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SN CSA Study > New Fundamentals > Flashcards

New Fundamentals Flashcards

1
Q

What are the three persona focused SN mobile apps?
- ServiceNow Agent
- Connect Chat
- Now Mobile
- ServiceNow Onboarding
- Virtual Agent

A
  • ServiceNow Agent
  • Now Mobile
  • ServiceNow Onboarding
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2
Q

App targeted to the role of fulfiller. It supports the needs of those fulfilling requests for products and services across the enterprise.
- AI
- ServiceNow Agent
- Jarvis
- ServiceNow Fulfiller

A

ServiceNow Agent (also referred to as Mobile Agent)

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3
Q

App targeted to the needs of an employee. It includes functionality such as reporting broken items and finding available conference rooms.
- Connect Chat
- Now Mobile
- Now Help
- ServiceNow Mobile

A

Now Mobile

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4
Q

App targeted to the employee new hire. It helps facilitate tasks performed prior to the start of employment.
- ServiceNow Onboarding
- ServiceNow New Hire
- New Hire Help
- SN Onboard Tasks

A

ServiceNow Onboarding (also referred to as Mobile Onboarding)

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5
Q

What is best practice when assigning roles?
- Add roles to individual users
- Add users to a group and assign the role to the group
- Add users to a role then assign a group to the role

A

Add users to a group and assign the role to the group. This allows you to easily add and remove people from the group rather than needing to update every users individual role every time a change is made

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6
Q

User without any assigned role permissions can still log into SN and access common actions such as: (choose 4)
- viewing a homepage
- impersonating users
- accessing the service catalog
- viewing knowledge articles
- creating knowledge articles
- taking surveys

A
  • viewing a homepage
  • accessing the service catalog
  • viewing knowledge articles
  • taking surveys
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7
Q

A user without any assigned role permissions is referred to as a _____
- Admin
- Self-Service User
- Guest
- Guest User

A

Self - Service User

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8
Q

by default how many history entries are shown in the application navigator?
- 30
- 50
- 25
- 20

A

30

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9
Q

Where do you view assignment rules?
- system policy > assignment > rules
- system policy > assignment rules
- system policy > rules > assignment
- system policy > rules > assignment rules

A
  • system policy > rules > assignment
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10
Q

What sections on the Reports page allow you to see the different audiences and their visibility on the reports? (Select 4)
- Group
- My Reports
- Team
- All
- Manager
- Owner
- Department
- Global
- Organization

A
  • Group: Reports that have been shared with you and with the groups that you are a member of
  • My Reports: Reports that you created
  • All: All reports that you have access to (Global, Group, and My reports)
  • Global: Reports that are available to everyone
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11
Q

What are the different ways for ServiceNow tables to be related to each other? (Select 4)
- Extensions
- Many-to-Many
- Zero-to-Many
- Database Views
- One-to-Many
- One-to-One

A
  • Extensions
  • Many-to-Many
  • Database Views
  • One-to-Many
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12
Q

What IT challenges can be solved with the CMDB? (Select 3)
- Store well defined relationships
- Regularly maintain complex data for accuracy
- Make sense of data to drive decisions and services
- Capture known Configuration Items (CIs)
- Consolidate disparate Configuration Items (CI) data into a single Configuration Management Database

A
  • Regularly maintain complex data for accuracy
  • Make sense of data to drive decisions and services
  • Consolidate disparate Configuration Items (CI) data into a single Configuration Management Database
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13
Q

ServiceNow can import data from the following external data source types when a valid transform map is available (Select 4)
- JDBC
- JSON
- LDAP
- OIDC
- CSV
- REST

A
  • JDBC
  • LDAP
  • OIDC
  • REST
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14
Q

Given that the prebuilt conversations in Virtual Agent Lite are read-only, how do you make the conversations available to your end-users?
- Create new topics and topic blocks
- Test (preview) the topics
- Duplicate and publish the topics
- Create custom controls

