Latest Dumps

1) What is used to determine knowledge bases and knowledge articles?

ANS: c) User Criteria.

2) What are the main components of the Form design interface?

ANS: a) Page header b) Field Navigator c) Form Layout.

3) ServiceNow contains a resource which provide the following :

• A standard and shared set of service related definitions across ServiceNow products
and platform that will enable and support true service level reporting.
• A CMDB framework across our products and platform that will enable and support
multiple configuration strategies.

ANS: c) Common services data model (CSDM).

4) On a Business Rule, the when setting determines at what point the rule execution, What are the
options for specifying that timing?

ANS: a) Before, After, Async, Display.

5) Which field (or fields) is used as a unique key during import?

ANS: b) Coalesce Fields.

6) From a form, what would you click to add additional fields to the form?

ANS: c) Context Menu > Configure > Form Design.

d) Context Menu > configure > Form Layout.

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

ANS: b) Common service data model (CSDM) product model.

8) Which component of a table contains a piece of data for one record?

ANS : e) Field.

9) What are examples of Core tables in the ServiceNow platform?

ANS: d) User, Task, Incident.

10) Which role can manage multiple knowledge bases?

ANS: a) Knowledge_admin.

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

ANS: c) Load Data.

12) What do you activate when you want to add applications or functionality within your
development instance?

ANS: d) plugin.

13) Which application is used primarily to load data into ServiceNow?

ANS: b) System import sets.

14) What are the three key tables in an enterprise CMDB?

ANS: c) cmdb_rel_ci, e) cmdb_ci, f) cmdb.

15) How would you define an Access Control, to allow a user with itil role to have permission to
create incident records?

ANS: a) Name: incident.None; Operation: Create; Role: itil.

16) A Role is defined as what?

ANS: c) A collection of permissions.

17) A manager wants to view a snapshot of month-end Sales performance data, as compared to
Sales targets. In addition, the manager wants to be able to see those monthly numbers trended
over time, and forecasted into the future. What capability do you suggest for this manager?

ANS: d) performance Analytics.

18) What is a no-code approach to control the mandatory or read-only state of a form field?

ANS: c) UI Policy.

19) On a filter condition, which component is always a choice list?

ANS: d) Operator.

20) The ServiceNow platform includes which types of interfaces?

ANS: b) Now mobile apps, c) service Portals, e) now platform UI.

21) An IT manager is responsible for the Network and Hardware management groups; each group
contains 5 team members. These team members are working on many tasks, but the manager
cannot see any tasks on the Service Desk > My Groups Work Test What could explain this?

ANS: a) The manager is not a member of the network and hardware groups.

22) What is the result of the order in which access controls are evaluated?

ANS: c) Ensure user has access to a table, before evaluating access to a field in the table.

23) You are showing your customer a new form that you have created for their new application.
They would like to add a field to the form. Where could you do that?

ANS: c) Click on context menu, select Configure > Form Design. D) Right click on form header select
Configure > Form Layout.

24) When importing data, what happens to imported rows, if no coalesce Field is specified?

ANS: a) All rows are treated as new record. No existing records are updated.

25) Group records are stored in which table?

ANS: a) Group [sys_user_group].

26) What is the most common role that has access to almost all platform features, functions, and
data?

ANS: d) Admin [sn_admin]. System Administrator [admin]

27) Which tool graphically displays an Infrastructure view for a configuration item (CI) and its
relationship with other Cls?

ANS: b) Dependency View.

28) What ServiceNow feature can be triggered by events, and is used to inform users about
activities or updates In ServiceNow?

ANS: d) Alerts. Notifications

29) Which tab on the knowledge base record, would you use to identity the sets of users who are
able to read articles in that knowledge base?

ANS: a) can read.

30) Your customer requires that they be able to monitor which user is performing Impersonation in
their instance. What would you do to meet that requirement?

ANS: c) Activate the glide.sys.log_impersonation prop.

 31) What are advantages of using Flow Designer?

ANS: a) Reduces technical debt, b) smooth integration with 3rd party system, e) less manual scripting.

32) When a flow runs an action, it generates a runtime value, which stays the same for the duration
of the flow. What is the name of this runtime value?

ANS: b) Data pill runtime value.

33) Two departments (HR Onboarding and Faces) have come to you, asking for a way for employees
to request event room set up services. The requirements are the same for the form and the task
routing to the Facilities assignment group.

• For HR, the item will be used primarily for the Onboarding coordinators, for employee
orientation sessions.
• For Facilities, the item will be used for anyone in the company who needs room set up
services.

However, both departments have their own service catalogs. What do you do, to support these

Requirements?

ANS: c) Create one Catalog Item for Event Room Set Up; then publish to the Parent Catalog, which is
accessible to both HR and Facilities. Create one Catalog Item for Event Room Set Up; then publish to both Catalogs.

34) Which statement correctly describes the differences between a Client Script and a Business
Rule?

ANS: a) A client script executes on the client and a Business rule executes on the server.

35) Whet ServiceNow feature allows you to include data from a secondary related table on a
report?

ANS: a) Dot Walking.

36) What are benefits of assigning work tasks to a group, rather than to an individual?

ANS: a) Group can assign tasks to users based on skills, b) Group members can choose their tasks from
My Group Work, c) Groups cam assign tasks to users based on availability, d) Group cam assign tasks to
users on on-call schedules.

