yup Flashcards
A Service Catalog may include which of the following components?
A. Order Guides, Exchange Rates, Calendars
B. Order Guides, Catalog Items, and Interceptors
C. Catalog Items, Asset Contracts, Task Surveys
D. Record Producers, Order Guides, and Catalog Items
D
Which one of the following statements applies to a set of fields when they are coalesced during an import?
A. If a match is found using the coalesce fields, the existing
record is updated with the information being imported
B. If a match is not found using the coalesce fields, the
system does not create a Transform Map
C. If a match is found using the coalesce fields, the system
creates a new record
D. If a match is not found using the coalesce fields, the
existing record is updated with the information being
imported
A
As it relates to ServiceNow reporting, which of the following statements describes what a metric can do?
A. A metric is a report gauge used on homepages to display
real-time data
B. A metric is a time measurement used to report the
effectiveness of workflows and SLAs
C. A metric is used to measure and evaluate the effectiveness
of IT service management processes
D. A metric is a comparative measurement used to report the
effectiveness of flows and SLAs.
c
The display sequence is controlled in a Service Catalog Item using which of the following?
A. The Default Value field in the Catalog Item form
B. The Sequence field in the Catalog Item form
C. The Order field in the Variable form
D. The Choice field in the Variable form
C
Reports can be created from which different places in the platform? (Choose two.)
A. List column heading
B. Metrics module
C. Statistics module
D. View / Run module
A D
Knowledge Base Search results can be sorted by which of the following? (Choose three.)
A. Most recent update
B. Popularity
C. Relevancy
D. Manager assignment
E. Number of views
A C E
What is the path an Administrator could take to view the fulfillment stage task list for an order placed by a user?
A. RITM (Number)>REQ (Number)>PROCUREMENT (Number)
B. REQ (Number)>RITM (Number)>PROCUREMENT (Number)
C. REQ (Number)>RITM (Number)>TASK (Number)
D. FULFILLMENT (Number)>RITM (Number)>TASK (Number)
C
Which term refers to application menus and modules which you may want to access quickly and often?
A. Breadcrumb
B. Favorite
C. Tag
D. Bookmark
B
What is generated from the Service Catalog once a user places an order for an item or service?
A. A change request
B. An Order Guide
C. A request
D. An SLA
C
From the User menu, which actions can a user select? (Choose three.)
A. Send Notifications
B. Log Out ServiceNow
C. Elevate Roles
D. Impersonate Users
E. Order from Service Catalog
F. Approve Records
B C D
Buttons, form links, and context menu items are all examples of what type of functionality?
A. Business Rule
B. UI Action
C. Client Script
D. UI Policy
B
Which of the following is true of Service Catalog Items in relation to the Service Catalog?
A. They run behind the scenes.
B. They are the building blocks.
C. They are optional.
D. They provide options.
B
Table Access Control rules are processed in the following order:
A. any table name (wildcard), parent table name, table name
B. table name, parent table name, any table name (wildcard)
C. parent table name, table name, any table name (wildcard)
D. any table name (wildcard), table name, parent table name
B
What is the platform name for the User table?
A. u_users
B. sys_users
C. x_users
D. sys_user
D
A REQ number in the Service Catalog represents`¦
A. the order number.
B. the stage.
C. the task to complete.
D. the individual item in the order.
A
Which would NOT appear in the History section of the Application Navigator?
A. Records
B. UI Pages
C. Lists
D. Forms
B
Which one of the following statements is a recommendation from ServiceNow about Update Sets?
A. Avoid using the Default Update set as an Update Set for moving customizations from instance to instance
B. Before moving customizations from instance to instance with Update Sets, ensure that both instances are different versions
C. Use the Baseline Update Set to store the contents of items after they are changed the first time
D. Once an Update Set is closed as ג€Completeג€, change it back to ג€In Progressג€ until it is applied to another instance
A
Which of the following is used to initiate a flow?
A. A Trigger
B. Core Action
C. A spoke
D. An Event
A
For Administrators creating new Service Catalog items, what is a characteristic they should know about Service Catalog variables?
