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ServiceNow CSA ServiceNow Certified System Administrator Exam Practice Test

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Total 427 questions

ServiceNow Certified System Administrator Questions and Answers

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Question 1

Which tool is used to have conversations with logged-in users in real-time?

Options:

A.

Connect Chat

B.

Now Messenger

C.

User Presence

D.

Comments

Question 2

As it relates to ServiceNow reporting, which of the following statements describes what a metric can do?

Options:

A.

A metric is a report gauge used on homepages to display real-time data

B.

A metric is a time measurement used to report the effectiveness of workflows and SLAs

C.

A metric is used to measure and evaluate the effectiveness of IT service management processes

D.

A metric is a comparative measurement used to report the effectiveness of workflows and SLAs.

Question 3

What is a Record Producer?

Options:

A.

A Record Producer is a type of Catalog Item that is used for Requests, not Services

B.

A Record Producer creates user records

C.

A Record Producer is a type of Catalog Item that provides easy ordering by bundling requests

D.

A Record Producer is a type of a Catalog Item that allows users to create task-based records from the Service Catalog

Question 4

Which configuration allows you to use a script to coalesce data in Import Sets?

Options:

A.

Multiple-field coalesce

B.

No coalesce

C.

Conditional coalesce

D.

Single-field coalesce

Question 5

What defines conditions that are evaluated against users to determine which users can create, read, write, and retire knowledge articles.

Options:

A.

User conditions

B.

User info

C.

User Criteria

D.

User permissions

Question 6

A Service Catalog may include which of the following components?

Options:

A.

Order Guides, Exchange Rates, Calendars

B.

Order Guides, Catalog Items, and Interceptors

C.

Catalog Items, Asset Contracts, Task Surveys

D.

Record Producers, Order Guides, and Catalog Items

Question 7

Knowledge articles within a knowledge base are grouped by category.

Options:

A.

True

B.

False

Question 8

What is a Dictionary Override?

Options:

A.

A Dictionary Override is an incoming customer update in an Update Set which applies to the same objects as a newer local customer update

B.

A Dictionary Override is the addition, modification, or removal of anything that could have an effect on IT services

C.

A Dictionary Override is a task within a workflow that requests an action before the workflow can continue

D.

A Dictionary Override sets field properties in extended tables

Question 9

Access Control rules may be defined with which of the following permission requirements? (Choose three.)

Options:

A.

Roles

B.

Conditional Expressions

C.

Assignment Rules

D.

Scripts

E.

User Criteria

F.

Groups

Question 10

Which statement is true about business rules?

Options:

A.

A business rule must run before a database action occurs

B.

A business rule can be a piece of Javascript

C.

A business rule must not run before a database action occurs

D.

A business rule monitors fields on a form

Question 11

Which one of the following statements applies to a set of fields when they are coalesced during an import?

Options:

A.

If a match is found using the coalesce fields, the existing record is updated with the information being imported

B.

If a match is not found using the coalesce fields, the system does not create a Transform Map

C.

If a match is found using the coalesce fields, the system creates a new record

D.

If a match is not found using the coalesce fields, the existing record is updated with the information being imported

Question 12

What is (are) best practice(s) regarding users/groups/roles? Choose 2 answers

Options:

A.

You should never assign roles to groups.

B.

You should assign roles to users.

C.

You should assign roles to groups

D.

You should add users to groups

Question 13

Which application is used to change the number format per table?

Options:

A.

Number Maintenance

B.

System Maintenance

C.

Table Maintenance

D.

Record Maintenance

Question 14

When searching using the App Navigator search field, what can be returned? (Choose four.)

Options:

A.

Names of Applications and Modules

B.

Names of Modules

C.

Names of Applications

D.

Favorites

E.

History Records

F.

Titles of Dashboard Gauges

Question 15

Which of the following is true of Service Catalog Items in relation to the Service Catalog?

Options:

A.

They run behind the scenes.

B.

They are the building blocks.

C.

They are optional.

D.

They provide options.

Question 16

Which one of the following statements is a recommendation from ServiceNow about Update Sets?

Options:

A.

Avoid using the Default Update set as an Update Set for moving customizations from instance to instance

B.

