Report - List - Home Page - Banner

Home Page

Which of the following is not a valid field type (for Incident Table)? - Currency - Suggestion - Long String

Long string

Which one of the following statements is correct when referring to UI Actions ? - UI Actions on the Task Table are not available to its extended tables - UI Actions are only executed on the client side - UI Actions are only executed on the server - UI Actions cannot use scripts on be scripted - Conditions cannot be specified to determine when a UI Action appears - Conditions can be specified to determine when a UI Action appears

Conditions can be specified to determine when a UI Action appears Explanation: You can can Manage access to UI actions with conditions, roles, and views. You can include scripts in the Condition field of the UI Action form. The condition must evaluate to true for the action to appear.

Which of the following can be customized through the Basic Configuration UI 16 module? (Choose three.) - Record Number Format - Form Header Size - Banner Image - Instance version information - Browser Tab Title - Instance language preference - System Date Format

- Banner Image - Browser Tab Title - System Date Format

Which of the below is the pause condition for incident SLA ? - Hold - Until - awaiting - Wait - pause

awaiting Explanation: awaiting enables you to define the conditions under which the SLA will suspend increasing elapsed time. You can choose the conditions from the When to resume list under which the SLA will resume increasing elapsed time.

From the below options, please choose the correct definition of "inactivity monitor" in ServiceNow instance. - It triggers an event for a task record if the task is inactive for a certain period of time. If the task remains inactive, the monitor repeats at regular intervals - It is used to enhance the system logs. It provides more information on the duration of transactions between the client and the server

It triggers an event for a task record if the task is inactive for a certain period of time. If the task remains inactive, the monitor repeats at regular intervals Explanation: Inactivity monitors trigger an event for a task if the task has not been updated in a predefined period of time. For example, the event can send an email notification or trigger a script.

What module in the Service Catalog application does an Administrator access to begin creating a new item? - Content Items - Maintain Items - Maintain Categories

Maintain Items

Smith wants to hide a table from the report console. How can it be done ? - Write an ACL on the table with operation as "Report on" and restrict - By Default, all tables shall be shown in reports module - Go to reports module and configure the allowed tables to report on - Write an ACL on the table with operation as "Report for" and restrict

Write an ACL on the table with operation as "Report on" and restrict

What is the master table that contains a record for each table in the database ? - sys_master_object - sys_master_db - sys_cmdb_ci - sys_ci - sys_core_object - sys_db_object

sys_db_object

How are users related to roles or groups in an ServiceNow instance ? - many to many - One to many - many to one - one to one

many to many Explanation Users can have multiple roles or be part of different groups so it is many to many relationship.

What are the benefits of using groups in ServiceNow ? - All of the given options - Permissions and Access - Simplified ability to assign permissions - Identifies a subset of users for roles and skill assignment - Provide a reference for alerts and notifications

All of the given options

Which module displays a list of tasks assigned to a user’s group, but not yet assigned to an individual user? - My Teams Work - My Teams Tasks - My Groups Work - My Groups Tasks

My Groups Work

Button, Related Links and Context Menu are part of ? - Client script - UI Page - Canvas - Form - UI Action

UI Action

What are the two pathways to view feedback left on a published article? - Knowledge > articles > My Flagged - Knowledge > My articles > Flagged - Knowledge > articles > published - Knowledge base > my knowledge > flagged articles

- Knowledge > articles > My Flagged - Knowledge > articles > published

What table is used to store SLAs in a ServiceNow instance? - u_sla - sla - task_sla

task_sla

The business rule can be run or executed for which of the following states? (pick 3) - onLoad - Display - After - Before

- Display - After - Before

In a workflow, what is the workflow timeline ? - An automation block such as approvals, conditions, notifications, tasks, timers and utilities - Shows the progress of a workflow. It provides a complete time-based display of actives associated with workflow context - It provides a complete time-based display of logs associated with workflow - Defines unique key for record. If record found, import will update the record. If not found, import will create a new record.

Shows the progress of a workflow. It provides a complete time-based display of actives associated with workflow context

Which tables captures information related to workflow versions ? - wf_workflow table - wf_workflow_verisons - wf_workflow_verison

wf_workflow_verison

Choose the correct steps that are part of a workflow in ServiceNow platform? - Start, Pause, End - Start, Pause, Stop, End - Start, Pause, Halt, Stop - Start, End - Start, Pause Halt, End

Start, Pause, Stop, End Workflow provides a drag-and-drop interface for automating multi-step processes across the platform. Start and End being the obvious ones, Pause and stop can be described as below - Workflow Pause Utility provides functionality you can use to pause or resume all workflow contexts, a subset of qualified workflow contexts, or individual workflow contexts. Stopping (cancelling) a workflow stops the workflow from executing and sets the workflow context State to Canceled. To cancel an executing workflow, you can use the cancelContext(context) script. You can define an onCancel script to clean up unresolved workflow activities.