A. Service Catalog variables can only be used in Record Producers
B. Service Catalog variables can only be used in Order Guides
C. Service Catalog variables cannot affect the order price
D. Service Catalog variables are global by default
D
Which one of the following statements is true about Column Context Menus?
A. It displays actions such as creating quick reports, configuring the list, and exporting data
B. It displays actions related to filtering options, assigning tags, and search
C. It displays actions related to viewing and filtering the entire list
D. It displays actions such as view form, view related task, and add relationship
A
Which ServiceNow products can be used to discover and populate the CMDB? (Choose two.)
A. Discovery
B. IntegrationHub ETL
C. Finder
D. CMDB Plug-in
E. CMDB Integration Dashboard
A B
When using the Load Data and Transform Map process, what is the Mapping Assist used for?
A. Mapping fields using the Import Log
B. Mapping fields using Transform History
C. Mapping fields using an SLA
D. Mapping fields using a Field Map
D
Which one of the following statements describes the contents of the Configuration Management Database (CMDB)?
A. The CMDB contains data about tangible and intangible business assets
B. The CMDB contains the Business Rules that direct the intangible, configurable assets used by a company
C. The CMDB archives all Service Management PaaS equipment metadata and usage statistics
D. The CMDB contains ITIL process data pertaining to configuration items
A
In what order should filter elements be specified?
A. Field, Operator, then Value
B. Field, Operator, then Condition
C. Operator, Condition, then Value
D. Value, Operator, then Field
A
Which statement is true about business rules?
A. A business rule must run before a database action occurs
B. A business rule can be a piece of Javascript
C. A business rule must not run before a database action occurs
D. A business rule monitors fields on a form
B
Which of the following are a type of client scripts supported in ServiceNow? (Choose four.)
A. onSubmit
B. onUpdate
C. onCellEdit
D. onLoad
E. onEdit
F. onChange
G. onSave
A C D F
Which type of tables may be extended by other tables, but do not extend another table?
A. Base Tables
B. Core Tables
C. Extended Tables
D. Custom Tables
A
Which of the following statement describes the purpose of an Order Guide?
A. Order Guides restrict the number of items in an order to only one item per request
B. Order Guide provide a list of guidelines for Administrators on how to set up item variables
C. Order Guide provide the ability to order multiple, related items as one request
D. Order Guides take the user directly to the checkout without prompting for information
C
Which tool is used to have conversations with logged-in users in real-time?
A. Connect Chat
B. Now Messenger
C. User Presence
D. Comments
A
Which of the following concepts are associated with the ServiceNow CMDB? (Choose four.)
A. Service Processes
B. User Permissions
C. Tables and Fields
D. A Database
E. The Dependency View
A C D E
What is a formatter? Select one of the following.
A. A formatter allows you to configure applications on your instance
B. A formatter is a form element used to display information that is not a field in the record
C. A formatter allows you to populate fields automatically
D. A formatter is a set of conditions applied to a table to help find and work with data
B
When searching using the App Navigator search field, what can be returned? (Choose four.)
A. Names of Applications and Modules
B. Names of Modules
C. Names of Applications
D. Favorites
E. History Records
F. Titles of Dashboard Gauges
A B C D
Which technique is used to get information from a series of referenced fields from different tables?
A. Table-Walking
B. Sys_ID Pulling
C. Dot-Walking
D. Record-Hopping
C
What is a schema map?
A. A schema map enables administrators to define records from specific tables as trouble sources for Configuration Items
B. A schema map graphically organizes the visual task boards for the CMDB
C. A schema map graphically displays the Configuration Items that support a business service
D. A schema map displays the details of tables and their relationships in a visual manner, allowing administrators to view and easily access different parts of the database schema
D
Which one of the following statements best describes the purpose of an Update Set?
A. An Update Set allows administrators to group a series of changes into a named set and then move this set as a unit to other systems
B. By default, an Update Set includes customizations, Business Rules, and homepages
C. An Update Set is a group of customizations that is moved from Production to Development
D. By default, the changes included in an Update Set are visible only in the instance to which they are applied
A
Which of the following can be customized through the Basic Configuration UI 16 module? (Choose three.)
A. Banner Image
B. Record Number Format
C. Browser Tab Title
D. System Date Format
E. Form Header Size
A C D
What is the function of user impersonation?
