Correct

Question: Who can add or remove widgets in a dashboard?
Select 3 Answers from the below options.

Users with report_admin role
Users with view access to the dashboard
(Incorrect)
Dashboard owner
(correct)
Users with edit access to the dashboard
(correct)
Users with dashboard_admin role
(correct)
Question 2: Incorrect
Which script runs when a record is displayed, inserted, updated, deleted or when a table is
queried?
UI Policy
Client Script
Business Rule
(correct)
Data Policy
(Incorrect)
Which of the following are Data management plugins?
Many to Many task relations
(correct)
Data Archiving
(correct)
Schema map
(Incorrect)
Table cleaner
Database Rotations
(correct)
What is the system behaviour when applying a data policy to the list view to make a field read-
only?
The field will be hidden from the list view and cannot be added back to the personalised list.
The field will appear to be editable, but the update will fail.
(correct)
The field will still be editable and can be successfully updated.
The field will appear read-only and cannot be updated.
(Incorrect)
Each ServiceNow solution provides its own guided setup. When implementing IT Service
Management (ITSM), where would you navigate to update Now Platform user interface
branding, including the company logo and colours?
Team Development > Properties
Guided Setup > ITSM Guided Setup
(correct)
System Properties > My Company
(Incorrect)
System Properties > Basic Configuration UI16
(correct)
Learn more here!
Question 6: Correct
Which search feature can you use to narrow down search results in ServiceNow?
Platform Locators
Context Finder
Containers
Wildcard Characters
(correct)
The CMDB is the authoritative source of what information?
Contact
(correct)
Contents of all server and application configuration files
Owner
(correct)
Server log files
(Incorrect)
Support group
(correct)
Question 8: Correct
What variable type should be used to allow uploading an attachment from a Question in a
catalogue item?
Reference
URL
HTML
Attachment
(correct)
Question 9: Correct
Your manager asks you to build some reports on your group tasks. Where do you start?
Self-Service > My Reports
Resource > Resource Reports > Reports - New
Performance Analytics > Create Reports
Service Catalog > Request Reports
Reports > Create New
(correct)
Question 10: Correct
You have a requirement to create a set of filter conditions on the Incidents list to show the
records that satisfy the following conditions:
Incidents where the state is Resolved or Closed;
Incidents where the Assignment Group is one of your groups.
After clicking the Funnel icon and defining the first condition, what steps should you take?
Click AND button; define the second condition; press the Save button.
Click Run; overwrite the first condition with the second condition; press enter.
Click OR button; define the second condition; press Run.
This requirement cannot be achieved by the list filters, and it requires advanced reporting.
Click AND button; define the second condition; click Run.
(correct)
Select Assignment group on the Search box on the top bar; press enter.
What do each record and each field correspond to in a table?
Each record and field corresponds to a row in a table.
Each record corresponds to a column in a table and each field to a row on that table.
Each record and field corresponds to a column in a table.
Each record corresponds to a row in a table and each field to a column on that table.
(correct)
What is Configuration Item (CI)?
Information that further describes a CI such as a name, serial number, or operating system
A database used to store configuration records throughout their lifecycle
(Incorrect)
Components of an infrastructure required to deliver a product or service
(correct)
A set of tools and databases that are used to manage an organizations configuration data
What of the following roles cannot be delegated?
admin
(correct)
user_admin
itil
(Incorrect)
role_delegator
(correct)
What actions can you do with Flow Designer?
Look up and delete multiple existing records as a single action.
(correct)
Test a flow, subflow, or action in the background.
(correct)
Duplicate an action or subflow within a flow.
(correct)
Define when the flow is performed.
(Incorrect)
Which icon should you double-click to expand and collapse the list of all Applications and
Modules?
Pencil
Application
(correct)
Clock
Funnel
(Incorrect)
Star
What are the four access control rules that the system creates by default when a custom table
is created?
Archive
Delete
(correct)
Write
(correct)
Read
(correct)
Create
(correct)
Access
Select the report visualisation types that can be generated from a list of records.
Pie chart
(correct)
Line chart
(Incorrect)
Single score
Bar chart
(correct)
(R) What related list can you use to extend and track the different types of groups assigned to a
Configuration Item?
Dynamic CI Group
CMDB Alert Groups
Resource Group
(Incorrect)
Teams
(correct)
What are the 3 types of Flow Designer triggers?