Before moving customizations from instance to instance with Update Sets, ensure that both instances are different versions

C.

Use the Baseline Update Set to store the contents of items after they are changed the first time

D.

Once an Update Set is closed as “Complete”, change it back to “In Progress” until it is applied to another instance

Question 17

What is a schema map?

Options:

A.

A schema map enables administrators to define records from specific tables as trouble sources for Configuration Items

B.

A schema map graphically organizes the visual task boards for the CMDB

C.

A schema map graphically displays the Configuration Items that support a business service

D.

A schema map displays the details of tables and their relationships in a visual manner, allowing administrators to view and easily access different parts of the database schema

Question 18

Which one of the following modules can be used to view field settings for a table?

Options:

A.

Tables & Columns

B.

Access Control

C.

Columns and Fields

D.

Tables and Fields

Question 19

What are the two aspects to LDAP Integration?

Options:

A.

Data Population

B.

Data formatting

C.

Authorization

D.

Authentication

Question 20

Which would NOT appear in the History section of the Application Navigator?

Options:

A.

Records

B.

UI Pages

C.

Lists

D.

Forms

Question 21

What are the three components of a filter condition?

Options:

A.

Table

B.

Value

C.

Field

D.

Operator

Question 22

Which of the following concepts are associated with the ServiceNow CMDB? (Choose four.)

Options:

A.

Service Processes

B.

User Permissions

C.

Tables and Fields

D.

A Database

E.

The Dependency View

Question 23

A User is stored in which table?

Options:

A.

User [sys_user]

B.

User [ sys_user_group]

C.

User [ syst_user_profile]

D.

User [user_profile]

Question 24

What is the difference between UI Policy and UI Action?

Options:

A.

UI Action can make fields read-only, mandatory, or hidden. while UI Policy can make a save button visible for appropriate users.

B.

UI Policy can make fields read-only, mandatory, or hidden. while UI Action can make a save button visible for appropriate users.

Question 25

What are the 6 methods available for user authentication?

Options:

A.

Local Database: The user name and password in their user record in the instance database.

B.

Multifactor: The user name and password in the database and passcode sent to the user's mobile device that has Google Authenticator installed

C.

LDAP: The user name and password are accessed via LDAP in the corporate directory, which has a matching user account in the database.

D.

SAML 2.0: The user name and password configured in a SAML identity provider account, which has a matching user account in the database.

E.

OAuth 2.0: The user name and password of OAuth identity provider, which has a matching user account in the database.

F.

Digest Token: An encrypted digest of the user name and password in the user record.

Question 26

Which group of permissions is used to control Application and Module access?

Options:

A.

Access Control Rules

B.

UI Policies

C.

Roles

D.

Assignment Rules

Question 27

Which of the following is used to initiate a flow?

Options:

A.

A Trigger

B.

Core Action

C.

A spoke

D.

An Event

Question 28

What is the master table that contains a record for each table in the database?

Options:

A.

[sys_master_db]

B.

[sys_db_object]

C.

[sys_master_object]

D.

[sys_object_db]

Question 29

Which one of the following statements describes the purpose of a Service Catalog workflow?

Options:

A.

A Service Catalog workflow generates three basic components: item variable types, tasks, and approvals

B.

Although a Service Catalog workflow cannot send notifications, the workflow drives complex fulfillment processes

C.

A Service Catalog workflow is used to drive complex fulfillment processes and sends notifications to defined users or groups

D.

A Service Catalog workflow generates three basic components: item variable types, tasks, and notifications

Question 30

For Administrators creating new Service Catalog items, what is a characteristic they should know about Service Catalog variables?

Options:

A.

Service Catalog variables can only be used in Record Producers

B.

Service Catalog variables can only be used in Order Guides

C.

Service Catalog variables cannot affect the order price

D.

Service Catalog variables are global by default

Question 31

How is the Event Log different from the Event Registry?

Options:

A.

Event Log contains generated Events, the Event Registry is a table of Event definitions

B.

Event Log is formatted in the Log style, the Event Registry displays different fields

C.

Event Log lists Events that were triggered by integrations, the Event Registry lists the Events that were triggered during the day (24-hour period)

D.

Event Log is the same as the Event Registry

Question 32

Which of the following are a type of client scripts supported in ServiceNow? (Choose four.)

