153 Questions CSA Service Now Test

If a split is added in a form, how many columns get created in the database? A. 0 B. 1 C. 2 D. 3

2

What is a Transform Map in ServiceNow? A. A map that is used to store the history of the incident records B. A map used to add data to encrypted fields C. A map used to trigger Business Rules before the data is queued in the outbound Web Service D. 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

When a record is saved, all text in the worknotes is saved to?

Activity Log

What is an example of Form Formatter?

Activity Stream

Data Dictionary is used for? A. Database Structure B. Database

Database Structure

How will you define a workflow? A. Define Workflow properties, Define Workflow activities, Publish it. B. Define Workflow propertie, Define Workflow activitie, Publish it. C. Apply Approval utilities, Apply notifications, Publish it. D. Define Workflow activities, Publish it, Check Out.

Define Workflow properties, Define Workflow activities, Publish it.

How will you make service catalog workflow available? A. Define workflow and Publish B. Create workflow activities and Publish C. Define workflow, Create workflow activities and Publish

Define workflow, Create workflow activities and Publish

What is the purpose of an update set? A. An update set is a group of customizations that can be moved from one instance to another B. An update set is a table

An update set is a group of customizations that can be moved from one instance to another

Upgrade of instance, which is true? A. As an SN Admin, you will manually do it B. It happens once in a year at 8 pm C. Customizations are lost?

As an SN Admin, you will manually do it

What does the Out-Of-Box 'Insert and Stay' Context menu represents? A. It inserts a new record and stays on the old form B. It inserts a new record and stays on the new form C. It inserts a new record and copies all the field values D. It inserts a new record with blank fields E. Both 'b' and 'c'

Both 'b' and 'c'

Purpose of order guide - An order guide gives customers an easy way to order multiple related items as a single request, it uses: I. A single initial screen, where the customer fills in some initial information. II. A set of selected catalog items based on conditions derived from the initial information. A. Only I B. Only II C. Both I & II D. Neither I nor II

Both I & II

How are Insert and Update works on a form?

Both will return to thr list/previously viewed page

If the system administrator wants to modify the homepage, which of the following links on the page indicates that this can be done: A. Add Context B. Change Layout C. Make Gauge D. All above

Change Layout

onChange client script runs on A. Change in the value of a particular field B. Change in the value of all field

Change in the value of a particular field

By default in ServiceNow, what customizations are added to Update Sets? A. Changes made to data B. Changes made to a form C. Changes made to a schedule D. Changes made to a homepage

Changes made to a form

Choose correct statement: A. Column is a field and a row is a record. B. Column is a record and a row is a field.

Column is a field and a row is a record.

What are fillter components?

Field, Operator, Value

Which of the following defines a condition? A. Field, Performer, Value B. Field, Operator, Value C. Area, Operator, Value D. Field, Operator, Blank

Field, Operator, Value

In which of the following requirements we cannot write 'Scheduled Jobs'? A. To update the old records. B. To check the conditions every day at specific time. C. For form validation at client side every day. D. To send an email notification on demand of user wish.

For form validation at client side every day.

How do you know which release version of Service Now you are working on? A. Go to System Diagnostics->Stats and check the Build name B. Go to System Diagnostics->Version and check the Build name

Go to System Diagnostics->Stats and check the Build name

Data inconsistency correction is done from automated? I. Plugin II. Configurations III. Workflow A. I only B. I & III C. II & III D. III only

I only

Which among the following is true regarding ACLs? A. If there are row and field ACLs, user has to satisfy both to have access to the field. B. If there are row and field ACLs, user has to satisfy either to have access to the field.

If there are row and field ACLs, user has to satisfy both to have access to the field.

Which is true regarding Knowledge Base? A. In a Knowledge base, articles are not grouped according to categories B. In a Knowledge base, articles are grouped according to categories

In a Knowledge base, articles are grouped according to categories

In BSM Map, the CI against which the map is displayed, is shown - A. In middle of the map, showing both upstream and downstream CIs. B. In extreme left of the map, showing only downstream CIs. C. In extreme right of the map, showing only upstream CIs. D. On top of the map, showing both upstream and downstream CIs.

In middle of the map, showing both upstream and downstream CIs.

Can a user open an Incident by email, if so what is utilized? A. Inbound Email Action B. Outbound Email Action

Inbound Email Action

Personalization list modified the view for?

Individual user

How is the application Navigator (left nav) populated onload? A. It is populated based on the role of the logged in user. B. It is populated based on the designation of the logged in user.