Where are the events generated in a ServiceNow instance stored ? - table [sysevent] - table [sys_events]

table [sysevent] The system uses business rules to monitor for system conditions and to generate event records in the Event [sysevent] table, which is also known as the event log or event queue.

How is the Event Log different from the Event Registry? (Note - This questions is often asked in real exam) - Event Log contains generated Events, the Event Registry is a table of Event definitions - Event Log is formatted in the Log style, the Event Registry displays different fields - Event Log lists Events that were triggered by integrations, the Event Registry lists the Events that were triggered during the day (24-hour period) - Event Log is the same as the EventRegistry

Event Log contains generated events, the event registry is a table of event definitions

Which tool is used to have conversations with logged-in users in real-time ? - Mobile Studio - Virtual Agent - Now Messenger - Connect Chat - Messenger Bot - User Presence

Connect Chat

Choose the correct option from below statements regarding script debugger and session log. - The Script Debugger enables users with the script_debug role to debug client JavaScript, while the Session Log enables you to view and download required logs. - The script debugger enables users with the script_debug role to debug server-side JavaScript, while the Session Log enables you to view and download required logs - The script debugger enables users with the Script_debugger role to debug server-side JavaScript, while the Session Log enables you to view and download required logs

The script debugger enables users with the Script_debugger role to debug server-side JavaScript, while the Session Log enables you to view and download required logs Official documentation can be checked at https://docs.servicenow.com/bundle/orlando-application-development/page/script/debugging/concept/script-debugger.html#script-debugger

Which among the following is true regarding u_tables on a ServiceNow instance ? - You cannot delete the tables starting with u permanently - You can delete the tables starting with u permanently - You can only delete the tables starting with u if you have admin role - You can only delete the tables starting with u if you have security_admin role

You can delete the tables starting with u permanently Only tables beginning with "u_" can be permanently deleted as these are user created custom tables.

How can you to track and aggregate data over time through elements called scorecards and indicators ? - Performance Analytics - Update Sets - Workflows

Performance Analytics

Which technique is used to get information from a series of referenced fields from different tables ? (Popular exam question) - Record-Hopping - Reference qualifiers - Join tables - Jelly script - Macros - Dot-Walking - Table-walking

Dot-Walking

According to any vanilla ServiceNow instance, which of the following is true ? - When moved from left to right slush bucket, reference fields got deleted - System tables can be deleted by the administrator - System tables can be deleted by the user with ITIL role - Deleted system tables will be created again during an instance upgrade - System tables cannot be deleted

System tables cannot be deleted

Gauges are created by security_admin or users with Gauge_admin role, True or False?

False: Gauges are created by admins or users with "Gauge_Maker" role

Please choose the correct difference between SAVE and INSERT buttons from the below options. - Save action will stay on the form while insert will not get re-directed to the list - Save action will stay on the form while insert will get re-directed to the list - Save will get re-directed to the list and insert will also will get re-directed to the list - Save will get re-directed to the list and insert will stay on the form - No difference as both will stay on same form

Save action will stay on the form while insert will get re-directed to the list You could also just put any of the global Save buttons on the form because they should always stay on the form. Update and Submit buttons usually return to the list.

_______ is used to join two tables. - Database Views - Link Tables - Grid Control - Related lists - GlideRecord

Database Views A database view defines table joins for reporting purposes. For example, a database view can join the Incident table to the Metric Definition and Metric Instance tables.

Which one of the following statements describes the contents of the Configuration Management Database (CMDB) ? - The CMDB contains data about tangible and intangible business assets - The CMDB contains the Business Rules that direct the intangible, configurable assets used by a company - The CMDB archives all Service Management PaaS equipment metadata and usage statistics - The CMDB contains ITIL process data pertaining to configuration items

The CMDB contains data about tangible and intangible business assets

John wants to change the number prefix from “INC” to “IN” for incident table. What is the right way to do this ? - System definition > auto number - System definition > Number maintenance table (sys_number) - System definition > system table - It is not possible - System definition > instance maintenance table - System definition > Data dictionary

System definition > Number maintenance table (sys_number) The first step is to navigate to the ‘Number Maintenance’ module and find the record for your table. Open the record to change the number prefix. Making this change will adjust the prefix for all records that will be created on the change request table in the future

Can a user open an Incident by email, if so what is utilized ? - Yes. Via UI Action Script - Yes. Via UI Action - No - Yes. Via inbound action - Yes. Via UI Macro - Yes. Via Notification

Yes. Via inbound action

Which of the following are valid query operators for filter conditions in ServiceNow? (pick 4) - Startswith - Isnotempty - isvalid - endswith - isinvalid - anything

- Startswith - Isnotempty - endswith - anything

SLM module configures which of the following? (pick 3) - SLA - UC - OLA - INC

- SLA - UC - OLA

How do you enhance Homepage performance in case of gauges ? (pick 3) - Troubleshoot slow report - to rectify it with appropriate query filters for faster results - Parallel homepage rendering - Use client scripts on load of Homepage - Increase refresh time on Homepage

