MAIN CSA Flashcards
Reports can be created from which different places in the platform? (Choose two.)
A. List column heading
B. Metrics module
C. Statistics module
D. View / Run module
A. List column heading
D. View / Run module
Knowledge Base Search results can be sorted by which of the following? (Choose three.)
A. Most recent update
B. Popularity
C. Relevancy
D. Manager assignment
E. Number of views
A. Most recent update
C. Relevancy
E. Number of views
Correct Answer: ACE
Table Access Control rules are processed in the following order:
A. any table name (wildcard), parent table name, table name
B. table name, parent table name, any table name (wildcard)
C. parent table name, table name, any table name (wildcard)
D. any table name (wildcard), table name, parent table name
B. table name, parent table name, any table name (wildcard)
A REQ number in the Service Catalog represents`
A. the order number.
B. the stage.
C. the task to complete.
D. the individual item in the order.
A. the order number.
Which of the following is used to initiate a flow?
A. A Trigger
B. Core Action
C. A spoke
D. An Event
A. A Trigger
Which ServiceNow products can be used to discover and populate the CMDB? (Choose two.)
A. Discovery
B. IntegrationHub ETL
C. Finder
D. CMDB Plugin
E. CMDB Integration Dashboard
A. Discovery
B. IntegrationHub ETL
Which one of the following statements describes the contents of the Configuration Management Database (CMDB)?
A. The CMDB contains data about tangible and intangible business assets
B. The CMDB contains the Business Rules that direct the intangible, configurable assets used by a company
C. The CMDB archives all Service Management PaaS equipment metadata and usage statistics
D. The CMDB contains ITIL process data pertaining to configuration items
A. The CMDB contains data about tangible and intangible business assets
Which statement is true about business rules?
A. A business rule must run before a database action occurs
B. A business rule can be a piece of Javascript
C. A business rule must not run before a database action occurs
D. A business rule monitors fields on a form
B. A business rule can be a piece of Javascript
Which of the following are a type of client scripts supported in ServiceNow? (Choose four.)
A. onSubmit
B. onUpdate
C. onCellEdit
D. onLoad
E. onEdit
F. onChange
G. onSave
A. onSubmit
C. onCellEdit
D. onLoad
F. onChange
Which of the following concepts are associated with the ServiceNow CMDB? (Choose four.)
A. Service Processes
B. User Permissions
C. Tables and Fields
D. A Database
E. The Dependency View
A. Service Processes
C. Tables and Fields
D. A Database
E. The Dependency View
What is a formatter? Select one of the following.
A. A formatter allows you to configure applications on your instance
B. A formatter is a form element used to display information that is not a field in the record
C. A formatter allows you to populate fields automatically
D. A formatter is a set of conditions applied to a table to help find and work with data
B. A formatter is a form element used to display information that is not a field in the record
When searching using the App Navigator search field, what can be returned? (Choose four.)
A. Names of Applications and Modules
B. Names of Modules
C. Names of Applications
D. Favorites
E. History Records
F. Titles of Dashboard Gauges
A. Names of Applications and Modules
B. Names of Modules
C. Names of Applications
D. Favorites
Which of the following can be customized through the Basic Configuration UI 16 module? (Choose three.)
A. Banner Image
B. Record Number Format
C. Browser Tab Title
D. System Date Format
E. Form Header Size
A. Banner Image
C. Browser Tab Title
D. System Date Format
When working on a form, what is the difference between Insert and Update operations?
A. Insert creates a new record and Update saves changes, both remain on the form
B. Insert creates a new record and Update saves changes, both exit the form
C. Insert saves changes and exits the form, Update saves changes and remains on the form
D. Insert saves changes and remains on the form, Update saves changes and exits the form
B. Insert creates a new record and Update saves changes, both exit the form
How is the Event Log different from the Event Registry?
A. Event Log contains generated Events, the Event Registry is a table of Event definitions
B. Event Log is formatted in the Log style, the Event Registry displays different fields
C. Event Log lists Events that were triggered by integrations, the Event Registry lists the Events that were triggered during the day (24hour period)
D. Event Log is the same as the Event Registry
A. Event Log contains generated Events, the Event Registry is a table of Event definitions
What is a Dictionary Override?
A. A Dictionary Override is an incoming customer update in an Update Set which applies to the same objects as a newer local customer update
B. A Dictionary Override is the addition, modification, or removal of anything that could have an effect on IT services
C. A Dictionary Override is a task within a flow that requests an action before the flow can continue
D. A Dictionary Override sets field properties in extended tables
D. A Dictionary Override sets field properties in extended tables
What is a characteristic of importing data into ServiceNow?
A. An existing Transform Map can be used one time on the same import set
B. Coalesce fields are used only after running Transform
C. Any user can manage and set up import sets
D. An existing Transform Map can be used multiple times on the same import set
D. An existing Transform Map can be used multiple times on the same import set
How are Workflows moved between instances?
A. Workflows are moved using Update Sets
B. Workflows are moved using Transform Maps
C. Workflows are moved using Application Sets
D. Workflows cannot be moved between instances
A. Workflows are moved using Update Sets
Access Control rules may be defined with which of the following permission requirements? (Choose three.)
A. Roles
B. Conditional Expressions
C. Assignment Rules
D. Scripts
E. User Criteria
F. Groups
A. Roles
B. Conditional Expressions
D. Scripts
How do you make a list filter available to everyone?
A. Make active, assign a name, and save
B. Assign a group, set visibility, and save
C. Assign a name, set visibility, and save
D. Make active, set visibility, and save
C. Assign a name, set visibility, and save
Which of the following is used to categorize, flag, and locate records?
A. Search
B. Favorites
C. Tags
D. Bookmarks
C. Tags
When creating a global custom table named abc, what is the table name that is automatically assigned by the platform?
A. snc-abc
B. abc
C. u-abc
D. sys-abc
C.u-abc
Access Control rules may provide access security for which of the following database objects?
A. For a specific role, group, or user
B. For a specific row, column, or table
C. For specific groups
D. For a specific CMDB Configuration item
B. For a specific row, column, or table
What is the primary application used to load data into ServiceNow?
