ServiceNow CSA

How do you import a Word document into the Knowledge Base?

- Navigate to Knowledge -> Articles -> Import Articles - Select the Knowledge Base - Select the Category - Add the Word file - Click Import

What is some data that is not captured in an Update Set?

- New Data Records - Modified Data Records - Tasks - Modified CIs - New Users and Groups - Schedules - Scheduled Jobs - Dashbords

Name three way of accessing ServiceNow

- Now Platform User Interface - Now Mobile App - Service Portal

Which relations can tables have?

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

What are the components of the Form Design Interface?

- Page header - Field navigator - Form layout

What are the common types of interfaces?

- Homepage - List - Form - Dashboard - Knowledge Base - Service Catalog

What should you consider when exporting a report to PDF and sharing the exported file?

- Information may be obsolete - Access control is not enforced on exported data

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

- REQ# (request) - RITM# (requested item) - SCTASK# (service catalog task)

What can trigger a notification?

- Record inserted or updated - Event is fired - A script

What kind of triggers are there?

- Record-based - Date-based - Application-based

What is the typical process of retrieving an Update Set?

- Retrieve - Preview - Commit

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

- Roles - Conditions - Script that sets the answer variable to true or false

Name three ways of sharing a report with other people in the organization

- Scheduled email - Export to PDF - Publish

Examples of groups

- Service Desk - Knowledge Base Authors - HR Administrators

What can you use the CSDM for?

- Show how to do a specific activity - List the in-scope and out-of-scope activities - Details the tables and CIs associated with the use case - Describes the benefit (value proposition) of the use case

What are the three key tables in the CMDB?

- cmdb - cmdb_ci - cmdb_rel_ci

What are the major components of the Service Catalog?

- Items - Variables - Variable Sets - Record Producers - Order Guides - Flows

What are the three different types of context menus in a list view?

- List - Column - Record

What are the steps for importing data using an import set?

- Load the data - Create a transform map - Transform the data - Clean up the import table

What are the benefits of having an accurate and up-to-date CMDB?

- Locating failed changes and associated incidents - Facilitating quick analysis of impact, helping reduce or eliminate downtime

What are some standard integrations for ServiceNow?

- Login (Single Sign-On) - LDAP - Communications - Monitoring - Discovery & Systems Management

What attributes of a field can a UI Policy Action change on a form?

- Mandatory - Visible/Hidden - Read Only

What are some common variable types?

- Multiple choice - Select box - Single line text - Reference - Checkbox

What are some supported scripts?

- onCellEdit() - onChange() - onLoad() - onSubmit()

What is specified in an access control list rule?

-Object and Operation being secured -Permissions required to access the object

What do you add in the URL to access Knowledge Base?

/kb

What do you add in the URL to access Service Portal?

/sp

What is a child class?

A child class is the name given to a table that is extended from another table.

What is an operator in the filter condition?

A choice list based on the field type

What is a field in the filter condition?

A choice list on the table and user access rights

What is a role?

A collection of permissions used to grant access and assign security right

What is a table?

A collection of records

What are groups?

A collection of users that share a common purpose

What is an ACL?

A list that contains all of an instance's Access Control rules

What is Flow Designer?

A non-technical interface for building and enabling process automation capabilities, known as flows.

In a list, what does each row represent?

A record

What role does an admin have?

Almost all roles and access to all platform features

What is a date/time field type?

Day and time of day, which can be selected with a calendar widget.

Which ServiceNow product can be used to populate the CMDB?

Discovery

What does the wildcard syntax !*searchTerm mean?

Does not contain

What does the wildcard syntax !=searchTerm mean?

Does not equal

What does the wildcard syntax %searchTerm mean?

Ends with

What does the Order Guide do?

Assists customers in ordering a complete set of needed items and to help users see item relationships

If a table is extended but itself is not extending another table, it is called what?

Base table

What role does a specialized administrator have?

Broad access but generally manage specific functions or applications

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

Business Rule

How do you access the column context menu?

By clicking the column context menu icon in the desired column header

How do you access the list context menu?

By clicking the list context menu icon next to the title of the list

How do you access the record context menu?

By right-clicking in a row's cell

How are records identified?

By the sys_id

What is used to get information from tables through referenced fields?

Dot-walking

What is a choice field type?

Drop-down list of choices that can be configured.

What does CI stand for?

Configuration Item

What does CMDB stand for?

Configuration Management Database

What does NLQ allow you to do?

Filter the list data using natural language, instead of the condition builder

What can be applied to a table list to isolate a subset to the data?

Filters

What is a string field type?

Freely populated using letters, numbers, and special characters. For 254 characters or less, the string field will be a single-line text field. Anything 255 characters or over will appear as a multi-line text box.

What happens if you use No Coalesce as a configuration?