- Increase refresh time on Homepage - Parallel homepage rendering - Troubleshoot slow report - to rectify it with appropriate query filters for faster results

You can add new columns to base table incident in ServiceNow instance, true or false

True: Only users with role "admin" can add new columns to base table

As a ServiceNow subject matter expert, which of the below are "ServiceNow release cycle" types would you follow ? - System import sets > load data - One record stored in the sys_user_group table; and, it's a collection of users who share a common purpose - Enables admins to set mandatory and read only states for fields and can enforce data consistency across applications. You can set import data as read only. e.x-user info - Feature release, patch release and hot fix

Feature release, patch release and hot fix

How to make a field mandatory at data base level, before updating or inserting ? - UI Policy - Client Scripts - Data policy

Data policy

What defines conditions that are evaluated against users to determine which users can access Service Catalog items ? - User Criteria - ACL - Business rules on Service Catalog - User group membership - Palette Tabs

User Criteria

What defines how departments work together to meet the service level requirements documented in an SLA ? - Service Level Agreement (SLA) - Underpinning Contract (UC) - Operational Level Agreement (OLA)

Operational Level Agreement (OLA)

How can admin view/edit the dictionary for a particular field in ServiceNow ? - Right click the field and click Configure Dictionary - Configure label - Data dictionary - Schema map

Right click the field and click Configure Dictionary

Does ServiceNow support table rotation ? - ServiceNow support table rotation based on customer subscription - Never - ServiceNow support tables rotation based on ServiceNow instance version - Always

Always Table rotation preserves instance performance and averts risk associated with querying growing data sets by using the External Communication Channel (ECC) Queue and the sys_created_on field to separate data sets into multiple tables based on date.

What is the language used for Service Portal in ServiceNow ? - Python - Perl script - Angular JS - Mix of Perl and Angular JS - Java

Angular JS

Can you update a record without updating its system fields (like sys_updated_by, sys_updated_on)? - Yes - No, Every insert and update automatically updates system fields

Yes

Which is the parent table for incident, problem, change in an ServiceNow instance ? - cmdb_ci - task - sla - cmdb

task Tables Incident, Problem, Change are extended from Task table in ServiceNow. Task is the parent table in ServiceNow, so most of the fields on this forms are derived from the parent Task table itself.

Which table stores information about CI relationship existing on a ServiceNow instance ? - cmdb_ci_rel - cmdb_rel_ci - cmdb_rel_configuration - cmdb_ci_item_rel - cmdb_rel

cmdb_rel_ci

What is the purpose of flagging an article in a knowledge base ? - Allows a user to submit feedback about an article - Allows a user to hide that article - Reporting an error - To mark an article to read later - Allows a user to delete that article

Allows a user to submit feedback about an article

Variable sets can be used in which of the below options? (pick 3) - Record Producer - Scripted API - Catalog Items - Incidents - Order Guides - Scratch pad - REST API - SOAP API

- Record Producer - Catalog Items - Order Guides

Where will a user find option to edit a list in ServiceNow? - List Matrix - Grid control - UI Filter - List control - grid box

List control Please try the steps on your personal developer instance - https://docs.servicenow.com/bundle/paris-platform-administration/page/administer/list-administration/task/t_ConfigureListEditorProperties.html

In SLA, a "retroactive start" allows setting the start time to a time from an earlier event, True or False?

True

ServiceNow is designed to be integrated with which of the following modules ? - Request emergency change, wizards CMDB, Incident, ITOM, change, Audio Streaming APIs, Video platforms - CMDB, Incident, problem, change, user administration, and single sign on - Zing, streaming video platforms - CMDB, Incident, problem, change, Audio Streaming APIs, Video platforms

CMDB, Incident, problem, change, user administration, and single sign on

Which is the parent table for incident, problem, change in a ServiceNow instance? - task - sla - cmdb_ci - cmdb

task

What is the language used for Service Portal in ServiceNow? - Mix of Perl and Angular JS - Angular JS - Java - Python - Perl script

Angular JS

What defines how departments work together to meet the service level requirements documented in an SLA? - Underpinning Contract (UC) - Operational Level Agreement (OLA) - Service Level Agreement (SLA)

Operational Level Agreement (OLA)

Choose the steps that are part of a workflow in ServiceNow platform - Start, Pause, Halt, Stop - Start, Pause, Halt, End - Start, End - Start, Pause, End - Start, Pause, Stop, End

Start, Pause, Stop, End

Where are the events generated in a SN instance stored? - table [sysevent] - table [sys_event]

table [sysevent]

In SLA, a "retroactive start" allows setting the start time to a time from an earlier event? - true - false

true

Which table stores information about CI relationship existing on a SN instance? - cmdb_rel_configuration - cmdb_ci_item_rel - cmdb_ci_rel - cmdb_rel_ci - cmdb_rel