37) Showing results for A customer requests the following data quality measures be added:

1. Incident numbers should be read-only on all lists and forms, for all users

2. Short Description field should be mandatory, on all records, across all applications, on Insert.

Which type of policy would you use to meet this requirement?

ANS:d) Data policy.

38) User records are stored in which table?

ANS: a) User [sys_user].

39) Your customer would like to create a new template to notify users who are affected by network
outages at their site. Which module would you use to create a new notification?

ANS: d) System Notification > Email > Notification.

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

ANS: c) Choice.

41) What type of query allows you to filter list data using normal words, instead of the condition
builder?

ANS: a) Natural Lang Query.

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

ANS: d) Any active user.

43) You are asked to create an option in the Service Catalog, which will allow a user to click Get Help and
describe the issue they are having. These forms should create Incident records, which are
automatically routed to the Service Desk which method would you Use?

ANS: a) create record producer.

44) What attributes can you manage, using System Properties > Basic Configuration UI16?

ANS: b) Browser tab title, c) Banner image, f) Header background color, e) Base theme, d)Module text
color.

45) Which ServiceNow capability allows you to provide knowledge articles, via a conversational
messaging interface?

ANS: a) Virtual agent.

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

ANS: a) Preview. Batch

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

ANS: b) Flows.
48) What are the components that make up a filter condition?

ANS: a) Field, c) Value, d) Operator.

49) What is the name of the table relationship, where two or more tables are related in a bi directional
relationship, so that the related records are visible from both tables in a related list?

ANS: c) Many to many.

50) What are different types of Data Sources, which may be imported into ServiceNow?

ANS: a) JDBC, b) Local sources, d) LDAP, e) DataHub.

51) On a Form header, what is the three bar loon called?

ANS: d) Additional Actions or Context menu.

52) A user is complaining that they are seeing a blank page, when they click Creates Now, from your
custom Inventory application. You have confirmed that they can see the Inventory application and
the Create New module on the application navigator. What could be the cause of this issue?

ANS: c) User has read role, but not the write role on the inventory table.

53) What is the best practice related to using the Default Update Set for moving Customizations
between instances?

ANS: a) You should not uses the default update set for moving between instances.

54) What function do you use to add buttons, Iinks, and context menu items on form and lists?

ANS: b) UI actions.

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

ANS: d) User Criteria.

56) Tables may have a One to Many relationships. From the Service Catalog, what are examples of tables
having a one to many relationships?

ANS: a) one cart can have many requests, c) One approval can have many requests, d) One requested
item can have many approvals. - One Request can have many Requested Items
- One Requested Item can have many Approvals
- One Requested Item can have many Catalog Tasks
57) When impersonating a user for testing purposes, what is the best way to return the Instance, logged
in with your user account?

ANS: d) End Impersonation.

58) On what part of the ServiceNow Instance, would you find the option to Impersonate User?
ANS: a)Banner. User Menu

Screenshot 2

1) What is a set of conditions applied to a table list to show a subset of the data?

Ans:- Filter

2) If you have the Impersonate role, what type of user are you not able to impersonate?

Ans:- Extended Security Admin

3) What are the different ways you can create a favorite for a particular record?

Ans:- a) From record from header, click Additional actions menu and select create favorite.

b) From list drag record number to favorite on the Navigator

4) On a list, what part of a table does each column show?

Ans :- A field

5) Which type of field allows you to enter freely using letters, numbers, and special characters?

Ans:- String

6) To quickly return to your instance home page , what item would you click?

Ans:- Instance logo

7) Which admin role required to make changes to High Security Setting?

Ans:- Seurity_admin

8) When the admin role, a user would have access to all platform features, functions and data, with
what exceptions?

Ans:- Human Resources and Security Operations.

9) From the My Approval module, you want to quickly authorize a request. How can you do this
quickly from the list view?

Ans:- Right click on the requested state, select Approve.

10) What are the benefits of assigning work task to a group, rather than to an individual?

Ans:- a) Group members can pick tasks, based on the SLA urgency.
- Groups can assign tasks to users
b) Groups can assign tasks to users based on-call schedules. based on-call schedules
- Groups can assign tasks to users
c) Groups can assign tasks to users tested on skills. tested on skills
- Groups can assign tasks to users
d) Groups can assign tasks to users based on availability. based on availability
- Group members can choose their
e) Group members can pick tasks, based on the highest priority. performed tasks from my Group Work

f) Group members can choose their performed tasks from my Group Work.

11) Which attributes you can manage using system properties > Basic configuration UI16?

Ans:- a) Base Items b) Banner Image c) Browser tab title d) Module test color e) Header Background
color.

12) Which module do you use to access the full-screen view of connect?

Ans:- Connect > Connect Chat

13) A new employee joins the IT department and needs to perform work assigned to Networks and
Hardware Groups. How would you set up their access?

Ans:- a) Add user account to Hardware Group.

b) Create user account.

c) Add user account to Network Group

14) When would you use the following steps?

1. Homepage Admin > Pages

2. Right click on Homepage record.

3. Select Uni… Portal page

Ans:- To add a Homepage to an update set.

15) A subject matter expert routinely receives tasks which have been worked by first and level
support, before receiving the assignment. What could you suggest to make it easier for the expert to
read only the work notes in the Activity log?

Ans:- Click context menu > work notes view.

