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San Diego - Prova CSA Flashcards

1
Q

As it relatives to ServiceNow reporting, which of the following statements describes what a metric can do?

a. A metric is used to measure and evaluate the effectiveness of IT service management processes.
b. A metric is a comparative measurement used to report the effectiveness of flows and SLAs.
c. A metric is a time measurement used to report the effectiveness of workflows and SLAs.
c. A metric is a report gauge used on homepages to display real-time data.

A

R. A

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2
Q

What is the name of the conversational bot platform that provides assistance to help users obtain information, make decisions, and perform common tasks?

a. Virtual Agent
b. Live Feed
c. Connect Chat
d. Answer Agent

A

R. A

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3
Q

What is the frequently to move customizations from one instance to another?

a. Code Packs
b. Local Sets
c. Update Sets
d. Configuration Logs
e. Remote Sets
f. Update Packs
g. Code Sets

A

R. C

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4
Q

What do you active when you want to add applications or functionality within your development instance?

a. Updade Pack
b. App Key
c. App Package
d. App Updade Set
e. Patch
f. Plugins
g. App Installer

A

R. F

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5
Q

On the Knowledge base record, which tab would you use to define which users are not able to write articles to the knowledge base?

a. Cannot Write
b. Read Only
c. Cannot Author
d. Can Contribute
e. Cannot Contribute

A

R. E

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6
Q

What is the path an Administrator could take to view the fulfillment stage task list for an order placed by a user?

a. REQ (Number)>RITM (Number)>TASK (Number)
b. RITM (Number)>REQ (Number)>PROCUREMENT (Number)
c. REQ (Number)>RITM (Number)>PROCUREMENT (Number)
d. FULFILLMENT (Number)>RITM (Number)›TASK (Number)

A

R. A

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7
Q

Table Access Control rules are processed in the following order:

a. table name, parent table name, any table name (wildcard)
b. any table name (wildcard), parent table name, table name
c. parent table name, table name, any table name (wildcard)
d. any table name (wildcard), table name, parent table name

A

R. A

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8
Q

Which technique is used to get information from a series of referenced fileds from different tables?

a. Record-Hopping
b. Sys_ID Pulling
c. Table-Walking
d. Dot-Walking

A

R. D

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9
Q

Which of the following steps can be used to import new data into ServiceNow from a spreadsheet?

a. Select Import Set, Transform Map, Run Transform
b. Load Data, Create Transform Map, Run Transform
c. Select Data Source, Schedule Transform
d. Define Data Source, Select Transform Map, Run Transform

A

R. B

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10
Q

Which one of the following statement is true about Column Context Menus?

a. It displays actions such as creating quick reports, configuring the list, and exporting data
b. It displays actions related to viewing and filtering the entire list
c. It displays actions such as view form, view related task, and add relationship
d. It displays actions related to filtering options, assigning tags, and search

A

R. A

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11
Q

Which one of the following statement applies to a set of fields when they are coalesced during an import?

a. If a match if found using the coalesce fields, the system creates a new record
b. If a match is not found using coalesce fileds, the system does not create a Transform Map
c. If a match is found using the coalesce fields, the existing record is updated with the information being imported
d. If a match is not found using the coalesce fields, the existing record is updated with the information being imported

A

R. C

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12
Q

Which of the following statement is true when a new table is created by extending another table?

a. The new table inherits all of the Business Rules, Client Scripts, and UI Policies of the parent table, but none of the existing fields
b. The new table inherits all of the fields, but does not inherit Access Control rules, Client Scripts, and UI Policies of the parent table
c. The new table inherits all of the fields of the parent table and can also contain new field unique to itself
d. The new table archives the parent table and assumed its roles in the database

A

R. C

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13
Q

When testing a catalog item, having a manager approval flows, which of these best practices would you follow? (Choose three.)

a. A impersonate the requester to ensure the form works
b. Use the instance incognito setting to quickly toggle between requester and approver.
c. Create and select your Testing Update Set, before starting the test cases
d. Use your Admin account, so you can approve the items quickly
e. Make sure the laters flows are activated
f. Make sure the requester’s user record has a manager specified

A

R. C, E e F

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14
Q

Which collaboration tool opens a sidebar and allows you to create new conversations with other ServiceNow users?

a. Agent Chat
b. Collaborate Now
c. Connect Chat
d. Agent Messenger
e. Skype Now

A

R. C

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15
Q

A department manager asks an analyst to build some reports. Where do you recommend the analyst start?

a. Self-Service > Reports
b. Performance Analytics > Reports
c. Reports > Create New
d. Reports > Getting Started
e. Report Dashboard > Create New

A

R. C

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16
Q

Which one of the following statements describes the purpose of a Service Catalog flow?

a. A Service Catalog flow generates three basic components: item variable types, tasks, and notifications
b. Although a Service Catalog flow cannot send notifications, the flow drives complex fulfillment processes
c. A Service Catalog flow generates three basic components: item variable types, tasks, and approvals
d. A Service Catalog flow is used to drive complex fulfillment processes and sends notifications to defined users or groups