Options:

A.

onSubmit

B.

onUpdate

C.

onCellEdit

D.

onLoad

E.

onEdit

F.

onChange

G.

onSave

Question 33

When working on a form, what is the difference between Insert and Update operations?

Options:

A.

Insert creates a new record and Update saves changes, both remain on the form

B.

Insert creates a new record and Update saves changes, both exit the form

C.

Insert saves changes and exits the form, Update saves changes and remains on the form

D.

Insert saves changes and remains on the form, Update saves changes and exits the form

Question 34

Which of the following can be customized through the Basic Configuration UI 16 module? (Choose three.)

Options:

A.

Banner Image

B.

Record Number Format

C.

Browser Tab Title

D.

System Date Format

E.

Form Header Size

Question 35

The baseline Service Catalog homepage contains links to which of the following components?

Options:

A.

Record Producers, Order Guides, and Catalog Items

B.

Order Guides, Item Variables, and Workflows

C.

Order Guides, Catalog Items, and Workflows

D.

Record Producers, Order Guides, and Item Variables

Question 36

Which term best describes something that is created, has worked performed upon it, and is eventually moved to a state of closed?

Options:

A.

report

B.

workflow

C.

event

D.

task

Question 37

Which one of the following statements best describes the purpose of an Update Set?

Options:

A.

An Update Set allows administrators to group a series of changes into a named set and then move this set as a unit to other systems

B.

By default, an Update Set includes customizations, Business Rules, and homepages

C.

An Update Set is a group of customizations that is moved from Production to Development

D.

By default, the changes included in an Update Set are visible only in the instance to which they are applied

Question 38

How are Workflows moved between instances?

Options:

A.

Workflows are moved using Update Sets

B.

Workflows are moved using Transform Maps

C.

Workflows are moved using Application Sets

D.

Workflows cannot be moved between instances

Question 39

Which technique is used to get information from a series of referenced fields from different tables?

Options:

A.

Table-Walking

B.

Sys_ID Pulling

C.

Dot-Walking

D.

Record-Hopping

Question 40

In what order should filter elements be specified?

Options:

A.

Field, Operator, then Value

B.

Field, Operator, then Condition

C.

Operator, Condition, then Value

D.

Value, Operator, then Field

Question 41

Where can Admins check which release is running on an ServiceNow instance?

Options:

A.

Memory Stats module

B.

Stats module

C.

System.upgraded table

D.

Transactions log

Question 42

Which are valid Service Now User Authentication Methods? (Choose three.)

Options:

A.

XML feed

B.

Local database

C.

LDAP

D.

SSO

E.

FTP authentication

Question 43

Buttons, form links, and context menu items are all examples of what type of functionality?

Options:

A.

Business Rule

B.

UI Action

C.

Client Script

D.

UI Policy

Question 44

Which allows the creation of a task-based record from Service Catalog?

Options:

A.

Record Producers

B.

UI Builder

C.

Assignment Rule

D.

Flow Designer

E.

UI Actions=

Question 45

User records are stored in which table?

Options:

A.

User [sys_user]

B.

User [sn_user]

C.

User [u_sys_user]

D.

User [s_user]

Question 46

A Role is defined as what?

Options:

A.

A collection of permissions

B.

A set of user access policies

C.

A Persona in a workflow

D.

A set of access control rules

Question 47

A subject matter expert routinely receives tasks which have been worked by first level support, before receiving the assignment

What could you suggest. to make it easier for the expert to read only the work notes in the Activity log?

Options:

A.

Click Context menu > Work Notes View

B.

Click Personalize icon and select Activity Stream

C.

Right click form header > Form Layout > Add Work Notes Section

D.

Click Funnel icon and select only work notes

E.

Click Context menu > History

Question 48

For your implementation, the following tables. are extended fram each ofher:

* Incident table is extended from Task table.

* Super Incident table is extended from Incident table,

In this situation, which table(s) are P arent, Child and Base tables?

Choose 5 answers

Options:

A.

Incident table is a Base table

B.

Incident table is. a Parent table

C.

Incident table is a Child table

D.

Super Incident table is a Child table

E.

Super Incident table is a Parent table

F.