A. Service Level Management
B. Configuration
C. System Import Sets
D. System Update Sets
C.System Import Sets
Which of the following steps can be used to import new data into ServiceNow from a spreadsheet?
A. Select Data Source, Schedule Transform
B. Load Data, Create Transform Map, Run Transform
C. Define Data Source, Select Transform Map, Run Transform
D. Select Import Set, Select Transform Map, Run Transform
B.Load Data, Create Transform Map, Run Transform
Which tool is used for creating dependencies between configuration items in the CMDB?
A. CI Relationship Editor
B. CMDB Builder
C. CI Service Manager
D. Cl Class Manager
D. Cl Class Manager
Which of the following protects applications by identifying and restricting access to available files and data?
A. Application Configuration
B. Verbose Log
C. Access Control Rules
D. Application Scope
D. Application Scope
Which one statement correctly describes Access Control rule evaluation?
A. Table access rules are evaluated from the general to the specific
B. If more than one rule applies to a record, the older rule is evaluated first
C. If a row level rule and a field level rule exist, both rules must be true before an operation is allowed
D. The role with the most permissions evaluates the rules first.
C. If a row level rule and a field level rule exist, both rules must be true before an operation is allowed
ServiceNow contains a resource which provides the following:
A standard and shared set of service related definitions across ServiceNow products and platform that will enable and support true service level reporting.
A CMDB framework across our products and platform that will enable and support multiple configuration strategies.
What resource do these statements describe?
A. Common Services Data Model (CSDM)
B. Information Technology Service Management (ITSM)
C. Configuration Management Database (CMDB)
D. Information Technology Infrastructure Library (ITIL)
A. Common Services Data Model (CSDM)
An IT manager is responsible for the Network and Hardware assignment groups, each group contains 5 team members. These team members are working on many tasks, but the manager cannot see any tasks on the Service Desk - My Groups Work list. What could explain this?
A. The Service Desk - My Groups Work list shows active work tasks that are not yet assigned.
B. The manager does not have the itil role.
C. The manager is not a member of the Service Desk group.
D. The manager is not a member of the Network and Hardware groups.
E. The Assignment Group manager field is empty.
D. The manager is not a member of the Network and Hardware groups.
What do you need to do before you can use an Application based trigger in your flow?
A. Activate application trigger spoke
B. Activate trigger security rules
C. Activate application spoke, and plugins as needed
D. Assign Application trigger role [sn-app-trigger-write] to SME
E. Activate application plugins only
B. Activate trigger security rules
The ServiceNow platform includes which types of interfaces? (Choose three.)
A. Now Mobile Apps
B. Agent Control Center
C. Back Office Dashboard
D. Service Portals
E. Now Platform? User Interfaces
F. Field Service Taskboard
A. Now Mobile Apps
D. Service Portals
E. Now Platform? User Interfaces
Which of the following are not included in an Update Set, by default? (Choose four.)
A. Homepages
B. Data
C. Published Workflows
D. Business Rules
E. Schedules
F. Database changes
G. Related Lists
H. Report Definitions
I. Scheduled Jobs
J. Client Scripts
K. Views
B. Data
E. Schedules
F. Database changes
I. Scheduled Jobs
You are showing your customer a new form that you have created for their new application. They would like to add a field to the form. Where could you do that?
(Choose two.)
* A. Select Fields and Columns module
* B. Right click on form header, select Configure > Form Layout
* C. Click on context menu, select Configure > Form Designer
* D. Select Field Class Manager module
B. Right click on form header, select Configure > Form Layout
C. Click on context menu, select Configure > Form Designer
Which ServiceNow resource is a framework that ensures the data your ServiceNow application requires maps correctly to the appropriate CMDB tables?
* A. Common Service Data Model (CSDM)
* B. Service Mapping Utility (SMU)
* C. Service Schema Map (SSM)
* D. CMDB Class Manager (CMDBCM)
* E. CI Class Manager (CICM)
- D. CMDB Class Manager (CMDBCM)
Your company is giving all first line workers a special T-shirt as a recognition for their hard work. Management team wants a way for employees to order the T- shirt, with the ability to specify the preferred size and color. How would you ensure that only first line workers (non-managers) can submit the order?
* A. Create Record Producer and use the Available For list to specify First Line [sn_first_line] role
* B. Create Catalog Item and use the Not Available list to specify the Manager Group
* C. Create Catalog Item and use the Available For list to specify ITIL [itil] role
* D. Create Order Guide and use the User Criteria list to specify First Line [sn_first_line] role
- B. Create Catalog Item and use the Not Available list to specify the Manager Group
What icon do you use to change the label on a Favorite?
* A. Clock
* B. Hamburger
* C. Pencil
* D. Three dots
* E. Triangle.
* F. Star
C. Pencil
What needs to be specified, when creating a Business Rule? (Choose four.)
* A. UI action
* B. Table
* C. Fields to update
* D. Who can run
* E. Script to run
* F. Application scope
* G. Update set
* H. Timing
* I. Condition to evaluate
- B. Table
- E. Script to run
- H. Timing
- I. Condition to evaluate
What import utility do you use when the field names on the import set match the name of the fields on the Target table?
* A. Schema Mapping
* B. Automatic Mapping
* C. Mapping Assist
* D. Mapping Dashboard
- B. Automatic Mapping
What are three security modules often used by the System Administrator? (Choose three.)
* A. System Properties > Security
* B. Utilities > Migrate Security
* C. System Security > Security
* D. Self-Service > My Access
* E. System Security > Access Control (ACL)
* F. Password Management > Security Questions
* G. System Security > High Security Settings
- A. System Properties > Security
- E. System Security > Access Control (ACL)
- G. System Security > High Security Settings
When testing a catalog item, having a manager approval flows, which of these best practices would you follow? (Choose three.)
* A. Make sure the latest flows are activated.
* B. Use the instance Incognito setting to quickly toggle between requester and approver.
* C. Impersonate the requester to ensure the form works.
* D. Make sure the requester’s user record has a manager specified.
* E. Create and select your Testing Update Set, before starting the test cases.
* F. Use your Admin account, so you can approve the items quickly.
