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ServiceNow CSA Exam Study (July 2022) > Practice Test 002: CSA > Flashcards

Practice Test 002: CSA Flashcards

1
Q

What are the types (3) of SLA’s in ServiceNow(SN)?

A

SLA agreement, Underpinning Contact, & Operational Level Agreement

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2
Q

What are the different Visual Task Board (VTB) Structures used in SN?

A

Guided, Freeform, & Flexible

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3
Q

What does the SN Homepage provide?

A

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

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4
Q

What is a characteristic of importing data into SN?

A

An existing Transform Map can be used multiple times on the same import set

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5
Q

What is a Schema Map?

A

A visual display of details of tables and their relationship, allowing admins to view and access different parts of the database

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6
Q

What are the 3 types of numbers from orders?

A

REQ (Request Number), RITM (Request Item Number), & SCTASK (SC Task Number)

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7
Q

SN uses what term to describe all data saved within a particular form?

A

Record

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8
Q

What is the relationship between incident table and task table?

A

The incident table extends the task table

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9
Q

What list does the house icon access?

A

The list of homepages

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10
Q

What do you used to removed a field from a list by moving a field from the selected column to the available column?

A

A slush bucket

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11
Q

Where would you go in SN to order services and products offered by various departments?

A

Service Catalog

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12
Q

Access control rules provide access security to what database objects?

A

For a specific CMDB CI

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13
Q

What are the 4 aspects of SLA?

A

SLA Automation, Task SLA, SLA Definition, & SLA Workflow

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14
Q

What conditions are evaluated against the Users to determine CRUD?

A

User Criteria

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15
Q

What is an example of one-to-many relationships?

A

The Task table [task] ‘assigned to’ field references the user table [sys_user]

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16
Q

What tool is used to create dependencies between CI in the CMDB?

A

CI Class Manager

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17
Q

What is the function of User Impersonation?

A

Testing and Visibility

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18
Q

Where can admins check the release running on a SN instance?

A

Stats Module

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19
Q

A piece of JavaScript (JS) that runs in the server side.

A

Business Rule

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20
Q

How do you mark a Knowledge Article (KA) for review?

A

Flag Article

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21
Q

What is the platform name for the user table?

A

sys_user

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22
Q

How can you influence performance on homepage dynamically generated?

A

Set refresh to off or for longer time increments

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23
Q

What table is a role recorded in?

A

sys_user_role

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24
Q

A User is stored in what table?

A

sys_user

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25
Q

How do you make a list filter available to everyone?

A

Assign a name, set visibility and save

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26
Q

What is the organizing structure used in the Knowledge Base (KB) to organize articles?

A

By Category

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27
Q

How would the SN system assign the table name to a newly created global custom table named “abc”?

A

u_abc

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28
Q

How would you import data from a spreadsheet into SN?

A

Select Import Set, Select Transform Map, Run Transform

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29
Q

What are conditions that will trigger an SLA?

A

Start Condition, Pause Condition, & Stop Condition

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30
Q

What is the language used for scripting in SN?

A

JS

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31
Q

What actions can a User select from a User menu?

A

Elevate Roles, Impersonate Users, & Log Out SN

32
Q

What is the difference between UI Policy and UI Action?

A

UI Policy can make fields read-only, mandatory, or hidden, while UI Actions can make a save button visible for appropriate users

33
Q

How would you add a Tag for “Special Handling” to an incident record?

A

Click on the icon (3 horizontal dashes),
Click Add tag,
Type “Special Handling”, &
Press Enter

34
Q

What 3 things are contained in the banner frame?

A

Homepage, Impersonate Key, & Welcome message

35
Q

What does Custom Charting Plug-in allow you to do?

A

To create charts when you have a requirement that cannot be satisfied with the Report application

36
Q

What are the 2 possible file formats for importing data in SN?

A

JSON, Excel or CSV

37
Q

When adding a variable to a catalog item, what does an order field determine?