A. Testing and visibility
B. Activate verbose logging
C. View custom perspectives
D. Unlock Application master list
A
What information does the System Dictionary contain?
A. The human-readable labels and language settings
B. The definition for each table and column
C. The information on how tables relate to each other
D. The language dictionary used for spell checking
B
When working on a form, what is the difference between Insert and Update operations?
A. Insert creates a new record and Update saves changes, both remain on the form
B. Insert creates a new record and Update saves changes, both exit the form
C. Insert saves changes and exits the form, Update saves changes and remains on the form
D. Insert saves changes and remains on the form, Update saves changes and exits the form
B
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
B. Event Log is formatted in the Log style, the Event Registry displays different fields
C. Event Log lists Events that were triggered by integrations, the Event Registry lists the Events that were triggered during the day (24-hour period)
D. Event Log is the same as the Event Registry
A
What is a Dictionary Override?
A. A Dictionary Override is an incoming customer update in an Update Set which applies to the same objects as a newer local customer update
B. A Dictionary Override is the addition, modification, or removal of anything that could have an effect on IT services
C. A Dictionary Override is a task within a flow that requests an action before the flow can continue
D. A Dictionary Override sets field properties in extended tables
D
Which group of permissions is used to control Application and Module access?
A. Access Control Rules
B. UI Policies
C. Roles
D. Assignment Rules
C
What is a Record Producer?
A. A Record Producer is a type of Catalog Item that is used for Requests, not Services
B. A Record Producer creates user records
C. A Record Producer is a type of Catalog Item that provides easy ordering by bundling requests
D. A Record Producer is a type of a Catalog Item that allows users to create task-based records from the Service Catalog
D
Create Incident, Password Reset, and Report outage: what do these services in the Service Catalog have in common?
A. They direct the user to a record producer
B. They direct the user to a catalog property
C. They direct the user to a catalog UI policy
D. They direct the user to a catalog client script
A
What is the Import Set Table?
A. A table where data will be placed, post-transformation
B. A table that determines relationships
C. A staging area for imported records
D. A repository for Update Set information
C
What is a characteristic of importing data into ServiceNow?
A. An existing Transform Map can be used one time on the same import set
B. Coalesce fields are used only after running Transform
C. Any user can manage and set up import sets
D. An existing Transform Map can be used multiple times on the same import set
D
What module in the Service Catalog application does an Administrator access to begin creating a new item?
A. Maintain Categories
B. Maintain Items
C. Content Items
D. Items
B
Which of the following allows a user to edit field values in a list without opening the form?
A. Data Editor
B. Edit Menu
C. List Editor
D. Form Designer
C
Which three Variable Types can be added to a Service Catalog Item?
A. True/False, Multiple Choice, and Ordered
B. True/False, Checkbox, and Number List
C. Number List, Single Line Text, and Reference
D. Multiple Choice, Select Box, and Checkbox
D
How are Workflows moved between instances?
A. Workflows are moved using Update Sets
B. Workflows are moved using Transform Maps
C. Workflows are moved using Application Sets
D. Workflows cannot be moved between instances
A
The baseline Service Catalog homepage contains links to which of the following components?
A. Record Producers, Order Guides, and Catalog Items
B. Order Guides, Item Variables, and flows
C. Order Guides, Catalog Items, and flows
D. Record Producers, Order Guides, and Item Variables
A
Which of the following statements is true when a new table is created by extending another table?
A. The new table archives the parent table and assumed its roles in the database
B. The new table inherits all of the Business Rules, Client Scripts, and UI Policies of the parent table, but none of the existing fields
C. The new table inherits all of the fields of the parent table and can also contain new fields unique to itself
D. The new table inherits all of the fields, but does not inherit Access Control rules, Client Scripts, and UI Policies of the parent table
C
Where can Admins check which release is running on an ServiceNow instance?
A. Memory Stats module
B. Stats module
C. System.upgraded table
D. Transactions log
B
A knowledge article must be which of the following states to display to a user?
A. Published
B. Drafted
C. Retired
D. Reviewed
A
What is the name of the conversational bot platform that provides assistance to help users obtain information, make decisions, and perform common tasks?