If no coalesce is defined, all imported rows are treated as new records. No existing records are updated. If the import is executed again, duplicate records will be created

What is Scripting in ServiceNow?

It is the customization of an instance and/or applications using JavaScript.

Why would you use the Mapping Assist Utility?

It provides a visual envrionment for specifying mapping between Import Set fields and Target table fields.

What provides additional functionality within an instance?

Plugins

Which module opens the Report Designer interface?

Reports -> View/Run

How are roles represented by a record?

Role [sys_user_role] table

Which elevated role is required to modify access control rules?

Security_admin

Which module is used to view knowledge content by category?

Self Service -> Knowledge

Does a business rule run on the client side or the server side?

Server

What is predictive intelligence?

Machine-learning algorithms used to set field values during record creation

Which module is used to add, update, or remove catalog items?

Maintain Items

What does Client Scripts do?

Make real-time changes to the appearence of the user interface, especially forms

What is the difference between My Work and My Groups Work?

My Work is a list of all active tasks assigned to you and My Groups Work is a list of all active tasks assigned to your group but not yet an individual

What does NLQ stand for?

Natural Language Query

What are Delegated developers?

Non-administrator users and groups which are assigned one or more permissions to develop applications

Which tab contains the activity stream for a task?

Notes

What happens if you click the speech bubbles in the banner frame?

Open connect chat

What happens if you click the magnifying glass in the banner frame?

Open global search

What happens if you click the cogwheel in the banner frame?

Open the system settings for the user interface

What happens if you click on the face in the banner frame?

Open the user menu

What represents multiple related items grouped as one request?

Order Guide

When can you use Automatic Mapping Utility?

When all of the field names of the Import Set match the name of the fields on the Target table where the data will be transformed

When are spokes activated?

When their parent application is activated

What does punctuation mean?

When you perform searches that contain punctuation

What are international character sets?

When you perform searches with any Unicode characters

What is boolean operators?

When you refine searches with operators such as AND and OR

What is a phrase search?

When you search for a phrase with multiple terms

What is attachment searches?

When you search in files that are attaches to Knowledge Article records

What is a wildcard search function?

When you use a symbol to represent zero or more characters

What happens if you use Single-field Coalesce as a configuration?

You can coalesce on a single field to update an existing record. If a target table record exists with the same value in the coalesce fields as the staging table record, the target table record is updated using the Import Set record values

What happens if you use Multiple-field Coalesce as a configuration?

You can coalesce on multiple fields to update an existing record. If a target table record exists with the same values in all coalesce fields as the staging table record, the target table record is updated using the staging table record values. All coalesce field values between the target and staging tables must match to coalesce with multiple fields

What happens if you use Conditional Coalesce as a configuration?

You can use a script to determine if a staging table row should coalesce to a target record. Most conditional coalesce scripts are defined in the source script field of a field map for the sys_id field. To update a target record using the staging table record values, the script must return the sys_id of the target table record

How can you assign a task to multiple users?

You cannot, you will need to create multiple tasks and assign to each user

What are integrations referred to in the IntegrationHub?

Spokes

What are Triggers?

They instantiate the flow

What are Plugins?

They provide additional optional functionality within a ServiceNow instance

What are reports?

They show results by allowing users to view and analyze ServiceNow data

What role does a requester have?

They use the Service Catalog and the Self Service applications

How can a role be assigned?

To a single user or a group

When do you share a report?

To make it visible to a particular group or user

What does Many-to-Many mean?

Two or more tables that can be related in a bi-directional relationship

What does Database Views mean?

Two tables that can be joined using the same Database Views plugin

What does the Access Control rule table.None apply to?

The entire table, you can access everything

What does it mean to coalesce a field?

The field will be used as a unique key during imports

What is a Schema Map?

A graphical representation of table relationships

What is an Update Set?

A group of customizations or personalizations that can be packaged and moved from one instance to another

What are UI Actions?

- Form buttons - Form context menu items - Form links - List buttons - List context menu items - List choices - List links

What key attributes does a field have?

- A label - A name - A value

What are some formatters included in the base platform?

- Activity - Process - Parent breadcrumbs - Approval summarizer - CI relations

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

- Application Menu with the same name as the table Label - Module with the plural of the table Label

What areas are the ServiceNow User Interface divided into?

- Banner frame - Application Navigator - Content Frame

What are some Process Records that are captured in an Update Set?

- Business rules - Client Scripts - Fields - Forms and Form Sections - Report Definitions - Tables - Views - Roles - Published Workflows

How can you assign tasks?

- By adding users to groups - By applying roles to groups - By assigning tasks to groups - By assigning tasks to users

What do you need to specify when creating notifications?

- Choose when to send - Choose who will recieve - Choose what it will contain

How can you edit the title of an application menu?

- Click the Edit Application (pencil) icon - Update the Title field on the form

What are the four tabs used to guide the user through creating a new report in the report designer?