16) When using the report designer, it is a best practice to make a copy of an existing report then
make modifications to your copy of that report when viewing the report inside the designer , how
would you make a copy of the report?

Ans:- Click on the down triangle and select insert and stay.

17) On a business rule, when setting determines of what point the rule executes what are the
options for specifying that timing?

Ans:- Before, After, Async, Display

18) What is the language used for scripting in ServiceNow?

Ans:- Javascript
19) Which script can run when a record is displayed, inserted, updated, deleted or when a table is
queried?

Ans:- Business Rule

20) What process allows user to create, categories, review, approve and browse important
information in a centralized location that is shared by the entire organization?

Ans:- Knowledge Management

21) Which store front is a single location for accessing pre-hulf spokes, to quickly integrate with third
party services to build and share content?

Ans:- Integration Spoke Hub

22) Which role can manage multiple knowledge base?

Ans:- Knowledge_admin

23) Here is the example of the criteria set for a knowledge base:

* Companies : ACME North America

* Departments : HR

* Groups : ACME Managers

* Match All : Yes

In this example, what users would have access to this knowledge base?

Ans:- Member of the ACME manager group, who are also members of HR Department and part of
ACME North America.

24) You are creating a catalog item for ordering a new desktop computer. The computer have these
options:

Color : Black or Silver

RAM : 32 MB or 64 MB

Keyboard : Standard or Ergonomic

Monitor : 24 inch or 32 inch

How would you add these options to the Catalog item form?

Ans:- Add Variables

25) A service catalog project will involve building 80 catalog items for each of the catalog items, the
following fields will be mandatory on the forms :

* Requested for

* Requested by

* Approving manager

* Delivery Instructions

All of the other variables will be specific to the individual catalog item. What features you use when
designing the catalog item form?

Ans:- Create one variables set for the four variables ; then add that variable set to each of the 80
catalog itmes.

26) What is the best practice regarding data imports?

Ans:- Plan time before your import to remove absolute or inaccurate data.

27) Which ServiceNow resources can be used as a blueprint to map your IT services to ServiceNow?

Ans:- Common Service Data Model (CSDM)

28) What are the steps for importing data using an import set?

Ans:- Load the data ; create transform map ; Transfer data ; Clean up import table
29) What section on the CI form , can you find information about the other CIs associated with your
CI?

Ans:- Related Items

30) You have been asked to create a way for users to order a new iPhone , but only if they get two
levels of approval , The approvers and users should be automatically notified at each approval level.
What feature would you use to manage the approvals and notifications?

Ans:- Flows

31) When importing data , what happens to imported rows , if no coalesce field is specified?

Ans:- All rows are treated as new records. No existing records are updated.

32) What tool allows you to drag and drop to specify links between source fields on an Import set
tables and destination fields on any servicenow tables?

Ans:- Mapping Assist Utility

33) When importing data from a spreadsheet which step defines where the incoming data columns
will be written in the receiving table?

Ans:- Field Mapping

34) A manager wants to run a report showing how many services Requests have been fulfilled for
Business Cards , since the beginning of the year. What table would they select for building this
report?

Ans:- Requested Item [sc_req_item]

35) Which type of scripts run in the browser?

Ans:- UI policies & client scripts

36) What instance resource allows you to access guided tours , information about actions and
instructions on how to use inputs and outputs in your flow?

Ans:- Help panel Getting started

37) The wait time for end users is based on the round-trip between client and the server. What
activities are included in the round trips?

Ans:- Request+ response

38) What utility enables process _____ to author cross- enterprise workflows written a single ,
unified process?

Ans:- Flow Designer

39) A customer has asked for the following updates to a form:

* Make resolutions code mandatory , when state is changed to resolved.

* Hide Major incident check box, unless logged in user has a major Incident Manager role.

What type of rule would you use to implement this requirement?

Ans:- UI policy and Actions

40) Which flow components allow you to specify when a flow should be run?

Ans:- Trigger And Condition

41) While testing a catalog item for ordering an experative computer the mandatory approval is
being skipped for requestor Bob Smith but not for any of the other requestor. What could explain
the issue?

Ans:- The Bob Smith user account , does not have a manager specified.
There is a business rule, excluding Bob.Smith from any approvals.
42) What module do you use to access the reports that are available to you?

Ans:- Reports > View/Run

43) Why is it recommended that you limit update sets to a maximum of 100 records?

Ans:- a) Reduce Potential Conflicts.

b) Make it easier to identify and review changes.

44) A customer has a Human Resources knowledge Base , which is only accessible to members of
the Human Resources department. A new procedure regarding employee quarterly reviews needs
to be published to the knowledge base , but should only be visible to HR managers. How would you
meet this requirement?

Ans:- On the knowledge Base, create an HR Managers category , add user criteria for HR manager
group on the category’s can Read list then publish the article to that category.

45) When using the Report Designer it is a best practice to make a copy of an existing report , then
make modification to your copy of that report when viewing the report inside the designer , how
would you make a copy of the report?

Ans:- Click on the down triangle and select insert and stay.

46) For a customer’s inventory application , several inventory specification fields are needed on an
inventory ticket. These tickets will be assigned to inventory support team members. How would you
start to implement this requirement?

Ans:- Create inventory table as an extended table from the task table , then add the inventory
specification fields as needed.

47) A subject matter expert routinely receives tasks which have been worked by first and level
support , before receiving the assignment. What could you suggest to make it easier for the expert
to read only the work notes in the Activity log?