Work-based
Schedule-based
(correct)
Role-based
(Incorrect)
Application-based
(correct)
Record-based
(correct)
What CMDB table stores the basic attributes of all the configuration items?
Base Configuration Item [cmdb]
Configuration Item [cmdb_ci]
(correct)
CI Relationship [cmdb_rel_ci]
Configuration File [cmdb_ci_config_file]
What are the steps for applying an update set to an instance?
Retrieve
(correct)
Preview
(correct)
Commit
(correct)
Delete
Copy
(Incorrect)
Which of the following applications is available to all users?
Incident
Facilities
Self-Service
(correct)
Change
What is created by default when you create a new table?
Application Menu with the same name as the table Label
(correct)
Module with the plural of the table Label
(correct)
A table-specific admin role
(Incorrect)
Dashboard to manage the table's activity
Which tab contains the Activity Stream for a task?
History
Related Records
Resolution Information
Notes
(correct)
Related Links
What are the two options to define the fulfilment process for a service catalogue item?
Roadmap
Flow
(correct)
Plan
Workflow
(correct)
What can be used to extend the Flow Designer to call 3rd party systems such as automating
Microsoft Services and infrastructure using PowerShell and REST?
Third-Party Import Maps
Workflow
IntegrationHub
(correct)
REST API Explorer
What is selected on the Now Platform to impersonate another user?
User menu
(correct)
Magnifying glass
(Incorrect)
System settings
Application Navigator
What are the different Schema relationship types that are supported for tables?
Depending
Referenced by
(correct)
Extending
(correct)
Extended by
(correct)
Depended by
(Incorrect)
Referencing
(correct)
What type of service catalogue item is used to create an incident or raise an HR case?
Order an item
Request a service
(Incorrect)
Record producer
(correct)
Maintain a service
What Visual Task Board type automatically updates the tasks when the respective cards are
edited or change lanes?
Freeform
Guided
(correct)
Flexible
List
Which tool is used to determine relationships between fields in an import set and an existing
table?
Target Table
Transform map
(correct)
Import Set
Coalesce
(R) How can you measure and track article views, page views, and searches performed by
unauthenticated users?
By retiring the articles accessed by unauthenticated users
By collecting knowledge usage metrics
(correct)
By reporting on the number of published articles
By removing the user criteria for the knowledge articles
What ServiceNow component would you use to see which Applications and Modules contain
the word ‘Task’?
Content frame
Favorites
Help Sidebar
Global search
(Incorrect)
Filter Navigator
(correct)
Notifications in the Now Platform occur through which of the following methods?
Meeting Invitation
(correct)
Virtual Agent
Email
(correct)
Workplace Chat
SMS
(correct)
Which of the following are the different ways to create a favourite?
Drag the breadcrumbs of a filtered list to the Favorites tab
(correct)
Select the personalisation gear icon
Select the star of its corresponding section
(Incorrect)
Select the star of its corresponding application or module
(correct)
Drag an individual record to the Favorites tab
(correct)
Where does the System Administrator navigate to edit a catalogue item?
Service Portal
Create Incident
Service Catalogs
(Incorrect)
Maintain Items
(correct)
(R) How do you verify that CMDB is still operational after upgrades and deployments of new
applications or integrations if you have a customised CMDB?
Use the CMDB Health quick starter.
Out-of-the-box quick start tests can also verify the customisations.
Copy and configure the quick start tests.
(correct)
Customise the out-of-the-box quick start tests.
(Incorrect)
Override the quick start tests through scripting.
What are the typical Tier 2 support tasks that virtual agents can perform so that the support
agents can focus on more complex user issues?
Performing diagnostics
(correct)
Providing how-to information
(correct)
Translating languages
Answering FAQs
(correct)
What do you configure to instruct fields how to behave on a form when a UI policy is triggered?
Client Script
Data Policy
(Incorrect)
UI Actions
UI Policy Action
(correct)
Which of the following field types do have a one-to-many relationship?
Reference fields
(correct)
Choice Field
(Incorrect)
Glide List
(correct)
Document ID fields
(correct)
Name-Value Pairs
Which of the following field type is Boolean and displays as a checkbox?
Positive/Negative
Yes/No
(Incorrect)
True/False
(correct)
0/1
On/Off
Checked/Unchecked
How can you access the local flow variables in the Flow Designer?
