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ServiceNow Mock exam Flashcards

1
Q

What section on a task record would you use to see the most recent update made to a record?

  • Journal
  • Timeline
  • Update log
  • Audit log
  • Diary
  • Activity
A

Activity

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2
Q

What are examples of UI actions, relating to lists? Choose 4

  • List buttons
  • List context menu
  • List choices
  • List links
  • List control
  • Lists overwrite
A
  • List buttons
  • List context menu
  • List choices
  • List links
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3
Q

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

  • Flows
  • Action sequence
  • Flow diagrams
  • Action sets
  • Task flows
A
  • Flows
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4
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 that runtime value?

  • Data pill runtime value
  • Sequence runtime value
  • Starting runtime value
  • Trigger runtime value
  • Input runtime value
A
  • Data pill runtime value
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5
Q

The employee on-boarding team has asked for a way for managers to order computers, monitors, business cards, and cell phones for new employees. How would you proceed to meet this requirement?

  • Create order guide
  • Create requested item
  • Create record producer
  • Create on boarding bot
A
  • Create order guide
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6
Q

Which resource would you use to determine if a specific user could contribute to a particular knowledge base?

  • User criteria diagnostics
  • Sn_kb_author role
  • User criteria job log
  • Knowledge author group
  • KB author group
A
  • User criteria diagnostics
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7
Q

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

  • No users
  • Itil users
  • Users with kb_user role
  • Any user with an articles for permalink
  • Any active user
A
  • Any active user
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8
Q

While showing a customer their incident form, they ask to change the priority field title to display their internal terminology Pvalue. How would you do that? Choose 2 answers

  • Right click on priority and select configure dictionary
  • Right click on priority and select configure label
  • Right click on priority and select configure display settings
  • Right click on priority and select configure column
A
  • Right click on priority and select configure dictionary
  • Right click on priority and select configure label
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9
Q

What access does a user need to be able to import articles to a knowledge base?

  • Sn_knowledge_import
  • Sn_knowledge_contribute
  • Can contribute
  • Sn_knowledge_write
  • Can write
  • Can import
A
  • Can contribute
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10
Q

What controls the publishing and retiring process for knowledge articles?

  • Workflow designer
  • Workflows
  • State life cycle
  • Approval policies
  • Approval definitions
A
  • Workflows
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11
Q

What is an advantage of defining relationship types between CI classes?

  • Improves data quality, as the Cis will automatically be related when CMDB is activated
  • It prevents users from relating Cis incorrectly
  • It automates the loading of the CI dependency view
  • Makes relating Cis easier, because predefined relationship suggests which type of Cis should be
A
  • Makes relating Cis easier, because predefined relationship suggests which type of Cis should be
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12
Q

When using the CI dependency view, how would you view the relationship between one CI and another CI?

  • Right click, view relationship
  • Click on the plus to expand cluster
  • Click down arrow, view relationship
  • Hover on connection line
A
  • Hover on connection line
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13
Q

Of the CI tables, which is a base table of the CMDB hierarchy?

  • ECMDB
  • CMDB_rel_ci
  • CMDB_ci
  • Cmdb
  • Ecmdb_rel_ci
A
  • Cmdb
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14
Q

What table acts as a staging area for records imported from a data source?

  • Staging table
  • Temp table
  • Transform table
  • Import set row table
A
  • Import set row table
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15
Q

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

  • Sys IDs
  • Match fields
  • Coalesce fields
  • Key fields
A
  • Coalesce fields
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16
Q

What module enables an administrator to define destinations for imported data on any SN table?

  • Field transform
  • Schema map
  • Import map
  • Transform map
A
  • Transform map
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17
Q

The customer wants all users to have access to the records in the offerings table. What setting on access control definition would you use to grant access to all of the offering table records?

  • Offering.None
  • None.Offering
  • Offering.Name
  • Offering
A
  • Offering.None
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18
Q

A manager wants to review a snapshot of month end sales performance data, as compared to sales target. 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?

  • Schedule reports, a custom snapshot table and projection report
  • Scheduled reports, a custom snapshot table and a trend report.
  • Performance analytics
  • Scheduled reports and excel
  • Key performance indicators
A
  • Performance analytics
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19
Q

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

  • Field
  • Factor
  • Data point
  • Item
  • Element
A
  • Field
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20
Q

What do you click when you have made modifications to your report, and you want to see the results without saving?