Ans:- Click context menu > work notes view

48) What is the best way to learn about Performance Analytics?

 Ans:- Take a ServiceNow Performance Analytics course on Now Learning.

49) What are the examples of core tables in the ServiceNow Platform.

Ans:- User, Task, Incident.

50) A department users SLA data ______ to run reports. They keep asking for help with building
reports off of the same set of tables . They seems to be conducted by DOT walking. What could you
do to make it easier for them to build their reports?

Ans:- Create a Data Source for them and show item how to use it.

*Screenshot 3*

1) A subject matter expert routinely receives tasks which have been worked by first and level support,
before receiving the assignment. What could you suggest to make it easier for the expert to read
only the work notes in the activity log?

a) Click Context menu > Work Notes View

b) Click Funnel loon and select only work notes

c) Click Context menu > History

d) Click Personalize icon and select Activity Stream

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

ANS: B

2) Your customer requires that they be able to monitor which users are performing impersonations in
their instance, what would you do to meet their requirement?

a) Add the role Log Write [sn_log_write] to the Impersonator Group

b) Activate the glide.sys.log_impersonation script

c) Create user update set for impersonation tracking

d) On the Impersonator role record, right click and select Create Log

e) From User icon, select Elevate Roles

 ANS: B

3) A manager wants to view a snapshot of month-end sales performance data, as compared to Sales
target. In addition, the manager wants to be able to see those monthly numbers trended over time,
and forecasted into the future. What capability do you suggest for this manager?

a) Key Performance Indicators

b) Scheduled Reports, a custom snapshot table, and a Trend report

c) Scheduled Reports, a custom snapshot table, and a Projection report

d) Performance Analytics

e) Scheduled Reports and Excel

ANS: D

4) Table can be characterized in multiple ways which of these come combinations is impossible? a)

Custom and Core

b) Custom and Child

c) Base and Parent

d) Custom and Parent

e) Core and Base

f) Child and Core

g) Custom and Base

h) Parent and Child

ANS: A

5) Sections on a form can appear as

 One or two columns

 Tabs

From form Designer, how do you define a section so it displays as ab tab?

a) Click the Gear and check the Tab option

b) Click Context Menu > Configure Tabs

c) Add _tab to the end of the section name

 d) Add _tab to the end of the section name

e) Name the section

ANS: E

6) When importing data from a spreadsheet, which step defines where the incoming data columns will
be written in the receiving table?

a) Schedule Transform

b) Select Date Source

c) Field Mapping

d) Load Data

e) Create Transform Map

ANS: C

7) A new employee joins the IT department and needs to perform work assigned to Network and
Hardware groups. How would you set up their access? (Select 3 options)

a) Add user Account to Hardware group

b) Add User Account to ACL

c) Add User Account to the group (Not clear in Image)

d) Create User Account

e) Add user Account to IT Knowledgebase

f) Add User Account to Network group

ANS: A,D,F

8) What is a best practice regarding data imports?

a) Plan time before you import to remove an obsolete or inaccurate data

b) use extremely large Import Sets instead of multiple large Import Sets

c) Adjust your Transform maps, after the data is loaded into the target table

d) Create a new import set table for each new data load

e) Monitor data quality and clean imported data, using the Data Scrub Workspace
 ANS: A

9) Your customer wants to add the company’s email banner to each customer facing email notification.
How would you approach this requirement?

a) Create a Company http email wrapper

b) Create a Company email templates

c) Create a Company CSS package for emails

d) Create a Company email header and footer

ANS: b

10) With the admin role, a user would have access to all platform features, functions and data, with
what exceptions?

a) High Security and Human Resources

b) Human Resources and Security Operations

c) Employee Personality Identifiable Information (PII) and Security Operations

d) Human Resources and Enterprise CMDB

e) Security Operations and Vulnerability Response

ANS: b

11) From the my Approval module, you want to quickly authorize a Request. How can you do this quickly
from the list view?

a) Right click on the Requested State, select Approve

b) Right click on the Approval number, select Approve

c) Select Approval record by checking box, click on green check

d) Right click on the Approval number, select Approved, click green check

ANS: b

12) You have been asked to create a way for users to order a new iPhone, but only if they get two levels
of approval. The approvers and users should be automatically notified at each approval level. What
feature would you use to manage the approvals and notifications?

a) Flows

b) Approval Criteria

c) Approval Chains
d) Approver Delegates

e) Parent-Child Approvers

ANS : a

13) Which module do you use, to access the full-screen view of connect?

a) Connect > Dashboard

b) Connect > Workspace

c) Connect > Connect Chat

d) Connect > Tools > Workspace

e) Connect > Agent Workspace

ANS: C

14) What are the different ways you can create a Favorite for particular record?

a) From the record Related Links, click Add Favorites

b) From the record form header, click the Star icon

c) From the record form header, click Additional Actions menu and select create Favorite d) From

list, click the Star icon

e) From list, drag record number to Favorites on the Navigator

f) From the record form header, click Paperclip icon

ANS: c ,d, e Answer: B,C,D

15) Which type of field allows you to enter freely using letters, numbers, and special characters?

a) Multi line text

b) Single line text

c) Open Text

d) Text

e) String

ANS: e

16) When would you use the following steps?