A. Answer Agent
B. live Feed
C. Virtual Agent
D. Connect Chat
C
What is the purpose of a Related List?
A. To create a one-to-many relationship
B. To dot-walk to a core table
C. To present related fields
D. To present related records
D
Which one of the following statements describes the purpose of a Service Catalog flow?
A. A Service Catalog flow generates three basic components: item variable types, tasks, and approvals
B. Although a Service Catalog flow cannot send notifications, the flow drives complex fulfillment processes
C. A Service Catalog flow is used to drive complex fulfillment processes and sends notifications to defined users or groups
D. A Service Catalog flow generates three basic components: item variable types, tasks, and notifications
C
Which term best describes something that is created, has worked performed upon it, and is eventually moved to a state of closed?
A. report
B. flow
C. event
D. task
D
Which are valid Service Now User Authentication Methods? (Choose three.)
A. XML feed
B. Local database
C. LDAP
D. SSO
E. FTP authentication
B C D
Access Control rules may be defined with which of the following permission requirements? (Choose three.)
A. Roles
B. Conditional Expressions
C. Assignment Rules
D. Scripts
E. User Criteria
F. Groups
A B D
Which section of the ServiceNow UI allows you to perform a global search?
A. Application Navigator
B. Banner frame
C. List pane
D. Content frame
B
How do you make a list filter available to everyone?
A. Make active, assign a name, and save
B. Assign a group, set visibility, and save
C. Assign a name, set visibility, and save
D. Make active, set visibility, and save
C
What would NOT appear in the Application Navigator if service is typed into the filter field?
A. Configuration > Business Services
B. Self-Service > Knowledge
C. Service Portal > Widgets
D. Incident > Assigned to me
D
Which of the following is used to categorize, flag, and locate records?
A. Search
B. Favorites
C. Tags
D. Bookmarks
C
Which tool should be used to populate commonly used fields in a form?
A. Template
B. Reference Qualifier
C. Formatter
D. Assignment Rule
A
How is a group defined in ServiceNow?
A. A group is one record stored in the Group Type [sys_user_group_type] table
B. A group is one record stored in the Group [sys_user_group] table
C. A group defines a set of users that share the same location
D. A group defines a set of users that share the same job title
B
What is a role in ServiceNow?
A. A role is one record in the Role [user_sys_role] table
B. A role is a set of modules for a particular application
C. A role is one record in the Role [sys_user_role] table
D. A role is a persona used in Live Feed Chat
C
What is a Notification?
A. A new Knowledge article created by a Business Rule
B. A tool for alerting users that events that concern them have occurred
C. A message through Connect related to a Change Request
D. An email file attachment
B
Which one of the following is NOT a type of Visual Task Board?
A. Flexible
B. Freeform
C. Feature
D. Guided boards
C
What is (are) best practice(s) regarding users/groups/roles? (Choose two.)
A. You should never assign roles to groups.
B. You should assign roles to users.
C. You should add users to groups.
D. You should assign roles to groups.
C D
What are two ways to generate an Event? (Choose two.)
A. Business Rule
B. Workflow
C. Log entry
D. Knowledge article publication
A B
Which core table in the ServiceNow platform provides a series of standard fields used on each of the tables that extend it, such as the Incident [incident] and
Problem [problem] tables?
A. Task [task]
B. Assignment [assignment]
C. Service [service]
D. Workflow [workflow]
A
Which of the following statements describes how data is organized in a table?
A. A column is a field in the database and a record is one user
B. A column is one field and a record is one row
C. A column is one field and a record is one column
D. A column contains data from one user and a record is one set of fields
B
What is a sys_id?
A. Unique 32-character identifier that is assigned to every record
B. A client-side Business Rule
C. A server-side Business Rule
D. Unique 64-character identifier that is assigned to every record
A
When creating a global custom table named abc, what is the table name that is automatically assigned by the platform?
A. snc_abc
B. abc
C. u_abc
D. sys_abc
C
Access Control rules may provide access security for which of the following database objects?
A. For a specific role, group, or user
B. For a specific row, column, or table
C. For specific groups
D. For a specific CMDB Configuration item
B
What is the primary application used to load data into ServiceNow?
