ServiceNow CSA Fundamentals Flashcards
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 list Context Menu, select Group By > Category
B. On the Filter Menu, select Group By > Category
C. Click Group On icon, select Category
D. On Navigator Filter, type tablename.group.category and press enter
E. On the Category column title, click Context menu > Group By Category
A. On list Context Menu, select Group By > Category
E. On the Category column title, click Context menu > Group By Category
When importing spreadsheet data into ServiceNow, in which step does the data get written to the receiving table?
Run Transform
What are the steps for applying an update set to an instance?
Retrieve, Preview, Commit
A department manager asks an analyst to build some reports. Where do you recommend the analyst start?
Reports > Create New
If a knowledge base has no access details specified, what users are able to read articles in that knowledge base?
Any active user
Which application is used primarily to load data into ServiceNow?
System Import Sets
On what part of the ServiceNow instance, would you find the option to Impersonate User?
Banner
What is the best practice related to using the Default Update Set for moving customizations between instances?
Submit Default update set to application repository
What are the three key tables in an enterprise CMDB?
cmdb
cmdb_rel_ci
cmdb_ci
What is used to determine user access to knowledge bases or a knowledge article?
User Criteria
What are the main components of the Form Design interface?
Page Header
Field Navigator
Form Layout
Which tab on the knowledge base record, would you use to identify the sets of users who are able to read articles in that knowledge base?
Can Read
What are examples of Core tables in the ServiceNow platform?
A. Configuration, Connect, Chat
B. Team, Party, Awards
C. User, Task, Incident
D. Work, Caller, Timecard
C. User, Task, Incident
Which tool graphically displays an infrastructure view for a configuration item (CI) and its relationship with other CIs?
Dependency View
What is the result of the order in which access controls are evaluated?
A. Ensures user has access to the fields in a table, before considering their access to the table
B. Ensures user can get to work as quickly as possible
C. Ensures user has access to the application, before evaluating access to a module within the application
D. Ensures user has access to a table, before evaluating access to a field in the table
D. Ensures user has access to a table, before evaluating access to a field in the table
You are asked to create an option in the Service Catalog, which will allow a user to click Get Help and describe the issue they are having. These forms should create incident records, which are automatically routed to the Service Desk. Which method would you use?
Create Record Producer
Which field (or fields) is used as a unique key during imports?
Coalesce Fields
What attributes can you manage, using System Properties > Basic Configuration UI16? (Choose five.)
A. Browser tab title
B. Module text color
C. Preferred browser
D. Base theme
E. Font style
F. Animation style
G. Header background color
H. Banner Image
A. Browser tab title
B. Module text color
D. Base theme
G. Header background color
H. Banner Image
What ServiceNow feature allows you to include data from a secondary related table on a report?
Dot Walking
What are benefits of assigning work tasks to a group, rather than to an individual? (Choose four.)
A. Group members can choose their tasks from My Groups Work
B. Groups can assign tasks to users based on on-call schedules
C. Site support members can pick tasks, based on Location
D. Groups can assign tasks to users based on skills
E. Group members can avoid tasks, which are nearing SLA breach
F. Groups can assign tasks to users based on availability
B. Groups can assign tasks to users based on on-call schedules
C. Site support members can pick tasks, based on Location
D. Groups can assign tasks to users based on skills
F. Groups can assign tasks to users based on availability
Which statement correctly describes the differences between a Client Script and a Business Rule?
A. A Client Script executes before a record is loaded and a Business Rule executes after a record is loaded
B. A Client Script executes on the server and a Business Rule executes on the client
C. A Client Script executes on the client and a Business Rule executes on the server
D. A Client Script executes before a record is loaded and a Business Rule executes after a record is updated
C. A Client Script executes on the client and a Business Rule executes on the server
Which role can manage multiple knowledge bases?
knowledge_admin
Which ServiceNow capability allows you to provide knowledge articles, via a conversational messaging interface?
Virtual Agent
What ServiceNow feature can be triggered by events, and is used to inform users about activities or updates in ServiceNow?
Notifications
User records are stored in which table?
User [sys_user]
What type of field has a drop down list, from which you can pick from pre-defined options?
Choice
Which component of a table contains a piece of data for one record?
Field
What feature do you use to specify which users are able to access a Service Catalog Item?
User Criteria
What is the most common role that has access to almost all platform features, functions, and data?
System Administrator [admin]
When importing data, what happens to imported rows, if no coalesce field is specified?
All rows are treated as new records. No existing records are updated.
The wait time for end users is based on the round-trip between the client and the server. What activities are included in the round-trips?