Super Incident table is a Base table

G.

Task table is a Base table

Question 49

What module enables an administrator to define destinations for imported data on any ServiceNow table?

Options:

A.

Field Transform

B.

Transform Map

C.

Schema Map

D.

Import Map

Question 50

Which data consistency settings can be achieved using UI Policy?

Choose 3 answers

Options:

A.

Setting fields to accept the datawith ‘n’numberofcharacters

B.

Settingfields hidden

C.

Setting fields to accept the data inan expected format

D.

Settings fields read-only

E.

Setting fields mandatory

Question 51

Which ServiceNow utility provides a modern interactive graphical interface to visualize configuration items and their relationship?

Options:

A.

CSDM Schema

B.

Business Service Map

C.

Dependency View

D.

CI Class Map

Question 52

What type of field has a drop down list, from which you can pick from pre-defined options?

Options:

A.

Choice

B.

Picker

C.

Drop down

D.

Option

Question 53

Which form element displays the list of activities, or history, on a task form?

Options:

A.

Sidebar

B.

Action Stream

C.

Action Formatter

D.

Activity Formatter

Question 54

When using Flow Designer what is the Flow Execution initiated by?

Options:

A.

A trigger

B.

An existing subflow

C.

Allow logic

D.

An execution data pill

Question 55

Typically, based on Best Practice, which of the following interactions is used to make fields mandatory, read-only, and/or hidden?

Options:

A.

O Client Scripts

B.

O UI Policies

C.

O Business Rules

D.

O UI Actions

Question 56

Which field on every record contains a unique identifier for that record?

Options:

A.

sys_number

B.

sc_req_item

C.

sys_id

D.

sys_number_id

Question 57

When you set a policy that is applied to all data entered into the platform (UI, Import Sets, or Web Services), where does this policy run by default?

Options:

A.

Client

B.

Server

C.

Browser

D.

Network

Question 58

Which feature enables business process owners to organize Flow Designer content into unified and digitized cross-enterprise processes via a digitized task board Interface?

Options:

A.

Flow Designer

B.

Process Automation Designer

C.

Process Workflow Designer

D.

Workflow Editor

Question 59

What feature do you use to specify which users are able to access a Service Catalog Item?

Options:

A.

Can Read Role

B.

Catalog User Role

C.

Can Order Tab

D.

User Criteria

Question 60

You have heard about a new application released by SericeNow, You want to try it out, to-see if it might be useful for your company's ServiceNow implementation. What would be the best way to get hands-on experience with the new application?

Options:

A.

Check the latest release notes at docs.servicenow.com.

B.

Activate the application plug in, on your personal dev instance.

C.

Search the wiki for the sales demo request form,

D.

Activate the application plug in, on your company's production instance.

Question 61

Which type of scripts nun in the browser?

Options:

A.

Script include Scripts

B.

Business Rule Scripts

C.

Access Contra! Scripts

D.

Ul Policies and Client Scripts

Question 62

What is the definition of a group?

Options:

A.

An escalation pod

B.

A department

C.

A collection of users

D.

A collection of subject matter experts

E.

A team of users

Question 63

On a Business Rule, the When salting determines at what point the rule executes. What are the options for specifying that timing?

Options:

A.

Insert, Update, Delete. Query

B.

4G} Before, After, Async, Display

C.

Prior to, Synchronous, on Update

D.

Before, Synchronous, Scheduled Job, View

Question 64

What module do you use to access the reports that are available to you?

Options:

A.

Report > View /Run

B.

Reports > Homepage

C.

Self-Service>My Reports

D.

Report > Overview

Question 65

Which admin role is required to make changesto High Security Settings?

Options:

A.

security _admin

B.

sn_ad_admin

C.

high_sec_admin

D.

admin

Question 66

If you want to manage your personal tasks through a visual, drag-and-drop interface, what application would you use?

Options:

A.

Visual Task Boards

B.

Service Desk

C.

Virtual Agent Homepage

D.

Personal Task Tracker

Question 67

Which path is used on the Filter Navigator to display the list of records from the sys_user table?

Options:

A.

sys_user.view

B.

sys_user.display

C.

sys_user.do

D.

sys_user.list

Question 68

Where do you navigate to add a list of Incidents created by a user to the bottom of their user record?