- Data - Type - Configure - Style

Name three report types

- Donut - Pareto - Heatmap

When do you use Workflow?

- Existing logic already developed using Workflow - If the process requires complex/scripted flow logic - Steps required do not exist yet in Flow Designer - You are on an instance prior to Orlando and SLA Timer is required

What components make up a filter condition?

- Field - Operator - Value

Which components can be used to locate applications and modules?

- Filter navigation - All applications tab - Favorites tab - Your history tab

How can a user display the current application scope in the banner frame?

- System Settings - Developer tab - Show application picker in the header

What are the five persona types in the platform?

- System administrator - Specialized Administrator - Process User - Approver - Requester

What are the specifications of each Access Control?

- The object being secured - The permissions required to access the object - A valid action the system can take

What five components are there in the list anatomy?

- Title bar - List filters / breadcrumbs - Column headings - Column header search - Field values

What are some reasons for changing the look and feel of a ServiceNow instance?

- To distinguish between production and non-productions instances - To comply with the corporate branding and themes - To increase user acceptance

When do you use the Flow Designer?

- To orchestrate business processes across services with little technical user knowledge - To reduce technical debt - When integrating with third party systems

How can you view the Access Controls associated with a table?

- Type <table name>.CONFIG - Select the Access Controls tab

What is best practice for importing data?

- Understand what data you are bringing in and where it should be placed - Plan time before an import to verify your data by removing obsolete data. It is also easier to fix inaccurate data before import

What are users?

- Updating records - Importing data - Requesting items - Implementing flows - Approving knowledge content - Running reports - Developing applications

What are the levels of security provided by ServiceNow before an user has the ability to perform CRUD operations?

- User Authentication/Login - Application and Modules Access - Database Access

What are some User Criterias?

- canRead - cantRead - canContribute - cantContribute

Which modules can you use to create a new table?

-Tables -Tables & Columns

What are the components of a Flow Designer flow?

-Trigger -One or more Actions

What is Virtual Agent?

A conversational bot platform that provides assistance to help users obtain information, make decisions, and perform common work tasks

In a list, what does each column represent?

A field

What does record-based triggers run?

A flow after a record has been created or updated

What does date-based triggers run?

A flow at the specified date and time or at schedueled intervals

What does application-based triggers start?

A flow when application-specific conditions are met

What is Connect Workspace?

A full-screen view of all your Connect Chat conversations in one place

What is the Service Catalog?

A robust ordering system for services, hardware, and software and is a central repository of goods and services that an IT service desk provides for users

What is a UI?

A rule that is applied to a form to dynamically change information or the form itself

What is a Data Policy?

A rule which enforces data consistency by setting fields as mandatory and/or read-only

What is an Access Control?

A security rule defined and set at the row and column level

What is a transform map?

A set of field maps that define the relationships between fields in an import set table to fields in an existing ServiceNow table.

What is the CSDM?

A set of terms and definitions that can be used with all ServiceNow products on the Now Platform

What is IntegrationHub?

A single solution to quickly integrate with third party services to build and share content

What does Extensions mean?

A table that extends another table

What is a value in the filter condition?

A text entry field or a choice list, depending on the field type

What are Import Sets?

A tool to import data from various data sources

What does ACL stand for?

Access Control List

What is a ServiceNow task?

Any record that can be assigned or completed by a user in ServiceNow

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

Application Scoping

What does ATF stand for?

Automated Test Framework

What is a true/false field type?

Boolean field that appears as a check box.

What is defined as a series of tables containing assets and services controlled by a company?

CMDB

What access does a user need to be able to import articles to a knowledge base?

Can contribute

What are tags used for?

Categorizing, flagging and locating records

What role does a process user have?

Clearly defined paths and workflows

Which type of scripts run on the browser?

Client-side scripts: UI Policies and Client Scripts

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

Coalesce

What does CSDM stand for?

Common Service Data Model

What does User Criteria define?

Conditions that are evaluated against users to determine which users can create, read, write, and retire knowledge articles

What does the wildcard syntax *searchTerm mean?

Contains

What do you use the ATF for?

Create and run automated tests on your ServiceNow instance after modifying it. These tests provide enough flexibility to help confirm the instance still works as designed

What is best practise while assigning roles to a group?

Create the group first and then assign the group a role

What does CRUD stand for?

Create, Read, Update, Delete

What is not captured in an Update Set?

Data

Where is the data from an action stored so it can be used in subsequent actions in the flow?

Data Pill

A non-administrator user who is assigned one or more permissions to develop applications is called:

Delegated Developer

What are formatters?

Element used to display information that is not a field in the record

What does the wildcard syntax =searchTerm mean?

Equals

What happens if you click the question mark in the banner frame?

Get help

What does Dependency Views display?