Request + Response
When a flow runs an action, it generates a runtime value, which stays the same for the duration of the flow. What is the name of this runtime value?
Sequence runtime value
Your customer requires that they be able to monitor which users are performing impersonations in their instance. What would you do to meet that requirement?
Activate the glide.sys.log_impersonation prop
What are advantages of using Flow Designer? (Choose three.)
A. Supports advanced developers
B. Enables complicated scripting
C. Reduces technical debt
D. Less manual scripting
E. Smooth integration with 3rd party systems
A. Supports advanced developers
D. Less manual scripting
E. Smooth integration with 3rd party systems
A manager wants to view a snapshot of month-end Sales performance data, as compared to Sales targets. In addition, the manager wants to be able to see those monthly numbers trended over time, and
forecasted into the future. What capability do you suggest for this manager?
Performance Analytics
What resource can you use to view details of the tables and configuration items (CIs) associated with a particular use case?
Common Service Data Model (CSDM) product view
A user is complaining that they are seeing a blank page, when they click Create New, from your custom Inventory application. You have confirmed that they can see the Inventory application, and the Create New module on the application navigator. What could be the cause of this issue?
User session has timed out
A Role is defined as what?
A collection of permissions
On a filter condition, which component is always a choice list?
Operator
Tables may have a One to Many relationships. From the Service Catalog, what are examples of tables having a one to many relationships? (Choose three.)
A. One Approval can have many Requests
B. One Request can have many Requested Items
C. One Requested Item can have many Approvals
D. One Requested Item can have many Catalog Tasks
E. One Cart can have many Requests
B. One Request can have many Requested Items
C. One Requested Item can have many Approvals
D. One Requested Item can have many Catalog Tasks
What type of query allows you to filter list data using normal words, instead of the condition builder?
Natural Language Query
What controls the publishing and retiring process for knowledge articles?
Workflows
When impersonating a user for testing purposes, what is the best way to return the instance, logged in with your user account?
End Impersonation
What are the components that make up a filter condition? (Choose three.)
A. Operator
B. Match Criteria
C. Value
D. Column
E. Field
A. Operator
C. Value
E. Field
What are different types of Data Sources, which may be imported into ServiceNow? (Choose four.)
A. Local Sources (i.e. XML, CSV, Excel)
B. Implementation Spoke
C. DataHub
D. JDBC Connection
E. Network Server
F. LDAP Connection
A. Local Sources (i.e. XML, CSV, Excel)
C. DataHub
D. JDBC Connection
F. LDAP Connection
On a Business Rule, the When setting determines at what point the rule executes. What are the options for specifying that timing?
Before, After, Async, Display
What function do you use to add buttons, links, and context menu items on forms and lists?
UI Actions
Group records are stored in which table?
Group [sys_user_group]
On a Form header, what is the three bar icon called?
Additional Actions or Context Menu
What is the name of the table relationship, where two or more tables are related in a bi-directional relationship, so that the related records are visible from both tables in a related list?
Many to Many
From a form, what would you click to add additional fields to the form? (Choose two.)
A. Context Menu > Form > Layout
B. Context Menu > Configure > Form Layout
C. Context Menu > Configure > Form Designer
D. Right click on header > Add > Field
E. Context Menu > Form > Designer
F. Right click on header > Configure > UX Dashboard
B. Context Menu > Configure > Form Layout
C. Context Menu > Configure > Form Designer
Which feature allows you to automate business logic for a particular application or process such as approvals, tasks notifications, and record operations?
Flows
Which ServiceNow capability provides assistance to help users obtain information, make decisions, and perform common work tasks via a messaging interface?
Virtual Agent
Which tool is used to define relationships between fields in an import set table and a target table?
Transform Map
On the Reports page, what sections allow you to see which reports are visible to different audiences? (Choose four.)
A. Group
B. Department
C. My reports
D. Team
E. Dashboards
F. Global
G. Admin
H. Analytics
I. All
J. Company
A. Group
C. My reports
F. Global
I. All
When designing a flow, how do you reference data from a record, in that flow?
Drag the data pill onto the flow definition
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?
System Notification > Email > Notifications
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?
Show Choice List
What is a key difference between Reporting and Performance Analytics?
Performance Analytics contains snapshots of data taken over time; Reporting shows only the data as it is, at the moment the report is run.
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?
Impersonate the user
When you need to orchestrate business processes across services with little technical user knowledge, which utility would you use?
Flow Designer
Which module is used as the first step for importing data?
Load Data
Which module would you use to create a new automation of business logic such as approvals, tasks, and notifications?
