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SNow > SNow CSA Exam > Flashcards

SNow CSA Exam Flashcards

1
Q

What does Order guide refer to in Service Catalog?

A

Bundled Request

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2
Q

What does “Installation Exits” represents?

A

It contains details for how user will be redirected once he is logged out from the instance

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3
Q

ACL is part of which security?

A

Contextual Security

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4
Q

A __________ is a saved version of a personalised form or list

A

View

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5
Q

Which is true when new table extend existing table?

A

New table inherits all field (directory) and it may have new fields related to new table

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6
Q

What is displayed when clicked on the Activity Stream icon? (Choose 2)

A

Change made by you and others

Record history

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7
Q

Changes are tracked and you can customize objects on a table with the ________ attribute

A

Update_synch

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8
Q

What you mean by SaaS ?

A

Software as a Service

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9
Q

XYZ Team wants to make a short description as a mandatory field on the Incident table. The technical support team member selects the mandatory check box through “Configure Dictionary “ on the incident form.

A

this will make the short description field mandatory on the change table as well

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10
Q

How do you monitor your ServiceNow servlet?

A

Stats.do

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11
Q

This utility makes it possible to map a single source field (field on an import set table) to multiple destination fields (fields on a production table).

A

Mapping assist

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12
Q

Which of the following is a contract between an IT service provider and third party?

A

Underpinning Contract

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13
Q

What is a piece of JavaScript configured to run when a record is displayed, inserted, updated, deleted, or when a table is queried?

A

Business Rule

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14
Q

What allows the user to elevate to a higher security role when needed then return to their normal role?

A

Elevated Privileges

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15
Q

________Add buttons, links, and context menu items on forms to make the UI more interactive, customizable, and specific to user activities.

A

UI Action

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16
Q

When a user places a request using a catalog item, what record is generated?

A

Request

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17
Q

Which wildcard would display all records in a list where a short description starts with Comp?

A

Comp%
“For even more information, please refer to https://docs.servicenow.com/bundle/geneva-servicenow-platform/page/use/using_lists/reference/r_ListSearchWildcards.html”

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18
Q

In Which table user to group mapping is stored?

A

sys_user_grmember

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19
Q

Which of the following is true about database view?

A
  • Database Views can be created from system definition> Database Views
  • Database Views allow two tables to be joined together virtually for reporting purpose
  • Database Views are ready only
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20
Q

The base table of the “Change” table is:

A

Task Table

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21
Q

When a catalog item is viewed in the Service catalog homepage, on what basis the questions are displayed?

A

Order field on variables

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22
Q

Select the correct statement -

A

You can use the existing “System upgraded” notification available under “email>Notifications” and then add “who will recieve”

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23
Q

What could be the target table for an import set with regards to the transform maps?

A

Any table in ServiceNow could be a target table

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24
Q

What is not captured in user history?

A

UI Page

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25
Q

If the workflow is not published, only checked out will it be captured in update sets?

A

No, only published workflows are captured in update sets

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26
Q

Form element used to display information that is not a field in the record. ? Formatters

A

True

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27
Q

Banner color can be set using CSS Properties.

A

True

“You can use CSS styles to control the appearance of elements in a theme.”

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28
Q

How will you approve a catalog request?

A

Right-click request record in the request list and click approve

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29
Q

How can you manage record numbering in your instance?

A

System Definition> Number Maintenance

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30
Q

The application we use for real-time communication in ServiceNow

A

Connect Chat

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31
Q

Which of the following can be performed by inbound email action?

A

Create or update task records

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32
Q

The list editor allows users to edit field values directly from a list without navigating to a form

A

True

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33
Q

What does graphically display an infrastructure view for a configuration item and the business services that it is part of?

A

Dependency Views

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34
Q

How can you merge update sets?

A

System Update Sets > Merged Update Set

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35
Q

What are fields that cannot be edited by the List editor?

A

All
Array fields
HTML
glide_time

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36
Q

What among these are the types of variables

A

Single line text, Multiple choice, Checkbox

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37
Q

What are the default values for the numbering

A

Starts at 1000 and has 7 characters

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38
Q

Cmdb_ci_appl is____ for cmdb_ci table

A

Child class

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39
Q

Service catalog consist of?

A

Record producer
Catalog items
Order guides

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40
Q

Use ___ to retain timing information for an SLA when a task record changes

A

Retroactive start

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41
Q

Which table is used to store SLA definitions?

A

contract_sla

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42
Q

Does ESS have a role?

A

No

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43
Q

What is the name of the database ServiceNow is built on?

A

MySQL

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44
Q

What are the “ One-to-Many” relationship fields?

A

Reference Fields, Glide List, and Document ID Fields

https://community.servicenow.com/community?id=community_question&sys_id=8dca7743dbe927407d3e02d5ca961994

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45
Q

You can find below Components in Workflow welcome screen

A

New Workflow Buttons
List Display Filters
Palette tabs

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46
Q

For an ACL to pass, what all should satisfy?

A

Scripts, Conditions, roles

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47
Q

transform maps can only be used once

A

False. You can use them over and over to bring data over

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48
Q

What is the industry terminology for the platform that provides support to the web based application

A

application Platform-as-a-service (aPaas)

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49
Q

What are the different components of an SLA?

A

SLA Definition, SLA Workflow, Task SLA, SLA Conditions

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50
Q

Data dictionary tables: ___

A

Contains additional information that defines database elements

Explanation
The tables module Provides a list of all tables in the database. Tables & Columns module Provides a list of all existing tables, with columns, column attributes, and indexes. Schema map: Provides a graphical representation of the relationships between tables. Data dictionary tables: Contains additional information that defines database elements
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51
Q

Workflow versions captured in wf_workflow_version?

A

True

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52
Q

u_studentlist

A

a custom table in a global application

The table name, which is automatically populated based on the table label and a prefix as follows: For a table in a scoped application, the name is prefixed with a namespace identifier to indicate that it is part of an application. For a table in the global application, the name is prefixed with the string u_. You cannot modify the prefix; however, you can modify the rest of the table name. The name can contain only lowercase, alphanumeric ASCII characters, and underscores (_).

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53
Q

Which role grants access to manage the Form?

A

personalize_form

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54
Q

what provides a guide for moving data from import Sets?

A

transform map

A transform map is a set of field maps that determine the relationships between fields in an import set and fields in an existing ServiceNow table, such as Incident [incident] or User [sys_user]

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55
Q

If a request is rejected what happens?

A

notification is sent and sets the status to cancelled

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56
Q

Which one best describes the ACL?

A

It should satisfy both row and field level acl’s

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57
Q

What do all access control list rule specify

A

The object and operation being secured
The permissions required to access the object

Explanation
All-access control list rules specify: The object and operation being secured permissions required to access the object The object is the target to which access needs to be controlled. Each object consists of a type and name that uniquely identifies a particular table, field, or record.

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58
Q

_____ You to work with others on the same record indication their state as well as what their edits are

A

Real-time editing allows

Explanation
Real-time updates ensure that users viewing a responsive dashboard always see the most up-to-date information.

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59
Q

____ are a modular unit of variables that can be shared between catalog items.

A

Variable Sets

Explanation
Administrators and catalog administrators often define multiple catalog items that use the same group of service catalog variables. Catalog managers and catalog editors can attach a variable set for items and categories to which they are assigned. However, catalog managers and catalog editors cannot create variable sets.

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60
Q

When you extend a CI class, you must create a _____

A

New relationship rule in Configuration> Suggested Relationships

Explanation
Any time you create a new classification (extend a table), you must create new relationship rules.

The ServiceNow platform relationship rules use separate tables to define the relationships between specific CI base classes and dependent classes. When you extend a table in the CMDB, you must create a new relationship rule in Configuration > Suggested Relationships.

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61
Q

What does graphically display in infrastructure view for a configuration item and the business services that it is part of?

A

Dependency Views

Explanation
Dependency Views graphically displays an infrastructure view for a configuration item (CI) and the application or business services that it is part of and that it supports.

Dependency Views indicates the status of its configuration items, and allows access to CIs related alerts, incidents, problems, changes, and services.

If Service Mapping is activated, Dependency Views maps are enhanced to display dependencies that reflect connections in service maps.

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62
Q

How do you call an SLA when it is not met?

A

Breached

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63
Q

What is a Workflow primarily used for?

A

To automate a sequence of activities

Explanation
Workflow provides a drag-and-drop interface for automating multi-step processes across the platform. Each workflow consists of a sequence of activities, such as generating records, notifying users of pending approvals, or running scripts. The graphical Workflow Editor represents workflows visually as a type of flowchart. It shows activities as boxes labeled with information about that activity and transitions from one activity to the next as lines connecting the boxes.