Options:

A.

Context Menu > Configure > Related Lists

B.

Right-click on Form > Configure > Related Cases

C.

Right-click on the Form > Configure > Add Lists

D.

Context Menu > Configure > Related Records

Question 69

Which role(s) are required to impersonate a user?

Choose 2 answers

Options:

A.

admin

B.

sys_admin

C.

security_admin

D.

sys_user

E.

impersonator

Question 70

You have been asked to configure a form so an employee could a tablet and select the standard accessary options to purchase with it. These standard options are: carrying case, screen cleaner, tablet stand, and screen protector. What approach would you take?

Choose 3 answers

Options:

A.

Create Catalog item for the tablet, and on the form, add a check box variable for each accessary option.

B.

Create Catalog item for the tablet, and add a variable set to the form, for the accessary options.

C.

Create one Catalog item for each: tablet, carrying case, screen cleaner, tablet stand, and screen protector.

D.

Create a Records producer, and on the form, add a check box variable for each accessary option.

E.

On shopping Cart configuration, select option to show the Add Accessories button.

Question 71

A task worker asks how they can monitor any updates occurring to recands assigned to him, like responses from customers, What do you suggest?

Options:

A.

Open an Agent workspace tab for each record he wants to monitor

B.

Select Service Desk > My Work Dashboard

C.

Click on the eyeglass icon to. expand the Monitor frame

D.

On My Work list, select the Activity Stream icon to show a frame with live updates

Question 72

An order from the Service Catalog has been placed. Two records in the Platformarecreated as a result.Which tworecords are associated with tins newly ordered item?

Choose 2 answers

Options:

A.

A record of sc_task

B.

A record of sc_req_llem table

C.

A change record

D.

An Incident record

E.

A problem record

Question 73

While on an Incident record, how would you add a Tag for "Special Handling" to the record?

Options:

A.

Click on the More options (.,.) icon, click Add Tag, type Special Handling, press enter

B.

On the Special Handling field, check the box

C.

On the Tag field, select Special Handling from the choice list

D.

Click on the Context menu, select Add Tag, type Special Handling, press enter

Question 74

What is the language used for scriptingin ServiceNow?

Options:

A.

JavaScript

B.

C++

C.

PHP

D.

Python

Question 75

What are the three key tables in an enterprise CMDB? Choose 3 answers.

Options:

A.

omadb_rel_ci

B.

sn_emdb

C.

sn_emdb_ci

D.

Ey omdb

E.

sn_emdb_bak

F.

omdb_ci

G.

emdb_bak

Question 76

Which SericeNow utility gives a Service Desk agent the ability to trace from a Service having an issue, to see which Cis supporing that service have active issues?

Options:

A.

AL Service Dashboard

B.

Cl Health Dashboard

C.

Dependency View

D.

Event Management Homepage

Question 77

What options can you see, when you fight click on a Cl, from the Cl dependency view map?

Choose 3 answers

Options:

A.

View Affected Cis

B.

View Related Tasks

C.

View Recent Outages

D.

View Cases

E.

View Knowledge

Question 78

Which one of the following describes the primary operations performed against tables in the Service Now platform?

Options:

A.

Create, Rate, Update, Delete

B.

Create, Read, Upload, Delete

C.

Create, Read, Write, Delete

D.

Capture, Rate, Write, Develop

Question 79

Which action enables a user to view and specify date and time formats in their instance?

Options:

A.

Create a UI Script to set the default timezone

B.

Ask the user to adjust the time zone on their personal computer

C.

Select the User menu > Preferences > Language & Region > Set date and time format and time zone

D.

Select the User menu > Preferences > Time Settings > Toggle display time zone

E.

Use the system properties to correct the instance's time zone

Question 80

Access controls are evaluated in this order:

1. Match object against table ACL

2, Match the object against field ACL

Within step 1 above, what order are the table ACLs evaluated?

Options:

A.

Specific to general: Table.Field ACL, Parent Table.Field ACL, *.Field ACL

B.

Bottom to top: Table ACL. Table.Field ACL, Parent Table. Field ACL

C.

General to specific: Table ACL, Table.Field ACL, Parent Table, Field ACL

D.