A. Service Level Management
B. Configuration
C. System Import Sets
D. System Update Sets
C
Which of the following steps can be used to import new data into ServiceNow from a spreadsheet?
A. Select Data Source, Schedule Transform
B. Load Data, Create Transform Map, Run Transform
C. Define Data Source, Select Transform Map, Run Transform
D. Select Import Set, Select Transform Map, Run Transform
B
Which tool is used for creating dependencies between configuration items in the CMDB?
A. CI Relationship Editor
B. CMDB Builder
C. CI Service Manager
D. Cl Class Manager
D
What is the difference between a UI Policy and Data Policy?
A. Data Policies run when data is entered through the form, by an Import Set, or by web services, while UI Policies are set only by web services
B. Data Policies can be converted into UI Policies, but UI Policies cannot be converted into Data Policies
C. Data Policies run regardless of how data is entered into ServiceNow, while UI Policies are used for form interactions
D. Data Policies run only after UI Policies run successfully
C
Which one of the following is an accurate list of changes that are captured in an Update Set?
A. Changes made to: tables, forms, schedules, and client scripts
B. Changes made to: tables, forms, Business Rules, and data records
C. Changes made to: tables, forms, groups, and configuration items (CIs)
D. Changes made to: table, forms, views, and fields
D
What are the steps to retrieve an Update Set?
A. Verify Update Set is Complete, Retrieve, Preview, Apply
B. Verify Update Set is Complete, Test Connection, Apply
C. Verify Update Set is Complete, Test Connection, Commit
D. Verify Update Set is Complete, Retrieve, Preview, Commit
D
IntegrationHub enables execution of third-party APIs as a part of a flow. These integrations are referred to as
A. an action
B. a spoke
C. a connection
D. an integration step
B
Which of the following protects applications by identifying and restricting access to available files and data?
A. Application Configuration
B. Verbose Log
C. Access Control Rules
D. Application Scope
D
Which one statement correctly describes Access Control rule evaluation?
A. Table access rules are evaluated from the general to the specific
B. If more than one rule applies to a record, the older rule is evaluated first
C. If a row level rule and a field level rule exist, both rules must be true before an operation is allowed
D. The role with the most permissions evaluates the rules first.
C
ServiceNow contains a resource which provides the following:
✑ A standard and shared set of service related definitions across ServiceNow products and platform that will enable and support true service level reporting.
✑ A CMDB framework across our products and platform that will enable and support multiple configuration strategies.
What resource do these statements describe?
A. Common Services Data Model (CSDM)
B. Information Technology Service Management (ITSM)
C. Configuration Management Database (CMDB)
D. Information Technology Infrastructure Library (ITIL)
A
An IT manager is responsible for the Network and Hardware assignment groups, each group contains 5 team members. These team members are working on many tasks, but the manager cannot see any tasks on the Service Desk > My Groups Work list. What could explain this?
A. The Service Desk > My Groups Work list shows active work tasks that are not yet assigned.
B. The manager does not have the itil role.
C. The manager is not a member of the Service Desk group.
D. The manager is not a member of the Network and Hardware groups.
E. The Assignment Group manager field is empty.
d
What do you need to do before you can use an Application-based trigger in your flow?
A. Activate application trigger spoke
B. Activate trigger security rules
C. Activate application spoke, and plug-ins as needed
D. Assign Application trigger role [sn_app_trigger_write] to SME
E. Activate application plugins only
B
The ServiceNow platform includes which types of interfaces? (Choose three.)
A. Now Mobile Apps
B. Agent Control Center
C. Back Office Dashboard
D. Service Portals
E. Now Platformֲ® User Interfaces
F. Field Service Taskboard
B E F
Which of the following are not included in an Update Set, by default? (Choose four.)
A. Homepages
B. Data
C. Published Workflows
D. Business Rules
E. Schedules
F. Database changes
G. Related Lists
H. Report Definitions
I. Scheduled Jobs
J. Client Scripts K. Views
B E F I
You are showing your customer a new form that you have created for their new application. They would like to add a field to the form. Where could you do that?
(Choose two.)