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64
Q

Modifies a list for an individual user; does not affect the platform default:

A

Personalized List Columns

Explanation
Users can create personal lists to customize which columns appear and the order in which they appear. Personal lists modify a specific list view according to individual preferences.

Personal list customization do not affect what other users see in their lists. Administrators can manage the personal lists function.

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65
Q

You can coalesce on a single field to update an existing record. If a target table record exists with the same value in the coalesce field as the staging table record, the target table record is updated using the import set record values. Which of the below best suits the given scenario?

A

Single-field coalesce

Explanation
The coalesce option on a field map allows you to specify if the selected Target field should be used to coalesce on when import set records are transformed. If the field map Coalesce checkbox is selected when the import set row is transformed the instance checks for an existing record in the target table that has the same value in the Target field as the import set row Source field.

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66
Q

In the workflow, what is the workflow timeline?

A

Shows the progress of workflow. it provides a complete time-based display of activities associated with workflow context.

Explanation
The system provides a timeline view of history activities associated with a workflow context.

Timelines display a linear calendar of activities, such as tasks and approvals, defined by their start and end dates. Each activity on the timeline is represented by a span, which is displayed as a horizontal, colored bar.

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67
Q

Who can import data?

A

Users logged in with the admin or import_admin role can manage all aspects of import sets.

Explanation
ServiceNow is configured by default to allow only users with the “import_admin” role to import data.

This role can be however shared with any users, thing which ServiceNow does not recommend.

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68
Q

What type of tabs are used for accessing workflows that are being edited or created?

A

Canvas Tabs

Explanation
The tabs on the workflow canvas allow a workflow designer to move between open workflows and access other resources.

The drawing canvas is where you add activities and configure transitions for checked out workflows. Add an activity by dragging it from the palette to the workflow in the canvas.

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69
Q

What is the name of the ServiceNow search engine?

A

Zing

Explanation
Zing text search is:

· An index split into multiple database shards for parallel querying;

· Created entirely with ServiceNow code;

· Implemented purely within the relational model;

· Yields fast results with search engine logic;

· Provides search results with an emphasis on relevancy scoring:

· frequency points

· proximity points

· Field-level scoring (such as title, metadata, and short description);

· Provides search suggestions.

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70
Q

What defines the conditions that are evaluated against users to determine which users can access Service Catalog items?

A

User Criteria

Explanation
The user criteria restriction applies only within Service Catalog for the specific item it is applied for. However, the user criteria restriction is not applied outside the Service Catalog where the user has access to the item via the table.

To apply criteria directly to an item or category, use the Available for or Not Available For related lists in the Item or Category form.

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71
Q

Where do you go to confirm a recent upgrade to feature release that has been performed?

A

System Logs > Events

Explanation
The System Logs module provides a variety of logs that you can use to troubleshoot and debug transactions and events that take place within the instance.
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72
Q

What are the stages for a requested item?

A

Waiting for approval, approved, pending, fulfillment, completed

Explanation
For workflows that use the Requested Item [sc_req_item] table, the stage field is automatically set to the Stage field of the table and cannot be changed. The stage state displayed for a workflow running on the Requested Item table is based on the state of the workflow activities.

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73
Q

Displays fields from one record in a table; user records; users can view and edit the record data

A

What is a form?

Explanation
A form displays information from one record in a data table.

The specific information on a form depends on the type of record displayed. Users can view and edit records in forms. Administrators can configure what appears on forms.

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74
Q

A table that extends another table is –

A

Child Class

Explanation
A table that extends another table is called a child class, and the table it extends is the parent class. A table can be both a parent and child class both extending and providing extensions for other tables. A parent class that is not an extension of another table is called a base class.
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75
Q

_____ Provides additional functionality within a ServiceNow instance: -

A

Plugins

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76
Q

Parent class:

A

Tables can extend a

Explanation
A table that extends another table is called a child class, and the table it extends is the parent class. A table can be both a parent and child class both extending and providing extensions for other tables. A parent class that is not an extension of another table is called a base class.
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77
Q

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

A

Field, Operator, Value

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78
Q

What is a set of field maps that defines the relationships between fields in an import set table and fields on a target table?

A

Transform Map

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79
Q

Please select the appropriate activity that initiates the flow?

A

Trigger

Explanation
The trigger specifies the conditions that start the flow. When the trigger condition is true, the system starts the flow.

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80
Q

This enables you to define the conditions under which the running SLA will be completed and a new SLA will be attached.

A

Reset

Explanation
SLA conditions determine when a task SLA record is attached,

paused, resumed, reset, canceled, and completed.

On the SLA definition, you specify up to six conditions that are evaluated each time

a task record is created or updated. For example, for an SLA to attach to a task, the

start conditions must match and stop conditions must not match

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81
Q

How can you limit who wants to view an article?

A

User Criteria; Specify User Roles

Explanation
The articles in a knowledge base are available to both internal users, such as customer service agents, and to external users (customers and partners). If the articles in a knowledge base are intended for internal users only, the system administrator can restrict access by customizing the knowledge base form.

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82
Q

What are Boolean Operators?

A

Refined searches with operators such as AND and OR

Explanation
Boolean operators allow conditional search results.

All global text search interfaces support Boolean operators.

· Global text search field

· Knowledge Base search

· List search for text

For Knowledge Base searches, if the AND search returns poor results, the search is automatically re-run with the OR operator. Administrators can configure the knowledge base search to always use OR by modifying the glide.knowman.search.operator property.

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83
Q

How do you apply a UI policy to all views?

A

Set Global to True

Explanation
conditions which, if fulfilled, cause the UI policy to be applied. Conditions are built with the condition builder. To set conditions using a script, use a client script instead.

Conditions are only rechecked if a user manually changes a field on a form. If the change is made by a UI action, context menu action, or through the list editor, it is not evaluated.

Global [Advanced view] Option for specifying whether the UI policy applies to all form views. If this check box is cleared, the UI policy is view-specific.

By default, the Global UI policy applies to all form views. However, a UI policy can be specific to a view. For example, you can define a UI policy for only the itil view of a form. Use the View field to accomplish this.

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84
Q

What can trigger an event?

A

User Actions, Scripts

Explanation
vents are special records the system uses to log when certain conditions occur and to take some kind of action in response to the conditions.

The system uses business rules to monitor for system conditions and to generate event records in the Event [sysevent] table, which is also known as the event log or event queue

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85
Q

Each record in a table corresponds to ___ and each field in a table corresponds to ____

A

Row, Column

Explanation
A table is a collection of records in the database. Each record corresponds to a row in a table, and each field on a record corresponds to a column on that table.

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86
Q

The organization provides desktops with different memory capacities. Some users would require a 4GB, 8GB, or 16GB RAM machine. The users should be able to order these items in the Service Catalog dashboard. Which of the following is a best practice to accomplish the task?

A

Create Catalog Item for desktop and then Catalog Variable for different memory capacity

Explanation
Service catalog variables provide details about the choices which the customer can select while ordering a catalog item

E.g., a variable called “Memory” can be defined for a computer, so that the users can select memory options

The variables can be defined such that it is going to affect an item price, depending on the choices made

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87
Q

The Mapping Assist utility provides a visually intuitive environment for specifying the mapping between import set fields and Target table fields.

A

True

Explanation
The mapping assist utility provides a visually intuitive environment for specifying mapping between import set fields and production table fields.

The mapping assist utility makes it possible to map a single source field (field on an import set table) to multiple destination fields (fields on a production table).

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88
Q

Which module is used to add the items in the service catalog?

A

Service Catalog -> Maintain Items

Explanation
· Navigate to Service Catalog > Maintain Items.

· Click New.

· Enter the catalog item details

· Click on Submit

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89
Q

Which of the following helps in finding the records from tables?

A

Global text search icon

Explanation
Global text search finds records from multiple tables.

To perform a global text search, perform one of the following actions based on the UI version you are using.

UI16: Click the search icon in the banner on the upper right of the System settings for the user interface (UI) , and then enter the search term.

UI15: Enter the search term in the search box in the upper right of the UI15 banner frame and Edge buttons .

All UI versions also have a global text search keyboard shortcut. The ui_global_text_search UI Macro provides the global text search field.

By default, the system returns results for tasks, Live Feed, policy, people, places, knowledge, and catalog records.

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90
Q

What allows the user to elevate to a higher security role when needed then return to their normal role?