As help cards in the Help panel
As separate tabs on the Home page
As new icons in the Flow Properties
As data pills in the Data panel
(correct)
Which of the following describes the relationship between the Problem and the Task tables?
The Problem table has a many to many relationship with the Task table.
(Incorrect)
The Problem table extends the Task table.
(correct)
The Problem table is a remote table for the Task table.
The Problem table is referenced in the Task table.
The Problem table is a database view of the Task table.
The Problem table is a parent of the Task table.
Which of the following is a true statement about the admin role?
A non-admin user with only the security_admin role can add a user to a group that contains the
security_admin role.
To grant the admin role to a user, the granting user must also have the admin role.
(correct)
A user with only the user_admin role can grant the admin role to other users.
(Incorrect)
A user with only the admin role cannot grant the security_admin role to other users.
(correct)
Non-admin users cannot add a user to a group that contains the admin role.
(correct)
Under which Report Designer tab can you define the report grouping?
Type
Data
(Incorrect)
Style
Configure
(correct)
What is created when an order is placed for a catalogue item?
A Variable Set
(Incorrect)
A Variable
(Incorrect)
One or more Service Catalog Task (SCTASK) records
(correct)
A Request (REQ) record
(correct)
A Requested Item (RITM) record
(correct)
Which ServiceNow feature can be used to begin the creation of an application?
Guided Application Creator
(correct)
System Dictionary
IntegrationHub
Configuration Management Database (CMDB)
To provide added security, no user can have both of the explicit roles. What are the two roles?
sn_si.special_access
snc_internal
(correct)
sn_si.external
snc_external
(correct)
Which of the following is a true statement about user impersonation?
Users with impersonator role cannot impersonate admin users.
(correct)
The impersonation option is not visible in the mobile view of the platform.
(correct)
Users will need to log out after each impersonation to end it.
Administrators can impersonate other authenticated users but cannot view impersonation logs.
(Incorrect)
When impersonating another user, the administrator does not have the same access as the
impersonated user.
(Incorrect)
Explanation
Lists provide context menus at three different levels. What are the names of those context
menus?
List filter context menu
(Incorrect)
List column context menu
(correct)
List fields context menu
(correct)
List description menu
List title menu
(correct)
Explanation
What are the main sections when you are configuring email notifications?
Who will receive
(correct)
How often to send
When to send
(correct)
What it will contain
(correct)
How to respond
What are the different ways an end-user can leave feedback about an article?
Fill out the knowledge quality survey.
Give a 1-5 star rating.
(correct)
Mark the article as helpful or not helpful.
(correct)
Leave a comment on the article.
(correct)
(R) Who has access to create, edit or delete sorting criteria in Visual Task Boards?
The owner of the board
(correct)
Users with vtb_admin role
Primary and additional assignees of the board cards
All board members
(Incorrect)
Explanation
Which menu provides options related to viewing, configuring, creating favourites and saving
form data?
Form Column Menu
Form Personalisation Menu
Form Context Menu
(correct)
Form Layout Menu
(Incorrect)
ServiceNow can import data from which of the following external data source types when a
valid transform map is available?
CSV
(Incorrect)
JSON
(Incorrect)
REST
(correct)
LDAP
(correct)
OIDC
(correct)
What functionality can you use to track the amount of time a task has been open to ensure that
tasks are completed within an allotted time?
Service Level Agreements
(correct)
Inactivity monitors
Approvals
Assignment rules
Which form view is displayed when clicking on the reference icon of a field in a form?
Service Portal
Sys_popup
(correct)
Self Service
(Incorrect)
VTB
Explanation
Which application provides a centralised location for creating, categorising, viewing, and
governing information related to the flow of work through ServiceNow?
Configuration Management
(Incorrect)
Knowledge Management
(correct)
Performance Analytics
Data Separation
Which of the following is a true statement regarding Flow Designer actions?
Define when the flow is performed
(Incorrect)
Provide the ability to build your own custom actions
(correct)
Represent reusable operations for use across multiple flows
(correct)
Require script to develop
Can be contained in a spoke
(correct)
Explanation
What are the different types of Client Scripts that are supported in ServiceNow?
OnLoad()
(correct)
OnDelete()
OnSave()
(Incorrect)
OnSubmit()
(correct)
OnCellEdit()
(correct)
OnChange()
Question 1: Correct
Which of the following is the definition of a role in ServiceNow?