A. Select Fields and Columns module
B. Right click on form header, select Configure > Form Layout
C. Click on context menu, select Configure > Form Designer
D. Select Field Class Manager module
B C
Which ServiceNow resource is a framework that ensures the data your ServiceNow application requires maps correctly to the appropriate CMDB tables?
A. Common Service Data Model (CSDM)
B. Service Mapping Utility (SMU)
C. Service Schema Map (SSM)
D. CMDB Class Manager (CMDBCM)
E. CI Class Manager (CICM)
A
What do you activate when you want to add applications or functionality within your development instance?
A. App Package
B. Updated Pack
C. Patch
D. Plugin
E. App Updated Set
D
What field contains a record’s 32-character, unique identifier?
A. sn_rec_id
B. rec_id
C. u_id
D. sys_id
E. sn_gu_id
F. sn_sys_id
G. id
D
Your company is giving all first line workers a special T-shirt as a recognition for their hard work. Management team wants a way for employees to order the T- shirt, with the ability to specify the preferred size and color. How would you ensure that only first line workers (non-managers) can submit the order?
A. Create Record Producer and use the Available For list to specify First Line [sn_first_line] role
B. Create Catalog Item and use the Not Available list to specify the Manager Group
C. Create Catalog Item and use the Available For list to specify ITIL [itil] role
D. Create Order Guide and use the User Criteria list to specify First Line [sn_first_line] role
b?
What is used frequently to move customizations from one instance to another?
A. Update Sets
B. Code Sets
C. Update Packs
D. Configuration Logs
E. Remote Sets
F. Local Sets
G. Code Packs
A
What icon do you use to change the label on a Favorite?
A. Clock
B. Hamburger
C. Pencil
D. Three dots
E. Triangle.
F. Star
C
What needs to be specified, when creating a Business Rule? (Choose four.)
A. UI action
B. Table
C. Fields to update
D. Who can run
E. Script to run
F. Application scope
G. Update set
H. Timing
I. Condition to evaluate
B E H I
What feature can track the amount of time that a task has been open, to ensure that tasks are completed within an allotted time?
A. Task Escalation Clock
B. Service Level Agreements
C. Inactivity Monitor
D. Response Time Clock
E. Business Time Remaining
B
What is a quick way to create a report from a list view?
A. Click on filter breadcrumb, drag and drop on the Report > Create New module
B. Click Funnel, define filter conditions, click Create Report
C. Click Context Menu, select Create Report
D. Apply filter, right click on column header, select Bar Chart
E. Apply filter, right click on column header, select Create Report
D
What import utility do you use when the field names on the import set match the name of the fields on the Target table?
A. Schema Mapping
B. Automatic Mapping
C. Mapping Assist
D. Mapping Dashboard
B
As an IT employee what interface would you use, if you wanted to browse internal IT documentation, like troubleshooting scripts and FAQs?
A. Knowledge
B. ServiceNow Wiki
C. Knowledge Now
D. SharePoint
E. Stack Overflow
A
A new Service Desk employee in Latin America complains that the create dates and times are incorrect on their Incident list. What would you suggest to fix this issue?
A. Have them clear their cache.
B. Have them use the gear icon to set the employee’s time zone.
C. Recommend they use Chrome, instead of Explorer.
D. Use the system properties to correct the instance’s time zone.
E. Have them correct the time zone on their computer.
B
What are three security modules often used by the System Administrator? (Choose three.)
A. System Properties > Security
B. Utilities > Migrate Security
C. System Security > Security
D. Self-Service > My Access
E. System Security > Access Control (ACL)
F. Password Management > Security Questions
G. System Security > High Security Settings
A E G
When testing a catalog item, having a manage approval flows, which of these best practices would you follow? (Choose three.)
A. Make sure the latest flows are activated.
B. Use the instance Incognito setting to quickly toggle between requester and approver.
C. Impersonate the requester to ensure the form works.
D. Make sure the requester’s user record has a manager specified.
E. Create and select your Testing Update Set, before starting the test cases.
F. Use your Admin account, so you can approve the items quickly.
A C D
What is a no-code approach to control the mandatory or read-only state of a form field?