A

R. D

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17
Q

Which core table in the ServiceNow platform provides a series of standard fields used on each of the tables that extend it, such as the Incident [incident] and Problem [problem] tables?

a. Assignment [assignment]
b. Task [task]
c. Service [service]
d. Workflow [workflow]

A

R. B

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18
Q

What is a quick way to create a report from a list view?

a. Apply filter, right click on column header, select Create Report
b. Apply filter, right click on column header, select Bar Chart
c. Click Context Menu, select Create Report
d. . Click Funnel, define filter conditions, click Create Report
e. Click on filter breadcrumb, drag and drop on the Report > Create New module

A

R. B

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19
Q

What module in the Service Catalog application does an Administrator access to begin creating a new item?

a. Maintain Categories
b. Content Items
c. items
d. Maintain Items

A

R. D

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20
Q

What is (are) best practice(s) regarding users/groups/roles? (Choose two)

a. You should never assign roles to groups
b. You should add users to groups
c. You should assign roles to users
d. You should assign roles to groups.

A

R. B e D

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21
Q

Which ServiceNow capability provides assistance to help users obtain information, make decisions, and perform common work tasks via messaging interface?

a. Agent Workspace
b. Now Support
c. Knowledge Chat
d. Virtual Agent
e. Chat Bot

A

R. D

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22
Q

Which term refers to application menus and modules which you may want to access quickly and often?

a. Tag
b. Bookmark
c. Favorite
d. Breadcrumb

A

R. C

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23
Q

Which of the following is used to categorize, flag, and locate records?

a. Tag
b. Favorites
c. Bookmark
d. Search

A

R. A

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24
Q

Which module would you use to create a new automation of business logic such as approvals, tasks, and notifications?

a. Process Automation > Flow Administration
b. Process Automation > Flow Designer
c. Process Automation > Active Flows
d. Process Automation > Process Flow
e. Process Automation > Workflow Editor

A

R. B

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25
Q

When using the Load Data and Transform Map process, what is the Mapping Assist used for?

a. Mapping fields using an SLA
b. Mapping fields using Transform History
c. Mapping fields using a Field Map
d. Mapping fields using the Import Log

A

R. C

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26
Q

Knowledge Base Search results can be sorted by which of the following? (Choose three)

a. Relevancy
b. Number of views
c. Most recent update
d. Popularity
e. Manager assignment

A

R. A, B e C

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27
Q

On the Reports page, what sections allow you to see which reports are visible to different audiences? (Choose four)

a. All
b. My reports
c. Admin
d. Company
e. Analytics
f. Department
g. Dashboards
h. Global
i. Team
j. Group

A

R. A, B, H e J

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28
Q

In what order should filter elements be specified?

a. Operator, Condition, then Value
b. Value, Operator, then Field
c. Field, Operator, then Condition
d. Field, Operator, then Value

A

R. D

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29
Q

What are three security modules often used by the System Administrator? (Choose three)

a. System Security > Security
b. System Security > High Security Settings
c. System Security > Access Control (ACL)
d. System Properties > Security
e. Password Management > Security Questions
f. Self-Service > My Access
g. Utilities > Migrate Security

A

R. B, C e D

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30
Q

Which of the following are not included in an Update Set, by default? (Choose four.)

a. Data .
b. Related Lists
c. Database changes
d. Published Workflows
e. Business Rules
f. Homepages
g. Client Scripts
h. Schedules .
i. Report Definitions
j. Scheduled Jobs .

A

R. A, C (?), H e j

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31
Q

Which ServiceNow resource is a framework that ensures the data your ServiceNow application requires maps correctly to the appropriate CMDB tables?

a. CMDB Class Manager (CMDBCM)
b. CI Class Manager (CICM)
c. Common Service Data Model (CSDM)
d. Service Schema Map (SSM)
e. Service Mapping Utility (SMU)

A

R. C

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32
Q

What is the Import Set Table?

a. A repository for Update Set information
b. A staging area for imported records
c. A table where data will be placed, post-transformation
d. A table that determines relationships

A

R. B

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33
Q

Which of the following are a type of client scripts supported in ServiceNow? (Choose four)

a. onChange
b. onEdit
c. onCellEdit
d. onLoad
e. onSubmit
f. onSave
g. onUpdate

A

R. A, C, D e E

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34
Q

Which one of these applications is available to all users?

a. Incident
b. Facilities
c. Change
d. Self Service

A

R. D

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35
Q

Multiple Choice, Single line Text, and Select Box are what type of element in ServiceNow?

a. Related List
b. Variable Types
c. Order Guides
d. Request Types

A

R. B

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36
Q

Which database provides a logical model of your company infrastructure by identifying, controlling, maintaining and verifying CIs that exist?

a. LDAP
b. CSDM
c. ITSM
d. CMDB
e. IMDB

A

R. D

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37
Q

Which one of the following is an accurate list of changes that are captured in an Update Set?