A collection of permissions
(correct)
A set of access control rules
An Actor in user stories
A persona in workflows
A set of user access policies
Question 2: Correct
By default, a report is shared with:
All roles
All users and groups
Only groups that the report creator belongs to
The report creator only
(correct)
Question 3: Correct
Which feature allows users to manage notifications they receive about various activities
occurring on the platform?
Subscriptions
(correct)
ServiceNow Mobile
Now on Now
Platform Chat
Question 4: Correct
A filter is a set of conditions applied to a table to help you find and work with a subset of data.
In the Now Platform, filter conditions are also referred to as:
Breadcrumbs
(correct)
Title Bars
Column Headings
Field Values
What platform feature, combined with field normalisation, does CMDB leverage to check a CI's
uniqueness automatically?
Identification and Reconciliation Engine (IRE)
(correct)
ServiceNow Discovery
ServiceNow Service Mapping
(Incorrect)
ServiceNow Import Sets
Question 6: Correct
Which field type displays records from another table?
Attachments
String
Reference
(correct)
Choice
Question 7: Correct
Which modules can you use to create a new table?
Tables
(correct)
Create New
Import Tables
Tables & Columns
(correct)
Question 8: Correct
What actions can self-service users access when logging into ServiceNow?
Taking surveys
(correct)
Creating and managing reports
Viewing knowledge articles
(correct)
Viewing a homepage
(correct)
Opening and updating all incidents
Question 9: Correct
What needs to be configured to create a new form view?
List Design
Related List
List Layout
Form Layout
(correct)
What protects applications by identifying and restricting access to available files and data?
Scope
(correct)
The admin Role
Delegated Development
Access Control
(Incorrect)
What is a good way to privately suggest an article revision to the knowledge manager from the
Service Portal?
Flag article
(correct)
Leave comments
(Incorrect)
Rate article
Edit article
What does a column in a list represent in a ServiceNow instance?
A field
(correct)
A record
A list
(Incorrect)
A filter
Which ServiceNow product provides the ability to integrate with 3rd party applications without
scripting?
Visual Task Boards
IntegrationHub
(correct)
Flow Designer
Service Portal
What is Configuration Management Database (CMDB)?
A set of tools and databases that are used to manage an organizations configuration data
A database used to store configuration records throughout their lifecycle
(correct)
A table that contains a specific type or group of CIs that share common attributes
Components of an infrastructure required to deliver a product or service
(Incorrect)
Which option allows you to update existing Target Table records when importing data from an
import set?
Transform
(Incorrect)
Coalesce
(correct)
Mandatory
Unique
Which of the following are valid report sharing options?
Export to PDF
(correct)
Publish
(correct)
Take a screenshot
Add to dashboard
(correct)
Schedule
(correct)
Clone
How do you group the records on a list based on the State field?
On the list Context menu, select Group By > State.
(correct)
On the natural language filter, type ‘group by state’ and select the Ask button.
(correct)
In the Search box under the State column title, type ‘group’ and press enter.
(Incorrect)
On the Filter menu, select Group By > State.
(Incorrect)
On the Filter navigator, type ‘groupby.state’ and press enter.
On the State column title, click Context menu > Group By State.
(correct)
(R) What can you use to aggregate field values when creating and sharing visualised reports on
metrics in the Report Designer?
Decimal abbreviations
MetricBase data
(Incorrect)
Standard deviation calculations
(correct)
Critical process metrics
Float field metrics
Learn more here!
What changes are automatically reflected in dynamic application services?
Any change to the operational status of a CI
(Incorrect)
Any unmatched CI that are not found in the CMDB
Any change to CI relationships in the CMDB CI Relationship table
(correct)
Any CI reclassification in the CMDB
What can be set up to auto-assign all new Hardware category Incidents to a particular group?
UI Actions
Business rules
(correct)
Data lookup rules
(correct)
Access Controls
(Incorrect)
Assignment rules
(correct)
Explanation
Machine-learning solutions can be used in your ServiceNow instance to predict, recommend,
and organise data outcomes. They can help resolve requests faster by categorising, assigning
and prioritising the requests using the Short Description. What is the name of this platform
function?
Predictive Intelligence
(correct)
Natural Language Understanding
User Experience Analytics
Agent Assist
Performance Analytics
Virtual Agent
Where can you enable or disable form tabs in the platform?