A

Elevated Privileges

Explanation
Elevated privilege roles require the user to manually accept the responsibility of using the role before he can access the features of the role.

By default, users do not have elevated privilege roles upon login. A user must manually elevate to the privilege of the role. An elevated privilege role lasts only for the duration of your user session. Session timeout or logout removes the role

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91
Q

How to run Data Collector Jobs?

A

Performance Analytics - > Data Collector

Explanation
The data collector connects to the ServiceNow database to send the data to Performance Analytics daily on a fully automated basis.

Indicators are statistics that businesses track to measure current conditions and to forecast business trends.

The data collector enables the configuration of data collection from your instance, and automatically sends the data as indicator and indicator breakdown scores to Performance Analytics.

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92
Q

A Script include and a reference record that can be used to customize the transitions between different SLA states?

A

SLA Conditions and Script Include

Explanation
You can create custom SLA condition rules to determine whether an SLA should attach, pause, complete, reattach, or cancel. SLA condition classes contain scripts to define processing for an SLA condition rule.

Create an SLA condition rule after the SLA condition class is defined.

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93
Q

Can manage UI policies:

A

ui_policy-admin role

explanation
UI policies dynamically change the behavior of information on a form and control custom process flows for tasks.

Required role to define custom process flows: ui_policy-admin role

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94
Q

What is used to measure and evaluate the effectiveness of IT service management processes?

A

Metric

Explanation
A metric measures and evaluates the effectiveness of IT service management processes.

For example, a metric could measure the effectiveness of the incident resolution

the process by calculating how long it takes to resolve an incident.

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95
Q

Whar is configured to run when a record is displayed, inserted, updated, deleted, or when a table is queried?

A

Business Rule

Explanation
A business rule is a server-side script that runs when a record is displayed, inserted, updated, or deleted, or when a table is queried.

Use business rules to accomplish tasks like automatically changing values in form fields when certain conditions are met, or to create events for email notifications and script actions.

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96
Q

Multiple Choice, Single Line Texts and Select Box are what type of elements in Service Now?

A

Variable Types

Explanation
Several types of service catalog variables are provided. Some variable types accept variable attributes.

Service catalog variables capture and pass on information about choices a customer makes when ordering a catalog item. Variables help define the structure of a catalog item form that is displayed to the customer.

Service Catalog provides several types of variables, which are also referred to as questions. Variables can be stored, accessed from multiple places, and passed between tasks in a process when fulfilling a request. They can be displayed on the Requested Item and Catalog Task forms after an item has been ordered.

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97
Q

What is a series of tables and fields that contains all of the configuration items controlled by your company as well as their attributes and relationships?

A

Configuration Management Database

Explanation
With the Configuration Management Database (CMDB) application, build logical representations of assets, services, and the relationships between them that comprise the infrastructure of any organization. Details about these components are stored in the CMDB which can be used to monitor the infrastructure, helping ensure integrity, stability, and continuous service operation.

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98
Q

The reference field will display records from another table

A

True

Explanation
A reference field stores a reference to a field on another table. For example, the Caller field on the Incident table is a reference to the User [sys_user] table.

When you define a reference field, the system creates a relationship between the two tables. Adding a reference field to a form makes the other fields in the referenced table available to the form.

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99
Q

User ____ to create a story with data that can be shared

A

Dashboards

Explanation
The Dashboards feature enables you to display multiple Performance Analytics, reporting, and other widgets on a single screen. Use dashboards to create a story with data you can share with multiple users.

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100
Q

What enables you to track and aggregate data over time through elements called scorecards and indicators?

A

Performance Analytics

Explanation
Performance Analytics is an in-platform Analytics application that enables you to create management dashboards, report on KPIs and metrics, and answers key business questions to help increase quality and reduce the costs of Service Delivery.

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101
Q

Name four common tables extended from Task:

A

Incident, Problem, Change, Request

Explanation
Task [task] is one of the core tables provided with the base system and the above are extended from it.

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102
Q

Tables that exist in the base system are called?

A

Core Tables

Explanation
A table is a collection of records in the database. Each record corresponds to a row in a table, and each field on a record corresponds to a column on that table.

Applications use tables and records to manage data and processes, such as Incident, Problem, and CMDB. Tables can extend other tables, creating parent tables and child tables.

Task [task] is one of the core tables provided with the base system.

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103
Q

Use the _____ to create reports by modifying an existing report, or create a new report from scratch

A

Report Designer

Explanation
The Report Designer provides a guided flow for report creation. Selection of the data source, selection of the report type, configuration, and styling of the report are presented on successive tabs.

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104
Q

In SLA, what attribute controls what is calculated as hours in a workday, # of work weekdays?

A

Schedule

Explanation
schedules within SLA enable you to define the time periods during which the SLAs accumulate business time.

Schedules are typically based on the working hours of the resource or departments to whom a task is allocated. Configure schedules in the SLA engine properties and in the definition of each SLA.

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105
Q

Which of the below statements best describe what a version is in regards to workflows?

A

The version is the published model of the workflow

Explanation
To prevent users from making changes to a workflow that affect other users of the system, workflows must be checked out before they can be edited.

Only one user can check out a workflow at a time. When a workflow is checked out, changes apply only to the user who has the workflow checked out. Other users can continue to use the published workflow. After the changes are complete, the workflow can be published so that it is available to all users.

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106
Q

Provides the working surface for creating new workflows or editing existing ones:

A

Canvas

Explanation
The tabs on the workflow canvas allow a workflow designer to move between open workflows and access other resources.

The editor opens with the Welcome tab, which displays related help links and videos for basic workflows and Orchestration (when Orchestration is activated). From this tab, you can open articles in the ServiceNow Knowledge Base, user community conversations, live feed postings, and user documentation.

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107
Q

Users are stored in this table:

A

sys_user

Explanation
The Create User in Users Table, activity uses the employee information returned from Workday to create a user record in the ServiceNow sys_user table.

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108
Q

What is not captured in updated sets?

A

Modified CIs, modified Data records, new data records, new users and groups, schedules, scheduled jobs, homepages

Explanation
An updated set is a group of configuration changes that can be moved from one instance to another. This feature allows administrators to group a series of changes into a named set and then move them as a unit to other systems for testing or deployment.

An updated set is an XML file that contains:

· A set of record details that uniquely identify the update set.

· A list of configuration changes.

· A state that determines whether another instance can retrieve and apply configuration changes.

Update sets track changes to applications and system platform features. This allows developers to create new functionality on a non-production instance and promote the changes to another instance.

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109
Q

Define a single implementation of the ServiceNow platform

A

Instance

Explanation
ServiceNow operates using a single-tenant architecture meaning that each customer gets their own copy or multiple copies of ServiceNow in the cloud. These copies are known as ServiceNow instances.

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110
Q

What application is available to all users?

A

Self-Services

Explanation
The Self-Service application gives supported end-users a clean, simple front end to their IT support organization.

By default, the Self-Service application provides access to common actions, such as viewing your homepage, accessing the Service Catalog, viewing knowledge articles, working with incidents and taking surveys.

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111
Q

An interface for building and enabling rich process automation capabilities know as flows

A

Flow Designer

Explanation
Flow Designer is a feature that enables rich process automation capabilities in a consolidated design environment. It enables process owners to use natural language to automate approvals, tasks, notifications, and record operations without having to code

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112
Q

In-Service Catalog, what is a variable?

A

Provides questions to help the requester specify what item, option, or service to order

Explanation
Service catalog variables capture and pass on information about choices a customer makes when ordering a catalog item. Variables help define the structure of a catalog item form that is displayed to the customer.

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113
Q

In the workflow, what is a transition?

A

Transitions establish possible processing paths

Explanation
Transitions define the processing path of the workflow, depending on conditions defined in each activity. All conditions in an activity must have a transition and all transitions must have a connection to another activity or to the End activity.

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114
Q

What runs when a form is loaded?

A

OnLoad()

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115
Q

What enables admins to set mandatory and read-only states for fields and can be used to enforce data consistently across applications?

A

Data Policy

Explanation
Data policies enable the end-user to enforce data consistency by setting mandatory and read-only states for fields.

Data policies are similar to UI policies, but UI policies only apply to data entered on a form through the standard browser. Data policies can apply rules to all data entered into the system, including data brought in through import sets or web services and data entered through the mobile UI.

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116
Q

Table Name: Configuration Item

A

cmdb_ci or cmdb

Explanation
CMDB stands for Configuration Management Database and CI for Configuration Item.