a. Changes made to: tables, forms, groups, and configuration items (CIs)
b. Changes made to: tables, forms, Business Rules, and data records
c. Changes made to: tables, forms, views, and fields
d. Changes made to: tables, forms, schedules, and client scripts

A

R. C

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38
Q

What are two ways to generate an Event? (Choose two)

a. Workflow
b. Business Rule
c. Knowledge article publication
d. Log entry

A

R. A e B

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39
Q

What are the steps to retrieve an Update Set?

a. Verify Update Set is Complete, Retrieve, Preview, Commit
b. Verify Update Set is Complete, Retrieve, Preview, Apply
c. Verify Update Set is Complete, Test Connection, Commit
d. Verify Update Set is Complete, Teste Connection, Apply

A

R. A

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40
Q

Which one of the following is NOT a type of Visual Task Board?

a. Guided boards
b. Feature
c. Flexible
d. Freeform

A

R. B

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41
Q

Reports can be created from which different places in the platform? (Choose two)

a. Metric module
b. Statistics module
c. View / Run module
d. List column heading

A

R. C e D

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42
Q

Which module is used as the first step for importing data?

a. Load Data
b. Coalesce Data
c. Import Data
d. Transform Data

A

R. A

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43
Q

When designing a flow, how do you reference data from a record, in that flow?

a. Use the condition builder to specify the desired values
b. Drag the data pill onto the flow definition
c. Add the table reference using the slush bucket
d. Specify the source table on the data pill related list
e. Drag the table icon onto the flow definition

A

R. B

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44
Q

What is the language used for scripting in ServiceNow?

a. Jelly
b. JavaScript
c. Java
d. AngularJS

A

R. B

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45
Q

Two departments (HR Onboarding and Facilities) have come to you, asking for a way for employees to request event room set up services. The requirements are the same for the form and the task routing to the Facilities’ assignment group. - For HR, the item will be used primarily for the Onboarding coordinators, for employee orientation sessions. For Facilities, the item will be used for anyone in the company who needs room set up services. However, both departments have their own service catalogs. What do you do, to support these requirements?

a. Create one Catalog Item for HR Event Room Set Up and one for Facilities Event Room Set Up; then publish each to the appropriate Catalog.
b. Create one Catalog Item for Event Room Set Up; then publish to both Catalogs
c. Create one Catalog Item for Event Room Set Up; then publish to the Parent Catalog, which is accessible to both HR and Facilities.
d. Create one Catalog Item for Event Room Set Up; then use ACLs to control access.

A

R. B (?)

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46
Q

ServiceNow contains a resource which provides the following: - A standard and shared set of service related definitions across ServiceNow products and platform that will enable and support true service level reporting. - A CMDB framework across our products and platform that will enable and support multiple configuration strategies.
What resource do these statements describe?

a. Common Services Data Model (CSDM)
b. Information Technology Service Management (ITSM)
c. Information Technology Infrastructure Library (ITIL)
d. Configuration Management Database (CMDB)

A

R. A

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47
Q

What do you call any component that needs to be managed in order to deliver services?

a. CSDM Items
b. Asset
c. CMDB
d. Service Offerings
e. Configuration item

A

R. E

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48
Q

Access Control rules are applied to a specific table, like the Incident table. What is the object name for a rule that is specific to the Incident table and the Major Incident field?

a. incident<=>major_incident
b. Incident.Major_Incident
c. incident=>major_incident
d. incident||major_incident
e. incident.major_incident

A

R. E

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49
Q

A Service Catalog may include which of the following components?

a. Order Guides, Exchange Rates, Calendars
b. Record Producers, Order Guides, and Catalog Items
c. Catalog Items, Asset Contracts, Task Surveys
d. Order Guides, Catalog Items, and Interceptors

A

R. B

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50
Q

What is a Record Producer?

a. A Record Producer is a type of Catalog Item that is used for Requests, not Services
b. A Record Producer creates user records
c. A Record Producer is a type of Catalog Item that provides easy ordering by bundling requests
d. A Record Producer is a type of a Catalog Item that allows users to create task-based records from the Service Catalog

A

R. D

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51
Q

Which statement is true about business rules?

a. A business rule must not run before a database action occurs
b. A business rule must run before a database action occurs
c. A business rule monitors fields on a form
d. A business rule can be a piece of Javascript

A

R. D

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52
Q

What is the difference between a Ul Policy and Data Policy?

a. Data Policies can be converted into Ul Policies, but Ul Policies cannot be converted into Data Policies
b. Data Policies run only after Ul Policies run successfully
c. Data Policies run regardless of how data is entered into ServiceNow, while Ul Policies are used for form interactions
d. Data Policies run when data is entered through the form, by an Import Set, or by web services, while Ul Policies are set only by web services

A

R. D

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53
Q

Buttons, form links, and context menu items are all examples of what type of functionality?

a. Ul Action
b. Client Script
c. Ul Policy
d. Business Rule

A

R. A

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54
Q

Which are valid Service Now User Authentication Methods? (Choose three.)