Form Designer
(Incorrect)
System Settings
(correct)
Form Layout
(R) Which of the following are the standard fields and values in the CSDM framework that can
be used consistently across applications to track an asset's life cycle?
Asset State
Life-cycle Stage Status
(correct)
CI Operational Status
(Incorrect)
Asset Substate
(Incorrect)
Life-cycle Stage
(correct)
Product Model Status
Which of the following are database view limitations?
The ‘where’ clauses defined in the database view cannot be based on indexed fields.
(Incorrect)
Database views cannot be created on tables that participate in table rotation.
(correct)
It is not possible to edit data within a database view.
(correct)
In a clone request, database view tables cannot be added as a data preserver.
(correct)
Which collaboration tool can you access using the bubble icon on the banner?
Natural Language Queries
Live Feed
Connect Chat
(correct)
Now Messenger
Virtual Assistant
(Incorrect)
Agent Chat
In which step of the import process, the relationship between fields in an import set table and
fields in an existing ServiceNow table is determined?
Data Sources
Transform map
(correct)
Transformation
Import set table
Which source type should be used when creating a report from a dataset with pre-defined
conditions?
Data source
(correct)
Table
MetricBase
External import
In what order are access controls evaluated?
First, at the Field-level (most specific to most general), then at the Table-level (most specific to
most general)
Table-level and Field-level are evaluated separately and independently.
First at the Table-level (most specific to most general), then at the Field-level (most specific to
most general)
(correct)
Table-level and Field-level are evaluated together simultaneously.
Explanation
Where do you navigate in the Now Platform to see a list of catalogue items?
Self-Service > Service Catalog
(Incorrect)
Item Designer > Administration > All Items
Service Catalog > Catalog Definitions > Maintain Items
(correct)
Service Catalog > Open Records > Items
Which Chatbot on the Now Platform allows you to send notifications directly to Slack and
Microsoft Teams users?
Virtual Agent
(correct)
Connect Chat
(Incorrect)
Now Mobile App
Now Notifications
What are the three main screen elements of the Now Platform User Interface?
Banner content
(Incorrect)
Banner frame
(correct)
Content frame
(correct)
Application frame
(correct)
What type of Flow Designer trigger is needed for an Inbound Email Action?
Application-based
(correct)
Schedule-based
Role-based
Record-based
(Incorrect)
Which of the following are possible methods of populating a knowledge base with knowledge
articles?
Integrating with a WebDAV compliant source
(correct)
Creating articles directly in the ServiceNow platform
(correct)
Importing Microsoft Word files
(correct)
Via e-mail to a defined knowledge e-mail address
In which section of the email notification configuration can you make the notification
subscribable by users?
What Digest will contain
Who will receive
(correct)
When to send
What does Lane Filter in Visual Task Board enable you to create for cards that contain empty
values, such as cards with no assignees?
A separate lane
(correct)
A new card
A separate board
A new filter
What role do you need to create or update access control rules?
sn_si.admin
(Incorrect)
security_admin
(correct)
sn_sec_cmn.admin
sn_sec_int.admin
What are the 2 available knowledge article types?
Plain Text
(Incorrect)
CSS
HTML
(correct)
Wiki
(correct)
What service catalogue component allows for multiple catalogue items to be logically grouped
as one request?
Record producer
Order Guide
(correct)
Enable o Set
Catalogue Item
(Incorrect)
Which module displays a list of tasks assigned to a user’s group but not yet assigned to an
individual user?
My Teams Tasks
My Groups Tasks
(Incorrect)
My Teams Work
My Groups Work
(correct)
An incident manager is responsible for the Critical Incidents assignment group. The group
contains a few team members who are working on different Incident tasks; however, the
incident manager cannot see any tasks on the ‘Service Desk>My Group Work’ list. What of the
following could explain this?
All incident tasks are active but not pending.
(Incorrect)
The My Groups Work list does not show Incident tasks by default.
(Incorrect)
The incident manager is not part of the Service Desk group.
The incident manager does not have the itil or service_fulfiller role.
(correct)
The incident manager is not listed as the assignment group manager.
No incident task is assigned to any of the group members.
The incident manager is not a member of the Critical Incidents group.
(correct)
(R) How can you modify data pill values in Flow Designer without writing scripts?
