CSA EXAM

Which of the following statements are true about import sets?

Creating an extremely large import set can cause delays and system outages. cannot add data to encrypted fields. You can import data from several different file formats or external data sources.

When working on a form, what is the difference between Insert and Update operations?

Insert creates a new record and Update saves changes, both exit the form

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

Integrating with a Web Distributed Authoring and Versioning (WebDAV) compliant source, Creating articles directly in the ServiceNow platform, and Importing Microsoft Word files.

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

IntegrationHub

(Tokyo) What feature allows you to use simple natural language queries in a search string to query for a set of CIs in the CMDB?

Intelligent Search

Which one of the following statements is true about Column Context Menus?

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

What is a Notification?

It's a tool for alerting user that events that concern them have occurred

ServiceNow can import data from which of the following external data source types when a valid transform map is available?

JDBC, LDAP, OIDC, REST (IntegrationHub) and Custom (Load by Script).

What is the main language used for scripting in ServiceNow?

JavaScript

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

Knowledge

What is mandatory to select when importing Microsoft Word documents as knowledge articles?

Knowledge Base

Who can contribute if no User Criteria are specified for 'Can Contribute' in a Knowledge Base?

Knowledge Base Owner and Knowledge Base Managers

Who can contribute if no User Criteria are specified for 'Can Contribute' in a Knowledge Base?

Knowledge Base Owner and Knowledge Base Managers

At what levels can User Criteria be used in Knowledge Management to control who can read and contribute? Select 3 Answers from the below options.

Knowledge Base, Knowledge Article, and Knowledge Block

At what levels can User Criteria be used in Knowledge Management to control who can read and contribute?

Knowledge Base, Knowledge Article, and Knowledge Block levels.

Categories in the knowledge base, by default, can be created and edited by which knowledge workers?

Knowledge Contributors Knowledge Managers

A record is added to which table each time a knowledge article is viewed?

Knowledge Use [kb_use] table.

Each time a knowledge article is viewed, a record is added to which table?

Knowledge Use [kb_use] table.

Which application provides a centralised location for creating, categorising, viewing, and governing information related to the flow of work through ServiceNow?

Knowledge management

What are the standard fields and values in the CSDM framework that can be used consistently across applications to track an asset's life cycle?

Life Cycle Stage and Life Cycle Stage Status

(R) Which of the following are the standard fields and values in the CSDM framework that can be used consistently across applications to track an asset's life cycle?

Life Cycle Stage and Life Cycle Stage Status,

Reports can be created from?

List column heading View/Run module

Which of the follwing allows a user to edit field values in a list without opening the form

List editor

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

Load Data

Which of the following steps can be used to import new data into ServiceNow from a spreadsheet?

Load Data, Create Transform Map, Run Transform

Which of the following are valid ServiceNow user authentication methods

Local data base Ldap SSO

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

Log out and back in

Which file types can be viewed directly in the Now Platform using the Document Viewer?

MS Word (.doc) and (.docx) MS PowerPoint (.ppt) and (.pptx) MS Excel (.xls) and (.xlsx) PDF PNG JPEG

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

Maintain Items

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

Maintain Items

Which of the following can you do when creating a service catalogue variable?

Make a variable read-only or hide it while defining the variable. Make a question choice inactive. Make a group of CheckBox variables mandatory in Service Portal.

When testing a catalog item, having a manager approval flows, which of these best practices would you follow?

Make sure the latest flows are activated. Impersonate the requester to ensure the form works. Make sure the requester's user record has a manager specified.

Which of the following indicates the type of relationship for the bi-directionally related tables, and the related records are visible from both tables in a related list?

Many-to-many relationships

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

Mapping fields using a Field Map

Here is an example of the criteria set for a knowledge base: * Companies: ACME North America * Department: HR * Groups: ACME Manager * Match All: Yes In this example, what users would have access to this knowledge base?

Members of the ACME manager group, who are also members of HR Department and part of the ACME North America

What item in the Knowledge Management Service Portal displays articles with the highest percentage of users, marking them helpful?

Most Useful

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

Multiple Choice, Select Box, and Checkbox

Which of the following are true statements about workflows?

Multiple versions of a workflow can exist one published version of a workflow current workflow definition is loaded into the workflow context. one published version of a workflow ever exists. The checked-out workflow executes for the developer who has the workflow checked out. Workflows are typically not published until development is complete.

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

Run Transform

Access Control rules may be defined with which of the following permission requirements

Roles Conditional expressions Scripts

What data type in a survey metric has the field validation option to validate email, IP address, phone number or URL?

String

What phase of the Report Designer allows you to choose the title, colours and chart properties?

Style

Which field on a Configuration Item (CI) record is recommended for routing Incidents to the appropriate group to resolve CI-related incidents quickly?

Support Group

The CMDB is the authoritative source of what information?

Support group, Contact and Owner.

What form view is displayed when a user clicks on a reference icon on a task form?

Sys_popup view

How do you define and maintain record numbers?

System Definition > Number maintenance

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

System Import Sets

Your customer would like to create a new template to notify users who are affected by network outages at their site. Which module would you use to create a new notification?

System Notification > Email > Notifications

Which module allows you to customise your instances' banner image, browser tab title and background colour?

System Properties > Basic Configuration UI16

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

System Properties > Basic Configuration UI16 or use the Guided setup for your application

What are three security modules often used by the System Administrator?

System Properties > Security System Security > Access Control (ACL) System Security > High Security Settings

What value does the Condition field in a Business Rule return if the field is blank?

TRUE

What needs to be specified, when creating a Business Rule?

Table, Script to run, When to run (timing), Condition

What module would you use if you wanted to view a list of all of the fields on the Incident table?

Tables & Columns Dictionary

Which modules can you use to create a new table?

Tables or the Tables & Columns

Which of the following is used to categorize, flag, and locate records?

Tags

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] andProblem [problem] tables?

Task [task]

Which of the following is an example of a base table that is extended but is not extending another table?

Task [task] table

Which of the following core table is both a base and a parent table?

Task [task] table is considered a core, base and parent table.

Which table does the Change Request [change_request] extend?

Task [task] table.

What related list can you use to extend and track the different types of groups assigned to a Configuration Item?

Teams related list to extend and track the different types of groups assigned to a CI.

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

Template

Different form templates can be applied to a form by accessing the _______.

Template Bar

In which step of the import process, the relationship between fields in an import set table and fields in an existing ServiceNow table is determined?

The 'Transform map' step

Which section on the catalogue item variable form enables you to add instructions or help text?

The Annotation section

What are the three key tables in the CMDB?

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

Which one of the following statements describes the contents of the Configuration Management Database (CMDB)?

The CMDB contains data about tangible and intangible business assets

Which of the following are part of the Common Services Data Model (CSDM)?