 Homepage Admin > Pages

  Right click on Homepage record

 Select Unified Portal Page

a) To add a Homepage to an Update Set (Not clear in Image)

b) To delete a Homepage

c) To publish a Homepage to the portal

d) (Not clear in Image)

ANS: a

17) The wait time for end users is based on the round-trip between the client and the server. What
activities are included in the round-trips?

a) Submit + Query

b) Request + Response

c) Insert + Verify

d) Save + Update

e) Write + Read

ANS: b

18) While testing a catalogue item for ordering an expensive computer, the mandatory approval is being
skipped for requester Bob Smith, but not for any of the other requesters. What could explain the
issue?

a) The manager does not have delegate assigned

b) There is business rule, excluding Bob Smith from any approvals

c) The b Bob Smith user account, does not have a manager specified

d) Bob Smith is a VIP

e) Bob Smith does not have a delegate set up on his account

ANS: C

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

a) Self-Service > My Reports

b) Reports > Overview

c) Reports > Homepage

 d) Reports > View / Run

e) Self-Service > My Dashboards

ANS : D

20) What is the best way to learn about Performance Analytics?

a) Use the ServiceNow wiki

b) Schedule a demo with ServiceNow sales team

c) Take a ServiceNow Performance Analytics course on Now Learning

d) Activate the plug-in on your production environment and start the default data collectors

ANS : c

21) A department uses SLA data extensively to run reports. They keep asking for help with building
reports off of the same set of tables. They seem to be confused by Dot Walking. What would you do
to make it easier for them to build their reports?

a) Create a custom table to house their reporting data

b) Write knowledge articles explaining how to do Dot Walking

c) Create a Data Source for them, and show them how to use it

d) Send a team member to a reporting class, lock out any untrained users

e) Show them how to export to excel Excel format

ANS : C

22) What are the examples of Core tables in the ServiceNow platform?

a) Team, Party, Awards

b) User, Task, Incident

c) Work, Caller, Timecard

d) Base Configuration Item, Configuration Item, Base Task

ANS : b

23) When using the CI dependency view, how would you view the relationship between one CI and
another CI?

a) Click on plus to expand cluster

b) Click down arrow, View Relationship

c) Hover on connection line

d) Right click, View Relationship

ANS : D

24) Why is it recommended that you limit update sets to a maximum of 100 records? (2 Options)

a) Comply with ISO audit requirements

b) Smaller update sets can be imported to production during business hours

c) Reduce potential conflicts

d) Improve ability to troubleshoot issues with the default update set

e) make it easier to identify and review changes

f) keep update set logs shorter

g) Make it easier for developer to organize their work

ANS : E,F maybe C & E.

Screenshot:- 4

1. What table acts as a staging area for records imported from a data source?

A. Staging Table

B. Temp Table

C.Transform table

D.Import Set Row Table

Ans:- Import Set Row Table

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

A. No users B. ITIL users. C. Users with kb_user role D. Any user with an article’s permalink

E. Any Active user

Ans:- Any active user

3. The customer wants all users to Have access to the records in the offerings[offering] table.

What selling on access control definition would you use to grant access to all of the offering table
records.

A.Offering none B. None offering C.Offering name

Ans:- Offering none

4. A new Services desk employee in Latin American complairs then the creates dates and lines are
incorrect on their incident last. What would you suggest to fix this issues?

Ans:- Use the system properties to correct the instance’s time zone.

5. A subject matter expert routnely receives tasks which have been worked by first and level
support, before receiving the assignment. What could you suggest to make it easier for the expert
to read only the work notes in the Active log?

Ans:- Click context menu > work notes view

6. A service catalog project will involve building 80 catalog items. For each of the catalog items, the
following fields will be mandatory on the forms

* Requested by

*Requested for

*Approving manager

*Delivery instructions

All of the other variables will be specific to the individual catalog item. What feature would you use
when designing the catalog item form?

Ans:- Create one variable set for the four variables then add that variables set to each of the 60
catalog item.

6. On a business rule the When setting determines at what point the rule executes. What are the
options for specifying that timing?
Ans:- Before, After, Async, Display

7. Here is an example of the criteria set for a knowledge base:

* Companies: ACME North America

* Departments: HR

*Groups: ACME Managers

*Match All: Yes

In this example, what users would have access to this knowledge base?

Ans:- Members of the ACME manager group who are also members of HR Department and part of
the ACME North America.

8. A department uses SLA data extensively to run reports. They keep asking for help with building
reports off the same set of tables. They seems to be conducted by Dot Walking. What could you do
to make it easier for them to build their reports?

Ans:- Create a Data Sources for them and show them how to use it

9. On a form header, what icon would you click to access Template feature?

Ans:- More Options(…)

10. When adding a related list to a form, you choose the related list from the list collector.

What is an example of a released list you might see on the list you might see on the list collector?

Ans:- Outage > Task Number, Catalog Task > Parent, Problem > Parent. - Outage > Task Number
- Catalog Task > Parent
- Problem > Parent

11. In Flow Designer, where is the data from an action stored so it can be used in subsequent actions
in the flow?
Ans:- Data pill

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

Ans:- Process Automation > Flow Designer

13. What are different types of Data Sources, which may be imported into Servicenow?

Ans:- JDBC Connection, Network server, LDAP connection, Local sources (i.e. XML, CSV, Excel)
- JDBC Connection
- Network server
- LDAP connection
- Local sources (i.e. XML, CSV, Excel)
14. What are the examples of UI Actions relating to forms?
- Form Context Menu
Ans:- Form context menu, Form Links, Form Buttons
- Form Links
- Form Buttons

15. Which icon would you double click, to expand and collapse the list of all Application and
Modules?

Ans:- Applications

16. On what part of the ServiceNow Instance , would you find the option in Impersonate Users.

Ans:- Banner User Menu

17. Which tab on the knowledge base record would you use to identify the sets of users who are
able to read articles in that knowledge base?