Cmdb_rel_ci

Choose the correct option from below statements regarding script debugger and session log - The script debugger enables users with the script_debug role to debug client side JaceScript and server side JavaScript, while the Session Log enables you to view and download required logs - The script debugger enables users with the script_debug role to debug client side JavaScript, while the Session Log enables you to view and download required logs - The script debugger enables users with the script_debug role to debug server side JavaScript, while the Session Log enables you to view and download required logs - The script debugger enables users with the script_debugger role to debug server side JavaScript, while the Session Log enables you to view and download required logs

The script debugger enables users with the script_debugger role to debug server side JavaScript, while the Session Log enables you to view and download required logs

The business rule can be run or executed for which of the following states? (pick 3) - onLoad - Display - Before - After

- Display - Before - After

How do you enhance Homepage performance in case of gauges? (pick 3) - Troubleshoot slow reports - to rectify it with appropriate query filters for faster results - Parallel homepage rendering - Increase refresh time on Homepage - Use client scripts on load of Homepage

- Troubleshoot slow reports - to rectify it with appropriate query filters for faster results - Parallel homepage rendering - Increase refresh time on Homepage

Does SN support table rotation? - Yes - No - SN supports table rotation based on customer subscription - SN supports table rotation based on SN instance version

Yes

How is the Event Log different from the Event Registry? - Event Log contains generated Events, the Event Registry is a table of Event Definitions - Event Log is formatted in the Log style, the Event Registry displays different fields - Event Log lists Events that were triggered during the day (24 hour period) and Event Registry lists Events that were triggered by integrations - Event Log lists Events that were triggered by integrations, the Event Registry lists the Events that were triggered during the past 2 days (48 hour period) - Event Log is the same as the Event Registry

- Event Log contains generated Events, the Event Registry is a table of Event Definitions

Is it true that all users can manage and setup import sets? - True - False

False

How are users related to roles or groups in a SN instance? - One to One relationship - One to Many relationship - Many to One relationship - Many to Many relationship

Many to Many relationship

Where will a user find option to edit a list in SN? - List Control - Grid Control - List Matrix - Grid Box - UI Filter

List Control

Please choose the correct difference between SAVE and INSERT buttons from the below options - SAVE will get re-directed to the list and INSERT will stay on the form - SAVE action will stay on the form while INSERT will get redirected to the list - No difference as both will stay on same form - SAVE will get redirected to the list and INSERT will also get redirected to the list

SAVE action will stay on the form while INSERT will get redirected to the list

Which of the following can be customized through the Basic Configuration UI 16 module (pick 3) - Instance version information - System Date Format - Form Header Size - Browser Tab Title - Banner Image - Record Number Format - Instance language preferance

- System Date Format - Browser Tab Title - Banner Image

How many types of search options are given in SN? (pick 4) - UI Policy - Lists - Live feed - Navigation filter - Global text search

- Lists - Live feed - Navigation filter - Global text search

Which one of the following statements is correct when referring to UI Actions? - Conditions cannot be specified to determine when a UI Action appears - UI Actions cannot use scripts or be scripted - UI Actions are only executed on the client side - UI Actions on the Task Table are not available to its extended tables - Conditions can be specified to determine when a UI Action appears - UI Actions are only executed on the server

Conditions can be specified to determine when a UI Action appears

SN is designed to be integrated with which of the following modules? - CMDB, Incident, ITOM, change, Audio Streaming APIs, Video platforms - Request emergency change, wizards - CMDB, Incident, problem, change, Audio Streaming APIs, Video platforms - Zing, Streaming video platforms - CMDB, Incident, problem, change, user administrations, and single sign on

CMDB, Incident, problem, change, user administration, single sign on

John wants to change the number prefix from "INC" to "IN" for incident table. What is the right way to do this? - System definition > Data Dictionary - Systern Definition > Instance maintenance table - System Definition > System table - It is not possible - System Definition > Number maintenance table (sys_number) - Systern Definition > Auto Number

System Definition > Number maintenance table (sys_number)

From the below options, choose the correct definition of "inactivity monitor" in SN instance - It is used to enhance the system logs. It provides more information on the duration of transactions between the client and the server - It triggers an event for a task record if the task is inactive for a certain period of time. If the task remains inactive, the monitor repeats at regular intervals.

It triggers an event for a task record if the task is inactive for a certain period of time. If the task remains inactive, the monitor repeats at regular intervals.

