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ServiceNow CSA > ServiceNow CSA Fundamentals > Flashcards

ServiceNow CSA Fundamentals Flashcards

1
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 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

A. On list Context Menu, select Group By > Category

E. On the Category column title, click Context menu > Group By Category

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2
Q

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

A

Run Transform

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3
Q

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

A

Retrieve, Preview, Commit

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4
Q

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

A

Reports > Create New

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5
Q

If a knowledge base has no access details specified, what users are able to read articles in that knowledge base?

A

Any active user

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6
Q

Which application is used primarily to load data into ServiceNow?

A

System Import Sets

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7
Q

On what part of the ServiceNow instance, would you find the option to Impersonate User?

A

Banner

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8
Q

What is the best practice related to using the Default Update Set for moving customizations between instances?

A

Submit Default update set to application repository

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9
Q

What are the three key tables in an enterprise CMDB?

A

cmdb

cmdb_rel_ci

cmdb_ci

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10
Q

What is used to determine user access to knowledge bases or a knowledge article?

A

User Criteria

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11
Q

What are the main components of the Form Design interface?

A

Page Header

Field Navigator

Form Layout

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12
Q

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?

A

Can Read

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13
Q

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

A

C. User, Task, Incident

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14
Q

Which tool graphically displays an infrastructure view for a configuration item (CI) and its relationship with other CIs?

A

Dependency View

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15
Q

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

A

D. Ensures user has access to a table, before evaluating access to a field in the table

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16
Q

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?

A

Create Record Producer

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17
Q

Which field (or fields) is used as a unique key during imports?

A

Coalesce Fields

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18
Q

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

A. Browser tab title

B. Module text color

D. Base theme

G. Header background color

H. Banner Image

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19
Q

What ServiceNow feature allows you to include data from a secondary related table on a report?

A

Dot Walking

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20
Q

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

A

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

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21
Q

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

A

C. A Client Script executes on the client and a Business Rule executes on the server

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22
Q

Which role can manage multiple knowledge bases?

A

knowledge_admin

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23
Q

Which ServiceNow capability allows you to provide knowledge articles, via a conversational messaging interface?

A

Virtual Agent

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24
Q

What ServiceNow feature can be triggered by events, and is used to inform users about activities or updates in ServiceNow?

A

Notifications

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25
Q

User records are stored in which table?

A

User [sys_user]

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26
Q

What type of field has a drop down list, from which you can pick from pre-defined options?

A

Choice

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27
Q

Which component of a table contains a piece of data for one record?

A

Field

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28
Q

What feature do you use to specify which users are able to access a Service Catalog Item?

A

User Criteria

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29
Q

What is the most common role that has access to almost all platform features, functions, and data?

A

System Administrator [admin]

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30
Q

When importing data, what happens to imported rows, if no coalesce field is specified?

A

All rows are treated as new records. No existing records are updated.

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31
Q

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?

A

Request + Response

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32
Q

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?

A

Sequence runtime value

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33
Q

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?

A

Activate the glide.sys.log_impersonation prop

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34
Q

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

A. Supports advanced developers

D. Less manual scripting

E. Smooth integration with 3rd party systems

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35
Q

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?

A

Performance Analytics

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36
Q

What resource can you use to view details of the tables and configuration items (CIs) associated with a particular use case?

A

Common Service Data Model (CSDM) product view

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37
Q

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?

A

User session has timed out

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38
Q

A Role is defined as what?

A

A collection of permissions

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39
Q

On a filter condition, which component is always a choice list?

A

Operator

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40
Q

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

A

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

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41
Q

What type of query allows you to filter list data using normal words, instead of the condition builder?

A

Natural Language Query

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42
Q

What controls the publishing and retiring process for knowledge articles?

A

Workflows

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43
Q

When impersonating a user for testing purposes, what is the best way to return the instance, logged in with your user account?

A

End Impersonation

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44
Q

What are the components that make up a filter condition? (Choose three.)

A. Operator
B. Match Criteria
C. Value
D. Column
E. Field

A

A. Operator

C. Value

E. Field

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45
Q

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

A. Local Sources (i.e. XML, CSV, Excel)

C. DataHub

D. JDBC Connection

F. LDAP Connection

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46
Q

On a Business Rule, the When setting determines at what point the rule executes. What are the options for specifying that timing?

A

Before, After, Async, Display

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47
Q

What function do you use to add buttons, links, and context menu items on forms and lists?

A

UI Actions

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48
Q

Group records are stored in which table?

