Module 1: ServiceNow - The Modernized Work Experience Flashcards by Christopher Newhouse

What refers to application menus and modules that you may want to access quickly and often?
A. Breadcrumbs
B. Favorites
C. Tags
D. Bookmarks

B. Favorites

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What action do you take on a menu item for it to always display in your instance?
A. Add the menu as a browser favorite
B. Expand the menu
C. Pin the menu
D. Add the menu to your preferences

C. Pin the menu

You can pin any menu available to you in your instance so that it displays in your instance at all times.

Source: Welcome to ServiceNow: Next Experience Navigation, and Access Knowledge Check

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Please choose three

Your user preferences allow you to configure:
A. Access
B. Display
C. Application order
D. Notifications
E. Knowledge
F. Accessibility

B. Display
D. Notifications
F. Accessibility

Next Experience preferences allow you to configure display, accessibility, and notifications in your instance.

Source: Welcome to ServiceNow: Next Experience Navigation, and Access Knowledge Check

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Which site allows you to engage in learning opportunities and earn badges and certifications?
A. ServiceNow Product Documentation
B. ServiceNow Community
C. Now Learning
D. ServiceNow Homepage

C. Now Learning

Now Learning is a learning experience portal where you become certified in a learning path and earn badges through individual courses and micro certifications.

Source: Welcome to ServiceNow: Next Experience Navigation, and Access Knowledge Check

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Where can you locate product documentation?
A. docs.servicenow.com
B. community.servicenow.com
C. learning.servicenow.com
D. servicenow.com

A. docs.servicenow.com

Source: Sherry Rice’s Quizlet

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Easy to configure options, easy scalability, customizable portal pages, and a unified browser for all content types are features of what?
A. Service Portal
B. Knowledge Portal
C. Employee Center
D. CAB Workbench

C. Employee Center

Source: Sherry Rice’s Quizlet
Source: SNAF (Xanadu) > Module 1 Knowledge Check

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Built-in extensibility, integrated workflows, pre-enabled widgets, and curated pages for popular topics are features of what?
A. CAB workbench
B. Service Portal
C. Knowledge Portal
D. Employee Center

D. Employee Center

Source: Sherry Rice’s Quizlet
Source: SNAF (Xanadu) > Module 1 Knowledge Check

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Employee-centric navigation and intranet-like engagement and communication are features of what?
A. Knowledge Portal
B. Employee Center
C. Instance Security Center
D. Service Portal

B. Employee Center

Source: Sherry Rice’s Quizlet
Source: SNAF (Xanadu) > Module 1 Knowledge Check

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Please choose three

What are some ways users can interact with the ServiceNow platform?
A. Workspaces
B. Internet Browser
C. Command-Line Interface
D. Service Catalog
E. Dashboards

A. Workspaces
D. Service Catalog
E. Dashboards

Source: Common Ways to interact within the Platform (Book)

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Please choose three

What are some ways users can interact with the ServiceNow platform?
A. Command-Line Interface
B. Internet Browser
C. Lists
D. Forms
E. Knowledge Bases

C. Lists
D. Forms
E. Knowledge Bases

Source: Common Ways to interact within the Platform (Book)

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Fill in the [blank]

By default, users on the Next Experience see the Next Experience [blank] when they log into their instance?
A. Dashboard
B. Landing Page
C. Login Screen
D. User Preferences

B. Landing Page

Source: Next Experience landing pages

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Fill in the [blank]

The instance banner logo, menus, contextual app pill, global search, application scope & update set, sidebar discussions, help, notifications, and user menu are all included in the Next Experience [blank].
A. Employee Center
B. Unified Navigation
C. Landing Page
D. Theme

B. Unified Navigation

May also be referred to as the Next Experience Unified Navigation Header or Next Experience Banner Frame

Source: Sherry Rice’s Quizlet

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Please choose three

How can you create a favorite in the Next Experience?
A. Select the “Star” icon in the All Menu
B. Right-Click the Menu option and select “Add to Favorites”
C. Select the “Pencil” icon in the All Menu
D. Select the “Star” icon in the Contextual App Pill
E. From the List Context Menu

A. Select the “Star” icon in the All Menu
D. Select the “Star” icon in the Contextual App Pill
E. From the List Context Menu

Source: Managing your favorites in Next Experience

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What is a collection of users who share a common purpose?
A. Group
B. Coalition
C. Team
D. Gaggle

A. Group

Source: Groups
Source: SNAF (Xanadu) > Section 1.2: User access and personas > Users and Groups

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What is used to define access to an application or module, as well as specific tables and fields via the Access Control List (ACL)?
A. Groups
B. User Permissions
C. Roles
D. Business Rules

C. Roles

Source: SNAF (Xanadu) > Section 1.2: User access and personas > Roles

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True or False

A role can contain other roles.

