User Interface & Navigation 20%

Question 1

ServiceNow Overview

ServiceNow Overview

Answer 1

ServiceNow believes in the power of technology to reduce complexity in our jobs and make work, work better for people. We transform old, manual ways of working into modern digital workflows. Employees, customers, and suppliers get what they need, when they need it—fast, simple, easy. It is all made possible by the many features of the Now Platform at the foundation of ServiceNow.

Question 2

ServiceNow Overview

Now Platform Overview

Answer 2

The Now Platform from ServiceNow provides an Application Platform-as-a-Service (aPaaS). That means it is a cloud-based computing model which provides the infrastructure needed to develop, run, and manage applications. It is not limited to a specific department or function, but encompasses the entire enterprise.

Question 3

ServiceNow Overview

The applications delivered by ServiceNow are divided into four different workflows:

Answer 3

1. IT Workflow
2. Employee Workflow
3. Customer Workflows
4. Creator Workflows

Question 4

ServiceNow Overview

User Interface & Navigation

There are three ways to interact with the now platform. What are they?

Answer 4

The three Now Platform interfaces are:

1. Next Experience Unified Navigation
2. Now Mobile App
3. Service Portal

Question 5

ServiceNow Overview

User Interface & Navigation

ServiceNow Architecture consists of:

Answer 5

1. Application Platform As A Service (APaaS)
2. Single Data Model
3. Multi-Instance
4. High Availability Architecture Data Centers
5. Frequent Back Ups (weekly) and 6 days of differential backups

Question 6

ServiceNow Overview

What is Domain separation?

Answer 6

also called multi-tenancy—allows you to separate data, processes, and administrative tasks on an instance into logical groupings, called domains. You can then control several aspects of this separation, including which users can see and access data.

Question 7

ServiceNow Overview

One key differentiator of the the Now Platform.

Answer 7

Multi-instance architecture

Question 8

ServiceNow Overview

User Interface & Navigation

What does the (HI) abbreviation stand for in the Now Support.

Answer 8

Now Support (HI) stands for “hosted instance”. Now Support manages all ServiceNow hosted instances including upgrades.

Reference: ServiceNow - Now Support (HI)

Question 9

ServiceNow Overview

The primary way to interact with the applications and information in a ServiceNow instance is?

Answer 9

Next Experience Unified Navigation

Question 10

ServiceNow Overview

What are some notable features in the Next experience Unified Navigation:

Answer 10

Landing pages and navigation menus designed with tabs for all applications/modules, favorites, history, and workspaces.

Question 11

ServiceNow Overview

User Interface & Navigation

What the Contextual app pill do?

Answer 11

Provides the context for where you are in the instance and enables you to favorite the current item.

Question 12

ServiceNow Overview

User Interface & Navigation

ServiceNow offers two, persona-focused Mobile apps:

Answer 12

1. ServiceNow Mobile Agent
2. Now Mobile

Question 13

ServiceNow Overview

When using the ServiceNow Mobile app, what role is it targeted for?

Answer 13

The ServiceNow Mobile Agent app is targeted to the role of fulfiller. It supports the needs of those fulfilling requests for products and services across the enterprise.

Question 14

ServiceNow Overview

When using the Now Mobile app, what role is it targeted for?

Answer 14

The Now Mobile app is targeted to the needs of an employee. It includes functionality such as reporting broken items and finding available conference rooms.

Question 15

ServiceNow Overview

Top 10 reasons to use ServiceNow Mobile apps:

Answer 15

1. Persona-focused for intuitive use
2. Mobile first and completely native, using the device’s built-in features
3. Codeless and rapid development of new applets
4. Ability to submit, view, and update requests, issues, and tasks
5. Global search to find people, service and items, and articles
6. Offline access with Mobile Agent to enable fulfillers to complete work while not connected
7. Push notifications for access to important information instantly
8. Access to Virtual Agent and knowledge articles
9. Role-based access to customized information
10. Manageable from an MDM (mobile device management) or an MAM (mobile application management)

Question 16

ServiceNow Overview

The Service Portal provides a user-friendly self-service experience providing access to specific features, using widgets. Users are able to:

Answer 16

• Search for articles, catalog items, records
• Submit requests
• Browse the corporate news feed

Question 17

ServiceNow Overview

How can The Service Portal homepage can be accessed

Answer 17

By navigating to https://.service-now.com/sp.