A

Group [sys_user_group]

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49
Q

On a Form header, what is the three bar icon called?

A

Additional Actions or Context Menu

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50
Q

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?

A

Many to Many

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51
Q

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

A

B. Context Menu > Configure > Form Layout

C. Context Menu > Configure > Form Designer

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52
Q

Which feature allows you to automate business logic for a particular application or process such as approvals, tasks notifications, and record operations?

A

Flows

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53
Q

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

A

Virtual Agent

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54
Q

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

A

Transform Map

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55
Q

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

A. Group

C. My reports

F. Global

I. All

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56
Q

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

A

Drag the data pill onto the flow definition

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57
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

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58
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

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59
Q

What is a key difference between Reporting and Performance Analytics?

A

Performance Analytics contains snapshots of data taken over time; Reporting shows only the data as it is, at the moment the report is run.

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60
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

Impersonate the user

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61
Q

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

A

Flow Designer

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62
Q

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

A

Load Data

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63
Q

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

A

Process Automation > Flow Designer

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64
Q

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

A

Reference

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65
Q

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

A

Log out and back in

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66
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 Event Room Set Up; then publish to both Catalogs.

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67
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

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68
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

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69
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

Add the Department Manager group to the catalog item’s user criteria

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70
Q

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

A

Configuration item

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71
Q

Which icon would you double click, to expand and collapse the list of all Applications and Modules?

A

Application

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72
Q

What is specified in an Access Control rule?

A

Object and Operation being secured; Permissions required to access the object

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73
Q

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

A

Batch

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74
Q

What is a no-code approach to control the mandatory or read-only state of a form field?

A

UI Policy

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75
Q

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

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.

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76
Q

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

A. System Properties > Security

E. System Security > Access Control (ACL)

G. System Security > High Security Settings

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77
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.

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78
Q

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

A

Knowledge

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79
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

Automatic Mapping

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80
Q

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

A

Apply filter, right click on column header, select Bar Chart

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81
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

Service Level Agreements

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82
Q

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

A. UI action

B. Table

D. Who can run

E. Script to run

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83
Q

What icon do you use to change the label on a Favorite?

A

Pencil

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84
Q

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

A

Update Sets

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85
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 Not Available list to specify the Manager Group

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86
Q

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

A

sys_id

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87
Q

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

A

Plugin

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88
Q

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

A

Common Service Data Model (CSDM)

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89
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. 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

A

B. Right click on form header, select Configure > Form Layout

C. Click on context menu, select Configure > Form Designer

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90
Q

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

A. Homepages

B. Data

E. Schedules

F. Database changes

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91
Q

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

A. Now Mobile Apps

D. Service Portals

E. Now Platform User Interfaces

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92
Q

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

A

Activate application spoke, and plug-ins as needed

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93
Q

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?

A

The manager is not a member of the Network and Hardware groups.

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94
Q

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?

A

Common Services Data Model (CSDM)

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95
Q

What protects applications by identifying and restricting access to available files and data?

A

Access Control Rules (ACL)

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96
Q

IntegrationHub enables execution of third-party APIs as a part of a flow. These integrations are referred to as…

A

a spoke

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97
Q

What are the steps to retrieve an Update Set?

A

Verify Update Set is Complete, Test Connection, Commit

98
Q

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

A

Data Policies run regardless of how data is entered into ServiceNow, while UI Policies are used for form interactions

99
Q

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

A

Cl Class Manager

100
Q

What are the steps use to import new data into ServiceNow from a spreadsheet?

A

Load Data, Create Transform Map, Run Transform

101
Q

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

A

System Import Sets

102
Q

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

A. For a specific role, group, or user
B. For a specific row, column, or table
C. For specific groups
D. For a specific CMDB Configuration item

A

B. For a specific row, column, or table

103
Q

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

A

u_abc

104
Q

What is a sys_id?

A

Unique 32-character identifier that is assigned to every record

105
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

B. A column is one field and a record is one row

106
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

Task [task]

107
Q

What are two ways to generate an Event?

A
  1. Business Rule
  2. Workflow
108
Q

What is a Notification?

A

A tool for alerting users that events that concern them have occurred

109
Q

How is a group defined in ServiceNow?

A

A group is one record stored in the Group [sys_user_group] table

110
Q

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

A

Template

111
Q

What is used to categorize, flag, and locate records?

A

Tags

112
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

D. Incident > Assigned to me

113
Q

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

A

Banner frame

114
Q

How are local flow variables accessed in the Flow Designer Data panel?

