Added Bonus Questions - Additional Practice - Results

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Attempt 8
All knowledge areas
All questions
Question 1: Incorrect
How do you deactivate an application?

•
The existing record will be updated with the new information

•
System applications > applications > Open the app record and uncheck the active
check box
(Incorrect)

•
Click on the pencil icon next to the Application name in the Application Navigator
and Uncheck Active
(Correct)

•
System diagnostics > upgrade history

Question 2: Correct
What does the banner frame contain?

•
Self-service items

•
Task [task] and configuration item

•
Logo and global navigation control
(Correct)

•
It is one set of table fields

Question 3: Correct
What can be used to automatically populate fields in a form?

•
Template
(Correct)
 •
Reference Qualifiers

•
Formatters

•
Assignment Rules

Explanation
Templates simplify the process of submitting new records by populating fields
automatically.

Reference: Form Template

Question 4: Correct
How are users and groups related

•
One to One

•
One to Many

•
Many to Many
(Correct)

•
Onto to Many

Question 5: Correct
If prefix of an incident needs to be changed, which table should I refer?

•
Sys_prefix

•
Incident

•
Task

•
Number Maintenance Table
(Correct)

Question 6: Correct
Core tables in ServiceNow?
 •
Task & sc_task

•
Incident & Change

•
CMDB & Task
(Correct)

•
cmdb_ci & sc_task

Question 7: Correct
Types of SLA (SLA, OLA & UC) are defined in which field?

•
Retroactive Start

•
Condition Field

•
Duration

•
Type Field
(Correct)

Question 8: Correct
ServiceNow automatically provides numbers for which tables?

•
Incident, Problem, Request

•
Incident, Problem

•
All of the above
(Correct)

•
Incident, Change, Knowledge

Explanation
IM, PM, CM, RM --> OOTB during Implementation of tables & instances
Question 9: Correct
For an incident form when saved
 •
Work notes gets overwritten

•
Additional comments get copied to work notes

•
Work notes gets chronologically logs

•
Work notes get copied to activity log
(Correct)

Question 10: Correct

Apart from admin role which other role can have access to personalize the list

•
u_user_personalize

•
personalize_list
(Correct)

•
u_sys_admin

•
personalize_view

Question 11: Correct

What are the ways to trigger an event? (Choose any two)

•
Workflows
(Correct)

•
Log Entry

•
Knowledge Article Publication

•
Business Rules
(Correct)

•
UI Pages
Question 12: Correct
What are the CMDB key tables?

•
cmdb_rel_ci & cmdb_ci
(Correct)

•
cmdb & cmdb_ci

•
task & cmdb

Question 13: Correct

When does Business Rules run? OR Specify the conditions for running Business
Rules?

•
Insert, Update, Query, Delete

•
None of the Above

•
Create, Read, Write, Delete

•
Before, After, Async, Display
(Correct)

Explanation
display: Use to provide client scripts access to server-side objects. For more
information, see Scripting with Display Business Rules
before: Use to update information on the current object. For example, a business rule
containing current.state=3; would set the State field on the current record to the
state with a Value of 3.
after: Use to update information on related objects that need to be displayed
immediately, such as GlideRecord queries
async: Use to update information on related objects that do not need to be displayed
immediately, such as calculating metrics and SLAs.

Order of execution of Business Rules:

Reference: Business rules When condition

Question 14: Correct

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?

•
Task [task]
(Correct)

•
Workflow [workflow]

•
Assignment [assignment]

•
Service [service]

Explanation
Reference: Task Table
Question 15: Correct
Cmdb_ci_appl is ______________________ for cmdb_ci table

•
Different Class hierarchy

•
Child Class
(Correct)

•
 Base Class

•
Parent Class

Question 16: Correct

Which of the following can be configured in Branding Editor?

•
Form header

•
List cell color

•
Banner color
(Correct)

•
Browser tab title

•
Banner image
(Correct)

•
Browser tab front

Explanation
Reference: Portal Branding
Question 17: Incorrect
How to make a fields mandatory at database level, before updating or inserting?

•
UI Policy

•
UI Actions

•
Client Scripts
(Incorrect)

•
Data Policy
(Correct)

Question 18: Correct

What does 'Coalesce' field mean?
 •
Fields will bind with target table

•
Fields will be set a reference key

•
None of the above

•
Fields will be set a unique key
(Correct)

Question 19: Correct

Which is not part of Workflow Editor User Interface?

•
Activity Tab
(Correct)

•
Title Bar

•
Canvas

•
Pallete

Explanation
The following are the workflow tabs:
Question 20: Correct
What is a Notification?

•
A message through Connect related to a Change Request

•
A tool for alerting users that events that concern them have occurred
(Correct)

•
A new Knowledge article created by a Business Rule

•
An email file attachment

Explanation
Notifications to manage system email, create system notifications, and configure
how your system responds to inbound email.

It is synonymous to how you receive alerts in your mobile phones in day to day life.

Question 21: Correct

LDAP records can be updated by ServiceNow? (TRUE or FALSE)

•
FALSE
(Correct)

•
TRUE

Question 22: Incorrect

Difference between personalization and customization

•
None of the above

•
Personalization is not valid for scoped application, customization is valid for
scoped application

•
Personalization is for every users and customization for a single user
(Incorrect)

•
Customization is valid for all user and personalization is valid for single user
(Correct)
Question 23: Correct
What do you have to do to edit a workflow?

•
With a reference lookup Icon, think of the caller field, you can look the up

•
You need to check it out, to prevent errors
(Correct)

•
Assign roles to groups

•
Create a new table or edit an existing table, create a new application or browse
existing application, delete all records from a table

Question 24: Correct

Which of the following closely describe onChange client ?

•
it change when form data got changed

•
it doesn't execute on on submit

•
it runs on when form load

•
it runs when there is any change in a filed defined in script
(Correct)

Question 25: Correct

The display sequence is controlled in a Service Catalog Item using which of the
following?

•
The Sequence field in the Catalog Item form

•
The Default Value field in the Catalog Item form

•
The Order field in the Variable form
(Correct)

•
The Choice field in the Variable form
Explanation
An order on variable set decides on where to position the variables on the catalog
item form. So, the display sequence is controlled in a Service Catalog Item using
Order field in variable form..
Question 26: Correct
Which of the following describe SSO?

•
it is a plugin

•
it is an integration to varify the login user.
(Correct)

•
it is an application

•
it is used for role assignment

Question 27: Correct

What purpose the record producer be used for?

•
Virtual representation of activities consisting of connected steps planned out in a
sequential manner

•
Memory, response time & available semaphores

•
Valuing, depreciating, determining, cost allocation strategy

•
Workflow based things request emergency change, wizards, etc.
(Correct)

Question 28: Correct

What happen when you unload a portal page?

•
page no longer remains operational

•
page gets published

•
page added to current update set.
(Correct)
 •
None of the options

Explanation
Reference: Unload portal page
Question 29: Correct
Which of the following protects applications by identifying and restricting access to
available files and data?

•
Verbose Log

•
Application Scope
(Correct)

•
Application Configuration

•
Access Control Rules

Explanation
Application scoping protects applications by identifying and restricting access to
application files and data.

Reference: Application scope

Question 30: Correct

Regarding update sets, Customer updates/payload is stored in ___ table?

•
sys_update_xml
(Correct)

•
incident

•
update_set

•
sys_customer_update

Explanation
The table to track Update Set changes is sys_update_xml
Question 31: Correct
Basic Knowledge publishing workflow stages are?

•
 Start > Process > End

•
Draft > Review > Published > Retire
(Correct)

•
Start > Pause > Stop

•
Created > Reviewed >Deployed

Question 32: Correct

How to control access to knowledge bases or knowledge articles for a user?

•
User Criteria
(Correct)

•
ACL

•
Group access

•
None of the options

Explanation
Reference: Managing access to KB & KA
Question 33: Correct
What would NOT appear in the Application Navigator if "service” is typed into the
filter field?

•
Service Portal > Widgets

•
Incident > Assigned to me
(Correct)

•
Self-Service > Knowledge

•
A Configuration > Business Services

Explanation
Self-Explanatory
Question 34: Correct
What is the search engine used while doing the global search in ServiceNow?

•
Zing
(Correct)

•
Zenn

•
TRX

•
Google Search

Question 35: Correct

Who can access to schema maps, tables and column module?

•
ITIL Users

•
Administrators
(Correct)

•
Approvers

•
End Users

Question 36: Correct

If a split is added in a form, how many columns get created?

•
Two
(Correct)

•
Infinite

•
Zero

•
One

Question 37: Correct

User passwords are brought to the ServiceNow system with LDAP
connection? (TRUE or FALSE)

•
FALSE
(Correct)

•
TRUE

Question 38: Incorrect

____ can be used to join two tables.

•
Database Views
(Correct)

•
Dependency Views
(Incorrect)

•
Link Tables

•
Views

Question 39: Correct

If a user has one role and that role inherit other role which of the following is true?

•
user will get the assigned role as well as the inherit role.
(Correct)

•
user will get the lowest precedent role.

•
user will get the highest precedent role only.

•
user will get the single role which is assigned.

Question 40: Correct

When no coalesce, what will happen?

•
records updated with former data

•
blank rows updated
 •
no existing records updated
(Correct)

•
all rows added

Explanation
Reference: No Coalesce
Question 41: Correct
Coalescing on a field means field will be used as a unique key? (TRUE or FALSE)

•
FALSE

•
TRUE
(Correct)

Question 42: Correct

Which of the following is not a field?

•
Script

•
Suggestion

•
Duration

•
Split
(Correct)

Question 43: Correct

Gauge is added to _____________

•
Favourite

•
Change Request

•
Homepage
(Correct)

•
User Profile
Question 44: Correct
If admin is making changes on a global homepage, where the change can be seen

•
on banner

•
on gauges

•
ui pages

•
switch pages
(Correct)

Question 45: Correct

Contextual Security-Question on hierarchy is general to specific? (TRUE or FALSE)

•
TRUE
(Correct)

•
FALSE

Question 46: Correct

Which of the following is used to categorize, flag, and locate records?

•
Search

•
Tags
(Correct)

•
Favorites

•
Bookmarks

Explanation
Tags are text labels that you can associate with items like records and pages. Tags
enable you to group and organize the items. Tags can be visible to any user (global),
visible only to specific groups or users (shared), or visible to a single user (private).
Question 47: Correct
What can you do with a Service Catalog item once it's built?

•
Group in an order guide
 •
Show users questions and choices

•
Publish it in the Service Catalog
(Correct)

•
All of the above

Question 48: Correct

Assign Role, Manager, Incidents, Problems and Change? (Select Multiple)

•
Approver

•
ITIL/Fulfiller
(Correct)

•
ESS User/End User

•
System Administrator
(Correct)

Question 49: Correct

When you have subject filled on email notification as well as on the notification
template, which one will appear on the sent email?

•
Subject from Email Notification
(Correct)

•
Both the subjects are concatenated

•
Subject from Template

•
Blank

Question 50: Correct

Base table for storing SLA records (Not SLA Definitions) is

•
sla_definition
 •
contract_sla

•
sla

•
task_sla
(Correct)

Question 51: Correct

Incident extends which table?

•
Problem

•
Change Request

•
RITM

•
Task
(Correct)

Explanation
Task is Parent Table and Incident is Child Table
Question 52: Incorrect
Difference between name _________ and label __________ of a field in a form.

•
None of these

•
Logical Value, Qualifier

•
Unique value, User-friendly
(Correct)

•
Sys_id, Reference Name
(Incorrect)

Question 53: Correct

What is a sys_id?

•
A server-side Business Rule
 •
A client-side Business Rule

•
Unique 32-character Identifier that is assigned to every record
(Correct)

•
Unique 64-character Identifier that is assigned to every record

Explanation
A unique 32-character GUID (Globally Unique ID), called a Sys ID (sys_id) identifies
each record in an instance. There are various ways a record is assigned a sys_id.

Reference: Unique Record Identifier

Question 54: Correct

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

•
Although a Service Catalog flow cannot send notifications, the flow drives
complex fulfilment processes

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

•
A Service Catalog flow is used to drive complex fulfilment processes and sends
notifications to defined users or groups
(Correct)

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

Explanation
Reference: Service Catalog Workflow
Question 55: Correct
What is the name of the role of KB admin who can manage more than one
knowledge base?

•
Knowledge_admin
(Correct)

•
Knowledge
 •
kb_admin

•
admin

Explanation
Reference: Knowledge Management Roles
Question 56: Correct
Data Inconsistency correction is done from automated?

•
Workflow

•
Plugin
(Correct)

•
None of these

•
Configurations

Question 57: Correct

What are the two ServiceNow instances does a customer receive:

•
Test and Production

•
Production and Sub-Production
(Correct)

•
Test, Development, UAT and Production

•
Development and Production

Question 58: Correct

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

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

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

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

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

Explanation
Reference: Updating records using coalesce
Question 59: Correct
If a user is member of multiple group?