Use flow error handler
Allow duplicate query parameter names
Install data pill package plugins
Use the data pill formatter
(Incorrect)
Use transform functions
(correct)
Your director has requested you to generate a snapshot of your groups’ monthly resolved
incidents and automatically email it to the executive group on the first day of each month.
What ServiceNow capability do you use?
Scheduled Reports
(correct)
Data Collector
Report Statistics
Self-Service Analytics
Interactive Filters
Published Reports
What do access control list rules specify?
The relationship between the object and the operation
(Incorrect)
The object and operation being secured
(correct)
The permissions required to access the object
(correct)
The operation required to access the object
(R) Which of the following are the features of the delegated development and deployment?
Release the test app through ServiceNow to other servers
Application collaboration
(correct)
Allow delegated developers to delete applications
(correct)
Assign source control permissions
(correct)
What is the main language used for scripting in ServiceNow?
JavaScript
(correct)
Java
Jelly
AngularJS
What are the benefits of using Multisource CMDB?
Complicate data management and data quality by querying on Multisource CMDB data
(Incorrect)
Revert CMDB data integration from a specific discovery source
(correct)
Control CI updates at the discovery source and CI attribute level
(correct)
Visualise the source of attribute values for each discovery source and at the attribute level
(correct)
What filter condition allows you to report on incidents created from the ‘Create Incident’
record producer where the value for the ‘Urgency’ Question is ‘2-Medium’?
Apply a filter condition: ‘Urgency’ is ‘2-Medium’.
(Incorrect)
Apply additional group by on ‘Questions’: ‘Create Incident.Urgency’.
Apply a filter condition: ‘Questions.Create Incident.Urgency’ is ‘2-Medium’.
(correct)
Apply a related list filter condition: ‘Urgency’ is ‘2-Medium’.
In your implementation, the following tables extend each other:
The Configuration Item [cmdb_ci] table extends the Base Configuration Item [cmdb]
table.
The Service [cmdb_ci_service] table extends the Configuration Item [cmdb_ci] table.
The Business Service [cmdb_ci_service_business] table extends the Service
[cmdb_ci_service] table.
Based on the above mapping, which table(s) are child, parent and/or base tables?
Configuration Item table is a Parent table.
(correct)
Base Configuration Item table is a Base table.
(correct)
Service table is a Child table.
(correct)
Business Service table is a Parent table.
(Incorrect)
Service table is a Base table.
Business Service table is a Base table.
Base Configuration Item table is a Child table.
Base Configuration Item table is a Parent table.
(correct)
Which user authentication method is used when it authenticates the user name and password
configured in identity providers with a matching user account in the ServiceNow instance?
Digest Token
External Single Sign-on (SSO)
(correct)
Local database
Multi-factor
(Incorrect)
Which of the following run scripts client-side?
UI Policy
(correct)
Business Rule
(Incorrect)
Client Script
(correct)
Script Include
You need to go back to review a record you just looked at recently. What is one of the quickest
ways to navigate back to the same record?
Select the record from the History tab
(correct)
Navigate back to its corresponding list
Impersonate another user
Expand every application in the All applications tab
What are the three key tables in the CMDB?
CMDB Properties [cmdb_properties]
Configuration Item [cmdb_ci]
(correct)
CMDB Baseline [cmdb_baseline]
(Incorrect)
Base Configuration Item [cmdb]
(correct)
CI Relationship [cmdb_rel_ci]
(correct)
Which of the following is an example of a base table that is extended but is not extending
another table?
Task [task]
(correct)
Business Service [cmdb_ci_service]
(Incorrect)
Change Request [change_request]
Incident [incident]
From the end user's perspective, how are the products and services in the service catalogue
organised?
Categories and Subcategories
(correct)
Tickets and Requests
Tasks and Subtasks
Incidents and Problems
What type of relationship is recommended between Incident and SLA tables to report on
incidents resolved by SLA per incident category?
One-to-Many
(Incorrect)
Database Views
(correct)
Extensions
Many-to-Many
Which of the following branding features can be configured?
Navigator position
(Incorrect)
System date/time formatting
(correct)
Browser tab title
(correct)
Banner image, text and colours
(correct)
Navigator background and text colours
(correct)
Navigator responses
What type of Visual Task Board CANNOT be built from a record list?
Freeform
(correct)
Guided
Flexible
Data Driven
!
Which of the following statements are true about knowledge article authoring in Microsoft
Word?