a. LDAP
b. Local database
c. SSO
d. FTP authentication
e. XML feed

A

R. A, B e C

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55
Q

Which module would you use to customize your instances banner image, text and colors?

a. Homepage Admin > Pages > Branding
b. System Properties > Basic Configuration U116
c. System Properties > Branding
d. Service Portal > Portals > Branding
e. System Ul > Ul Pages > Branding

A

R. B

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56
Q

What module would you use if you wanted to view a list of all of the fields on the Incident table? (Choose two.)

a. Tables & Columns
b. Dictionary
c. Dictionary Dashboard
d. Database View
e. Schema
f. Data Class Manager

A

R. A e B (?)

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57
Q

What type of user (persona) has clearly defined paths and workflows in the platform and have one or more roles (ie itil and approver_user)?

a. ITSM User
b. Service Desk User
c. Workflow User
d. Process User
e. Request Fulfiller
f. Approving Manager

A

R. F

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58
Q

The ServiceNow platform includes which types of interfaces? (Choose three.)

a. Field Service Taskboard
b. Service Portals
c. Back Office Dashboard
d. Now Mobile Apps
e. Agent Control Center
f. Now Platform User Interfaces

A

R. B, D e F

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59
Q

Which of the following is used to initiate a flow?

a. Core Action
b. An Event
c. A spoke
d. A Trigger

A

R. D

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60
Q

Which of the following allows a user to edit field values in a list without opening the form?

a. List Editor
b. Form Designer
c. Edit Menu
d. Data Editor

A

R. A

61
Q

How is a group defined in ServiceNow?

a. A group defines a set of users that share the same job title
b. A group is one record stored in the Group [sys_user_group] table
c. A group defines a set of users that share the same location
d. A group is one record stored in the Group Type [sys_user_group_type] table

A

R. B

62
Q

When using the Load Data and Transform Map process, what is the Mapping Assist used for?

a. Mapping fields using the Import Log
b. Mapping fields using Transform History
c. Mapping fields using a Field Map
d. Mapping fields using an SLA

A

R. C

63
Q

What is specified in an Access Control rule?

a. security_admin
b. Table Schema, CRUD, and User Authentication
c. Object and Operation being secured; Permissions required to access the object
d. Groups, Conditional Expressions and Workflows

A

R. C

64
Q

Which one of the following statements is a recommendation from ServiceNow about Update Sets?

a. Use the Baseline Update Set to store the contents of items after they are changed the first time
b. Before moving customizations from instance to instance with Update Sets, ensure that both instances are different versions
c. Once an Update Set is closed as ‘Complete’, change it back to ‘In Progress’ until it is applied to another instance
d. Avoid using the Default Update set as an Update Set for moving customizations from instance to instance

A

R. D

65
Q

When you need to orchestrate business processes across services with little technical user knowledge, which utility would you use?

a. Workflow Editor
b. Flow Editor
c. Workflow Designer
d. Flow Designer
e. Flow Manager

A

R. D

66
Q

Which one statement correctly describes Access Control rule evaluation?

a. Table access rules are evaluated from the general to the specific
b. If a row level rule and a field level rule exist, both rules must be true before an operation is allowed
c. If more than one rule applies to a record, the older rule is evaluated first
d. The role with the most permissions evaluates the rules first.

A

R. B

67
Q

What is the purpose of a Related List?

a. To dot-walk to a core table
b. To create a one-to-many relationship
c. To present related records
d. To present related fields

A

R. C

68
Q

Which module would you use to create a new automation of business logic such as approvals, tasks, and notifications?

A. Process Automation > Active Flows

b. Process Automation > Flow Designer
c. Process Automation > Workflow Editor
d. Process Automation > Flow Administration
e. Process Automation > Process Flow

A

R. B

69
Q

Which of the following protects applications by identifying and restricting access to available files and data?

a. Application Configuration
b. Verbose Log
c. Access Control Rules
d. Application Scope

A

R. C

70
Q

What import utility do you use when the field names on the import set match the name of the fields on the Target table?

a. Mapping Dashboard
b. Schema Mapping
c. Automatic Mapping
d. Mapping Assist

A

R. D

71
Q

Categories in the knowledge base, by default, can be created and edited by which knowledge workers? (Choose two.)

a. Knowledge Taxonomy Owner
b. Knowledge Authors
c. Knowledge Controller
d. Knowledge Submitters
e. Knowledge Category Managers
f. Knowledge Contributors
g. Knowledge Managers
h. Knowledge Owners

A

R. F e G

72
Q

Which ServiceNow products can be used to discover and populate the CMDB? (Choose two.)

a. CMDB Integration Dashboard
b. IntegrationHub ETL
c. CMDB Plug-in
d. Finder
e. Discovery

A

R. B e E

73
Q

What component causes a flow to run after a record has been created or updated?

a. Application-based trigger
b. On-change trigger
c. Date-based trigger
d. Record-based trigger
e. Updated-date trigger

A

R. D

74
Q

When testing a catalog item, having a manager approval flows, which of these best practices would you follow?
(Choose three.)

a. Impersonate the requester to ensure the form works.
b. Use the instance Incognito setting to quickly toggle between requester and approver.
c. Create and select your Testing Update Set, before starting the test cases.
d. Make sure the latest flows are activated.
e. Use your Admin account, so you can approve the items quickly.
f. Make sure the requester’s user record has a manager specified.