A

Duplicate and publish the topics

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15
Q

What plugin does need to be activated to onboard a large volume of external users to a custom application in your instance?
- External User Self Registration (com.snc.external_user_self_registration)
- External User Self Registration (sn_ext_usr_reg)
- User Registration Request (com.snc.user_registration)
- Integrations-External Authentication Framework (com.glide.external.app)

A

External User Self Registration (com.snc.external_user_self_registration)

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16
Q

Which of the following can you do when creating a service catalogue variable? (Select 3)
- Make a variable read-only or hide it while defining the variable
- Make a question choice reusable among other questions in the same catalog item
- Make a question choice inactive
- Make a group of CheckBox variables mandatory in the Service Portal

A
  • Make a variable read-only or hide it while defining the variable
  • Make a question choice inactive
  • Make a group of CheckBox variables mandatory in the Service Portal
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17
Q

How do you delete related records from the archive log and archive (ar_) tables?
- Restore archived records and related records
- Re-archive restored records
- Delete archive record log entries
- Create archive destroy rules

A

Create archive destroy rules

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18
Q

What type of notification allows users to know when knowledge articles will expire?
- Virtual agent notifications
- Email notifications
- SMS
- Self-Service notifications

A

Email notifications

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19
Q

What can you customize in the virtual agent’s chat menu displayed to your end-users? (Select 3)
- Add links to web pages or FAQs
- Change the menu title and menu items, including the icons for phone, email, and live agent support
- Set the order of the menu items displayed
- Remove the menu title and chat header

A
  • Add links to web pages or FAQs
  • Change the menu title and menu items, including the icons for phone, email, and live agent support
  • Set the order of the menu items displayed
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20
Q

What does Lane Filter in Visual Task Board enable you to create for cards with empty values, such as cards with no assignees?
- A separate lane
- A new card
- A new filter
- A separate board

A

A separate lane

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21
Q

How do you embed report visualizations in the body of scheduled report emails?
- Include them as attachments
- Insert the report links
- Drag and drop images to the body section
- Select embedded PNG

A

Select embedded PNG

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22
Q

Which statements are true about the knowledge article authoring in Microsoft Word? (Select 3)
- You can author and access knowledge articles in Microsoft Word by deploying the Knowledge Management - Add-in for Microsoft Word
- It is only supported in the Word Online application and not in the Word Desktop app
- The text size of a knowledge article created in Word must be less than 1 MB
- Headers and footers corresponding to pages in the Word document do not appear in the knowledge article

A
  • You can author and access knowledge articles in Microsoft Word by deploying the Knowledge Management - Add-in for Microsoft Word
  • It is only supported in the Word Online application and not in the Word Desktop app
  • The text size of a knowledge article created in Word must be less than 1 MB
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23
Q

What links appear when you click ‘Go’ to preview the upgrade version from the Upgrade Center? (Select 3)
- Problem fixes
- Personalized release notes
- Customer Success Center
- Known error articles

A
  • Problem fixes (Fixes that have been made since the last upgrade version)
  • Personalized release notes (Release notes summary for the previewed version)
  • Known error articles (Errors that have been identified but not yet resolved)
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24
Q

What editor is used by knowledge authors to apply predefined formats, code snippets, table of contents, and find or replace text for a knowledge article?
- CSS
- JavaScript
- Plain
- HTML

A

HTML

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25
Q

What do multiple connections support with IntegrationHub enable you to do? (Select 3)
- Have more than one connection to the same integration provider
- Select the random connection suggested to use in a flow
- Override preset connections for flows, subflows, and actions directly through Flow Designer
- When a flow is promoted to production, re-establish a connection to each account without modifying the flow

A
  • Have more than one connection to the same integration provider
  • Override preset connections for flows, subflows, and actions directly through Flow Designer
  • When a flow is promoted to production, re-establish a connection to each account without modifying the flow
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26
Q

What does a lane represent in your overall business process in Process Automation Designer?
- A stage
- A step
- An activity
- A state

A

A stage

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27
Q

Which of the following is a key difference between Reporting and Performance Analytics?
- PA data can be published to dashboards, R cannot
- PA can show snapshots of data taken over time, R can only show the current snapshot of data
- R can generate accurate historical trends, PA is limited in time
- PA can show trends, R cannot
- R can be run on a scheduled basis, PA cannot

A

PA can show snapshots of data taken over time, R can only show the current snapshot of data
(R answers the question of ‘Where are we today’ while PA answers the question of what is happening over time.)