The text size of a knowledge article created in Word must be less than 1 MB.
(correct)
You can author and access knowledge articles in Microsoft Word by deploying the Knowledge
Management - Add-in for Microsoft Word.
(correct)
It is only supported in the Word Online application and not in the Word Desktop app.
(correct)
Headers and footers corresponding to pages in the Word document do not show in the
knowledge article.
Which of the following are the UI actions in a form?
Form access
(Incorrect)
Form links (Related Links in a form)
(correct)
Form buttons
(correct)
Form relationships
(Incorrect)
Form context menu items (right-click the header)
(correct)
What authentication method is used as a Single Sign-On (SSO) identity provider (IdP) to allow
users to log in to ServiceNow using their social identity provider, like Google and Okta?
Digest Authentication
OpenID Connect
(correct)
SAML 2.0
(Incorrect)
LDAP
(R) Where can you view how a catalogue item appears in a conversational interface and modify
the item if required?
In Workspace
In Catalog Builder
(correct)
In Service Portal
In AI Search
(Incorrect)
Question 2: Correct
What is granted to non-administrators for them to develop applications?
The itil Role
Delegated Development
(correct)
The developer Role
Access Control
What role is required to toggle the template bar and apply global templates to the forms?
No special role
(correct)
template_admin
form_admin
(Incorrect)
template_editor
Question 4: Correct
What is the best way to share a knowledge article with another user?
Sharing the keywords
Taking a screenshot
Copying and pasting the text
A permalink
(correct)
Which of the following is the best practice when configuring Assignment Rules or Predictive
Intelligence?
Setting an Assignment group based on Category and Subcategory.
(correct)
Setting an Assignment group and User based on Category and Subcategory.
(correct)
Setting a User based on Category and Subcategory.
(correct)
Setting an Assignment group and User based on the Short description.
(correct)
Setting an Assignment group based solely on Subcategory (Category = None).
Question 6: Correct
What scores are found on the CMDB health dashboard?
Compliance
(correct)
Connectedness
Correctness
(correct)
Completeness
(correct)
What sections on the Reports page allow you to see the different audiences and their visibility
on the reports?
Global
(correct)
Owner
(Incorrect)
Department
(Incorrect)
All
(correct)
Organisation
Group
(correct)
Team
Manager
My reports
(correct)
Explanation
What is mandatory to select when importing Microsoft Word documents as knowledge articles?
Knowledge Base
(correct)
Publish
Category
(Incorrect)
Short Description
What are the Incident Database views for the Service Management plugin in the base system?
incident_metric
(correct)
incident_time_worked
(correct)
incident_state
(Incorrect)
incident_sla
(correct)
What are some of the benefits often recognised by branding your instance?
Reduce service desk calls
(Incorrect)
Share comprehensive assignment rules
(Incorrect)
Create a shared identity
(correct)
Gain user trust
(correct)
Accelerate adoption rates
(correct)
When using the Service Portal, how do end-users typically access the service catalogue?
In the Community
Under System Status
Under Request Something
(correct)
In the Knowledge Base
(Incorrect)
What model/standard across applications helps track life cycle stages and stage statuses for CIs
effectively?
Product Catalogue Data Model
CMDB Data Model
(Incorrect)
Common Service Data Model
(correct)
Universal Task data model
What are the benefits of Flow Designer?
Provides multiple environments to build and visualise business processes
(Incorrect)
Allows extending flow content by replacing workflows
(Incorrect)
Promotes process automation by enabling subject matter experts to develop and share
reusable actions
(correct)
Provides natural-language-descriptions of flow logic
(correct)
Provides configuration and runtime information to create, operate and troubleshoot flows from
a single interface
(correct)
What report type requires access to the data to view it?
Bar chart
(Incorrect)
Pie chart
List report
(correct)
Donut chart
What are the three key attributes of every field?
ID
(Incorrect)
Field Name
(correct)
Location
Value
(correct)
Field Label
(correct)
Which table does the Change Request [change_request] extend?
Problem [problem]
(Incorrect)
Task [task]
(correct)
Incident [incident]
Request [sc_request]
What coalesce configuration in the import process treats all imported rows as new records and
does not update existing records?
Multi-field coalesce
(Incorrect)
Conditional coalesce
No coalesce
(correct)
Single-field coalesce
Which of the following are ways to collaborate with team members on Tasks?