Question 18

ServiceNow Overview

The Now Platform utilizes role-based access to ensure people have the information and workflows they need to fulfill their roles. Name the 4 Components:

Answer 18

1. User
2. Group
3. Role
4. Base Systems roles

Question 19

ServiceNow Overview

The Now Platform utilizes role-based access they are divided into 4 Components; 1. User 2. Group, 3. Role, 4. Base system roles. Define USER

Answer 19

A user is an individual that has been granted access to your ServiceNow instance.

Question 20

ServiceNow Overview

The Now Platform utilizes role-based access they are divided into 4 Components; 1. User 2. Group, 3. Role, 4. Base system roles. Define GROUP

Answer 20

A group is a set of users who share a common purpose.

Members of groups perform similar tasks or need access to similar information for various purposes, such as approving change requests, resolving incidents, receiving email notifications, or administering the Service Catalog. Users working in ServiceNow are typically assigned to one or more groups.

Question 21

ServiceNow Overview

The Now Platform utilizes role-based access they are divided into 4 Components; 1. User 2. Group, 3. Role, 4. Base system roles. Define ROLE

Answer 21

A role is a collection of permissions in the Now Platform used to:

• Grant access to applications and other parts of the platform, and
• Assign security rights.
• in the context of the Now Platform, the word “role” defines your capabilities in the application.

Question 22

ServiceNow Overview

The Now Platform utilizes role-based access they are divided into 4 Components; 1. User 2. Group, 3. Role, 4. Base system roles. Define BASE SYSTEM ROLES

Answer 22

Administrators can assign one or more base system user roles to grant access to base system platform features and applications.

Note: You cannot rename roles of any kind in the Now Platform.

The following are many roles included in the base ServiceNow system with a new instance

for example:

System Administrator (admin): Grant this privilege carefully.

Approvers (approver_user):

ITIL (itil):

Base system roles (servicenow.com)

Question 23

ServiceNow Overview

Assigned role-based access is a collection of permissions has been defined as a role, it can be assigned to a group or user. All groups or users assigned to that role are granted the access allowed by the role permissions. What should you keep in mind?

Answer 23

GOOD PRACTICE: Rather than assigning roles to individual users, add the users to a group and assign the role to the group. This method of role assignment simplifies maintenance when responsibilities within the organization change. A user can be removed from one group and added to a new group, inheriting all the permissions needed to the perform their new duties.

Question 24

ServiceNow Overview

What are self-service users?

Answer 24

Users without any assigned role permissions can still log in to ServiceNow and access common actions, such as viewing a homepage, accessing the Service Catalog, viewing knowledge articles, and taking surveys. These are often referred to as self-service users.

Question 25

# ServiceNow Overview ## Footnote The Now Platform can support many different methods of user authentication. What are six (6) examples?

Answer 25

**_1.Local database_** Authenticates the user name and password stored in their corresponding user record in the ServiceNow instance **_2. External Single Sign-on (SSO)_** Authenticates the user name and password configured in identity providers that have a matching user account in the ServiceNow instance **_3. LDAP_** Authenticates the user name and password in their LDAP (Lightweight Directory Access Protocol) account that has a matching user account in the ServiceNow instance **_4. OAuth 2.0_** Authenticates the user name and password of OAuth identity provider that has a matching user account in the ServiceNow instance **_5. Digest Token_** Authenticates an encrypted digest of the username and password stored in the user rec **_6. Multi-factor_** Authenticates the user name and password in the ServiceNow instance and sends a passcode to the user's mobile devicewhere an authenticator supporting Time-based One-time Password (TOTP) is installed, such as Google Authenticator [Identity and Authentication release notes (servicenow.com)](https://docs.servicenow.com/bundle/sandiego-release-notes/page/release-notes/now-platform-administration/authentication-rn.html)

Question 26

# ServiceNow Overview ## Footnote When you successfully log in to ServiceNow, you will see what page (First-Time Entry Point)

Answer 26

The Next Experience Unified Navigation page.

Question 27

# ServiceNow Overview ## Footnote Which is the primary way to interact with the applications and data in a ServiceNow instance?

