ServiceNow CSA

Which is correct way of migrating updates sets?

Check that the update set is completed, retrieved, previewed, and then committed.

How do you deactivate an application? -System diagnostics > upgrade history -System applications > applications > Open the app record and uncheck the active check box -The existing record will be updated with the new information -Click on the pencil icon next to the Application name in the Application Navigator and Uncheck Active

Click on the pencil icon next to the Application name in the Application Navigator and Uncheck Active

UI Policies run on which side? (Server or client)

Client-side

What are key cmdb tables?

Cmdb_ci, cmdb_rel_ci

Where can we write ACL?

Column, Row, Table

What is related to High Security Plugin in ServiceNow? -Impersonation feature -security_admin role for elevated privilege -ACL

security_admin role for elevated privilege

SLAs will run only on task extended tables? -True -False

True

How are users related to roles or groups? -1 to many relationships -Many to 1 relationship -1 to 1 relationship -Many to many relationships

1 to many relationships

What is a Dictionary Override? -A Dictionary Override is an incoming customer update in an Update Set which applies to the same objects as a newer local customer update -A Dictionary Override is the addition, modification, or removal of anything that could have an effect on IT services -A Dictionary Override is a task within a workflow that requests an action before the workflow can continue -A Dictionary Override sets field properties in extended tables

A Dictionary Override sets field properties in extended tables

What is generated from the Service Catalog once a user places an order for an item or service? -A Request -An Order Guide -An SLA -A Change Request

A Request

Which one of the following statements describes the purpose of a Service Catalog workflow? -A Service Catalog workflow generates three basic components: item variable types, tasks, and approvals -Although a Service Catalog workflow cannot send notifications, the workflow drives complex fulfillment processes -A Service Catalog workflow is used to drive complex fulfillment processes and sends notifications to defined users or groups -A Service Catalog workflow generates three basic components: item variable types, tasks, and notifications

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

Which of the following is used to initiate a flow? -A Trigger -An Event -A Spoke -Core Action

A Trigger

A table that is not extending another table but is itself extended is called what?

A base table

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 -A formatter is a set of conditions applied to a table to help find and work with data -A formatter allows you to configure applications on your instance -A formatter allows you to populate fields automatically

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

Which one of the following is a definition for transform maps in ServiceNow? -A map that is used to store the history of the incident records -A map used to add data to encrypted fields -A map used to trigger Business Rules before the data is queued in the outbound Web Service -A map to determine relationships between fields displaying in an Import Set to fields in an existing table

A map to determine relationships between fields displaying in an Import Set to fields in an existing table

onCellEdit() client script is executed when? -Any field is modified -A particular field is modified on Form -A particular field is modified on List

A particular field is modified on List

To generate task-based records through service request what must be created?

A record producer

What is an SLA?

A record which defines a set amount of time for a task to reach a certain condition.

After high security plugin is activated, a 'security_admin' privilege is created. What is an elevated privilege? -Elevated privilege is used to promote extension tables -Used to enable the ITIL role to have an Admin type access -A role that has special permissions for the duration of the log in session -Users with the Admin role

A role that has special permissions for the duration of the log in session

Which of the following belongs to Service Catalog? (Select all that Apply) -Catalog Items -Record Producers -Variables -Change Tasks

Catalog Items, Record Producers, Variables

What is not part of Workflow Editor User Interface? -Canvas -Palette -Activity Tab -Title bar

Activity Tab

Who can access to schema maps, tables and column module? -ITIL User -End User -Approver -Administrator

Administrator

Select Correct statements (Select all that Apply) -Metric is used to measure and evaluate the effectiveness of ITSM process -Metric can gather data as the data is updated -Metric measures data over time to show past history -Metric definition provides a declarative way of defining metrics and once defined, the data for the metric is gathered and occurrences of the metric are calculated and stored

All of the Above

What are the ways to Create CMDB data? (Select all that Apply) -Import Set -Discovery -Manual -Help Desk

All of the Above

Knowledge Articles can be sorted by the following? -Relevancy -Most recent updated -Number of views -All of the above

All of the above

ServiceNow automatically provides numbers for which tables? -Incident, Problem -Incident, Change, Knowledge -Incident, Problem, Request -All of the above

All of the above

What are the ways you can bring users into your ServiceNow instance? -SSO -LDAP -Manual Import -All of the above

All of the above

What can you do with a service catalog item once it's built? -Publish it in the service catalog -Group in an order guide -Show users questions and choices -All of the above

All of the above

Which is true about ACL?