The CSDM is standard terms and definitions, best practices for CMDB data modelling and data management, base system CMDB core tables, guidance on service modelling, and recommended mappings.

What setting allows users to view a Knowledge Base article even if the are not logged in?

The ESS role

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

The Form Context Menu

(Tokyo) What details can you find in the import set record after running an import?

The Import Set Runs tab provides details about individual imports. The Import Set Rows tab provides details about rows included in the import set run. The Import Log tab displays the logs for the import set. It shows when each log was created, its level, the log message, and the source of the log.

Which tab contains the Activity Stream for a task?

The Notes tab

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

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

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

The coalesce

What information does the System Dictionary contain?

The definition for each table and column

Which of the following is a true statement about user impersonation?

The impersonation option is not visible in the mobile view of the platform. Users with impersonator role cannot impersonate admin users unless they are also admin.

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

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

The display sequence is controlled in a service catalog item using which of the following

The order field in the variable form

What service catalogue component allows for multiple catalogue items to be logically grouped as one request?

The order guide

What type of service catalogue item is used to create an incident or raise an HR case?

The record producer

Which tickets are displayed under the Associated Requests tab on the standard ticket page in Service Portal?

The standard ticket page displays all associated requests for which the current ticket is the parent.

Which statements are true about knowledge article authoring in Microsoft Word?

You can author and access knowledge articles in Microsoft Word by deploying the Knowledge Management - Add-in for Microsoft Word. The Knowledge Management - Add-in for Microsoft Word is supported in the Word Online application and not in the Word Desktop app. It is supported for use only in applications integrated with the online version of Microsoft Word, such as Microsoft SharePoint and Microsoft OneDrive. The text size of a knowledge article created in Word must be less than 1 MB. Headers and footers corresponding to pages in the Word document appear as-is in the knowledge article.

Which of the following is valid regarding Flow Designer?

automates business logic, integrates with third-party services saves time.

What are the components of the Now Platform Core UI interface?

banner frame, application navigator, and content frame.

What are the three main screen elements of the Now Platform user interface?

banner frame, application navigator, and content frame.

Select the report visualisation types that can be generated from a list of records.

bar chart or a pie chart report.

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

base tables

How is the business duration calculated on a catalogue task once it is closed?

based on the Actual start and Actual end fields.

Which incident field is used to predict the Configuration Item and Service fields' value via Predictive Intelligence solution definitions?

based on the value in the Short description field.

Which of the following are part of the Common Services Data Model (CSDM)?

best practice for CMDB data modelling and data management, base system CMDB core tables, guidance on service modelling

How can you quickly reference the most frequently used articles in Service Portal?

by marking them as favorites.

How can system administrators speed up loading large lists?

by removing the expense of calculating the total number of records in those lists.

(Tokyo) What can agents do with the Sidebar feature in the Next Experience UI?

can have real-time collaboration with others create, open, and search for discussions about their work.

(Tokyo) What can you do with homepages on upgraded instances when the Next Experience UI is enabled?

can view existing homepages

Which group types are provided in the base system?

catalog itil survey

What application allows you to create or edit a catalogue item using a visual and guided experience along with specified restrictions?

catalog builder

What role is required to create record producers to allow users to raise their issues or enquiries directly from the Service Catalogue?

catalog_admin or admin

What aspects of the Service Catalog application can a Catalog Administrator manage?

catalogs, categories and catalog items

From the end user's perspective, how are the products and services in the service catalogue organised?

categories and subcategories.

Which is the base table of the configuration management database hierarchy?

cmdb

(Tokyo) When a CI is set to retire, dependent CIs management data processes attempt to cascade-update all the CIs depending on that CI to retire. What table are the dependent CIs added to when a parent CI is set to retire?

cmdb_dependent_ci_ledger] table

What minimum role is required to subscribe to or unsubscribe from a Configuration Item?

cmdb_read

What minimum role is required to subscribe to or unsubscribe from a Configuration Item?

cmdb_read is the minimum role

Which of the following is the definition of a role in ServiceNow?

collection of permissions.

Which system property should be set to true to prevent users from creating or editing homepages?

com.glideapp.home.deprecate_homepages

What scores are found on the CMDB health dashboard?

completeness, correctness and compliance

Which one of the following is NOT part of a workflow?

connectors.

What IT challenges can be solved with the CMDB?

consolidating disparate Configuration Item (CI) data into a single Configuration, regularly maintaining complex data for accuracy making sense of data to drive decisions and services.

name the table for SLA definitions is

contract_sla

How do you verify that CMDB is still operational after upgrades and deployments of new applications or integrations if you have a customised CMDB?

copy the quick start tests and configure them for your customisations.

What do you call an existing table in the base system on the ServiceNow platform?

core tables

What are the four access control rules that the system creates by default when a custom table is created?

create delete read write

Which of the following are true statements about workflows?

current workflow definition is loaded into the workflow context. one PUBLISHED version of a workflow ever exists Multiple versions of a workflow can exist

Administrators and application developers can create tables that do not exist in the base system to store application data.

custom tables

(Tokyo) What rules work with existing Access Control rules (ACLs) to deny access to tables and records that do not match subject attributes?

data filtration

What can you leverage on the ServiceNow Platform to eliminate scripting for a catalogue item or a variable set?

data lookup rules

You have a requirement to create a set of filter conditions on the Incidents list to show the records that satisfy the following conditions: - Incidents where the state is Resolved or Closed; - Incidents where the Assignment Group is one of your groups. After clicking the Funnel icon and defining the first condition, what steps should you take?

define the first condition, click the AND button, then define the second condition, and finally click Run.

What is a stakeholder's role in implementing and maintaining the CMDB?

determine the specific CI information required to support these capabilities and build organisational buy-in.

What filter condition allows you to report on incidents created from the 'Create Incident' record producer where the value for the 'Urgency' question is '2-Medium'?

dot-walk to the Questions.Create Incident.Urgency on the conditions, and set the value to '2-Medium'.

Which of the following statements are true about Dashboards?

drag and drop canvas and can contain widgets and tabs.

Which of the following statements are true about Dashboards?

drag and drop canvas widgets and tabs.

Which of the following list features requires permission to conduct?

edit if permissions allow

What type of notification allows users to know when knowledge articles will expire?

email notifications

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

emails, SMS and meeting invitations.

Which of the following record operations can be secured by ACL rules?

execute, create, read, write, delete, edit_task_relations, edit_ci_relations, save_as_template, add_to_list, list_edit, report_on, report_view, personalize_choices.

(Tokyo) What user role can ONLY view the configuration and execution details of flows and subflows?

fd_read_flows:

What does a column in the list interface correspond to in a ServiceNow instance?

field

What is the system behaviour when applying a data policy to the list view to make a field read-only?

field will appear editable, but the update will fail.

In what order are access controls evaluated?

first elevated at the Table-level (most specific to most general), then at the Field-level (most specific to most general).