Answer 27

**Through the Next Experience Unified Navigation** “The primary way to interact with applications and data in a ServiceNow instance is through the Next Experience Unified Navigation”

Question 28

# ServiceNow Overview ## Footnote A role is a:

Answer 28

A role is a **_collection of permissions._**

Question 29

# ServiceNow Overview ## Footnote A group is a:

Answer 29

A group is a **_set of users who share a common purpose_**.

Question 30

# ServiceNow Overview ## Footnote The Now Platform is an example of which cloud computing model?

Answer 30

The Now Platform is an **_Application Platform-as-a-Service (aPaas)._**

Question 31

# ServiceNow Overview ## Footnote Name 3 work flow types does the Now Platform provide?

Answer 31

The Now Platform provides 1. Information Technology (IT), 2. Employee 3. Customer workflows. **Note: and Creator Workflows**

Question 32

# ServiceNow Overview ## Footnote **If you want to find and navigate to a specific record quickly. where do you go?**

Answer 32

*Go to Global search and just search for the record number. You'll be directed to the form automatically with the record displayed.*

Question 33

# ServiceNow Overview ## Footnote When logging in for the first time on your Next Experience instance, an onboarding component is available to help get you acquainted. What do you select?

Answer 33

**You can select the Check it out button to launch a tour.** --Then, close the Onboarding component once you are comfortable navigating around the platform. But it is important to note, once the component IS closed, you will have to ask your System Administrator to re-activate it for you.--

Question 34

# ServiceNow Overview ## Footnote Name The Next Experience Unified Navigation four distinct zones:

Answer 34

1. **The logo,** 2. **Navigation menus,** 3. **The Contextual app pill** 4. **and utilities.** [Working in the Next Experience UI (servicenow.com)](https://docs.servicenow.com/bundle/sandiego-platform-user-interface/page/get-started/servicenow-overview/concept/next-experience-ui.html)

Question 35

# ServiceNow Overview ## Footnote The **All menu** displays:

Answer 35

the applications and modules available to the logged-in user, determined by role.

Question 36

# Lists and Filters ## Footnote You can expand and collapse applications, what could you use to quickly locate menu items?

Answer 36

The Filter navigator

Question 37

# Lists and Filters ## Footnote If you find yourself frequently visiting the same page, what 3 things you can click to reference this page?

Answer 37

Click the **_star_** to its right to make it a favorite from the header menu, click additional actions menus and click create favorite from a list drag the record number to the favorites navigator

Question 38

# Lists and Filters ## Footnote How do would you access the the pages you clicked the stars to make them a favorite?

Answer 38

The Favorites menu

Question 39

# Lists and Filters ## Footnote You were previously on a page looking at a record. But you forgot what page it was. What can you do?

Answer 39

Use the **_History tab_** to return to recently-visited pages.

Question 40

# Lists and Filters ## Footnote You have access to multiple workspaces how do you access the other workspaces?

Answer 40

**_Click the Workspaces tab_** to easily locate the workspaces you have access to. If you do not have access to at least one workspace, this tab will not appear

Question 41

# Lists and Filters ## Footnote You just logged into your instance for the first time and you search for an application or module and return ZERO results. What else can you do to make applications and modules easily accessible?

Answer 41

You can **PIN** any of the menu tabs if you would like it to remain visible on the left side of your instance. **UNPIN** it to collapse the menu and give you more work space.

Question 42

# Lists and Filters ## Footnote Where can you look to show you where you are in the instance?

Answer 42

The **_Contextual app pill_** *The Contextual app pill shows you where you are in the instance. Notice when you navigate to another place in the instance, the name changes. The Contextual app pill's star icon is another way to make the current item a favorite.*

Question 43

# Lists and Filters You are in Apodcalypse3 Pod and new to the Next Experience Unified Navigation page. You have like thousand of tabs open. How do you find your way home?

Answer 43

**The logo** can be selected any time to return you to the landing page

Question 44

# Lists and Filters ## Footnote This Unified Navigation feature provides the ability to search keywords across the entire instance. If many results are returned, quick links provide the number of matches for each record type. These links will also help you navigate to relevant sections quickly. You can also search for specific records by number and open them from the results list. What feature is this called?

Answer 44

**Global Search**

Question 45

# Lists and Filters ## Footnote You have been studying for the CSA exam for 8 weeks and your brain is fried ad you can't remember how to do something. Where can you search for information to assist?

