MN CSA Fundamentals - 1 User Interface & Navigation

Question 1

What is a ServiceNow user?

Answer 1

A user is an individual that has been granted access to your ServiceNow instance

Question 2

What is a ServiceNow group?

Answer 2

A group is a set/collection of users who share a common purpose, such as users approving change requests or receiving e-mail notifications

Question 3

What is a ServiceNow role?

Answer 3

A role is a collection of permissions in the Now Platform to

• grant access to app and other parts of the platform
• assign security rights

(The word “role” defines your capabilities in the application)

Question 4

Where are users represented? (table)

Answer 4

By a record on: sys_user

Question 5

Where are roles represented? (table)

Answer 5

By a record on: sys_user_role

Question 6

What methods are used for user authentication in ServiceNow? (7)

Answer 6

Local database
Multi-provider Single Sign-on (SSO)
LDAP
OAuth 2.0 
SAML 2.0 
Digest Token 
Multifactor

Question 7

Which of the following is the primary way to interact with the applications and data in ServiceNow instance?

Answer 7

Now Platform User Interface (UI)

Question 8

The Now Platform is an example of which cloud computing model?

Answer 8

An Application Platform-as-a-Service (aPaaS)

Question 9

What four workflows are ServiceNow divided into?

Answer 9

IT Workflows

Employee Workflows

Customer Workflows

Creator Workflows

Question 10

Name five Persona Types (base system roles):

Answer 10

System Administrator
- everything but HR + security

Specialized Administrator
- manage specific function/apps

Fulfiller/Process
- ITIL roles, defined workpaths and workflows

Approver

Requester (ESS)

Question 11

What is the top of the page in the Now Platform User Interface called?

Answer 11

The Banner Frame

Question 12

What is the middle of the page in the Now Platform User Interface?

Answer 12

Content Frame

Question 13

What is the left hand side of the page in the Now Platform User Interface?

Answer 13

Application Navigator

Question 14

What are the different Interfaces for accessing a ServiceNow Instance?

Answer 14

Now Platform User Interface (UI)

Service Portal

Now Mobile App

ServiceNow Mobile Classic (gamla)

Question 15

What are the three components of the Now Platform User Interface?

Answer 15

Banner Frame

Application Navigator

Content Frame

Question 16

What is the Application Navigator?

What are the components of the Application Navigator?

Answer 16

A list of available applications end their corresponding modules

All applications
Favorites
Your History
Filter Navigator

Question 17

What is the official documentation resource for ServiceNow? // Where can you locate product documentation?

Answer 17

docs.servicenow.com

Question 18

How can you add favorites in the Application Navigator? (3)

Answer 18

By selecting the star of the corresponding app or module

Dragging an individual record to the Favorites tab

Dragging the breadcrumbs of a filtered list to the tab

Question 19

Where can you update Now Platform user interface branding including company logo and colors?

Answer 19

System Properties > Basic Configuration UI16

Guided Setup > ITSM Guided Setup

Question 20

Lists provide context menus in three diff levels. What are the names of those context menus?

Answer 20

List Context Menu
- next to the title of the list

Column Context Menu
- in column header

Record Context Menu
- right click on a rows cell

Question 21

What are list filter conditions also called?

Answer 21

Breadcrumbs

Question 22

Which menu can users access to display actions that involve creating quick reports, configuring lists and exporting data?

Answer 22

Column Context Menu

Question 23

Which search feature can be used to help narrow down search results in ServiceNow?

Answer 23

Wildcard Characters

Question 24

A column in a list represents what in the ServiceNow instance?

Answer 24

A field

Question 25

What is the list Anatomy (what are lists built upon)? (5)

Answer 25

Title bar - list title and in some cases the view name in () List Filters/Breadcrumbs - offers quick form of filter navigation Column Headings - displays column (table field) names and provides som list controls Column Header Search - provides search within spec column Field Values - right click to access additional actions

Question 26

How can you search for information in ServiceNow? (7)

Answer 26

Wildcards Phrase Searches Searching Lists Boolean Operators Attachment Search International Character Sets Punctuation

Question 27

What Module is available to an End user?

Answer 27

Self Service

Question 28

What is a formatter?

Answer 28

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

Question 29

Which type of interface enables you to display multiple performance analytics, reporting and other widgets on a single screen?

Answer 29

Dashboard

Question 30

What three components make up a filter condition in a list?

Answer 30

1 Field 2 Operator 3 Value

Question 31

How are tags used?

Answer 31

To categorize, flag and locate records

Question 32

What is a view (list)?

Answer 32

A version of a customized list or form which defines which fields appear and in what order

Question 33

A row represents what in the ServiceNow database?

Answer 33

Record

Question 34

What defines which fields appear in a list and the order of said fields?

Answer 34

A view

Question 35

What is a formatter (form)? Name a few examples of these: (5)

Answer 35

An element used to display information that is not a field in the record ``` Activity formatter Process flow formatter Parent breadcrumbs formatter Approval summarizer formatter CI relations formatter ```

Question 36

What are the three main components of the form designer?

Answer 36

Page header Field navigator (left) Form layout (middle)

Question 37

Which field type displays as a checkbox in the form?

Answer 37

True/False

Question 38

Which field type displays information from another table?

Answer 38

Reference

Question 39

Which tool can be used to change the layout of the form view for all users?

Answer 39

Form Designer

Question 40

What allows fields to be populated automatically when applied?

Answer 40

Template

Question 41

What is a related list (form)?

Answer 41

Shows records in tables that have a relationship to the current record

Question 42

Which menu provides options related to viewing, configuring, creating favorites and saving form data?

Answer 42

Form context menu

Question 43

What allows users to see a time stamped history of all actions taken within a record?

Answer 43

Activity Stream

Question 44

What are the cell components (where fields are represented in the Form Designer)?

Answer 44

Handle icon Field label (name) Settings icon Remove icon

Question 45

Different form templates can be applied to a form by accessing the:

Answer 45

(Toggle) Template Bar

Question 46

Which icon on the banner frame is selected to customize an individuals instance?

Answer 46

System settings (gear icon)

Question 47

Which module allows an admin to change the look and feel for an instance?

Answer 47

System Properties > Basic Configuration UI16

Question 48

What are some reasons for changing the look and feel of a ServiceNow instance? (3)

Answer 48

To distinguish between production and non-production instances To comply with corporate branding themes To increase user acceptance