A

The display order of variables, which are listed by ascending order values

38
Q

What is used to initiate a flow?

A

A Trigger

39
Q

How is assignment rule followed in terms of Role, User, & Group?

A

Create a Group, Assign Role to Group, & Assign User to Group

40
Q

What module can be used to view field settings for a table?

A

Tables and Columns

41
Q

What displays a set of records from a table?

A

A List

42
Q

Which group of permissions is used to control Application and Module Access?

A

Roles

43
Q

What does: create incident, password reset, & report outage, all have in common?

A

They direct the user to a record producer

44
Q

Table Access Control rules are processed in what order?

A

Table Name, Parent table name, & Any table name (wildcard)

45
Q

What is used to have multiple rounds of approvals?

A

Workflows

46
Q

What are 5 things SN is built on?

A

Web 2.0, ITIL v3, IT 3.0, SaaS, & PaaS

47
Q

What is generated from a SC once a user places an order for an item or service?

A

A Request

48
Q

Which type of tables may be extended by other tables, but do not extend another table?

A

Base Tables

49
Q

What are the different types of system imports?

A

Load Data, Create Transform Map, & Run Transform

50
Q

Business Rules are used to enforce mandatory data on a form.

A

False

51
Q

What are you allowed to make customizations to?

A

Forms, Fields, Tables, & Everything

52
Q

What is the greatest benefit for utilizing SLA’s

A

Ensure representatives are provides a specific level of service, and run reports on the success rates of the SLA actions

53
Q

Which user in the system that receives other users messages like approval requests, media invitations and other business messages?

A

Delegate

54
Q

How would you change the incident number prefix to “IN” instead of the default “INC” as admin?

A

Go to System Definitions > Number Maintenance

55
Q

Client Scripts can be executed in 4 ways. What are they?

A

onLoad, onChange, onCellEdit, & onSubmit

56
Q

When should you not use Client Scripts?

A

When you can use UI Policies and Access Control rules instead

57
Q

What module tracks all upgrades made to the system?

A

System Diagnostics > Upgrade History

58
Q

Where can you view information about system activity?

A

System Logs

59
Q

What does a user utilize to open an Incident by email?

A

Inbound Email Action

60
Q

What 3 things can trigger a notification?

A

Scripts, Business Rules, and Workflow

61
Q

What module can you use to create a table?

A

Tables and Columns

62
Q

How is the default search order configured for Knowledge Articles?

A

per Relevancy

63
Q

How are users related to roles or groups?

A

Many-to-Many

64
Q

What application doesn’t run natively in smartphones?

A

Workflows

65
Q

What can you use to send an email notification and modify existing records?

A

Inbound Email Action

66
Q

What is a contract between an IT service Provider and a 3rd-Party?

A

Underpinning Contract (UC)

67
Q

Where do you go to check application server and network responses?

A

System Logs

68
Q

What helps finding records from tables?

A

Global Search (text)

69
Q

What are variables in regards to Service Catalog?

A

They define the questions to ask the end user while ordering Catalog Items

70
Q

What are the main activities of the Knowledge Manager?

A

Document review cycle (including submission, feedback from SME, and Publishing)

71
Q

What modules are available to ITIL users by default?

A

Incident, Problem, Change, Service Catalog, Self-Service

72
Q

In the smart filter condition builder, what are the 3 elements of a filter?

A

Filed, Operator, Value

73
Q

What is the purpose of an Update Set?

A

To move a group of customizations from Development to Production

74
Q

What automatically gets captured in an Update Set?

A

Tables, Forms, Views

75
Q

When testing a flow in Flow Designer, what is bypassed?

A

Flow Trigger conditions

76
Q

What are three core actions in Flow Designer?

A

Ask for Approval, Send Email, Delete Record

77
Q

What are the KPI signals are used in Performance Analytics to Make decisions that statistically support long-term workflow stability?

A

Anti-signals

ServiceNow CSA Exam Study (July 2022) (4 decks)

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