Which among the following is true regarding tables on a SN instance? - You can only delete the tables starting with 'u' if you have security-admin role - You can delete the tables starting with 'u' permanently - You can only delete the tables starting with 'u' if you have admin role - You cannot delete the tables starting with 'u' permanently

You can delete the tables starting with 'u' permanently (only tables beginning with 'u' can be permanently deleted as these are user created custom tables

What are the 3 components of the Now Platform User Interface - Service Portal - Contents Frame - UI Macros - Application Navigator - Search Bar - Banner Frame - Module

- Content Frame - Application Navigator - Banner Frame

Select the right option to run Data Collector Jobs - Performance Analytics > Data Collector - Social IT > Feed Administration > Messages - Searches in files that are attached to records - Manually, LDAP, Single Sign On (SSO)

Performance Analytics > Data Collector

Which would not appear in the history section of the Application Navigator? - Lists - ACL - Scheduled Jobs - Tables - Records - UI Pages

UI Pages

_____ is used to join two tables. - GlideRecord - Link Tables - Related Lists - Grid Control - Database Views

Database Views

Gauges are created by security_admin or users with Gauge_admin role? True or False

False gauges are created by admins or users with Gauge_maker role

What are two pathways to view feedback left on a published article? - Knowledge > My articles > flagged - Knowledge > articles > published - Knowledge base > my knowledge > flagged articles - Knowledge > articles > my flagged

- Knowledge > articles > published - Knowledge > articles > my flagged

What is the purpose of flagging an article in a knowledge base? - to mark an article to read later - reporting an error - allows a user to delete that article - allows a user to submit feedback about an article - allows a user to hide that articles

Allows a user to submit feedback about an article

Can a user open an incident by email, if so what is utilized? - Yes: via UI Action - Yes: via Notification - Yes: via UI Action script - Yes via UI Macro - No - Yes: via Inbound Action

Yes: via Inbound Action

how can you track and aggregate data over time through elements called scorecards and indicators? - Performance Analytics - Update Sets - Workflows

Performance Analytics

Which tool is used to have conversations with logged in users in real time? - Now Messenger - Virtual Agent - Messenger Bot - User Presence - Connect Chat - Mobile Studio

Connect Chat

What is the master table that contains a record for each table in the database? - sys_db_object - sys_core_object - sys_ci - sys_master_db - sys_master_object - sys_cmdb_ci

sys_db_object

Can you update a record without updating its system fields (like sys_updated_by, sys_updated_on)? - yes - No, every insert and update automatically updates system fields

yes: you can use autoSysFields() on GlideRecord object

What defines conditions that are evaluated against users to determine which users can access Service Catalog items? - Business rules on Service Catalog - ACL - User Group Membership - User Criteria - Palette Tabs

User Criteria

Which of the following is not a valid field type (for Incident Table)? - Suggestion - Long String - Currency

Long String

Which table captures information related to workflow versions? - wf_workflow_version - wf_workflow - wf_workflow_versions

wf_workflow_version

When can SLAs include actions be triggered on SN instance? - Anytime - In Progress - Breached - Completed

Anytime

Variable sets can be used in which of the below options? (pick 3) - Incidents - Record Producer - Scratch pad - Order Guides - Catalog Items - REST API - Scripted API - SOAP API

- Record Producer - Order Guides - Catalog items

What are the UI components of a homepage? (pick 3) - Banner - Content Pane - Header - Footer - Application Navigator

- Banner - Content Pane - Application Navigator

A gauge can be added to which of the below mentioned components in a SN instance? - Report - Banner - List - Home Page

Home Page

What module in the Service Catalog application does an Administrator access to begin creating a new item? - Maintain Categories - Maintain Items - Content Items

Maintain Items

In a workflow, what is the workflow timeline? - It provides a complete time based display of logs associated with workflow - An automation block such as approvals, conditions, notifications, tasks, timers and utilities - Shows the progress of a workflow, It provides a complete time base display of activities associated with workflow context - Defines unique key for record. If record found, import will update the record. If not found, import will create a new record.

Shows the progress of a workflows. It provides a complete time based display of activities associated with workflow context

What table is used to store SLAs in a SN instance? - u_sla - sla - task_sla

task_sla

How can admin view/edit the dictionary for a particular field in SN? - Schema Map - Right click the field and click Configure Dictionary - Data Dictionary - Configure Label

Right click the field and click Configure Dictionary

Which statement describes the contents of the Configuration Management Database (CMDB)? - The CMDB contains data about tangible and intangible business assets - The CMDB contains the Business Rules that direct the intangible, configurable assets used by a company - The CMDB archives all Service Management PaaS equipment metadata and usage statistics - The CMDB contains ITIL process data pertaining to configuration items

The CMDB contains data about tangible and intangible business assets

You can add new columns to base table incident in SN instance? - Yes or No

Yes: must have admin role

Button, Related Links and Context Menu are part of? - Canvas - Form - UI Action - Client Script - UI Page

UI Action

Smith wants to hide a table from the report console. How can it be done? - By default, all tables shall be shown in reports module - Write an ACL on the table with operation as "report on" and restrict - Go to reports module and configure the allowed tables to report on - Write an ACL on the table with operation as "report for" and restrict

Write an ACL on the table with operation as "report on" and restrict

Which is the pause condition for incident SLA? - Hold - Until - Pause - Awaiting - Wait

Awaiting

What are the benefits of using groups in SN? - Permissions and Access - Simplified ability to assign permissions - Identifies a subset of users for roles adn skill assignment - Provide a reference for alerts and notifications - All of the above

All of the above

Which module displays a list of tasks assigned to a user's group, but not yet assigned to an individual user? - My Teams Work - My Groups Tasks - My Groups Work - My Teams Tasks