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117
Q

What is shipped to the client (browser) and run from there instead of the server?

A

Client Scripts

Explanation
Client scripts allow the system to run JavaScript on the client (web browser) when client-based events occur such as when a form loads, after form submission, or when a field changes value.

Use client scripts to configure forms, form fields, and field values while the user is using the form.

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118
Q

Which one of the following statements is correct when referring to UI Actions?

A

Conditions can be specified to determine when a UI Action appears

Explanation
The conditions which, if fulfilled, cause the UI policy to be applied. Conditions are built with the condition builder. To set conditions using a script, use a client script instead.

Conditions are only rechecked if a user manually changes a field on a form. If the change is made by a UI action, context menu action, or through the list editor, it is not evaluated.

Global [Advanced view] Option for specifying whether the UI policy applies to all form views. If this check box is cleared, the UI policy is view-specific.

By default, the Global UI policy applies to all form views. However, a UI policy can be specific to a view. For example, you can define a UI policy for only the ITIL view of a form. Use the View field to accomplish this.

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119
Q

Which of the below best describes a specific type of catalog item that allows end-users to create task-based records from the service catalog?

A

Record Producer

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120
Q

What is the pause condition for incident SLA?

A

awaiting

Explanation
Awaiting enables you to define the conditions under which the SLA will suspend increasing elapsed time. You can choose the conditions from the When to resume list under which the SLA will resume increasing elapsed time.

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121
Q

Is it true that all users can manage and setup import sets?

A

False

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122
Q

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

A

sys_db_object table

Explanation
The Table [sys_db_object] table contains a record for each table in the database.

Reference - https://docs.servicenow.com/bundle/orlando-platform-administration/page/administer/managing-data/concept/c_DataDictionaryTables.html

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123
Q

Which of the below components runs on the server-side on the ServiceNow instance?

A

Data Policy

Script Include

Business Rule

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124
Q

How are users related to roles or groups in a ServiceNow instance?

A

Many to many relationships

Explanation
One user can have multiple roles or be part of different groups so it is many to many relationships

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125
Q

Which of the following is not part of filter conditions in ServiceNow?

A

Type

CSV

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126
Q

How can the admin view/edit the dictionary for the particular field in ServiceNow?

A

Right-click the field and click Configure Dictionary

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127
Q

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

A

Connect Chat

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128
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

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129
Q

A gauge can be added to which of the below-mentioned components in a ServiceNow instance?

A

Home Page

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130
Q

Which of the following statement is true for a field on an audited table?

A

Add “no_audit = true” to attribute for exclude from auditing

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131
Q

How do you enhance Homepage performance in case of gauges?

A

Troubleshoot slow reports - to rectify it with appropriate query filters for fast results

Parallel homepage rendering

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132
Q

Where will the user find the option to edit a list in ServiceNow

A

List control

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133
Q

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

A

Dot-Walking

Explanation
Refer to https://docs.servicenow.com/bundle/orlando-platform-user-interface/page/use/navigation/reference/dot-walking-examples.html

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134
Q

ServiceNow is designed to be integrated with which of the following modules?

A

CMDB, Incident, Problem, Change, user administration, and single sign-on

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135
Q

From the User menu in the ServiceNow instance, which actions can a user select?

A

Elevate Roles

Log Out from ServiceNow

Impersonate Users

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136
Q

How many types of search options are given in ServiceNow?

A

Lists

Live feed

Knowledgebase

Global Text search

Navigation filter

Explanation
Reference - Search options

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137
Q

What are modules to view feedback left on a published article?

A

published

All Flagged

My Flagged

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138
Q

Please choose the correct difference between SAVE and INSERT buttons from the below options.

A

Save action will stay on the form while the insert will get re-directed to the list.

Explanation
You could also just put any of the global Save buttons on the form because they should always stay on the form. Update and Submit buttons usually return to the list.

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139
Q

What defines how departments work together to meet the service level requirements documented in an SLA?

A

Operational Level Agreement (OLA)

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140
Q

Which of the below are “ServiceNow release cycle” types?

A

Feature release, patch release, and hotfix

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141
Q

What are the UI components of a homepage?

A

Banner, Content pane, and Application Navigator

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142
Q

When can SLAs include actions be triggered on the ServiceNow instance?

A

Anytime

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143
Q

Which protocol is used to send outbound emails from Service-now?

A

SMTP

Explanation
The ServiceNow application uses the ServiceNow SMTP server to process outbound email messages to users (user@yourdomain.com). These messages are sent from the ServiceNow datacenter, routed as standard SMTP traffic to your primary mail exchanger (MX) server, and processed internally within the organization.

Documentation - https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/reference-pages/concept/c_EmailConfiguration.html

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144
Q

In which table are customizations stored in ServiceNow?

A

sys_update_xml

Explanation
Update sets store both new and updated choice options as separate records in the Update Version [sys_update_version] and Customer Update [sys_update_xml] tables

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145
Q

Which of the below is not a list interface element?

A

Gauge

Explanation
Gauges is not a list interface element but container for holding graphical content on dashboards and homepages in ServiceNow, but gauges are no longer supported.

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146
Q

KB article are referred in which of the below modules?

A

INC

Service Catalog

News

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147
Q

The business can be run or executed for which of the following states?

A

Before

After

Display

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148
Q

How to run Data Collector Jobs?

A

Performance Analytics > Data Collector

Explanation
Data collection jobs run different steps to collect scores and to collect text analytics data. By default, jobs collect both types of data. To improve performance, you can instead schedule separate jobs for scores and for text analytics data.

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149
Q

Choose the correct steps that are part of a workflow in the ServiceNow Platform?

A

Start, Pause, Stop, End

Explanation
Workflow provides a drag-and-drop interface for automating multi-step processes across the platform.

Start and End being the obvious ones, Pause and stop can be described as below -

Workflow Pause Utility provides the functionality you can use to pause or resume all workflow contexts, a subset of qualified workflow contexts, or individual workflow contexts.

Stopping (canceling) a workflow stops the workflow from executing and sets the workflow context State to Canceled. To cancel an executing workflow, you can use the cancelContext(context) script. You can define a onCancel script to clean up unresolved workflow activities.

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150
Q

What is the sequence of conditions in an SLA definition?

A

Start, Pause, Stop

Explanation
SLA conditions SLA conditions determine when a task SLA record is attached, paused, resumed, reset, canceled, and completed. On the SLA definition, you specify up to six conditions that are evaluated each time a task record is created or updated

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151
Q

Gauges are created by admins or users with Gauge_admin role?

A

False

Explanation
Gauges are created by admins or users with “Gauge_Maker” role.

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152
Q

Can you update a record without updating its system fields (like sys_update_by, sys_updated_on)?

A

Yes

Explanation
Yes. You can use autoSysFields() on GlideRecord object.

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153
Q

SLM module configures which of the following?

A

OLA

SLA

UC

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154
Q

Which tables capture information related to workflow versions?

A

wf_workflow_version

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155
Q

Variable sets can be used in which of the below options?

A

Order Guides

Recorder Producer

Catalog Items

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156
Q

In SLA a “retroactive start” allows setting the start time to a time from an earlier event?

A

True

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157
Q

From the below options, please choose the correct definition of “inactivity monitor” in ServiceNow instance

A

it triggers an event for a task record if the task is inactive for a certain period of time. If the task remains inactive, the monitor repeats at regular intervals

Explanation
Inactivity monitors trigger an event for a task if the task has not been updated in a predefined period of time. For example, the event can send an email notification or trigger a script.

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158
Q

What table is used to store SLAs in a ServiceNow instance?

A

task_sla

Explanation
task_sla is the table for sla. An SLA definition record defines the timings, conditions, workflows, and other information required to create and progress task SLAs

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159
Q

What role is used by Admin for adding or removing fields from the list?

A

personalize_list

Explanation
You can configure a list to choose which columns appear in a list, create list views, and create fields on the table provided your ServiceNow profile has a ‘personalize_list’ role

160
Q

What are the benefits of using groups in ServiceNow?

A

Permissions and Access - Simplified ability to assign permissions

Provide a reference for alerts and notifications

Identifies a subset of users for roles and skill assignment

Permissions and Access - Simplifies ability to assign

161
Q

Use____ to create reports by modify an existing report, or create a new report from scratch.

A

Report Designer

Explanation
Report Designer is ServiceNow’s user interface for creating and editing reports. Users with a report role or the admin role can edit and save reports. The report roles are:

report_admin: manage reports

report_global: create global reports

report_group: create reports that belong to a group of which the user is a member

report_publisher: make reports available on a public page

report_scheduler: schedule a report to be delivered by email

In addition to the report roles, developers must have the right permissions to access the data for their reports.