•
user will get the highest precedence role only.

•
user will inherit all the roles in every group.
(Correct)

•
user can be a member of only one group.

Question 60: Correct

Multiple Choice, Single Text, and select Box are what type of elements in
ServiceNow?

•
Order Guides

•
Request Types

•
Variable Types
(Correct)

•
Related Lists

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ServiceNow Certified System Administrator(CSA) Test
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Attempt 10
All knowledge areas
All questions
Question 1: Correct
What displays a set of records from a table?

•
Dashboard

•
List
(Correct)

•
Panel

•
View

Explanation
A list displays a set of records from a table.

Users can search, sort, filter, and edit data in lists. Lists may be embedded in forms
and may be hierarchical (have sub lists).

The list interface consists of a title bar, filters and breadcrumbs, columns of data,
and a footer. Each column in a list corresponds to a field on the table.
Question 2: Correct
ServiceNow uses what term to describe all of the data saved within a particular
form?

•
Form

•
Record
(Correct)

•
Lists

•
Fields

Explanation
All of the information in the instances is stored in tables, which consist of a series of
records. The record in turn holds a series of fields that hold the individual bits of
data and can be viewed either as a list or a form.
Question 3: Correct
From the User menu, which actions can a user select? (Choose three)

•
Order from Service Catalog

•
Impersonate Users
(Correct)

•
 Send Notifications

•
Elevate Roles
(Correct)

•
Log Out ServiceNow
(Correct)

•
Approve Records

Explanation
Self-Explanatory
Question 4: Correct
Because a homepage is dynamically generated, which one of the following is a way
to influence performance!

•
Rearrange the homepage to replace all gauges at the bottom of the page.

•
Add more gauges to the homepage so that the data is used between the gauges.

•
Set refresh to off or to longer time increment.
(Correct)

•
Rearrange the homepage to replace all gauges at the top of the page.

Explanation
The administrator or any user who can modify a homepage can add performance
metric graphs to a homepage. Also, he/she can set refresh to off or to longer time
increment.
Question 5: Correct
What list does the house icon access?

•
List of company locations.

•
List of homepages.

•
List of most visited web pages.

•
 List of gauges used on homepage.
(Correct)

Explanation
Reference: Homepage Items

You can create gauges from lists of records, for example My Work and Unassigned
Incidents.
System UI > Gauges

Question 6: Correct
How can you mark a knowledge article for review?

•
Bookmark

•
On Hold

•
Review

•
Flag article
(Correct)

Explanation
You can view and contribute to feedback on knowledge articles. Flag an article as
incorrect or inappropriate.

Reference: Knowledge Feedback

Question 7: Correct
Which user in the system that receives other users messages like approval requests,
media invitations and other business messages?

•
Delegate
(Correct)

•
ESS users

•
ITIL users

•
Knowledge user

Explanation
To delegate specific roles to members of a group, navigate to User
Administration > Delegate Roles in Group and fill out the form.

Delegators assign users to seats in a scenario. Activating the delegator sends an

email notification request that they assign seats using Move Details.

Question 8: Correct
Which of the following is used to initiate a flow?

•
Core Action

•
A spoke

•
A Trigger
(Correct)

•
An Event

Explanation
Flows help in to automate processes with a sequence of reusable actions such as
manage records, ask for approvals, create tasks, and send notifications. Define
trigger conditions to start a flow and variables to pass information between actions.

All flows consist of properties, a trigger, a sequence of actions, and the data collected
or created.
Question 9: Correct
Where would you go in ServiceNow to order services and products offered by various
departments?

•
Self Service

•
Customer service

•
Service Catalog
(Correct)

•
Service Department

Explanation
Service Catalog application, create service catalogs that provide users/customers
with self-service opportunities. Customize portals where users/customers can
request catalog items such as service and product offerings.
Question 10: Correct
Which group of permissions is used to control Application and Module access?

•
Assignment Rules

•
UI Policies

•
Access Control Rules

•
Roles
(Correct)

Explanation
Reference: Roles

Assign user roles to service groups to grant users access to application services in
your organization.

Question 11: Correct

How is assignment rule followed in terms of Role, User and Group? (Choose any 2)

•
A Role is assigned to a User

•
 User is assigned to a Group
(Correct)

•
You should never assign roles to groups

•
Create Group and assign Roles to them
(Correct)

Explanation
Create groups and assign roles to them. Users assigned to the group inherit the
roles.
--> Navigate to User Administration > Groups.> Click the group to assign a role.

Add a user to a group so the user inherits all the roles assigned to the group.
--> User Administration > Groups >Group Name >Group Members > Add

A group is a set of users who share a common purpose.

A good practice is to assign roles to groups rather than to users. Administrators can
assign roles quickly to multiple users by adding the users to the group. If a user
moves to another group, the role assigned to the new group is applied automatically.
Question 12: Correct
What are the 4 aspects of SLA?

•
SLA Definition
(Correct)

•
SLA Automation
(Correct)

•
Deleting an SLA from a work order

•
Creating an SLA

•
Task SLA
(Correct)

•
SLA Workflow
(Correct)

Explanation
The four aspects are SLA Definition, Task SLA, SLA automation, SLA workflow
Question 13: Correct
My company wants to have the incident number prefix as ‘IN' instead of the default
INC. As an ADMIN, what do I need to do?

•
Go to the number maintenance application and change the prefix to "IN” for the
incident
(Correct)

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

•
Create a business rule that modified the prefix before the insert operation

•
Submit the change request to ServiceNow technical support

Explanation
Administrators can manage record numbering by navigating to System
Definition > Number Maintenance. The current number format for a table, including
the prefix (such as INC for incidents or CHG for changes), is stored in a record on the
Number [sys_number] table.
Question 14: Correct
How do you make a list filter available to everyone?

•
Assign a name, set visibility, and save
(Correct)

•
Assign a group, set visibility, and save

•
Make active, assign a name, and save

•
Make active, set visibility, and save

Explanation
In the following image, we can see we have assigned a name P1-Active, then set the
visibility to Everyone and then saved it.
Question 15: Correct
What are the types of SLA's in ServiceNow? (Choose any three)

•
SLA agreement
(Correct)

•
SLA Definition

•
Task SLA

•
Underpinning contract
(Correct)

•
SLA Automation

•
Operational level agreement
(Correct)

Explanation
There are 3 types of SLA's in Service Now i.e. SLA Agreement, Underpinning
Contract(UC) and Operation Level Agreement(OLA)
Question 16: Correct
Business Rules are used to enforce mandatory data on a form

•
True
 •
False
(Correct)

Explanation
A Business Rule is a server-side script that runs when a record is displayed, inserted,
updated, or deleted, or when a table is queried.

Use business rules to accomplish tasks like automatically changing values in form
fields when certain conditions are met, or to create events for email notifications and
script actions.

Question 17: Correct

Which one of the following statement is correct when referring to Ul Actions?

•
UI Actions are only executed on the server

•
UI Actions cannot use scripts or be scripted

•
Conditions can be specified to be determined when a UI Action appears
(Correct)

•
UI Action on the task table are not available to its extended tables

Explanation
You can include scripts in the Condition field of the UI Action form. The condition
must evaluate to true for the action to appear.
Question 18: Correct
When adding a variable to a catalog item, what does an order field determine?

•
The order field establishes the display order of the variables. Variables are listed
by ascending order values.
(Correct)

•
The order field sets the availability of the variable item by graying the item if it is
not available to, he ordered

•
The order field displays the fulfillment priority value in calculating and presenting
an expected delivery date

•
The order field value is used to display the variable by price. The order is more
expensive to less expensive

Explanation
In the below image, the orders are listed in terms of ascending order:
Question 19: Correct
Which of the following are you allowed to make customizations to?

•
A table

•
All of the above
(Correct)

•
A field

•
A form

Explanation
Customization is made to a field, table, view, form and business rule
Question 20: Correct
Which one of the following statement is true when using the slush bucket to design a
form or list?

•
When the field is moved from the selected column to the available column, the
field is removed from the list
(Correct)

•
 The available column is the list of all of the fields that are currently displayed on
the existing form

•
If the field name appears in the bold font alter being moved to the selected
column, the field is the reference field

•
To exactly position fields on the form, use the left and right buttons

Explanation
Reference: Configure items on forms

While using slush bucket, the field is moved from the selected column to the
available column, so the field is removed from the list

Question 21: Correct

What is the greatest benefit of utilizing SLA's (Service Level Agreement)?

•
The property Compute prior SLA pause time for new, retroactive SLAS (2011 SLA
engine only) will available.

•
The task SLA engine provided by the plugin can also be used to define OLAs or
Underpinning contract is in exactly same way as SLAs.

•
SLA's allow in IT Service Desk to track if their representatives are providing a
specific level of service, and run reports on the success rates of the SLA actions.
(Correct)

•
This property will be used only with the audited tables. Tables which are not
audited ignore the pause time before the creation of the record in the SLA.

Explanation
Reference: SLA
Question 22: Correct
What is the organizing structure used in the Knowledge base to organize articles?

•
Within a Knowledge Base, articles are organized alphabetically for every week of
the month

•
Within the Knowledge Base, articles are organized by the incident that they are
attached to.
 •
Within the Knowledge Base Application, me articles module organizes article by
author.

•
Within a Knowledge Base, articles are organized into categories.
(Correct)

Explanation
Knowledge base contains knowledge articles, which are organized into categories
and subcategories. For example, knowledge articles in the Human Resources
General Knowledge base are organized among six categories. (Benefits, FAQ,
Payroll, Hiring, Policies, Training).

Question 23: Correct

What does Custom Charting Plug-in allow you to do?

•
It merges data from single table in the platform create a meaningful report.

•
It combines data from inside the Service Now platform with internal data only to
produce a single chart.

•
Custom charting allows you to create charts when you have a requirement that
cannot be satisfied with the Report Application.
(Correct)

•
It combines reports that Service Now creates into a single chart.

Explanation
The Custom Charts plugin enables administrator to create custom reports in several
ways.
1. Combine reports that ServiceNow creates separately into a single chart, such as
one that displays trends for open and closed incidents.

2. Combine data from outside the ServiceNow ITSA Suite platform with internal data
to produce a single chart.

3. Merge data from multiple tables in the platform to create a meaningful report.

Question 24: Correct

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

•
Memory Stats module

•
System.upgrade table

•
Transactions log

•
Stats module
(Correct)

Explanation
Reference: System Diagnostics

Go to System Diagnostics >> Stats >> Build Name

Question 25: Correct

Which type of tables may be extended by other tables, but do not extend another
table?

•
Base Tables
(Correct)

•
Core Tables

•
Custom Tables

•
Extended Tables

Explanation
Administrators and application developers typically extend tables to create a set of
related records that share information. For example, in the base system, the Task
and the Configuration Item tables have multiple extensions.

Question 26: Correct

What does a ServiceNow Homepage provide?

•
ServiceNow documentation that did not provide an answer, copy and paste the
URL into the text box to help us improve our product documentation.

•
A dashboard of frequently used content which usually includes reports. A
personal space that is configured to be the first page seen after login. Access to
multiple personal home pages, Access to other global homepages the user has
the right to view.

•
When a user logs to ServiceNow, they'll be taken immediately to their homepage.
If the user has a personalized homepage that's what they'll see. A user sees the
homepage with the lowest Order value
(Correct)

•
 The Service Catalog ordering page is essentially also a homepage configured. It
shares the same functionality and the information below applies to it as well.

Explanation
A homepage is a ServiceNow interface that consists of navigational elements,
functional controls, and system information. Responsive and non-responsive
dashboards provide a similar interface with additional functionality.

When a user logs in to an instance, the default homepage defined for their role
appears unless the user has switched to a different homepage. Administrators can
customize several settings for homepages, including settings that control read or
write access for any homepage and how homepages render.

Question 27: Correct

Which of the following steps can be used to import new data into ServiceNow from a
spreadsheet?

•
Any user can manage and set up import sets

•
Select Import Set, Select Transform Map, Run Transform
(Correct)

•
Load Data, Create Transform Map, Run Transform

•
Select Data Source, Schedule Transform

Explanation
A transform map is a set of field maps that determine the relationships between
fields in an import set and fields in an existing ServiceNow table, such as Incident
[incident] or User [sys_user].
After creating a transform map, you can reuse it to map data from another import
set to the same table.

Importing Data into ServiceNow from spreadsheet (here Excel/CSV format)

Question 28: Correct

What are the possible file formats for importing data into ServiceNow? ( Choose any
three)

•
PDF

•
JDBC

•
HTTP/SFTP
(Correct)

•
JSON
(Correct)

•
Excel or CSV
(Correct)
Explanation
You can import data from several different file formats or external data sources.

File Formats - CSV, Excel (xls or xlsx extention), XML, JSON, Custom Parse Script.

