CSA Hard Questions
An Access Control List (ACL) rule only grants a user access to an object if the user meets all of the following permissions required by the matching ACL rule. Select 3 Answers from the below options.
1) The condition must evaluate to true 2) The script must evaluate to true or return an answer variable with the value of true 3) The user must have one of the roles in the required roles list. If the list is empty, this condition evaluates to true
What type of traffic can you apply an IP access control to your instance? Select 3 Answers from the below options.
Apply an IP access control to outbound traffic, inbound traffic, or bidirectional traffic.
To provide added security, no user can have both of the explicit roles. What are the two explicit roles? Select 2 Answers from the below options.
As of the Paris release, no user can have both explicit roles (snc_internal and snc_external).
Lists provide context menus at three different levels. What are the names of those context menus? Select 3 Answers from the below options.
Context menus (also called right-click menus) provide three different levels of the list control. Three different list control levels are 'list title menu', 'list column context menu' and 'list fields context menu'. List description menu and list filter context menus do not exist on the platform.
What application allows you to create or edit a catalogue item using a visual and guided experience along with specified restrictions?
The catalog builder experience enables you to delegate the creation and maintenance of the catalogue.
What is a stakeholder's role in implementing and maintaining the CMDB?
You will need to involve the right stakeholders to determine the specific CI information required to support these capabilities and build organisational buy-in. This stakeholder group should include the process owner, process manager, and other subject matter experts for each of the processes.
Where can users set their notificaiton subscription preferences?
System settings
What variable type can be only used once in a catalogue item?
A Catalogue Item cannot include multiple Requested For variables.
What variable types are available for a virtual agent conversation under the Variables tab when testing your topic? Select 3 Answers from the below options.
A conversation can have these variable types: Input variables, Script variables, Live Agent variables, Variables passed between a calling topic and topic block.
In Process Automation Designer, what does a lane represent in your overall business process?
A lane represents one stage in your business process.
What types of tests can be run by users to make sure CMDB works after upgrading and deploying new applications or integrations?
After upgrades and deployments of new applications or integrations, you can run quick start tests to verify that CMDB still works.
Which table does the Change Request [change_request] extend?
Change Request, Incident, Problem and Request extend the Task [task] table.
What service catalogue variables should be avoided in the Flow Designer for optimal performance?
For optimal performance, avoid selecting Masked variables in Flow Designer.
What report type requires access to the data to view it?
List Report
Where can users author cross-enterprise workflows and create a single, unified process on the Now Platform?
Process Automation Designer enables process owners to author cross-enterprise workflows and create a single, unified process.
Where does the ServiceNow client-side scripts execute?
ServiceNow client-side scripts run in a web browser.
Which group types are provided in the base system?
The following group types are provided in the base system: catalog, itil and survey.
What plugin does need to be activated to onboard a large volume of external users to a custom application in your instance?
Use external user self-registration to onboard a large volume of external users to your instance.
Which of the following action is recommended when you want to perform system maintenance?
Use the terminate sessions feature when you want to perform system maintenance. 1) Navigate to User Administration > Logged in users. You can only see users who are logged into the same application node as you. If the Active field on a user record value is false, the user is logged in but not currently running a transaction. Most users appear inactive at any given time. 2) Select the session you want to end. 3) Click Lock Out Session.
Where can users set their notification subscription preferences?
Users set their notification subscription preferences in System Settings.
Which role can switch their form view?
Users with the 'view_changer' role can switch their form view. 'task_editor' can edit protected task fields. 'personalize_form' can personalise forms, and 'service_viewer' provides access to read all services and offerings. Switching views submits the form, which saves all changes and triggers any onSubmit client scripts that apply. You cannot switch form views on a new form that has not been saved yet. When a user switches views, the selected view is saved as a user preference, so the user sees the same view by default when the form opens. To switch between form views, click the context menu at the left side of the form header, and then select Views > [Desired View]:
What are the four access control rules that the system creates by default when a custom table is created?