162
Q

An outbound SOAP message is defined. Which function can invoke the SOAP message?

A

UI Action

163
Q

Which of the following true?

A

System tables cannot be deleted

164
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

165
Q

____ is used to join two tables.

A

Database Views

Explanation
A database view defines table joins for reporting purposes.

A number of useful database views are installed with the Database View plugin and the Database Views for Service Management plugin. These database views cover most metric reporting needs and greatly reduce the need to define new ones.

For example, a database view can join the Incident table to the Metric Definition and Metric Instance tables.

166
Q

How can you track and aggregate data over time through elements called scorecards and indicators?

A

Performance Analytics

167
Q

Can a user open an incident by email, if so what is utilized?

A

Yes. via inbound Action

168
Q

What is the language used for Service Portal in ServiceNow?

A

AngularJS

169
Q

Does ServiceNow support table rotation?

A

Yes

170
Q

What is used to measure and evaluate the effectiveness of IT service management processes?

A

Metric

Explanation
A metric measures and evaluates the effectiveness of IT service management processes. For example, a metric could measure the effectiveness of the incident resolution process by calculating how long it takes to resolve an incident.

171
Q

What is not available in the settings of the Banner frame?

A

Record

172
Q

These are reports types

A

Spline

List

Pareto

Explanation
https://docs.servicenow.com/bundle/istanbul-performance-analytics-and-reporting/page/use/reporting/reference/r_ReportTypes.html

173
Q

Which one on the homepage will access Knowledge?

A

News

174
Q

Which of the following is a type of VTB?

A

Flexible

Freedom

Guided Board

175
Q

What should be the state of knowledge article for a user to view it

A

Published

176
Q

Where is data stored?

A

Tables

Explanation
A table is a collection of records in the database. Each record corresponds to a row in a table, and each field on a record corresponds to a column on that table. Applications use tables and records to manage data and processes, such as Incident, Problem, and CMDB. Tables can extend other tables, creating parent tables and child tables.

177
Q

These are the searches available in ServiceNow

A

list

knowledge base

live feed

navigation filter

178
Q

What will happen when one user has many groups? what roles will he inherit?

A

All the roles from all the groups the user belongs to

Explanation
A user inherits roles from all groups to which the user belongs. You can also assign roles directly to a user. Whenever a user is assigned a new role, it only takes affect after logging in with a new session.

179
Q

What are the stages for a requested item?

A

waiting for approval, approved, pending, fulfillment, completed

Explanation
For workflows that use the Requested Item [sc_req_item] table, the stage field is automatically set to the Stage field of the table and cannot be changed. The stage state displayed for a workflow running on the Requested Item table is based on the state of the workflow activities.

180
Q

Retroactive start , when activated works with the Set start to field and calculates the start time to equal when incident was created

A

True

Explanation
https://docs.servicenow.com/bundle/london-it-service-management/page/product/service-level-management/task/t_UseSLARetroactiveStartAndPause.html

181
Q

What are the three basic elements of a workflow?(select 3 correct options)

A

Notifications
Task
Approval

182
Q

What role is needed for a user to add more columns into a table?

A

personalize_list

183
Q

Choose the most appropriate statement wrt an after Business Rule and an async Business Rule?

A

Both after and async Business Rules execute their script logic after records are written to the database

Explanation
Both after and async Business Rules execute their script logic after records are written to the database. after Business Rules execute their logic immediately after a record is written to the database. async Business Rules create scheduled jobs that run soon after a record is written to the database.

184
Q

Who has access to schema maps and tables and column module

A

Only administrators

185
Q

What are basic database operations in ServiceNow

A

Create,Read,Write,Delete

186
Q

____instant messaging will provide real-time text communication between users in an instance

A

Activity list

Chat

187
Q

What is a sys_id?

A

it is a unique 32 character globally unique id used to identify a record so when you send someone an incident link.. the sys_id is within the link

188
Q

When you customize a homepage. SNC makes a copy of it and ____

A

adds the prefix “My” to the homepage name

Explanation
https://docs.servicenow.com/bundle/london-platform-user-interface/page/administer/homepage-administration/task/t_CustomizeAHomepage.html

189
Q

_____ is a graphical representation of a process consisting of connected activity planned in a sequential manner

A

Workflow

Explanation
Workflow provides a drag-and-drop interface for automating multi-step processes across the platform. Each workflow consists of a sequence of activities, such as generating records, notifying users of pending approvals, or running scripts. The graphical Workflow Editor represents workflows visually as a type of flowchart. It shows activities as boxes labeled with information about that activity and transitions from one activity to the next as lines connecting the boxes.

190
Q

Which of the following are the places for the assignee to write comments about a record?

A

Work Notes

Additional comments

Explanation
Work notes and Additional Comments are an important part of the state flow process and are used to communicate information about state transitions with the end-user or for internal collaboration.

191
Q

What is a role?

A

It is one record in the sys_user_role table; and, it’s a persona that is assigned to a group or person, i.e., grant access and assign security controls

Explanation
A role is a collection of permissions in the Now Platform. These permissions define which applications a user or group will and will not be able to access within the system and which actions the user will be able to take on records within the applications. A role can be assigned to a single user or a group of users. Users and groups can be assigned more than one role. A role can contain other roles. In the example below, the catalog_admin role contains the catalog and user_criteria_admin roles. If a user or group was assigned the catalog_admin role, they would be granted the permissions of all three roles. Generally, when you think about your “role” in the workplace, you are thinking about your specific position or title, such as project manager, developer, or operations manager. It is the part you play and the job you perform every day. For the Now Platform, the word “role” defines your capabilities in the application. Therefore, it is important to distinguish between the different definitions.

192
Q

The_____ will hold the information about the field’s data type, character limit, default value, dependency, and other attributes

A

dictionary entries [sys_dictionary]

Explanation
Dictionary Entries [sys_dictionary]: Contains additional details for each table and the definition for every column on each table. Each row represents either a column on a table or a table. The Dictionary Entries [sys_dictionary] table, also called the System Dictionary, defines every table and field in the system. It contains information about data type, character limit, default value, dependency, and other attributes of a field. Access the system dictionary in one of these ways: To see the system dictionary list view, navigate to System Definition > Dictionary. To view particular dictionary definition, right-click the list header, form header, or field label, and select Configure Dictionary.

193
Q

How to customize instance appearance?

A

CSS

Explanation
An administrator can change global CSS or system properties to alter the look and feel of the default instance interface. Functionality is not affected. For example, organizations often use multiple instances to separate development, testing, and production activities. To help users avoid accidentally changing the wrong instance, administrators can configure each with a visually distinct theme.

194
Q

What does the red form field indicator mean?

A

It’s a required field that requires a value

195
Q

What does the search term !*search do

A

Means does not contain (search word)

196
Q

SLA includes actions that can be triggered when during the lifecycle?

A

anytime

Explanation
https://docs.servicenow.com/bundle/london-it-service-management/page/product/service-level-management/concept/c_SLATimeline.html

197
Q

______ define the processing path of the workflow, depending on conditions defined in each activity.

A

Transition

Explanation
Transitions define the processing path of the workflow, depending on conditions defined in each activity. All conditions in an activity must have a transition and all transitions must have a connection to another activity or to the End activity.

198
Q

Which role is required for creating ACL?

A

SECURITY_ADMIN

Explanation
The object is the target to which access needs to be controlled. Each object consists of a type and name that uniquely identifies a particular table, field, or record. All access control list rules specify: · The object and operation being secured · The permissions required to access the object Rules for access control lists (ACLs) restrict access to data by requiring users to pass a set of requirements before they can interact with it. · security_admin check box should be checked to create access controls.

199
Q

An interface for building and enabling rich process automation capabilities known as flows

A

Flow Designer

Explanation
Flow Designer is a feature that enables rich process automation capabilities in a consolidated design environment. It enables process owners to use natural language to automate approvals, tasks, notifications, and record operations without having to code.

200
Q

ACL is a part of which security?

A

contextual security

Explanation
With the Contextual Security Manager, these dictionary roles are no longer tested. Instead, the system looks for ACL rules on fields and tables

201
Q

Methods of creating a report

A

Column Context menu

Reports> View/Run

202
Q

Which provides a graphical representation of other other tables related to a specific table, either through class extension or reference?