  • Run
  • Execute
  • Test
  • Preview
  • Try it
A
  • Run
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21
Q

The report designer contains different sections for configuring your report. Which section is used to specify grouping and calculations to be run against the data?

  • Data
  • Format
  • Configure
  • Style
  • Group by
A
  • Configure
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22
Q

What section on the notes tab shows the history of the work documented on the record?

  • Journal
  • Activity
  • Timeline
  • Audit log
  • Diary
A
  • Activity
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23
Q

Your customer wants to update a notification, so it is sent to the caller and also to the manager of the caller. How would you approach this requirement?

  • Set who will receive to subscribable
  • On the send to tab, add caller field, dot walk to caller’s manager to add manager
  • Create workflow and include a notification in the workflow
  • On who will receive tab, select copy manager checkbox
  • On who will receive tab, add caller field, dot walk to caller’s manager to add managers
A
  • On who will receive tab, add caller field, dot walk to caller’s manager to add managers
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24
Q

An IT User calls the service desk because they need to work on task records. All they can see is self-service on their homepage when they log into the SN instance. What issue could explain this? Choose 2 answers

  • Their user record was not approved by their managers
  • That user account does not belong to any group which contains the ITIL role
  • Their user account is not logged in properly
  • Their user account does not have ITIL role
  • That user account failed LDAP authentication
A
  • That user account does not belong to any group which contains the ITIL role
  • Their user account does not have ITIL role
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25
Q

What type of rules specify which user groups are responsible to work on different types of tasks?

  • On call
  • Assignment
  • Routing
  • Calendar
  • Escalation
A
  • Assignment
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26
Q

Using the module.system properties > my company, what branding options are available?

  • Banner image, banner text, colour scheme
  • Company name, company logo
  • Banner image, banner text
  • Company name, company logo, colour scheme
A
  • Banner image, banner text
27
Q

From form designer, how would you define a section, so it displays as a tab?

  • Click the gear and check the tab option
  • Click context menu > configure tabs
  • Add .tab at the end of the section name
  • Add _tap to the end of the section name
  • Name the section
A
  • Name the section
28
Q

When looking at a long list of records you want to quickly filter, to show only those which have category of hardware. How might you do that?

  • On breadcrumbs, click > icon, type hardware and click enter
  • Right click on the magnifier, type hardware and click enter
  • Click funnel icon, type hardware and click enter
  • On the list, locate and right click on the value Hardware, select show matching
  • On the category column header, right click and select show > hardware
A
  • On the list, locate and right click on the value Hardware, select show matching
29
Q

Groups are defined as what?

  • An escalation pod
  • A collection of subject matter experts
  • A department
  • A team of users
  • A collection of users
A
  • A collection of users
30
Q

What is the best way to learn about performance analytics

  • Use the SN wiki
  • Schedule a demo with SN sales team
  • Take a SN performance analytics course on Now learning
  • Activate the plugin on your production environment and start the default data collectors
A
  • Take a SN performance analytics course on Now learning
31
Q

A subject matter expert routinely receives tasks which have been worked by first and level support before receiving the assignment. What could you suggest, to make it easier for the expert to read only the work notes in the activity log?

  • Click contexts menu > work notes view
  • Click funnel icon and select only work notes
  • Click context menu > history
  • Click personalize icon and select activity stream
  • Right click form header > form layout > add work note section
A
  • Click funnel icon and select only work notes
32
Q

For a customer’s inventory application, several inventory applications fields are needed on an inventory ticket. This ticket will be assigned to inventory support team members. How would you start to implement this requirement?

  • Create inventory table as a new base table, then add inventory specification fields as needed
  • Create inventory table with the inventory specification fields. In create view between the inventory and task table
  • Create the inventory table with the inventory specification fields, then create many to many relationships between the inventory and the task table
  • Create inventory table as an extended table from the task table, then add the inventory specification fields, as needed
A
  • Create inventory table as an extended table from the task table, then add the inventory specification fields, as needed
33
Q

When using the report designer, it is best practice to make a copy of an existing report, then make modification to your copy of that report. When viewing the report inside the designer, how would you make a copy of the report?