It is populated based on the role of the logged in user.

What should be enabled to make a KB article accessible to everyone? A. It should be made public. B. Give relevant role to all users

It should be made public.

A transform map is a set of field maps that determine the relationships between fields in an import set and fields in an export set. A. True B. False

False

Application Navigation Search history is stored somewhere or not? A. True B. False

False

Coalescing on a field (or set of fields) means the field will be used as a regular/ general key. A. True B. False

False

Does ESS have a role? A. True B. False

False

If workflow is not published, only checked out will it be captured in update sets? A. True B. False

False

We can trigger an email notification using Client Script. A. True B. False

False

How can you view the dictionary for a field? A. Right clicks on the field and click Personalize Dictionary B. Right clicks on the field and click Synonyms

Right clicks on the field and click Personalize Dictionary

Applications and modules are loaded based on A. Nothing B. User Location C. User's designation D. Roles

Roles

Which of the following is true regarding roles? A. Roles never contain other roles. When user is assigned to a role, he need to be added manually the other roles as well. B. Roles can contain other roles. When user is assigned to a role, he will inherit the contained roles as well.

Roles can contain other roles. When user is assigned to a role, he will inherit the contained roles as well.

Name the SLA scheduled jobs:

SLA breached

SLA, OLA and UC are configured in which module? A. SLM B. Gauge C. SOW D. Request

SLM

What is difference between Save & Insert action on form? A. Save: saves the record & stays on form & Insert: creates a new record & redirects to list view. B. Save: saves the record & return to homepage. Insert: creates a new record & redirects to list view.

Save: saves the record & stays on form & Insert: creates a new record & redirects to list view.

What application is available to all users? A. Change B. Incident C. Facilities D. Self-‐Service

Self‐Service

Script Include is a A. Server Side script B. Reusable code C. Client's end script D. None of Above

Server Side script & Reusable code

_______ is an Elevated Privileges.

Session

Which influences homepage performance? A. Set refresh time as a long one or set it "off". B. Set refresh time as short e.g., 15min.

Set refresh time as a long one or set it "off".

What is a Related List?

Show records in the tables that have relationship with current record

What is SSO? A. Sign-On Single B. Single Sign-On C. Sign Single-On D. None of the above

Single Sign-On

What does g_form.showErrorBox ("field_name", "Hello World") will do? A. It will put "Hello World" in an error message below the specified field. B. It will pop up a window with "Hello World" on the form, when a field has got erroneous values. C. It will pop up a window with "Hello World" and an 'OK' button, when a field has got erroneous values. D. None of the above.

It will put "Hello World" in an error message below the specified field.

What does gs.print ("Hello World") will do? A. It will write to the text log on the file system but not to the sys_log table in the database. B. It will print "Hello World" at the form header. C. It will print "Hello World" in the banner part.

It will write to the text log on the file system but not to the sys_log table in the database.

Which of the following is not a valid field type (for Incident table)? A. Currency B. Long String C. Suggestion

Long String

What are the variables that you can add when you create a catalog item? A. Slush bucket, multiple choices B. Additional category, single line text C. Multi-line text, choice list, checkbox D. Multiple choices, multi-line text, choice list, checkbox

Multiple choices, multi-line text, choice list, checkbox

Shortcut to approve a Service Request? A. My request B. Email C. By calling HelpDesk. D. None

My request & Email

If workflow is not published only checked out, will it be captured in update sets? A. No, only published workflows are captured in update sets. B. Yes, it will be captured in update sets.

No, only published workflows are captured in update sets.

If prefix of Incident needs to be changed,which table should I refer? A. Number Maintainence table B. Incident Table

Number Maintainence table

What does order in a business rules represent? A. Order in which it will be executed. B. Order in which it will be displayed. C. Both of above. D. None

Order in which it will be executed.

Which is true regarding tables? A. You can delete the tables starting with "u_" permanently B. You cannot delete the tables starting with "u_" permanently

You can delete the tables starting with "u_" permanently

What is the text indexing and search engine in Service Now?

Zing

"System Diagnostics>Upgrade History" module tracks all upgrades made to the system. A. True B. False

True

A list have multiple views?