A

Schema Map

203
Q

My manager is going to be out of town and needs to have the supervisor approve while he/she is out of town, what would he/she utilize in ServiceNow

A

Delegate

204
Q

Tas[task] table is a ____

A

Core Table

205
Q

Which of the following could be a table name in a private scoped application?

A

x_booking

Explanation
The tables created within a scoped applications always start with an x_ prefix.

206
Q

Components in Workflow welcome screen

A

New Workflow Buttons

Palette tabs

List Display Filters

Explanation
https://docs.servicenow.com/bundle/london-servicenow-

207
Q

You can coalesce on a single field to update an existing record. If a target table records exists with the same value in the coalesce field as the staging table record, the target table record is updated using the import set record values. Which of the below best suits the given scenario?

A

Single-field coalesce

Explanation
The coalesce option on a field map allows you to specify if the selected Target field should be used to coalesce on when import set records are transformed. If the field map Coalesce checkbox is selected, when the import set row is transformed the instance checks for an existing record in the target table that has the same value in the Target field as the import set row Source field. Coalesce can be: · Single-field coalesce · Multiple-field coalesce · Conditional coalesce

208
Q

By using ____ two tables can be joined virtually

A

Database views

Explanation
A database view defines table joins for reporting purposes. For example, a database view can join the Incident table to the Metric Definition and Metric Instance tables. This view can be used to report on incident metrics and may include fields from any of these three tables. *Note : In general, as the number of tables that are included in the view and the number of records that those tables contain increases, the accumulated impact on performance grows. In addition, to optimize the performance of the database view ensure that the ‘where’ clauses that are defined in the database view are based on indexed fields. * *Database views cannot be created on tables that participate in table rotation. ** It is not possible to edit data within a database view. ** You do not need to create ACLs on fields in the view. The system honours contextual ACLs (ACLs with a condition or script) that already exist on the underlying table.

209
Q

What you mean by SSO

A

single sign on for multiple applications

210
Q

What is a toll that will auto-populate the CMDB about your windows computer

A

help the help desk

Explanation
https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/product/configuration-management/concept/c_HelpTheHelpDesk.html

211
Q

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

A

Formatter

Explanation
A formatter is a form element used to display information that is not a field in the record. Add formatters to a form by configuring the form. Note: Formatter elements cannot be exported to PDF. When exporting PDF data from a form, any formatter elements added to the form are not displayed in the PDF output.

212
Q

What initiates a flow?

A

Trigger

213
Q

Which among the following is true regarding ACL?

A

if there are row and field ACLs, the user has to satisfy both to have access to the field

214
Q

Changes made to the workflow version are not added to the update set until the workflow is published

A

True

Explanation
Workflow is captured in update set only when it is Published

215
Q

A role may contain other roles and any access that is granted to one role is automatically granted to any role it contains

A

True

Explanation
When you add a new role to an existing role for a user, the user inherits the access that is granted by the new role. 1. Navigate to User Administration > Roles and open the existing role. 2. Click Edit in the Contains Roles related list. 3. Use the slushbucket to add one or more roles to the existing role. 4. Click Save.

216
Q

in BSM map, the CI against which the map is displayed, is shown?

A

In middle of the map, showing both upstream and downstream Cis

217
Q

What is the difference between Save and Insert?

A

Save saves the current record and stays on the form. Insert creates a new record and exits the form.

218
Q

Parent class:

A

Tables can extend a

Explanation
A table that extends another table is called a child class, and the table it extends is the parent class. A table can be both a parent and child class both extending and providing extensions for other tables. A parent class that is not an extension of another table is called a base class.
219
Q

What does Order guide refer to in Service Catalog?

A

Bundled Request

Explanation
https://docs.servicenow.com/bundle/london-it-service-management/page/product/product-catalog/concept/c_CreatingBundledModels.html

220
Q

Which are the stages of Knowledge Base workflow?

A

Draft>Review> Publish>Retire

Explanation
Reference ->https://community.servicenow.com/community?id=community_article&sys_id=9569a128dbbf2b40fff8a345ca961923

221
Q

What setting is needed for the users to view the KB articles without logging into servicenow?

A

Public

222
Q

A____ is an information format that displays content from a table

A

List

Explanation
A list displays a set of records from a table. Users can search, sort, filter, and edit data in lists. Lists may be embedded in forms and may be hierarchical (have sublists). The list interface consists of a title bar, filters and breadcrumbs, columns of data, and a footer. Each column in a list corresponds to a field on the table.

223
Q

ESS users doesn’t have any roles

A

True

224
Q

In SLA, what attribute controls what is calculated as hours in a work day, # of work week days?

A

Schedule

Explanation
Schedules within SLA enable you to define the time periods during which the SLAs accumulate business time. Schedules are typically based on the working hours of the resource or departments to whom a task is allocated. Configure schedules in the SLA engine properties and in the definition of each SLA.

225
Q

____ is an interface to create and modify workflows by arranging and connecting activities to processes

A

workflow editor

226
Q

How can you limit who wants to view an article?

A

User Criteria; Specify User Roles

Explanation
The articles in a knowledge base are available to both internal users, such as customer service agents, and to external users (customers and partners). If the articles in a knowledge base are intended for internal users only, the system administrator can restrict access by customizing the knowledge base form.

227
Q

T or F you can limit SN access by IP ranges

A

True - you can make your SN instance only available to certain instances

228
Q

What are the ess requester have access to?

A

Users can access public pages

Users can take surveys, and use live feed and chat

Users can submit requests and manage their own requests

229
Q

How to update an existing workflow

A

First checkout and then update

230
Q

Which of the following are captured in update set?

A

Table Creation

Field Creation

231
Q

The filter can be viewed from

A

Funnel icon on the top left of a list

232
Q

Why use groups?

A

Identify subsets of users

Assign permissions

Preferences for alerts and notifications and receive email notifications

233
Q

What is Service Catalog in ServiceNow?

A

It’s an ordering system for goods and services

The service catalog is the central repository of goods and services that an IT service desk provides for users

234
Q

Which of the following can be an example of Out of The Box table

A

table

235
Q

When should you clone the instance stack?

A

After a comprehensive or long development cycle

Before starting a formal testing cycle

236
Q

Which instant messaging application will provide real-timetext communication between users in system?

A

Chat

237
Q

Multiple Choice, Single Text, and select Box are what type of elements in ServiceNow?

A

Variable Types

238
Q

Which workflow is designed to be used over and over again?

A

Default SLA Workflow

239
Q

What is the major difference between form configuration and form customization?

A

Configuration is seen by all users and personalization is seen by only one user

240
Q

Base table for storing SLA records (NOT SLA definitions) is

A

task_sla

241
Q

What fields cannot be edited on list layout?

A

HTML

242
Q

What is used before committing an update set to find potential conflicts?

A

Preview

243
Q

When is a workflow complete?

A

When the workflow reached to End Activity

244
Q

When you click on create an incident, reset a password, and report an outage, where does it take you?

A

Record Producers

245
Q

To access the cmdb_ci table which roles are required?

A

Admin

Asset user

ITIL

246
Q

Banner Color can be personalized from

A

Themes section

247
Q

Searches are available in

A

Lists

Knowledge Base

Navigation Filter

248
Q

If a split is added in a form, how many columns are created in form layout?

A

2

249
Q

What is stored in CMDB?

A

Measurable tangible and intangible data of a CI

250
Q

Which among the following is true for UI actions?

A

Based on the condition, it can be decided when to make it visible

251
Q

What to do if we want to club two or more update sets

A

Merge Update Sets

252
Q

Variable Sets can be used in

A

Record Producer

Order Guides

Catalog Items

253
Q

Group names are unique

A

True

254
Q

In addition to the admin rule, which one of the following roles allows a user to add or remove fields from a list?

A

personalize_list

255
Q

Unique ID is stored in which field of table

A

sys_id

256
Q

If a split is added in a form, how many columns are created in database table

A

None

257
Q

Which modules can you use to create a table?

A

Dictionary

258
Q

We can draw multiple transition from a single activity in workflow

A

TRUE

259
Q

Which of the following is an example of the custom table?

A

u_incident

260
Q

What are the two workflow editor user interfaces?

A

Canvas

Palette tabs

261
Q

How do you monitor your ServiceNow servlet?

A

Stats.do

262
Q

_____steps you through the suggested configuration of applications on your ServiceNow instance

A

Guided setup

263
Q

What are possible import sources?

A

JDBC

CSV

EXCEL

HTTP

SFTP

264
Q

Which of the following statements is true when an Administrator edits a workflow?