  • Click on the paper icon and select create new
  • Click on the down triangle and select insert and stay
  • Click on the properties tab and select save as
  • Click on the context menu and select insert and stay
  • Click on the funnel icon and create copy
A
  • Click on the down triangle and select insert and stay
34
Q

Skip

A

Skip

35
Q

While testing a catalog item for ordering an expensive computer, the mandatory approval is being skipped for a requester Bob Smith, but not for any of the other requests. What could explain the issue?

  • The manager does not have a delegate assigned
  • There is a business rule, excluding Bob Smith from any approvals
  • The Bob Smith user account does not have a manager specified
  • Bob Smith is a VIP
  • Bob Smith does not have a delegate set up on his account
A
  • Bob Smith is a VIP
36
Q

What module do you use to access the reports that are available to you?

  • Self-service > my reports
  • Reports > overview
  • Reports > home page
  • Reports > view/run
  • Self-service > my dashboards
A
  • Reports > view/run
37
Q

Why is it recommended that you limit update sets to maximum of 100 records? Choose 2 answers

  • Comply with ISO audit requirements
  • Smaller update sets can be imported to production during business hours
  • Reduce potential conflicts
  • Improve ability to troubleshoot issues with the default update set
  • Make it easier to identify and review changes
  • Keeps update set logs shorter
  • Make it easier for developers to organize their work
A
  • Reduce potential conflicts
  • Make it easier to identify and review changes
38
Q

Which flow components allow you to specify when a flow should be run?

  • Trigger and condition
  • Trigger and condition pill
  • Condition and table
  • Scope and trigger condition
  • Trigger criteria and clock
A
  • Trigger and condition
39
Q

A customer has asked for the following updates to a form: Make resolution code mandator, when state is changed to resolved, hide major incident checkbox, unless logged in user as major incident manager role. What type of rules would you use to implement this requirement?

  • Field lipper
  • UI policy and actions
  • UI design
  • Dictionary design
  • Form constraint
A
  • UI policy and actions
40
Q

What utility enables process owners to other cross enterprise workflows within a single unified process?

  • Flow editor
  • Floor designer
  • Workflow manager
  • Process owner dashboard
  • Process workflow designer
  • Process automation designer
  • Process flow manager
A
  • Process automation designer
41
Q

Which type of script runs in the browser?

  • Flow designer actions
  • Script includes
  • Business rules
  • ACL scripts
  • Transform maps
  • UI policies and client scripts
A
  • UI policies and client scripts
42
Q

It time for end user is based on the round trip between the client and the server. What activities are included in the round trips?

  • Submit + query
  • Request + response
  • Insert + verify
  • Save + update
  • Write + read
A
  • Request + response
43
Q

What instance resource allows you to access guided tours, information about actions, and instruction on how to use inputs and outputs in your flow?

  • Getting started
  • Wiki
  • Help panel (question mark icon)
  • Docs
  • User guide
  • Community
A
  • Getting started
44
Q

Here is an example of the criteria set for a knowledge base: Companies: ACME North America, department: HR, groups: ACME Managers, match all: yes. In this example, what user would have access to this knowledge base?

  • Members of the ACME managers group, and HR department, regardless of geography
  • Employees of the ACME NA who are members of the HR department or the ACME managers group
  • Members of the ACME manager group, who are also members of HR departments and part of ACME NA
  • Users which are members of either ACME NA, or HR department or ACME managers group
A
  • Members of the ACME manager group, who are also members of HR departments and part of ACME NA
45
Q

What is a set of conditions applied to a table list to show as subset of the data?

  • Mask
  • Divisor
  • Filter
  • Funnel
  • Query
A
  • Filter
46
Q

What are the different ways you can create a favourite for a particular record? Choose 2 answers

  • From the record related links, click add favourites
  • From the record form header, click the star icon
  • From the record form header, click additional action menus and select create favourite
  • From list, click the star icon
  • From list, drag record number to favourites on the navigator
  • From the record form header, click paperclip icon
A
  • From the record form header, click additional action menus and select create favourite
  • From list, drag record number to favourites on the navigator
47
Q

If you have the impersonate role, what type of user are you not able to impersonate?

  • Extended security admin
  • Security desk users
  • Special agents
  • Government customers
  • Security incident response users
A
  • Extended security admin
48
Q

On a list, what part of the table does each colum show?