Top to bottom: Wildcard Table ACL, Parent Table ACL, Table ACL

E.

Specific general: Table ACL, Parent Table ACL, Wildcard (*) ACL

Question 81

If a knowledge base has no access details specified, what users are able to read articles in that knowledge base?

Options:

A.

itil users

B.

Any user with an article's permalink

C.

Any active user

D.

No users

E.

Users with kb_user role

Question 82

What is the primary purpose of Form Builder in the Now Platform?

Options:

A.

To generate analytical reports from data tables

B.

To edit forms used for populating records

C.

To create new tables within the platform

D.

To configure system settings and permissions

Question 83

What resource can you use to view details of the tables and configuration items (CIs) associated with a particular use case?

Options:

A.

Scenario Dashboard

B.

CI Use Case Modeler

C.

CMDB Use Case Modeler

D.

Common Service Data Model (CSDM) product view

Question 84

Which best describes a field in a SeniceNow table?

Options:

A.

A field is a table cell that stores data

B.

A field is a table row

C.

A field is an item that appears in a menu list

D.

A field is a record in a table

Question 85

On a form, which type of Geld has this icon which can be clicked, 10 S00 a preview of the associated record?

Options:

A.

Drilkdown

B.

Lookup

C.

Quickview

D.

Preview

E.

Snapshot

F.

Reference:

Question 86

Which path would youtake to access the table configuration page from a form?

Options:

A.

The Form Context menu>View >Table

B.

TheForm Context menu > Configure > Table

C.

TheForm Context menu > Configure > Dictionary

D.

The Form Context menu > View > Show Table

Question 87

When designing a flow, how do you reference data from a record, in that flow?

Options:

A.

Drag the table icon onto the flow definition

B.

Use the condition builder to specify the desired values

C.

Specify the source table on the data pill related list

D.

Drag the data pill onto the flow definition

E.

Add the table reference using the slush bucket

Question 88

Which tool is used to define relationships between fields in an import set table and a target table?

Options:

A.

Transform Schema

B.

Schema Map

C.

Dictionary Map

D.

Transform Map

E.

Field Transformer

F.

Import Designer

Question 89

What feature can track the amount of time that a task has been open, to ensure that tasks are completed within an allotted time?

Options:

A.

Task Escalation Clock

B.

Service Level Agreements

C.

Inactivity Monitor

D.

Response Time Clock

E.

Business Time Remaining

Question 90

A change request has been approved and assigned to you as the system administrator to change the Incident number prefix from the default of "INC" to the company standard IN." What are the next steps to be taken''

Options:

A.

Go to the Number Maintenance application and change the prefix to "IN" for incident

B.

Create a Business Rule that modifies the prefix before the Insert operation

C.

The prefix of an incident cannot be changed because it is a built-in feature

D.

Submit a Change Request to ServiceNow Technical Support

Question 91

When creating a global custom table named “abc”, what is the table name that is automatically assigned by the platform?

Options:

A.

snc_abc

B.

abc

C.

u_abc

D.

sys_abc

Question 92

Which one of the following is NOT a type of Visual Task Board?

Options:

A.

Feature

B.

Guided boards

C.

Flexible

D.

Freeform

Question 93

How is a group defined in ServiceNow?

Options:

A.

A group is one record stored in the Group Type [sys_user_group_type] table

B.

A group is one record stored in the Group [sys_user_group] table

C.

A group defines a set of users that share the same location

D.

A group defines a set of users that share the same job title

Question 94

What are the steps to retrieve an Update Set?

Options:

A.

Verify Update Set is Complete, Retrieve, Preview, Apply

B.

Verify Update Set is Complete, Test Connection, Apply

C.

Verify Update Set is Complete, Test Connection, Commit

D.

Verify Update Set is Complete, Retrieve, Preview, Commit

Question 95

What is a role in ServiceNow?

Options:

A.

A role is one record m the Role [sys_user_role] table

B.

A role is one record in the Role Iuser_sys_role] table

C.

A role is a persona used In Live Feed Chat

D.

A role Is a set of modules for a particular application

Question 96

What needs to be specified, when creating a Business Rule? (Choose four.)

Options:

A.

UI action

B.

Table

C.