A

once an administrator publishes a workflow, the workflow is immediately accessible and the changes are available to all users

265
Q

Which one of the following statements describes the purpose of an update set

A

Move a series of changes from Non-production instance production instance

266
Q

Which of the following client script on the list view

A

onCellEdit

267
Q

In-Service Catalog, name some kinds of variable types?

A

Single line text

Multiple choice

Select box

Reference

268
Q

Types of SLA (SLA, OLA & UC) are defined in which field?

A

Type Field

269
Q

When you have subject filled on email notification as well as on the notification template, which one will appear on the sent email

A

Subject from email notification

270
Q

End Users can personalize the list layouts for themselves

A

True

271
Q

cmdb_ci_phone is considered as _______ class to cmdb_ci?

A

Extended

272
Q

LDAP records can be updated by ServiceNow

A

False

273
Q

Which of the components are visible on Workflow welcome screen?

A

List of published workflows

New Workflow button

Pallete tabs

274
Q

To see the relationship between tables in a graphical view, what is used?

A

Schema Map

275
Q

Following types of reports are available in ServiceNow

A

Pareto

List

Donut

Bar

276
Q

Which among the following is true for UI actions?

A

Base on the condition, it can be decided when to make it visible

277
Q

Consider a scenario: A user opened an incident record, At that time the incident state was ‘open’, he changed The State to ‘New’ and saved the record. Later, after sometime he opened the same record and changed the state to ‘closed’ and without saving it he changed the state to ‘in Progress’. With the above mentioned scenario above what will be the old Value and new Value of the incident state?

A

oldValue = “New” and newValue = “in progress”

278
Q

Which element controls what data users can access?

A

ACL

279
Q

the_____ protects application by identifying and restricting access to available files and data

A

Application scope

280
Q

A _____ is a cell in a table which holds an individual piece of data

A

Field

281
Q

How does ServiceNow decide which application should be visible when a user login to ServiceNow?

A

Defined on the basis of roles assigned to the user

282
Q

On an Application Menu, if the role field is left blank, then

A

All users can see the application menu

283
Q

Which of the following are captured in update set?

A

Changes to Form layout

284
Q

What are the OOTB workflow stages on Requested Items?

A

Delivery, waiting for approval, completed, fulfillment

285
Q

If a developer opens up an existing client script for code reference and the user already has selected the desired update set but doesn�t want it to be captured in update set. What will you suggest the user do?

A

Do not click submit/save/update

286
Q

Can we coalesce multiple fields?

A

True

287
Q

What does ‘Coalesce’ field mean?

A

Field/s will be set a unique key

288
Q

Which one is used to group related fields together

A

Sections

289
Q

Which of the following is not a field

A

Split

290
Q

A business rule is a piece of JavaScript configured to run when a record is_____.

A 
Queried
Deleted
Updated
Displayed
Inserted
291
Q

use ____ to categorize, flag, and locate your records

A

Tags

292
Q

What is an update set?

A

Update sets are “point in time” xml snapshot of records

An update set writes changes from tracked tables to the customer update tables sys_update_xml

Allows administrators to group a series of changes into a named set and then move this set as a unit to the other instance

293
Q

Data lookup rules, assignment rules and business rules run in the following order:

  1. All ‘before’ business rules that run on a record insert with an order value less than 1000.
  2. All ‘before’ engines run, including assignment rules.
  3. All ‘before’ business rules that run on a record insert with an order value greater than or equal to 1000.
  4. All ‘after’ business rules that run on record insert.
  5. All ‘after’ engines run, including data lookup rules.
A

False

Explanation
Data lookup rules, assignment rules and business rules run in the following order:

  1. All ‘before’ business rules that run on a record insert with an order value less than 1000.
  2. All ‘before’ engines run, including assignment rules.
  3. All ‘after’ engines run, including data lookup rules.
  4. All ‘before’ business rules that run on a record insert with an order value greater than or equal to 1000.
  5. All ‘after’ business rules that run on record insert.
294
Q

The form layout displays a separate cell for each field, section, annotation, UI element, and related list that is on the form.

A

True

295
Q

The Instance Security Hardening Settings refer to several security options available in your instance.

A

False

Explanation
The Instance Security Hardening Settings content contains detailed descriptions, and compliance values, for the security-related system properties and plugins in the Now Platform.

296
Q

The Timer activity pause the workflow for a set period of time.

A

True

297
Q

Export formats include: PDF , HTML, XML and CSV.

A

False

Explanation
Export formats include:

CSV

XML

PDF

298
Q

Agent_admin role can approve or reject approvals.

A

False

Explanation
False. Agent_admin rol can manage MID Server-related scripts.

299
Q

User passwords are also brought to the ServiceNow system with LDAP connection.

A

False

300
Q

Toggle Template Bar provides shortcuts to apply, edit, and create templates.

A

True

301
Q

Variables can be set to be shared among multiple catalog items.

A

True

Explanation
Service catalog variables capture and pass on information about choices a customer makes when ordering a catalog item. Variables help define the structure of a catalog item form that is displayed to the customer.

302
Q

This SNC Access Control plugin enables customers to control which ServiceNow employees may access their instance, and when.

A

True

303
Q

Are searches case sensitive?

A

False

304
Q

Insert UI Action on the form creates a new record and redirects us to previous viewed page

A

True

305
Q

Table cleaner automatically deletes records on certain tables to prevent data growing exponentially.

A

true

306
Q

Connect Chat is a real-time messaging tool that enables users to chat with individuals and groups, quickly share files, and collaborate on any record by connecting with the right people instantly.

A

true

307
Q

OnSubmit() runs when the system first renders the form and before users can enter data.

A

False

Explanation
OnSubmit() runs when a form is submitted. Typically, onSubmit() scripts validate things on the form and ensure that the submission makes sense. An onSubmit() client script can cancel form submission by returning a value of false.
308
Q

Personalizing a list for an individual user will not affect other users list layout

A

True

309
Q

GlideRecord class can be used class to operate on the fields of the current GlideRecord.

A

False

Explanation
GlideElement can be used in order to operate on the fields of the current GlideRecord

310
Q

If a workflow is not published, it wil be captured in update set

A

False

311
Q

Responsive dashboard functionality is enabled by default.

A

True

Explanation
Any user who has a role can create new responsive dashboards, share them with other users, and convert homepages to responsive dashboards.

Responsive dashboard functionality is enabled by default from the New York release but can be disabled if your instance does not require it.

312
Q

There can be only one default update set for any application scope.

A

True

Explanation
Only one update set can be the default set for any application scope.

313
Q

Which of the following is the primary way to interact with the applications and data in a ServiceNow Instance?

A

Now Platform UI

314
Q

A role is a:

A

Collection of permissions

315
Q

A group is a:

A

Set of users who share a common purpose

316
Q

The Now Platform is an example of which cloud computing model?

A

Application Platform-as-a-Service (aPaaS)

317
Q

Which of the following workflow types does the Now Platform provide? 3 Answers

A

Employee
Customer
Information Technology (IT)

318
Q

What are the three main screen elements of the Now Platform User Interface? 3 Answer

A

Banner frame
Application Navigator
Content frame

319
Q

Which of the following would be included in the results when entering “service” in the Navigation filter? 2 Answers

A 
All modules and sections within the Service Desk application
Any module with a name containing "services"
320
Q

What do you select to personalize the system settings of the Now Platform user interface?

A

Gear

321
Q

Which of the following are ways to create a favorite? 3 Answers

A

Drag the breadcrumbs of a filtered list to the Favorites tab
Drag an individual record to the Favorites tab
Select the star of its corresponding application or module

322
Q

What is selected to impersonate another user?

A

User menu

323
Q

You need to go back to review a record you just looked at recently. What is one of the quickest ways to navigate back to the same record?

A

Select the record from the History tab

324
Q

Each ServiceNow solution provides its own guided setup. When implementing IT Service Management (ITSM), where would you navigate in order to update Now Platform user interface branding, including the company logo and colors? 2 Answers

A

System Properties > Basic Configuration UI16

Guided Setup > ITSM Guided Setup

325
Q

Which of the following branding features can be configured? 4 Answers

A

Banner image, text, and colors
Navigator background and text colors
Browser tab title
System date/time formatting

326
Q

What are some of the benefits often recognized by branding your instance? 3 Answers

A

Accelerate adoption rates
Create a shared identity
Gain user trust

327
Q

Lists provide context menus at three different levels. What are the names of those context menus? 3 Answers

A

List title menu
List fields context menu
List column context menu

328
Q

A filter is a set of conditions applied to a table to help you find and work with a subset of data. In the Now Platform, filter conditions are also referred to as:

A

Breadcrumbs

329
Q

Which menu can users access to display actions that involve creating quick reports, configuring lists, and exporting data?