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28
Q

How can system administrators speed up loading large lists?
- By breaking the large lists into smaller lists
- By removing the duplicate and redundant data
- By removing the calculation of the total number of records
- By archiving or deleting old data

A

By removing the calculation of the total number of records

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29
Q

How is the content of the email notification for expiring knowledge articles determined?
- Number of articles expiring in the coming month
- Valid to date of the expired knowledge articles
- Authors of the expiring knowledge articles
- Notification preference of the email recipients

A

Number of articles expiring in the coming month

30
Q

What needs to be set for a CI class in the CI Class Manager to display in the Configuration item field look-up in the change form?
- Principal Class
- Table Name
- Display Name
- Extensible

A

Principal Class

31
Q

Which of the following visualization types allows you to add multiple data sources of the same type in the UI Builder? (Select 2)
- Single Score
- Time Series
- Pie and Donuts
- Bar

A
  • Time Series
  • Bar
32
Q

What does the first-page results column in the Search Event [sys_search_event] table contain? (Select 2)
- sys_ids
- Table Relationships
- Table Names
- Record Types

A
  • sys_ids
  • Table Names
33
Q

Which of the following indicates the type of relationship for the bi-directionally related tables, and the related records are visible from both tables in a related list?
- Database View
- MetricBase
- Parent/Child
- Referenced
- Extended
- Many to Many
- One to Many

A

Many to Many

34
Q

Which of the following features allows you to update multiple records simultaneously? (Select 2)
- List Editor
- Update Selected Action
- Field Update Action
- Form Designer
- List Control
- Bulk Record Update

A
  • List Editor
  • Update Selected Action
35
Q

How can you access the details of the applications that are part of the product available on the ServiceNow Store in the ServiceNow Products module?
- Subscribe
- Favorite
- Opt-in
- Download

A

Opt-in

36
Q

Where can you customize the virtual agent’s chat menu displayed to your end-users?
- virtual agent > general settings
- virtual agent > designer
- collaboration > chat setup
- collaboration > branding and chat menu

A

collaboration > branding and chat menu

37
Q

Which of the following is used to send an SMS message to specified users or groups in Flow Designer?
- a flow
- an action
- a trigger
- a subflow

A

an action

38
Q

What type of traffic can you apply an IP access control to your instance? (Select 3)
- inbound
- outbound
- bidirectional
- servicenow internal

A
  • inbound
  • outbound
  • bidirectional
39
Q

Which of the following are limitations of Virtual Agent Lite? (select 3)
- Access to Virtual Agent tables is read-only
- Virtual Agent Lite topics can be run in any custom chat channels
- You can’t create new topics, topic blocks, and custom controls
- Only keyword-based conversations run in Virtual Agent Lite.

A
  • Access to Virtual Agent tables is read-only
  • You can’t create new topics, topic blocks, and custom controls
  • Only keyword-based conversations run in Virtual Agent Lite.
40
Q

Which of the following can you specify with Virtual Agent Lite?
- conditions that control how or when the topics are used
- conversation topics in the ITSM self-service category and the platform setup topics
- live agent (chat) variables that provide context for conversations
- natural language understanding (NLU) models adn NLU-enabled topics

A

conversation topics in the ITSM self-service category and the platform setup topics

41
Q

Where can users author cross-enterprise workflows and create a single, unified process on the Now Platform?
- Flow Designer
- Virtual Task boards
- Process Automation Designer
- Process Playbook Designer