A

As data pills

115
Q

Where in Flow Designer can users access information about actions that are added to the flow?

A

Help Panel

116
Q

Which plugin needs to be activated in order to translate the content of a catalog item to multiple languages?

A

Localization Framework plugin(com.glide.localization_framework)

117
Q

Which certificate-based authentication methods can be enabled so that users can log into the Service Portal?

A

Common Access Card (CAC)

Personal Identify Verification (PIV)

118
Q

How can administrators utilize the same content for different notification channels?

A

Provide Common notification content

119
Q

Which plugin allows users to install multiple applications, application-customizations. or plugins at once?

A

Continuous Integration and Continuous Delivery (CICD) SpokeBatch Install

120
Q

The ServiceNow Virtual Agent provides assistance within a messaging interface. Which capability allows end users to configure Virtual Agent to intercept and help resolve submitted incidents?

A

Incident Auto-Resolution

121
Q

Which fields can be configured in reporting to perform arithmetic, coalesce, concatenation, and length?

A

Function fields

122
Q

When using the Performance Analytics application in the Now Platform, what kind of KPI signals are used to make decisions that statistically support long term workflow stability?

A

Anti-signals

123
Q

New records, new groups, and modified configuration Items (Cls): what do they have in common?

A

They are not captured in an Update Set

124
Q

When does the Submit button appear on a form?

A

When creating a new record

125
Q

What are the three permission requirements that must evaluate to true for an access control rule to apply?

A

Conditions

Roles

Script

126
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, schedules, and client scripts
B. Changes made to tables, forms, views, and fields
C. Changes made to: tables, forms, Business Rules, and data records
D. Changes made to: tables, forms groups, and configuration items (Cls)

A

D. Changes made to: tables, forms groups, and configuration items (Cls)

127
Q

What is an Event in ServiceNow?

A

An Event is an indication to the ServiceNow processes that something has occurred

128
Q

What Is the purpose of the Filter navigator In the Application Navigator?

A

Quickly navigate to applications and modules

129
Q

What is the purpose of the Event Registry?

A

The Event Registry is a list of all Events that have successfully completed after being Invoked by a script

130
Q

In addition to the admin role, what other role allows a user to add or remove fields from a list?

A

personal_list

131
Q

What is NOT an example of a UI Action?

A. Search
B. Form buttons
C. list Buttons
D. Related Links

A

Search

132
Q

How do you make a list filter available to everyone?

A

Assign a group, set visibility, and save

133
Q

A change request has been approved and assigned to you as the system administrator to change the Incident number prefix from the default of ‘INC’ to the company standard IN.’ What are the next steps to be taken?

A

Go to the Number Maintenance application and change the prefix to ‘IN’ for incident

134
Q

What is the purpose of a Data Policy?

A

Data Policies enforce data consistency

135
Q

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

A. Feature
B. Guided boards
C. Flexible
D. Freeform

A

A. Feature

136
Q

What ServiceNow tables can Administrators define as ‘destinations’ for imported data, when using Transform Maps in the System Import Sets application?

A

The Incident. Problem. Change, Task, and Service Catalog tables are the only tables that can be a destination for imported data in the Transform Map module

137
Q

What kind of data can Import Sets use to populate tables in ServiceNow?

A

XML, CSV, and Excel

138
Q

Which one of the following statements is true?

A. When an incident form is saved, all the Work Notes field text is recorded to the Activity Log field
B. When an incident form is saved, the Work Notes field text is overwritten each time work is logged against the incident
C. When an incident form is saved, the impact field is calculated by adding the Priority and Urgency values
D. When an Incident form is saved, the Additional Comments field text is cleared and recorded to the Work Notes section

A

A. When an incident form is saved, all the Work Notes field text is recorded to the Activity Log field

139
Q

What are the three components of a filter condition?

A

Field, Operator, and Value

140
Q

What is a role in ServiceNow?

A. A role is one record in the Role [sys_user_role] table
B. A role is one record in the Role [user_sys_role] table
C. A role is a persona used In Live Feed Chat
D. A role Is a set of modules for a particular application

A

A. A role is one record in the Role [sys_user_role] table

141
Q

Which one of the following modules can be used to view field settings for a table?

A. Tables & Columns
B. Access Control
C. Columns and Fields
D. Tables and Fields

A

A. Tables & Columns

142
Q

Which configuration allows you to use a script to coalesce data in Import Sets?