When a custom table is created, the system creates four access control rules by default: create, delete, read, write.
When can you create a user-initiated flow in Flow Designer that runs with its own roles and not the user's roles?
You can create a user-initiated flow in Flow Designer that runs with its own roles and not the user's roles when you are on the Flow Properties form to create or update a flow or subflow.
What authentication enables you to create policies based on a criteria-like role, IP address, or group?
Adaptive authentication enables you to create policies based on a criteria-like role, IP address, or group.
What are the two types of inbound email actions? Select 2 Answers from the below options.
* 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 types of permissions can be configured in an access control rule? Select 3 Answers from the below options.
1) The condition must evaluate to true. 2) The script must evaluate to true or return an answer variable with the value of true. 3) 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 record operations can be secured by ACL rules? Select 3 Answers from the below options.
ACL rules can secure the following record operations: execute, create, read, write, delete, edit_task_relations, edit_ci_relations, save_as_template, add_to_list, list_edit, report_on, report_view, and personalize_choices.
Which of the following would be included in the results when entering 'service' in the Navigation filter? Select 2 Answers from the below options.
Any applications, sections or modules with names containing 'service' (or other words containing service, such as services, and serviced) would appear in the results. In addition, any applications, sections or modules related to those containing 'service' would also appear.
What model/standard across applications helps track life cycle stages and stage statuses for CIs effectively?
Common Service Data Model (CSDM) provides standard fields and values for tracking life cycle stages and stage statuses for CIs.
Which of the following are Data management plugins? Select 3 Answers from the below options.
Data archiving, Database Rotations, and Many to Many task relations are the 3 Data Management Plugins. Schema map, Data dictionary table and Table cleaner are the tools that can help manage data within the instance. * Data archiving: Provides the ability to archive records to minimise performance issues. * Database Rotations: Provides tools for managing large tables to minimise performance issues. * Many to Many task relations: Provides the ability to define many-to-many relationships between task tables.
What is a metric?
It is used to measure and evaluate the effectiveness of IT Service management processes -Metrics measure data over time to show past history -Metrics can gather data as the data is updated
ServiceNow can import data from which of the following external data source types when a valid transform map is available? Select 3 Answers from the below options.
JDBC, LDAP, OIDC, REST (IntegrationHub) and Custom (Load by Script). JSON and CSV are the different file formats for data import, but they are not the external data source types.
What does Lane Filter in Visual Task Board enable you to create for cards that contain empty values, such as cards with no assignees?
Lane Filter enables you to create a separate lane for cards that contain empty values. For example, you can filter cards with no assignees on a board so that you can view them in a separate lane. This can be applied for both horizontal swimlanes and vertical lanes.
What role is required to access the template bar or create templates?
No special role is required to access the template bar or create templates, but the ability to configure or apply templates created by others depends on user access controls within the template.
Which of the following are a true statement about the admin role? Select 3 Answers from the below options.
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.
What data type in a survey metric has the field validation option to validate email, IP address, phone number or URL?
String Validate the value entered for a String type metric of a survey. Validation reduces the time required for an agent to resolve customer issues. Use the Field validation field for a metric to implement this functionality. This functionality is applicable in the Now Platform®, Survey Designer, ServiceNow®Service Portal, and ServiceNow®Virtual Agent. Possible validations are Email, IP Address (IPV4, IPV6), Phone Number (E.164) and URL.
What links show up when you click 'Go' to preview the upgrade version from the Upgrade Center? Select 3 Answers from the below options.
The following three links show up when you click Go to preview the upgrade version: 1) Problem fixes (Fixes that have been made since the last upgrade version), 2) Personalized release notes (Release notes summary for the previewed version), and 3) Known error articles (Errors that have been identified but not yet resolved).
What scores are found on the CMDB health dashboard? Select 3 Answers from the below options.
The health dashboard provides a single view of the quality of data at the CMDB, CI class and CI levels using completeness, correctness and compliance scores.