  • An element
  • A relationship
  • A record
  • An attribute
  • A field
A
  • A field
49
Q

Which type of field allows you to enter freely using letters, numbers and special characters?

  • Multi line text
  • Single line text
  • Open text
  • Text
  • String
A
  • String
50
Q

To quickly return to your instances home page, what item would you click?

  • Star icon
  • Shortcuts icon
  • Navigation header
  • Gear icon
  • Instance logo
  • User menu
A
  • Instance logo
51
Q

Which admin role is required to make changes to high security settings?

  • Ad_admin
  • High_sec_admin
  • Sn_ad_admin
  • Admin
  • Security_admin
A
  • Security_admin
52
Q

With the admin role, a user would have access to all platform features, functions and data, with what exceptions?

  • High security and HR
  • HR and security operations
  • Employee personality identification information and security operations
  • HR and enterprise CMDB
  • Security operations and vulnerability response
A
  • HR and security operations
53
Q

From the my approval module, you want to quickly authorize a request. How can you do this quickly from the list view?

  • Right click on the requested state, select approve
  • Right click on the approval number, select approve
  • Select approval record by checking box, click on green check
  • Right click on the approval number, select approved, click green check
A
  • Right click on the approval number, select approve
54
Q

What attributes can you manage using system properties > basic configuration UI16? Choose 5 answers

  • Default calendar
  • Default region
  • Base theme
  • Preferred browser
  • Font style
  • Banner image
  • Start-up sound
  • Browser tab title
  • Animation style
  • User photo icon on/off
  • Module text colour
  • Header background colour
  • Default homepage
A
  • Base theme
  • Banner image
  • Browser tab title
  • Module text colour
  • Header background colour
55
Q

What module do you use to access the full screen view of connect?

  • Connect > dashboard
  • Connect > workspace
  • Connect > connect chat
  • Connect > tools > workspace
  • Connect > agent workspace
A
  • Connect > connect chat
56
Q

A new employee joins the IT department and needs to perform work assigned to network and hardware groups. How would you set up their access? Choose 3 answers

  • Add user account to hardware group
  • Add user account to ACL
  • Add user account to itil group
  • Create user account
  • Add user account to IT knowledge base
  • Add user account to network group
A
  • Add user account to hardware group
  • Create user account
  • Add user account to network group
57
Q

When would you use the following steps? I) homepage admin > pages, ii) Right click on homepage record, iii) Select unload portal page

  • To add a homepage to an update set
  • To delete homepage
  • To publish a homepage to the portal
  • To retire homepage
A

-To add a HomePage to an update set

58
Q

On a business rule, when setting determines at what points the rule executes, what are the options for specifying that timing?

  • Prior to, synchronous, on update
  • Insert, update, delete, query
  • Before, synchronous, schedule job, views
  • Before, after, async, display
A
  • Before, after, async, display
59
Q

What is the language used for scripting in SN?

  • Perl
  • Python
  • JavaScript
  • C++
  • PHP
  • Glide
A
  • JavaScript
60
Q

Which script can run when a record is displayed, inserted, updated, deleted, or when a table is queried?

  • Client script
  • Business rule
  • UI script
  • Scheduled job
  • Record rule
A
  • Business rule
61
Q

What process allows user to create, categorise, review, approve and browse important information in a centralized location that is shared by the entire organization?

  • Self-service management
  • Knowledge-centered management
  • Knowledge management
  • Business information management
  • Information portal management
A
  • Knowledge management
62
Q

Which storefront is a single location for accessing prebuilt spokes, to quickly integrate with 3rd party services to build and share content?

  • Integration portal
  • Integration store
  • SN spoke store
  • Integration one stop
  • SN store
  • Integration spoke hub
  • Spoke stor
A
  • SN store
63
Q

Which role can manage multiple knowledge bases?

  • Sn_kb_admin
  • Kb_admin
  • Knowledge_admin
  • Knowledge_base_admin
A
  • Knowledge_admin
64
Q

You are creating a catalog item for ordering a new desltop computer. The computer has these options: colour – black or silver, ram – 32 or 64 MB, keyboard – standard or economic, monitor – 24 or 32 inch. How would you add this option to the catalog item form?

  • Add choices
  • Add UI options
  • Add variables
  • Add fields
A
  • Add variables

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