- A. Make sure the latest flows are activated.
- C. Impersonate the requester to ensure the form works.
- D. Make sure the requester’s user record has a manager specified.
What is specified in an Access Control rule?
* A. Groups, Conditional Expressions and Workflows
* B. Table Schema, CRUD, and User Authentication
* C. Object and Operation being secured; Permissions required to access the object
* D. security_admin
- C. Object and Operation being secured; Permissions required to access the object
A new service catalog item is being developed, but should only be visible to managers inside the HR Department. What method would you use to fulfill this requirement?
* A. Specify the Dept_Mgr role on the catalog content block
* B. Add the Department Manager group to the catalog item’s user criteria
* C. Add the Department Manager group to the catalog item’s ACL
* D. Only publish the item in the HR service catalog
* E. Use a Dept_Mgr ACL on the HR service catalog
B. Add the Department Manager group to the catalog item’s user criteria
Access Control rules are applied to a specific table, like the Incident table. What is the object name for a rule that is specific to the Incident table and the Major
Incident field?
* A. Incident.Major_Incident
* B. incident=>major_incident
* C. incident<=>major_incident
* D. incident||major_incident
* E. incident.major_incident
E. incident.major_incident
Two departments (HR Onboarding and Facilities) have come to you, asking for a way for employees to request event room set up services. The requirements are the same for the form and the task routing to the Facilities’ assignment group.
✑ For HR, the item will be used primarily for the Onboarding coordinators, for employee orientation sessions.
✑ For Facilities, the item will be used for anyone in the company who needs room set up services.
However, both departments have their own service catalogs. What do you do, to support these requirements?
* A. Create one Catalog Item for HR Event Room Set Up and one for Facilities Event Room Set Up; then publish each to the appropriate Catalog.
* B. Create one Catalog Item for Event Room Set Up; then publish to both Catalogs.
* C. Create one Catalog Item for Event Room Set Up; then publish to the Parent Catalog, which is accessible to both HR and Facilities.
D. Create one Catalog Item for Event Room Set Up; then use ACLs to control access.
- B. Create one Catalog Item for Event Room Set Up; then publish to both Catalogs.
What would you do, on a list, if you wanted to show the records in groups, based on the column category? (Choose two.)
* A. On list Context Menu, select Group By > Category
* B. On the Filter Menu, select Group By > Category
* C. Click Group On icon, select Category
* D. On Navigator Filter, type tablename.group.category and press enter
* E. On the Category column title, click Context menu > Group By Category
- A. On list Context Menu, select Group By > Category
- E. On the Category column title, click Context menu > Group By Category
Which features allow you to update multiple records at one time? (Choose two.)
* A. List Editor
* B. Field Update Action
* C. Bulk Record Update
* D. Data Remediation Dashboard
* E. Update Selected Action
A. List Editor
E. Update Selected Action
Categories in the knowledge base, by default, can be created and edited by which knowledge workers? (Choose two.)
* A. Knowledge Authors
* B. Knowledge Contributors
* C. Knowledge Controller
* D. Knowledge Managers
* E. Knowledge Category Managers
* F. Knowledge Submitters
* G. Knowledge Owners
* H. Knowledge Taxonomy Owner
- B. Knowledge Contributors
- D. Knowledge Managers
Which collaboration tool opens a sidebar and allows you to create new conversations with other ServiceNow users?
* A. Skype Now
* B. Collaborate Now
* C. Agent Messenger
* D. Agent Chat
* E. Connect Chat
- D. Agent Chat
What module would you use if you wanted to view a list of all of the fields on the Incident table? (Choose two.)
* A. Tables & Columns
* B. Dictionary
* C. Data Class Manager
* D. Dictionary Dashboard
* E. Database View
* F. Schema
- A. Tables & Columns
- B. Dictionary
What component causes a flow to run after a record has been created or updated?
* A. Date-based trigger
* B. On-change trigger
* C. Record-based trigger
* D. Application-based trigger
* E. Updated-date trigger
- C. Record-based trigger
Which module is used to access the knowledge bases which are available to you?
* A. Knowledge > Home
* B. Self Service > Knowledge
* C. Knowledge > All
* D. Knowledge > Knowledge Bases
* E. Knowledge > Overview
- B. Self Service > Knowledge
A customer requests the following data quality measures be added:
✑ Incident numbers should be read only, on all lists and forms, for all users.
✑ Short Description field should be mandatory, on all records, across all applications, on Insert.
Which type of policy would you use to meet this requirement?
* A. Data Quality Policy
* B. Dictionary Design Policy
* C. UI Data Policy
* D. UI Policy
* E. Field Criteria Policy
* F. Data Policy
- F. Data Policy
What type of user (persona) has clearly defined paths and workflows in the platform and have one or more roles (ie itil and approver_user)?
* A. Workflow User
* B. Request Fulfiller
* C. ITSM User
* D. Approving Manager
* E. Service Desk User
* F. Process User
- F. Process User
When you need to orchestrate business processes across services with little technical user knowledge, which utility would you use?
* A. Flow Manager
* B. Flow Designer
* C. Flow Editor
* D. Workflow Editor
* E. Workflow Designer
- B. Flow Designer
What is a key difference between Reporting and Performance Analytics?
* A. Performance Analytics contains snapshots of data taken over time; Reporting shows only the data as it is, at the moment the report is run.
* B. Performance Analytics can show trends; Reports cannot.
* C. Reports can be run on a scheduled basis; Performance Analytics cannot.
* D. Performance Analytics data can be published to Dashboards; Reports cannot.
* E. Performance Analytics shows KPIs; Reporting does not.
- A. Performance Analytics contains snapshots of data taken over time; Reporting shows only the data as it is, at the moment the report is run.
While showing a customer their incident form, they ask to change the Priority values to display their internal terminology P1, P2, P3, P4. They want it to be consistent across all Tasks. How would you do that?
Right click on Priority and select what?
* A. Configure Lists
* B. Show Options
* C. Configure Task
* D. Show Choices
* E. Show Choice List
* F. Configure Options
- E. Show Choice List
Your customer would like to create a new template to notify users who are affected by network outages at their site. Which module would you use to create a new notification?