What plugin needs to be activated to allow translating the content of a catalogue item to a supported language?
Translate the content of a catalogue item to multiple languages. You should activate the Localization Framework plugin (com.glide.localization_framework).
Which of the following aspects of the Service Catalog application can a user with only the Catalog Administrator role manage? Select 3 Answers from the below options.
Users with the Catalog Administrator [catalog_admin] role can manage the Service Catalog application, including catalogs, categories and items, but not including scripting functions available to administrators [admin].
What is mandatory to select when importing Microsoft Word documents as knowledge articles?
Selecting the Knowledge Base is mandatory when importing Microsoft Word documents as knowledge articles into a knowledge base. You must have Can Contribute access to at least one active knowledge base and the required role is knowledge.
Which of the following is used to send an SMS text message to specified users or groups in Flow Designer?
Send an SMS text message to specified users or groups as an action in a flow.
What are the benefits of using Multisource CMDB? Select 3 Answers from the below options.
Some of the benefits of using Multisource CMDB are: 1) Control CI updates at the discovery source and CI attribute level. 2) Visualise discovery sources of attribute values at the attribute level. 3) Modify reconciliation rules and then recompute CMDB data, reflecting the updated reconciliation rules. 4) 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. 5) Validate a discovery source by comparing its data to data from other discovery sources, which are known to be valid. 6) 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.
Which of the following describe Tasks?
Tasks are repeatable processes that minimise the possibility of human error and lead to quicker resolution times.
Which menu can users access to display actions that involve creating quick reports, configuring lists and exporting data?
The Column Context Menu displays actions that involve creating quick reports, configuring lists and exporting data.
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?
The Configuration item field look-up has been enhanced to display only CIs whose class is set as the Principal Class in the CI Class Manager.
What are the Incident Database views for the Service Management plugin in the base system?
The Incident Database views for the Service Management plugin in the base system are: incident_sla, incident_metric and incident_time_worked.
What item in the Knowledge Management Service Portal displays articles with the highest percentage of users, marking them helpful?
The Most Useful item in the Knowledge Management Service Portal displays articles with the highest percentage of users, marking them helpful. The homepage displays links to the featured, most viewed, and most useful articles using several widgets. The featured articles are displayed based on the keywords associated with the articles. Most viewed and most useful articles are displayed based on the articles' highest view and use count.
Which of the following workflow types does the Now Platform provide? Select 3 Answers from the below options.
The Now Platform provides Information Technology (IT), Employee, and Customer workflows.
Different form templates can be applied to a form by accessing the _______.
The Template Bar allows users to select different templates to apply to the form.
How do Data Classification support administrators and auditors? Select 2 Answers from the below options.
Visualize the current sensitivity of data within the instance Help the privacy laws, security and compliance § Visibility into the data types hosted on a Now Platform instance. § Compliance with privacy laws and meeting regulation requirements.
What type of authentication enables users to use PIV (Personal Identity Verification) or CAC (Common Access Card) cards to log in to Now Platform or Service Portal?
Certificate based authentication enables end-users to use PIV (Personal Identity Verification) or CAC (Common Access Card) cards to log in to Now Platform as a fulfiller or Service Portal as a requester instead of using user name and password.
Where can you customise the chat menu displayed to your end-users in the Virtual Agent?
Collaboration > Branding and Chat Menu
What allows you to see more information on the same screen real estate when using Visual Task Boards?
Compact Cards allows you to see more information in the same screen real estate when using Visual Task Boards.
Which of the following statements are true in regard to import sets?
Creating an extremely large import set can cause delays and system outages. Import Sets run as user System and therefore cannot add data to encrypted fields. You can import data from several different file formats or external data sources. Transform map is a set of field maps that define the relationships between fields in an import set and fields on a table. The Import Set Deleter scheduled job cleans up old import set data (i.e. older than 7 days) every day at midnight.