What coalesce configuration in the import process treats all imported rows as new records and does not update existing records?

no coalesce

How is the content of the email notification for expiring knowledge articles determined?

number of articles expiring in the coming month:

What framework can be used to manage the tables and Cis associated with a use case?

ommon Service Date Model (CSDM) product view

How can you access the details of the applications that are part of the product available on the ServiceNow Store in the ServiceNow Products module?

opt-in

Which of the following business needs can be addressed by Flow Designer?

orchestrate business processes across services with little technical user knowledge reduce technical debt, such as reducing scripting to simplify upgrades and deployments integrate with 3rd party systems

A REQ number in the Service Catalog represents

order number

What are the benefits of Flow Designer?

provides configuration and runtime information to create, operate, and troubleshoot flows from a single interface. provides natural-language descriptions of flow logic promotes process automation by enabling subject matter experts to develop and share reusable actions.

Which icon allows you to access resources such as ServiceNow documentation and user guide?

question mark icon.

What types of tests can be run by users to make sure CMDB works after upgrading and deploying new applications or integrations?

quick start tests

(Tokyo) You can configure a sample text for a knowledge article template field that appears when you create a knowledge article. What text do you see on the article template selector for a field with an empty 'Preview text' value?

random text.

What are the 3 types of Flow Designer triggers?

record-based, schedule-based, or application-based.

What dictionary attribute do you use to list all the columns you want visible on a reference field's drop-down list?

ref_ac_columns

Which of the following describes Tasks?

repeatable processes minimise the possibility of human error and lead to quicker resolution times.

By default, a report is shared with:

report creator only.

(Tokyo) What feature is added for tasks to give users safer and more secure access to the reports on the dashboards?

report_view access control lists (ACLs)

(Tokyo) Which of the following operation is a record-type access control list that restricts access to reports based on a role?

report_view operation

A fulfiller has completed all tasks for one of the items in a request, and the tasks are set to Closed. What happens in the workflow?

requested item is set to Closed Complete

A fulfiller has completed all tasks for one of the items in a request, and the tasks are set to Closed.

requested item is set to Closed Complete by the workflow.

How can you measure and track article views, page views, and searches performed by unauthenticated users?

the knowledge usage metrics

What do access control list rules specify?

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

Which of the following describes the relationship between the Problem and the Task tables?

the problem table extends the task table

What happens if you select Publish when creating articles manually or by import?

trigger the publish workflow assigned to the knowledge base.

What happens if you select Publish when creating knowledge articles manually or by import?

trigger the publish workflow assigned to the knowledge base.

Which of the following field type is Boolean and displays as a checkbox?

true/false (

What is the auto-populated table name prefix when creating a new custom table in the global application?

u_

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

u_abc

How does ServiceNow process an inbound email with a watermark of an existing record?

updates the existing task according to the action's script.

What feature facilitates synchronous collaboration within one record and allows you to see who is online, their current status, and what they view or edit in real time?

user presence

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

user presence, activity stream, Work notes Connect chat / Sidebar.

What actions can self-service users access when logging into ServiceNow? Select 3 Answers from the below options.

viewing a homepage, accessing the service catalogue, viewing knowledge articles, and taking surveys.

What actions can self-service users access when logging into ServiceNow?

viewing a homepage, accessing the service catalogue, viewing knowledge articles, and taking surveys.

When do onSubmit Client Scripts execute their script logic?

whenever a user saves, submits, or updates a record in a form.

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

Roles

Which field type allows users to use positive or negative values?

'FX Currency

What ServiceNow component would you use to see which Applications and Modules contain the word 'Task'?

'Filter Navigator'

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

'Subscriptions'

Which Flow Designer plugin is active by default?

'The Flow Designer Support for the Service Catalog'

What feature creates reusable components to run common tasks in Virtual Agent conversations?

'Topic blocks'

In which section of the email notification configuration can you make the notification subscribable by users?

'Who will receive'

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

'list title menu', 'list column context menu' and 'list fields context menu'.

Which role can switch their form view?

'view_changer

To provide added security, no user can have both of the explicit roles. What are the two roles?

(snc_internal and snc_external

What are the typical Tier 2 support tasks that virtual agents can perform so that the support agents can focus on more complex user issues?

-Answering FAQs -Providing tutorial ('how to') information -Querying or updating records, for example, to get status on cases or incidents -Gathering data, such as attachments, for the live agent -Performing diagnostics -Resolving multi-step problems

(R) How can you modify data pill values in Flow Designer without writing scripts?

. Use transform functions

Which source type should be used when creating a report from a dataset with pre-defined conditions?

A Data Source

What is a Dictionary Override?

A Dictionary Override sets field properties in extended tables

What is a Record Producer?

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

What type of Flow Designer Trigger is required to look up a record, update a field value and request approval?

A Record-based Trigger

Which field type displays records from another table?

A Reference

What is created when an order is placed for a catalogue item?

A Request (REQ) record, a Requested Item (RITM) record and one or more Service Catalog Task (SCTASK)

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

A business rule

Which statement is true about business rules?

A business rule can be a piece of JavaScript

Which of the following statements describes how data is organized in a table?

A column is one field and a record is one row

What is a CI?

A configuration item tangible intangible

What is a formatter? Select one of the following.

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

How is a group defined in ServiceNow?

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

What are the possible data source file formats for an import set? Select 4 Answers from the below options.

A local source file (e.g. XML, CSV, XLS, XLSX, JSON)

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

A metric is used to measure and evaluate effectiveness of ITSM process

Who can create additional ad-hoc tasks for a requested item?

A process user (fulfiller) with permissions

What is a role in ServiceNow?

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

What is a schema map?

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

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

A spoke

What is the Import Set Table?

A staging area for imported records

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

A transform map

What application/functionality allows you to generate a report by entering a query instead of going through the full Report Designer menu?

Analytics Q&A

Which would be included in the results on the menu when entering 'service' in the filter navigator?

Any applications, sections or modules with names containing 'service' All sections of Service Desk applications

What are the three reasons to use ServiceNow Mobile apps?

Ability to submit, view, and update requests, issues, and tasks. A global search to find people, services, items, and articles, Push notifications for access to critical information instantly.

Security rules are defined to restrict the permission of users from viewing and interacting with data. What are these security rules called?

Access Control Rules User Authentication Rules

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

Activate trigger security rules

Which of the following tabs are available by default for a submitted request on the Standard ticket page in Service Portal?

Activity Attachments

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

Activity Stream.

What authentication enables you to create policies based on a criteria-like role, IP address, or group?

Adaptive authentication

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?

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

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

Additional Actions or Context Menu

What role can manage all aspects of the Service Catalog application and the scripting functions?

Administrators

(Tokyo) Which knowledge feedback option CANNOT be disabled at the knowledge base level?