Answer 45

Use Help to access on-demand help when you need it

Question 46

# ServiceNow Overview ## Footnote You need to review updates and messages from your instance, where do you go?

Answer 46

Click the Notifications icon

Question 47

# ServiceNow Overview ## Footnote How do you personalize your instance

Answer 47

**-You can use the User menu to personalize your instance and set your preferences. If your profile contains your image, it will display here. If not, your initials will be shown instead.** The Profile menu item displays your profile details when it's selected. The Preferences menu provides access to the settings the logged-in user can use to set their personal instance preferences. These settings can be personalized in each of these categories, without affecting other users. We can also use the User menu to log out.

Question 48

# ServiceNow Overview ## Footnote What items are in the Banner Frame?

Answer 48

Contextual App Pill Global Search Help Icon User Menu

Question 49

# ServiceNow Overview ## Footnote What items are in the All Menus

Answer 49

Favorites Navigation Filter History All (Applications and modules)

Question 50

# ServiceNow Overview ## Footnote What items are in the Content Frame?

Answer 50

Forms Lists of records Home Pages and dash boards

Question 51

# Lists and Filters **What are Lists and Filters?**

Answer 51

Lists and filters help manage the records in a ServiceNow table. A list displays a set of records from a table.

Question 52

# Lists and Filters ## Footnote **The list interface consists of:**

Answer 52

The list interface consists of a title bar, filters and breadcrumbs, columns of data, and search capability. Each column in a list corresponds to a field in the table. Each row corresponds to a record in the table.

Question 53

# Lists and Filters ## Footnote **A list displays the records from a\_\_\_\_\_\_\_?**

Answer 53

Data Table examples: Incident, [Problems or User table

Question 54

# Lists and Filters ## Footnote Lists appear in the\_\_\_\_\_ Frame?

Answer 54

Content

Question 55

# Lists and Filters ## Footnote Where can we access list controls?

Answer 55

The list title menu icon, or by right-clicking the title bar

Question 56

# Lists and Filters ## Footnote We can personalize a list. when doing this will this affect or users lists? T/F

Answer 56

False You can personalize your view of a list without affecting other users. These check boxes offer display and editing options. You will notice that a **_green dot appears_** to the right of the gear if you’ve personalized the list\>Notice that a green dot appears to the right of the gear if you’ve personalized the list?

Question 57

# Lists and Filters ## Footnote How do you tell how a list is filtered?

Answer 57

You can always tell how a list is filtered by looking at the breadcrumbs.

Question 58

# Lists and Filters ## Footnote What are filter conditions.

Answer 58

Filter condition consists: Field Operator Value

Question 59

# Lists and Filters ## Footnote Breadcrumbs start with \_\_\_\_, where there are no filters and all records are displayed.

Answer 59

**All**

Question 60

# Lists and Filters **_User Interface & Navigation_** **List and Filters** Each filter condition further refines the results, from left to right. How would we remove all conditions and still display every record.

Answer 60

Clicking All would remove every condition, to display all records.

Question 61

# Lists and Filters ## Footnote If we want to remove and filter without affecting those to its right, how would we remove this condition?

Answer 61

We click the condition separator at the left of the condition we want to remove.

Question 62

# Lists and Filters ## Footnote Context menus provide three different levels of list control?

Answer 62

The list title menu The list column context menu, which appears for each column the list fields context menu, which is available for each value in the list.

Question 63

# List and Filters Each column corresponds to a \_\_\_\_\_\_\_on a table.

Answer 63

Field

Question 64

# List and Filters A quick way to filter a list is to right-click a value we want to exclude and select?

Answer 64

Filter Out

Question 65

# List and Filters Your looking at a list of records and want to quickly filter to show only the category of Software. How can this be accomplished?

Answer 65

Look at the List , locate and right click the VALUE Software, then select show matching.

Question 66

# List and Filters ## Footnote To help them fulfill procurement tasks, the Hardware group needs to see additional information when looking at Service Catalog Requests.to show the following fields in the order shown. * Number * Requested for * Due date * Urgency * Delivery address

Answer 66

Navigate to the **All \>** **Service Catalog \> Open Records \> Requests** module to display the List view for the Requests (sc\_request) table. Then **create** a **new** List view called '***Delivery***'

Question 67

# List and Filters To help identify Hardware requests quickly, how would you create a saved filter for the list.

Answer 67

Begin by filtering your list view to only display ***Active*** requests, where the Assignment group is the ***Hardware** group* and the Stage is ***Requested***. Then use the **Save..** button to save the filter with the name '***Hardware Requests***' and ensure ***Everyone*** can access it.