* A. System Notification > Email > Notifications
* B. Administration > Notification Overview
* C. System Properties > Email > Settings
* D. User Preferences > Email > Notifications
* E. Click Gear > Notifications > New
A. System Notification > Email > Notifications
When designing a flow, how do you reference data from a record, in that flow?
* A. Drag the table icon onto the flow definition
* B. Use the condition builder to specify the desired values
* C. Specify the source table on the data pill related list
* D. Drag the data pill onto the flow definition
* E. Add the table reference using the slush bucket
- D. Drag the data pill onto the flow definition
On the Reports page, what sections allow you to see which reports are visible to different audiences? (Choose four.)
* A. Group
* B. Department
* C. My reports
* D. Team
* E. Dashboards
* F. Global
* G. Admin
* H. Analytics
* I. All
* J. Company
- A. Group
- C. My reports
- F. Global
- I. All
Which ServiceNow capability provides assistance to help users obtain information, make decisions, and perform common work tasks via a messaging interface?
* A. Agent Workspace
* B. Chat bot
* C. Virtual Agent
* D. Knowledge Chat
* E. Now Support
- C. Virtual Agent
From a form, what would you click to add additional fields to the form? (Choose two.)
* A. Context Menu > Form > Layout
* B. Context Menu > Configure > Form Layout
* C. Context Menu > Configure > Form Design
* D. Right click on header > Add > Field
* E. Context Menu > Form > Designer
F. Right click on header > Configure > UX Dashboard
- B. Context Menu > Configure > Form Layout
- C. Context Menu > Configure > Form Design
On a Form header, what is the three bar icon called?
* A. Pancake icon
* B. Additional Actions or Context Menu
* C. Hamburger icon
* D. Cake icon
- B. Additional Actions or Context Menu
On a Business Rule, the When setting determines at what point the rule executes. What are the options for specifying that timing?
* A. Before, After, Async, Display
* B. Prior to, Synchronous, on Update
* C. Insert, Update, Delete, Query
* D. Before, Synchronous, Scheduled Job, View
- A. Before, After, Async, Display
What are different types of Data Sources, which may be imported into ServiceNow? (Choose four.)
* A. Local Sources (i.e. XML, CSV, Excel)
* B. Implementation Spoke
* C. DataHub
* D. JDBC Connection
* E. Network Server
* F. LDAP Connection
A. Local Sources (i.e. XML, CSV, Excel)
C. DataHub
D. JDBC Connection
F. LDAP Connection
What controls the publishing and retiring process for knowledge articles?
* A. Approval Policies
* B. Approval Definitions
* C. Workflow Designer
* D. Workflows
* E. State Lifecycle
- D. Workflows
Tables may have a One to Many relationships. From the Service Catalog, what are examples of tables having a one to many relationships? (Choose three.)
* A. One Approval can have many Requests
* B. One Request can have many Requested Items
* C. One Requested Item can have many Approvals
* D. One Requested Item can have many Catalog Tasks
* E. One Cart can have many Requests
- B. One Request can have many Requested Items
- C. One Requested Item can have many Approvals
- D. One Requested Item can have many Catalog Tasks
On a filter condition, which component is always a choice list?
* A. Operator
* B. Filter Criteria
* C. Operation
* D. Match Criteria
- A. Operator
What resource can you use to view details of the tables and configuration items (CIs) associated with a particular use case?
A. Scenario Dashboard
B. CI Use Case Modeler
C. CMDB Use Case Modeler
D. Common Service Data Model (CSDM) product view
D. Common Service Data Model (CSDM) product view
A manager wants to view a snapshot of month-end Sales performance data, as compared to Sales targets. In addition, the manager wants to be able to see those monthly numbers trended over time, and forecasted into the future. What capability do you suggest for this manager?
A. Scheduled Reports, a custom snapshot table, and a Trend report
B. Scheduled Reports and Excel
C. Scheduled Reports, a custom snapshot table, and a Projection report
D. Performance Analytics
E. Key Performance Indicators
D. Performance Analytics
What are advantages of using Flow Designer? (Choose three.)
A. Supports advanced developers
B. Enables complicated scripting
C. Reduces technical debt
D. Less manual scripting
E. Smooth integration with 3rd party systems
C. Reduces technical debt
D. Less manual scripting
E. Smooth integration with 3rd party systems
When a flow runs an action, it generates a runtime value, which stays the same for the duration of the flow. What is the name of this runtime value?
A. Trigger runtime value
B. Sequence runtime value
C. Starting runtime value
D. Data pill runtime value
E. Input runtime value
D. Data pill runtime value
The wait time for end users is based on the round-trip between the client and the server. What activities are included in the round-trips?
A. Request + Response
B. Save + Update
C. Write + Read
D. Submit + Query
E. Insert + Verify
A. Request + Response
What feature do you use to specify which users are able to access a Service Catalog Item?
A. Can Read Role
B. Catalog User Role
C. Can Order Tab
D. User Criteria
D. User Criteria
What type of field has a drop down list, from which you can pick from pre-defined options?
A. Choice
B. Picker
C. Drop down
D. Option
A. Choice
Which ServiceNow capability allows you to provide knowledge articles, via a conversational messaging interface?
A. Agent Assist
B. Virtual Agent
C. Now Messenger
D. Connect Agent
A. Agent Assist
Which role can manage multiple knowledge bases?
A. knowledge_base_admin
B. kb_admin
C. sn_kb_admin
D. knowledge_admin
D. knowledge_admin
What attributes can you manage, using System Properties > Basic Configuration UI16? (Choose five.)
A. Browser tab title
B. Module text color
C. Preferred browser
D. Base theme
E. Font style
F. Animation style
G. Header background color
H. Banner Image
A. Browser tab title
B. Module text color
D. Base theme
G. Header background color
H. Banner Image
Which tool graphically displays an infrastructure view for a configuration item (CI) and its relationship with other CIs?
A. Schema Map
B. Dependency View
C. Dependency Map
D. Database View
B. Dependency View
Which tab on the knowledge base record, would you use to identify the sets of users who are able to read articles in that knowledge base?
