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