True

Source: Sherry Rice’s Quizlet
Source: SNAF (Xanadu) > Section 1.2: User access and personas > Roles

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If you needed to test or troubleshoot an issue a user is experiencing, where would you go?
A. User menu > Profile
B. User menu > Monitor user
C. User menu > Impersonate user
D. User menu > Log in as user

C. User menu > Impersonate user

This is a simplified version of the question

Source: Sherry Rice’s Quizlet

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Which UI action saves information for a new record and leaves the form?
A. Leave
B. Insert
C. Submit
D. Commit

C. Submit

Source: Sherry Rice’s Quizlet

Which UI action saves information for an existing record and leaves the form?
A. Leave
B. Insert
C. Submit
D. Update

D. Update

Source: Sherry Rice’s Quizlet

Which module displays a list of tasks assigned to a user’s group, but not yet assigned to an individual?
A. My Work
B. My Teams Work
C. Our Work
D. My Groups Work

D. My Groups Work

Source: Sherry Rice’s Quizlet

If a user wanted to provide a customer-visible update within a task, which field would he/she use?
A. Notes
B. Additional Comments
C. More options > Email
D. Description

B. Additional Comments

Source: Sherry Rice’s Quizlet

Is a user wanted to create an internal note within a task (i.e., not customer-visible), which field would he/she use?
A. Notes
B. Additional Comments
C. More options > Email
D. Description

A. Notes

Source: Sherry Rice’s Quizlet

Which of the following best identifies the ServiceNow platform?
A. Application Platform as a Service (aPaaS)
B. Platform as a Service (Paas)
C. Infrastructure as a Service (IaaS)
D. Software as a Service (SaaS)

A. Application Platform as a Service (aPaaS)

This is a platform that allows the development, installation, and modification of applications while sharing data between the applications as needed.

Source: SNAF (Xanadu) > Section 1.1: ServiceNow class resources > Key concepts - ServiceNow Platform

Which best describes the following persona?

Provides access to all platform features, applications, functions, and data.

A. Requester
B. Approver
C. Specialized Administrator
D. Administrator

D. Administrator

Source: SNAF (Xanadu) > Section 1.2: User access and personas > Persona types in the Platform

Which best describes the following persona type? *May manage specific functions or applications, including Assignment Rules, Knowledge Base, Human Resources, Reports, and Web Services.* A. Process User B. Specialized Administrator C. Administrator D. Approver

B. Specialized Administrator ## Footnote Source: SNAF (Xanadu) > Section 1.2: User access and personas > Persona types in the Platform

Which best describes the following persona type? *May fulfill Information Technology Infrastructure Library (ITIL) activities associated with the ITIL workflow, including incident, change management, and much more!* A. Requester B. Approver C. Specialized Administrator D. Process User

D. Process User ## Footnote Source: SNAF (Xanadu) > Section 1.2: User access and personas > Persona types in the Platform

# Please choose four What are the four workflows you can choose from with ServiceNow? A. Platform Workflows B. Employee Workflows C. Mobile Workflows D. Customer Workflows E. IT Workflows F. Agent Workflows G. Creator Workflows

B. Employee Workflows D. Customer Workflows E. IT Workflows G. Creator Workflows ## Footnote Source: Welcome to ServiceNow Course > The ServiceNow Platform Overview

Which ServiceNow Platform interface improves employee productivity and is a platform for communication, engagement, and content experiences? A. Next Experience UI B. Employee Center C. Now Mobile App D. Agent Workspace

B. Employee Center ## Footnote Source: Welcome to ServiceNow Course > The ServiceNow Platform Overview

Where can you go to request a free ServiceNow instance? A. ServiceNow Product Documentation B. ServiceNow Developer Program C. Now Learning D. ServiceNow Community

B. ServiceNow Developer Program Through the ServiceNow Developer Program, you may request an instance to navigate the Platform as a System Administrator or Developer. ## Footnote Source: Welcome to ServiceNow Course > The ServiceNow Platform Overview

Where would you go to explore course options depending on the roles that you're interested in? A. ServiceNow Website (servicenow.com) B. ServiceNow Product Documentation (doc.servicenow.com) C. ServiceNow Community (community.servicenow.com) D. Now Learning (nowlearning.servicenow.com)

D. Now Learning (nowlearning.servicenow.com) ## Footnote Source: Welcome to ServiceNow Course > Course Overview

Which table contains roles? ``` A. sys_user_role B. sys_user_roles C. sys_role_user D. sys_role_users ```

