ServiceNow CSA
Which is correct way of migrating updates sets?
Check that the update set is completed, retrieved, previewed, and then committed.
How do you deactivate an application? -System diagnostics > upgrade history -System applications > applications > Open the app record and uncheck the active check box -The existing record will be updated with the new information -Click on the pencil icon next to the Application name in the Application Navigator and Uncheck Active
Click on the pencil icon next to the Application name in the Application Navigator and Uncheck Active
UI Policies run on which side? (Server or client)
Client-side
What are key cmdb tables?
Cmdb_ci, cmdb_rel_ci
Where can we write ACL?
Column, Row, Table
What is related to High Security Plugin in ServiceNow? -Impersonation feature -security_admin role for elevated privilege -ACL
security_admin role for elevated privilege
SLAs will run only on task extended tables? -True -False
True
How are users related to roles or groups? -1 to many relationships -Many to 1 relationship -1 to 1 relationship -Many to many relationships
1 to many relationships
What is a Dictionary Override? -A Dictionary Override is an incoming customer update in an Update Set which applies to the same objects as a newer local customer update -A Dictionary Override is the addition, modification, or removal of anything that could have an effect on IT services -A Dictionary Override is a task within a workflow that requests an action before the workflow can continue -A Dictionary Override sets field properties in extended tables
A Dictionary Override sets field properties in extended tables
What is generated from the Service Catalog once a user places an order for an item or service? -A Request -An Order Guide -An SLA -A Change Request
A Request
Which one of the following statements describes the purpose of a Service Catalog workflow? -A Service Catalog workflow generates three basic components: item variable types, tasks, and approvals -Although a Service Catalog workflow cannot send notifications, the workflow drives complex fulfillment processes -A Service Catalog workflow is used to drive complex fulfillment processes and sends notifications to defined users or groups -A Service Catalog workflow generates three basic components: item variable types, tasks, and notifications
A Service Catalog workflow is used to drive complex fulfillment processes and sends notifications to defined users or groups
Which of the following is used to initiate a flow? -A Trigger -An Event -A Spoke -Core Action
A Trigger
A table that is not extending another table but is itself extended is called what?
A base table
What is a formatter? Select one of the following. -A formatter is a form element used to display information that is not a field in the record -A formatter is a set of conditions applied to a table to help find and work with data -A formatter allows you to configure applications on your instance -A formatter allows you to populate fields automatically
A formatter is a form element used to display information that is not a field in the record
Which one of the following is a definition for transform maps in ServiceNow? -A map that is used to store the history of the incident records -A map used to add data to encrypted fields -A map used to trigger Business Rules before the data is queued in the outbound Web Service -A map to determine relationships between fields displaying in an Import Set to fields in an existing table
A map to determine relationships between fields displaying in an Import Set to fields in an existing table
onCellEdit() client script is executed when? -Any field is modified -A particular field is modified on Form -A particular field is modified on List
A particular field is modified on List
To generate task-based records through service request what must be created?
A record producer
What is an SLA?
A record which defines a set amount of time for a task to reach a certain condition.
After high security plugin is activated, a 'security_admin' privilege is created. What is an elevated privilege? -Elevated privilege is used to promote extension tables -Used to enable the ITIL role to have an Admin type access -A role that has special permissions for the duration of the log in session -Users with the Admin role
A role that has special permissions for the duration of the log in session
Which of the following belongs to Service Catalog? (Select all that Apply) -Catalog Items -Record Producers -Variables -Change Tasks
Catalog Items, Record Producers, Variables
What is not part of Workflow Editor User Interface? -Canvas -Palette -Activity Tab -Title bar
Activity Tab
Who can access to schema maps, tables and column module? -ITIL User -End User -Approver -Administrator
Administrator
Select Correct statements (Select all that Apply) -Metric is used to measure and evaluate the effectiveness of ITSM process -Metric can gather data as the data is updated -Metric measures data over time to show past history -Metric definition provides a declarative way of defining metrics and once defined, the data for the metric is gathered and occurrences of the metric are calculated and stored
All of the Above
What are the ways to Create CMDB data? (Select all that Apply) -Import Set -Discovery -Manual -Help Desk
All of the Above
Knowledge Articles can be sorted by the following? -Relevancy -Most recent updated -Number of views -All of the above
All of the above
ServiceNow automatically provides numbers for which tables? -Incident, Problem -Incident, Change, Knowledge -Incident, Problem, Request -All of the above
All of the above
What are the ways you can bring users into your ServiceNow instance? -SSO -LDAP -Manual Import -All of the above
All of the above
What can you do with a service catalog item once it's built? -Publish it in the service catalog -Group in an order guide -Show users questions and choices -All of the above
All of the above
Which is true about ACL?
