Service Now Admin Certification Questions
Service Now Admin Certification Questions
The system is aware of our object hierarchy when it tries to identify a security rule to
apply to a particular entity. The search order for a field level rule is:
Search is:
incident.number
task.number
*.number
incident.*
task.*
*.*
Workflow Log [wf_log] - All of the events and history of the Workflow.
Workflow Activity History [wf_history] - The history of executed activities.
Workflow Transition History [wf_transition_history] - The history of executed
transitions.
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?
Scenario based: To insert Knowledge Article or Knowledge Submission through
Incident, problem or change as record is closed in these mgmt.
9. If prefix of Incident needs to be changed, which table should I refer?
Ans: Number Maintenance table [sys_number].
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?
Ans: On header bar in Banner
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 an Interceptor can be used?
Ans: In change management case to provide different option for user in case of
separate view and template
15. What changes are not captured in update sets?
Ans: New user/group records and modification to a CI record.
16. Where will you find option to edit a list?
Ans: List control
Users can edit data in lists using a variety of methods:
Quick edit functions: change applicable field values using the right-click menu.
List editor: edit field values in a list without opening a form.
Multiple records: edit more than one record at the same time using the list editor or an
editing form.
Split screen
Bookmarks
Flyout windows
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
The Configuration Item table is extended to other tables, such as Database
[cmdb_ci_database] and Computer [cmdb_ci_computer]. The Computer table is extended to
the Server [cmdb_ci_server] table, which is extended to the UNIX Server
[cmdb_ci_unix_server] table, and so on.
For example, if an Incident's Priority is changed to 1 - Critical and a Priority 1 SLA is attached
at that time, Retroactive Start means that the SLA will count from when the incident was
first created, rather than from when the Incident's Priority changed.
52. What changes out of below would be applied in case of a merge update set?
The new update set is created and changes from the original sets are moved
to the new set. Only changes that are not merged into the new set remain in the
original sets.
If the same object is updated in both sets (for example, both update sets
modify the Incident form), only the most recent change is moved to the merged
update set. The other update remains in its original update set to provide a record
of the changes that were not moved. You may want to validate that the correct
changes were moved to the new set by viewing the update set.
After merging and validating, it is a good idea to delete or empty the original
update sets to avoid applying an older change by mistake. The system does not
remove the updates that were not merged into the new set.
63. Service catalog displays? Ans: catalog items, order guides and record producer
64. Service catalog variable types????
I.Break
II.CheckBox
III.Container Start, Container End
IV.Date
V.Date/Time
VI.HTML
VII.Label
VIII.List Collector
IX.Lookup Multiple Choice
X.Lookup Select Box
XI.Macro
XII.Macro with Label
XIII.Multi Line Text
XIV.Multiple Choice
XV.Numeric Scale
XVI.Reference
XVII.Select Box
XVIII.Single Line Text
XIX.UI Page
XX.Wide Single Line Text
XXI.Yes/No
70. What is represented by order in Service catalog? Ans: how the catalog variable will
be displayed.
71. When High Security plugin is activated? Ans: Penetration testing.
72. How ACL is applied? Ans: only on table and field level.
73. Delegate Rules? Ans: User who is being delegated should be of same
department?(need to verify)
74. What is a Column and row in a table? Ans: Column is a field and row is a record.
75. If User customizes the Homepage, what happens? Ans: A prefix My is added to the
homepage.
76. What is true about Service catalog variables? Ans: They are global.
77. What is there stored in CMDB? Ans: Measurable tangible and intangible data of a
CI.
78. How to set display value for any field. Ans: By using dictionary
79. Standard recommendation for Update set..? Ans : Do not use default update set for
customization
80. Upgrade of instance, which is true?
81. Fastest method of approving requests
Options: i) As an SN Admin, you will manually do it
ii) It happens once in a year at 8 pm
iii) Customizations are lost?