All of the above knowledge feedback options can be disabled at the knowledge base level. Flag an article Provide a rating value Mark an article as helpful or not helpful. View comments, add a new comment, or reply to existing comments.

Which of the following is used to send an SMS message to specified users or groups in Flow Designer?

An Action

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

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

What is a characteristic of importing data into ServiceNow?

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

(R) Which of the following are the features of the delegated development and deployment?

Application Collaboration Allow delegated developers to delete applications Assign source control permissions

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

Application icon

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

Application scope

What type of Flow Designer trigger is needed for an Inbound Email Action?

Application-based Trigger

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

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

What are the major workflow activities?

Approvals Conditions Notifications Tasks Timers Utilities

How do you make a list filter available to everyone?

Assign a name, set visibility, and save

Which of the following is true about assigning a task?

Assigned to value is limited to the selected assignment group Upon assignment, all members of the group will receive email notifacations

Which feature helps to automatically allocate a critical, high priority, service request to the appropriate assignment group or team member?

Assignment Rule

At what point is the resolution SLA escalated to the task assignee's manager with automatic notification for the first time?

At 50% of time elapsed, to the current Assigned to and CI Supported by the user. At 75% of time elapsed, to the current Assigned to and assignee's manager. At 100% time elapsed, to the current Assigned to and assignee's manager.

What variable type should be used to allow uploading an attachment from a question in a catalogue item?

Attachment

What variable type do you use to allow uploading an attachment from a question in a catalogue item?

Attachment type.

What notification behaviour can you modify for a destination type as an admin?

Auto Opt-in

What import utility do you use when the field names on the import set match the name of the fields on the Target table?

Automatic Mapping

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

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

What are the steps to RETRIEVE an Update Set?

Verify Update Set is Complete, Test Connection, Commit

What framework helps you consistently use standard values across applications and effectively track assets through their life-cycle transitions?

CSDM framework

Which of the following can be customized through the Basic Configuration UI 16 module?

Banner Image Browser tab title System Date Format

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

Banner frame (search in upper right)

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

Banner frame, Application Navigator, and Content frame.

Which of the following branding features can be configured?

Banner image, text and colours, Navigator background and text colours, Browser tab title and System date/time formatting. Navigator position and responses cannot be configured.

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

Batch

What are two ways to generate an Event?

Business Rule, Workflow

Which of the following are captured in an update set?

Business Rules, Client Scripts, Fields, Forms and Form Sections, Report Definitions, Tables, Views, Roles, and Published Flows are captured in an update set.

Which of the following are true statements about platform scripting?

Business rules are not real-time and do not monitor fields on a form. UI Actions can execute both client-side and server-side. Data Policy can be run as a UI policy client-side.

(Tokyo) Administrators can create custom menus to personalise users' access to applications and modules in the platform. How can they configure this access in the Unified Navigation?

By Role

Which database provides a logical model of your company infrastructure by identifying, controlling, maintaining and verifying CIs that exist?

CMDB

Which of the following is true about the CMDB Data Manager? Select 3 Answers from the below options.

CMDB Data Manager is a policy-driven framework for managing CI life cycle operations such as deletion and archival. CMDB Data Manager is a wizard-like tool that provides a comprehensive solution for managing CIs CMDB Data Manager to create policies that govern CI life cycle stages, such as retirement and deletion.

Which of the following is true about the CMDB Data Manager?

CMDB Data Manager is a policy-driven framework for managing CI life cycle operations such as deletion and archival. It follows Common Service Data Model (CSDM) standards. CMDB Data Manager is a wizard-like tool that provides a comprehensive solution for managing CIs CMDB Data Manager to create policies that govern CI life cycle stages, such as retirement and deletion.

What wildcard character is used to search for values that contain a search term in a list?

asterisk wildcard

Which feature enables you to add related entries for Identification and Reconciliation Engine (IRE) identification rules?

CI Class Manager

A user has the VIP field set to true on their User [sys_user] record. When that user is selected as the Caller on an incident, which of the following statements are true in a baseline platform configuration? Select 2 Answers from the below options.

Caller's name will turn red, a VIP icon will appear next to the Caller field

Which of the following is NOT a database setting on the Application Access section of a Table?

Can write

On the knowledge base record, which tab would you use to define which users are not able to write articles to the knowledge base?

Cannot Contribute

Which one of the following is an accurate list of changes that are captured in an Update Set?

Changes made to: table, forms, views, and fields

Which field data type adds a report to a form?

Chart

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

Cl Class Manager

When do onSubmit Client Scripts execute their script logic?

Clicks Update Button Clicks Submit button Save menu in Additional Actions menu

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

Column Context Menu

What model/standard across applications helps track life cycle stages and stage statuses for CIs effectively?

Common Service Data Model (CSDM)

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

Common Service Data Model (CSDM)

What represents a standard and shared set of service-related definitions across the products and platform that will provide prescriptive guidance on service modelling within the CMDB?

Common Services Data Model (CSDM)

What allows you to see more information on the same screen real estate when using Visual Task Boards?

Compact Cards

What are the three sections of an Access Control record that must evaluate to true to grant access to a resource?

Condition Role Script

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

Condition Script Role

What CMDB table stores the basic attributes of all the configuration items?

Configuration Item [cmdb_ci]

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

Configuration item

Under which Report Designer tab can you define the report grouping?

Configure tab.

Which collaboration tool can you access using the bubble icon on the banner?

Connect Chat

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

Connect Chat

What can you do with the Process Automation Designer?

Connect multiple flows and actions into an end-to-end business workflow. Reuse existing Flow Designer flows, subflows, or actions to automate process activities. Organise process activities in a digitised task board interface. Guide end-users to complete a process in a task-oriented interface, such as a playbook. Consolidate separate business processes across the organisation. Define a consistent record life cycle from creation to completion. Pass data between the activities and stages of a business process. Specify the conditions and the order in which activities and stages run. Visualise and manage the activities and stages of your process.

What are the benefits of using Multisource CMDB?

Control CI updates at the discovery source and CI attribute level. Visualise discovery sources of attribute values at the attribute level. Modify reconciliation rules and then recompute CMDB data, reflecting the updated reconciliation rules. Revert CMDB data integration from a specific discovery source if, for example, you realize that the discovery source is not reliable. Recompute CI attribute values while excluding the discovery source that you want to ignore. Validate a discovery source by comparing its data to data from other discovery sources, which are known to be valid. Improve data management, data quality, and operational insights by querying Multisource CMDB data. Use the Multisource Report Builder to create queries for Multisource CMDB records, discovery sources, and CI records.

What are the benefits of using Multisource CMDB?