A

R. C, D e F (?)

75
Q

ServiceNow contains a resource which provides the following: - A standard and shared set of service related definitions across ServiceNow products and platform that will enable and support true service level reporting. - A CMDB framework across our products and platform that will enable and support multiple configuration strategies.
What resource do these statements describe?

a. Configuration Management Database (CMDB)
b. Information Technology Infrastructure Library (ITIL)
c. Information Technology Service Management (ITSM)
d. Common Services Data Model (CSDM)

A

R. D

76
Q

When working on a form, what is the difference between Insert and Update operations?

a. Insert creates a new record and Update saves changes, both exit the form
b. Insert creates a new record and Update saves changes, both remain on the form
c. Insert saves changes and exits the form, Update saves changes and remains on the form
d. Insert saves changes and remains on the form, Update saves changes and exits the form

A

R. D

77
Q

When importing spreadsheet data into ServiceNow, in which step does the data get written to the receiving table?

a. Run Transform
b. Schedule Transform
c. Execute Transform
d. Run Import
e. Import Dataset

A

R. A

78
Q

When creating a global custom table named ‘abc’, what is the table name that is automatically assigned by the platform?

a. abc
b. u_abc
c. sys_abc
d. snc_abc

A

R. B

79
Q

A customer requests the following data quality measures be added: c Incident numbers should be read only, on all lists and forms, for all users. c® Short Description field should be mandatory, on all records, across all applications, on Insert. Which type of policy would you use to meet this requirement?

a. Dictionary Design Policy
b. Field Criteria Policy
c. Data Policy
d. Ul Data Policy
e. Data Quality Policy
f. UI Policy

A

R. F

80
Q

What would you do, on a list, if you wanted to show the records in groups, based on the column category? (Choose two.)

a. On Navigator Filter, type tablename.group .category and press enter
b. Click Group On icon, select Category
c. On list Context Menu, select Group By > Category
d. On the Category column title, click Context menu > Group By Category
e. On the Filter Menu, select Group By > Category

A

R. C e D

81
Q

A REQ number in the Service Catalog represents:

a. the task to complete.
b. the individual item in the order.
c. the order number.
d. the stage.

A

R. C

82
Q

For Administrators creating new Service Catalog items, what is a characteristic they should know about Service Catalog variables?

a. Service Catalog variables can only be used in Record Producers
b. Service Catalog variables can only be used in Order Guides
c. Service Catalog variables cannot affect the order price
d. Service Catalog variables are global by default

A

R. D

83
Q

When a user reports that they are not able to see modules on the application navigator, what can you do, to see what modules are visible to them?

a. Launch a NowChat window
b. Impersonate the user
c. Look up their password, so you can login with their account
d. Install the Bomgar plug-in
e. Initiate a Connect Chat session

A

R. B

84
Q

Which tool is used to have conversations with logged-in users in real-time?

a. Now Messenger
b. User Presence
c. Connect Chat
d. Comments

A

R. C

85
Q

What is the primary application used to load data into ServiceNow?

a. Configuration
b. Service Level Management
c. System Import Sets
d. System Update Sets

A

R. C

86
Q

You are showing your customer a new form that you have created for their new application. They would like to add a field to the form. Where could you do that (Choose two.)

a. Click on context menu, select Configure > Form Designer
b. Select Fields and Columns module
c. Select Column View
d. Right click on form header, select Configure > Form Layout
e. Click on context menu, select Admin view
f. Select Field Class Manager module

A

R. A e D

87
Q

What would NOT appear in the Application Navigator if ‘service’ is typed into the filter field?

a. Configuration > Business Services
b. Self-Service > Knowledge
c. Service Portal > Widgets
d. Incident > Assigned to me

A

R. D

88
Q

Which would NOT appear in the History section of the Application Navigator?

a. Lists
b. Forms
c. Records
d. Ul Pages

A

R. D

89
Q

Which one of the following statements describes the contents of the Configuration Management Database (CMDB)?

a. The CMDB contains data about tangible and intangible business assets
b. The CMDB archives all Service Management PaaS equipment metadata and usage statistics
c. The CMDB contains the Business Rules that direct the intangible, configurable assets used by a company
d. The CMDB contains ITIL process data pertaining to configuration items

A

R. A

90
Q

What is the platform name for the User table?

a. x_users
b. u_users
c. sys_user
d. sys_users

A

R. C

91
Q

How are Workflows moved between instances?

a. Workflows are moved using Application Sets
b. Workflows are moved using Transform Maps
c. Workflows cannot be moved between instances
d. Workflows are moved using Update Sets

A

R. D

92
Q

Access Control rules may provide access security for which of the following database objects?