An ACL rule can pass column level and can pass row level
What is a characteristic of importing data into ServiceNow? -An existing Transform Map can be used one time on the same import set -An existing Transform Map can be used multiple times on the same import set -Coalesce fields are used only after running Transform -Any user can manage and set up import sets
An existing Transform Map can be used multiple times on the same import set
What are the main areas of User interface?
App Navigator, Banner, Content Frame
What is displayed in left side filter navigator?
Applications and Modules
What of the following knowledge base workflows are available in the ServiceNow base instance? -Instant Publish: Immediately publishes a draft article without requiring an approval -Instant Retire: Immediately retires a published article without requiring an approval -Approval publish: Request approval from a manager of the knowledge base before moving the article it the publish state -Retire Knowledge: Moves a knowledge article to the retired state.
Approval publish: Request approval from a manager of the knowledge base before moving the article it the publish state
What are the major workflow activities? -Approvals, Conditions, Notifications -Approval conditions, Notification, Tasks -Approvals, Conditions, Notifications, Tasks, Timers, Utilities -None of the above
Approvals, Conditions, Notifications, Tasks, Timers, Utilities
What is not related to Workflow? -Transitions -Versions -Activities -Categories
Categories
Which one of the following statements is a recommendation from ServiceNow about Update Sets? -Avoid using the Default Update set as an Update Set for moving customizations from instance to instance -Before moving customizations from instance to instance with Update Sets, ensure that both instances are different versions -Use the Baseline Update Set to store the contents of items after they are changed the first time -Once an Update Set is closed as "Complete", change it back to "In Progress" until it is applied to another instance
Avoid using the Default Update set as an Update Set for moving customizations from instance to instance
What tables can't be deleted? -Approvals, conditions, notifications, tasks, timers, utilities -Tables that automate a sequence of activities -Base tables, e.g., task, cmdb_ci
Base tables, e.g., task, cmdb_ci
When should you coalesce fields on an import?
Before data transform
Name of the string that displays the filter criteria.
Breadcrumbs
What triggers an event? (Select Multiple) -Business Rules -Client Scripts -UI Pages -Workflows
Business Rules, Workflows
What are exempt in upgrades?
Customizations
Which type of interface enables you to display multiple performance analytics, reporting and other widgets on a single screen? -Form -List -Dashboard -Timeline
Dashboard
What are the two aspects to LDAP Integration? (Select two) -Data Population -Data formatting -Authorization -Authentication
Data Population and Authentication
What data records are captured in an update set?
Data isn't captured in an update set
Can be used to join two tables. -Linked Tables -Database Views -Views
Database Views
Which one of the following are associated with the CMDB? (Select Multiple) -Database -Table and Fields -Dependency Views -Service Processes -User Permissions
Database, Dependency Views, Service Processes
Basic Knowledge publishing workflow stages are? -Start > Process > End -Created > Reviewed >Deployed -Draft > Review > Published > Retire -None
Draft > Review > Published > Retire
UAT, Development, Review, QA and Test are user perspective of ServiceNow production instance -True -False
False
User passwords are also brought to the ServiceNow system with LDAP connection. -True -False
False
Views is only for lists to personalize list layout and columns -True -False
False
What is not captured in an update set?
Entered data is not captured; examples: modified CIs, data records, new data records, users and groups ... Schedules and scheduled jobs
How is the Event Log different from the Event Registry? -Event Log contains generated Events, the Event Registry is a table of Event definitions -Event Log is formatted in the Log style, the Event Registry displays different fields -Event Log lists Events that were triggered by integrations, the Event Registry lists the Events that were triggered during the day (24-hour period) -Event Log is the same as the Event Registry
Event Log contains generated Events, the Event Registry is a table of Event definitions
How are events triggered?
Events are triggered through user actions, scripts, business rules and workflows.