Control CI updates at the discovery source and CI attribute level. Visualise discovery sources of attribute values at the attribute level. Modify reconciliation rules and then recompute CMDB data, reflecting the updated reconciliation rules. Revert CMDB data integration from a specific discovery source if, for example, you realize that the discovery source is not reliable. Recompute CI attribute values while excluding the discovery source you want to ignore. Validate a discovery source by comparing its data to data from other discovery sources which are known to be valid. Improve data management, data quality, and operational insights by querying Multisource CMDB data. Use the Multisource Report Builder to create queries for Multisource CMDB records, discovery sources, and CI records.

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?

Create Catalog Item and use the Not Available list to specify the Manager Group

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?

Create one Catalog Item for Event Room Set Up; then publish to both Catalogs.

What is the purpose of a related list

Create one to many relationship Present related records

Which of the following is used to control access to features and capabilities in ServiceNow applications and modules?

Roles

How do Admins check which release is running on a ServiceNow instance

Stats module pr Stats.do

Who can add or remove widgets in a dashboard?

Dashboard owner, shared users with edit access, and dashboard admins

How do you embed report visualisations in the body of scheduled report emails?

Embedded PNG

Which of the following are true statements about Data Policies?

Data Policies are script-free, server-side application files. Data Policies have a condition as part of the trigger. Data Policies can take different actions when the Conditions field evaluates to true or false. Data Policy Rules do not require scripting to set Mandatory and/or Read-only field attributes. Data Policies are not dependent on how a record is updated.

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

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

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?

Data Policy

Which of the following are Data management plugins?

Data archiving, Database Rotations, and Many to Many task relations

Which of the following are database view limitations?

Database views cannot be created on tables that participate in table rotation. It is not possible to edit data within a database view. In a clone request, database view tables cannot be added as a data preserver.

What is granted to non-administrators for them to develop applications?

Delegated Development

How is it possible for a non-administrator to develop and deploy applications on the Now Platform?

Delegated development and deployment application

(Tokyo) End users without roles who visit a full platform URL are redirected to a portal. What is the default portal for new (zBoot) instances?

Employee Center

Which Common Service Data Model (CSDM) domain does Business Capability reside in?

Design domain

Which of the following can be used to create configuration items (CIs) in the CMDB?

Direct manual creation via the Configuration application modules. Creation via service catalogue fulfilment processes. Import from an external source. Integration with 3rd party systems. Automated discovery tool(s). Creation triggered by asset management. Creation via the change management process.

Which of the following can be used to create configuration items (CIs) in the CMDB?

Direct manual creation via the Configuration application modules. Creation via service catalogue fulfilment processes. Import from an external source. Integration with 3rd party systems. Automated discovery tool(s). Creation triggered by asset management. Creation via the change management process.

Which ServiceNow products can be used to discover and populate the CMDB?

Discovery IntegrationHub ETL

Which technique is used to get information from a series of reflected fields from a different table?

Dot-walking

Which of the following are the steps to Easy Import?

Download Excel Template Complete Excel Template Upload Import Data Preview Import Data Finalise Import

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

Drag the data pill onto the flow definition

Which reporting feature is described by the following? Clicking on a report section displays a subset of the report's data in a new report.

Drilldown

Given that the prebuilt conversations in Virtual Agent Lite are read-only, how do you make the conversations available to your end users?

Duplicate and publish the topics

What do each record and each field correspond to in a table?

Each record corresponds to a row on a table. Each field on a record corresponds to a column on that table.

Which option enables you to sort Visual Task Boards using criteria you create?

Edit Filter and Sort

What are the advantages of a ticketing integration between a ServiceNow instance and a third-party system?

Establishing a ticket number that provides a unique key between systems. Synchronising the systems so that notifications can be triggered. Transforming data for more uniform processing. Tracking ticket activity for accurate reporting.

How is the Event Log different from the Event Registry?

Event Log contains generated Events, the Event Registry is a table of Event definitions

Which of the following is a true statement about importing data into ServiceNow?

Every import must have at least one Transform Map.

Which of the following is a true statement about importing data into ServiceNow?

Every import must have at least one Transform Map. coalescing is never required. Developers can reuse staging tables. staging tables are not part of every application. The fields of all other data types do not have to be mapped

What file formats are available when exporting currently displayed records in a list?

Excel, CSV, XML, JSON or PDF.

What file formats are available when exporting currently displayed records in a list?

Excel, CSV, XML, JSON or PDF.

What is the single location for all the import sets and concurrent import sets for a scheduled data import chain?

Execution Contexts.

Which user authentication method is used when it authenticates the user name and password configured in identity providers with a matching user account in the ServiceNow instance?

External Single Sign-on (SSO)

What are the three key attributes of every field?

Field Label Field Name Value

Which of the following describes how to create a field on a table with Form Designer?

Field Types tab to create fields in a table while adding them to the form.

An update set is a group of configuration changes that can be moved from one instance to another; however, not everything is captured. Which of the following are automatically captured in an update set?

Fields Views Roles

What is a good way to privately suggest an article revision to the knowledge manager from the Service Portal?

Flagging an article

Which of the following business needs can be addressed by Flow Designer? Select 3 Answers from the below options.

Flow Designer can be used to: orchestrate business processes across services with little technical user knowledge, reduce technical debt, such as reducing scripting to simplify upgrades and deployments, and integrate with 3rd party systems.

Where in the Flow Designer can you find information about the actions you add to a flow?

Flow Designer help panel.

What are the two options to define the fulfilment process for a service catalogue item?

Flow and Workflow

You can test a flow, subflow or action in the background and run it with sample data.

Flow trigger conditions

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

For a specific CMDB Configuration item

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

Form Designer

What needs to be configured to create a new form view?

Form Layout or Form Design

Which of the following are the UI actions in a form?

Form buttons, Form context menu items (right-click the header), and Form links (Related Links in a form)

What type of Visual Task Board CANNOT be built from a record list?

Freeform Visual Task Boards

Which of the following describes creating a field on a table with Form Designer?

From the field types tab, drag the field type onto the form and configure the field.

What do you select to personalize the user settings

Gear icon

Group records are stored in which table?

Group [sys_user_group]

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

Guided Application Creator

What Visual Task Board type automatically updates the tasks when the respective cards are edited or change lanes?

Guided boards

What editor is used by knowledge authors to apply predefined formats, code snippets, table of contents, and find or replace text for a knowledge article?

HTML editor.

When using Form Designer, icons presented on each field include which of the following?

Handle, Remove and Edit

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?

Have them use the gear icon to set the employee's time zone.

Which of the following statements are true about knowledge article authoring in Microsoft Word?

Headers and footers corresponding to pages in the Word document appear as-is in the knowledge article.

Which of the following are not included in an Update Set, by default?

Homepages Data Schedules Database changes

What types of records are NOT captured in an update set by default?

Homepages and content pages

What platform feature, combined with field normalisation, does CMDB leverage to check a CI's uniqueness automatically?