A

Column Context Menu

330
Q

Which search feature can be used to help narrow down search results in ServiceNow?

A

Wildcard Characters

331
Q

A column in a list represents what in the ServiceNow instance?

A

A field

332
Q

Which menu provides options related to viewing, configuring, creating favorites, and saving form data?

A

Form Context Menu

333
Q

What allows users to see a time stamped history of all actions taken within a record?

A

Activity Stream

334
Q

Which field type displays records from another table?

A

Reference

335
Q

When using Form Designer, icons presented on each field include which of the following. 3 Answers

A

Edit icon
Remove icon
Handle icon

336
Q

A field can be added to a table and form by accessing which part of the Form Designer interface?

A

Field Navigator

337
Q

Different form templates can be applied to a form by accessing the:

A

Template bar

338
Q

Which of the following is a best practice when configuring Assignment Rules or Predictive Intelligence? 4 Answers

A

Setting an Assignment group and User based on Category and Subcategory
Setting a User based on Category and Subcategory
Setting an Assignment group and User based on the Short description
Setting an Assignment group based on Category and Subcategory

339
Q

Which of the following are ways to collaborate with team members on Tasks? 4 Answers

A

User presence
Activity stream
Connect chat
Comments

340
Q

Which tab contains the Activity Stream for a task?

A

Notes

341
Q

Which of the following best describes Tasks? 3 Answers

A

Tasks lead to quicker resolution times
Tasks are repeatable processes
Tasks minimize the possibility of human error

342
Q

To see the notifications that are currently defined on the Now Platform, you can navigate to:

A

system Notification > Email > Notifications

343
Q

When configuring an email notification, where can you choose field values from the record to include within the message?

A

Select variables

344
Q

Which three tabs are used to configure an email notification? 3 Answers

A

What will it contain
When to send
Who will receive

345
Q

Which feature allows users to manage which notifications they receive about various activities occurring in the platform?

A

Subscriptions

346
Q

Where can users set their notification subscription preferences?

A

System settings

347
Q

Notifications in the Now Platform occur through which of the following methods? 3 Answers

A

Email
Meeting Invitation
SMS

348
Q

Select the report visualization types that can be generated from a list of records. 2 Answers

A

Pie chart

Bar chart

349
Q

Which phase of the Report designer lets you choose a color scheme for the report visualization?

A

Style

350
Q

Which phase of the Report designer lets you define the Group by attribute?

A

Configure

351
Q

Which of the following are valid report sharing options? 5 Answers

A 
Publish
Export to PDF
Add to dashboard
Schedule
Share
352
Q

What is the recommended way to share a report?

A

Share the report

353
Q

By default, a report is shared with:

A

The report creator only

354
Q

Which of the following are ways an end user can leave feedback about an article? 3 Answers

A

Leave a comment on the article
Give a 1-5 star rating
Mark an article as helpful or not helpful

355
Q

What feature allows end user to post questions and answer other use questions?

A

Social Q&A

356
Q

What items in the Knowledge Management Service Portal displays articles that have highest percentage of users marking them helpful?

A

Most Useful

357
Q

What is the best way to share a knowledge article with another user?

A

A permalink

358
Q

Which of the following are possible methods of populating a knowledge base with knowledge articles? 3 Answers

A

Integrating with a WebDev compliant source
Creating articles directly in the ServiceNow Platform
Importing Microsoft Word files

359
Q

If the end user wants to report an Incident, where do they navigate on the service portal?

A

In the Can We Help You? Category in the Service Catalog

360
Q

What are the two options to define the fulfillment process for a service catalog item?

A

Flow

Workflow

361
Q

When using the Service Portal, how do end users typically access the service catalog?

A

Under Request Something

362
Q

Which of the following aspects of the service catalog application can a user with only the Catalog Administrator role manage? 3 Answers

A

Catalog Items
Catalogs
Categories

363
Q

Where does the System Administrator navigate to edit a catalog item?

A

Maintain Items

364
Q

From the end user’s perspective, how are the products and services in the service catalog organized?

A

Categories and Subcategories

365
Q

Which of the following are Flow Designer triggers? 3 Answers

A

Application-based
Record-based
Schedule-based

366
Q

Which of the following are true regarding Flow Designer actions? 3 Answers

A

Represent reusable operations for use across multiple flows
Can be contained in a spoke
Provide the ability to build your own custom actions

367
Q

Which of the following are true regarding Flow Designer? 3 Answers

A

Provides automation tools
Integrates with third party systems
Saves time

368
Q

Virtual Agent offers a personalized customer experience by automating typical Tier 1 support tasks, including which of the following? 3 Answers

A

Answering FAQs
Performing diagnostics
Providing how-to information

369
Q

The purpose of Virtual Agent is to help users do which of the following? 3 Answers

A

Perform common work tasks
Obtain information
Make decisions

370
Q

Which modules can you use to create a new table? 2 Answers

A

Tables & Columns

Tables

371
Q

What is created by default when you create a new table? 2 Answers

A

Application Menu with the same name as the table Label (e.g. Infinity)
Module with the plural of the table Label (e.g. Infinities)

372
Q

Which elevated role is required to modify access control rules?

A

security_admin

373
Q

What types of permissions can be configured in an access control rule? 3 Answers

A

Roles
Script that sets the ‘answer’ variable to true or false
Conditions

374
Q

In what order are access controls evaluated?

A

First at the Table-level (most specific to most general), then at the Field-level (most specific to most general)

375
Q

Which tool is used to determine relationships between fields in an import set and an existing table?

A

Transform Map

376
Q

Which option allows you to update an existing Target Table records when importing data from an import set?

A

Coalesce

377
Q

What is a CI? 3 Answers

A

Tangible (e.g. hardware, software, servers) entities
Intangible (e.g. business services, email) entities
Configuration Item

378
Q

What are the three key tables in the CMDB? 3 Answers

A

Base Configuration Item [cmdb]
Configuration Item [cmdb_ci]
CI Relationship [cmdb_rel_ci]

379
Q

What represents multiple related request items grouped together as one request?

A

Order Guide

380
Q

What is created when an order is placed for a catalog item? 3 Answers

A

One or more Service Catalog Task (SCTASK) records
A Request (REQ) record
A Request Item (RITM) record

381
Q

Which of the following run scripts client-side? 2 Answers

A

UI Policy

Client Script

382
Q

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

A

Business Rule

383
Q

What do you configure to instruct fields how to behave on a form when a UI policy is triggered?

A

UI Policy Action

384
Q

What attributed of a field can a UI policy action change on a form? 3 Answers

A

Visible/hidden
Mandatory
Read-only

385
Q

What is an update set?

A

What is an update set?

Group of one or more changes that can be moved from one instance to another all together.

386
Q

What are the steps for applying an update set to an instance? 3 Answers

A

Retrieve
Preview
Commit

387
Q

What types of records are not captured in an update set by default? 2 Answers

A

Data records

Homepages

388
Q

Which ServiceNow product provides the ability to quickly integrate with 3rd party applications without scripting?

A

IntegrationHub

389
Q

What ServiceNow feature can be used to begin the creation of an application?

A

Guided Application Creator

390
Q

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

A

Scope

391
Q

What is granted to non-administrators in order for them to be able to develop applications.

A

Delegated Development

392
Q

In order to be used, an event record must be…

A

Registered

393
Q

What are events?

A

Log records indicating something notable has occurred in the system.

394
Q

Which of the following are benefit of Now Learning? Select 5 Answers from the below options.

A

Offers learners an opportunity to learn and gain practical experience
Offers learners a chance to create personalized Learning Plans
Integrated with your Now Profile
Offers learners a single source for all of their content
certification, certification maintenance, and profile needs
Offers learners a wide breadth of course topic and delivery type

395
Q

Which of the following are benefits of your Now Profile? 5 Answers

A

Showcases your ServiceNow expertise
Acts as a Universal ID across all resources
Displays Badges across multiple resources
Displays Super badges by role
Allows you to consolidate ServiceNow accounts

396
Q

Tables and fields can be viewed and manipulated where?

A

Record list
form
tables and columns

397
Q

An ACL rule only grants a user access to an object if the user meets all pf the permissions required by the matching ACL.

A

The condition must evaluate to true

The script must evaluate to true or return an answer variable with the value of true

The user must have one of the roles in the required roles list

the other matching ACL rules for the object type must evaluate to true

SNow (2 decks)

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