A. Access List
B. Can Access
C. Accessible to
D. Can Read
D. Can Read
What are the main components of the Form Design interface? (Choose three.)
A. Field Layout
B. Page Header
C. Field Navigator
D. Field Picker
E. Form Layout
B. Page Header
C. Field Navigator
E. Form Layout
What is used to determine user access to knowledge bases or a knowledge article?
A. sn_kb_read, sn_article_read
B. Privacy Settings
C. Read Access Flag
D. User Criteria
D. User Criteria
How would you define an Access Control, to allow a user with itil role to have permission to create incident records?
A. Name: incident.None; Operation: create; Role: itil
B. Name: incident.Any; Operation: write; Permission: itil
C. Name: incident:; Permission: write; Role: itil
D. Name: incident.None; Permission: create; Role: itil
E. Name: incident:;Operation: write; Permission: itil
A. Name: incident.None; Operation: create; Role: itil
What Service Catalog feature do you use to organize items into logical groups?
A. Categories
B. Variable Sets
C. Sections
D. Catalog items
A. Categories
You have been asked to configure a form so an employee could order tablet and select the standard accessory options to purchase with it. These standard options are: carrying case, screen cleaner, tablet stand, and screen protector. What approach would you take? (Choose three.)
A. Create Catalog Item for the Tablet, and add a variable set to the form, for the accessory options.
B. Create a Record producer, and on the form, add a check box variable for each accessory option.
C. On Shopping Cart configuration, select option lo show the Add Accessories button.
D. Create one Catalog item for each: tablet, carrying case, screen cleaner, tablet stand, and screen protector.
E. Create Catalog Item for the tablet, and on the form, add a check box variable for each accessory option.
A. Create Catalog Item for the Tablet, and add a variable set to the form, for the accessory options.
D. Create one Catalog item for each: tablet, carrying case, screen cleaner, tablet stand, and screen protector.
E. Create Catalog Item for the tablet, and on the form, add a check box variable for each accessory option.
Which ServiceNow utility provides a modern interactive graphical interface to visualize configuration items and their relationships?
A. Dependency View
B. CI Class Map
C. Business Service Map
D. CSDM Schema
A. Dependency View
On the Reports page, what sections allow you to see which reports are visible to different audiences? (Choose four.)
A. Group
B. Department
C. My reports
D. Team
E. Global
F. All
A. Group
C. My reports
E. Global
F. All
On a filter condition, there is an element, which is based on the table, the user access rights, and columns on the table. What is this element called?
A. Label
B. Column
C. Data Element
D. Field
E. Attribute
D. Field
When managing tags, you can adjust who is able to see it. What are the visibility options? (Choose three.)
A. Groups and Users
B. Me
C. Roles and Permissions
D. Everyone
E. Admins
A. Groups and Users
B. Me
D. Everyone
When using the Data Pill Picker, use which keys to dot-walk to fields in other tables?
A. Plus, Minus
B. Ctrl <, Ctrl >
C. Arrows
D. Ctrl C, Ctrl V
E. Shift F4, Shift F5
C. Arrows
In what order are Access Controls evaluated?
A. Field-level - most specific to most general; then Table-level - most specific to most general
B. Field-level - most general to most specific; then Row-level - most specific to most general
C. Table-level - most specific to most general; then Field-level - most specific to most general
D. Table-level - most specific to most general, then Row-level - most specific to most general
C. Table-level - most specific to most general; then Field-level - most specific to most general
What instance resource allows you to access guided tours, information about actions, and instructions on how to use inputs and outputs in your flow?
A. Docs
B. Community
C. Help Panel (question mark icon)
D. Wiki
C. Help Panel (question mark icon)
Tables may be set up with Many to Many relationships. What is a classic example of a scenario where the tables would have many to many relationships?
A. Vendors can sell multiple products; and products can be sold by multiple vendors.
B. A Task can trigger many Workflows; and a Workflow can trigger many Tasks.
C. Requests can contain many Items; and Items can be any item from the catalog.
D. A Configuration Item can belong to multiple Classes, and Classes can contain multiple Configuration Items.
A. Vendors can sell multiple products; and products can be sold by multiple vendors.
On the CI Dependency View, what enables you to trace from an infrastructure item, like a Server, to the Services that are dependent on that Server?
A. Automapping Utility
B. Relationships
C. Service Tracer
D. Transform Map
B. Relationships
What are examples of UI Actions, relating to Lists? (Choose four.)
A. List Links
B. List Choices
C. List Buttons
D. List Override
E. List Context Menu
F. List Control
A. List Links
B. List Choices
C. List Buttons
E. List Context Menu
A Service Catalog project will involve building 80 catalog items. For each of the catalog items, the following fields will be mandatory on the forms:
* Requested for
* Requested by
* Approving manager
* Delivery instructions
All of the other variables will be specific to the individual catalog item. What features would you use when designing the catalog item form?
A. Create a Variable Set Template, then apply to all of the catalog items.
B. Create one Variable Set for the four variables, then add that variable set to each of the 80 catalog items.
C. Create a Record Producer that contains the four fields; then add to the record producer related list on the Catalog Items.
D. Create a Flow Designer Action, with Variable Set Data Pill, then apply flow to all of the 80 catalog items.
E. Create an Order Guide, which includes all variables; then copy and hide variables as needed.
B. Create one Variable Set for the four variables, then add that variable set to each of the 80 catalog items.
A task worker asks how they can monitor any updates occurring to records assigned to him, like responses from customers. What do you suggest?
A. On My Work list, select the Activity Stream icon to show a frame with live updates
B. Click on the eyeglass icon to expand the Monitor frame
C. Open an Agent workspace tab for each record he wants to monitor
D. Select Service Desk > My Work Dashboard
A. On My Work list, select the Activity Stream icon to show a frame with live updates
What access does a user need to be able to import articles to a knowledge base?
A. sn_knowledge_import
B. sn_knowledge_contribute
C. Can contribute
D. Can import
C. Can contribute
When importing data from a spreadsheet, which step defines where the incoming data columns will be written in the receiving table?