a. For a specific row, column, or table
b. For a specific CMDB Configuration item
c. For a specific role, group, or user
d. For specific groups

A

R. A

93
Q

From the User menu, which actions can a user select? (Choose three.)

a. Elevate Roles
b. Impersonate Users
c. Approve Records
d. Order from Service Catalog
e. Log Out ServiceNow
f. Send Notifications

A

R. A, B e E

94
Q

Which tool should be used to populate commonly used fields in a form?

a. Template
b. Reference Qualifier
c. Assignment Rule
d. Formatter

A

R. A

95
Q

What is a sys_id?

a. A server-side Business Rule
b. A client-side Business Rule
c. Unique 32-character identifier that is assigned to every record
d. Unique 64-character identifier that is assigned to every record

A

R. C

96
Q

What is a characteristic of importing data into ServiceNow?

a. An existing Transform Map can be used multiple times on the same import set
b. Coalesce fields are used only after running Transform
c. An existing Transform Map can be used one time on the same import set
d. Any user can manage and set up import sets

A

R. A

97
Q

A user wants to create a set of filter conditions, where they want to show records which satisfy two conditions: Incidents where the state is Closed - Incidents where Assignment Group is Network After clicking the Funnel icon, what should the user do?

a. Define the first condition; click AND button; define second condition; click Run
b. Define the first condition: click > icon on breadcrumb, define second condition; press enter
c. Define the first condition: click AND button: define second condition: press enter
d. Define the first condition: click OR button: define second condition: press enter
e. Define the first condition: click > icon on breadcrumb, define second condition: click Run

A

R. A

98
Q

What feature can track the amount of time that a task has been open, to ensure that tasks are completed within an allotted time?

a. Business Time Remaining
b. Task Escalation Clock
c. Service Level Agreements
d. Inactivity Monitor
e. Response Time Clock

A

R. C

99
Q

As an IT employee what interface would you use, if you wanted to browse internal IT documentation, like troubleshooting scripts and FAQs?

a. ServiceNow Wiki
b. SharePoint
c. Knowledge Now
d. Stack Overflow
e. Knowledge

A

R. E (?)

100
Q

Your customer would like to create a new template to notify users who are affected by network outages at their site. Which module would you use to create a new notification?

a. System Notification > Email > Notifications
b. Administration > Notification Overview
c. User Preferences > Email > Notifications
d. System Properties > Email > Settings
e. Click Gear > Notifications > New

A

R. A

101
Q

What is a formatter? Select one of the following.

a. A formatter allows you to populate fields automatically
b. A formatter is a form element used to display information that is not a field in the record
c. A formatter allows you to configure applications on your instance
d. A formatter is a set of conditions applied to a table to help find and work with data

A

R. B

102
Q

Which three Variable Types can be added to a Service Catalog Item?

a. True/False, Checkbox, and Number List
b. True/False, Multiple Choice, and Ordered
c. Multiple Choice, Select Box, and Checkbox
d. Number List, Single Line Text, and Reference

A

R. C

103
Q

What is a Dictionary Override?

a. A Dictionary Override is a task within a flow that requests an action before the flow can continue
b. A Dictionary Override sets field properties in extended tables
c. A Dictionary Override is an incoming customer update in an Update Set which applies to the same objects as a newer local customer update
d. A Dictionary Override is the addition, modification, or removal of anything that could have an effect on IT services

A

R. B (?)

104
Q

How are Workflows moved between instances?

a. Workflows are moved using Application Sets
b. Workflows cannot be moved between instances
c. Workflows are moved using Update Sets
d. Workflows are moved using Transform Maps

A

R. C

105
Q

Which term best describes something that is created, has worked performed upon it, and is eventually moved to a state of closed?

a. report
b. event
c. task
d. flow

A

R. C

106
Q

Which of the following statements describes how data is organized in a table?

a. A column is a field in the database and a record is one user
b. A column is one field and a record is one row
c. A column is one field and a record is one column
d. A column contains data from one user and a record is one set of fields

A

R. B

107
Q

Your company is giving all first line workers a special T-shirt as a recognition for their hard work. Management team wants a way for employees to order the T- shirt, with the ability to specify the preferred size and color. How would you ensure that only first line workers (non-managers) can submit the order?

a. Create Catalog Item and use the Available For list to specify ITIL [itil] role
b. Create Catalog Item and use the Not Available list to specify the Manager Group
c. Create Record Producer and use the Available For list to specify First Line [sn_first_line] role
d. Create Order Guide and use the User Criteria list to specify First Line [sn_first_line] role

A

R. C (?)

108
Q

Which features allow you to update multiple records at one time? (Choose two.)

a. Update Selected Action
b. Bulk Record Update
c. Field Update Action
d. List Editor
e. Data Remediation Dashboard

A

R. A e D

109
Q

When moving multiple update sets at one time, what might you do to facilitate the move?

a. Verify
b. Preview
c. Merge
d. Sequence
e. Test
f. Order
g. Combine

A

R. C

110
Q

Which of the following statement describes the purpose of an Order Guide?