A UI action with an order number of 110 will display after a UI action with an order number of 120? -True -False
False
Most customizations of system behavior is done using UI policies. -True -False
False
Record numbers have to be manually incremented. -True -False
False
ServiceNow is a single-instance, multiple tenant architecture? -True -False
False
Who does a condition builder format looks like? -None -Field > Operator > Value -Field > Condition > Operator -Field > Operator > Name
Field > Operator > Value
Which of the following are captured in update set (Select all that Apply) -Group Creation -Incident Creation -Field Creation -Table Creation
Field Creation Table Creation
Which of the following are you unable to create a 'Scheduled Jobs' for? -To update the old records -To check the conditions every day at specific time -For form validation at client side every day -To send an email notification on demand of user wish
For form validation at client side every day
How are referenced fields identified in ServiceNow? -From the Base Classes -From the Blue Book -From the Reference lookup Icon -None of the above
From the Reference lookup Icon
What categories are in the Settings Menu?
General, Theme, Notifications, Lists, Forms and Developer
How do you get to the categories on an incident and other table? -Go to system definition > choice list -In the task SLA form -Base Class -Go to social it > feed administration > messages
Go to system definition > choice list
What is a schema map? -It's JavaScript configured to run when a record is displayed, inserted, updated, deleted, or when a table is queried -It's a gear icon located in top left-hand side every list. It allows you to add columns (via slush bucket) to the current list you are on -Graphical representation that shows the referenced, referencing, extended, and extending tables -None of the above
Graphical representation that shows the referenced, referencing, extended, and extending tables
What are possible import sources? (Select all that Apply) -HTTP -CSV -EXCEL -JDBC -NETWORK -SFTP
HTTP CSV EXCEL JDBC SFTP
Gauge is added to: -User Profile -Change Request -Home Page -Favorites
Home Page
Who can assign roles and manage incidents and problems? (Select Multiple) -ITIL/Fulfiller -System Administrator -Approver -ESS User/End User
ITIL/Fulfiller, System Administrator
Which one statement correctly describes Access Control rule evaluation? -Rules are evaluated using roles. The role with the most permissions evaluates the rules first -If more than one rule applies to a row, the older rule is evaluated first -If a row level rule and a field level rule exist, both rules must be true before an operation is allowed -Rules are evaluated from the general to the specific, so a table rule must be active to continue
If a row level rule and a field level rule exist, both rules must be true before an operation is allowed
What is the language used for scripting in ServiceNow? -Java -AngularJS -JavaScript -Jelly
Javascript
What is the purpose of the import set table? -Used to import user's data only -It acts as a staging area for records imported -A new application in ServiceNow
It acts as a staging area for records imported
What's in the data dictionary table?
It defines every table and field in the system. It contains information about a field's data type, character limit, default value, dependency and other attributes
What is a Service Now event? -Business rules, client scripts, fields, forms and form sections, reports, tables, views and workflows -Create a new table and fill out he extend table field -It is an indication to the ServiceNow processes that something notable has occurred, e.g., approving a request, workflow, etc. -Semaphores, which control the number of user transactions that can be run in parallel. It makes sure there aren't too many things running at once.
It is an indication to the ServiceNow processes that something notable has occurred, e.g., approving a request, workflow, etc.
What does the attachment functionality in a KB article do? -It will take you to a blank incident form -Read only data that is not editable on this form -It provides a choice of adding documents as attachments -Allow you to attach any other existing record in ServiceNow
It provides a choice of adding documents as attachments
If user personalize the list, then who does it affect?
It will only affect the user who personalized it.
What are the major components of the Service Catalog?
Items, Record Producers, Variables, Variable Sets, Workflows
Which of the following allows a user to edit field values in a list without opening the form? -List Editor -Data Editor -Edit Menu -Form Designer
List Editor
Steps for loading data through transform map
Load data -> Create transform map -> Run transform
What are some authentication methods?
Local database, LDAP, Multifactor, SAML 2.0, OAuth 2.0, Digest Token, SSO
Which are valid Service Now User Authentication Methods? (Select Multiple) -XML feed -Local database -LDAP -SSO -FTP authentication
Local database, LDAP, and SSO
What does the banner frame contain? -Logo and global navigation control -Task [task] and configuration item -Self-service items -It is one set of table fields
Logo and global navigation control
Which of the following is not a valid field type (for Incident Table)? -Currency -Long String -Suggestion
Long String
What module in the Service Catalog application does an Administrator access to begin creating a new item? -Maintain Categories -Maintain Items -Content Items -Items
Maintain Items
How are users and groups related? -Many to Many -One to one -One to Many -All to All
Many to Many
What are metrics used for?