Which of the following are the modules for the Upgrade Center application? Select 3 Answers from the below options.
Use ServiceNow Upgrade Center to plan and manage your upgrades. Use the Upgrade Preview module to explore different release versions available to you and gain insights about an upgrade's experience without actually upgrading your instance. You can also monitor any ongoing upgrade status and view the summary of your latest upgrade with the Upgrade Monitor module. A separate Upgrade History module can be used to view all your past upgrades. There is no Upgrade Summary module as it is part of the Upgrade Monitor module.
How can a user prevent their system from communicating with untrusted email addresses and domains?
Using System address filters allows you to prevent your system from communicating with untrusted domains and email addresses.
What is the recommended way to share a report?
Using the Share option on the upper right side of the report form is recommended to share a report. Sharing ensures the report data is always up to date when the report is run. Other options generate a static report or make it publicly available.
What related lists are available in the Upgrade Preview form? Select 3 Answers from the below options.
Using the Upgrade Preview form, you can have an alternate view of a previewed upgrade. Here are the related lists that are available in the Upgrade Preview form: 1) Predicted Skips to Review: The Upgrade Preview process informs you about the customizations that are predicted to be skipped during an upgrade. The upgrade preview process the skip files that have been customized. Predicted Skips to Review lists all the skipped files that haven't been reviewed yet. 2) Predicted Skips Reviewed: Predicted Skips Reviewed related list displays the records which have previously appeared on the Predicted Skips to Review the related list and have been reviewed. When you select a skipped record to review, and the Resolution Status has been set to a value other than Not Reviewed, the updated record moves to the Predicted Skips Reviewed related list. 3) Previewed Changes: Previewed Changes related list gives the total number of records predicted to change when the upgrade occurs. Total record changes also include possible predicted skip files known as Predicted skipped records.
What is automatically deleted when a non-dependent relationship is deleted from the CI Relationship [cmdb_rel_ci] table?
When a non-dependent relationship is deleted from the CI Relationship [cmdb_rel_ci] table, all cascading corresponding records in the Relationship Sources [sys_rel_source] table are automatically deleted.
Which of the following is the best practice when configuring Assignment Rules or Predictive Intelligence? Select 4 Answers from the below options.
When configuring Assignment Rules or Predictive Intelligence, it is best practice to: * 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, and * Setting an Assignment group based on Category and Subcategory. You should not Set an Assignment group based solely on Subcategory (Category = None). The customer will not see the Subcategory with a Category set to None.
What variable type should be used to allow uploading an attachment from a question in a catalogue item?
When submitting a catalogue item request, you can upload an attachment for a question of the item defined as a variable with the Attachment type.
When using the Service Portal, how do end users typically access the service catalogue?
When using the Service Portal, end users typically access the service catalogue by clicking on the Request Something.
What source types are available when viewing the source of a knowledge article search in the search log? Select 4 Answers from the below options.
When viewing the source of a knowledge article search in the search log, the following source types are available: 1) Portal (Service Portal application), 2) Classic (Now Platform application), 3) Workspace (Agent Assist in Workspace), 4) Knowledge Classic (Knowledge Management v3 or v2.) and 5) Other (Unidentifiable source)
What is created by default when you create a new table? Select 2 Answers from the below options.
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 is created by default.
What actions can you do with Flow Designer? Select 3 Answers from the below options.
With Flow Designer, you can 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.
Which of the following is an example of a CI Class switch?
With the CI Class switch, the CI class is in a different branch in the class hierarchy and has a different set of attributes than the current class. For example, reclassifying a CI from the Linux Server [cmdb_ci_linux_server] class to the Windows Server [cmdb_ci_win_server] class.
Which of the following visualisation types allow you to add multiple data sources of the same type in the UI Builder? Select 2 Answers from the below options.
You can add multiple data sources of the same type for time series (including Area, Column, Line, Stepline, and Spline) and bar (including Horizontal bar and Vertical bar) visualisations.