Graphical view of the infrastructure for a CI and the services that it is part of and that it supports

What does the wildcard syntax searchTerm mean?

Greater than or no equal to

How are groups represented by a record?

Group [sys_user_group] table

What deos GAC stand for?

Guided Application Creator

What is found in the banner frame?

Highlighted important tools and settings that apply to the instance

What is found in the content frame?

Information such as lists, forms, dashboards, knowledge bases, and service catalogs

What subscription do you need to integrate Flow Designer with external instances and third-party applications?

IntegrationHub

What is Knowledge Management?

It allows users to create, categorize, review, approve, and browse important information on a centralized location that is shared by the entire organization

What is a spoke?

It contains Flow Designer triggers and actions dedicated to a particular application.

What is a searching list?

It controls the query for list searches of a specific field

What is a form?

It displays fields from one records where users can view and edit the record data

What does Activity Stream Inline Editing mean?

It enables users to contribute to actual work within a record without opening a form interface

What happens when you click Submit while editing a form?

It inserts a record on a new form and return to the previously viewed page

What is a sys_id?

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

What is the language used for scripting in ServiceNow?

JavaScript

What is the difference between List Layout Configuration and Personalize List?

List Layout Configuration affects everyone whereas the Personalize List modifies the layout of a list for an individual user

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

Load data

What does MID stand for?

Management, Instrumentation, and Discovery

What is docs.servicenow.com

Official documentation resource produced by ServiceNow

What does the Access Control rule table.field apply to?

One specific field on the table, you cannot access the other fields

Which module is used to create or edit flow designer flows?

Process Automation -> Flow Designer

What are you able to do with the Process Automation Designer?

Process owners are able to author cross-enterprise workflows within a single. unified process

What is captured in an Update Set?

Process records

What is a reference field type?

Query that displays records from another table

What is Connect Chat?

Real time messaging tool that lets you work with others right where the conversation happens

What appears as a simplified form to create a record in a table?

Record Producer

What does the Access Control rule table* apply to?

Represents all other fields in the table, you can access all fields but that one

What happens if you click the logo image in the banner frame?

Return to homepage

What does the wildcard syntax searchTerm% mean?

Starts with

Which ServiceNow tools is used by developers to create custom applications?

Studio

Which module allows an admin to change the look and feel for an instance?

System Properties -> Basic Configuration UI16

Where can users define notification channels and manage subscriptions?

System Settings -> Notifications

Where can you navigate to retrieve an update set from a remote instance?

System Update Sets -> Update Sources

Which icon on the banner frame is selected to customize an individual's instance?

System settings

In what order are access controls evaluated?

Table-level: most specific to most general then field-level: most specific to most general

What are custom tables?

Tables created by admins or developers

What are core tables?

Tables that exist in the base system

What can be considered as configuration items?

Tangible or intangible devices or applications in the CMDB such as firewalls, computers, email services, and services

What allows fields to be populated automatically when applied?

Template

The first time you connect to a remote instance, what do you need to do to ensure a successful retrieval?

Test Connection

What is a parent class?

The "original" table

What is an elevated role?

The admin can access features of High Security Settings

What role does a approver have?

The approver_user role

What happens when you click Update while editing a form?

The changes are save on an existing record and return to the previously viewed page

What happens when you click Save while editing a form?

The changes are saved without exiting the form view

What is found in the application navigator?

The components are based upon the assigned role and have links to application menus and modules

What is GAC?

The new way to set up applications on the Now Platform

What are Record Producers?

They appear as simplified forms, allowing users to provide information that is translated into task-based records being added or modified in the database

What is the difference Data Policies and UI Policies?

They are similar but UI Policies only apply to data entered on a form through a standard browser

What are Visual Task Boards?

They are used to create personal to-do lists and collaborate in real-time with members on assignments

What are Work notes?

They are visible to only thos who can view the task

What are Additional Comments?

They are visible to the customer (requestor)

What is used frequently to move customizations from one instance to another?

Update Sets

How are users represented by a record?

User [sys_user] table

What does UI stand for?

User interface

What is community.servicenow.com?

Users collaborate, share, and produce ideas, content, and answers questions

What represents questions asked when ordering a catalog item?

Variables

What defines which fields appear in a list and the order of said fields?

View

What does One-to-Many mean?

Within a table, a field can hold a reference to a record on another table

What is attached to a catalog item and determines the fulfillment process?

Workflow or Flow Designer Flow

What tool controls the publishing and retiring process for knowledge articles?

Workflows

What is a Business Rule?

a piece of JavaScript configured to run when a record is displayed, inserted, updated, deleted or when a table is queried. It can be set to run before or after the database action has occurred.

Which site offers help and training to ServiceNow developers?

developer.servicenow.com

Which role can manage multiple knowledge bases?

knowledge_admin