A

Conditional coalesce

143
Q

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

A

You should assign roles to groups
You should add users to groups

144
Q

Which one of the following statements describes a characteristic of role assignment?

A. Roles can contain other roles, when you are assigned a role, you inherit all the roles within that role
B. Users can click on the Personalize Role feature to try different roles
C. A role is granted to a user by the System Administrator
D. Each user has a role in the ServiceNow platform

A

A. Roles can contain other roles, when you are assigned a role, you inherit all the roles within that role

145
Q

True or False: UI Action can prompt that an Incident has been successfully submitted.

A

False.

Client Scripts can prompt that an incident has been successfully submitted.

146
Q

True or False: Data Policy can enforce mandatory data on import.

A

True

147
Q

Which are states that you can make a field on a form using UI Policy? (Choose three)

A. read-only
B. write-only
C. Necessary
D. Mandatory
E. Empty
F. Hidden

A

A. read-only

D. Mandatory

F. Hidden

UI Policy can make fields on a form read-only, mandatory, or hidden.

148
Q

True or False: UI Policy can make fields read-only, mandatory, or hidden.

A

True.

UI Policies can make fields on a form read-only, mandatory, or hidden.

149
Q

True or False: Business Rules are used to enforce mandatory data on a form.

A

False.

Data Policies are used to enforce mandatory data on a form.

150
Q

True or False: The application server and the database live at the Data Center.

A

True.

The web browser is the only thing that is installed on the client.

151
Q

What refers to an application or system that accesses a remote service or another computer system, known as a server?

A

CLIENT refers to an application or system that accesses a remote server or another computer system, known as a server.

152
Q

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

A

Service Catalog

153
Q

What defines conditions that are evaluated against users to determine which users can create, read, write, and retire knowledge articles?

A

User Criteria

154
Q

What is the purpose of flagging an article in a knowledge base?

A

Allow a user to submit feedback about an article

155
Q

What are the two pathways to view feedback left on a published article?

A

Knowledge > articles > My Flagged

Knowledge > articles > Published

156
Q

What is a way that you can mark a knowledge article for review?

A

Flag article

157
Q

What are the four knowledge workflows available in the ServiceNow base instance?

A

Approval publish: Request approval from a manager of the knowledge base before moving the article it the publish state

Instant Publish: Immediately publishes a draft article without requiring an approval

Instant Retire: Immediately retires a published article without requiring an approval

Retire Knowledge: Moves a knowledge article to the retired state.

158
Q

True or False: Each knowledge bases can have unique lifecycle workflows, user criteria, category structures, and management assignments.

A

True

159
Q

True or False: Knowledge articles within a knowledge base are grouped by category.

A

True

160
Q

What is the master table that contains a record for each table in the database?

A

[sys_db_object]

161
Q

True or False: Record numbers have to be manually incremented.

A

False

162
Q

Which application is used to change the number format per table?

A

Number Maintenance

163
Q

What are tables made of?

A

Records and Fields

164
Q

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

A

Record

165
Q

What are the two aspects to LDAP Integration?

A

Data Population: ServiceNow LDAP integration allows one to quickly and easily populate ServiceNow with user records from an existing directory.

Authentication: Users can utilize the same credentials for the ServiceNow platform that they use for other internal resources on a company domain.

166
Q

What are the 5 provided Roles by ServiceNow?

A

System Administrator: The admin role provides access to all platform features, applications, functions and data.

Specialized Administrator: Specialized administrator roles manage specific functions or applications, such as Assignment Rules, Knowledge base, reports, or web services

Fulfiller: Users with the ITIL role may fulfill ITIL activities associated with the ITIL workflow, including Incident and Change management.

Approver: Users with the Approver user role can perform all requester actions and may view or modify approval records directed to the approver

Requester: Also known as Employee Self Service (ESS) users, these users have no roles but can submit and manage their own requests, access public pages, etc.

167
Q

A role is recorded in which table?

A

[sys_user_role]

168
Q

What are the 6 methods available for user authentication?

A

Local Database: The user name and password in their user record in the instance database.

Multifactor: The user name and password in the database and passcode sent to the user’s mobile device that has Google Authenticator installed

LDAP: The user name and password are accessed via LDAP in the corporate directory, which has a matching user account in the database.

SAML 2.0: The user name and password configured in a SAML identity provider account, which has a matching user account in the database.

OAuth 2.0: The user name and password of OAuth identity provider, which has a matching user account in the database.

Digest Token: An encrypted digest of the user name and password in the user record.

169
Q

A group is stored in which table?