External Data Source- JDBC, LDAP, OIDC, REST(Integration Hub), Custom(Load by

Script)

Question 29: Correct

Create Incident, Password Reset, and Report Outage: what do these services in the
Service Catalog have in common?

•
They direct the user to a record producer
(Correct)

•
They direct the user to a catalog client script

•
They direct the user to a catalog UI policy

•
They direct the user to a catalog property

Explanation
Create Incident, Password Reset, and Report outage actions direct the user to a
record producer.

Question 30: Correct

Which of the following are contained in the banner frame that runs across the top of
every ServiceNow webpage? ( Choose three)

•
Favorite Module.

•
 Welcome message.
(Correct)

•
Impersonate key.
(Correct)

•
Homepage.
(Correct)

Explanation
The banner spans the top of every page. It contains a logo and global navigation
controls. The controls are restricted based on user role. The admin user sees all of
the controls.

Question 31: Correct

What is a characteristic of importing data into ServiceNow?

•
An existing Transform Map can be used multiple times on the same import set
(Correct)

•
Any user can manage and set up import sets

•
An existing Transform Map can be used one time on the same import set
 •
Coalesce fields are used only after running Transform

Explanation
Self-Explanatory

Reference: Transform maps

Question 32: Correct

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

•
Tables and Fields.

•
Columns and Fields.

•
Tables and Columns.
(Correct)

•
Access Control

Explanation
Users can enter data in fields by using the list editor or by using a form. In form view,
fields appear as fields in the form, and in list view they appear as columns of data in
the table. Administrators can create new fields or change the type of existing fields.
Question 33: Correct
Which statement is true about business rules?

•
A business rule monitors fields on a form

•
A business rule can be a piece of Javascript
(Correct)

•
A business rule must not run before a database action occurs

•
A business rule must run before a database action occurs

Explanation
A business rule is a server-side script that runs when a record is displayed, inserted,
updated, or deleted, or when a table is queried.
Business rules can make use of scripts to take actions on records in the database. It
can be a piece of Javascript.

Question 34: Correct

Access Control rules may provide access security to which of the following database
objects?

•
For a specific CMDB Configuration item
(Correct)

•
For specific groups

•
For a specific role, group, or user
 •
For a specific row, column, or table

Explanation
Reference: Access control rules
Question 35: Correct
What is the function of User Impersonation?

•
Testing and visibility
(Correct)

•
View custom perspectives

•
Unlock Application master list

•
Activate verbose logging

Explanation
Reference: Impersonate a user

Administrators can impersonate other authenticated users for testing purposes and
view impersonation logs.

When impersonating another user, the administrator has access to exactly what that
user can access in the system, including the same menus and modules. The
instance records anything the administrator does while impersonating another user
as having been done by that user.

Question 36: Correct

A User is stored in which table?

•
User (sys_user_profile)

•
 User (sys_user_group)

•
User (sys_user)
(Correct)

•
User (user_profile)

Explanation
We have OOTB (sys_user) table for storing users, which can be accessed by typing
sys_user.LIST or navigating to users under Users Administration.

Question 37: Correct

What is the platform name for the User table?

•
users_table

•
users

•
sys_user
(Correct)

•
sys_users

Explanation
The platform name for the User table is sys_user. Ideally naming convention would
be singular, though unfortunately - out-of-the-box (OOTB) this is not always the case.
Question 38: Correct
Which one of the statement below describes the relationship between the incident
table and task table?

•
The task table extends the incident table

•
The incident table is the parent of the task table

•
The task table is the child of the incident table

•
The incident table extends the task table
(Correct)

Explanation
Task [task] is one of the core tables provided with the base system.

It provides a series of standard fields used on each of the tables that extend it, such
as the Incident [incident] and Problem [problem] tables. In addition, any table which
extends task can take advantage of task-specific functionality for driving tasks.
Question 39: Correct
When creating a global custom table named "abc”, what is the table name that is
automatically assigned by the platform?

•
abc

•
snc_abc

•
u_abc
(Correct)

•
sys_abc

Explanation
For a table in the global application, the name is prefixed with the string u_.
Question 40: Correct
Within a form, which of these methods can be used to view the Dictionary settings
for a field?

•
Right-click on the Field label and select Personalize->Dictionary.
(Correct)

•
Double-click on the field label.

•
 Right click on the Reference icon and select Personalize->Dictionary.

•
Right click on the form header and select Personalize->Form Layout.

Explanation
Reference: Data Dictionary Tables

The Dictionary Entries [sys_dictionary] table, also called the System Dictionary,
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.

Access the system dictionary in one of these ways:

To see the system dictionary list view, navigate to System Definition > Dictionary.

To view particular dictionary definition, right-click the list header, form header, or
field label, and select Configure Dictionary

Question 41: Correct

What are the different types of system imports? (Select any three)

•
Import Source

•
Run Transform
(Correct)

•
Import Destination

•
Update Transform

•
Create Transform Map
(Correct)

•
Load Data
(Correct)

Explanation
1) System Import Sets > Load Data
2) System Import Sets > Create Transform Map
3) Click Transform in the Related Links to move the data into the proper fields
Question 42: Correct
What are the 3 types of numbers from orders?
 •
Fulfillment

•
Request Number (REQ)
(Correct)

•
Catalog Task Number
(Correct)

•
Requested Item (RITM)
(Correct)

•
Procurement

•
Catalog item

Explanation
'Task' is the parent table of all task-type records in the system. It is the parent of
REQ, RITM, and SCTASK.

When you order a catalog item, the system generates a single RITM record for each
item in the cart at the time you order. These RITM records are all grouped
underneath a parent REQ record.

Depending on your workflow, you might also have SCTASK records that get
generated as children of a RITM record.

Question 43: Correct

What is a schema map?

•
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
(Correct)

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

•
A schema map graphically organises the visual task boards for the CMDB
 •
A schema map graphically displays the Configuration Items that support a
business service

Explanation
Reference: Schema Map

The schema map is a graphical representation that shows the referenced,

referencing, extended, and extending tables.

The schema map can also be printed directly from a browser.

Question 44: Correct

A role is recorded in which table?

•
Role [sys_user_role]
(Correct)

•
Role[sys_user_profile]

•
Role[sys_user_record]

•
Role[sys_user]

Explanation
Each role is assigned a default priority order number based on the role name in the
Roles [sys_user_role] table.
Question 45: Correct
Conditions that are evaluated against Users to determine which Users can create,
read, write, and retire knowledge articles

•
User Criteria
(Correct)

•
User info

•
User permissions

•
User conditions

Explanation
Reference: User Criteria

User criteria records define conditions that are evaluated against user records. It
tells which users can create, read, write, and retire knowledge articles

Question 46: Correct

Making the background colour of the Development instance different from the
Production instance makes it easily recognizable. Which one of the following is a
correct list of steps to customize the background colour of the header bar?

•
Rightmost portion of the page header and browser title > type on color code >
refresh page.

•
Banner and List caption background color > drag new color into banner > save.

•
Rightmost portion of the page header and browser title > type on color code>
save.

•
Rightmost portion of the banner > Gear icon > Theme.
(Correct)

Explanation
Themes apply style settings to a portal to give your site a consistent look and feel
across all pages.
Click the gear icon ( ) in the banner frame to access the System Settings window.
Select the Theme tab, and then select the theme.
Question 47: Correct
What is a Service Level agreement?

•
SLAs are used ensure that a task reaches and conditions within a certain amount
of time, such as ensuring that an incident is closed or resolved immediately when
assigned.

•
A Service Level Agreement is a part of Service contract where a service is
formally defined. In practice, the term SLA is sometimes used to refer to the
contracted delivery time.

•
A Service Level Agreement is negotiated agreement between two or more parties,
where one is the customers and others are service providers.
(Correct)

•
 A record in the SLA table which defines a set amount of time for a task to reach
certain condition, the tables to access and what type of SLA is being evaluated.

Explanation
Service Level Managers are responsible for a set of agreements between a service
provider and customer that define the scope, quality and speed of the services being
provided.
Question 48: Correct
Table Access Control rules are processed in which of the following order:

•
any table name (wildcard), table name, parent table name

•
table name, parent table name, any table name (wildcard)
(Correct)

•
parent table name, table name, any table name (wildcard)

•
any table name (wildcard), parent table name, table name

Explanation
Table ACL rules are processed in the following order:

1. Match the table name. For example, incident.

2. Match the parent table name. For example, task.
3. Match any table name (wildcard). For example, *.

Just like with field ACL rules, the system grants the user access to the record object
secured by the ACL rule and stops searching for matching ACL rules the first time a
user passes a table ACL rule's permissions.

How ACL evaluates permissions:

Question 49: Correct
Which one of the following is an example of a one-to-many relationship?

•
The Task table task assigned to field references the user table [sys_user].
(Correct)

•
The incident[incident]table references at tables with open tasks.

•
Incident table[incident opened field references the calendar table[sys_ calendar]

•
User table[sys_user]reference the Task table tasks assigned to field.
Explanation
One-to-Many: A one-to-many relationship is created just by adding a new Reference
field to a table. The reference field is the 'One' end and the associated related list on
the other end is the 'Many'.
(ServiceNow does not have a concept of a 'One to One' relationship)

Within a table, a field can hold a reference to a record on another table. There are
three types of one-to-many relationship fields:
Reference Field, Glide List, Document ID Field

Question 50: Correct

What is generated from the Service Catalog once a user places an order for an item
or service?

•
An SLA

•
A change request

•
An Order Guide

•
A request
(Correct)

Explanation
End users can request published services through the service catalog.

When a user requests a service, the ServiceNow system creates a new task for that
service category. Service fulfillers complete these tasks to fulfill the request.

Question 51: Correct

What is the language used for scripting in ServiceNow?

•
Java

•
AngularJS

•
Jelly

•
JavaScript
(Correct)
Explanation
Most programming in ServiceNow is in Javascript. However there are branches to
other types at times:

JavaScript - main programming language used in ServiceNow, used for scripting

purposes

Angular JS - Used in Service Portal and other places

JQuery, node.js, and Bootstrap, ECMAScript - Scripting libraries used at times

HTML/CSS - Used throughout ServiceNow and the Service Portal

Apache Jelly - Used in UI Pages. Being replaced by Angular JS.

Question 52: Correct

ServiceNow is a Cloud based ITSM tool built on which of the following?(Choose any
5)

•
PaaS
(Correct)

•
JDBC Platform

•
SaaS
(Correct)

•
ITIL v3
(Correct)

•
Web 2.0
(Correct)

•
IT 3.0
(Correct)

Explanation
It is a Cloud based ITSM tool built on web 2.0, SAAS, ITIL v3, Paas and IT 3.0.
Besides ITSM, ServiceNow has other systems, for instance, ITOM, ITBM, Security,
Customer Service, HR Service Management tools and a number of others.
Question 53: Correct
What are the different Visual Task Board Structures used in ServiceNow? (Select 3
choices)
 •
Lanes

•
Freeform
(Correct)

•
Guided
(Correct)

•
Flexible
(Correct)

•
Dashboard

Explanation
Visual Task Boards transform the boring to-do list into an interactive and visually
pleasing experience. They serve as a great tool for lengthy projects with multiple
team members where organization is key. Tasks are displayed as cards which can
be moved across different lanes to represent the status of that task. All changes are
tracked in real-time, so your team is always up to date on where tasks stand.

Visual Task Boards can be created in three different layouts: Freeform, Flexible and
Guided. Each layout has unique settings that cater to specific needs. For example,
Guided boards are best for Project Managers who want to assign individual tasks to
specific members of the project team.

Different types of task boards work for different kinds of task management.

1) Freeform boards: Display all types of task records, including personal tasks.
Members of freeform boards can add and remove task cards and lanes.
2) Flexible boards: Display tasks that match a filter against a particular table.
Members of flexible boards can add task cards. Cards are removed automatically
when the tasks no longer match the filter conditions. Members can define custom
lanes, similar to a freeform board.
3)Guided boards: Similar to flexible boards except that guided board lanes
correspond to field values and cannot be edited in most cases.

Question 54: Correct

In SLA definition, what are the conditions that will trigger an SLA?

•
Start condition, Pause condition, Stop condition.
(Correct)
 •
Start Condition, Stop Condition, Pause condition, Reverse condition.

•
Start condition, Top condition, Pause condition.

•
Start condition, top condition.

Explanation
You can set four SLA conditions: start, pause, stop, reset.
Start condition - Enables you to define the conditions under which the SLA will be
attached.
Pause condition - Enables you to define the conditions under which the SLA will
suspend increasing elapsed time
Stop condition - Enables you to define the conditions under which the SLA
completes.
Reset condition - Enables you to define the conditions under which the running SLA
will be completed and a new SLA will be attached.
Question 55: Correct
Which one of the following statements correctly describes the different client script
and a business rule?