Fields to update

D.

Who can run

E.

Script to run

F.

Application scope

G.

Update set

Question 97

What do you call any component that needs to be managed in order to deliver services?

Options:

A.

CSDM Items

B.

CMDB

C.

Configuration item

D.

Service Offerings

E.

Asset

Question 98

What are the components that make up a filter condition? (Choose three.)

Options:

A.

Operator

B.

Match Criteria

C.

Value

D.

Column

E.

Field

Question 99

ServiceNow contains a resource which provides the following:

A standard and shared set of service related definitions across ServiceNow products and platform that will enable and support true service level reporting.

A CMDB framework across our products and platform that will enable and support multiple configuration strategies.

What resource do these statements describe?

Options:

A.

Common Services Data Model (CSDM)

B.

Information Technology Service Management (ITSM)

C.

Configuration Management Database (CMDB)

D.

Information Technology Infrastructure Library (ITIL)

Question 100

How can administrators utilize the same content for different notification channels?

Options:

A.

Configure Default notification content

B.

Enable Actionable notification content

C.

Provide Common notification content

D.

Set up Related notification content

Question 101

How do you make a list filter available to everyone?

Options:

A.

Make active, set visibility, and save

B.

Assign a name, set visibility, and save

C.

Assign a group, set visibility, and save

D.

Make active, assign a name, and save

Question 102

What would NOT appear in the Application Navigator if “service” is typed into the filter field?

Options:

A.

Configuration > Business Services

B.

Self-Service > Knowledge

C.

Service Portal > Widgets

D.

Incident > Assigned to me

Question 103

New records, new groups, and modified configuration Items (Cls): what do they have in common?

Options:

A.

They are included in an Update Set

B.

They are not captured in an Update Set

C.

They are customizations

D.

They do not have anything in common

Question 104

Which of the following are not included in an Update Set, by default? (Choose four.)

Options:

A.

Homepages

B.

Data

C.

Published Workflows

D.

Business Rules

E.

Schedules

F.

Database changes

G.

Related Lists

Question 105

What is NOT an example of a UI Action?

Options:

A.

Search

B.

Form buttons

C.

list Buttons

D.

Related Links

Question 106

Which core table in the ServiceNow platform provides a series of standard fields used on each of the tables that extend it, such as the Incident [incident] and Problem [problem] tables?

Options:

A.

Task [task]

B.

Assignment [assignment]

C.

Service [service]

D.

Workflow [workflow]

Question 107

How are local flow variables accessed in the Flow Designer Data panel?

Options:

A.

As newly generated icons

B.

As scratchpad variables

C.

As new tabs

D.

As data pills

Question 108

When impersonating a user for testing purposes, what is the best way to return the instance, logged in with your user account?

Options:

A.

Turn your computer off and on again

B.

Clear browser cache

C.

End Impersonation

D.

Log out and back in

Question 109

What Is the purpose of the Fitter navigator In the Application Navigator?

Options:

A.

Filter applications in order of use

B.

Quickly navigate to applications and modules

C.

Collapse and expand applications

D.

List applications In order of Top Requests

Question 110

What field contains a record’s 32-character, unique identifier?

Options:

A.

sn_rec_id

B.

rec_id

C.

u_id

D.

sys_id

E.

sn_gu_id

F.

sn_sys_id

G.

id

Question 111

What are two ways to generate an Event? (Choose two.)

Options:

A.

Business Rule

B.

Workflow

C.

Log entry

D.

Knowledge article publication

Question 112

Which feature allows you to automate business logic for a particular application or process such as approvals, tasks notifications, and record operations?

Options:

A.

Flows

B.

Action Sequences

C.

Action Sets

D.

Task Flows

E.

Flow Diagrams

Question 113

Which module would you use to create a new automation of business logic such as approvals, tasks, and notifications?

Options:

A.

Process Automation > Flow Designer

B.

Process Automation > Flow Administration

C.

Process Automation > Workflow Editor

D.

Process Automation > Process Flow

E.

Process Automation > Active Flows

Question 114

On the Reports page, what sections allow you to see which reports are visible to different audiences? (Choose four.)

Options:

A.

Group

B.

Department

C.

My reports

D.

Team

E.