True

A transform map is a set of field maps that determine the relationships between fields in an import set and fields in an existing Service Now table (such as Incidents or Users). A. True B. False

True

ACL evaluates condition/ script and roles. A. True B. False

True

Catalog variables can be arranged on a catalog item by setting the appropriate value of field 'Order'. A. True B. False

True

Client script runs at client side onLoad, onchange and onSUbmit of the form, BR runs at server side before/after record in inserted, updated or deleted. A. True B. False

True

Coalescing on a field (or set of fields) means the field will be used as a unique key. A. True B. False

True

Default SLA Workflow is designed to be used over and over again. A. True B. False

True

ESS can access My Items, My requests, KB A. True B. False

True

If an admin wants to check the status of task from a service catalog request, the path he's expected to follow is: REQ (number)>>RITM (number)>>TASK (number) A. True B. False

True

In a Knowledge base, articles are grouped according to categories. A. True B. False

True

Moving an entry from Selected to Available slush bucket removes it from the form. A. True B. False

True

Retroactive start when activated Sets start to equal when the ticket was created A. True B. False

True

Roles can contain other roles. When user is assigned to a role, he will inherit the contained roles as well. A. True B. False

True

Scheduled Jobs can be captured in Update Sets A. True B. False C. We can migrate that only through export and import xml D. Both 'b' and 'c'

True

Service catalog workflow can be attached in 3 ways: manually on the catalog item form automatically based on conditions automatically if no other workflows attached A. True B. False

True

The order field in service catalog displays the catalog item in the ascending order of this value. A. True B. False

True

What is one thing in workflows peculiar for catalog? Ans: You can define visibility of variables on task form through workflow when it is created A. True B. False

True

Workflow editor and Service catalog differs in approval methodology? A. True B. False

True

Workflow versions captured in wf_workflow_version. A. True B. False

True

limit of file attachments can be done through Security>System Security A. True B. False

True

sys_id is a unique identifier for each record in a table. A. True B. False

True

update_synch attribute identifies that it should be captured in Update Sets. A. True B. False

True

If a split is added in a form, how many columns get created? A. One B. Two C. Three D. None of the above

Two

How do you change the color of the instance? A. Using Navigation Menu under Content Management B. Using Navigation Menu under Application C. Under Content Management, Instance color marking D. None of the above

Using Navigation Menu under Content Management

What steps will u take to load data from spreadsheet? A. load data, sync data, create transform map, transform B. load data, create transform map, transform C. sync data, create transform map, transform D. create transform map, transform

load data, create transform map, transform

How do you change the sort sequence of fields or task? A. modify the order field B. Delete and create the new order field

modify the order field

If a request is rejected what happens? A. notification is sent and sets the status to cancelled B. notification is sent and sets the status to Not Approved

notification is sent and sets the status to cancelled

On the client script which of the following variables cannot be used? A. g_form B. producer.variable C. jslog D. gs.include()

producer.variable & gs.include()

_______ is a unique identifier for each record in a table.

sys_id

In which table user to group mapping is stored? A. sys_user B. sys_gr_user C. sys_grp D. sys_user_grmember

sys_user_grmember

ACL is applied on: A. user B. groups C. applications/modules D. table and field in table

table and field in table

Which of the following are the base tables in Service Now? A. task and cmdb_ci B. incident_sla and sys_db_object. C. cmdb_ci and task_sla

task and cmdb_ci

Gauge is added to: A. User Profile B. Change Request C. Home Page D. Favourite

Home Page

Which can be assigned or completed by a user?

A Task

How are users related to roles or groups? A. 1 to many relationships B. many to 1 relationships C. 1 to 1 relationships D. many to many relationships

1 to many relationships

Service catalog displays: 1. Catalog items 2. Order guides 3. Record producer A. 1 B. 1 & 2 C. 1 & 3 D. 1,2 &3

1,2 &3

How do you enhance Homepage performance in case of gauges? To diagnose problems and improve homepage performance, administrators can: 1. Turn on homepage debugging 2. Troubleshoot slow reports Administrators can also tune homepage performance by configuring the properties described on the following pages: 3. Parallel homepage rendering 4.Homepage caching A. 1,2,3,4 B. 2,3,4,1 C. 3,4,1,2 D. 4,3,2,1

1,2,3,4

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

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

What is the functionality of data dictionary in Service Now? A. To describe the database structure. B. To make the fields mandatory. C. To make a field Unique. D. All of the above.

All of the above.

What are the workflow stages? (More than one) A. Waiting for approval B. fulfillment C. delivery D. completed

All

Knowledge process consists of: A. Document creation B. Approval and review from SMEs C. Publishing D. All above

All above

Tables and Fields can be viewed and manipulated where? A. Record List B. Form C. Tables and Columns D. All above

All above

Which of the following are available in Service Catalog: A. Record Producer B. Catalog Variables C. Order Guides D. All above

All above

When we type "system" in application navigator, which of are displayed?