An ACL rule can pass column level and can pass row level

What is a characteristic of importing data into ServiceNow? -An existing Transform Map can be used one time on the same import set -An existing Transform Map can be used multiple times on the same import set -Coalesce fields are used only after running Transform -Any user can manage and set up import sets

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

What are the main areas of User interface?

App Navigator, Banner, Content Frame

What is displayed in left side filter navigator?

Applications and Modules

What of the following knowledge base workflows are available in the ServiceNow base instance? -Instant Publish: Immediately publishes a draft article without requiring an approval -Instant Retire: Immediately retires a published article without requiring an approval -Approval publish: Request approval from a manager of the knowledge base before moving the article it the publish state -Retire Knowledge: Moves a knowledge article to the retired state.

Approval publish: Request approval from a manager of the knowledge base before moving the article it the publish state

What are the major workflow activities? -Approvals, Conditions, Notifications -Approval conditions, Notification, Tasks -Approvals, Conditions, Notifications, Tasks, Timers, Utilities -None of the above

Approvals, Conditions, Notifications, Tasks, Timers, Utilities

What is not related to Workflow? -Transitions -Versions -Activities -Categories

Categories

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 -Before moving customizations from instance to instance with Update Sets, ensure that both instances are different versions -Use the Baseline Update Set to store the contents of items after they are changed the first time -Once an Update Set is closed as "Complete", change it back to "In Progress" until it is applied to another instance

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

What tables can't be deleted? -Approvals, conditions, notifications, tasks, timers, utilities -Tables that automate a sequence of activities -Base tables, e.g., task, cmdb_ci

Base tables, e.g., task, cmdb_ci

When should you coalesce fields on an import?

Before data transform

Name of the string that displays the filter criteria.

Breadcrumbs

What triggers an event? (Select Multiple) -Business Rules -Client Scripts -UI Pages -Workflows

Business Rules, Workflows

What are exempt in upgrades?

Customizations

Which type of interface enables you to display multiple performance analytics, reporting and other widgets on a single screen? -Form -List -Dashboard -Timeline

Dashboard

What are the two aspects to LDAP Integration? (Select two) -Data Population -Data formatting -Authorization -Authentication

Data Population and Authentication

What data records are captured in an update set?

Data isn't captured in an update set

Can be used to join two tables. -Linked Tables -Database Views -Views

Database Views

Which one of the following are associated with the CMDB? (Select Multiple) -Database -Table and Fields -Dependency Views -Service Processes -User Permissions

Database, Dependency Views, Service Processes

Basic Knowledge publishing workflow stages are? -Start > Process > End -Created > Reviewed >Deployed -Draft > Review > Published > Retire -None

Draft > Review > Published > Retire

UAT, Development, Review, QA and Test are user perspective of ServiceNow production instance -True -False

False

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

False

Views is only for lists to personalize list layout and columns -True -False

False

What is not captured in an update set?

Entered data is not captured; examples: modified CIs, data records, new data records, users and groups ... Schedules and scheduled jobs

How is the Event Log different from the Event Registry? -Event Log contains generated Events, the Event Registry is a table of Event definitions -Event Log is formatted in the Log style, the Event Registry displays different fields -Event Log lists Events that were triggered by integrations, the Event Registry lists the Events that were triggered during the day (24-hour period) -Event Log is the same as the Event Registry

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

How are events triggered?

Events are triggered through user actions, scripts, business rules and workflows.

A UI action with an order number of 110 will display after a UI action with an order number of 120? -True -False

False

Most customizations of system behavior is done using UI policies. -True -False

False

Record numbers have to be manually incremented. -True -False

False

ServiceNow is a single-instance, multiple tenant architecture? -True -False

False

Who does a condition builder format looks like? -None -Field > Operator > Value -Field > Condition > Operator -Field > Operator > Name

Field > Operator > Value

Which of the following are captured in update set (Select all that Apply) -Group Creation -Incident Creation -Field Creation -Table Creation

Field Creation Table Creation

Which of the following are you unable to create a 'Scheduled Jobs' for? -To update the old records -To check the conditions every day at specific time -For form validation at client side every day -To send an email notification on demand of user wish

For form validation at client side every day

How are referenced fields identified in ServiceNow? -From the Base Classes -From the Blue Book -From the Reference lookup Icon -None of the above

From the Reference lookup Icon

What categories are in the Settings Menu?