My Groups Work

According to any vanilla SN instance, which of the following is true? - Deleted system tables will be created again during in instance upgrade - System tables cannot be permanently deleted - When moved from left to right slush bucket, reference fields get deleted - System tables can be deleted by the user with the itil role - System tables can be deleted by the administrator

System tables cannot be permanently deleted

SLM module configures which of the following? (pick 3) - SLA - OLA - UC - INC

- SLA - OLA - UC

Which are valid query operators for filter conditions in SN? (pick 4) - ANYTHING - STARTSWITH - ENDSWITH - ISINVALID - ISVALID - ISNOTEMPTY

- ANYTHING - STARTSWITH - ENDSWITH - ISNOTEMPTY

Which of the following types of client scripts are supported in SN? (pick 4) - onSubmit - onupdate - onClick - onChange - onCellEdit - onLoad - onEdit - onSave

- onSubmit - onChange - onCellEdit - onLoad

What role is used by Admin for adding or removing fields from the list? - personalize_list - form_user - security_admin

personalize_list

Choose the 5 variables that you can add when you create a catalog item from below list of field types. - multiple choices - single line text - radio button - choice list - checkbox - multi-line text

- multiple choices - single line text - choice list - checkbox - multi-line text

which of the following statements is true for a field on an audited table? - Add "no_audit = 0" to attribute for exclude from auditing - Add "no_audit = true" to attribute for exclude from auditing

Add "no_audit = true" to attribute for exclude from auditing

What is a characteristic of importing data into SN? - Coalesce fields are used only after running Transform - An existing Transform Map can be used one time on the same import set - An existing Transform Map can be used multiple times on the same import set - An existing Transform Map can be used only once on the same import set - An existing Transform Map can be used only once on different import sets

An existing Transform Map can be used multiple times on the same import set

Which one statement correctly describes Access Control rule evaluation? - Rules are evaluated form the general to the specific, so a table rule must be active to continue - If a row level rule and a field level rule exist, either of the rules must be true before an operation is allowed - If a row level rule and a field level rule exist, both rules must be true before an operation is allowed - If a row level rule and a field level rule exist, both rules must be false before an operation is allowed - Rules are evaluated using riles. The role with the most permissions evaluates the rules first - If more than one rule applies to a row, the older rule is evaluated first

If a row level rule and a field level rule exist, both rules must be true before an operation is allowed

How to differentiate SLA, OLA and underpinning contracts based on which options below? - Last date of execution - sys_id - status - type - configuration item - number of executions - meta-type

type

Where are customizations done on SN instance stored? - sys_update_xml - sys_update_set - sys_update

sys_update_xml

To generate task based records through service request which is the correct option? - record producer - UI Policy - business rule - service catalog - UI Action

record producer

From the User Menu in SN instance, which actions can a user select? (pick 3) - Approve records - Order from Service Catalog - Send notifications - Log out of SN - Impersonate Users - Elevate roles

- Log out of SN - Impersonate Users - Elevate roles

What are two of the settings that can be made in the contextual security manager? (pick 2) - change release dates and manage group personnel - disable applications and to set the maximum notification size - specify the attachment file types - change release dates and restrict automatic notifications - set the maximum attachment size

- specify the attachment file types - set the maximum attachment size

Is it true that only a user with security_admin role can. grant security_admin role to other users?

Yes, this is true starting London version

Which will not run natively on smartphones? - Service Catalog - Self-Service - Workflow

Workflow

What is the sequence of conditions in a SN SLA definition? - Begin, Hold, Halt - Start, Pause, Stop - Start, Hold, Halt - Start, In Progress. Stop

Start, Pause, Stop

What does a request number in Service Catalog represent? - The task to complete - The order number - The individual item in the order

The order number

Which of the following statements is true? - Task table cannot be extended - Task table can be extended and it can extend any other table - Task table can be extended and it cannot extend any other table

Task table can be extended and it cannot extend any other table

How do I turn on email notifications in SN? - Go to 'Email' under 'System Properties' menu. You will see a checkbox on the properties page 'Enable Email Sending (SMTP)' - Go to 'Email' under 'System Properties' menu. You will see a radio button on the properties page 'Enable Email Sending (SMTP)' - Go to 'Email' under 'System Properties' menu. You will see a dropdown field 'Enable Email Sending (SMTP)' - Go to 'Email' under 'Application Properties' menu. You will see a checkbox on the properties page 'Enable Email Sending (SMTP)'

Go to 'Email' under 'System Properties' menu. You will see a checkbox on the properties page 'Enable Email Sending (SMTP)'

Which statement describes the relationship between the incident table and the task table? - The incident table extends the task table - The task table extends the incident table - The task table is the child of the incident table - The incident table is the parent of the task table - The incident table is extended by the task table