A. UI Action
B. Client Script
C. UI Script
D. UI Rule
E. UI Policy
E
When moving multiple update sets at one time, what might you do to facilitate the move?
A. Batch
B. Verify
C. Test
D. Preview
A
What is specified in an Access Control rule?
A. Groups, Conditional Expressions and Workflows
B. Table Schema, CRUD, and User Authentication
C. Object and Operation being secured; Permissions required to access the object
D. security_admin
C
Which icon would you double click, to expand and collapse the list of all Applications and Modules?
A. Star
B. Clock
C. Application
D. Funnel
D
What do you call any component that needs to be managed in order to deliver services?
A. CSDM Items
B. CMDB
C. Configuration item
D. Service Offerings
E. Asset
C
A new service catalog item is being developed, but should only be visible to managers inside the HR Department. What method would you use to fulfill this requirement?
A. Specify the Dept_Mgr role on the catalog content block
B. Add the Department Manager group to the catalog item’s user criteria
C. Add the Department Manager group to the catalog item’s ACL
D. Only publish the item in the HR service catalog
E. Use a Dept_Mgr ACL on the HR service catalog
B
A user wants to create a set of filter conditions, where they want to show records which satisfy two conditions:
✑ Incidents where the state is Closed
✑ Incidents where Assignment Group is Network
After clicking the Funnel icon, what should the user do?
A. Define the first condition; click AND button; define second condition; click Run
B. Define the first condition; click AND button; define second condition; press enter
C. Define the first condition; click OR button; define second condition; press enter
D. Define the first condition; click > icon on breadcrumb, define second condition; click Run
E. Define the first condition; click > icon on breadcrumb, define second condition; press enter
A
Access Control rules are applied to a specific table, like the Incident table. What is the object name for a rule that is specific to the Incident table and the Major
Incident field?
A. Incident.Major_Incident
B. incident=>major_incident
C. incident<=>major_incident
D. incident||major_incident
E. incident.major_incident
E
Two departments (HR Onboarding and Facilities) have come to you, asking for a way for employees to request event room set up services. The requirements are the same for the form and the task routing to the Facilities’ assignment group.
✑ For HR, the item will be used primarily for the Onboarding coordinators, for employee orientation sessions.
✑ For Facilities, the item will be used for anyone in the company who needs room set up services.
However, both departments have their own service catalogs. What do you do, to support these requirements?
A. Create one Catalog Item for HR Event Room Set Up and one for Facilities Event Room Set Up; then publish each to the appropriate Catalog.
B. Create one Catalog Item for Event Room Set Up; then publish to both Catalogs.
C. Create one Catalog Item for Event Room Set Up; then publish to the Parent Catalog, which is accessible to both HR and Facilities.
D. Create one Catalog Item for Event Room Set Up; then use ACLs to control access.
B
After finishing your work on High Security Settings, what do you do to return to normal admin security levels?
A. Select Normal role
B. Log out and back in
C. Use System Administration > Normal Security module
D. Select Global Update Set
E. End Impersonation
B
What type of field allows you to look up values from one other table?
A. Reference
B. Verity
C. Options
D. Selections
E. Dot walk
F. Lookup
A
Which module would you use to create a new automation of business logic such as approvals, tasks, and notifications?
A. Process Automation > Flow Designer
B. Process Automation > Flow Administration
C. Process Automation > Workflow Editor
D. Process Automation > Process Flow
E. Process Automation > Active Flows
A
A department manager asks an analyst to build some reports. Where do you recommend the analyst start?
A. Report Dashboard > Create New
B. Reports > Getting Started
C. Performance Analytics > Reports
D. Self-Service > Reports
E. Reports > Create New
b
What are the steps for applying an update set to an instance?
A. Retrieve, Preview, Commit
B. Specify, Transform, Apply
C. Retrieve, Assess, Apply
D. Get, Test, Push
E. Pull, Review, Push
A
When importing spreadsheet data into ServiceNow, in which step does the data get written to the receiving table?
A. Run Transform
B. Run Import
C. Import Dataset
D. Execute Transform
E. Schedule Transform
A
What would you do, on a list, if you wanted to show the records in groups, based on the column category? (Choose two.)
