Service Now Admin Certification Questions

1. Contextual Security-Question on hierarchy

Contextual security uses ACL, while simple security uses dictionary
entries.
Contextual security grants roles using related list roles, simple security
uses roles field
Hierarchical security manager can provide security to any level of
objects in the hierarchy
2. What does Order guide refer to in Service Catalog?
Ans: Bundled Request
3. Where BSM maps are stored? On which table? Cmdb_rel_ci
4. Which field should be there in table that identifies that it should be
captured in Update Sets?
Ans: update_synch attribute
5. Where is workflow versions captured?
Ans: wf_workflow_version
6. If workflow is not published, only checked out will it be captured in update
sets? Ans:No, only published workflows are captured in update sets.
7. What does workflow timelines represent?
Ans: Shows timestamps in graphical form for activities of workflow.
8. When Business rules can be used in Knowledge base? To publish
knowledge articles on closing of record in task tables.
9. If prefix of Incident needs to be changed,which table should I refer?
Ans : Number Maintainence table.
10. Global Search option can be found in which part of UI?
Ans : On Banner
11. In which part of UI will you find help(link to wiki) option? On banner, ?
icon
12. What is security_admin role?
Ans : It comes after enabling Hi security plugin.(Elevated privileges)
13. If a user is not given filter_global or filter_admin role, what will be the
impact?
He can save the custom filter for himself only, neither for his group
nor globally.
14. Scenario when a Interceptor can be used?
http://wiki.servicenow.com/index.php?
title=Legacy:_Using_an_Interceptor_to_Gather_Data_for_a_New_Record

15. What changes are not captured in update sets?

Ans: New user/group records.
16. Where will you find option to edit a list?

Ans :List control

17. Name the SLA scheduled jobs.
Ans : SLA breached.
18. ACL which rule will wins to restrict access to short description field of
incident?
Ans: Incident.Short Description
19. Book mark feature can be found in which UI version?
Ans : UI 11
20. How many major releases does Service Now have in a year?
Ans : 1
21. Cmdb_ci_server inherits which class?
Ans : cmdb_ci_computer
22. What are the UI components of a homepage?
Banner, Content pane and Application Navigator.
23. What should be enabled to make a KB article accessible to everyone?
Ans : It should be made public
24. How will you define a Service catalog workflow?
Ans : Define Workflow properties, Define Workflow activities, Publish
it.
25. What is a SSO integration?
Ans: Single sign on for multiple applications.
26. Home page and Impersonate Icon? house shaped icon and Key shaped
icon.
27. Coalesce in import set?
When a field is specified as coalesce, then it becomes like a unique field.
When match is found with import records? Record is updated. When
match is not found then new record is inserted.
28. SLA-Retroactive start.
Normally, sla starts when it gets attached to a task record. But you can
change its start date to some other date field by using this retroactive
start.
29. Delegate User-Request on behalf.
30. Pause condition in SLA.
31. GUI content
32. In which sections KBs are placed?
33. New release and preview release
34. What all actions can be performed with inbound email?
Ans : create or update a record
35. Role assignment
Easy, you can answer this one
36. One to many relationship in table
Eg: One user in many groups will have all group permissions

37. Content of service catalog?

Catalog items, variable, categories
38. If workflow checked out, can it be modified by any user? NO
39. UI Action/UI Policy
40. RITM stands for? Requested Item
41. Table for SLA task-task_sla
42. How KB are organized? By categories, Need to check!
43. How applications appear?-By Roles
44. If homepage is modified , system copy homepage nad create?
45. What influence system performance?
46. Content of banner in S-Now.
47. Fastest method of approving requests
48. ACL applies on?- Fields and tables
49. ESS can access- My Items, My requests, KB
50. How to change Homepage Color?
51. Import Sets characteristics
52. Data Dictionary is used for?-Database Structure
53. Upgrade of instance , Which is true?
Options: i) As an SN Admin, you will manually do it
ii) It happens once in an year at 8 pm
iii) Customizations are lost?
54. Application Navigation Search history is stored somewhere or not?
55. Service Now update set multiple on incident form.
56. Icon of reference? Lens icon
57. If a split is added in a form, how many columns get created? Two
58. Workflow editor and Service catalog differs in approval methodology?
True
59. Data inconsistency correction is done from automated?
I. Plugin
II. Configurations
III. Workflow
IV. None of these
60. When high security plugin is enabled?
61. SLA, OLA and UC are configured in which module? (SLM)
62. Which is parent table for INC, CHG, PRB? (task)
63. How can you view reports on homepage?
64. DB name for custom table? (u_tbl)
65. What changes out of below would be applied in case of a merge update
set?
66. KB articles are referred in which modules below (Service Catalog,
News, INC)
67. Where are customizations stored?

68. What things are tracked in customizations?

69. What do you mean by Elevated Privileges? (session)
70. How do you modify the field behavior? (Right click> Personalize >
Dictionary).
71. Shortcut to approve a Service Request?
72. How do you enhance Homepage performance in case of gauges?
73. ACL evaluates on below. (condition / script and roles)
74. Service catalog displays? (catalog items, order guides and record
producer)