Metrics are used to measure and evaluate the effectiveness of IT service management processes
How do you change the sort sequence of fields or tasks? -Modify the order field -Arrange in Alphabetical Order -Modify Field Types -Variable Set
Modify the order field
Which three Variable Types can be added to a Service Catalog Item? -True/False, Multiple Choice, and Ordered -True/False, Checkbox, and Number List -Number List, Single Line Text, and Reference -Multiple Choice, Select Box, and Checkbox
Multiple Choice, Select Box, and Checkbox
The order field in Service Catalog displays the catalog item in the ascending order of this value. -True -False
True
Are variables global by default?
No
What is a Workflow? -Can manage all form and list Changes -It's a virtual representation of activities consisting of connected steps planned out in a sequential manner -It's a static representation of activities of connected steps planned out in a chronological manner, which cannot be change or modified -None of the above
None of the above
Incident number is already prefixed with INCT. Can it be changed to INC using which option?
Number Maintenance
Agreement between departments to meet service level requirements is? -None -SLA -OLA -UC
OLA
Which of the following statement describes the purpose of an Order Guide? -Order Guides restrict the number of items in an order to only one item per request -Order Guide provide a list of guidelines for Administrators on how to set up item variables -Order Guide provide the ability to order multiple, related items as one request -Order Guides take the user directly to the checkout without prompting for information
Order Guide provide the ability to order multiple, related items as one request
What role is used for adding or removing fields from the list?
Personalize_list
A knowledge article must be which of the following states to display to a user? -Published -Drafted -Retired -Reviewed
Published
What are the Workflow States?
Published, Unpublished, Checked Out
The baseline Service Catalog homepage contains links to which of the following components? -Record Producers, Order Guides, and Catalog Items -Order Guides, Item Variables, and Workflows -Record Producers, Order Guides, and Item Variables -Order Guides, Catalog Items, and Workflows
Record Producers, Order Guides, and Catalog Items
What is recorded in the activity stream?
Record history and updates of users.
Access Control rules may be defined with which of the following permission requirements? (Select Multiple) -Roles -Conditional Expressions -Assignment Rules -Scripts -User Criteria -Groups
Roles, Conditional Expressions, Scripts
What three ways can ACL's be defined?
Roles, conditional expressions, and scripts
Which is not Related to UI Action? -Form Button -Form Link -Search -List Link
Search
What application is available to all users? -Change -Incident -Facilities -Self-Service
Self-Service
What do requesters see when they go to the service catalog? -Homepage -Record -Self-service Items -News
Self-service Items
Which of the following concepts are associated with the ServiceNow CMDB? (Choose four.) -Service Processes -Tables and Fields -User Permissions -A Database -The Dependency View
Service Processes, Tables and Fields, A Database, The Dependency View
To access knowledge articles without login, the knowledge article must be? -Set to public -Set to review -Set to private -Set to retire
Set to public
If we make the short description field on incident table as mandatory at the dictionary level? -Nothing happens -Short description will be mandated on incident table only -Short description will be mandated on all the tables which are extending task table
Short description will be mandated on all the tables which are extending task table
What is an SSO? -Sign-On Single -Single Sign-On -Sign Single-On -None of the Above
Single Sign-On
Which of the following is not a field? -Duration -Split -Script -Suggestion
Split
In an SLA definition, which one of the following is a condition that will trigger an SLA? -Begin Condition, Stop Condition, and Pause Condition -Start Condition, Stop Condition and Reset Condition -Start Condition, End Condition and Pause Condition -Start Condition, Stop Condition and Pause Condition
Start Condition, Stop Condition and Reset Condition
What are the steps in SLA? -Start, Pause, Stop -Start, Hold, Stop -Start, Pause, Stop, End -Start, Hold, Stop, End
Start, Pause, Stop, End
Where can Admins check which release is running on an ServiceNow instance? -Memory Stats module -Stats module -System Upgrades table -Transactions log
Stats module
What kinds of fields are typically on a form?