Dashboards

F.

Global

G.

Admin

Question 115

Which tool is used for creating dependencies between configuration items in the CMDB?

Options:

A.

CI Relationship Editor

B.

CMDB Builder

C.

CI Service Manager

D.

Cl Class Manager

Question 116

A user wants to create a set of filter conditions, where they want to show records which satisfy two conditions:

Incidents where the state is Closed

Incidents where Assignment Group is Network

After clicking the Funnel icon, what should the user do?

Options:

A.

Define the first condition; click AND button; define second condition; click Run

B.

Define the first condition; click AND button; define second condition; press enter

C.

Define the first condition; click OR button; define second condition; press enter

D.

Define the first condition; click > icon on breadcrumb, define second condition; click Run

E.

Define the first condition; click > icon on breadcrumb, define second condition; press enter

Question 117

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

Options:

A.

Coalesce Data

B.

Transform Data

C.

Import Data

D.

Load Data

Question 118

What type of field allows you to look up values from one other table?

Options:

A.

Reference

B.

Verity

C.

Options

D.

Selections

E.

Dot walk

F.

Lookup

Question 119

When moving multiple update sets at one time, what might you do to facilitate the move?

Options:

A.

Batch

B.

Verify

C.

Test

D.

Preview

Question 120

The ServiceNow Virtual Agent provides assistance within a messaging interface. Which capability allows end users to configure virtual Agent to intercept and help resolve submitted incidents?

Options:

A.

Incident Auto-Resolution

B.

Ticket Resolver

C.

Virtual Agent Helper

D.

Web Intelligence

Question 121

What do you need to do before you can use an Application-based trigger in your flow?

Options:

A.

Activate application trigger spoke

B.

Activate trigger security rules

C.

Activate application spoke, and plug-ins as needed

D.

Assign Application trigger role [sn_app_trigger_write] to SME

E.

Activate application plugins only

Question 122

What are different types of Data Sources, which may be imported into ServiceNow? (Choose four.)

Options:

A.

Local Sources (i.e. XML, CSV, Excel)

B.

Implementation Spoke

C.

DataHub

D.

JDBC Connection

E.

Network Server

F.

LDAP Connection

Question 123

What is the difference between a Ul Policy and Data Policy?

Options:

A.

Data Policies run only after Ul Policies run successfully

B.

Data Policies run regardless of how data is entered Into ServiceNow, while Ul Policies are used for form interactions

C.

Data Policies can be converted into Ul Policies, but Ul Policies can not be converted into Data Policies

D.

Data Policies run when data is entered through the form, by an Import Set or by web services, while Ul Policies are set only by web services

Question 124

What is the difference between a UI Policy and Data Policy?

Options:

A.

Data Policies run when data is entered through the form, by an Import Set, or by web services, while UI Policies are set only by web services

B.

Data Policies can be converted into UI Policies, but UI Policies cannot be converted into Data Policies

C.

Data Policies run regardless of how data is entered into ServiceNow, while UI Policies are used for form interactions

D.

Data Policies run only after UI Policies run successfully

Question 125

Which ServiceNow capability provides assistance to help users obtain information, make decisions, and perform common work tasks via a messaging interface?

Options:

A.

Agent Workspace

B.

Chat bot

C.

Virtual Agent

D.

Knowledge Chat

E.

Now Support

Question 126

As an IT employee what interface would you use, if you wanted to browse internal IT documentation, like troubleshooting scripts and FAQs?

Options:

A.

Knowledge

B.

ServiceNow Wiki

C.

Knowledge Now

D.

SharePoint

E.

Stack Overflow

Question 127

A new service catalog item is being developed, but should only be visible to managers inside the HR Department. What method would you use to fulfill this requirement?

Options:

A.

Specify the Dept_Mgr role on the catalog content block

B.

Add the Department Manager group to the catalog item’s user criteria

C.

Add the Department Manager group to the catalog item’s ACL

D.

Only publish the item in the HR service catalog

E.

Use a Dept_Mgr ACL on the HR service catalog

Question 128

What is specified in an Access Control rule?

Options:

A.

Groups, Conditional Expressions and Workflows

B.

Table Schema, CRUD, and User Authentication

C.

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

D.

security_admin

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