General, Theme, Notifications, Lists, Forms and Developer

How do you get to the categories on an incident and other table? -Go to system definition > choice list -In the task SLA form -Base Class -Go to social it > feed administration > messages

Go to system definition > choice list

What is a schema map? -It's JavaScript configured to run when a record is displayed, inserted, updated, deleted, or when a table is queried -It's a gear icon located in top left-hand side every list. It allows you to add columns (via slush bucket) to the current list you are on -Graphical representation that shows the referenced, referencing, extended, and extending tables -None of the above

Graphical representation that shows the referenced, referencing, extended, and extending tables

What are possible import sources? (Select all that Apply) -HTTP -CSV -EXCEL -JDBC -NETWORK -SFTP

HTTP CSV EXCEL JDBC SFTP

Gauge is added to: -User Profile -Change Request -Home Page -Favorites

Home Page

Who can assign roles and manage incidents and problems? (Select Multiple) -ITIL/Fulfiller -System Administrator -Approver -ESS User/End User

ITIL/Fulfiller, System Administrator

Which one statement correctly describes Access Control rule evaluation? -Rules are evaluated using roles. The role with the most permissions evaluates the rules first -If more than one rule applies to a row, the older rule is evaluated first -If a row level rule and a field level rule exist, both rules must be true before an operation is allowed -Rules are evaluated from the general to the specific, so a table rule must be active to continue

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

What is the language used for scripting in ServiceNow? -Java -AngularJS -JavaScript -Jelly

Javascript

What is the purpose of the import set table? -Used to import user's data only -It acts as a staging area for records imported -A new application in ServiceNow

It acts as a staging area for records imported

What's in the data dictionary table?

It defines every table and field in the system. It contains information about a field's data type, character limit, default value, dependency and other attributes

What is a Service Now event? -Business rules, client scripts, fields, forms and form sections, reports, tables, views and workflows -Create a new table and fill out he extend table field -It is an indication to the ServiceNow processes that something notable has occurred, e.g., approving a request, workflow, etc. -Semaphores, which control the number of user transactions that can be run in parallel. It makes sure there aren't too many things running at once.

It is an indication to the ServiceNow processes that something notable has occurred, e.g., approving a request, workflow, etc.

What does the attachment functionality in a KB article do? -It will take you to a blank incident form -Read only data that is not editable on this form -It provides a choice of adding documents as attachments -Allow you to attach any other existing record in ServiceNow

It provides a choice of adding documents as attachments

If user personalize the list, then who does it affect?

It will only affect the user who personalized it.

What are the major components of the Service Catalog?

Items, Record Producers, Variables, Variable Sets, Workflows

Which of the following allows a user to edit field values in a list without opening the form? -List Editor -Data Editor -Edit Menu -Form Designer

List Editor

Steps for loading data through transform map

Load data -> Create transform map -> Run transform

What are some authentication methods?

Local database, LDAP, Multifactor, SAML 2.0, OAuth 2.0, Digest Token, SSO

Which are valid Service Now User Authentication Methods? (Select Multiple) -XML feed -Local database -LDAP -SSO -FTP authentication

Local database, LDAP, and SSO

What does the banner frame contain? -Logo and global navigation control -Task [task] and configuration item -Self-service items -It is one set of table fields

Logo and global navigation control

Which of the following is not a valid field type (for Incident Table)? -Currency -Long String -Suggestion

Long String

What module in the Service Catalog application does an Administrator access to begin creating a new item? -Maintain Categories -Maintain Items -Content Items -Items

Maintain Items

How are users and groups related? -Many to Many -One to one -One to Many -All to All

Many to Many

What are metrics used for?

