Practice Test 002: CSA Flashcards
What are the types (3) of SLA’s in ServiceNow(SN)?
SLA agreement, Underpinning Contact, & Operational Level Agreement
What are the different Visual Task Board (VTB) Structures used in SN?
Guided, Freeform, & Flexible
What does the SN Homepage provide?
When a user logs to SN, they’ll be taken immediately to their homepage. If the user has a personalized homepage that’s what they’ll see. A user sees the homepage with the lowest Order Value
What is a characteristic of importing data into SN?
An existing Transform Map can be used multiple times on the same import set
What is a Schema Map?
A visual display of details of tables and their relationship, allowing admins to view and access different parts of the database
What are the 3 types of numbers from orders?
REQ (Request Number), RITM (Request Item Number), & SCTASK (SC Task Number)
SN uses what term to describe all data saved within a particular form?
Record
What is the relationship between incident table and task table?
The incident table extends the task table
What list does the house icon access?
The list of homepages
What do you used to removed a field from a list by moving a field from the selected column to the available column?
A slush bucket
Where would you go in SN to order services and products offered by various departments?
Service Catalog
Access control rules provide access security to what database objects?
For a specific CMDB CI
What are the 4 aspects of SLA?
SLA Automation, Task SLA, SLA Definition, & SLA Workflow
What conditions are evaluated against the Users to determine CRUD?
User Criteria
What is an example of one-to-many relationships?
The Task table [task] ‘assigned to’ field references the user table [sys_user]
What tool is used to create dependencies between CI in the CMDB?
CI Class Manager
What is the function of User Impersonation?
Testing and Visibility
Where can admins check the release running on a SN instance?
Stats Module
A piece of JavaScript (JS) that runs in the server side.
Business Rule
How do you mark a Knowledge Article (KA) for review?
Flag Article
What is the platform name for the user table?
sys_user
How can you influence performance on homepage dynamically generated?
Set refresh to off or for longer time increments
What table is a role recorded in?
sys_user_role
A User is stored in what table?
sys_user
How do you make a list filter available to everyone?
Assign a name, set visibility and save
What is the organizing structure used in the Knowledge Base (KB) to organize articles?
By Category
How would the SN system assign the table name to a newly created global custom table named “abc”?
u_abc
How would you import data from a spreadsheet into SN?
Select Import Set, Select Transform Map, Run Transform
What are conditions that will trigger an SLA?
Start Condition, Pause Condition, & Stop Condition
What is the language used for scripting in SN?
JS
What actions can a User select from a User menu?
Elevate Roles, Impersonate Users, & Log Out SN
What is the difference between UI Policy and UI Action?
UI Policy can make fields read-only, mandatory, or hidden, while UI Actions can make a save button visible for appropriate users
How would you add a Tag for “Special Handling” to an incident record?
Click on the icon (3 horizontal dashes),
Click Add tag,
Type “Special Handling”, &
Press Enter
What 3 things are contained in the banner frame?
Homepage, Impersonate Key, & Welcome message
What does Custom Charting Plug-in allow you to do?
To create charts when you have a requirement that cannot be satisfied with the Report application
What are the 2 possible file formats for importing data in SN?
JSON, Excel or CSV
When adding a variable to a catalog item, what does an order field determine?
The display order of variables, which are listed by ascending order values
What is used to initiate a flow?
A Trigger
How is assignment rule followed in terms of Role, User, & Group?
Create a Group, Assign Role to Group, & Assign User to Group
What module can be used to view field settings for a table?
Tables and Columns
What displays a set of records from a table?
A List
Which group of permissions is used to control Application and Module Access?
Roles
What does: create incident, password reset, & report outage, all have in common?
They direct the user to a record producer
Table Access Control rules are processed in what order?
Table Name, Parent table name, & Any table name (wildcard)
What is used to have multiple rounds of approvals?
Workflows
What are 5 things SN is built on?
Web 2.0, ITIL v3, IT 3.0, SaaS, & PaaS
What is generated from a SC once a user places an order for an item or service?
A Request
Which type of tables may be extended by other tables, but do not extend another table?
Base Tables
What are the different types of system imports?
Load Data, Create Transform Map, & Run Transform
Business Rules are used to enforce mandatory data on a form.
False
What are you allowed to make customizations to?
Forms, Fields, Tables, & Everything
What is the greatest benefit for utilizing SLA’s
Ensure representatives are provides a specific level of service, and run reports on the success rates of the SLA actions
Which user in the system that receives other users messages like approval requests, media invitations and other business messages?
Delegate
How would you change the incident number prefix to “IN” instead of the default “INC” as admin?
Go to System Definitions > Number Maintenance
Client Scripts can be executed in 4 ways. What are they?
onLoad, onChange, onCellEdit, & onSubmit
When should you not use Client Scripts?
When you can use UI Policies and Access Control rules instead
What module tracks all upgrades made to the system?
System Diagnostics > Upgrade History
Where can you view information about system activity?
System Logs
What does a user utilize to open an Incident by email?
Inbound Email Action
What 3 things can trigger a notification?
Scripts, Business Rules, and Workflow
What module can you use to create a table?
Tables and Columns
How is the default search order configured for Knowledge Articles?
per Relevancy
How are users related to roles or groups?
Many-to-Many
What application doesn’t run natively in smartphones?
Workflows
What can you use to send an email notification and modify existing records?
Inbound Email Action
What is a contract between an IT service Provider and a 3rd-Party?
Underpinning Contract (UC)
Where do you go to check application server and network responses?
System Logs
What helps finding records from tables?
Global Search (text)
What are variables in regards to Service Catalog?
They define the questions to ask the end user while ordering Catalog Items
What are the main activities of the Knowledge Manager?
Document review cycle (including submission, feedback from SME, and Publishing)
What modules are available to ITIL users by default?
Incident, Problem, Change, Service Catalog, Self-Service
In the smart filter condition builder, what are the 3 elements of a filter?
Filed, Operator, Value
What is the purpose of an Update Set?
To move a group of customizations from Development to Production
What automatically gets captured in an Update Set?
Tables, Forms, Views
When testing a flow in Flow Designer, what is bypassed?
Flow Trigger conditions
What are three core actions in Flow Designer?
Ask for Approval, Send Email, Delete Record
What are the KPI signals are used in Performance Analytics to Make decisions that statistically support long-term workflow stability?
Anti-signals