A. Schedule Transform
B. Field Matching
C. Select Data Source
D. Create Transform Map
E. Load Data
D. Create Transform Map
To apply a UI Policy to all views, which field should be set to true in its definition record?
A. Global
B. Reverse if false
C. On load
D. Inherit
A. Global
Which type of scripts run in the browser?
A. Script Include Scripts
B. Access Control Scripts
C. Business Rule Scripts
D. UI Policies and Client Scripts
D. UI Policies and Client Scripts
Which modules can you use to create a new table? (Choose two.)
A. Dictionary
B. Schema Map
C. Tables
D. Tables & Columns
C. Tables
D. Tables & Columns
Which ServiceNow utility gives a Service Desk agent the ability to trace from a Service having an issue, to see which CIs supporting that service have active issues?
A. CI Dependency View
B. Event Management Homepage
C. Service Dashboard
D. CI Health Dashboard
A. CI Dependency View
Which feature enables business process owners to organize Flow Designer content into unified and digitized cross-enterprise processes via a digitized task board interface?
A. Flow Designer
B. Workflow Editor
C. Process Workflow Designer
D. Process Automation Designer
D. Process Automation Designer
On a related list, which buttons are commonly used for managing the records on the list? (Choose three.)
A. Add
B. Edit
C. Publish
D. Manage
E. New
A. Add
B. Edit
E. New
A customer requests the following data quality measures be added:
* Incident numbers should be read only, on all lists and forms, for all users.
* Short Description field should be mandatory, on all records, across all applications, on Insert.
Which type of policy would you use to meet this requirement?
A. Data Quality Policy
B. Dictionary Design Policy
C. Data Policy
D. Field Criteria Policy
C. Data Policy
What catalog tool would you use to create a catalog item or record producer?
A. Catalog Builder
B. Workflow Designer
C. Catalog Designer
D. Catalog Formatter
A. Catalog Builder
On a form, which type of field has this icon which can be clicked, to see a preview of the associated record?
A. Lookup
B. Preview
C. Reference
D. Snapshot
E. Quickview
F. Drilldown
C. Reference
While on an Incident record, how would you add a Tag for “Special Handling” to the record?
A. Click on the Context menu, select Add Tag, type Special Handling, press enter
B. Click on the More options (…) icon, click Add Tag, type Special Handling, press enter
C. On the Tag field, select Special Handling from the choice list
D. On the Special Handling field, check the box
B. Click on the More options (…) icon, click Add Tag, type Special
What feature allows you to limit who is able to contribute or read knowledge within a knowledge base?
A. Roles
B. Groups
C. User Criteria
D. Categories
C. User Criteria
Many actions are included with flow designer, what are some frequently used core actions? (Choose four.)
A. Look for Update
B. Create Record
C. Ask for Approval
D. Look Up Record
E. Wait for Condition
F. Wait for Match
B. Create Record
C. Ask for Approval
D. Look Up Record
E. Wait for Condition
What role enables someone to authorize a request, with no other permissions on the platform?
A. Approval Group [approval_group]
B. Authorize [authorize_user]
C. Reviewer [reviewer_user]
D. Verification [verify_user]
E. Approver [approver_user]
E. Approver [approver_user]
The Report Designer contains different sections for configuring your report. Which section is used to adjust the look of your report, including colors, titles and legend layout?
A. Layout
B. Format
C. Configure
D. Style
D. Style
How would you distinguish between a Base Class table and a Parent Class table?
A. Extended tables are always extended from Parent tables. Extended tables are usually extended from Base tables.
B. Extended tables can be extended from Parent tables or Base tables; but they cannot be extended from both.
C. Base Class tables always have tables extended from them. Parent tables do not have tables extended from them.
D. Base Class table is not extended from another table, Parent class tables may be extended from another table.
D. Base Class table is not extended from another table, Parent class tables may be extended from another table.
When building an extended table from a base table, which fields do you need to create? (Choose two.)
A. The fields that are not in the base table.
B. The mandatory fields for the base table.
C. The fields that are specific to the extended table.
D. The reference fields for the base table.
A. The fields that are not in the base table.
D. The reference fields for the base table.
While showing a customer their Incident form, they ask to change the Priority field title to display their internal terminology PValue. How would you do that? (Choose two.)
A. Right click on Priority and select Configure Label
B. Right click on Priority and select Configure Dictionary
C. Right click on Priority and select Configure Display Settings
D. Right click on Priority and select Configure Column
A. Right click on Priority and select Configure Label
B. Right click on Priority and select Configure Dictionary
Here is an example of the criteria set for a knowledge base:
* Companies: ACME North America
* Departments: HR
* Groups: ACME Managers
* Match All: Yes
In this example, what users would have access to this knowledge base?
A. Members of the ACME Manager group, who are also members of HR Department and part of ACME North America
B. Employees of ACME North America, who are members of HR Department or the ACME Managers group
C. Users which are members of either ACME North America, or HR Department, or ACME Managers group
D. Members of the ACME Managers group, and HR department, regardless of geography
A. Members of the ACME Manager group, who are also members of HR Department and part of ACME North America
As administrator, what must you do to access features of High Security Settings?
A. Impersonate Security Admin
B. Select Elevate Roles
C. Add security_admin role to your user account
D. Use System Administration > Elevate Roles module
C. Add security_admin role to your user account
What setting allows users to view a Knowledge Base article even if they are not logged in?
A. The Public setting
B. The View All setting
C. The ESS role
D. The Allow All role
A. The Public setting
When adding a related list to a form, you choose the related list from the list collector. What is an example of a related list you might see on the list collector? (Choose three.)
A. Problem==Parent
B. HR Case->Parent
C. Catalog Task->Parent
D. Outage->Task number
E. Release Phase==Parent
B. HR Case->Parent
C. Catalog Task->Parent
D. Outage->Task number
A customer wants to be able to identify and track components of their infrastructure that support their eCommerce service. What ServiceNow products could support this requirement? (Choose three.)
A. Asset Management
B. Discovery
C. Configuration Management (CMDB)
D. Service Mapping
E. Performance Analytics
B. Discovery
C. Configuration Management (CMDB)
D. Service Mapping
On Access Control Definitions, what are ways you can set the permissions on a Table? (Choose three.)