•
A client script runs before a record is located and a business rule runs after a
record is loaded

•
A client script runs on the client-only on load of a record. A business rule runs on
the server only after a record is loaded, inserted, deleted or updated

•
A client script runs on the client side on load, on change of a field, or on
submission of a save on the record. A business rule on the server before or after
a record is loaded, inserted, deleted, or updated
(Correct)

•
A client script runs on the server and a business rule runs on the client

Explanation
Implement both business rules and client scripts for a field to enable users to set
record values properly using both forms and lists, and to see immediate changes to
the values in forms as edits are made.

The problem with using only a client script or a business rule to control updates to a
field is that fields can be changed on either a form or a list. Client scripts and UI
policies run on forms only (client-side) and do not apply to list editing.
Business rules on a form are not dynamic, the user must update the record for the
change to be seen. This makes using client scripts the preferred method for
controlling field values on forms.

Question 56: Correct

Which one of the following is true characteristics for workflow in Service Catalog?

•
Workflows can have a maximum of five rounds of approval actions

•
Workflows can have a multiple rounds of approval actions

•
The start & end activities in workflow can be changed

•
Only one rollback activities is allowed in a workflow
(Correct)

Explanation
Reference: Rollback Workflow Activity

Workflow in service catalog has only one Rollback activity.

Question 57: Correct

Which one of the following statements is true for system administrators who are
deleting tables?

•
Only tables beginning with ‘u_’ can be permanently deleted
(Correct)

•
Deleting the table doesn't delete other associated elements like views and
gauges. The elements must be deleted separately

•
An ESS user can delete any configuration item that is referenced by the problem
table, saving you time

•
Deleting an out of box system table permanently deletes it from use by all
instance at a customer side

Explanation
Administrators can delete custom tables that are no longer needed. For example,
delete a table from an application that is under development because the business
requirements change.
A table is custom if an administrator created it and it is not part of a system upgrade
or plugin activation. Custom table names always begins with u_, or x_ for scoped
tables.

Question 58: Correct

Which tool is used to create dependencies between configuration items in the
CMDB?

•
CI Class Manager
(Correct)

•
CI Service Manager

•
CI Relationship Editor

•
CMDB Builder

Explanation
Although ServiceNow has individual modules that provide ways to configure tables,
identification rules, relationships, and CMDB health definitions. The CI Class
Manager brings all of this together and provides a centralized place to view the
CMDB class hierarchy in a tree-view format as well as view or edit class definitions
and class settings for identification rules, reconciliation rules, and CMDB Health.
Question 59: Correct
What are two of the settings that can be made in the contextual security manager?

•
Ability to disable applications and to set the maximum notification size.

•
Ability to change release dates and restrict automatic notifications.

•
Ability to set the maximum attachment size and specify the attachment file
types.
(Correct)

•
Ability to change release dates and manage group personnel.

Explanation
Contextual Security Manager protects your data by controlling read, write, create,
and delete authorization. The two settings that can be made in this regard are the
ability to set the maximum attachment size and specify the attachment file types.
Question 60: Correct
What is the difference between UI Policy and UI Action?

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

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

Explanation
UI actions include the buttons, links, and context menu items on forms and lists.
Configure UI actions to make the UI more interactive, customized, and specific to
user activities.

UI policies dynamically change the behavior of information on a form and control

custom process flows for tasks.

Retake test
Continue
Fullscreen

ServiceNow Certified System Administrator(CSA) Test

1 - Results

Return to review

Attempt 7
All knowledge areas
All questions
Question 1: Correct
A REQ number in the Service Catalog represents.

•
the task to complete

•
the stage

•
the individual item in the order

•
the order number
 (Correct)

Explanation
Reference: Track a request
Question 2: Correct
What are the two aspects to LDAP Integration?

•
Data formatting

•
Authentication
(Correct)

•
Data Population
(Correct)

•
Authorization

Explanation
Administrators integrate with a Lightweight Directory Access Protocol (LDAP)
directory to streamline the user login process and automate administrative tasks
such as user creation and role assignment.

Data population:-

An integration to your LDAP server(s) allows you to quickly and easily populate the
instance with user records from your existing LDAP database. In case of data
inconsistencies, configuration settings provide the ability to create, ignore, or skip
records.

Authentication:-

When one of your users enters their domain credentials in the login page, the
application passes those credentials to the defined LDAP server(s).

Question 3: Correct
Access Control rules may be defined with which of the following permission
requirements? (Choose 3)

•
User Criteria

•
Roles
(Correct)

•
 Groups

•
Conditional Expressions
(Correct)

•
Assignment Rules

•
Scripts
(Correct)

Explanation
Access control rules(ACL) or access controls, restrict access to data by requiring
users to pass a set of requirements before they can interact with it.

The permissions specify when someone can access the named object and
operation. Security administrators can specify permission requirements by adding:

1. One or more user roles to the requires role list.

2. One or more conditions.
3. A script that evaluates to true or false or sets the answer variable to true or false.

Question 4: Correct
Which term refers to application menus and modules which you may want to access
quickly and often?

•
Favorite
(Correct)

•
Bookmark

•
Breadcrumb

•
Tag

Explanation
Items you add as favourites appear in the favourites tab of the application navigator,
which is represented by a star icon.
Question 5: Correct
Which of the following statement describes the purpose of an Order Guide?

•
Order Guide restrict the number of items in an order to only one item per request

•
Order Guide provides a list of guidelines for Administrators on how to set up item
variables

•
Order Guide provides the ability to order multiple, related items as one request
(Correct)

•
Order Guides take the user directly to the checkout without prompting for
information

Explanation
Order guide submits a single service catalog request that generates several items.

Order guides determine which catalog items to order by evaluating order guide rule
conditions. Information the customer enters within the order guide can be passed as
cascading variables to the ordered items, allowing common information to be reused
across multiple items.

Reference: Order Guide

Question 6: Correct
What is the primary application used to load data into ServiceNow?

•
System Import Sets
(Correct)
 •
Service Level Management

•
System Update Sets

•
Configuration

Explanation
To load data from a data source into a staging table, use the Application Navigator in
the main ServiceNow browser window to open System Import Sets > Load Data. The
configuration options vary depending on the Data Source. In the example, the Data
Source is an Excel file. The staging table, x_snc_employee_spe_occasions_staging, is
created dynamically.

Question 7: Correct
What refers to an application or system that accesses a remote service or another
computer system, known as a server?

•
Policies

•
Server
 •
Script

•
Client
(Correct)

Explanation
Client roles define access within the application. ServiceNow provides these roles
and modifying them is not recommended.
Question 8: Correct
Which type of interface enables you to display multiple performance analytics,
reporting and other widgets on a single screen?

•
Timeline

•
Dashboard
(Correct)

•
Form

•
List

Explanation
The ServiceNow Dashboards product enables you to display multiple performance
analytics, reporting, and other widgets on a single screen. Use dashboards to create
a story with data you can share with multiple users.
Question 9: Correct
Which tool is used to have conversations with logged-in users in real-time?

•
Connect Chat
(Correct)

•
User Presence

•
Comments

•
Now Messenger

Explanation
Connect Chat is a real-time messaging tool that enables users to chat with
individuals and groups, quickly share files, and collaborate on any record by
connecting with the right people instantly.

Connect Chat animates communication around records, Visual Task Boards, topics
of interest, or groups of people.

Question 10: Correct

A knowledge article must be which of the following states to display

•
Reviewed
 •
Retired

•
Drafted

•
Published
(Correct)

Explanation
When the state of an article changes to Published, the state of any previous
published versions of that article changes to Outdated.

Note: After a knowledge article with an ownership group is approved, only the owner
of a knowledge base and ownership group members have contribute access to the
article.

Question 11: Correct

What is the name of the conversational bot platform that provides assistance to help
users obtain information, make decisions, and perform common tasks?

•
Live Feed

•
Virtual Agent
(Correct)

•
Answer Agent

•
Connect Chat

Explanation
ServiceNow Virtual Agent is a platform for providing user assistance through
conversations within a messaging interface. Use ServiceNow Virtual Agent to design
and build automated conversations that help your users quickly obtain information,
make decisions, and perform common work tasks.
Question 12: Correct
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 records
(Correct)

•
To present related fields

Explanation
Related lists appear on forms and show records in tables that have relationships to
the current record.

Users can view and modify information in related lists like any other list.
Administrators can configure related lists to appear on forms and in hierarchical lists
by configuring a form.

Reference: Related Lists

Question 13: Correct

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

•
They run behind the scenes.

•
They provide options.

•
They are the building blocks.
(Correct)

•
They are optional

Explanation
Service Catalog Items are the building blocks to the Service Catalog.

Reference: Service Catalog

Question 14: Correct

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

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

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

•
Insert creates a new record and Update save changes, both exits the form
(Correct)

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

Explanation
'Submit' or 'Update' save changes and returns previously viewed page.

'Insert' will create a duplicate record of the current record and will take you back to
the list view (i.e. inserts and moves to the previous page generally)

'Insert & Stay' lets you stay on the same page and inserts the record.

'Save' saves the record and stays on form.

Question 15: Correct
Which one of the following statements is a recommendation from ServiceNow about
Update Sets?

•
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

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

•
Avoid using the Default Update set as an Update Set for moving customization
from instance to instance
(Correct)

Explanation
An update set is a group of configuration changes that can be moved from one
instance to another.

Only one update set can be the default set for any application scope. So, avoid using
default update set.

Question 16: Correct

A Service Catalog may include which of the following components?

•
Order Guide, Exchange Rates, Calendar

•
Catalog Items, Asset Contracts, Task Surveys

•
Record Producer, Order Guide, and Catalog Items
(Correct)

•
Order Guide, Catalog Items, and Interceptors

Explanation
The basic Service Catalog item types include:

Record producers: giving alternative ways of adding information such as Incidents

via the service catalog.
Order guides: to group multiple catalog items in one request.

Content Items: catalog items which provide information instead of goods or

services.

Question 17: Correct

How is the Event Log different from the Event Registry?

•
Event Log contains generated Events, the Event Registry is a table of Event
definitions
(Correct)

•
Event Log is the same as the Event Registry

•
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)

Explanation
The event log records all system events that occur within the system.

The events registry lists the events the system recognizes. Use registered events to
automate other activities, such as script actions or notifications.

Question 18: Correct

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

•
Record Maintenance

•
Table Maintenance

•
System Maintenance

•
Number Maintenance
(Correct)

Explanation
Administrators can manage record numbering by navigating to System
Definition > Number Maintenance.
Question 19: Correct
Which of the following statements describes how data is organized in a table

•
A column is one field and a record is one column

•
A column is a field in the database and a record is one user
(Correct)

•
A column is one field and a record is one row

•
A column contains data from one user and a record is one set of fields

Explanation
A table is a collection of records in the database.

Each record corresponds to a row (horizontal data) in a table and has information
about a single user.

Individual pieces of data or a particular cell is known as field.

Each field in a record corresponds to a column (vertical data) on that table.

Reference: Table Administration

Question 20: Correct

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

•
[sys_master_db]

•
[sys_master_object]

•
[sys_db_object]
(Correct)

•
[sys object db]

Explanation
The Tables [sys_db_object] table contains a record for each table in the database.
Access the Tables list by navigating to System Definition > Tables. Administrators
can create a custom table, add or modify columns in a searchable and sortable
embedded list, and define the auto-number format.

Question 21: Correct

In what order should filter elements be specified?

•
Operator, Condition, then Value

•
Field, Operator, then Value
(Correct)

•
Field, Operator, then Condition

•
Value, Operator, then Field

Explanation
Order for filter condition:

Field --> Order --> Value

Question 22: Correct

Tables are made up of which of following?

•
records
(Correct)

•
forms

•
fields
(Correct)

•
lists

Explanation
The individual pieces of data in a record are called fields. Records in tables can be
numbered automatically.

Question 23: Correct

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

•
Client Script

•
UI Policy

•
Business Rule

•
UI Action
(Correct)

Explanation
UI actions include the buttons, links, and context menu items on forms and lists.
Configure UI actions to make the UI more interactive, customized, and specific to
user activities.

Administrators and users with the ui_action_admin role can define UI actions.

Question 24: Correct

IntegrationHub enables execution of third-party APIs as a part of a flow. These
integrations are referred to as:

•
A connection

•
A spoke
(Correct)

•
An action

•
An Integration step

Explanation
A spoke is a scoped application that includes Flow Designer or IntegrationHub
actions or subflows. A spoke is a logical grouping of related actions, subflows, and
supporting application files. Developers and Process Designers can reuse spoke
logic in their own applications. IntegrationHub includes baseline spokes. Developers
can obtain additional spokes from the ServiceNow Store, Share, or create their own.
Question 25: Correct
Which of the following can be customized through the Basic Configuration UI 16
module?

•
Record Number Format

•
Form Header Size

•
Banner Image
(Correct)

•
System Date Format
(Correct)

•
Browser Tab Title
(Correct)

Explanation
The Basic Configuration UI16 module to brand your instance with your company logo
and colors and set basic system defaults. This place is the best starting point if you
are setting up your instance for the first time or if you have recently enabled UI16.

