Module 2: The Power of The ServiceNow Platform

Question 1

What is a baseline implementation?

Answer 1

A set of installed applications before any configuration or customisation has been done

Question 2

What is an instance?

Answer 2

A copy of a ServiceNow environment that is specific to a customer

Question 3

3 types of environments?

Answer 3

Production
Non-production
Development

Question 4

Configuration

Answer 4

Primarily consists of things that can be done without code

Question 5

Customisation

Answer 5

When a customer requires additional functionality that does not exist in the platform

Question 6

What are Plugins?

Answer 6

Provide additional optional functionality within a ServiceNow instance

Question 7

What are the different persona types in the Platform?

Answer 7

System Administrator
Specialised Administrator
Process User
Approver
Requester

Question 8

How to add a user to your instance?

Answer 8

All > User Administration > Users > New

Question 9

How to add a group to your instance?

Answer 9

All > User Administration > groups > New

Question 10

Table name for a User?

Answer 10

[sys_user]

Question 11

Table name for a Group?

Answer 11

[sys_user_group]

Question 12

Table name for Roles?

Answer 12

[sys_user_role]

Question 13

What is a role?

Answer 13

A collection of permissions in the ServiceNow platform

Question 14

How can someone look into an issue that a user is reporting?

Answer 14

User menu > Impersonate user

Question 15

If you have just worked on a record, where can I go to easily find it?

Answer 15

History tab

Question 16

True or False.
Administrators cannot change the password of any user with an application admin role

Answer 16

True

Question 17

True or False.
Users with the impersonator role cannot impersonate admin users.

Answer 17

True

Question 18

What can be used to categorise, flag, and locate records?

Answer 18

Tags

Question 19

What are 3 different types of context menus in a list view?

Answer 19

1. List
2. Column
3. Record

Question 20

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

Answer 20

View

Question 21

Which module displays a list of tasks assigned to a user’s group, but not yet assigned to an individual?

Answer 21

My Groups Work

Question 22

Which tab contains the activity stream for a task?

Answer 22

Notes

Question 23

What is the difference between Work Notes and Additional Comments

Answer 23

• Work notes - only visible to those who can view the task
• Additional comments - visible to the customer (requester)

Question 24

Which tool enables users to see who is online when you are working in an instance, and view real-time edits saved by other users?

Answer 24

User Presence

Question 25

What information does the Activity Stream Formatter detail?

Answer 25

• Who made the update
• What was the update
• When was the update made

Question 26

What provides additional functionality within an instance?

Answer 26

Plugins