a. Order Guides take the user directly to the checkout without prompting for information
b. Order Guide provide a list of guidelines for Administrators on how to set up item variables
c. Order Guides restrict the number of items in an order to only one item per request
d. Order Guide provide the ability to order multiple, related items as one request

A

R. D

111
Q

Which section of the ServiceNow Ul allows you to perform a global search?

a. List pane
b. Application Navigator
c. Content frame
d. Banner frame

A

R. D

112
Q

Where can Admins check which release is running on an ServiceNow instance?

a. System.upgraded table
b. Transactions log
c. Memory Stats module
d. Stats module

A

R. D

113
Q

What are the steps for applying an update set to an instance?

a. Retrieve, Assess, Apply
b. Specify, Transform, Apply
c. Get, Test, Push
d. Retrieve, Preview, Commit
e. Pull, Review, Push

A

R. D

114
Q

What field contains a record’s 32-character, unique identifier?

a. sn_gu_id
b. sn_rec_id
c. sys_id
d. rec_id
e. sn_sys_id
f. id
g. u_id

A

R. C

115
Q

While showing a customer their incident form, they ask to change the Priority values to display their internal terminology P1, P2, P3, P4. They want it to be consistent across all Tasks. How would you do that? Right click on Priority and select what?

a. Show Choice List
b. Configure Task
c. Show Options
d. Configure Lists
e. Configure Options
f. Show Choices

A

R. A

116
Q

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

a. Access Control Rules
b. Assignment Rules
c. Roles
d. Ul Policies

A

R. C

117
Q

What is generated from the Service Catalog once a user places an order for an item or service?

a. An SLA
b. A change request
c. An Order Guide
d. A request

A

R. D

118
Q

Which tool is used for creating dependencies between configuration items in the CMDB?

a. CMDB Builder
b. CI Service Manager
c. Cl Relationship Editor
d. C| Class Manager

A

R. D

119
Q

Which of the following concepts are associated with the ServiceNow CMDB? (Choose four.)

a. Service Processes
b. The Dependency View
c. Database
d. Tables and Fields
e. User Permissions

A

R. A, B, C e D

120
Q

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

a. Base Tables
b. Core Tables
c. Extended Tables
d. Custom Tables

A

R. A

121
Q

Which one of the following statements best describes the purpose of an Update Set?

a. By default, the changes included in an Update Set are visible only in the instance to which they are applied
b. An Update Set allows administrators to group a series of changes into a named set and then move this set as a unit to other systems
c. By default, an Update Set includes customizations, Business Rules, and homepages
d. An Update Set is a group of customizations that is moved from Production to Development

A

R. B

122
Q

Which module is used to access the knowledge bases which are available to you?

a. Knowledge > Home
b. Knowledge > Overview
c. Knowledge > All
d. Self Service > Knowledge
e. Knowledge > Knowledge Bases

A

R. D

123
Q

What is the module used to import word documents as articles?

A

R. Knowledge > Articles > Import Articles

124
Q

The display sequence is controlled in a Service Catalog Item using which of the following?

a. The Sequence field in the Catalog Item form
b. The Default Value field in the Catalog Item form
c. The Order field in the Variable form
d. The Choice field in the Variable form

A

R. C

125
Q

What type of field allows you to look up values from one other table?

a. Selections
b. Verity
c. Options
d. Dot walk
e. Lookup
f. Reference

A

R. E

126
Q

What needs to be specified, when creating a Business Rule? (Choose four.)

a. Ul action
b. Script to run
c. Fields to update
d. Application scope
e. Update set
f. Who can run
g. Condition to evaluate
h. Timing
i. Table

A

R. B, D, G e I

127
Q

A new Service Desk employee in Latin America complains that the create dates and times are incorrect on their Incident list. What would you suggest to fix this issue?

a. Have them use the gear icon to set the employee’s time zone.
b. Have them correct the time zone on their computer.
c. Use the system properties to correct the instance’s time zone.
d. Recommend they use Chrome, instead of Explorer.
e. Have them clear their cache.

A

R. A (?)

128
Q

What is the function of user impersonation?

a. Testing and visibility
b. Unlock Application master list
c. View custom perspectives
d. Activate verbose logging

A

R. A

129
Q

A new service catalog item is being developed, but should only be visible to managers inside the HR Department. What method would you use to fulfill this requirement?

a. Specify the Dept_Mgr role on the catalog content block
b. Add the Department Manager group to the catalog item’s ACL
c. Only publish the item in the HR service catalog
d. Add the Department Manager group to the catalog item’s user criteria
e. Use a Dept_Mgr ACL on the HR service catalog

A

R. D

130
Q

After finishing your work on High Security Settings, what do you do to return to normal admin security levels?

a. Select Global Update Set
b. Select Normal role
c. Use System Administration > Normal Security module
d. End Impersonation
e. Log out and back in

A

R. E (?)

131
Q

A knowledge article must be which of the following states to display to a user?