The incident table extends the task table

Which is true regarding Knowledge Base? - articles are grouped according to their created dates - articles are grouped according to months of creation - articles are grouped according to views - articles are grouped according to users who created them - articles are grouped according to user roles who created them - articles are grouped according to categories - articles are grouped according to approval dates

articles are grouped according to categories

What defines conditions that are evaluated against users to determine which users can access Service Catalog items? - Tables and Forms - Palette Tabs - User Criteria

User Criteria

What is the important factor to remember when a user is creating catalog variables - Catalog variables are global by default only for users with "catalog_admin" role - Catalog variables are global by default

Catalog variables are global by default

Which of the following can be performed by inbound email actions? - Execute a scheduled script - Submit Service Catalog request - Create or update task record - Validate a form - Call a client callable script

Create or update task record

Which of the below is not a list interface element? - Fields - Column headings - Title bar - Gauge

Gauge

What defines how departments work together to meet the service level requirements documented in an SLA? - Underpinning Contract (UC) - Service Level Agreement (SLA) - Metrics - Operational Level Agreement (OLA)

Operational Level Agreement (OLA)

If the system administrator wants to modify the homepage, which of the following links on the page indicates that this can be done? - Make gauge - Change layout - Add Context

Change Layout

Which of the following contains tabs for accessing workflows that are being edited or created? - Canvas Tabs - Many to Many - Select Box - Transition

Canvas Tabs

What capabilities does knowledge management provide to end users (with no roles) in a SN instance? (Pick 2) - Edit articles - View articles - Create articles - Delete articles

- Edit articles - View articles

What details does a knowledge article hold? (pick 3) - User solutions - User information - Troubleshooting tips - Known errors - Catalog items

- User solutions - Troubleshooting tips - Known errors

SLA, OLA, and UC are related to what? - Knowledge base - Home page - Service Level Management - Incident Management

Service Level Management

Is it true that system upgrade schedule auto-updates an existing MID server to the latest build on a SN instance?

False - MID server upgrade has to be done explicitly and is not tied to instance upgrade

Knowledge process consists of which of the below components? - document creation, approval and review from SMEs - document creation, approval and review from SMEs and publishing

document creation, approval and review from SMEs and publishing

SN provides customers with a dedicated database, application and data isolation using which one of the following models? - Hybrid Cloud - Multi-Tenant - Single-Tenant

Single-Tenant

The baseline Service Catalog homepage contains links to which of the following components? (pick 3) - Record Producers - Order Guides - Workflows - Item Variables - Catalog Items

- Record Producers - Order Guides - Catalog Items

Which statement holds true for Service Catalog categories? - Users with the admin or cat_admin roles can view categories only if there is an active item in the category and availability is set to either desktop or both - Users with the admin or catalog_admin roles can view categories only if there is an active item in the category and availability is set to either desktop or both

Users with the admin or catalog_admin roles can view categories only if there is an active item in the category and availability is set to either desktop or both

Which 4 concepts are associated with the SN CMDB? - The Dependency View - Service Processes - Tables and Fields - Multi tenant and Single instance - User permissions - A Database

- The dependency view - service processes - tables and fields - a database

What authentication modes are used in a SN REST web service? (pick 2) - OAUTH 2.0 - Mutual Authentication - OATH 2.0 and Mutual Authentication - Basic Authentication

- OAUTH 2.0 - Basic Authentication

Which of the below components runs on server side of SN instance? (pick 3) - Business rule - UI - Script include - Data policy - UI policy - Client script

- Business rule - Script include - Data policy

What purpose does Client Transaction Time plugin serve in SN? - It deletes client transaction details - It enhances the system logs by providing additional information about the durations of transactions - It enables to log a message in SN

It enhances the system logs by providing additional information about the durations of transactions

Which protocal is used for create, update, and delete incident through emails? - HTTP - SOAP - POP3 - IMAP - SMTP

POP3

An outbound SOAP message is defined. Which function can invoke the SOAP message? - Data policy - UI policy - UI macro - UI action

UI action

Which is true about sys_dictionary? - sys_dictionary is a table where all the details about all SN base tables are stored - the system dictionary is a table, called Dictionary Entry [sys_dictionary], that contains details for each custom table and the definition for every column on custom table in an instance - the system dictionary is a table, called Dictionary Entry [sys_dictionary], that contains details for each table and the definition for every column on each table in an instance

the system dictionary is a table, called Dictionary Entry [sys_dictionary], that contains details for each table and the definition for every column on each table in an instance

Which of the following is used to initiate a flow? - Core Action - A spoke - Scheduled Job - Data Policy - UI Policy - Trigger

Trigger

You will see a text area widget where you can add conditional expressions to your ACL. It is known as what? - SLA Condition Evaluation - Conditional Expressions - Content Frame - Dynamic Expressions - Annotations - Filters

Conditional Expressions

What is the purpose of a formatter in SN instance? - Formatter is a set of conditions applied to a table to help find a work with data - Formatter is a form element used to display information that is not a field in the record - Formatter allows you to populate fields automatically - Formatter allows you to configure applications on your instance

Formatter is a form element used to display information that is not a field in the record

Form Context Menu provides a graphical representation of other tables related to a specific table, true or false?

