ServiceNow Certified System Administrator Practice Questions

What are the types of Client script used in ServiceNow? Options are : onCellEdit & onLoad onSubmit & onChange A and B None of the above

A and B

What is an Access Control List (ACL)? Options are : Database Table Update Set A bunch of access controls for a table None of the above

A bunch of access controls for a table

onCellEdit client script is executed when? Options are : 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

Example of Contextual Security Options are : Data Policy Business rules ACL

ACL

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

Administrator

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

All of the above

What are the out of box progress stages for a Service Request? Options are : Waiting for approval Fulfillment Delivery All of the above

All of the above

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

All of the above

Which of the following does an ESS have access to? Options are : Help the help desk Visual Task Boards Incidents (created by you) All the above

All the above

What are the three basic elements of a workflow? Options are : SLA definition, Task SLA, SLA workflow Approval, notification and task Task, Table and Fields None of the above

Approval, notification and task

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

Approvals, Conditions, Notifications, Tasks, Timers, Utilities

The ServiceNow versions, in order, are as follows:

Aspen, Berlin, Calgary, Dublin, Eureka, Fuji, Geneva, Helsinki, Istanbul, Jakarta, Kingston, London, Monroe, New York

Where does the global text search appear? Options are : Banner Left Navigation Pane Content Area

Banner

What tables can't be deleted? Options are : Semaphores control the number of user transactions that can be run in parallel. It makes sure there aren't too many things running at once Approvals, conditions, notifications, tasks, timers, utilities To automate a sequence of activities Base tables, e.g., task, cmdb_ci

Base tables, e.g., task, cmdb_ci

Difference between Business Rule & Client Script? Options are : Business rule works on before insert, update and delete in a database & client script works only on Submit. Business rule works on before or after Insert, update and delete in a database & client script works on Submit, on change, on Cell Edit & on Load. Business Rule works on Browser side and client scripts works on Server side. There is no difference b/w the two.

Business rule works on before or after Insert, update and delete in a database & client script works on Submit, on change, on Cell Edit & on Load.

What is a ci? Options are : CI is a menu of any application in ServiceNow CI is a table in serviceNow CI is a tangible device or intangible dedicated software in CMDB None of the above

CI is a tangible device or intangible dedicated software in CMDB

Which ofthe following belongs to Service Catalog? (Select all that Apply) Options are : Catalog Items (Correct) Record Producers (Correct) Variables Change tasks

Catalog Items, Record Producers, Variables

What related tables does the schema map show? Options are: Sys_user Cmdb_ci_computers Class extension or reference All of the above

Class extension or reference

How do you deactivate an application? Options are : 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

How can we avoid creating duplicates while importing data? Options are : Coalesce Field Transform Script sys_id Transform Field

Coalesce Field

JellyScripting is used in which of the following? (Select all that Apply) Options are : UI Macros UI Policy UI Action Content Management System

Content Management System, UI Macros

Which one of the following statements describes the purpose of an update set? Options are : Move customizations from Production to Development Create a standard process for moving customizations from instance to instance Load incidents data from one instance to other instance

Create a standard process for moving customizations from instance to instance

_ can be used to join two tables. Options are : Link Tables Database Views Views

Database Views

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

Draft > Review > Published > Retire

A Schema Map Displays which of the following: (Select all that Apply) Options are : Incidents Extended Tables Task Table Extending Tables Workflows Reference Table

Extended Tables, Extending Tables, Reference Table

Most customization of system behavior is done using UI policies. Options are : True / False

False

Resetting the list layout globally will over ride personal preferences. Options are : True / False

False

Update sets cannot be merged. Options are : True / False

False

User passwords are also brought to the ServiceNow system with LDAP connection. Options are : True / False

False

You cannot revert update set versions. Options are : True / False

False

What does a condition builder format looks like? Options are : 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) Options are : Group Creation Incident Creation Field Creation Table Creation

Field Creation, Table Creation

How are referenced fields identified in ServiceNow? Options are : From Base Class From Blue Book From Reference lookup Icon None of the above

From Reference lookup Icon

For UI policy to be applied on all views which among the following should be checked? Options are : Global On Load Condition Run Script

Global

How do you get to the categories on an incident and other table? Options are : 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? Options are : 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 (Correct) None of the above

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

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

HTTP, CSV, EXCEL, JDBC, SFTP

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

Import Set, Discovery, Manual, Help the Help Desk

Where can you find the response time indicator? Options are : Any form that has the know icon: Ess self-service; itil users can get it through self-service and service desk; admins and knowledge managers have additional ability with other modules In the right hand corner of forms and lists It's the filter views (i.e., when you run a report); the more you add the longer it gets What is being secured (row or table) and the rights to it

In the right hand corner of forms and lists

What's a module and application in the example ... Incident > create new Options are : Incident is an application and create new is the module Incident is a module and create new is an application Incident and create new both are applications Incident and create new both are modules

Incident is an application and create new is the module

What is the purpose of the import set table? Options are : Used to import users 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 is an order guide? Options are : 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 It allows user to order everything they need for one particular request It's a bunch of access controls for a table, i.e., show me all access controls for table None of the above

It allows user to order everything they need for one particular request

What is the significance of Order field on Catalog Item variables? Options are : It established the display order of variables - Listed in ascending order values It displays the number to the left side of the variable It provides the order in which data will be parsed

It established the display order of variables - Listed in ascending order values

What is a sys_id? Options are : It is a unique 16 character globally unique id used to identify a record It is a unique 24 character globally unique id used to identify a record It is a unique 32 character globally unique id used to identify a record

It is a unique 32 character globally unique id used to identify a record

What is a ServiceNow event? Options are : 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? Options are : 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

What is the list mechanic? Options are : Load the data into an import set table; create a transform map to match. What's going where; run transform; cleanup the import set table 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 Through access controls ... Controls every level in the ServiceNow object hierarchy. You can control specific tables and fields. None of the above

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

We use ___ in server-side scripts, even though ServiceNow runs Mozilla ____

Javascript, Rhino

We use ____ to interact with ServiceNow, using the ___ API.