A

[sys_user_group]

170
Q

User is stored in which table?

A

User [sys_user]

171
Q

What displays a set of records from a table?

A

List

172
Q

True or False: Configuration will not affect what others see on their forms.

A

False

Configuration affects what users will see. However, personalizing a list will not affect what others see on their forms. Personalization affects you as a user, configuration can affect everyone’s view of a form.

173
Q

Which type of interface enables you to display multiple performance analytics, reporting and other widgets on a single screen?

A

Dashboard

174
Q

What are the 6 common types of Interfaces?

A

Homepage: Consists of navigational elements, functional controls, and platform information.

List: Display records from a data table, as well as allow you to edit the record information using the List Editor functionally.

Form: Data is entered into ServiceNow through forms

Dashboard: Enable you to display multiple performance analytics, reporting and other widgets on a single screen.

Maps: Display ServiceNow data graphically on a Google map

Timelines: Used to track tasks or projects

175
Q

What are the main UI component(s) of the ServiceNow Platform?

A

Banner

Application Navigator

Content Frame

176
Q

True or False: ServiceNow is a single-instance, multiple tenant architecture?

A

False

177
Q

Which one of these applications is available to all users?

A. Change
B. Incident
C. Facilities
D. Self-Service

A

D. Self-Service

178
Q

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

A. Roles
B. Conditional Expressions
C. Assignment Rules
D. Scripts
E. User Criteria
F. Groups

A

A. Roles

B. Conditional Expressions

D. Scripts

179
Q

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

A. XML feed
B. Local database
C. LDAP
D. SSO
E. FTP authentication

A

B. Local database

C. LDAP

D. SSO

180
Q

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

A

Task

181
Q

What is the purpose of a Service Catalog workflow?

A

A Service Catalog workflow is used to drive complex fulfillment processes and sends notifications to defined users or groups

182
Q

What is the purpose of a Related List?

A

To present related records

183
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

184
Q

A knowledge article must be in which state to display to a user?

A

Published

185
Q

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

A

Stats module

186
Q

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

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

A

C. The new table inherits all of the fields of the parent table and can also contain new fields unique to itself

187
Q

The baseline Service Catalog homepage contains links to which components?

A

Record Producers, Order Guides, and Catalog Items

188
Q

How are Workflows moved between instances?

A

Workflows are moved using Update Sets

189
Q

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

A

Multiple Choice, Select Box, and Checkbox

190
Q

What allows a user to edit field values in a list without opening the form?

A

List Editor

191
Q

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

A

Maintain Items

192
Q

What is a characteristic of importing data into ServiceNow?

A. An existing Transform Map can be used one time on the same import set
B. Coalesce fields are used only after running Transform
C. Any user can manage and set up import sets
D. An existing Transform Map can be used multiple times on the same import set

A

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

193
Q

What is the Import Set Table?

A

A staging area for imported records

194
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 record producer

195
Q

What is a Record Producer?

A

A Record Producer is a type of a Catalog Item that allows users to create task-based records from the Service Catalog

196
Q

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

A

Roles

197
Q

What is a Dictionary Override?

A

A Dictionary Override sets field properties in extended tables

198
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

199
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

200
Q

What information does the System Dictionary contain?

A

The definition for each table and column

201
Q

What is the function of user impersonation?

A

Testing and visibility

202
Q

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

A. Banner Image
B. Record Number Format
C. Browser Tab Title
D. System Date Format
E. Form Header Size

A

A. Banner Image

C. Browser Tab Title

D. System Date Format

203
Q

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

A. 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
B. By default, an Update Set includes customizations, Business Rules, and homepages
C. An Update Set is a group of customizations that is moved from Production to Development
D. By default, the changes included in an Update Set are visible only in the instance to which they are applied

A

A. 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

204
Q

What is a schema map?

A

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

205
Q

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

A

Dot-Walking

206
Q

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

A. Names of Applications and Modules
B. Names of Modules
C. Names of Applications
D. Favorites
E. History Records
F. Titles of Dashboard Gauges

A

A. Names of Applications and Modules

B. Names of Modules

C. Names of Applications

D. Favorites

207
Q

What is a formatter?

A

A formatter is a form element used to display information that is not a field in the record

208
Q

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

A. Service Processes
B. User Permissions
C. Tables and Fields
D. A Database
E. The Dependency View

A

A. Service Processes

C. Tables and Fields

D. A Database

E. The Dependency View

209
Q

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

A

Connect Chat

210
Q

What is the purpose of an Order Guide?