Identification and Reconciliation Engine (IRE)

Which one statement correctly describes Access Control rule evaluation?

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

When a user reports that they are not able to see modules on the application navigator, what can you do, to see what modules are visible to them?

Impersonate the user

How can one user temporarily become another user for testing purposes?

Impersonating users from the User menu.

Where can you view how a catalogue item appears in a conversational interface and modify the item if required?

In Catalog Builder

What type of relationship is recommended between Incident and SLA tables to report on incidents resolved by SLA per incident category?

Incident SLA [incident_sla] is a database view

How would you describe the relationship between the incident and Task table?

Incident table is extended from task table.

What workflow types are provided in the Now Platform?

Information Technology (IT), Employee, Customer

What sections on the Reports page allow you to see the different audiences and their visibility on the reports?

My reports: Group: Global: All:

When searching using the App Navigator search field, what can be returned?

Names of Applications and Modules Names of Modules Names of Applications Favorites

Your manager asks you to build some reports on your group tasks. Where do you start?

Navigate to 'Reports > Create New.'

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

Next Experience Unified Navigation

What role is required to toggle the template bar and apply global templates to the forms?

No special role

Which of the following is a true statement about the admin role?

Non-admin users cannot add a user to a group that contains the admin role. A user with only the admin role cannot grant the security_admin role to other users. To grant the admin role to a user, the granting user must also have the admin role.

The ServiceNow platform includes which types of interfaces?

Now Mobile Apps Now Platformֲ® User Interfaces Service Portals

What would you do, on a list, if you wanted to show the records in groups, based on the column category?

On list Context Menu, select Group By > Category On the Category column title, click Context menu > Group By Category

You are looking at a list of Active incidents. You want to exclude incidents with the state of Resolved. How might you do that?

On the list of records, locate and right-click on the Resolved value, select Filter Out

What are the different types of Client Scripts that are supported in ServiceNow?

OnLoad(), OnChange(), OnSubmit() and OnCellEdit().

What are the different ways for ServiceNow tables to be related to each other?

One-to-Many Many-to-Many Database Views Extensions

(R) Who has access to create, edit or delete sorting criteria in Visual Task Boards?

Only the owner of the board

What authentication method is used as a Single Sign-On (SSO) identity provider (IdP) to allow users to log in to ServiceNow using their social identity provider, like Google and Okta?

OpenID Connect (OIDC)

What are the three different request methods in the Service Catalogue?

Order Request Submit

Which of the following statement describes the purpose of an Order Guide?

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

Which of the following are true statements about portals?

Page layouts are responsive to the device type and screen resolution. Viewport size changes when a page is resized. Containers can be fixed or fluid layout.

Which of the following are true statements about portals? Select 4 Answers from the below options.

Page layouts are responsive to the device type and screen resolution. Viewport size changes when a page is resized. Containers can be fixed or fluid layout.

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

Pencil

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

Plugin

What needs to be set for a CI class in the CI Class Manager to display in the Configuration item field look-up in the change form?

Principal Class

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

Process Automation > Flow Designer

Where can users author cross-enterprise workflows and create a single, unified process on the Now Platform?

Process Automation Designer

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)?

Process User

A knowledge article must be which of the following states to display to a user?

Published

What is the path an admin could take to view the fulfillment stage task list for an order placed

REQ number > RITM Number > Task Number

Which of the following is the ServiceNow application used to construct and test API requests to a ServiceNow instance?

REST API Explorer

The baseline Service Catalog homepage contains links to which of the following components?

Record Producers, Order Guides, and Catalog Items

What are the two types of inbound email actions?

Record action: setting a value for a field in the target table. Email reply: sending an email back to the source that triggered the action.

What component causes a flow to run after a record has been created or updated?

Record-based trigger

What do you use to control access to features and capabilities in ServiceNow applications and modules?

Roles

What field type on a form has a clickable icon that provides a preview of the associated record?

Reference

Which of the following field types do have a one-to-many relationship?

Reference Field: Glide List: Document ID Field:

What are the different Schema relationship types that are supported for tables?

Referenced by, Referencing, Extended by, and Extending.

What sorting options are available when searching for a knowledge article on the Knowledge portal?

Relevancy, Views, Newest and Alphabetical

What setting on the List Control page can speed up loading large lists? Hierarchical lists

Remove pagination count that removes pagination calculation from all views or Remove pagination count for specified views that removes pagination calculation from specified views.

Which of the following is a key difference between Reporting and Performance Analytics?

Reporting answers the question of 'Where are we today?' while Performance Analytics answers the question of what is happening over time.

Which of the following is a key difference between Reporting and Performance Analytics?

Reporting answers the question of 'Where are we today?' while Performance Analytics answers the question of what is happening over time.

Which of the following are the data visualisation formats in ServiceNow?

Reports: On-demand bar and pie charts created from lists % Complete indicators in lists: Chart data type for forms: Dashboards:

Which of the following are the data visualisation formats in ServiceNow? Select 3 Answers from the below options.

Reports: On-demand bar and pie charts created from lists: % Complete indicators in lists: Chart data type for forms: Dashboards:

How do end-users typically access the service catalogue when using the Service Portal?

Request Something.

What variable type do you use to allow requesting a catalogue item on behalf of another user or multiple users?

Requested For

What variable type can be only used once in a catalogue item?

Requested For variables.

The customer has asked that your change the default layout of the task list. After navigation to the list, where would you click, to meet this requirement?

Right click List Gear icon > Configure > Columns

While showing a customer their incident form, they ask to change the Priority field title to display their internal terminology PValue. How would you do that?

Right click on Priority and select Configure Dictionary Right click on Priority and select Configure Label

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?

Right click on form header, select Configure > Form Layout Click on context menu, select Configure > Form Designer

What are the three sections of an Access Control record that must evaluate to true to grant access to a resource?

Role Condition Script

What form action updates an existing record and keeps the form open?

Save

Which UI action on a task form updates the record and stays on the same page

Save

What Flow Designer benefit corresponds to extending flow content by subscribing to IntegrationHub or installing spokes?

Scalability

Your director has requested you to generate a snapshot of your groups' monthly resolved incidents and automatically email it to the executive group on the first day of each month. What ServiceNow capability do you use?

Scheduled reports

What notification actions can be accepted in provider notification definitions?

Scriptable Action Flow Action Virtual Agent

What is the recommended way to share a report?

Select Share

Which module is used to access the knowledge bases which are available to you?

Self Service > Knowledge

Which of the following applications is available to all users?

Self-Service

Which one of the following statements describes the purpose of a Service Catalog flow?

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

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

Service Catalog variables are global by default

Which of the following definitions corresponds to Service Catalogue?

Service Catalogue contains a collection of orderable products and services.

Where can fulfillers navigate to find catalogue tasks assigned to them and their groups to fulfil requests?