How can you change the visual style of your experience in UI Builder to match your branding and provide a consistent look and feel across all pages?
You can apply a theme to your experience to systematically and completely change the visual style.
What rules can prevent the Identification and Reconciliation Engine (IRE) from downgrading or switching between specific CI classes during payload processing?
reclassification restriction rules Creating a Reclassification Restriction Rule on [cmdb_ire_reclassification_restriction] table
What feature does create reusable components to run common tasks in Virtual Agent conversations?
'Topic blocks' feature creates reusable components to run common tasks in Virtual Agent conversations.
What are the 3 reasons to use ServiceNow Mobile apps? Select 3 Answers from below options.
* ability to submit, view, and update requests, issues, and tasks, * global search to find people, service and items, and articles, and * push notifications for access to important information instantly.
What IT challenges can be solved with the CMDB? Select 3 Answers from the below options.
* consolidating disparate Configuration Item (CI) data into a single Configuration, * regularly maintaining complex data for accuracy and * making sense of data to drive decisions and services.
Which of the following is NOT a limitation of Virtual Agent Lite?
1) Access to Virtual Agent tables is read-only, 2) Virtual Agent Lite topics cannot be run in any custom chat channels, 3) You can't create new topics, topic blocks, and custom controls, and 4) Only keyword-based conversations run in Virtual Agent Lite.
What can you do with the Process Automation Designer? Select 3 Answers from the below options.
1) Connect multiple flows and actions into an end-to-end business workflow. 2) Reuse existing Flow Designer flows, subflows, or actions to automate process activities. 3) Organise process activities in a digitised task board interface. 4) Guide end-users to complete a process in a task-oriented interface, such as a playbook. 5) Consolidate separate business processes across the organisation. 6) Define a consistent record life cycle from creation to completion. 7) Pass data between the activities and stages of a business process. 8) Specify the conditions and the order in which activities and stages run. 9) Visualise and manage the activities and stages of your process.
What do multiple connections support with IntegrationHub enable you to do?
1) Have more than one connection to the same integration provider. For example, you can establish connections to several different Jira environments. Select which connection you want to use in a flow. 2) Override preset connections for flows, subflows, and actions directly through Flow Designer. 3) When a flow is promoted to production, re-establish a connection to each account without modifying the flow.
Which of the following are true regarding Flow Designer actions? Select 3 Answers from the below options.
Flow Designer actions represent reusable operations for use across multiple flows, can be contained in a spoke and provide the ability to build your own custom actions.
What are the benefits of Flow Designer?
Flow Designer provides a single environment to build and visualise business processes. It allows extending flow content by subscribing to IntegrationHub or installing spokes. Flow Designer provides configuration and runtime information to create, operate, and troubleshoot flows from a single interface. It also provides natural-language-descriptions of flow logic and promotes process automation by enabling subject matter experts to develop and share reusable actions.
What is bypassed in the Flow Designer to allow testing a flow, subflow or action in the background?
Flow trigger conditions are bypassed in the Flow Designer to allow testing a flow, subflow or action in the background and run it with sample data, which you provide.
What HTTP request methods can be used in place of GET methods to return a response without a response body?
HEAD methods can be used in place of GET methods to return a response without a response body. HEAD operation requires only the Accept header.
What are the 2 available knowledge article types? Select 2 Answers from the below options.
HTML and Wiki are the 2 available knowledge article types.
What does ITOM Visibility use to identify and add CI relationships to the Suggested Relationships table?
ITOM Visibility, if available, uses enhanced discovery patterns to identify and add CI relationships to the Suggested Relationships table.
Which of the following can you specify with Virtual Agent Lite?
ITSM Virtual Agent Lite conversation topics in the ITSM self-service category (including related topic blocks) and the platform setup topics run in Virtual Agent Lite.
Which template can be created and saved for use as outputs in Flow Designer steps or actions?
In Flow Designer, you can save complex objects as templates for use as outputs in steps or actions.