A. Conditional Expressions
B. Roles
C. CRUD
D. Script that sets the answer variable to true or false
E. Groups
A. Conditional Expressions
B. Roles
D. Script that sets the answer variable to true or false
What tool is used to import data from various data sources, and map that data into ServiceNow tables?
A. Transform Set
B. Data Pack
C. Update Set
D. Import Set
D. Import Set
How would you describe the relationship between the Incident and Task table?
A. Incident table has a one to many relationship with the Task table
B. Incident table is extended from Task table
C. Incident table is related to the Task table via the INC number
D. Incident table has a many to many relationship with the Task table
E. Incident table is a database view of the Task table
A. Incident table has a one to many relationship with the Task table
Which flow components allow you to specify when a flow should be run?
A. Trigger and Condition Pill
B. Condition and Table
C. Trigger Criteria and Clock
D. Trigger and Condition
E. Scope and Trigger Condition
D. Trigger and Condition
The Report Designer contains different sections for configuring your report. Which section is used to specify the name of the report, and the table or data source for the report?
A. Type
B. Properties
C. Configure
D. Sources
E. Data
E. Data
Which features ensures data consistency while importing data using import sets and web services?
A. UI Policy
B. Data Policy
C. Business Rule
D. Client Script
E. CSDM
B. Data Policy
What is the name of the string that displays filter criteria?
A. Breadcrumb
B. Choice
C. Menu
D. Topic
A. Breadcrumb
Which system property is added and set to true in order to see impersonation events in the System Log?
A. glide.sys.all_impersonation
B. glide.user_setting
C. glide.impersonation_setting
D. glide.sys.log_impersonation
E. glide.sys.admin_login
D. glide.sys.log_impersonation
What process allows users to create, categorize, review, approve and browse important information in a centralized location that is shared by the entire organization?
A. Self Service Management
B. Knowledge Management
C. Business Information Management
D. Information Portal Management
E. Knowledge-Centered Management
B. Knowledge Management
A colleague wants to rearrange the columns on their My Work List. Once the user has navigated to the list, where should they navigate to select and arrange the columns?
A. Right click on any column header, Context Menu > Configure > List Layout
B. Click List Context Menu > Configure > List Layout
C. Click List Context Menu > Personalize List
D. Click Personalize List
D. Click Personalize List
You are looking at a list of Active Incidents. You want to exclude Incidents with the state of Resolved. How might you do that?
A. On Search, select State, type not Resolved, press enter
B. On State column title, right-click, select Filter Out > Resolved
C. On the list of records, locate and right-click on the Resolved value, select Filter Out
D. On the list of records, locate and right-click on the Resolved value, select Exclude
E. Click Funnel icon, click AND, Select Resolved, is Not, State, click Run
C. On the list of records, locate and right-click on the Resolved value, select Filter Out
Roles can inherit permissions from other roles. Which role inherits all of the permissions of the catalog role, and the user_criteria_admin role, plus has permissions to create Items and Services?
A. Sys Admin [sys_admin]
B. Catalog Admin [catalog_admin]
C. Catalog Author [sn_catalog_write]
D. Item Admin [sn_item_admin]
B. Catalog Admin [catalog_admin]
What component of the ServiceNow infrastructure defines every table and field in the system?
A. Schema
B. Field Map
C. Table Class Manager
D. Dictionary
E. Data Atlas
D. Dictionary
Which data consistency settings can be achieved using UI Policy? (Choose three.)
A. Setting fields to accept the data in an expected format
B. Setting fields to accept the data with ‘n’ number of characters
C. Setting fields hidden
D. Settings fields read-only
E. Setting fields mandatory
C. Setting fields hidden
D. Settings fields read-only
E. Setting fields mandatory
A customer wants to use a client script to validate things on a form in order to make sure the submission makes sense. What type of client script would you recommend to meet this requirement?
A. onSubmit()
B. onSubmission()
C. onUpdate()
D. onLoad()
A. onSubmit()
An order from the Service Catalog has been placed. Two records in the Platform are created as a result. Which two records are associated with this newly ordered item? (Choose two.)
A. A record of sc_req_item table
B. A record of sc_task
C. An incident record
D. A change record
E. A problem record
A. A record of sc_req_item table
B. A record of sc_task
What action will allow you to personalize layouts of columns in a list?
A. Context Menu > View > Personalize
B. Click Gear Icon > Personalize window options > Select the appropriate columns
C. Select the column to be personalized and right at the header > Choose the options to personalize
D. Select the column to be personalized > Click Edit icon (Pencil) > Choose the options to personalize
B. Click Gear Icon > Personalize window options > Select the appropriate columns
An order for new office equipment has been placed through the Service Catalog. How would you view the lists of requests after the orders have been placed?
A. All > Tables and Columns > Tasks
B. In the Navigation Filter, type “requests.list” and press the Enter key
C. All > Service Catalog > Requests
D. All > Service Catalog > Open Records > Items
C. All > Service Catalog > Requests
Which path would you take to access the table configuration page from a form?
A. The Form Context menu > View > Show Table
B. The Form Context menu > View > Table
C. The Form Context menu > Configure > Dictionary
D. The Form Context menu > Configure > Table
D. The Form Context menu > Configure > Table
What is the most common role that has access to almost all platform features, functions, and data?
A. Super User [sn_super_user]
B. Security Admin [securty_admin]
C. System Administrator [admin]
D. Base Admin [base_admin]
E. System Manager [sys_manager]
C. System Administrator [admin]
Which framework can automatically populate values for the Priority and Category fields based on the Short description field value?
A. Predictive Intelligence
B. Assignment Rule
C. CSDM
D. Action
E. UI Policy
A. Predictive Intelligence
Which testing framework is used to test ServiceNow Applications?
A. Test Driven Framework (TDF)
B. Junit
C. Selenium
D. Automated Test Framework (ATF)
D. Automated Test Framework (ATF)
Which allows the creation of a task-based record from Service Catalog?
A. Assignment Rule
B. Flow Designer
C. UI Builder
D. Record Producers
D. Record Producers
What module do you use to access the reports that are available to you?