`A. sys_user_role` ## Footnote Source: SNAF (Xanadu) > Section 1.2: User access and personas > Roles

To make maintenance easier when people transfer to different roles in your organization, how should you assign roles? A. Assign the role to the user B. Add the user to a business unit and assign the role to the business unit C. Add the user to a company and assign the role to the company D. Add the user to a group and assign the role to the group

D. Add the user to a group and assign the role to the group ## Footnote Source: SNAF (Xanadu) > Section 1.2: User access and personas > Roles

The Service Desk group has been assigned several roles. You would like to remove the roles assigned to one user in the Service Desk group. How would you go about doing this? A. Delete the role assigned to the user B. Remove the roles from the group C. Remove the user from the group D. Update the Access Control Lists (ACLs) to omit the user.

C. Remove the user from the group ## Footnote Source: SNAF (Xanadu) > Section 1.2: User access and personas > Roles

Which table contains users? ``` A. sys_users B. sys_user C. sys_group_users D. sys_group_user ```

`B. sys_user` ## Footnote Source: SNAF (Xanadu) > Section 1.2: User access and personas > Users and Groups

Which table contains groups? ``` A. sys_group_user B. sys_group_users C. sys_user_group D. sys_user_groups ```

`C. sys_user_group` ## Footnote Source: SNAF (Xanadu) > Section 1.2: User access and personas > Users and Groups

You need to add a user to your instance. How would you go about doing so? A. **All > User Administration > Users** and select **New** B. **All > User Administration > Create New** C. **All > User Administration > Users** and select **Create New** D. **All > User Administration > Create New User**

A. **All > User Administration > Users** and select **New** ## Footnote Source: SNAF (Xanadu) > Section 1.2: User access and personas > Users and Groups

You need to add a group to your instance. How would you go about doing so? A. **All > User Administration > Users > Create New Group** B. **All > User Administration > Users** and select **New** C. **All > User Administration > Groups** and select **New** D. **All > User Administration > Groups > Create New**

C. **All > User Administration > Groups** and select **New** ## Footnote Source: SNAF (Xanadu) > Section 1.2: User access and personas > Users and Groups

# Please choose two You need to add an existing user to a group. How can you complete this task? A. Within the user record, select **Edit** in the Groups related list, use the List Collector to add the name of the group, then select **Save.** B. Within the user record, select **New** in the Groups related list, populate the relevant information, then select **Submit.** C. Within the group record, select **Edit** in the Group Members related list, use the List Collector to add the user name, then select **Save.** D. Within the group record, select **New** in the Group Members related list, populate the relevant information, then select **Submit.**

A. Within the user record, select **Edit** in the Groups related list, use the List Collector to add the name of the group, then select **Save.** C. Within the group record, select **Edit** in the Group Members related list, use the List Collector to add the user name(s), then select **Save.** ## Footnote Source: SNAF (Xanadu) > Section 1.2: User access and personas > Users and Groups

# True or False A user can have more than one role based on the groups to which they have been assigned.

True ## Footnote Source: SNAF (Xanadu) > Section 1.2: User access and personas > Roles

Considering you have the correct roles assigned, how would you go about impersonating another user? A. Open the user menu, select **Impersonate user**, select a user, and select **Impersonate user** B. **All > Impersonate user**, select a user, and select **Impersonate user** C. Open the user's record and select **Impersonate user** D. Log into ServiceNow using the user's username and password.

A. Open the user menu, select **Impersonate user**, select a user, and select **Impersonate user** ## Footnote Source: SNAF (Xanadu) > Section 1.2: User access and personas > User impersonation

# Please choose three You are done impersonating a user named Bob, how could you go about ending your impersonation session for Bob? A. Open the user menu and select **Impersonate another user.** B. **All > End impersonation** C. Open the user menu, select **End impersonation.** D. Open the user menu and select **Log out.**

A. Open the user menu and select **Impersonate another user.** C. Open the user menu, select **End impersonation.** D. Open the user menu and select **Log out.** ## Footnote Source: SNAF (Xanadu) > Section 1.2: User access and personas > User impersonation

# True or False When you impersonate a user with an application-specific admin role (for example, an application admin for Human Resources or Security Incident Response), you can access features granted by the application admin role even if you do not already have those roles assigned.

False ## Footnote Source: SNAF (Xanadu) > Section 1.2: User access and personas > User impersonation

If enabled within the platform, where are impersonations logged? A. The System Log B. The Impersonation Log C. The Impersonated user's record D. The Impersonating user's record

A. The System Log