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'?
In this case, you create a report on the Incident [incident] table, and you dot-walk to the Questions.Create Incident.Urgency on the conditions, and set the value to '2-Medium'.
Lists provide context menus at three different levels. What are their names?
List title menu, list fields context menu, list column context menu
Notifications in the Now Platform occur through which of the following methods? Select 3 Answers from the below options.
Notifications on the Now Platform occur through emails, SMS and meeting invitations.
What setting on the List Control page can speed up loading large lists?
On the List Control page, select a check box: * Remove pagination count that removes pagination calculation from all views or * Remove pagination count for specified views that remove pagination calculation from specified views.
What type of service catalogue item is used to create an incident or raise an HR case?
Record producer
What table can provide you with the information to decide whether it is safe to delete a non-dependent CI relationship?
Relationship Sources [sys_rel_source] table.
In what order are access controls evaluated?
Access controls are first elevated at the Table-level (most specific to most general), then at the Field-level (most specific to most general).
What does allow users to see a time stamped history of all actions taken within a record?
Activity Stream
What is a user prompted to provide when an interactive activity runs within Process Automation Designer?
An interactive activity prompts a user for input in a Workspace playbook experience when your process runs.
Which of the following are true statements in relation to platform scripting? Select 3 Answers from the below options.
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. UI policies are only enforced on data entered into a form or list (passing through the UI). Client scripts execute on the browser, but may also run when a database lookup is needed.
Which of the following types of tabs are available by default for a submitted request in the Standard ticket page in Service Portal? Select 2 Answers from the below options.
By default, the Activity and Attachments tabs are available for a submitted request on the Standard ticket page in Service Portal.
What of the following roles CANNOT be delegated? Select 2 Answers from the below options.
By default, the following roles cannot be delegated: admin, public, nobody and role_delegator (a user with the role_delegator role cannot delegate this role to other group members).
What types of records are not captured in an update set by default?
Data records, Homepages (Dashboards, BR, and ACL rules ARE)
What do you create and use for a Virtual Agent or a Workspace notification that doesn't have a content provider or some of the fields in the content provider are not present?
Default content Use the default content for a notification that doesn't have a content provider or if some of the information in the content created for a provider is not available.
On what condition is the delegated request experience not supported?
Delegated request experience comprises of the following entities: * Requested For variable for a catalogue item * Requested For field on a requested item (RITM) If two-step checkout is enabled, the delegated request experience is not supported.
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 in Virtual Agent Lite to make the conversations available to your end-users.
Which of the following workflow types does the Now Platform provide?
Employee, Customer and Information Technology (IT)
How do you retain all updates' history to attribute values of the Configuration Items from all discovery sources?
Enable Multisource CMDB to retain the history of all updates to attribute values from all discovery sources.
Which field type allows users to use positive or negative values?
FX Currency Use FX (Foreign Exchange) Currency fields as an alternative to the standard (default) currency fields found in most applications. They are highly configurable, support the use of custom rate tables, report aggregations, and provide improved visibility into conversion calculations.
What are the different ways for ServiceNow tables to be related to each other? Select 4 Answers from the below options.
One-to-Many, Many-to-Many, Database Views and Extensions.
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) is an identity layer built on top of the OAuth protocol, which provides a modern and intuitive Single Sign-on (SSO) experience.
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 to the required product available on ServiceNow Store by navigating to the ServiceNow Products module.
What can you customise in the chat menu displayed to your end-users in the virtual agent? Select 3 Answers from the below options.
The chat menu provides default options for contacting support, but you can modify or delete those options, as well as 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. You cannot remove the menu title and chat header as they are mandatory.
How is the content of the email notification for expiring knowledge articles determined?
The content of the email notification is determined by the number of articles expiring in the coming month: 1) Up to 10 - The email notification includes a list of article links displayed in a tabular format and arranged in ascending order by their Valid to date. Clicking a link opens the article in Now Platform. 2) More than 10 - The email notification includes a View the list of expiring articles link, which, when accessed, opens a list in Now Platform of all articles expiring in the next month.