Question 68

The product development group wants to speed up and simplify the creation of Contracts for non-disclosure agreements by using templates.

Question 69

# Lists and Filters Which Icon would you double click to expand and collapse the list of all applications and modules?

Answer 69

The Application

Question 70

# Lists and Filters On a filter condition, which is always the choice list?

Answer 70

Operator

Question 71

# Lists and Filters When looking at a list of records, you want to quickly filter to show only those with a short description of email. How would you do this?

Answer 71

click the list magnifier to expand the column search, on the short description column type asterisk (\*) email, or \*email and enter.

Question 72

# Lists and Filters *What key feature allows you to update multiple records at the same time without opening the form?*

Answer 72

*You can use the list editor select consecutive values with Shift + Down Arrow or Shift + Up Arrow (Shift+ Command of Mac) and then double click the record to open the list editor to update the highlighted values and select green check mark.*

Question 73

# Lists and Filters ***Question 1: The marketing department needs a new view configured that will present additional fields to users. Gaining visibility to this data will aid in more informed and faster decision making for their team. The marketing coordinator decides to reach out to the system administrator for guidance. Thanks for reaching out. In order to create the view, I'll need to know the list you want to work with and the information you'd like to see. I'm glad you came prepared! Because I want you to understand the process, let's talk through the steps. Where do we go in Next Experience to create a new view?*** _Question 2: Now we're on our way! Do you know the name of the interface we'll use to create a new view?_ **Question 3. Great session! We've created the view, but you mentioned it does not have some of the fields you want and the fields you do want are not in the desired order. How might we fix this?** *_Question 4. So, we have a view, we've added and removed fields, but they're not in the order you want them to appear. How do we fix this?_*

Answer 73

***Answer 1: Right-click on any column header and select Configure \> List Layout. That's right! To configure a list, you can right-click on any column header and select Configure \> List Layout. You can also access these options by clicking on the Column Options Menu.*** _Answer 2: List collector, yes! The List collector interface has a section where you have the option to create a new view._ **Answer 3. We can use the Add and Remove buttons. Absolutely. The add and remove buttons will add the fields you want to the view and remove the fields you don't. Let's continue to learn how to change the order in which they will appear in the list.** *_Answer 4. We can use the Move-up and Move-down buttons._* *_Exactly! Using these buttons will establish the order in which the fields will appear in your list view._*

Question 74

# Natural Language Query What does Natural language Query allow you to on a list?

Answer 74

Allows you filter a list by typing in a phrase [Natural Language Query (servicenow.com)](https://docs.servicenow.com/bundle/sandiego-now-intelligence/page/administer/natural-language-query/concept/natural-language-query.html) As you type, auto-suggestions for text will appear so you can click the suggestion before typing the complete filter. Click **Ask**, and you will see the filter applied to the breadcrumb.

Question 75

# Natural Language Query How can you activate Natural Language Query?

Answer 75

This can be activated by installing the Natural Language Query (com.snc.nlq) and Predictive Intelligence (com.glide.platform\_ml) plugins. ## Footnote note: Administrators will be able to turn this feature off by using the list control.

Question 76

# Forms and Templates How do you capture and display the information of a ServiceNow record?

Answer 76

With forms,

Question 77

# Forms and Templates How are Forms displayed?

Answer 77

in the content frame

Question 78

# Forms and Templates What information does a form display?

Answer 78

information from one record in a data table

Question 79

# Forms and Templates What do form fields contain?

Answer 79

collected and displayed data

Question 80

# Forms and Templates What can we use forms to do?

Answer 80

to create, view, or modify a specific record In a data table.

Question 81

# Forms and Templates *when you want to copy a record and just make a few changes. Open the record to copy, make your changes, A new record with the changes will be created and you will stay on the same form by selecting?*

Answer 81

***Insert and Stay**.*

Question 82

# Forms and Templates *If you want to make a copy of the record and _close the form,_ you make my changes, and then just select?*

Answer 82

Insert

Question 83

# Forms and Templates *When you are adding updates to the activity stream on a form*

Answer 83

***Work notes** are for internal conversation with those resolving the task.* ***Additional comments** are for customer visible comments.* *It is important not to mix those up**.* [Form templates (servicenow.com)](https://docs.servicenow.com/bundle/sandiego-platform-administration/page/administer/form-administration/concept/c_Templates.html)

Question 84

# Forms and Templates The red asterisk in a form identifies \_\_\_\_\_\_\_fields?

Answer 84

required/mandatory fields.