A

Process Automation Designer

42
Q

When testing your topic, what variable types are available for a virtual agent conversation under the Variables tab? (Select 3)
- Input variables
- Script variables
- Live Agent variables
- Output variables

A
  • Input variables
  • Script variables
  • Live Agent variables
43
Q

What service catalogue variables should be avoided in the Flow Designer for optimal performance?
- Masked variables
- Multi-row variable sets
- Flow Service Catalog variables
- Single-row variable sets

A

Masked variables

44
Q

What is a user prompted to provide when an interactive activity runs within Process Automation Designer?
- Add work notes information
- Create a record in a form view
- Input in a workspace playbook experience
- It runs entirely behind the scenes and requires no user input

A

Input in a workspace playbook experience

45
Q

When can you create a user-initiated flow in Flow Designer that runs with its own roles and not the user’s roles?
- When activating your flow with all its actions
- When you are running your flow as the System User
- When testing your flow before publishing it
- When you are on the Flow Properties form to create or update a user-initiated flow or subflow

A

When you are on the Flow Properties form to create or update a user-initiated flow or subflow

46
Q

Which of the following is true about the CMDB Data Manager? (Select 3)
- It can create policies that govern CI life cycle stages such as retirement and deletion
- It is a policy-driven framework for managing CI life cycle operations
- It is a framework that supports multiple configuration strategies
- It is a wizard like tool that provides a comprehensive solution for managing CIs

A
  • It can create policies that govern CI life cycle stages such as retirement and deletion
  • It is a policy-driven framework for managing CI life cycle operations
  • It is a wizard like tool that provides a comprehensive solution for managing CIs
47
Q

On what condition is the delegated request experience not supported?
- If the request was made using the ‘Request For’ variable type
- If the catalogue items for self-service is restricted
- If a request was made on behalf of multiple users
- If two-step checkout is enabled

A

If two-step checkout is enabled

48
Q

What data type in a survey metric has the field validation option to validate email, IP address, phone number or URL?
- Referance
- String
- Number
- Template

A

String

49
Q

Which of the following are the modules for the Upgrade Center application? (Select 3)
- Upgrade Monitor module
- Upgrade Preview module
- Upgrade Summary module
- Upgrade History module

A
  • Upgrade Monitor module
  • Upgrade Preview module
  • Upgrade History module
50
Q

Which template can be created and saved for use as outputs in Flow Designer steps or actions?
- complex objects
- flow rules
- legacy action numbering
- value map functions

A

complex objects

51
Q

What HTTP request methods can be used in place of GET methods to return a response without a response body?
- PATCH
- PUT
- POST
- HEAD

A

HEAD

52
Q

What application allows you to create or edit a catalogue item using a visual and guided experience along with specified restrictions?
- Maintain items
- Flow Designer
- Process Automation Designer
- Catalog Builder

A

Catalog Builder

53
Q

How can users prevent their system from communicating with untrusted email addresses and domains?
- system restrictions
- suspicious activity finder
- platform security
- system address filters

A

system address filters

54
Q

What framework helps you consistently use standard values across applications and effectively track assets through their life-cycle transitions?
- CSDM
- ITSM
- CMDB
- ITIL

A

CSDM

55
Q

What actions can you do with Flow Designer? (Select 3)
- look up and delete multiple existing records as a single action
- define when the flow is performed
- duplicate an action or subflow within a flow
- test a flow, subflow, or action in the background

A
  • look up and delete multiple existing records as a single action
  • duplicate an action or subflow within a flow
  • test a flow, subflow, or action in the background
56
Q

What can you do with the Process Automation Designer? (Select 3)
- replace existing flow designer flows, subflows, or actions to automate process activities
- connect multiple flows and actions into an end-to-end business workflow
- guide end-users to complete a process in a task-oriented interface, such as a playbook
- organize process activities in a digitized task board interface