Process Automation > Flow Designer
What type of field allows you to look up values from one other table?
Reference
After finishing your work on High Security Settings, what do you do to return to normal admin security levels?
Log out and back in
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?
Create one Catalog Item for Event Room Set Up; then publish to both Catalogs.
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?
incident.major_incident
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?
Define the first condition; click AND button; define second condition; click Run
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?
Add the Department Manager group to the catalog item’s user criteria
What do you call any component that needs to be managed in order to deliver services?
Configuration item
Which icon would you double click, to expand and collapse the list of all Applications and Modules?
Application
What is specified in an Access Control rule?
Object and Operation being secured; Permissions required to access the object
When moving multiple update sets at one time, what might you do to facilitate the move?
Batch
What is a no-code approach to control the mandatory or read-only state of a form field?
UI Policy
When testing a catalog item, having a manager approval flows, which of these best practices would you follow? (Choose three.)
A. Make sure the latest flows are activated.
B. Use the instance Incognito setting to quickly toggle between requester and approver.
C. Impersonate the requester to ensure the form works.
D. Make sure the requester’s user record has a manager specified.
E. Create and select your Testing Update Set, before starting the test cases.
F. Use your Admin account, so you can approve the items quickly.
A. Make sure the latest flows are activated.
C. Impersonate the requester to ensure the form works.
D. Make sure the requester’s user record has a manager specified.
What are three security modules often used by the System Administrator? (Choose three.)
A. System Properties > Security
B. Utilities > Migrate Security
C. System Security > Security
D. Self-Service > My Access
E. System Security > Access Control (ACL)
F. Password Management > Security Questions
G. System Security > High Security Settings
A. System Properties > Security
E. System Security > Access Control (ACL)
G. System Security > High Security Settings
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?
Have them use the gear icon to set the employee’s time zone.
As an IT employee what interface would you use, if you wanted to browse internal IT documentation, like troubleshooting scripts and FAQs?
Knowledge
What import utility do you use when the field names on the import set match the name of the fields on the Target table?
Automatic Mapping
What is a quick way to create a report from a list view?
Apply filter, right click on column header, select Bar Chart
What feature can track the amount of time that a task has been open, to ensure that tasks are completed within an allotted time?
Service Level Agreements
What needs to be specified, when creating a Business Rule? (Choose four.)
A. UI action
B. Table
C. Fields to update
D. Who can run
E. Script to run
F. Application scope
G. Update set
H. Timing
I. Condition to evaluate
A. UI action
B. Table
D. Who can run
E. Script to run
What icon do you use to change the label on a Favorite?
Pencil
What is used frequently to move customizations from one instance to another?
Update Sets
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?
Create Catalog Item and use the Not Available list to specify the Manager Group
What field contains a record’s 32-character, unique identifier?
sys_id
What do you activate when you want to add applications or functionality within your development instance?
Plugin
Which ServiceNow resource is a framework that ensures the data your ServiceNow application requires maps correctly to the appropriate CMDB tables?
Common Service Data Model (CSDM)
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. Select Fields and Columns module
B. Right click on form header, select Configure > Form Layout
C. Click on context menu, select Configure > Form Designer
D. Select Field Class Manager module
B. Right click on form header, select Configure > Form Layout
C. Click on context menu, select Configure > Form Designer
Which of the following are NOT included in an Update Set, by default? (Choose four.)
A. Homepages
B. Data
C. Published Workflows
D. Business Rules
E. Schedules
F. Database changes
G. Related Lists
H. Report Definitions
I. Scheduled Jobs
J. Client Scripts
K. Views
A. Homepages
B. Data
E. Schedules
F. Database changes
The ServiceNow platform includes which types of interfaces? (Choose three.)
A. Now Mobile Apps
B. Agent Control Center
C. Back Office Dashboard
D. Service Portals
E. Now Platform User Interfaces
F. Field Service Taskboard
A. Now Mobile Apps
D. Service Portals
E. Now Platform User Interfaces
What do you need to do before you can use an Application-based trigger in your flow?
Activate application spoke, and plug-ins as needed
An IT manager is responsible for the Network and Hardware assignment groups, each group contains 5 team members. These team members are working on many tasks, but the manager cannot see any tasks on the Service Desk > My Groups Work list. What could explain this?
The manager is not a member of the Network and Hardware groups.
What ServiceNow resource best describes 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?
Common Services Data Model (CSDM)
What protects applications by identifying and restricting access to available files and data?
Access Control Rules (ACL)
IntegrationHub enables execution of third-party APIs as a part of a flow. These integrations are referred to as…
a spoke