Navigate to System Properties > Basic Configuration UI16.

Customization can be made to Banner Image, System Date Format, Browser Tab
Title, etc

Question 26: Correct

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

•
Dot-Walking
(Correct)

•
Sys ID Pulling

•
Table-Walking

•
Record-Hopping

Explanation
Dot-walking provides access to fields on related tables from a form, list, or script.

If the current table contains a reference to another table, any field on the referenced
table can be accessed using dot-walking.

Question 27: Correct

What is a formatter? Select one of the following

•
A formatter set of conditions applied to a table to help find and work with data

•
A formatter is a form element used to display information that is not a field in the
record
(Correct)

•
A formatter allows you to automate fields automatically

•
A formatter allows you to configure applications on your instance

Explanation
Reference: Formatter
Question 28: Correct
Which of the following is not a valid field type (for Incident Table)?

•
Long String
(Correct)

•
Currency

•
Suggestion

•
None of the above

Explanation
Reference: Database field types
Question 29: Correct
When using the Load Data and Transform Map process, what is the Mapping Assist
used for?

•
Mapping fields using the Import Log

•
Mapping fields using Transform History

•
Mapping fields using a Field Map
(Correct)

•
Mapping fields using an SLA

Explanation
You can map fields in a number of ways depending on the circumstances of the
import and whether data must be transformed prior to loading onto a production
table.

Field maps establish a relationship between a field in an import set table and a field
in the target table.
Question 30: Correct
Which one of the following statements best describes the purpose of an Update Set?

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

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

•
An Update Set is a group of customizations that is moved from Development to
Production
(Correct)

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

Explanation
An update set is a group of configuration changes that can be moved from one
instance to another. This feature allows administrators to group a series of changes
into a named set and then move them as a unit to other systems for testing or
deployment.

Note: Update sets customization are moved from Development(DEV) to

Production(PROD).

Reference: Update Sets

Question 31: Correct
What is the Import Set Table?

•
A staging area for imported records
(Correct)

•
A repository for Update Set information

•
A table that determines relationships

•
A table where data will be placed, post-transformation

Explanation
Import Set Table : A table that acts as a staging location for records imported from a
data source prior to transforming those records. Fields on these tables are
generated automatically based on imported data and should not be modified
manually.
Question 32: Correct
Which of the following are valid Service Now User Authentication Methods? (Select
Three)

•
Local database
(Correct)

•
SSO
(Correct)

•
LDAP
(Correct)

•
FTP authentication

•
XML feed

Explanation
The valid Service Now User Authentication Methods are Single Sign On(SSO), LDAP
and Local Database.

Reference: User Authentication

Question 33: Correct
Which one of the following statements describes the contents of the Configuration
Management Database (CMDB)?

•
The CMDB contains ITIL process data pertaining to configuration items

•
The CMDB contains the Business Rules that direct the intangible, configurable
assets used by a company

•
The CMDB contains data about tangible and intangible business assets
(Correct)

•
The CMDB archives all Service Management Paas equipment metadata and
usage statistics

Explanation
With the ServiceNow Configuration Management Database (CMDB) application,
build logical representations of assets, services, and the relationships between them
that comprise the infrastructure of your organization. Details about these
components are stored in the CMDB which you can use to monitor the infrastructure,
helping ensure integrity, stability, and continuous service operation.

ServiceNow CMDB:

Question 34: Correct

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

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

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

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

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

Explanation
Use the Graphical Workflow Editor to create service catalog workflows that drive
catalog request fulfillment.

After creating a workflow, attach it to any catalog item in the Workflow

reference field on the item form.

Creating a workflow involves:

1. Defining the new workflow fields

2. Defining workflow activities

3. Publishing the new workflow

Question 35: Correct

Reports can be created from which different places in the platform? (Choose two)

•
Statistics module

•
View / Run module
(Correct)

•
List column heading
(Correct)

•
Metrics module

Explanation
ServiceNow reports are visualizations of your data that you can share with users on
dashboards and service portals, export to PDF, and send via email. They can be
created using List Column Heading or View/Run Module.
Question 36: Correct
The baseline Service Catalog homepage contains links to which of the following
components?

•
Order Guides, Catalog Items, and Workflows

•
Record Producers, Order Guides, and tem Variables

•
Order Guides, Item Variables, and Workflows

•
Record Producers, Order Guides, and Catalog Items
(Correct)

Explanation
The homepage for a service catalog provides the primary front end for ordering
items within that catalog. It contains links to Record Producers, Order Guides, and
Catalog Items
Question 37: Correct
Which would NOT appear in the History section of the Application Navigator?

•
Forms

•
UI Pages
(Correct)

•
Records

•
Lists

Explanation
History entries are stored in the Navigator History [sys_ui_navigator_history] table.
The system creates history entries for many types of content, including lists, records,
and homepages. Some content types are not tracked in the history, such as UI pages
and other non-standard interfaces.
Question 38: Correct
When searching using the Application Navigator search field, what can be returned?
(Choose four)

•
Names of Applications
(Correct)

•
Names of Applications and Modules
(Correct)

•
Favorites
(Correct)

•
Titles of Dashboard Gauges

•
History Records

•
Names of Modules
(Correct)

Explanation
The application navigator, or left navigation bar, provides access to all applications
and the modules they contain, enabling users to quickly find information and
services.

An application is a group of modules, or pages, that provide related information and

functionality in an instance.

The application navigator also provides access to favorites and recently viewed
items.

Question 39: Correct

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

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

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

•
A metric is used to measure and evaluate the effectiveness of IT service
management processes
(Correct)

•
A metric is a time measurement used to report the effectiveness of workflow and
SLAs.

Explanation
A metric measures and evaluates the effectiveness of IT service management
processes.
For example, a metric could measure the effectiveness of the incident resolution
process by calculating how long it takes to resolve an incident.

Reference: Metrics

Question 40: Correct

Which one of the following statements is true about Column Context Menus?

•
It displays actions related to filtering options, assigning tags, and search

•
It displays actions such as view form, view related task, and add relationship

•
It displays actions related to viewing and filtering the entire list

•
It displays actions such as creating quick reports, configuring the list, and
exporting data
(Correct)

Explanation
The list context menu offers the following controls.

Sorting, Showing Visual Task Board, Group By, Update, Bar Chart/Pie Chart,
Configure, Import/Export and Create Application Files

Question 41: Correct

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
(Correct)

Explanation
A task is a specific type of record, controlled by the base class task. Within the
platform, all ITIL processes are handled through tasks.
Tasks are created by users who are requesting the task to be performed, and are
then updated as the task moves along the workflow. A task is created, work is
performed upon it, and eventually it moves to a resolved state. Tasks allow users to
request tasks, and track how they are being fulfilled by the appropriate parties. Tasks
can be assigned to specific users or user groups. Many tasks are extended by child
classes, such as Incident or Change.

Question 42: Correct

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

•
Service Catalog variables cannot affect the order price

•
Service Catalog variables can only be used in Record Producers

•
Service Catalog variables can only be used in Order Guides

•
Service Catalog variables are global by default
(Correct)

Explanation
Global : An option to show the variable in all catalog tasks within service catalog
workflows or execution plans by default. The variable must be attached to individual
catalog tasks if this option is not selected.

Reference: Service Catalog variable

Question 43: Correct

Which of the following allows a user to edit field values in a list without opening the
form?

•
Data Editor

•
List Editor
(Correct)

•
Form Designer

•
Edit Menu

Explanation
The list editor allows you to edit field values directly from a list without navigating to
a form.

Question 44: Correct

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

•
The Dependency View
(Correct)

•
A Database
(Correct)

•
Tables and Fields
(Correct)

•
Service Processes
(Correct)

•
User Permissions

Explanation
With the ServiceNow Configuration Management Database (CMDB) application,
build logical representations of assets, services, and the relationships between them
that comprise the infrastructure of your organization.
Question 45: Correct
Which one of these applications is available to all users?

•
Incident

•
Change

•
Facilities

•
Self-Service
(Correct)

Explanation
The Self-Service application gives supported end users a clean, simple front end to
their IT support organization.

By default, the Self-Service application provides access to common actions, such as

viewing your homepage, accessing the Service Catalog, viewing knowledge articles,
working with incidents, and taking surveys.

Below is the Service Portal image:

Question 46: Correct

What are the three components of a filter condition?

•
Table
 •
Field
(Correct)

•
Value
(Correct)

•
Operator
(Correct)

Explanation
Condition builder format works in Field > Operator > Value fashion.
Question 47: Correct
How are Workflows moved between instances?

•
Workflow cannot be moved between instances

•
Workflows are moved using Application Sets

•
Workflows are moved using Update Sets
(Correct)

•
Workflows are moved using Transform Maps

Explanation
The system tracks workflows in update sets differently than other records because
workflow information is stored across multiple tables.

Changes made to a workflow version are not added to the update set until
the workflow is published, at which point the entire workflow is added into the
update set.

Question 48: Correct

What information does the System Dictionary contain?

•
The human-readable labels and language settings

•
The language dictionary used for spell checking

•
The information on how tables relate to each other
 •
The definition for each table and column
(Correct)

Explanation
The system dictionary is a table, called Dictionary Entry [sys_dictionary], that
contains details for each table and the definition for every column on each table in
an instance.

Each row in the system dictionary represents either a table or a column in one of the
tables. The system dictionary provides options for administrators to modify tables
and fields, which in turn define lists and forms.

Reference: System Dictionary

Question 49: Correct

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
(Correct)

Explanation
Dictionary overrides provide the ability to define a field on an extended table
differently from the field on the parent table.

For example, for a field on the Task [task] table, a dictionary override can change the
default value on the Incident [incident] table without affecting the default value on
Task [task] or on Change [change].
Question 50: Correct
What is a Record Producer?

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

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

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

•
A Record Producer creates user records

Explanation
A record producer is a specific type of catalog item that allows end users to create
task-based records, such as incident records, from the service catalog.

Use record producers to provide a better end-user experience instead of using the
regular task-based form for creating records.
Question 51: Correct
Which of the following are a type of client scripts supported in ServiceNow? (Choose
four.)

•
onEdit

•
onSubmit
(Correct)

•
onChange
(Correct)

•
onCellEdit
(Correct)

•
onLoad
(Correct)

•
onUpdate

•
onSave

Explanation
Client scripts are shipped to the client (the browser) and run there instead of on the
server.

Users who know JavaScript can define scripts to run in the client browser.

Several types of scripts are supported:

1. onLoad(): Runs when a form is loaded.
2. onChange(): Runs when a particular widget changes value.

3. onSubmit(): Runs when a form is submitted.

4, onCellEdit(): Runs when a cell on a list changes value.

[Note: Best practice for performance reasons is to limit the amount of code sent to
the client. You should always be aware of the impact on the client when adding client
scripts.]

Question 52: Correct

What module in the Service Catalog application does an Administrator access, to
begin creating a new item?

•
Maintain Categories

•
Maintain Items
(Correct)

•
Content items

•
Items

Explanation
Role required: admin

Procedure

1) Navigate to Service Catalog > Catalog Definition > Maintain Items.

2) Click New.
3) Enter the catalog item details.

Question 53: Correct

Which of the following statements is true when a new table is created by extending
another table?

•
The new table inherits all of the fields of the parent table and can also contain
new fields unique to itself
(Correct)

•
The new table inherits all of the fields, but does not inherit Access Control rules,
Client Scripts, and UI Policies of the parent table

•
The new table archives the parent table and assumed its roles in the database

•
The new table inherits all of the Business Rules, Client Scripts, and UI Policies of
the parent table, but none of the existing fields

Explanation
When you add new field to parent, that field will automatically be inherited by all child
tables.

Question 54: Correct

What are the main Ul component(s) of the ServiceNow Platform? (Choose 3)

•
Content Frame
 (Correct)

•
Content Menu

•
Banner Frame
(Correct)

•
Application Navigator
(Correct)

•
Application Frame

•
Banner Navigator

Explanation
Main Ul component(s) of the ServiceNow Platform are:

Banner Frame : Runs across the top of every page and contains a logo, global
navigation controls, and tools.

Application Navigator : Also called the left-navigation bar. Provides links to all
applications and modules.

Content Frame : Displays information such as lists, forms, homepages, and wizards.

Edge : A toolbar on the left side of the UI15 interface that provides quick links to
commonly used features.
Question 55: Correct
Which is not Related to UI Action?

•
Search
(Correct)

•
Form Button

•
Form Link

•
List Link

Explanation
Please refer to the below image, there are buttons and links:
Question 56: Correct
How to manage record numbering (like INC0000777)?

•
System Definition > Number maintenance
(Correct)

•
System Definition > Numbers

•
Number field > Number

•
None of the above

Explanation
In the base system, several tables are numbered, including Incident, Problem,
Change Request, and Knowledge. You can also use these numbers anywhere that
script is present, for example to generate watermarks for emails. Records in tables
can be numbered automatically.