Metrics are used to measure and evaluate the effectiveness of IT service management processes

How do you change the sort sequence of fields or tasks? -Modify the order field -Arrange in Alphabetical Order -Modify Field Types -Variable Set

Modify the order field

Which three Variable Types can be added to a Service Catalog Item? -True/False, Multiple Choice, and Ordered -True/False, Checkbox, and Number List -Number List, Single Line Text, and Reference -Multiple Choice, Select Box, and Checkbox

Multiple Choice, Select Box, and Checkbox

The order field in Service Catalog displays the catalog item in the ascending order of this value. -True -False

True

Are variables global by default?

No

What is a Workflow? -Can manage all form and list Changes -It's a virtual representation of activities consisting of connected steps planned out in a sequential manner -It's a static representation of activities of connected steps planned out in a chronological manner, which cannot be change or modified -None of the above

None of the above

Incident number is already prefixed with INCT. Can it be changed to INC using which option?

Number Maintenance

Agreement between departments to meet service level requirements is? -None -SLA -OLA -UC

OLA

Which of the following statement describes the purpose of an Order Guide? -Order Guides restrict the number of items in an order to only one item per request -Order Guide provide a list of guidelines for Administrators on how to set up item variables -Order Guide provide the ability to order multiple, related items as one request -Order Guides take the user directly to the checkout without prompting for information

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

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

Personalize_list

A knowledge article must be which of the following states to display to a user? -Published -Drafted -Retired -Reviewed

Published

What are the Workflow States?

Published, Unpublished, Checked Out

The baseline Service Catalog homepage contains links to which of the following components? -Record Producers, Order Guides, and Catalog Items -Order Guides, Item Variables, and Workflows -Record Producers, Order Guides, and Item Variables -Order Guides, Catalog Items, and Workflows

Record Producers, Order Guides, and Catalog Items

What is recorded in the activity stream?

Record history and updates of users.

Access Control rules may be defined with which of the following permission requirements? (Select Multiple) -Roles -Conditional Expressions -Assignment Rules -Scripts -User Criteria -Groups

Roles, Conditional Expressions, Scripts

What three ways can ACL's be defined?

Roles, conditional expressions, and scripts

Which is not Related to UI Action? -Form Button -Form Link -Search -List Link

Search

What application is available to all users? -Change -Incident -Facilities -Self-Service

Self-Service

What do requesters see when they go to the service catalog? -Homepage -Record -Self-service Items -News

Self-service Items

Which of the following concepts are associated with the ServiceNow CMDB? (Choose four.) -Service Processes -Tables and Fields -User Permissions -A Database -The Dependency View

Service Processes, Tables and Fields, A Database, The Dependency View

To access knowledge articles without login, the knowledge article must be? -Set to public -Set to review -Set to private -Set to retire

Set to public

If we make the short description field on incident table as mandatory at the dictionary level? -Nothing happens -Short description will be mandated on incident table only -Short description will be mandated on all the tables which are extending task table

Short description will be mandated on all the tables which are extending task table

What is an SSO? -Sign-On Single -Single Sign-On -Sign Single-On -None of the Above

Single Sign-On

Which of the following is not a field? -Duration -Split -Script -Suggestion

Split

In an SLA definition, which one of the following is a condition that will trigger an SLA? -Begin Condition, Stop Condition, and Pause Condition -Start Condition, Stop Condition and Reset Condition -Start Condition, End Condition and Pause Condition -Start Condition, Stop Condition and Pause Condition

Start Condition, Stop Condition and Reset Condition

What are the steps in SLA? -Start, Pause, Stop -Start, Hold, Stop -Start, Pause, Stop, End -Start, Hold, Stop, End

Start, Pause, Stop, End

Where can Admins check which release is running on an ServiceNow instance? -Memory Stats module -Stats module -System Upgrades table -Transactions log

Stats module

What kinds of fields are typically on a form?