Question 85

# Forms and Templates Some forms also have sections with additional fields. How are they displayed?

Answer 85

Sections are displayed in tabs. * Note: You can enable or disable form tabs in the System Settings.* * click these icons to collapse or expand form sections when tabbed forms are disabled.* [Field types (servicenow.com)](https://docs.servicenow.com/bundle/sandiego-platform-administration/page/administer/reference-pages/reference/r_FieldTypes.html)

Question 86

# Forms and Templates Fields that allows the selection of one of the following data structures and entry of values to organize particular information in the record. Few examples are:

Answer 86

* String---where users enter plain text * * Choice--where users select from a list of choices * * Boolean--true-false fields—like this check box to indicate whether or not a draft knowledge article is to be created from this record when the incident is closed * * Reference fields---where users enter or select a value from a related table. [Field types (servicenow.com)](https://docs.servicenow.com/bundle/sandiego-platform-administration/page/administer/reference-pages/reference/r_FieldTypes.html)

Question 87

# Forms and Templates *Why are both **form designer** and **form layout** used to configure forms?*

Answer 87

***Form designer was introduced** after form layout **to help design forms based on how they appear visually**.* *form designer is typically where you will configure forms, but form layout is still around as it provides a **_quick alternative**_ for things _**such as dot-walking to select fields from other related tables_**. You might find what you are looking for without having to add something new. Just verify that the purpose of the existing field matches your needs.*

Question 88

# Forms and Templates if we enter a value that doesn't exist on a table. The field turns what color and displays?

Answer 88

The field turns pink and an error message is displayed.

Question 89

# Forms and Templates Clicking the reference icon displays?

Answer 89

a preview of the related record. Note: from here, we can open the user record

Question 90

# Forms and Templates A shaded field means?

Answer 90

we can’t change the value

Question 91

# Forms and Templates How is **_Priority_** determined?

Answer 91

it is calculated from the **_Impact**_ and _**Urgency values_**

Question 92

# Forms and Templates Additional comments and Work notes are what type of fields?

Answer 92

**_Journal fields_**, where we provide notes on a record, viewable by different users.

Question 93

# Forms and Templates in the activity stream comments are visible by all users. Work notes are viewable for user with ______ Role?

Answer 93

ITIL role

Question 94

# Forms and Templates Some fields are dependent on others. For example, the On hold reason field isn’t displayed unless the _____ value is On Hold?

Answer 94

the State Value

Question 95

# Forms and Templates What two locations on form can you save a record and keep it open?

Answer 95

Clicking the form context menu--------or right-clicking the form header

Question 96

# Forms and Templates When using form designer how do you define a section to be displayed as a tab?

Answer 96

**You would define it by naming the section** Step 4 in procedure [Using the form designer (servicenow.com)](https://docs.servicenow.com/bundle/sandiego-platform-administration/page/administer/form-administration/concept/c_FormDesign.html#t_AddANewSection)

Question 97

# Forms and Templates Sections on a form can be one or two columns, tabs. In form designer how would you define a section, so it is displayed as a tab?

Answer 97

**_Name/Label the Section_** [Using the form designer (servicenow.com)](https://docs.servicenow.com/bundle/sandiego-platform-administration/page/administer/form-administration/concept/c_FormDesign.html#t_AddANewSection)

Question 98

# Forms and Templates What are the main components of the form design interface?

Answer 98

Header Field Navigator Form Layout

Question 99

# Forms and Templates When on on a form and you want want to change the order of the fields on the form, what two methods can this be accomplished?

Answer 99

1. Navigate to a form. 2. Click the form context menu\> icon ( ![]()) and select **Configure** \> **Form Layout**. or right click on the header\> configure\> form design

Question 100

# Forms and Templates You have created and new form for a client for their application. They are requesting to add a field to the form. where would we go to complete this?