Administrators can manage record numbering by navigating to System

Definition > Number Maintenance. The current number format for a table, including
the prefix (such as INC for incidents or CHG for changes), is stored in a record on the
Number [sys_number] table.
Question 57: Correct
Which three Variable Types can be added to a Service Catalog Item?

•
True/False, Checkbox, and Number List

•
Number List, Single Line Text and Reference

•
Multiple Choice, Select Box, and Checkbox
(Correct)

•
True/False. Multiple Choice, and Ordered

Explanation
The lookup multiple choice variable creates radio buttons using data from a table.

The check box variable lets users enable and disable options by selecting and
clearing it.

The lookup select box variable creates a choice list using data queried from a table.

Question 58: Correct

How is a group defined in ServiceNow?

•
A group is one record stored in the Group type [sys_user_group] table
(Correct)

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

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

•
Group [user_group]

•
A group defines a set of users that shares the same location

Explanation
You can create a user set using either or both of two methods: Configure a filter (for
example, filter by role) that selects particular users from the User [sys_user] table or
specify a particular set of user groups from the Group [sys_user_group] table.
Question 59: Correct
What is the path an Administrator could take to view the fulfillment stage task list for
an order placed by a user?

•
REQ (Number)>RITM (Number)>TASK (Number)
(Correct)

•
REQ (Number)>RITM (Number)>PROCUREMENT (Number)

•
FULFILLMENT (Number)>RITM (Number)>TASK (Number)

•
RITM (Number)>REQ (Number)>PROCUREMENT (Number)

Explanation

Within a request, there can be one or more request items. For each request item, it
takes one or more tasks to fulfill it.

a) Request ticket starts with REQ

b) Request item ticket starts with RITM
c) Task ticket starts with TASK

Question 60: Correct

Knowledge Base Search results can be sorted by which of the following?

•
Manager assignment

•
Relevancy
(Correct)

•
 Most recent update
(Correct)

•
Popularity

•
Number of views
(Correct)

Explanation
Sort the items in a knowledge base or search results list using the Sort by options at
the top of the list.

Views: sorts by number of article views.

Newest: sorts by the date created or updated.

Alphabetical: sorts alphabetically by the article Short description field.

Relevancy: sorts by relevance to the search term.

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ServiceNow Certified System Administrator(CSA) Test

2 - Results

Return to review

Attempt 3
All knowledge areas
All questions
Question 1: Correct
After the High Security Plugin is activated, a security_admin privilege is created.
What is an elevate privileges?

•
An elevated permission is a role that has special permissions for the during of
the log in session.
(Correct)

•
 The elevated privileges application launcher is designed to assist a fairly narrow
spectrum of the application compatibility issues.

•
Elevated Privileges(EP) allow you to perform configuration changes or other
advanced functions on your computer that ordinary users are not authorized to
perform

•
When a user account has privileges greater than its normal user privileges, which
are temporarily authorizes by system admin.

Explanation
A role that requires elevated privilege prevents the system from assigning it to a user
at login. Instead, a user must manually elevate privileges to receive the elevated role.

In the base system, only the security_admin role requires elevated privilege.

An elevated privilege role only lasts for the duration of the user session. Session
timeout or log-out removes the role. To use an elevated role, all these conditions
must be met:

1. The role must be assigned to the user.

2. The user must manually elevate roles.

Question 2: Correct
What are the OOTB ServiceNow roles in ascending order?

•
System Administrator, ITIL (or process), ESS.

•
Admin, Delegate Admin, ITIL, ESS.
(Correct)

•
ITIL, ESS, Delegate Admin, Admin.

•
Admin, ESS, ITIL.

Explanation
Out-of-the-box ServiceNow Roles are Admin, Delegate Admin, ITIL and ESS.
Question 3: Correct
Searches are available in ?

•
Lists
(Correct)
 •
Knowledge Base
(Correct)

•
Forms

•
Navigation Filter
(Correct)

Explanation
Available search interfaces:

Global text search: Find records in multiple tables from a single search field.
Lists: Find records in a list; search in a specific field (Go to), all fields (Search), or in a
specific column.
Knowledge Base: Find knowledge articles.
Navigation filter: Filter the items in the application navigator.
Live feed: Filter, search, or sort messages in live feed.
UI pages: Create a custom UI page to search for records in a table.

Question 4: Correct
What is a form?

•
Validate data in HTML forms before sending off the content to a server.

•
Lists display information from a data table. Users can search, sort filter, and edit
data in lists.

•
Forms are used to select different kinds of user input.

•
A form displays information from one record in a data table.
(Correct)

Explanation
A form displays information from one record in a data table.

The specific information on a form depends on the type of record displayed. Users
can view and edit records in forms. Administrators can configure what appears on
forms.

Question 5: Correct
Variable Sets can be used in
 •
Incidents

•
Order Guides
(Correct)

•
Catalog Items
(Correct)

•
Record Producer
(Correct)

Explanation
Administrators and catalog administrators often define multiple catalog items that
use the same group of service catalog variables. Catalog managers and catalog
editors can attach a variable set for items and categories to which they are assigned.

We can create a set of variables and add them to multiple catalog items and order
guides for reuse.

Question 6: Correct
Which one of the following statements describes the purpose of an update set?

•
By default, the changes included in an update set are visible only in the instance
to which they are applied

•
An update set is a group of customizations that is moved from development to
production
(Correct)

•
An update set allows administrators to group a series changes into a named set
and then move this set as a unit to other systems

•
By default, an update set includes customizations, Business Rules and homepage

Explanation
An update set is a group of configuration changes that can be moved from one
instance to another. This feature allows administrators to group a series of changes
into a named set and then move them as a unit to other systems for testing or
deployment.
Update sets allow customization's to be developed in a Development(DEV) instance,
moved to a Test(TST) instance, and then applied to a Production(PROD) instance.
Question 7: Correct
What is a workflow primarily used for?

•
To schedule reports.

•
To order catalog items.

•
To automate a sequence of activities.
(Correct)

•
To send email notifications.

Explanation
Workflow consists of a sequence of activities, such as generating records, notifying
users of pending approvals, or running scripts.
Question 8: Correct
What is a retroactive start field within an SLA definition record used for?

•
Allows new SLA to be associated with existing tickets.

•
Allows the SLA to set its start time to a specific day/time field from another
event.
(Correct)

•
Prevents users from creating tickets with a date in the past.

•
There is no retroactive start field.

Explanation
You can use retroactive start to retain timing information for an SLA when a task
record changes. Retroactive pause prevents immediate breaches and notifications
when retroactive start is enabled for SLA definitions.

When a task record changes, typically a new SLA may be attached, with a new set of
timing information. This is useful if you are re-assigning an incident to another group
and want to attach a new SLA record with new timing information.

However, you may want to retain time information for the task in specific situations.
For example, an incident is raised with a priority of 3 - Moderate and the priority
changes to 1 - Critical after 3 hours. A priority 1 SLA is attached to the incident at
that time. You can use retroactive start to ensure this SLA timing is adjusted
retroactively to count from when the incident was first created, rather than from
when the incident's priority changed.

Question 9: Correct
Which one of the following is an accurate list of changes that are captured in an
update set?

•
Changes made to: tables, forms, schedules and client scripts

•
Changes made to: tables, forms, views, and fields
(Correct)

•
Changes made to: tables, forms, groups and configuration items(CI's)

•
Changes made to: tables, forms, Business Rules, and data records

Explanation
Update sets can track customizations to application tables, fields, and records.
Question 10: Correct
In an application navigator, how is the list of applications determined?

•
The list of applications seen according to the roles that have been assigned to
user
(Correct)

•
List of applications is determined by the Service level agreements

•
The department manager assigns applications to catch user in the department

•
Every user has all the applications and uses filtering to End and access
applications

Explanation
The application navigator, or left navigation bar, provides access to all applications
and the modules they contain, enabling users to quickly find information and
services.

An application is a group of modules, or pages, that provide related information and

functionality in an instance.
Question 11: Correct
What is contextual security in ServiceNow?

•
In platform security Settings, High automatically activities the contextual security
plugin if is already active.

•
It doesn't apply the security rules to any level in the object hierarchy.

•
Protects a record based on its contents and table location, data is acted upon
based on the position of the information in the table hierarchy. Defines access
control rules to any level.
(Correct)

•
The contextual security manager profile incredible flexibility and power to perfect
information by controlling read/write authorization.

Explanation
The Contextual Security Manager is aware of the system table hierarchy, enabling
you to create specific security rules for a field based on where in the hierarchy it is
displayed. Benefits of the Contextual Security Manager include:

Contextual security: Secure a record based on the contents of the record.

Hierarchical security: Apply security rules to any level in the object hierarchy.

Question 12: Correct

What are two of the setting that can be made in the contextual Security Manager?

•
Ability to restrict automatic notifications

•
Ability to disable applications

•
Specify the attachment file types
(Correct)

•
Set the maximum notification size

•
Set maximum file attachment size
(Correct)
 •
Ability to change release dates

Explanation
Contextual Security Manager protects your data by controlling read, write, create,
and delete authorization.

Key advantages

The Contextual Security Manager is aware of the system table hierarchy, enabling
you to create specific security rules for a field based on where in the hierarchy it is
displayed.

Question 13: Correct

When a user customize a homepage, the system makes a copy of the homepage and
_____

•
Does not change anything.

•
Renames me homepage with the name of user.

•
Adds a "My" prefix to the homepage name.
(Correct)

•
Maintains the homepage name.

Explanation
Users with at least one role can create new personal homepages that are visible to
themselves.

Administrators can customize the default homepages that appear for each user by
navigating to Homepage Admin > Pages and selecting the homepage.

Users who have roles can customize the homepages that are specified for their roles
by navigating to Self-Service > Homepage.

Question 14: Correct

What the CMDB application does from the following in ServiceNow? (Choose any 3)

•
Helps locate failed changes.
(Correct)

•
Record Update Sets
 •
Increase cost saving to business.
(Correct)

•
Facilitate quick impact analysis.
(Correct)

Explanation
Configuration Management Database (CMDB) application, build logical
representations of assets, services, and the relationships between them that
comprise the infrastructure of your organization.
Question 15: Correct
What are the list interface Elements?

•
Title bar, Breadcrumbs, Column Headings , Fields
(Correct)

•
Title bar, Breadcrumbs, Column headings fields, Response time Indicator

•
Title bar, Breadcrumbs, Response Time Indicator, Fields

•
Title bar, Breadcrumbs, Column headings, Response Time Indicator

Explanation
The list interface consists of a title bar, filters and breadcrumbs, columns of data,
and a footer. Each column in a list corresponds to a field on the table.
Question 16: Correct
In an incident form, which one of the following is an example of UI policy?

•
Export field data from a form

•
Export field data from list

•
Add a module to an application

•
Make the priority field read-only
(Correct)

Explanation
UI policies dynamically change the behavior of information on a form and control
custom process flows for tasks.

Choice list for specifying how the UI policy affects the read-only state of the field.
Choices are:

Leave alone, True & False

Question 17: Correct

Which field type in a list is not sortable?

•
Data type

•
Date/Time
(Correct)

•
Severity

•
Time Fields

Explanation
Time or Date fields are not sortable.

When a user displays a list for the first time, it is sorted by one of the following
items.

The ORDERBY arguments, <table>.db.order and <table>.db.order.direction user

preferences, isOrder dictionary attribute, Order field if one is present in the
table, Number or Name field if one is present in the table and field specified as the
display field for the table.

Question 18: Correct

Which of the following statements correctly describes the difference between a
client script and a business rule?

•
A client script runs on the server and a business rule runs on the client

•
A client script runs before a record is loaded and a business rule runs after a
record is loaded.

•
 A client script runs on the client only on load of a record A business rule runs on
the server only after a record is added, inserted, deleted or updated.

•
A client script runs on the client when onLoad, onChange of a field or onSubmit
of a record. A business rule runs on server before or after a record is loaded,
inserted, deleted or updated.
(Correct)

Explanation
Client scripts allow the system to run JavaScript on the client (web browser) when
client-based events occur, such as when a form loads, after form submission, or
when a field changes value.

A Business Rule is a server-side script that runs when a record is displayed, inserted,
updated, or deleted, or when a table is queried.

Question 19: Correct

If we cannot find an item in the application navigator, What will be the issue?

•
The application may be deactivated in your company's ServiceNow
Implementation.
(Correct)

•
Contact the ITIL user to activate it, if necessary.

•
You may have applied a filter or switched perspectives. The application that
contains the module may be collapsed.
(Correct)

•
You have all access rights. The applications and modules available to you may
depend on your role.

Explanation
If you cannot find an item in the application navigator, consider the following
reasons:

1) You may not have access rights. The applications and modules available to a user
may depend on the user's role. For example, the Finance department may not have
access to change management modules.

2) You may have applied a filter or switched roles.