A
  • connect multiple flows and actions into an end-to-end business workflow
  • guide end-users to complete a process in a task-oriented interface, such as a playbook
  • organize process activities in a digitized task board interface
57
Q

What is the single location for all the import sets and concurrent import sets for a scheduled data import chain?
- Transform History
- Data Sources
- Execution Contexts
- Import Log

A

Execution Contexts

58
Q

Which tool allows users to reuse content by creating, editing and publishing knowledge blocks?
- Performance Analytics
- Agent Workspace
- Knowledge Resolver
- Content Creator

A

Agent Workspace

59
Q

How is the business duration calculated on a catalogue task once it is closed?
- Based on the planned start and planned end fields
- Based on the created and closed values
- Based on the planned duration field
- Based on the actual start and actual end fields

A

Based on the actual start and actual end fields

60
Q

What Flow Designer benefit corresponds to extending flow content by subscribing to IntegrationHub or installing spokes?
- Centralized
- Robust
- Scalable
- Repeatable

A

Scalable

61
Q

Which group types are provided in the base system? (Select 3)
- Survey
- ITIL
- Catalog
- Notification
- Approval

A
  • Survey
  • ITIL
  • Catalog
62
Q

What is Configuration Management System (CMS)?
- Components of an infrastructure required to deliver a product or service
- A set of tools and databased that are used to manage an organizations’s configuration data
- A database used to store configuration records throughout their lifecycle
- Relationships between Configuration Items

A

A set of tools and databased that are used to manage an organizations’s configuration data

63
Q

Which role can switch their form view?
- task_editor
- view_changer
- personalize_form
- service_viewer

A

view_changer

64
Q

How do you retain all updates’ history to attribute values of the Configuration Items from all discovery sources?
- Populate a CMDB group
- Use CMDB CI Class Models store app
- Enable Multisource CMDB
- Install CMDB Mainframe plugin

A

Enable Multisource CMDB

65
Q

How can you quickly reference the most frequently used articles in Service Portal?
- By creating a shortcut link for them
- By flagging them
- By rating them or marking them as helpful
- By marking them as favorites

A

By marking them as favorites

66
Q

Which of the following tabs are available by default for a submitted request on the Standard ticket page in Service Portal? (Select 2)
- Activity
- Attachments
- Variable Summarizer
- Variable Editor

A
  • Activity
  • Attachments
67
Q

Which tickets are displayed under the Associated Requests tab on the standard ticket page in Service Portal?
- All universal tasks
- All associated requests
- All universal requests associated to the current ticket
- All associated requests for which the current ticket is the parent

A

ll associated requests for which the current ticket is the parent

68
Q

What is a stakeholder’s role in implementing and maintaining the CMDB?
- Create a go-forward strategy for configuration management responsibilities
- Import CI data, such as name, source and relationships
- Determine specific CI information required to support capabilities and build organizational buy-in
- Identify necessary reports showing CI health for related departments

A

Determine specific CI information required to support capabilities and build organizational buy-in

69
Q

Which of the following are the steps to Easy Import? (Select 5)
- Upload Import Data
- Preview Excel Template
- Download Import Data
- Finalize Import
- Download Excel Template
- Complete Excel Template
- Preview Import Data

A
  • Download Excel Template
  • Complete Excel Template
  • Upload Import Data
  • Preview Import Data
  • Finalise Import
70
Q

Which field type allows users to use positive or negative values?
- Value
- Decimal
- Percent Complete
- FX Currency

A

FX Currency

71
Q

What authentication method is used as a Single Sign-On (SSO) identity provider (IdP) to allow users to log in to ServiceNow using their social identity provider, like Google and Okta?
- Digest Authentication
- OpenID Connect
- SAML 2.0
- LDAP

A

OpenID Connect

72
Q

What scores are found on the CMDB health dashboard? (Select 3)
- Correctness
- Connectedness
- Compliance
- Completeness

A
  • Correctness
  • Compliance
  • Completeness

SN CSA Study (2 decks)

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