Ans:- Can Read

18. What feature available in Knowledge Management to support continuous improvement on the
knowledge asrticles?

Ans:- Flag Article, Tag as Helpful, Add comments, Rate with stars
- Flag Article
- Tag as Helpful
- Add comments
- Rate with stars
19. When a custom table is created which access control rules are automatically created?

Ans:- create, read, delete,update - create

- read
- delete
- update/write
20. What are advantages of using Flow designer?

Ans:- a. Less manual scripting, b.reduces technical debt, c. smooth integration with 3rd party systems
- Less manual scripting
- reduces technical debt
- smooth integration with 3rd party systems
21. When you set a policy that is applied to all data entered into the platform(UI, Import Sets, or
Web Services) where does this policy run by default?

Ans:- Server

22. What are the main components of the Form Design interface?

Ans:- Field Layout, Form Layout, Page Header

23. When would you use the following steps?

a.Homepage admin > Pages

b.Right click on Homepage record.

c.Select Unload Portal Page

Ans:- To add a Homepage to an Update Set

24. How would you navigate to the Schema map For a table?

Ans:- System Definition > Tables; Select Table; Go to related links and click show schema Map.

25. What feature allows you to limit who is able to contribute or read knowledge within a
knowledge base?

Ans:- User Criteria

26. What does National Language Query allow you to do on a list?

Ans:- Automatically select a filter based on keywords.

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

Ans:- Transform map

28. What import utility does the system use when the field names on the import set match the
name of the fields on the Target table?

Ans:- Mapping Assist Tool

29. Which could you follow when testing a catalog item that has a manager approval flow?

Ans:- a. Make sure the latest flows are activated. B. Impersonate the requestor to ensure the form
works. C. Make sure the requestor user record has a manager specified.

30. When selecting the Target table for an import which tables can you select?

Ans:- 1.Tables within the existing application scope.

2.Tables within the global scope

3. Tables which allow write access to other application.

31:- A user wants to create a set of filler conditioners, where they want to show records which
satisfy two conditions:

• Incidents where the state is Closed

• Incidents where Assignment Group is Network

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

Ans:-Define the first condition; click AND button; define second condition; click Run
32. You have an existing customer who is using workflows for their catalog items. Their existing
purchasing policy is to require approval for any request that totals over $1000. However,
management wants to change the approval threshold to $1500. Which workflow would you update
to make this change?

Ans:- Purchasing process flow service catalog request

33. What options can you see when you right click on a CI dependency view map?

Ans:- a. View Affected CI’s, b. View Rejected Tasks, c. View related Outages.
- View Affected CI’s
- View Rejected Tasks
- View related Outages
34. What servicenow feature allows you to include data from a secondary related table on a report?

Ans:- DOT walking

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

Ans:- a. Create Catalog item for the Tablet, and add a variable set to the form for the accessary
options

b. Create a Record producer and on the form add a check box variable for each accessory option.

c. Create a catalog item for the table and on the form add a check box variable for each accessory
option

36. When using Context Menus on list, form, and column headings what are quick ways to access
the menus?

Ans:- a. Right click on the list , form, or column heading b. Click on context menu icon.

37. Business rule is a server-side script that runs when a record is displayed, inserted, updated, or
deleted, or when a table is queried. true
38. Sections on a form can appear as:

* One or two columns

* Tabs

From Form Designer, how do you define a section so it displays as a tab?

Ans:- Add tab to the end of the Section Name Name the section

39. When using the Report Designer it is a best practice to make a copy of an existing report, then
make a modification to your copy of that report. When viewing the report inside the designer how
would you make a copy of the report?

Ans:- Click on the funnel icon & select create copy

click on the down triangle and select insert and stay

40. A department uses SLA data extensively to run reports.They keep asking for help with building
reports off of the same set of tables. They seem to be conducted by Dot Walking. What could you
do to make it easier for them to bulk their report?

Ans:- Create a Data source for them and show them how to use it.

41. While testing a catalog item for ordering an expensive computer the mandatory approval is
being skipped for requestor Bob Smith, but not for any of the other requestors. What could explain
the issue?

Ans:- There is a business rule, excluding Bob Smith from any approvals

42. Why is it recommended that you limit update sets to a maximum of 100 records?

Ans:- a. Make it easier to identify & review changes b. Keeps update set logs shorter

43. Which type of scripts runs in the browser?

Ans:- UI Policies and Client scripts

44. When importing data what happens to imported rows if no ……. Field is specified?

Ans:- All rows are created as new records , No existing records are updated.

45:- Which ServiceNow resources can be used as a blueprint to map your IT services to Servicenow?

Ans:- (CSDM) Common Services Deca model

46. A new employee joins the IT department and needs to perform work assigned to Network and
Hardware groups. How would you set up their access?