Service Desk > My Work Service Desk > My Groups Work

Where can fulfillers navigate to find catalogue tasks assigned to them and their groups to fulfil requests?

Service Desk, and My Work or My Groups Work

What functionality can you use to track the amount of time a task has been open to ensure that tasks are completed within an allotted time?

Service Level Agreements

Which of the following CI class is not included in the search results for configuration items, affected CIs, or impacted services within an Incident record?

Service Offering they are no longer included in the search results for configuration items, affected CIs, or impacted services.

Which CI class is NOT included in the search results for configuration items, affected CIs, or impacted services within an Incident record?

Service Offering field

Which CI class is NOT included in the search results for configuration items, affected CIs, or impacted services within an Incident record?

Service Offering field on an Incident record

Which of the following concepts are associated with the ServiceNow CMDB?

Service Processes Tables and Fields A Database The Dependency View

Which of the following is a CMDB-based framework that supports multiple configuration strategies?

ServiceNow Common Service Data Model (CSDM)

Machine-learning solutions can be used in your ServiceNow instance to predict, recommend, and organise data outcomes. They can help resolve requests faster by categorising, assigning and prioritising the requests using the Short Description. What is the name of this platform function?

ServiceNow Predictive Intelligence

Which of the following is a way to add an application to a ServiceNow instance for development?

ServiceNow Studio Guided Application Creator

Which of the following is a way to add an application to a ServiceNow instance for development?

ServiceNow Studio Guided Application Creator

What is the best practice when configuring Assignment Rules or Predictive Intelligence?

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.

Which of the following are valid report sharing options?

Share, Schedule, Export to PDF, Publish and Add to dashboard

While showing a customer their incident form, they ask to change the Priority values to display their internal terminology P1, P2, P3, P4. They want it to be consistent across all Tasks. How would you do that?Right click on Priority and select what?

Show the choise list Configure choices.

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?

Single-field coalesce

What do you use to set values for the mandatory fields that are not in the import spreadsheet?

Source Script

Which functions can you perform using the HTML editor in knowledge articles?

Spell check as you type in the Article body section of a knowledge article. The HTML editor automatically checks the spelling as you type and underlines spelling and grammar mistakes in red. View the style applied to the selected text and the word count from the HTML editor's bottom pane. Apply the formatting. Paste without formatting. Insert tables and modify cells, rows and columns of a table. Include HTML content. Insert or edit a code snippet. Insert a basic table of contents at the cursor's current position. Find and replace text. Revert changes that you have made during the current session of content editing.

Which reporting aggregation shows data variation from the average value for a given field?

Standard deviation

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

Stats module

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

They are the building blocks.

Create Incident, Password Reset, and Report outage: what do these services in the Service Catalog have in common?

They direct the user to a record producer

What visualisation types allow you to add multiple data sources of the same type in the UI Builder?

Time Series Bar

What is the purpose of a Related List?

To present related records

What is the purpose of Embedded Help on the ServiceNow platform?

To provide help for custom applications. To provide more specific instructions or embedded videos to describe your business process. To provide embedded help content where none exists for a page. To provide embedded help content in languages other than English (default)

What is the purpose of Embedded Help on the ServiceNow platform? Select 4 Answers from the below options.

To provide help for custom applications. To provide more specific instructions or embedded videos to describe your business process. To provide embedded help content where none exists for a page. To provide embedded help content in languages other than English (default).

What value does the Condition field in a Business Rule return if the field is blank?

True

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

UI Action

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

UI Actions

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

UI Pages

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

UI Policy

Which content type is NOT tracked in the history tab within the Application Navigator?

UI pages and other non-standard interfaces

Which of the following should you do before importing data into ServiceNow?

Understanding the data you plan to import, Deciding what to do with incomplete or erroneous data, and Determining which source data maps to which target fields.

Which of the following should you do before importing data into ServiceNow?

Understanding the data you plan to import, Deciding what to do with incomplete or erroneous data, and Determining which source data maps to which target fields.

What is a sys_id?

Unique 32-character identifier that is assigned to every record

When using Manage Developers, what deployment permissions can be assigned to a group or user for a specific application?

Upgrade App, Publish to App Store and Manage Update Set

What deployment permissions can be assigned to a group or user for a specific application when using Manage Developers?

Upgrade App, Publish to App Store and Manage Update Set

Which of the following are the modules for the Upgrade Center application?

Upgrade Preview Upgrade Monitor Upgrade History

What can be used to extend the Flow Designer to call 3rd party systems such as automating Microsoft Services and infrastructure using PowerShell and REST?

Use IntegrationHub

What are the different levels of ServiceNow security before an end-user can perform CRUD (Create, Read, Update, Delete) operations on a table?

User Authentication Application and Modules Access Database Access

Where do you define user conditions to determine who can access catalogue items?

User Criteria [user_criteria]

(Tokyo) What application enables you to understand user web and mobile experiences by visualising your metrics and interactions through an interactive dashboard?

User Experience Analytics application

Where can users set their notification preferences in the Next Experience UI?

User Menu > Preferences > Notifications.

What is selected on the Now Platform to impersonate another user?

User menu

How are Workflows moved between instances?

Using Update Sets

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

Variable Types

What can you do in the SLA Timeline for a task?

View the progress of all types of task SLAs, OLAs and underpinning contracts. View related task updates. Identify why a task update triggered a specific stage in the task SLA. Debug and verify a task SLA and the SLA definition.

What is the name of the conversational bot platform that provides assistance to help users obtain information, make decisions, and perform common tasks?

Virtual Agent

Which Chatbot on the Now Platform allows you to send notifications directly to Slack and Microsoft Teams users?

Virtual Agent

Where do the ServiceNow client-side scripts execute?

Web Browser

Under which tab within the email notification configuration can you identify if a record insert or update triggers a notification?

When to send

Under which tab within the email notification configuration can you identify if a record insert or update triggers a notification?

When to send — Conditions required to send the notification.

What are the main sections when you are configuring email notifications?

When to send: Conditions required to send the notification. Who will receive: Recipients of the notification. What it will contain: Contents of the notification. What Digest will contain: Contents of the email digest if the notification can be delivered in a digest.

Which search feature can you use to narrow down search results in ServiceNow?

Wildcard characters

What are the possible data source file formats for an import set?

XML, CSV, XLS, XLSX, JSON

What is Configuration Item (CI)?

the components of an infrastructure required to deliver a product or service.

(Tokyo) Which of the following can you do using the Catalog Builder? Select 3 Answers from the below options.

You can configure the Catalog Builder experience for catalogue item editors. You can easily transfer catalogue items published through Catalog Builder using exclusive update sets. You can configure the default value for a question in Catalog Builder, so it is set when users open a catalogue item form.

What is (are) best practice(s) regarding users/groups/roles? (Choose two.)