A. Self-Service > My Reports
B. Self-Service > My Dashboards
C. Reports > View / Run
D. Reports > Homepage
E. Reports > Overview
C. Reports > View / Run
Security rules are defined to restrict the permissions of users from viewing and interacting with data. What are these security rules called?
A. CRUD Rules
B. Access Control Rules
C. Role Assignment Rules
D. Scripted User Rules
E. User Authentication Rules
B. Access Control Rules
A new employee joins the IT department and needs to perform work assigned to Network and Hardware groups. How would you set up their access? (Choose three.)
A. Add User Account to Hardware group
B. Add User Account to IT Knowledgebase
C. Create User Account
D. Add User Account to itil group
E. Add User Account to Network group
F. Add User Account to ACL
A. Add User Account to Hardware group
C. Create User Account
E. Add User Account to Network group
The customer has asked that you change the default layout of the Task list. They would like these columns, in this order:
- Number
- Task Type
- Parent
- Short Description
- Assignment Group
- Assignee
- Updated
After navigating to the list, where would you click, to meet this requirement?
A. Click List Context Menu > Personalize List
B. Click List Context Menu > Configure > Columns
C. Right click List Gear icon > Configure > Columns
D. Right click on any column header, Context Menu > Configure > List Layout
D. Right click on any column header, Context Menu > Configure > List Layout
Which ServiceNow capability allows you to provide knowledge articles, via a conversational messaging interface?
A. Agent Assist
B. Virtual Agent
C. Now Messenger
D. Instance Chat
B. Virtual Agent
On the Form header, which element you to access form templates?
A. Stamp
B. More Options (…)
C. Pages
D. Paperclip
B. More Options (…)
Which ServiceNow utility provides a modern interactive graphical interface to visualize configuration items and their relationships?
A. Flow Design
B. CI Class Map
C. Dependency View
D. Business Service Map
C. Dependency View
Which allows the creation of a task-based record from Service Catalog?
A. Record Producers
B. UI Builder
C. Assignment Rule
D. UI Actions
E. Flow Designer
A. Record Producers
Which type of scripts run in the browser?
A. UI Policies
B. Script Include Scripts
C. Access Control Scripts
D. Business Rule Scripts
A. UI Policies
If users would like to locate and assign a task to themselves in the Platform, what action could they perform from the list view to make the assignment? (Choose two.)
A. Select the record using the check box, then select the Person icon
B. Select the record using the check box then select the Assign To Me UI action on the List Header
C. Double click on the Assigned to value, type the name of the user, and select the green check
D. Right click on the Task number and select the Assign to me option in the menu
E. Select the Task number, and select the Assign to me UI action on the form
C. Double click on the Assigned to value, type the name of the user, and select the green check
D. Right click on the Task number and select the Assign to me option in the menu
What instance resource allows you to access guided tours, information about actions, and instructions on how to use inputs and outputs in your flow?
A. Now Support
B. Community
C. Docs
D. Help Panel (question mark icon)
D. Help Panel (question mark icon)
On a form header, what icon would you click to access Template features?
A. Context Menu
B. Paper clip
C. Stamp
D. More options (…)
D. More options (…)
Access Control rules are applied to a specific table, like the Incident table. What is the object name for a rule that applies to the entire Incident table (all rows and fields)?
A. incident.*
B. incident.all
C. incident.!
D. incident.None
D. incident.None
Which action enables personalization in a form for the admin role, only?
A. Navigate to sys_form_properties.list and set the property glide.ui.enable_personalize_form.admin to true.
B. Navigate to Context Menu > Configure > Form Layout and select ‘Enable Personalization’ and Enter the ‘admin’ role.
C. Navigate to Context Menu > Configure > Table and add the role ‘Admin’ in the ‘Available User’ list box.
D. Navigate to sys_properties.list find the property glide.ui.personalize_form.role and set the Value to admin.
D. Navigate to sys_properties.list find the property glide.ui.personalize_form.role and set the Value to admin.
Which element is used to track items not saved with a field, in a record?
A. Sidebar
B. List Editor
C. Activity formatter
D. Dictionary
C. Activity formatter
What does ServiceNow recommend as a best practice regarding data imports?
A. Adjust your Transform maps, after the data is loaded into the target table.
B. Use extremely large Import Sets, instead of multiple large Import Sets.
C. Create a new Import set table for each new data load.
D. Plan time before your import to remove obsolete or inaccurate data.
E. Monitor data quality and clean imported data, using the Data Scrub Workspace.
D. Plan time before your import to remove obsolete or inaccurate data.
If a user is on an Incident form and is alerted when they change the value of the Priority field, which type of script executes in the Platform?
A. A server script
B. A client script
C. A fix script
D. A business rule
B. A client script
What are the benefits of building flows using Flow Designer? (Choose three.)
A. Provides IDE for complicated scripting
B. Provides built-in libraries /API for complex coding
C. Automatically populates SLA records
D. Provides natural-language descriptions of flow logic
E. Supports No-Code application development
F. Supports easy integration with 3rd party systems
D. Provides natural-language descriptions of flow logic
E. Supports No-Code application development
F. Supports easy integration with 3rd party systems
Which helps to visualize configuration items and their relationships?
A. Tables
B. Schema Map
C. Flow Design
D. Transform Map
E. Dependency View
E. Dependency View
An administrator creates “customer_table_admin” and “customer_table_user” roles for the newly created “Customer Table”. Which ACL rule would grant access to all rows and all fields to both the customer_table_admin and customer_table_user roles?
A. customer.none
B. customer.all
C. customer.field
D. customer.*
A. customer.none
What helps to define the structure of a catalog item form that is displayed to the customer?
A. Variables
B. Catalog Description
C. Catalog Definition
D. Order Guides
A. Variables
Which displays the list of activities, or history, on a form?
A. Formatter
B. Dictionary
C. Sidebar
D. History Menu
A. Formatter
What are the options that can be set to determine when a Business Rule executes? (Choose four.)
A. Async
B. Load
C. Change
D. Display
E. After
F. Before
G. Submit
H. Click
A. Async
D. Display
E. After
F. Before