False - it provides controls based on the table and user access rights

Which method is used to check if the object is null or contains an empty string? - null() - empty() - isEmpty() - isNull() - false() - nil()

nil(): queries an object and returns true if the object is null, undefined, or contains an empty string

Which are not captured in an update set by default? (pick 3) - form views - schedule jobs - user / group records - CI modifications

- schedule jobs - user / group records - CI modifications

Which is true characteristics for workflows in service catalog? - workflows can have multiple rounds of approval actions - only one rollback activity is allowed in a workflow - the start and end activities in workflows can be changed - workflows can have a maximum of five rounds of approval actions

only one rollback activity is allowed in a workflow

Which role will a user require to initiate the setup of Agent Intelligence? - agent_admin - admin or ml_admin - security_admin

admin or ml_admin ml = machine learning

On any SN instance, which allows a user to edit field values in a list without opening the form? - Edit Menu - List Editor - Data Editor - Form Designer

List Editor

Use what to create reports by modifying an existing report, or create a new report from scratch? - Report App - Report Designer - Report Maker - Dependency Views - Report_operator - Service Catalog

Report Designer

Which protocol is used to send outbound emails from SN? - SMTP - IMAP

SMTP

SN supports which of the following authentication methods? - Basic Auth - LDAP - Token - oAuth - None of the above - All of the above

All of the above

Which table stores roles for a particular user in SN instance? - imp_user - sys_role - user_role - sys_user_has_role

sys_user_has_role

What is the order of Business rule to run? - Display > Before > Query > After - Before > Query > After > Display - Query > Display > Before > After

Query > Display > Before > After

A variable set is a modular unit of variables that "CAN BE" shared between catalog items, true or false?

True

Which is true about SN LDAP? - has read and delete access to customers AD - has read, write and delete access to customers AD - has read and write access to customers AD - has only read access to customers AD

has only read access to customers AD

Which describes the purpose of an Order Guide in SN platform? - Order Guide provides a list of guidelines for administrators on how to set up item variables - Order Guides restrict the number of items in an order to only one item per request - Order Guides provide the ability to order multiple, related items as one request

Order Guides provide the ability to order multiple, related items as one request

How can users respond and interact with agents at their convenience through Virtual Agents? - Constant engagement in the web channel - Proactive messaging in the web channel - Synchronous chat in the web channel - Asynchronous chat in the web channel

Asynchronous chat in the web channel

How often are Flow Designer related entries deleted from the variables table if they have not been used for over a year? - Weekly - Variables are stored indefinitely - Monthly - Bi-weekly

Monthly

Copy and configure quick start tests

When using flow designer, how can you modify data pull values without needing to write scripts? - Edit flow logs - Use data pill formatter - Install data pill package plugins - Use transform functions

Use transform functions

In the Now platform, you can create and visualize report on your metrics for your business objectives. What can be used to aggregate field values when using the Report Designer? - Field metrics - New generated items - Data based visualization domain - Standard deviation calculations - Integer abbreviations

Standard deviation calculations

Which conversational interface allows you to preview and modify a catalog item in catalog builder? - Virtual Agent - Connect Chat - Catalog Annotator

Virtual Agent

Only the owner of the board

Link unfurling enables preview of what kind of variables in Virtual Agent web and mobile conversations (pick 3) - Work notes - Images - Video - Accessibility options - Text - Email notifications

- Images - Video - Text

Which property prevents users from creating homepages or editing existing ones when set to true? - com.glideapp.home.block_homepages - com.glideapp.home.disable_homepages - com.glideapp.home.lock_homepages - com.glideapp.home.deprecate_homepages

com.glideapp.home.deprecate_homepages

When flow action is cancelled in Flow Designer, which property can be used to set a time value that overrides the default timeout? - com.glide.cs.fdva.interactive.timeout - Help Panel - com.glide.cs.fdih.interactive.timeout - com.glide.cs.fdih.override.timeout

com.glide.cs.fdih.interactive.timeout

Which of the following statements are true about import sets? (Select 3) - Transform map is the conversion of data from an import set table to another table - Creating an extremely large import set can cause delays and system outages - Import sets cannot add data to encrypted fields - You can import data from several different file formats or external data sources - The Import Set Deleter scheduled job cleans up all import set data everyday at midnight

- Creating an extremely large import set can cause delays and system outages - Import sets cannot add data to encrypted fields - You can import data from several different file formats or external data sources

What are the Incident Database views for the Service Management plugin in the base system? (Select 3) - incident_state - incident_time_worked - incident_metric - incident_sla

- incident_time_worked - incident_metric - incident_sla

Which of the following defines an application service in the best way? - It provides standard fields and values for tracking life-cycle changes - It is a set of interconnected applications and hosts configured to offer a service to an organization - It monitors services in an organization - It supports multiple configuration strategies

It is a set of interconnected applications and hosts configured to offer a service to an organization