What type of notification allows users to know when knowledge articles are going to expire?
The email notifications for expiring knowledge articles are available when the administrator activates the Knowledge Management Core plugin (com.glideapp.knowledge) and sets the value of the glide.knowman.enable_article_expiry_notification property to true.
What does the first-page results column in the Search Event [sys_search_event] table contain?
The first-page results column in the Search Event [sys_search_event] table contains table names and sys_ids for records returned on the first page of results for a search.
Which of the following 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.
Under which Report Designer tab can you define the report grouping?
You can define the report grouping under the Configure tab. You can choose colours, title and chart properties under the Style tab. You can select the visualisation format under the Type tab. You can enter a Report name, Source type, and a table or data source under the Data tab.
How do you delete related records from the archive log and archive (ar_) tables?
You can delete related records from the archive log and archive (ar_) tables through an archive destroy rule.
What application/functionality allows you to generate a report by entering a query instead of going through the full Report Designer menu?
You can enter a question on the Report Designer form, and Analytics Q&A generates a report.
What filters are available on the Virtual Agent Designer Topics page? Select 3 Answers from the below options.
You can filter the list of objects in the Virtual Agent Designer Topics page by Active, Category, NLU Language, Supported Channels and Search.
Where in the Flow Designer can you find information about the actions you add to a flow?
You can find help for building flows and actions, using flow logic, and working with data directly in the Flow Designer help panel.
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?
You can improve the readability and usefulness of knowledge articles by formatting the article text using the HTML editor.
Which of the following can you do when creating a service catalogue variable?
You can perform the following actions 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. You can only associate a question choice to a single question in a catalogue item.
Which of the following functions can you perform using the HTML editor in knowledge articles? Select 4 Answers from the below options.
You can perform the following functions using the HTML editor: 1) Spell check as you type in the Article body section of a knowledge article. 2) The HTML editor automatically checks spelling as you type and underlines spelling and grammar mistakes in red. 3) View the style applied to the selected text and the word count from the HTML editor's bottom pane. 4) Apply formatting. 5) Paste without formatting. 6) Insert tables and modify cells, rows and columns of a table. 7) Include HTML content. 8) Insert or edit a code snippet. 9) Insert a basic table of contents at the cursor's current position. 10) Find and replace text. 11) Revert changes that you have made during the current session of content editing.
What variable type should be used for the requester when requesting a catalogue item on behalf of another user?
You can request a catalogue item on behalf of another user or multiple users using the Requested For variable.
Which tool allows users to reuse content by creating, editing and publishing knowledge blocks?
You can reuse content by creating, editing, and publishing knowledge blocks in Agent Workspace.
How do you embed report visualisations in the body of scheduled report emails?
You can select Embedded PNG to embed the report visualisation in the body of the email. Large images are scaled to fit the email.
What sorting options are available by default on knowledge article list when opening a knowledge base from the service portal? Select 3 Answers from the below options.
You can sort knowledge articles by Views, Newest and Alphabetical attributes in both ascending and descending orders when opening a knowledge base from the service portal.
Which of the following file types can be viewed directly in the Now Platform using the Document Viewer?
You can view the following file types: § MS Word (.doc) and (.docx) § MS PowerPoint (.ppt) and (.pptx) § MS Excel (.xls) and (.xlsx) § PDF § PNG § JPEG
What are the two ways to organise CIs by user group and automatically synchronise values on a collection of CIs? Select 2 Answers from the below options.
§ CI Class Manager: The CI Class Manager contains the Managed by group field. When this field is changed, this change is automatically applied to all CI of a specific class. § Technical service offering: The technical service offering contains the Support group, Change group, and Managed by group fields. When these fields are changed, the values are automatically synchronised with the Dynamic CI group and the underlying CIs associated with the technical service offering.