A

Order Guide provide the ability to order multiple, related items as one request

211
Q

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

A

Base Tables

212
Q

What type of client scripts are supported in ServiceNow?

A

onSubmit

onCellEdit

onLoad

onChange

213
Q

True or False: Can a business rule can be a piece of Javascript?

A

True

214
Q

In what order should filter elements be specified?

A

Field, Operator, then Value

215
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 contains the Business Rules that direct the intangible, configurable assets used by a company
C. The CMDB archives all Service Management PaaS equipment metadata and usage statistics
D. The CMDB contains ITIL process data pertaining to configuration items

A

A. The CMDB contains data about tangible and intangible business assets

216
Q

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

A

Mapping fields using a Field Map

217
Q

Which one statement correctly describes Access Control rule evaluation?

A . Rules are evaluated using roles. The role with the most permissions evaluates the rules first
B . If more than one rule applies to a row, the older rule is evaluated first
C . If a row level rule and a field level rule exist, both rules must be true before an operation is allowed
D . Rules are evaluated from the general to the specific, so a table rule must be active to continue

A

C. If a row level rule and a field level rule exist, both rules must be true before an operation is allowed

218
Q

Which one of the following statements 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 filtering options, assigning tags, and search
C. It displays actions related to viewing and filtering the entire list
D. It displays actions such as view form, view related task, and add relationship

A

A. It displays actions such as creating quick reports, configuring the list, and exporting data

219
Q

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

A

Service Catalog variables are global by default

220
Q

What is used to initiate a flow?

A

A Trigger

221
Q

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

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

A

A. Avoid using the Default Update set as an Update Set for moving customizations from instance to instance

222
Q

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

A. Records
B. UI Pages
C. Lists
D. Forms

A

UI Pages

223
Q

A REQ number in the Service Catalog represents…

A

the order number.

224
Q

Table Access Control rules are processed in the following order:

A. any table name (wildcard), parent table name, table name
B. table name, parent table name, any table name (wildcard)
C. parent table name, table name, any table name (wildcard)
D. any table name (wildcard), table name, parent table name

A

B. table name, parent table name, any table name (wildcard)

225
Q

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

A . They run behind the scenes.
B . They are the building blocks.
C . They are optional.
D . They provide options.

A

B. They are the building blocks.

226
Q

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

A

UI Action

227
Q

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

A. Send Notifications
B. Log Out ServiceNow
C. Elevate Roles
D. Impersonate Users
E. Order from Service Catalog
F. Approve Records

A

B. Log Out ServiceNow
C. Elevate Roles
D. Impersonate Users

228
Q

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

A

A request

229
Q

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

A

Favorite

230
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)

231
Q

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

A. Most recent update
B. Popularity
C. Relevancy
D. Manager assignment
E. Number of views

A

A. Most recent update

C. Relevancy

E. Number of views

232
Q

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

A. List column heading
B. Metrics module
C. Statistics module
D. View / Run module

A

A. List column heading

D. View / Run module

233
Q

The display sequence is controlled in a Service Catalog Item using…

A

The Order field in the Variable form

234
Q

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

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

A

C. A metric is used to measure and evaluate the effectiveness of IT service management processes

235
Q

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

A. If a match is found using the coalesce fields, the existing record is updated with the information being imported
B. If a match is not found using the coalesce fields, the system does not create a Transform Map
C. If a match is found using the coalesce fields, the system creates a new record
D. If a match is not found using the coalesce fields, the existing record is updated with the information being imported

A

A. If a match is found using the coalesce fields, the existing record is updated with the information being imported

236
Q

A Service Catalog may include which of the following components?

A. Order Guides, Exchange Rates, Calendars
B. Order Guides, Catalog Items, and Interceptors
C. Catalog Items, Asset Contracts, Task Surveys
D. Record Producers, Order Guides, and Catalog Items

A

D. Record Producers, Order Guides, and Catalog Items

237
Q

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

A. System Properties > Security

E. System Security > Access Control (ACL)

G. System Security > High Security Settings

238
Q

In what order are access controls evaluated?

A

Access controls are evaluated first at the table-level (most specific to most general), then at the field-level (most specific to most general).

239
Q

What types of permissions can be configured in an access control rule?

A

Conditions, Roles, and a Script that sets the ‘answer’ variable to true or false can be configured in an access control.

240
Q

Which elevated role is required to modify access control rules?

A

security_admin

ServiceNow CSA (1 decks)

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