All modules that contains the keyword

If a developer opens up a existing Client Script for code reference and the user already had selected the desired Update Set but he doesn't want it to be captured in Update Set. What will you suggest that user to do? A. Do not click submit B. Change the Update Set to default C. Update the record if the user has selected the 'Default' update set D. Both 'a' and 'b' E. All of the above

All of the above

What are the UI components of a homepage A. Banner B. Content pane C. Application Navigator D. All of the above

All of the above

What are the fields that cannot be edited from List Editor A. glide_time B. html C. Array fields D. All of the above

All of the above

ACL applies on? A. Fields B. Tables C. Both

Both

How to change Homepage Color? A. CSS B. Self Service > My Profile

CSS

What is the important factor to remember when a user is creating catalog variable? A. Catalog Variables are global by default B. Catalog Variables are visible to user only by default

Catalog Variables are global by default

Which one on homepage will access knowledge? A. News B. Catalog item C. Report D. All

Catalog item

It compares the uniqueness of data if not found, creates new record. A. RITM B. Coalease C. Gauge D. Knowledge Base

Coalease

Consider a Scenario- Ramesh: Suresh, We won a deal from CISCO. Suresh: Sure, CTS will provide CISCO with best deals to carry out their IT operations. Ramesh: Now, they want that their Priority 1 network issue should be resolved within 4 hrs. Suresh: Our internal network team has its defined resolution time of 2 hrs. Ramesh: Also, you have to keep in mind, CISCO has chosen Netgear as his vendor to support his network equipment and the time for resolution with Netgear is 5 hrs. Suresh: What ITSM tool CISCO is planning to deploy? Ramesh: The tool is Service Now, Please confirm whether the requirement can be achieved or not? So, in order to fulfill the above requirement what all should be done in Service Now? A. Configure 4 hrs. SLA, 1 hrs OLA and 2hrs UC. B. Configure 4 hrs SLA, 3hrs OLA and 5hrs UC. C. Configure 4 hrs SLA, 7hrs OLA and 2hrs UC. D. Configure 4 hrs SLA,2 hrs OLA and 5 hrs UC

Configure 4 hrs SLA,2 hrs OLA and 5 hrs UC

ACL is part of which security? A. Physical Security B. Compliance Security C. Contextual Security D. None of the above

Contextual Security

______ receives notification, meeting invites on behalf of another user.

Delegate

Which setting allows the user to view knowledge articles without logging in? A. ESS Role B. Public Setting C. View All Setting D. View all Role

ESS Role

Contextual Security-Question on hierarchy A. Generic to all B. Generic to specific

Generic to specific

How do you edit/ create a workflow? A. Graphical Workflow Editor B. Vi-Editor C. Paintshop D. XML Editor

Graphical Workflow Editor

User groups are represented on a record in which table?

Group[sys_user_group]

_________ is a tool that will autopopulate the CMDB about your windows computer.

Help the Helpdesk

What does "Installation Exits" represents? A. It contains details for how user will be redirected once he is logged out from the instance. B. It contains details regarding the welcome page once instance is moved into production stage. C. It contains details how to kill all the processes running on the instance. D. None of the above.

It contains details for how user will be redirected once he is logged out from the instance.

What does the order field in service catalog do? A. It displays the catalog item in the decending order of this value. B. It displays the catalog item in the ascending order of this value.

It displays the catalog item in the ascending order of this value.

In a _______, articles are grouped according to categories.

Knowledge Base

What details does a knowledge article hold? A. Known errors B. Useful solutions C. Troubleshooting tips D. User information

Known errors & Useful solutions & Troubleshooting tips

Where will you find option to edit a list? A. List control B. Grid control

List control

Which of the following can a UI policy accomplish? A. Ability to delete the field B. Making a field read-only C. Make the field hide D. None of the above

Making a field read-only

KB articles are referred in which modules: A. Service Catalog B. News C. Incident D. Request

News

If the page loading time of a "Home Page" needs to be improved what action(s) should be done? A. Reduce the number of gauges in the Home Page. B. Modify the layout of the Home Page with less number of columns. C. Add more performance widgets on the Home Page. D. None of the above.

Reduce the number of gauges in the Home Page.