a. Published
b. Retired
c. Reviewed
d. Drafted

A

R. A

132
Q

Create Incident, Password Reset, and Report outage: what do these services in the Service Catalog have in common?

a. They direct the user to a catalog Ul policy
b. They direct the user to a catalog property
c. They direct the user to a catalog client script
d. They direct the user to a record producer

A

R. D

133
Q

Which one of the following statements describes the contents of the Configuration Management Database (CMDB)?

a. The CMDB contains the Business Rules that direct the intangible, configurable assets used by a company
b. The CMDB contains ITIL process data pertaining to configuration items
c. The CMDB archives all Service Management PaaS equipment metadata and usage statistics
d. The CMDB contains data about tangible and intangible business assets

A

R. D

134
Q

What is a schema map?

a. A schema map graphically displays the Configuration Items that support a business service
b. A schema map graphically organizes the visual task boards for the CMDB
c. A schema map enables administrators to define records from specific tables as trouble sources for Configuration Items
d. A schema map displays the details of tables and their relationships in a visual manner, allowing administrators to view and easily access different parts of the database schema

A

R. D

135
Q

What do you need to do before you can use an Application-based trigger in your flow?

a. Assign Application trigger role [sn_app_trigger_write] to SME
b. Activate trigger security rules
c. Activate application trigger spoke
d. Activate application plugins only
e. Activate application spoke, and plug-ins as needed

A

R. E (?)

136
Q

Which of the following is true of Service Catalog Items in relation to the Service Catalog?

a. They provide options.
b. They are the building blocks.
c. They are optional.
d. They run behind the scenes

A

R. B

137
Q

What is a Notification?

a. An email file attachment
b. A message through Connect related to a Change Request
c. A new Knowledge article created by a Business Rule
d. A tool for alerting users that events that concern them have occurred

A

R. D

138
Q

What is a Record Producer?

a. A Record Producer creates user records
b. A Record Producer is a type of Catalog Item that provides easy ordering by bundling requests
c. A Record Producer is a type of Catalog Item that is used for Requests, not Services
d. A Record Producer is a type of a Catalog Item that allows users to create task-based records from the Service Catalog

A

R. D

139
Q

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

a. My Teams Work
b. My Groups Tasks
c. My Teams Tasks
d. My Groups Work

A

R. D

140
Q

Which tool is used to define relationships between fields in an import set table and a target table?

a. Schema Map
b. Field Transformer
c. Import Designer
d. Transform Map
e. Dictionary Map
f. Transform Schema

A

R. D

141
Q

Access Control rules may be defined with which of the following permission requirements? (Choose three.)

a. Assignment Rules
b. Conditional Expressions
c. Groups
d. Roles
e. Scripts
f. User Criteria

A

R. B, D e E

142
Q

How do you make a list filter available to everyone?

a. Make active, assign a name, and save
b. Make active, assign a name, and save
c. Assign a name, set visibility, and save
d. Make active, set visibility, and save

A

R. C

143
Q

Which of the following can be customized through the Basic Configuration Ul 16 module? (Choose three.)

a. Form Header Size
b. Banner Image
c. Record Number Format
d. System Date Format
e. Browser Tab Title

A

R. B, D e E

144
Q

Which one of the following is an accurate list of changes that are captured in an Update Set?

a. Changes made to: tables, forms, groups, and configuration items (Cls)
b. Changes made to: table, forms, views, and fields
c. Changes made to: tables, forms, Business Rules, and data records
d. Changes made to: tables, forms, schedules, and client scripts

A

R. B

145
Q

What is a key difference between Reporting and Performance Analytics?

a. Performance Analytics data can be published to Dashboards; Reports cannot.
b. Reports can be run on a scheduled basis; Performance Analytics cannot.
c. Performance Analytics contains snapshots of data taken over time; Reporting shows only the data as it is, at the moment the report is run
d. Performance Analytics can show trends; Reports cannot.
e. Performance Analytics shows KPls; Reporting does not.

A

R. C

146
Q

How is the Event Log different from the Event Registry?

a. Event Log contains generated Events, the Event Registry is a table of Event definitions
b. Event Log is formatted in the Log style, the Event Registry displays different fields
c. Event Log is the same as the Event Registry
d. Event Log lists Events that were triggered by integrations, the Event Registry lists the Events that were triggered during the day (24-hour period)

A

R. A

147
Q

On the knowledge base record, which tab would you use to define which users are not able to write articles to the knowledge base?

a. Cannot Contribute
b. Cannot Author
c. Read Only
d. Can Contribute
e. Cannot Write

A

R. A

148
Q

What information does the System Dictionary contain?

a. The language dictionary used for spell checking
b. The human-readable labels and language settings
c. The definition for each table and column
d. The information on how tables relate to each other

A

R. C

149
Q

When searching using the App Navigator search field, what can be returned? (Choose four.)

a. Titles of Dashboard Gauges
b. Favorites
c. Names of Modules
d. History Records
e. Names of Applications
f. Names of Applications and Modules

A

R. B, C, D e E

CSA - San Diego (4 decks)

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