A. On list Context Menu, select Group By > Category
B. On the Filter Menu, select Group By > Category
C. Click Group On icon, select Category
D. On Navigator Filter, type tablename.group.category and press enter
E. On the Category column title, click Context menu > Group By Category
A E
Which collaboration tool is available from the banner, using the bubble icon?
A. Now Messenger
B. Agent Chat
C. Connect Chat
D. Collaborate Now
E. Live Feed
C
On the knowledge base record, which tab would you use to define which users are not able to write articles to the knowledge base?
A. Can Contribute
B. Cannot Author
C. Cannot Contribute
D. Cannot Write
E. Read Only
C
Which features allow you to update multiple records at one time? (Choose two.)
A. List Editor
B. Field Update Action
C. Bulk Record Update
D. Data Remediation Dashboard
E. Update Selected Action
A E
Categories in the knowledge base, by default, can be created and edited by which knowledge workers? (Choose two.)
A. Knowledge Authors
B. Knowledge Contributors
C. Knowledge Controller
D. Knowledge Managers
E. Knowledge Category Managers
F. Knowledge Submitters
G. Knowledge Owners
H. Knowledge Taxonomy Owner
B D
Which collaboration tool opens a sidebar and allows you to create new conversations with other ServiceNow users?
A. Skype Now
B. Collaborate Now
C. Agent Messenger
D. Agent Chat
E. Connect Chat
E
What module would you use if you wanted to view a list of all of the fields on the Incident table? (Choose two.)
A. Tables & Columns
B. Dictionary
C. Data Class Manager
D. Dictionary Dashboard
E. Database View
F. Schema
A B
What component causes a flow to run after a record has been created or updated?
A. Date-based trigger
B. On-change trigger
C. Record-based trigger
D. Application-based trigger
E. Updated-date trigger
C
What type of field is Boolean and appears as a check box?
A. Yes/No
B. True/False
C. On/Off
D. Binary
E. 0/1
B
Which module is used to access the knowledge bases which are available to you?
A. Knowledge > Home
B. Self Service > Knowledge
C. Knowledge > All
D. Knowledge > Knowledge Bases
E. Knowledge > Overview
B
A customer requests the following data quality measures be added:
✑ Incident numbers should be read only, on all lists and forms, for all users.
✑ Short Description field should be mandatory, on all records, across all applications, on Insert.
Which type of policy would you use to meet this requirement?
A. Data Quality Policy
B. Dictionary Design Policy
C. UI Data Policy
D. UI Policy
E. Field Criteria Policy
F. Data Policy
F
What type of user (persona) has clearly defined paths and workflows in the platform and have one or more roles (ie itil and approver_user)?
A. Workflow User
B. Request Fulfiller
C. ITSM User
D. Approving Manager
E. Service Desk User
F. Process User
F
Which module would you use to customize your instances banner image, text and colors?
A. System UI > UI Pages > Branding
B. Service Portal > Portals > Branding
C. System Properties > Basic Configuration UI16
D. System Properties > Branding
E. Homepage Admin > Pages > Branding
C
Which database provides a logical model of your company infrastructure by identifying, controlling, maintaining and verifying CIs that exist?
A. IMDB
B. ITSM
C. CSDM
D. CMDB
E. LDAP
D
Which module is used as the first step for importing data?
A. Coalesce Data
B. Transform Data
C. Import Data
D. Load Data
D
“On a form, which type of field has this icon which can be clicked, to see a preview of the associated record?
A. Lookup
B. Preview
C. Reference
D. Snapshot
E. Quickview
F. Drilldown”
C
“You are editing a new incident record and would like the ““Save”” button to be located on the Form header. Which action would need to be taken for that button to appear?
A. Context Menu > Form Design > add the “Save” button.
B. All > System Properties > UI Properties > Turn on the “glide.ui.advanced” property.
C. All > System Properties > UI Properties > Turn on the “Save” button.
D. Context Meru > Form Layout > add the “Save” button.”
C
“An order from the Service Catalog has been placed. Two records in the Platform are created as a result. Which two records are associated with this newly ordered item? (Choose two.)
A. A record of sc_req_item table
B. A record of sc_task
C. An incident record
D. A change record
E. A problem record”
A B