Answer 100

1. Navigate to the customer's form. 2. Click the form context menu\> icon ( ![]()) and select **Configure** \> **Form Layout**. or right click on the header\> configure\> form design

Question 101

# Forms and Templates Many forms contain one or more related lists, which display records in other tables that have relationships to the current record. when can we find this list?

Answer 101

Related lists don’t appear until the form has been submitted and the new record created.

Question 102

# Forms and Templates A form usually displays only a subset of the fields on the underlying table. And users with the personalize role can create views to specify which fields on the form are visible to which users.

Answer 102

Users with the view\_changer role can switch their form view. This doesn’t affect the views of other users

Question 103

# Forms and Templates What Creates a new record and keeps the form Open

Answer 103

Insert and Stay Copy Incident

Question 104

# Forms and Templates What Creates a new record and closes the form?

Answer 104

Insert Submit

Question 105

# Forms and Templates Updates an existing record and keeps the form open?

Answer 105

Save

Question 106

what Updates an existing record and keeps the form open?

Answer 106

Update

Question 107

# Branding Common types of interfaces.

Answer 107

Workspace List Form Dashboard Knowledge Base Service Catalog

Question 108

# Interface What are the different interfaces for accessing a ServiceNow instance?

Answer 108

Next Experience Unified Navigation Service Portal Now Mobile App

Question 109

What are the components of the Next Experience Unified Navigation

Answer 109

All Menu Favorites Menu History Menu Workspace Menu Filter navigator

Question 110

What is collection of users who share a common purpose?

Answer 110

Group

Question 111

Where can you locate Product Documentation?

Answer 111

docs.servicenow.com

Question 112

# List & Filters A List displays a set of records from a table within the content frame. Each ROW represents one _______ and each COLUMN represents one \_\_\_\_\_\_\_\_?

Answer 112

Each ROW represents one Record Each COLUMN represents one Field

Question 113

# Branding When using the module, ***system properties\>my company,*** what two branding fields are available to edit within the my company view of the form***?***

Answer 113

1. Banner Image update 2. Banner Text

Question 114

# Branding Which module would you use to customize your instance bannerr image, text and colors?

Answer 114

system properties\> basic configuration Ul16

Question 115

# Branding What are some of the benefits of branding your instance?

Answer 115

1. Gain user trust 2. Accelerate adoption rates 3. Create a shared identity

Question 116

# Branding What Attributes can you manage using system properties\>basic configuration UI16?

Answer 116

Base Theme Banner Image Browser Tab Title Module Text Color Header Background Color

Question 117

Context Menus provide different levels of controls for a given list view. What are they?

Answer 117

List Control Menu Column Options Menu Record Context Menu

Question 118

List Context (or Control) menus, also sometimes called?

Answer 118

Additional Actions

Question 119

How do yo access the list control menu?

Answer 119

Click the list control icon next to the title of the list to access options related to viewing and filtering the entire article list.

Question 120

How do you access the Column Option Menu?

Answer 120

Hover over column name. an icon with 3 dots will appear to the right of the column. Click the column options icon in the desired column header to display actions related to that column, such as creating quick reports, configuring the list, and exporting data.

Question 121

Access the Record Context Menu?

Answer 121

Right click in the row's cell to see a menu with actions related to the values in that cell, such as filtering options, assigning tags and more.

Question 122

What is the most important thing to remember about activating a Plugin?

Answer 122

**Explanation** ## Footnote *After a plugin is activated, you cannot disable or deactivate it. If needed, you can hide the functionality. You should thoroughly test, in a non-production instance, the specific features and functionalities that are installed when you activate the plugin before using them in a production instance.* When a plugin is activated, the installation process performs table schema changes and loads XML files (data, configurations, etc.). Deactivating the plugin does not roll back or disable these changes. Manually removing records by deletion can cause unexpected behaviour. If the new functionalities are impacting users, it's recommended to either disable or update the new functionalities and/or restrict access to them through the use of roles and ACLs. Reference: [_Activating a Plugin_](https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/plugins/task/activate-plugin-pdi.html)

Question 123

What are examples of UI Actions, relating to Lists? (Select four responses)

Answer 123

List buttons List Context Menu List Choices List Links

Question 124

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

Answer 124

Cmdb **Explanation** The Base Configuration Item [cmdb] table, which is the core CMDB table for non IT CIs (descending classes are non IT CIs). The core Configuration Item [cmdb\_ci] table, which stores the basic attributes of all the CIs.