String, choice, true/false, reference
When you have subject filled on email notification as well as on the notification template, which one will appear on the sent email? -Both the subjects are concatenated -Subject from Email Notification -Subject from Template -Blank
Subject from Email Notification
How to manage record numbering (like INC0000777) -Unable to manage this -System Definition > Number maintenance -Number field > Number -System Definition > Numbers
System Definition > Number maintenance
If prefix of incident needs to be changed, where can one refer? -System Definition->Number Maintenance -Right click on Incident Number->Personalize Dictionary -Both A. & B. -None
System Definition->Number Maintenance
Where would you go to see if an admin impersonated another user? -Tables -Base Class -System Log -User Administration
System Log
At which location are the records saved? -Form -List -Table -All the Above
Table
Which term best describes something that is created, has work performed upon it, and is eventually moved to a state of closed? -Report -Workflow -Event -Task
Task
Which term best describes something that is created, has worked performed upon it, and is eventually moved to a state of closed? -Report -Workflow -Event -Task
Task
What are the two most commonly used core tables?
Task [task] and Configuration item [cmdb_ci]
What can be used to automatically populate fields in a form? -Assignment Rules -Formatters -Reference Qualifiers -Templates
Templates
Which one of the following statements describes the contents of the Configuration Management Database (CMDB)? -The CMDB contains data about tangible and intangible business assets -The CMDB contains the Business Rules that direct the intangible, configurable assets used by a company -The CMDB archives all Service Management PaaS equipment metadata and usage statistics -The CMDB contains ITIL process data pertaining to configuration items
The CMDB contains data about tangible and intangible business assets
If several update sets have modified the same object, like a form, which change will be the one moved to the new, merged update set?
The most recent one
What happens if two merged update sets are modifying the same object?
The newest one takes precedence
A REQ number in the Service Catalog represents: -The order number. -The individual item in the order. -The stage. -The task to complete.
The order number
Catalog Variables can be arranged on a catalog item by setting the appropriate value of field 'Order' -True -False
True
What happens when a match is found using the coalesce field?
The existing record will be updated with the information being imported
When a workflow is checked out, who do the changes apply to?
The user who checked out the workflow
Banner Color can be personalized from? -Not Possible -Themes section -Navigation Pane -Developer Section
Themes section
What is the purpose of mapping assist?
To assist with mapping done at the field level
What is the purpose of a Related List? -To create a one-to-many relationship -To dot-walk to a core table -To present related fields -To present related records
To present related records
All workflows absolutely must have a beginning and an end. -True -False
True
UI Policy can make fields read-only, mandatory, or hidden. -True -False
True
Which would NOT appear in the History section of the Application Navigator? -Records -UI Pages -Lists -Forms
UI Pages
Which application menu is used in capturing and moving changes from one instance to other? Update Set Import Set Change None
Update Set
Out of the below listed applications, which will not run natively on smartphones? -Workflow -User Administration -Self-Service -Service Catalogue
User Administration
How do you create CI relationships?
Using the CI Relationship editor
Multiple Choice, Single Line Text, and Select Box are what type of elements in ServiceNow? -Order Guides -Request Types -Variable Types -Related Lists
Variable Types
What is the name of the conversational bot platform that provides assistance to help users obtain information, make decisions, and perform common tasks? -Answer Agent -Live Feed -Virtual Agent -Connect Chat
Virtual Agent
When does the submit button appears on the form?
When creating a new record
What purpose are record producers be used for? -Workflow based things, requesting emergency changes, wizards, etc -Virtual representation of activities consisting of connected steps planned out in a sequential manner -Valuing, depreciating, determining, cost allocation strategy -Memory, response time & available semaphores
Workflow based things, requesting emergency changes, wizards, etc
Is SLA applicable only for task tables?
Yes
Can roles contain other roles?
Yes, a role may contain other roles and any access granted to one role is automatically granted to any role that contains it.
What do you have to do to edit a workflow? -Assign roles to groups -You need to check it out, to prevent errors -With a reference lookup Icon, think of the caller field, you can look the up -Create a new table or edit an existing table, create a new application or browse existing application, delete all records from a table
You need to check it out, to prevent errors
What is the search engine used while doing the global search in ServiceNow? -Zing -Zenn -Google Search -TRX
Zing
Which of the following are a type of client scripts supported in ServiceNow? (Choose four.) -onCellEdit -onSave -onUpdate -onEdit -onChange -onLoad -onSubmit
onCellEdit. onChange, onLoad, and onSubmit
Regarding update sets, Customer updates/payload is stored in what table? -update_set -sys_update_xml -sys_customer_update
sys_update_xml
Which table stores roles? -user_role -sys_user_role -imp_user -sys_role
sys_user_role
What is the table ACL rule execution order?
table name, parent table name, match any table name (wild card)
Base table for storing SLA records is? -task_sla -contract_sla -sla -sla_definition
task_sla