82. Difference between Business Rules and Client Scripts?
83. Service Now update set multiple on incident form.
84. UI Action/UI Policy
85. Application Navigation Search history is stored somewhere or not?
86. Service Catalog workflow activities..? Ans: Workflow properties, Workflow
activities and publish
87. Which customizations would get stored in update set?
Ans:
Any changes to scripting,
new field’s customization,
Workflows
Form sections
Lists
Related lists
Choice lists
Content pages (in Content Management)
Database changes
System dictionary entries
Field labels
UI actions
UI policies
business rules
client script
88. Order the typical no of users for any SNOW instance: Ans: ESS, ITIL, Delegate
Admin and Admin
89. Catalog request flow: Ans: Item Requests, RITM, Fulfillment, Procurement
90. How to change background color? Ans: Right Click -> Personalize -> All -> Style
91. After save on form. Which fields get stored in activities log.? Ans: Audited fields
92. Home icon purpose on banner
93. In Service now which role is get option for approval a request or same etc.
(Delegate)
94. What is the standard order for incident execution?
95. How do you define New Release and Preview Release?
96. After submit incident ticket what happens to Additional Comment data?
Ans: Data stores to database and displays in activity log.
97. In case of Client Script which field should be true to apply client script on all views.?
Ans: Global field
98. Role based (if a role has assign multiple roles then which option is true)
99. What is sys_id? Ans: Unique Record Identifier (32-Character)
100. Where is data stored? Ans: Tables
101. What is condition contains? Ans: a field,an oprerator and a value
102. What is the true if we delete the system table?
Ans: Automatically recreated deleted System table in Next Upgrade
103. How to make an UI Policy global? Ans: By Check the Global field
104. Button, Related Links and Context Menu these are? Ans: UI Actions
105. What is the true about Client Script and BR?
106. How ServiceNow system is configured to send an email notification after system
Upgrade?
Ans: Define in Notification Module
107. What is the true about SluchBucket?
Ans: Fields appearing in Selected section will be present in form
108. ACL applies to? Ans: Table or Field
109. How ACL will execute? Ans: generic to specific
110. What is the use of an Order Guide? Ans: To order multiple items in single Request
111. Which module is used for create a new Catalog item?Ans: Maintain items
112. What are Sevice Catalog HomePage contains?(Record producer,Order Guide and
Catalog items)
113. How to arrange the Applications in left navigation to user?(By giving role to user)
114. Which is true to create a catalog tasks?(Workflow for Sc_req_item)
115. Which module is used to see column structure in a table?(Tables & Columns)
116. What is the use of BSM map?(Configuration item and its relationships)
117. How to define field attributes(Right click on field lable>Personalize Dictionary)
118. What is SSO?(Type of integration used to login single time and access other
application without relogin)
119. Which part of HomePage contains KB?(News)
120. What is the Processes of KB?()
121. What are the modules can be accessed by ESS in Service Catalog?(My Request and
Requested items)
122. How ACL is evaluvated?
Given a row level rule on incident, and a field level rule on incident.number, access
to the number field would be allowed only if both rules evaluated to true. Both rules
must be met before an operation is allowed.
123. What is diff between SAVE and Insert buttons?(Save button saves the changes and
remains in same page, Insert button inserts new record)
124. When Submit button Appears in the form?(only for New Record)
125. What is listing in HomePage icon?(List of home pages)
126. How to change the Development and Production instance color?
127. How to see the current version of instance as an Admin?(System Diagnostic
application >> Stats Module >> Build)
128. What are tables can be deleted?(Starts with u_)
129. What is CMDB contains?
130. What is the use of an Update Set?(To moving customization from one instance to
other instance)
131. When user modifies HomePage,What will happen?(Creates new with "MY " prefix)
132. In which place admin can edit the HomePgae?(Add Content)
133. Which is true about INC table?(Incident table extends task table)
134. Which is the Parent table for INC,PRB and CNG?
135. Where is all SLAs are stored?(task_sla)
136. What is retoactive start in SLA?(Takes the SLA start time from Date/Time field)
137. What is true about OnChange() client script?(Runs when field value canges)
138. Which is true about UI Policy?(Used to make pirority field readonly)
139. What is the use of Order field in Order Guide's variable?(arranges
the variablesin accending order in the Order Guide form)
140. What is the use of Colease filed in Update set?
141. Which is true about Update Set?(Same Transform Map can be used multiple times in
Same Import set)
142. What is SaaS? Ans: Software as a Service
143. When UI Actions appears on the form? Ans: when conditions gets satisfied
144. Can we validate workflow before publish? Ans: True
145. Arrange the No. of users in any new instance of service now. 1= most , 2= Moderate,
3= Less ,
4= very less.??
a. ESS> Delegate> ITIL> ADMIN
b. ESS> ITIL> Delegate> ADMIN
c. ADMIN> Delegate> ITIL>ESS
d. ADMIN>ESS> ITIL > Delegate
146. Additional comments field on a form
147.