Ans:- a. Create user account, Add user account to IT knowledge , Add user account to Network
Froup - Creat user account
- Add to hardware group
- add user account to network group

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

Ans:-Activate the application plug in an your PD1.

 San Diego CSA Question(Neha)
1) When adding a related list to a form, you choose the related list from the list collector, What is an
example of a related list you might see on the list collector?

Ans:- 1: Outage->Task Number 2: Problem==Parent 3: Catalog Task->Parent

2) What types of entities can receive task assignments, in ServiceNow?

Ans:- Groups and users

3) Your company is giving all first line workers a special T-shirt as a recognition for their hard work.
Management team wants a way for employees to order the T-shirt, with the ability to specify the
preferred size and color. How would you ensure that only first line workers (non- managers) can submit
the order?

Ans:- Create Catalog Item and use the Not Available list to specify the Manager Group

4) Which ServiceNow utility provides a modem interactive graphical interface to visualize

configuration item and their relationship.

Ans:- Dependency View

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

Ans:- Service Level Agreements

6) What is the definition of group?

Ans:- collection of users

7) What tool is used to import data from various data sources and map that data into servicenow
tables?
Ans:- Import Set

8) While on an incident record, how would you add a tag for “Special Handling” to the record?

Ans:- Click on the More Option(…._ icon, click Add tag, type Special Handling, press enter

9) On a form, which type of field has this icon which can be clicked, to see a preview of the
associated record?

Ans:- Reference
10) What is the best practice related to using the Default Update Set for moving customization
between instances?

Ans:- You should not use the Default Update Sets for moving between instances.

11) How would you distinguish between Base Class Table and a Parent Class Table?

Ans:- Base Class table is not extended from another table. Parent class table may be extended from
another table

12) On what part of the ServiceNow instance, would you find the option to access applications, like
incident management?

Ans:- Application Navigator

13) In flow designer, where is the data from an action stored so it can be subsequent actions in the
flow?

Ans:- Data Pill

14) What icon do you use to change the label on a Favorite?

Ans:- Pencil

15) How is the ServiceNow platform set up so that Administrators can easily configure their instance
to send an email at the end of an upgrade?

Ans:- Administrators can update the email notification named “System Upgraded” in the “System
upgraded” in notification module by adding the appropriate user to receive it
Administrators can write a Business Rule to send out an email to the Administrator when an Update is complete
16) How is the ServiceNow platform set up so that Administrators Can easily configure their
instances to send an email at the end of an upgrade?

Ans:- :- Administrators can update the email notification named “System Upgraded” in the “System
upgraded” in notification module by adding the appropriate user to receive it

17) What capability allows users to create dashboards with widgets to visualize data over time in
order to identify areas of improvement?

Ans:- Performance Analytics

18) What role enables someone to authorize a request, with no other permissions on the platform?

Ans:- Approver
19) What are advantages of using Flow Designer?

Ans:- a) Reduces technical debt, b) smooth integration with 3rd party system, e) less manual scripting

20) When a custom table is created, which conditional are automatically created?

Ans:- Create, read , update , delete

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

Ans:- User Criteria

22) A role is defined as what?

Ans:- A collection of permissions.

23) What catalog tool would you use to create a catalog item or record producer?

Ans:- Catalog Builder

24) A customer wants to be able to identify and track components of their infrastructure that support
their eCommerce service. What ServiceNow product could support this requirements?

Ans:-

25) Many Actions are included with flow designer, what are some frequently used core actions?
- Create Record
Ans:- -- Ask for Approval
Look Up Record
- Wait for Condition
26) As administrator what must you do to access features of High Security Setting?

Ans:- Use system administration -> elevate role module

27) On the knowledge base record which tab would you use to define which users are able to write
articles to the knowledge base?

Ans:- Can read

28) For your implementation, the following tables are extended from each other.

* Incident table is extended from task table.

* Super incident table is extended from incident table.

In this situation which tables are parent, Child, And Base table.
Ans:- 1) Task table is a Base table 2) Incident table is a parent table 3) Incident table is child table
4)Task Table is parent table 5) Super Incident table is a child table

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

Ans:- The Public Setting

30) The report designer contains different sections for configuring your report. Which section is used
to adjust the look of your report, including colors, tiles and legend layout?

Ans:- Style

31) On a filter condition which component is always a choice list?

Ans:- Operato Operation

32) On Access Control Definition what are ways you can set the permission on a Table?

Ans:- Conditional Expressions, Roles, Script that sets the answer variable to true or false

33) A customer has asked for the following updates to a form:

* Make Resolution code Mandatory, when state is changed to Resolved.

* Hide major incident check box, unless logged in user has Major Incident Manager Role

Ans:- UI Policy

34) What is the platform name for the Group table?

Ans:- sys_user_group

35) When moving a homepage or dashboard between instance what must you remember?

Ans:- Manually add them to the update set

36) Which best describes a field in servicenow table?

Ans:- A field is a table cell that stores data

37) When creating a new notification, what must you define?

Ans:- a) Who receive the notification b) What is the content of the notification c) Under what
conditions is the notification sent

When to send
Who will receive
What it will contain
38) While showing a customer their incident form, they ask to change the Priority field title to display
their internal terminology PValue. How would you do that?

Ans:- 1) Right Click on priority and select configure label

2) Right Click on priority and select configure dictionary

39) Which is the base tables of the configuration management database hierarchy?

Ans:- cmdb

40) Which type of ServiceNow script runs on the web browser?