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

Form splits help you organise fields on a form into columns for an enhanced visual appeal. What role is required to enable multiple form splits on the platform?

[admin]

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

a UI policy action

What does a column in the list interface correspond to in a ServiceNow instance?

a field

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

a permalink

What does Lane Filter in Visual Task Board enable you to create for cards that contain empty values, such as cards with no assignees?

a separate lane

What does Lane Filter in Visual Task Board enable you to create for cards with empty values, such as cards with no assignees?

a separate lane

What is a definition of a transform map in ServiceNow?

a set of field maps that determine the relationships between fields in an import set and fields in an existing ServiceNow table

Which of the following defines an application service in the best way?

a set of interconnected applications and hosts configured to offer a service to the organisation.

What is Configuration Management System (CMS)?

a set of tools and databases used to manage an organisation's configuration data.

What are some of the benefits often recognised by branding your instance?

a shared identity, gain user trust accelerate adoption rates.

What is the minimum required component in each flow in Flow Designer?

a trigger and one or more actions.

Which of the following does each flow consist of, as a minimum, in Flow Designer? Select 2 Answers from the below options

a trigger and one or more actions.

(Tokyo) Which of the following can be configured by all users in the Next Experience instances?

a user-selected/personalised start page,

What can you customise in the virtual agent's chat menu displayed to your end-users?

add your own options, such as links to web pages or FAQs. You can change the menu title and menu items, including the icons for phone, email, and live agent support. You can also set the order of the menu items displayed.

What of the following roles cannot be delegated?

admin, public, nobody and role_delegator

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

an Application Menu with the same name as the table Label and a Module with the plural of the table Label

How do you delete related records from the archive log and archive (ar_) tables?

an archive destroy rule.

The VIP value for a user is set to true on the [sys_user] table. The user is listed as the Caller of an incident. Which of the following statements are true in a baseline platform configuration?

an icon appears beside the Caller's name in the list view or the caller field in the form view. By default, the Caller's name will turn red, a VIP icon will appear next to the Caller field

What changes are automatically reflected in dynamic application services?

any changes to CI relationships.

Which of the following is true about the Branding Editor?

applies themes to a portal allows change previews

What permissions can be assigned to users in groups?

approve, change, or resolve incidents and requests, provide a reference for alerts and notifications, receive email notifications.

What permissions can be assigned to users in groups?

approve, change, or resolve incidents and requests, provide a reference for alerts and notifications, and receive email notifications.

How can you access the local flow variables in the Flow Designer?

as data pills directly in the Data panel. Flow Variables option

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

gear icon

What are the different ways an end-user can leave feedback about an article?

giving a 1-5 star, marking the article as helpful or not helpful and leaving a comment on it.

What is an update set?

group of one or more changes that can be moved from one instance to another altogether.

An Access Control List (ACL) rule only grants users access to an object if they meet all of the following permissions required by the matching ACL rule.

he 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. If the list is empty, this condition evaluates to true

Which of the following is NOT a group type in the base instance?

incident

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?

incident.major_incident

What are the database views for incident management in the base system?

incident_sla incident_metric incident_time_worked

Administrators and users with the 'personalize' role can create view rules determining which views are conditionally available or pertain to specific user roles. How do users know what form view they see when accessing a record?

it is listed next to the record's display name in the form header. by hovering over the record's display name in the form header.

An incident manager is responsible for the Critical Incidents assignment group. The group contains a few team members who are working on different Incident tasks; however, the incident manager cannot see any tasks on the 'Service Desk>My Group Work' list. What of the following could explain this?

itil or service_fulfiller role all unassigned active and non-pending tasks where the user is a member.

Which of the following are possible outcomes when coalescing detects a match between a record in the staging table and a record in the target table?

keeping the record already in the target table or overwriting the record in the target table with the source data.

Which of the following are possible outcomes when coalescing detects a match between a record in the staging table and a record in the target table?

keeping the record already in the target table or overwriting the record in the target table with the source data.

Which of the following features allows you to update multiple records simultaneously?

list editor Update Selected

Which of the following features allows you to update multiple records simultaneously? Select 2 Answers from the below options.

list editor Update Selected

What report type requires access to the data to view it?

list reports.

What actions can you do with Flow Designer?

look up and delete multiple existing records as a single action, duplicate an action or subflow within a flow and test a flow, subflow, or action in the background.

What actions can you take with Flow Designer?

look up and delete multiple existing records as a single action, duplicate an action or subflow within a flow and test a flow, subflow, or action in the background.

What field attributes can a UI policy action change on a form?

mandatory, visible/hidden, read-only.

Which catalogue UI policy actions can be applied to variables on catalogue item forms?

mandatory, visible, or read-only

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

retrieve, preview, and commit.

Which of the following is a true statement regarding Flow Designer actions?

reusable operations for use across multiple flows, can be contained in a spoke and provide the ability to build your own custom actions.

What role is required to create and edit Access Controls?

security_admin

What role do you need to create or update access control rules?

security_admin administrators must elevate privileges to the security_admin role to create or update existing access control rules.

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?

selecting the record from the History tab.

Which of the following are the different ways to create a favourite?

selecting the star of the corresponding application or module, dragging an individual record to the Favorites tab or dragging the breadcrumbs of a filtered list to the Favorites tab.

A group is a:

set of users who share a common purpose.

Which system property allows you to populate the recipients in the Bcc field when sending emails from a task?

sn_comm_management.default_email_recipient_field

What is the minimum role required to create a template from the incident form so you can create incidents for similar issues quickly?

sn_incident_write role

To provide added security on the platform, no user can have both explicit roles. What are the two explicit roles?

snc_internal and snc_external

(R) What can you use to aggregate field values when creating and sharing visualised reports on metrics in the Report Designer?

standard deviation calculation

Which of the following are the notification preferences that users can manage?

subscribe, schedule or disable a notification. You can also turn off all notifications.

Which of the following are the notification preferences that users can manage?

subscribe, schedule or disable a notification. turn off all notifications. creating a channel Notification preferences in UI16

Which form view is displayed when clicking on the reference icon of a field in a form?

sys_popup form view

What is the platform name for the User table?

sys_user

Table Access Control rules are processed in the following order:

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

What does the first-page results column in the Search Event [sys_search_event] table contain?

table names and sys_ids

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

task

Name the base table for storing SLA records which are applied incident is

task_sla

Which feature enables you to maintain a unified content categorisation across different content types, such as catalogue items, knowledge articles, and community posts?

taxonomy feature

What action is recommended when you want to perform system maintenance?

terminate sessions

Why is there a need for user impersonation?

testing and visibility

Which incident field is used to predict the Configuration Item and Service fields' value via Predictive Intelligence solution definitions?

the Short description field.

Where can you enable or disable form tabs in the platform?

the System Settings by clicking the gear icon in the banner frame () and toggling the Tabbed forms option.