What does RITM stand for? A. Remote Infrastructure Technology Manager B. Request Item to Move C. Request Item D. All above

Request Item

How will you approve a catalog request? A. Right click request record in request list and click approve B. Right click task record in task list and click approve C. Send "Approved" email to [email protected] D. All above

Right click request record in request list and click approve

How do you modify the field behavior? A. Right click> Personalize > Dictionary B. Right click> Personalize > Field Behavior

Right click> Personalize > Dictionary

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

Start Condition, Stop Condition, and Pause Condition

What are the steps in a SLA? A. Start, Pause, Stop B. Start, Hold, Stop C. Start, Pause, Stop, End D. Start, Hold, Stop, End

Start, Pause, Stop

What are the Field Types available in Service Now?

String, Reference, Date/Time, True/False, Choise

If a notification has a template attached and the subject is filled out on the notification, then on the email getting fired, what will happen? A. Subject from the template will be used . B. Subject from the notification will be used. C. Subject field will be left blank. D. None of the above.

Subject from the notification will be used.

If prefix of Incident needs to be changed, where should I refer? A. System Definition->Number maintenance. B. Right Click on Incident Number->Personalize Dictionary C. Both a and b D. None

System Definition->Number maintenance.

How do you confirm an instance upgrade? A. System Logs->events->system.upgraded, use this event to trigger the System Upgraded notification B. System Logs->events->system, use this event to trigger the System Upgraded notification

System Logs->events->system.upgraded, use this event to trigger the System Upgraded notification

Which of the following is data saved to? A. Table B. Form C. List D. All

Table

Which of the following gets automatically captured in an update set A. Table, schedules, forms B. Table, forms, data C. Table, forms, homepages D. Tables, forms, views

Table, forms, data

Which is parent table for INC, CHG, PRB? A. Incident B. Task C. User D. Request

Task

Incident, problem tables inherit which table A. Task table B. Incident table C. User table D. Data table

Task table

Links, buttons, context menu action belongs to: A. UI Action B. Table C. Workflow D. Roles

UI Action

Jelly Scripting is used in which of the following? A. UI Macros B. Content Management System C. UI Policies

UI Macros & Content Management System

Which of the following are not displayed in the History? A. UI Pages B. UI Policy C. UI Data D. All above

UI Pages

Users are represented on a record in which table? A. sys_user B. sys_u_user C. sys_usr D. sys_tbl_user

User[sys_user]

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

Variable Types

Where can we use 'variable_pool'? A. Workflow Activities B. UI Policies C. UI Scripts

Workflow Activities

If the requirement is to send an email as soon as new incident record gets created. What needs to be done as per the developer's point of view? A. Write a Business Rule after Insert on 'notification' table B. Write a Business Rule after Insert on 'incident' table C. Write a Business Rule after Update on 'notification' table D. Write a Business Rule after Update on 'incident' table.

Write a Business Rule after Insert on 'incident' table

When you customize a homepage, SNC makes a copy of it and ________ A. adds the prefix "My" to the homepage name B. Save as "Favourite" in ServiceNow

adds the prefix "My" to the homepage name

SLAs include actions that can be triggered when during the lifecycle? A. User defined time B. anytime

anytime

What is the one pause condition for incident SLA? A. awaiting <something> B. hold <something>

awaiting <something>

What controls enable admins to set mandatory and read only states for fields and can be used to enforce data consistence across applications? A. data policy B. UI policy

data policy

Consider a Scenario: A user opened an incident record, At that time the incident state was 'Open', he changed the state to 'New' and saved the record. Later, after sometime he opened the same record and changed the state to 'Closed' and without saving it he changed the state to 'In Progress'. With the above mentioned scenario above what will be the oldValue and newValue of the Incident State? A. oldValue = 'New' and newValue = 'In Progress' B. oldValue = 'Closed' and newValue = 'In Progress' C. oldValue = 'Open' and newValue = 'New' D. oldValue = 'New' and newValue = 'Closed'

oldValue = 'New' and newValue = 'In Progress'

Which of the following is possible via an inbound action? A. schedule a job B. sends an email notification C. modifying existing records D. All above

sends an email notification

What is the purpose of a service catalog workflow? A. to create workflows to drive change fulfillment. Workflows can generate and assign approvals, generate and assign tasks, or run scripts and sub flows B. to create workflows to drive request fulfillment. Workflows can generate and assign approvals, generate and assign tasks, or run scripts and sub flows.

to create workflows to drive request fulfillment. Workflows can generate and assign approvals, generate and assign tasks, or run scripts and sub flows.

What is a select box, single line text, reference, check box, multiple choice? A. variable B. field C. column D. row

variable