3) The application may be deactivated in your company's ServiceNow

implementation. Contact the system administrator to activate it, if necessary.
4) The application that contains the module you are looking for may be collapsed.

Question 20: Correct

What are the main components of the ServiceNow graphical user interface (GUI)?
(Select 4 choices)

•
Content Frame
(Correct)

•
Report Gauge frame

•
Power Edge
(Correct)

•
Banner
(Correct)

•
Navigation Bar

•
Application Navigator
(Correct)

Explanation
Banner frame: Runs across the top of every page and contains a logo, global
navigation controls, and tools.

Application navigator: Also called the left-navigation bar. Provides links to all
applications and modules.

Content frame: Displays information such as lists, forms, homepages, and wizards.

The Edge: A toolbar on the left side of the UI15 interface that provides quick links to
commonly used features.

In UI16, the Favorites tab of the application navigator, represented by a star, replaces
the Edge. The collapsed view of the UI16 application navigator is similar to the Edge.

Question 21: Correct

What process does the knowledge base manage?
 •
Weekly and monthly operations report done on archived and current data.

•
Document review cycle, which includes submission, feedback from subject
matter experts (SMEs), and publishing.
(Correct)

•
Ordering and billing cycle initiated when items are purchased using the service
catalog.

•
System asset reassignment accomplished as the real-time tracking of hardware
and software assets.

Explanation
Document review cycle, which includes submission, feedback from subject matter
experts (SMEs), and publishing are some of the process a Knowledge Base manage.
Question 22: Correct
Please provide an example of when you use Access Control Record in ServiceNow?

•
To change the security Mechanic settings.

•
To make the updated field on the incident form editable for admin but read only
for ITIL users.
(Correct)

•
To move the admin to selected column with high security settings.

•
To make the updated field on the incident form editable for admin but read only
for ITIL & ESS users.

Explanation
Access control rules, also known as access control lists (ACL) or access controls,
restrict access to data by requiring users to pass a set of requirements before they
can interact with it.

Access control rules, also known as access control lists (ACL) or access controls,
restrict access to data by requiring users to pass a set of requirements before they
can interact with it.

Permissions required to write to the incident table:

1. Role - Only allow users with the ITIL role to update incidents.
2. Condition -[Incident state] [is not] [Closed]-Only allow updates to active incident
records.

Question 23: Correct

What are Import Logs?

•
It is a part of System log Operation.

•
We use gs.log to generate these logs

•
These are same as System log.

•
Log of all Import Set application operations.
(Correct)

Explanation
The import log displays information in a verbose format about any data import
activity within the platform.

You can see Import Sets > Transform History.

Import Log field and Description :

1. Created - Date and time of the import for the locale of the machine running the
instance.

2. Level- Type of message displayed. For import files, the level is Information.

3. Message- System-generated message regarding the status of the import.

4. Source- Name of the external source of the import, such as an integration.

Question 24: Correct

Which one of the following includes a quick way an approval manager can approve a
Service Catalog request?

•
In the Catalog Tasks form, select Approver from the state field drop-down list.

•
In the Catalog Tasks list, right-click the TASK Number and select Approve.
 •
On the Requested Item form, select Approver from the Request few drop-down
list.

•
In the Request list, right-click the REQ Number and select Approve Request.
(Correct)

Explanation
Self-Explanatory
Question 25: Skipped
What is the difference between save & insert on a form?

•
Save saves the record & stays on the form while insert creates a new record &
redirects to the list.
(Correct)

•
Save saves the record & redirects to the list while insert creates a new record &
stays on the form.

•
Insert saves the record & stays on the form while save creates a new record &
redirects to the list.

•
Save saves the record & stays on the form while insert updates the record &
redirects to the list.

Explanation
Save saves the record and stays on form, while Insert creates a new record &
redirects to list view.

Insert and stay creates new record and stays on the form, while Insert creates a new
record & redirects to list view.

Question 26: Correct

When running Transform on an import set, how does the ServiceNow system
handles the data being imported?

•
The Transform map acts as a staging area for records imported from a data
source.
(Correct)

•
Records are ignored when the data in the instance matches the data being
imported.
 •
The import set table allows you to define destinations or imported data on
ServiceNow tables.

•
Records are overwritten when the data in the instance matches the data being
imported.

Explanation
A transform map is a set of field maps that determine the relationships between
fields in an import set and fields in an existing ServiceNow table, such as Incident
[incident] or User [sys_user].

The Transform Maps module enables an administrator to define destinations for

imported data on any tables.
Question 27: Correct
Where is the impersonal feature located?

•
It's a picture of a key and it's in the banner frame next to welcome message
(Correct)

•
It is located on the company expand collapse banner area.

•
It is shown in the UI policy application module.

•
It is located on the application navigator corner.

Explanation
1. In the banner frame, click your user name to open the user menu.

2. Select Impersonate User. The Impersonate User dialog box appears.

3. Select a user from the Recent Impersonations list or enter a different user's name
in the user selection field.

4. To return to your original login, follow these same steps then select your name
from the list.

Question 28: Correct

Which on statement correctly describes Access Control rule evaluation?

•
Rules are evaluated from the general to the specific, so a table rule must be
active to continue.
 •
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 role and a field level rule exits, both rules must be true before an
operation is allowed.
(Correct)

Explanation
Access control rules, also known as access control lists (ACL) or access controls,
restrict access to data by requiring users to pass a set of requirements before they
can interact with it.
Question 29: Correct
What are the three major steps to create a service catalog request workflow and
make it Visible to all others?

•
Define workflow properties, create workflow activities and publish the workflow.
(Correct)

•
Define workflow properties, create workflow activities and create deployment
stage tasks.

•
Create workflow activities, create approval action activities and publish the
workflow.

•
Define workflow properties, create mark item approved tasks and create
deployment stage tasks.

Explanation
Creating a workflow involves the following processes:

1. Create a workflow to process the catalog item.

2. Define the workflow activities to process the catalog item.
3. Publish the catalog item workflow.
4. Create or edit a catalog item to call the catalog item workflow

Question 30: Correct

What are the difference between UI Policy and Data Policy?(Choose any two)

•
 UI Policy runs on the client side whereas Data Policy runs on the server side.
(Correct)

•
UI Policy runs on the server side whereas Data Policy runs on the client side.

•
UI policy acts when a record is inserted/updated through a ServiceNow UI while
Data policy acts whenever a record is inserted/updated into database through
any means.
(Correct)

•
UI policy acts whenever a record is inserted/updated into database through any
means while Data policy acts when a record is inserted/updated through a
ServiceNow UI.

Explanation
UI Policy - A rule that applies to a form to dynamically change form information or
the form itself. (Mandatory, read-only, hidden fields based on certain conditions)
Run's on the Client side (on the browser).

Data Policy - Enable you to enforce data consistency by setting mandatory and read-
only states for fields (applies rules to all data coming into the systems:, email, import
sets or web services). Runs on Server side.

Question 31: Correct

What features of ITIL are utilized by the ServiceNow platform?

•
Strategy, Design, Transition, Configurations

•
Planning, Design, Configuration, Testing

•
Planning, Strategy, Design, Transition

•
Strategy, Design, Transition, Operations
(Correct)

Explanation
The IT Infrastructure Library (ITIL) is an integrated, process-based framework for
managing IT services.

It provides guidance for creating and operating a Service Desk that provides efficient
communication between the user community and the IT provider.
Question 32: Correct
Within a form which of these methods can be used to view the dictionary settings for
a field?

•
Right click on the reference icon and select Personalize > Dictionary

•
Right click on the form header and select Personalize > Form layout

•
Double-click on the field label

•
Right click on the field label and select Personalize > Dictionary
(Correct)

Explanation
Self-Explanatory
Question 33: Correct
Why the business service management map (BSM) map is displayed for a
configuration item, where is the configuration item located in the maps?

•
Configuration item is in the center of the map, with upstream configuration items
and downstream configuration items displayed.
(Correct)

•
The configuration item is at the top of a pyramid structure, showing all the
configuration item affected by it.

•
The configuration item is at the bottom of a flow chart structure, and all the
configuration item are shown above.

•
The configuration item is at the top of a flow chart structure, and all the
configuration items that feed data to the configuration item are shown.

Explanation
The BSM map displays the upstream and downstream dependencies for a selected
root CI.

Role required: sn_si.admin or admin

You have two options for viewing the BSM map for a CI:
1. From the security incident form, if you want to view CIs from the context of a task.

2. From the application navigator, if you do not want to view CIs from a task
viewpoint.

Question 34: Correct

When does the submit button appear on a form?

•
When Changing a new record
(Correct)

•
When updating an Existing Record.

•
When saving an old record

•
When changing the reference field in an existing record

Explanation
When you change a record in the form then submit button gets displayed.
Question 35: Correct
The company request workflow is a workflow running against the request item
[sc_req_item] table. What are the ways the workflow can be attached to specific
requests?

•
Manually on the catalog item form, automatically based on conditions or
automatically if there is no other workflow attached.
(Correct)

•
Manually on the catalog item, only manually based on conditions or only
manually if there are no other workflow attached.

•
Workflow can only be attached to specific request automatically based on
conditions.

•
Workflows can only be attached to specify requests manually on the catalog item
form.

Explanation
Workflows that are associated with the Requested Item [sc_req_item] table have a
specific type of workflow input.
The inputs into this workflow are essentially question: answer pairings that, when
associated with a specific catalog task, become options on the task form. These
options are generated by that catalog task activity within a workflow.

You can define variables as global or catalog item-specific. When a variable is

associated to a catalog item and the workflow generating the catalog task is
associated to the catalog item, the variable scope determines which variables are
available for mapping within the catalog task activity in a workflow. If a workflow is
associated with Requested Item [sc_request_item], and is not specifically associated
with a catalog item, any catalog variable with a blank Cat Item field value is available
to all catalog task activities within the workflow.

Question 36: Correct

Which one of the following phrases completes the statement: "The purpose of
transform map is to"

•
It adds a dummy record to align fields in a table before an administrator runs
transform.

•
Encrypt data within the instance for higher security.

•
Create a set of new tables before any data is imported during the load data
process.

•
Determine the relationship between fields displaying in an import set table to the
fields in an existing ServiceNow table.
(Correct)

Explanation
A transform map is a set of field maps that determine the relationships between
fields in an import set and fields in an existing ServiceNow table, such as Incident
[incident] or User [sys_user].

The Transform Maps module enables an administrator to define destinations for

imported data on any tables. Transform mapping can be as simple as a drag and
drop operation to specify linking between source fields on an import set table and
destination fields on any table. Use transform mapping to map source and
destination fields dynamically.

Question 37: Correct

When using Transform Mapping how we can dynamically map field?

•
We can dynamically map source and destination fields by using ServiceNow
scripting objects and functionality.
(Correct)
 •
We cannot map dynamically map source and destination fields by using
ServiceNow scripting objects and functionality.

•
We cannot Schedule data imports for mapping the source and destination fields.

•
By updating the fields using update sets, we can add/delete/modify the fields
using rules and server scripts.

Explanation
The Transform Maps module enables an administrator to define destinations for
imported data on any tables. Transform mapping can be as simple as a drag and
drop operation to specify linking between source fields on an import set table and
destination fields on any table.

Use transform mapping to map source and destination fields dynamically

Question 38: Correct
Incident, problem and change tables extend which table?

•
Process steps [access steps]

•
Task [task]
(Correct)

•
User [sys_user]

•
Map [map]

Explanation
Task [task] is one of the core tables provided with the base system.

It provides a series of standard fields used on each of the tables that extend it, such
as the Incident [incident] and Problem [problem] tables. In addition, any table which
extends task can take advantage of task-specific functionality for driving tasks.

Question 39: Correct

What is Single Sign-On (SSO)?

•
 A ServiceNow application that maintains, stores, and validates passwords for
access to Service Now applications.

•
A type of integration that enables a user to log in once and gain access to the
resources of multiple software systems without being prompted to log in again.
(Correct)

•
A process that grants access to third-party software that allows Service Now to
write to outside databases.

•
A type of ServiceNow release that updates existing Service Now instance.

Explanation
By definition, Single sign-on (SSO) is an authentication scheme that allows a user
to log in with a single ID and password to any of several related, yet independent,
software systems.
Question 40: Correct
Which of the following describes the purpose of an order guide?

•
Order guides provide me ability to order multiple related items as one request
(Correct)

•
Order guides provide a list of guidelines for administrators on how to set up item
variables

•
Order guides restrict the number of items in an order to only one item per request

•
Order guides take the user directly to the checkout without prompting for
information

Explanation
Order guide submits a single service catalog request that generates several items.

Order guides determine which catalog items to order by evaluating order guide rule
conditions. Information the customer enters within the order guide can be passed as
cascading variables to the ordered items, allowing common information to be reused
across multiple items.

Question 41: Correct

What is an access defined and applied to ?

•
 Specific user on a configuration item.