Javascript, Slide

WhatDetails does a knowledge article hold? (Select all that apply) Options are : Known errors User Solutions Troubleshooting tips User information All of the above

Known errors, User Solutions, Troubleshooting tips

What does the banner frame contain? Options are : 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

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

Many to Many

Select Correct statements: (Select all that Apply) Options are : 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

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

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

Modify the order field

Which one on the homepage has access to knowledge base? Options are : Report News Catalog Item All the above

News

What is a Workflow? Options are : Can manage all form and list Changes It's a virtual representation of activities consisting of connected steps planned out in a sequential manner Its 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

Agreement between departments to meet service level requirements is? Options are : None SLA OLA UC

OLA

What is true about deleting tables? Options are : An ESS user can delete any table Deleting a table does not delete associated elements like views Only tables beginning with "u_" can be permanently deleted

Only tables beginning with "u_" can be permanently deleted

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

Publish it in the service catalog

A Java-based implementation of Java-Script from Mozilla.

Rhino

Which one is used to group related fields together? Options are : Form Layout Sections List Layout View

Sections

How to get security_admin role/ elevated privilege for a user session. Options are : Select the Elevate Role option in the security admin Add security role to the user from Roles related list in user record Select the security_admin option in the Elevate Roles section

Select the security_admin option in the Elevate Roles section

What do requesters see when they go to the service catalog? Options are : Homepage Record Self-service items News

Self-service items

To access knowledge articles without login, the knowledge article must be? Options are : 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? Options are : 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

SSO abbreviation is Options are : Single Sign On Service Sign on Single Source on Source Sign on

Single Sign On

What is an ACL defined and applied to? Options are : Specific Table User Specific user on a CI Specific group of users Specific Role or user

Specific Role or user

Which of the following is not a field? Options are : Duration Split (Correct) Script Suggestion

Split

What is the sequence of conditions in an SLA definition? Options are : Start, Hold, Halt Start, In Progress, Stop Begin, Hold, Halt Start, Pause, Stop

Start, Pause, Stop

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

Subject from Email Notification

How to manage record numbering (like INC0000001) Options are : None System Definition > Number maintenance Number field > Number System Definition > Numbers

System Definition > Number maintenance

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

System Log

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

Table

Incident extends which table? Options are : Task Change Request RITM Problem

Task

What happens if a match is found with the field that's been marked coalesce? Options are : It is one record in the sys_user_role table; and, it's a personal that is assigned to a group or person, i.e., grant access and assign security controls The existing record will be updated with the new The existing record will not be updated with the new information None of the above

The existing record will be updated with the new

Banner Color can be personalized from? Options are : Not Possible Themes section Navigation Pane Developer Section

Themes section

What provides a guide for moving data from import sets? Options are : Data Source Transform Maps Coalesce Fields Business Rules

Transform Maps

Access to tables and fields are governed by Access Control. Options are: True / False

True

All workflows absolutely must have a beginning and an end. Options are : True / False

True

ESS users have access to only self service portal. Options are : True / False

True

End Users can personalize the list layouts for themselves. Options are : True / False

True

Production, Development and Test/QA are the only types of environments in remote instances ServiceNow. Options are : True / False

True

Users cannot read, write, create, or delete data unless access controls are in place to explicitly allow those actions. Options are : True / False

True

When relating to Task SLA Time-Based Fields, The Breach time is the same as Planned end time. Options are : True / False

True

You can limit Service Now access by IP ranges. Options are : True / False

True

Types of SLA (SLA, OLA & UC) are defined in which field? Options are : Retroactive Start Condition Field Type Field Duration

Type Field

What are the main tools you can use to automate ServiceNow? Options are : System properties > css UI policy, data policies, UI actions and scripts Lists, global text search, navigation filter, live feed None of the above

UI policy, data policies, UI actions and scripts

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

Update Set

application menu has the details about the upgrades in the system. Options are : Upgrades Documentation Upgrade History

Upgrade History

What are events caused by? Options are : User action and scripts Workflow Scripts and Business Rules Class extension or reference None of the above

Workflow Scripts and Business Rules

What purpose is the record producer used for? Options are : Workflow based things request emergency change, 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 request emergency change, wizards, etc

What is never captured in an Update Set? Options are : New users A list of configuration changes Workflow which is not published A set of record details that uniquely identify the update set. None of the above

Workflow which is not published

Can Default update sets be set to Completed? Options are : No Yes but other default update set will be created Yes and no other default update set will be created

Yes but another default update set will be created

What do you have to do to edit a workflow? Options are : 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? Options are : Zing Zenn Google Search TRX

Zing

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

security_admin role for elevated privilege

What table is used to track all changes in an update Set? Options are : update_set Incident sys_update_xml sys_update_set

sys_update_set

Regarding update sets, Customer updates/payload is stored in _ table? Options are : update_set sys_update_xml sys_customer_update

sys_update_xml

Base table for storing SLA records (NOT SLA definitions) is? Options are : task_sla contract_sla sla sla_definition

task_sla

Which of the following is an example of custom table? Options are : Project Custom sys_scripts u_incident

u_incident