Ans:- Client Script

41) Which banner icon do you use to change your personal system setting, like your instance color
scheme?

Ans:- Gear

42) When building an extended table from a base table , which fields do you need to create?

Ans:- 1) The fields that are not in the base table

2) The fields that are specific to the extended table

43) What Section on the notes tab shows the history of the work documented on the record?

Ans:- Activity

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

Ans:- Service Level Aggrement

45) On the CI Dependency View what enables you to trace from an infrastructure item like a Server to
the Services that are dependent on that Server?

Ans:- Relationship

46) The Employee On-Boarding team has asked for a way for managers to order computers monitors
business cards and cell phones for new employees. How would you proceed to meet this
requirement?

Ans:- Create Order Guide

47) Which modules can you use to create a new table?

Ans:- Tables, Tables & Columns

48) Which module would you use to customize your instances banner image text and colors?

Ans:- System Properties > Basic Configuration System Properties > Basic Configuration U16

49) When using the Data Pill Picker use which keys to dot walk to fields in other tables?

Ans:- Arrows

50) Which type of field allows you to look up values from one other table?

Ans:- Reference

51) What tables acts as a staging area for records imported from a data source?

Ans:- Import Set Row Table

52) From a related list what would a user click to personalize the layout of the columns?

Ans:- Gear

53) What access does user need to be able to import articles to a knowledge base?

Ans:- Can contribute

54) What are advantages of using spokes for integrations?

Ans:- i. Automated Event management ii. Ensure discoverability and reuse iii. Reduces the need for
code

55) What options can you see when you right click on a CI from the CI dependency view map?

Ans:- View Related tasks list, affected CIs, recent outages

56) When looking at a long list of records you want to quickly filter to show only those which have
Short Description containing email. How might you do that?
Ans:- Click List Magnifier to expand columns search on Short Description , type email, click enter

57) When importing spreadsheet data into ServiceNow what is the first step in the process?

Ans:- Load Data

58) When looking at a long list of records you want to quickly filter to show only those which have
Category of Hardware. How might you do that?

Ans:- On the list locate and right click on the value hardware select show matching
59) Which ServiceNow utility gives a Service Desk agent the ability to trace from a Service having an
issue to see which CI supporting that service have action issues?

Ans:- CI dependency View

60) What module enables an administrator to define destinations for imported data on any
ServiceNow tables?

Ans:- Transform map

61) What are examples of UI Actions relating to lists?

Ans:- List Choices, List Buttons, List Links, List Context Menu

62) What is the primary objective of the Display Business Rule?

Ans:- To defines what happens on a form when a particular field changes

63) Many actions are included with flow designer what are some frequently used core actions?

Ans:- Look up record, Wait for condition, Ask for approval, Create Record

64) On what part of the ServiceNow instance would you find the options to access applications like
incident management

Ans:- Application Navigator

65) A customer wants to be able to identify and track components of their infrastructure that support
their eCommerce service, What ServiceNow products could support this requirement?

Ans:- Configuration Management(CMDB) , Discovery , .Asset Management

66) What controls the publishing and retiring process for knowledge articles?

Ans:- Workflows

67) How is a user defined in ServiceNow?

Ans:- A user is a record stored in the user[sys_user] table

68) On the CI Dependency View what enables you to trace from an infrastructure item like a Server
to the Services that are dependent on that Server?

Ans:- Relationship

69) When importing spreadsheet data into ServiceNow what is the first step in the process?

Ans:- Load Data

70) What access does user need to be able to import articles to a knowledge base?

Ans:- Can contribute

71) Which module enables an administrator to define destinations for imported data on any
ServiceNow tables?

Ans:- Transform Map

72) What section on a task record would you use to see the most recent update made to a
record?

Ans:- Activity

73) The report designer contains different sections for configuring your report. Which section is
used to specify grouping and calculations to be run against the data?

Ans:- Data

74) While designing a flow how do you reference data from a record in that flow?

Ans:- Specify the source table on the data pill related list

75) On the reports page what sections allow you to see which reports are visible to different
audiences?

Ans:- Global, Group, My Reports, All

76) Tables may be set up with Many to Many relationships. What is a classic example of a
scenario where the tables would have many to many relationships?

Ans:- A configuration item can belong to multiple classes and classes can contain multiple
configuration item

77) After finishing your work on High Security Setting what is a possible way to return to normal
admin security levels?

Ans:- End Impersonation Click the Elevate role then uncheck the security_admin

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

Ans:- Reference

79) Which ServiceNow capability provides assistance to help users obtain information make
decisions and perform common work tasks via a message interface.
Ans:- Virtual Agent

80) When managing tags, you can adjust who is able to see it. What are the visibility options?

Ans:- Me, everyone, group&users

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

Ans:- Specify the source table on the data pill related list

82) What type of entities can receive task assignment in servicenow?

Ans:- Groups and Users

83) The ServiceNow platform supports a wide variety of plug-and-play applications. You can
choose from the included workflows or build your own workflow. Which of these workflows are
included in the platform?

Ans:- Customer Workflow, Employee Workflow, IT workflow

84) What Service Catalog feature do you use to organize items into logical groups?

Ans:- Categories

85) Access control rules are applied to a specific table like the incident table. What is the object
name for a rule that is specific to the incident table and the major incident field?

Ans:- incident=>major_incident