•
Specific group of users.

•
Specific table user.

•
Specific role or user.
(Correct)

Explanation
After access has been granted to a role, all the groups or users assigned to the role
are granted the access. Roles can contain other roles, and any access granted to a
role is granted to any role that contains it.
Question 42: Correct
On a home page, which one of the following page elements accesses Knowledge
Base Articles?

•
Service catalog

•
System information

•
My Requests

•
News
(Correct)

Explanation
The KB News widget displays information from the Knowledge Base. You can use
this base system widget as-is in your Service Portal or clone it to suit your own
business needs.

You can configure the KB News widget to display specific information by selecting a
category from the KB category list.

Question 43: Correct

New records, new groups and modified configuration items what do they have in
common?

•
They do not have anything in common

•
 They are included in an update set

•
They are customizations

•
They are not captured in an update set.
(Correct)

Explanation
An update set is a group of configuration changes that can be moved from one
instance to another. This feature allows administrators to group a series of changes
into a named set and then move them as a unit to other systems for testing or
deployment.

Update set captures the system configuration changes you make to the system. This
includes, but is not limited to:

Tables, Fields, form layout, list layout, Business rules, workflows, system properties,
client scripts, script includes, and other scripts

What it does NOT capture is your transactional data like

Changes in Records, Users, Groups, Incidents, Configuration Items, Email

Question 44: Correct

When adding a variable to a catalog item, what does the order field determine?

•
The order field value is used to display the variable by price. The order is more
expensive to less expensive.

•
The order field establishes the display order of the variables. Variables are listed
by ascending order values.
(Correct)

•
The order field displays a fulfillment priority value by calculating and presenting
an expected delivery state.

•
The order field sets the availability of the variables item by graying the item if it is
not available to be ordered.

Explanation
Control the order of execution for your client scripts using the Order field. The order
field in catalog item establishes the display order of the variables which are listed in
ascending order values.
Question 45: Correct
What are the different ways to bring users into the ServiceNow system?

•
Through Single Sign-on, Knowledge Base, manually created by admin.

•
Through Single Sign-on, LDAP, using an import sets (importing users), both
manually entering users and creating users.
(Correct)

•
Through Knowledge Base, Organization Management process module, manually
creating users.

•
Through Single Sign-on, LDAP, Homepage Admin, manually entering users.

Explanation
Self-Explanatory
Question 46: Correct
Which section of the Service Now GUI contains the global search feature?

•
Lower Navigation bar.

•
Banner.
(Correct)

•
Application Navigator.

•
List pane.

Explanation
The Banner Frame contains the global search feature.
It runs across the top of every page and contains a logo, global navigation controls,
and tools.

Question 47: Correct

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

•
 Columns

•
Fields
(Correct)

•
Access control

•
Tables
(Correct)

Explanation
Modules are the children, or the second tier navigation options to the applications in
the application navigator. Modules often link to other pages or records in the
platform.

Modules like fields and tables can be used to view field setting for a table.

Administrators generally add new fields to a table to store and display data.
Question 48: Correct
What is the industry term used to describe the computing platform and solution
stack that supports the delivery of web applications?

•
Simple Object Access Protocol[SOAP]

•
Platform as a service[PaaS]
(Correct)

•
Open Database Connectivity[ODBC]

•
Single Sign On[SSO]

Explanation
Self- Explanatory
Question 49: Correct
How is coalesce used in Import Sets?

•
Using coalesce, import sets may update existing records in a destination
Production table.
(Correct)

•
 Using coalesce, the import set application does match source values to currently
existing target values, a new record is inserted.

•
Coalesce is a method to merge multiple Transform maps before the load data
step in the import process.

•
If multiple fields are set to coalesce, then only the first coalesce value is used to
match an existing record.

Explanation
The coalesce option on a field map allows you to specify if the selected Target
field should be used to coalesce on when import set records are transformed. If the
field map Coalesce checkbox is selected, when the import set row is transformed
the instance checks for an existing record in the target table that has the same value
in the Target field as the import set row Source field.
Question 50: Correct
What are the two major record types in the CMDB?

•
BSM Map, CI Configuration.

•
Configuration Item, Relation Type.
(Correct)

•
Core configuration, CI Relationship.

•
CI Relationship builder, Flat Layout.

Explanation
Configuration Item (CI) : Any computer, device, or service in the CMDB. A CI's record
includes all of the relevant data, such as manufacturer, vendor, location, etc.
Configuration items can be created or maintained either using tables, lists, and
forms within the platform, or using the Discovery application.

Relation Type : A defined relationship between a CI and either another CI, a user, or a
group. Relation types are defined twice, once from the perspective of the child CI and
once from the parent CI's perspective.

Question 51: Correct

Which one of the following statements is true for system administrators who are
deleting tables?

•
 Deleting a out of box system table permanently deletes it from use by all
instances at all instances at a customer site.

•
Deleting a table does not delete other associated elements like views and
gauges. These elements must be deleted separately.

•
Only tables beginning with ‘u_’ can be permanently deleted.
(Correct)

•
An ESS user can delete any configuration item that is referenced by the problem
state, saving you time.

Explanation
Administrators can delete custom tables that are no longer needed.
A table is custom if an administrator created it and it is not part of a system upgrade
or plugin activation. Custom table names always begins with u_ or x_ for scoped
tables.

Warning: You cannot delete base system tables. If you inadvertently delete such a
table, it is automatically recreated when you upgrade an instance.
You cannot delete a table that has associated tables that extend from it.
Question 52: Correct
By default in ServiceNow, what customizations are added to Update Sets?

•
Changes made to data.

•
Changes made to a schedule.

•
Changes made to a homepage.

•
Changes made to a form.
(Correct)

Explanation
Update sets can track customizations to application tables, fields, and records. All of
which are entailed in a form.
Question 53: Correct
Which of the following are workflow activities? (Choose any 3)

•
Notification
(Correct)
 •
Start

•
Stop

•
Timers
(Correct)

•
Approvals
(Correct)

•
Pause

Explanation
Workflow activity reference, organized by category.

Each activity performs a different task, such as running a script, sending

notifications, or requesting approvals.

Approval and rollback, Condition, Notification, Notify, Sub flow, Task, Timer and
Utility are the common workflow activities.

Question 54: Correct

Which one of the following is a list of what the Service Catalog contains?

•
Order Axles, Exchange Rates, Calendar.

•
Order Guide, Catalog Items and Interceptors.

•
Catalog Items, Asset Contracts, Task Surveys.

•
Record Producer, Order Guide, and Catalog Items.
(Correct)

Explanation
Service Catalog application, create service catalogs that provide your customers
with self-service opportunities.

Catalog/Maintain items is used to create and maintain individual catalog items - like
iPad, Laptop, etc. where as Order guides are used to create a "collection" of related
items - like a new employee.

A catalog item works with the cart where you can add multiple and then checkout.
On the back end it creates a request, request item, and possibly approvals and tasks
depending on its workflow. A record producer is ordered one at a time and creates
one record on the back end, most commonly an incident. An order guide is used to
guide the user into ordering multiple items.

Catalog Items and Record Producers are forms that people can fill out that will
create records after being submitted where as Order guides are a way to bundle
catalog items together i.e. can handle multiple requests at the requested item level
and still present it as one single item to the user.
Question 55: Correct
When creating a new table named "abc", what is the system table name that is
automatically assigned by the system?

•
snc_abc

•
u_abc
(Correct)

•
new_abc

•
abc

Explanation
When creating any table name with requisite string name ( like "abc"), the system
table name automatically assigned is with u_abc
Question 56: Correct
What is the primary purpose of the Impersonal feature?

•
To check password strength of another user.

•
To check what role is given to a specific user.

•
To act as a different user for testing purposes.
(Correct)

•
To check if a UI Policy applies to a Business Rule.

Explanation
Administrators can impersonate other authenticated users for testing purposes and
view impersonation logs. The impersonation option is not visible in the mobile view
of the platform.

When impersonating another user, the administrator has access to exactly what that
user can access in the system, including the same menus and modules.

Question 57: Correct

What setting allows users to view a knowledge base article even if they are not
logged in?

•
The ESS role

•
The Allow AI role

•
The Public setting
(Correct)

•
The View AI setting

Explanation
Enable knowledge articles on the Knowledge Management Service Portal to be
visible to external or public users.
Question 58: Correct
In a typical ServiceNow instance, what types of users are in the system? (Choose
one list that orders from 1=most seats to 4=least in amount of seats)

•
1) ESS user 2) Delegate Administrator 3) ITIL User 4) System Administrator.

•
1) ESS user 2) ITIL User 3) Delegate Administrator 4) System Administrator.
(Correct)

•
1) System Administrator 2) Delegate Administrator 3) ITIL. User 4) ESS user.

•
1) System Administrator 2) ITIL User 3) Delegate Administrator 4) ESS user.

Explanation
ESS users are users who can create request via catalog item, create incident if the
face any issue and so on.
ITIL user - Can perform standard actions for an ITIL helpdesk technician. This is the
out-of-box ''technician'' role. Can open, update, close incidents, problems, changes,
config management items. Out-of-box, only users with the ITIL role can have tasks
assigned to them.

Admin: This role has special access to all system features, functions, and data
because administrators can override ACL rules and pass all role checks.

Delegated administration allows administrators to set domain-specific policies.

System administrator: Duties are to design, develop, build, and customize

applications or provide support responsibilities to end-users of the software.

Question 59: Correct

Which statement of the following is correct when referring to UI actions?

•
UI Actions cannot use scripts or be scripted.

•
UI actions are only executed on the server.

•
UI Actions on the task table are not available to its extended tables.

•
Conditions can be specified to determine when a UI Action appears.
(Correct)

Explanation
UI actions include the buttons, links, and context menu items on forms and lists.
Configure UI actions to make the UI more interactive, customized, and specific to
user activities.
Question 60: Correct
How do you make a table field the display field for reference lookup against that
table?

•
Change a business rule by adding a filter that reads "current.display=true"

•
Personalize the dictionary entry for the field and check the display checkbox
(Correct)

•
Right click on the field label you want to make the display value and click set as
Display

•
 Create a client script on the table with the syntax “setDisplay(‘field name’)”

Explanation
A reference field stores a reference to a field on another table. For example,
the Caller field on the Incident table is a reference to the User [sys_user] table.

When you define a reference field, the system creates a relationship between the two
tables.

Dictionary Entry form was redesigned to provide an Advanced view and additional
fields. You might need to configure the form to see all fields.

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Quebec Delta Certified System Administrator - Results

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Attempt 8
All questions
Question 1: Correct
When using the Performance Analytics application in the Now Platform, what kind of
KPI signals are used to make decisions that statistically support long term workflow
stability?

•
Long-term signals

•
Non-signals

•
Anti-signals
(Correct)

•
Stability signals

Question 2: Correct
Which fields can be configured in reporting to perform arithmetic, coalesce,
concatenation, and length?

•
Function fields
(Correct)
 •
Sourcing fields

•
Computational fields

•
Calculation fields

Question 3: Correct
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?

•
Incident Auto-Resolution
(Correct)

•
Ticket Resolver

•
Virtual Agent Helper

•
Web Intelligence

Question 4: Correct
Which plugin allows users to install multiple application, application-customizations,
or plugins at once?

•
Application Integration and Plugin Delivery (AIPD) SpokeBatch Install

•
Continuous Integration and Continuous Delivery (CICD) SpokeBatch Install
(Correct)

•
Multiple Integration and Process Delivery (MPDI) SpokeBatch Install

•
Quick Integration and Multiple Delivery (QMDI) SpokeBatch Install

Question 5: Correct
How can administration utilize the same content for different notification-channels?

•
Configure Default notification content
 •
Enable Actionable notification content

•
Provide Common notification content
(Correct)

•
Set up Related notification content

Question 6: Correct
Which certificate-based authentication methods can be enabled so that users can
log into the Service Portal? (Select all that apply)

•
Extended Validation Access (EVA)

•
Organization Verification Card (OVC)

•
Common Access Card (CAC)
(Correct)

•
Domain Authentication Card (DAC)

•
Personal Identify Verification (PIV)
(Correct)

Question 7: Correct
Which plugin needs to be activated in order to translate the content of a catalog item
to multiple language?

•
Localization Framework Plugin (.com.glide.localization_framework)
(Correct)

•
Translation Framework Plugin (.com.glide.translation_framework)

•
Multiple Language Framework Plugin (.com.glide.multiple.language_framework)

•
Language AI Framework Plugin (.com.glide.language.ai_framework)

Question 8: Correct
Where in Flow Designer can users access information about actions that are added
to the flow?

•
Virtual Agent Help

•
Local Action Help

•
Help Panel
(Correct)

•
Flow Assistant

Question 9: Correct
How are local flow variables accessed in the Flow Designer Data panel?

•
As newly generated icons

•
As scratchpad variables

•
As new tabs

•
As data pills
(Correct)

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