String, choice, true/false, reference

When you have subject filled on email notification as well as on the notification template, which one will appear on the sent email? -Both the subjects are concatenated -Subject from Email Notification -Subject from Template -Blank

Subject from Email Notification

How to manage record numbering (like INC0000777) -Unable to manage this -System Definition > Number maintenance -Number field > Number -System Definition > Numbers

System Definition > Number maintenance

If prefix of incident needs to be changed, where can one refer? -System Definition->Number Maintenance -Right click on Incident Number->Personalize Dictionary -Both A. & B. -None

System Definition->Number Maintenance

Where would you go to see if an admin impersonated another user? -Tables -Base Class -System Log -User Administration

System Log

At which location are the records saved? -Form -List -Table -All the Above

Table

Which term best describes something that is created, has work performed upon it, and is eventually moved to a state of closed? -Report -Workflow -Event -Task

Task

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

Task

What are the two most commonly used core tables?

Task [task] and Configuration item [cmdb_ci]

What can be used to automatically populate fields in a form? -Assignment Rules -Formatters -Reference Qualifiers -Templates

Templates

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 -The CMDB contains the Business Rules that direct the intangible, configurable assets used by a company -The CMDB archives all Service Management PaaS equipment metadata and usage statistics -The CMDB contains ITIL process data pertaining to configuration items

The CMDB contains data about tangible and intangible business assets

If several update sets have modified the same object, like a form, which change will be the one moved to the new, merged update set?

The most recent one

What happens if two merged update sets are modifying the same object?

The newest one takes precedence

A REQ number in the Service Catalog represents: -The order number. -The individual item in the order. -The stage. -The task to complete.

The order number

Catalog Variables can be arranged on a catalog item by setting the appropriate value of field 'Order' -True -False

True

What happens when a match is found using the coalesce field?

The existing record will be updated with the information being imported

When a workflow is checked out, who do the changes apply to?

The user who checked out the workflow

Banner Color can be personalized from? -Not Possible -Themes section -Navigation Pane -Developer Section

Themes section

What is the purpose of mapping assist?

To assist with mapping done at the field level

What is the purpose of a Related List? -To create a one-to-many relationship -To dot-walk to a core table -To present related fields -To present related records

To present related records

All workflows absolutely must have a beginning and an end. -True -False

True

UI Policy can make fields read-only, mandatory, or hidden. -True -False

True

Which would NOT appear in the History section of the Application Navigator? -Records -UI Pages -Lists -Forms

UI Pages

Which application menu is used in capturing and moving changes from one instance to other? Update Set Import Set Change None

Update Set

Out of the below listed applications, which will not run natively on smartphones? -Workflow -User Administration -Self-Service -Service Catalogue

User Administration

How do you create CI relationships?

Using the CI Relationship editor

Multiple Choice, Single Line Text, and Select Box are what type of elements in ServiceNow? -Order Guides -Request Types -Variable Types -Related Lists

Variable Types

What is the name of the conversational bot platform that provides assistance to help users obtain information, make decisions, and perform common tasks? -Answer Agent -Live Feed -Virtual Agent -Connect Chat

Virtual Agent

When does the submit button appears on the form?

When creating a new record

What purpose are record producers be used for? -Workflow based things, requesting emergency changes, wizards, etc -Virtual representation of activities consisting of connected steps planned out in a sequential manner -Valuing, depreciating, determining, cost allocation strategy -Memory, response time & available semaphores

Workflow based things, requesting emergency changes, wizards, etc

Is SLA applicable only for task tables?

Yes

Can roles contain other roles?

Yes, a role may contain other roles and any access granted to one role is automatically granted to any role that contains it.

What do you have to do to edit a workflow? -Assign roles to groups -You need to check it out, to prevent errors -With a reference lookup Icon, think of the caller field, you can look the up -Create a new table or edit an existing table, create a new application or browse existing application, delete all records from a table

You need to check it out, to prevent errors

What is the search engine used while doing the global search in ServiceNow? -Zing -Zenn -Google Search -TRX

Zing

Which of the following are a type of client scripts supported in ServiceNow? (Choose four.) -onCellEdit -onSave -onUpdate -onEdit -onChange -onLoad -onSubmit

onCellEdit. onChange, onLoad, and onSubmit

Regarding update sets, Customer updates/payload is stored in what table? -update_set -sys_update_xml -sys_customer_update

sys_update_xml

Which table stores roles? -user_role -sys_user_role -imp_user -sys_role

sys_user_role

What is the table ACL rule execution order?

table name, parent table name, match any table name (wild card)

Base table for storing SLA records is? -task_sla -contract_sla -sla -sla_definition

task_sla