Connect chat
(correct)
Work notes
(correct)
Additional comments
(Incorrect)
Activity stream
(correct)
User presence
(correct)
What do you select to personalise the system settings of the Now Platform user interface?
Magnifying glass icon
Logo
Gear icon
(correct)
Question mark icon
What form action updates an existing record and keeps the form open?
Insert and Stay
(Incorrect)
Update
Save
(correct)
Insert
What is the recommended way to share a report?
Email an attachment
Download as PDF
Publish to an instance URL
(Incorrect)
Select Share
(correct)
Which would be included in the results on the menu when entering 'service' in the filter
navigator?
Only applications, sections and modules with names containing 'service'.
All modules and sections within the Service Desk application.
(correct)
Only applications with a name containing 'service.'
(Incorrect)
Any module with a name containing 'service'.
(correct)
An Access Control List (ACL) rule only grants a user access to an object if the user meets all of
the following permissions required by the matching ACL rule.
The user must have one of the roles in the required roles list. If the list is empty, this condition
evaluates to true.
(correct)
Either the matching table-level or the field-level for the Record ACL rules must evaluate to true.
(Incorrect)
The condition must evaluate to true.
(correct)
The script must evaluate to true or return an answer variable with the value of true.
(correct)
What field type on a form has a clickable icon that provides a preview of the associated record?
Lookup
Reference
(correct)
Database
Information
Preview
(Incorrect)
Function
Pop-up
Clickthrough
Where do the ServiceNow client-side scripts execute?
Application Server
(Incorrect)
Internet
ServiceNow Database
Web Browser
(correct)
What do you call a single row in a table or list?
Entry
Item
Application
Field
Record
(correct)
Class
Data
Which of the following are true statements about platform scripting?
Data Policy can be run as a UI policy client-side.
(correct)
UI Actions can execute both client-side and server-side.
(correct)
Client scripts can only execute on the browser but not when a database lookup is needed.
(Incorrect)
Business rules are not real-time and do not monitor fields on a form.
(correct)
What phase of the Report Designer allows you to choose colours, title and chart properties?
Style
(correct)
Type
Configure
Data
What does the first-page results column in the Search Event [sys_search_event] table contain?
Table names
(correct)
Table relationships
(Incorrect)
sys_ids
(correct)
Record types
What attributes of a field can a UI policy action change on a form?
Visible/hidden
(correct)
Read-only
(correct)
Change colour
Prevent cell editing
(Incorrect)
Mandatory
(correct)
What are the different levels of ServiceNow security before an end-user has the capability to
perform CRUD (Create, Read, Update, Delete) operations on a table?
Application and Modules Access
(correct)
User Authentication
(correct)
Database Access
(correct)
3rd Party Application Security
Anonymous Access
Which of the following workflow types does the Now Platform provide?
Employee
(correct)
Customer
(correct)
Information Technology (IT)
(correct)
End User
(Incorrect)
What IT challenges can be solved with the CMDB?
Capture known Configuration Items (CIs).
(Incorrect)
Consolidate disparate Configuration Item (CI) data into a single Configuration Management
Database.
(correct)
Make sense of data to drive decisions and services.
(correct)
Regularly maintain complex data for accuracy.
(correct)
Store well-defined relationships.
Where can users set their notification preferences in the Next Experience UI?
System Notifications
(Incorrect)
Admin Menu
Subscription Management
User Menu
(correct)
Email Properties
Multiple Choice, Single Line Text, and Select Box are what type of elements in ServiceNow?
Order Guides
Request Types
Variable Types
(correct)
Related Lists
(Incorrect)
What is a CI?
configuration_admin role
Intangible (e.g. business services, email) entities
(correct)
Configuration Management Database
(Incorrect)
Configuration Item
(correct)
Tangible (e.g. hardware, software, servers) entities
(correct)
Which of the following are captured in an update set?
Business Rules
(correct)
New Data Records
Report Definitions
(correct)
Modified CIs
(Incorrect)
Published Flows
(correct)
What allows you to see more information on the same screen real estate when using Visual
Task Boards?
Minimise Tasks
(Incorrect)
Card Groups
Compact Cards
(correct)
Card Thumbnails
What setting on the List Control page can speed up loading large lists?
Omit filters
(Incorrect)
Omit if empty
Hierarchical lists
Remove pagination count
(correct)
What variable type should be used for the requester when requesting a catalogue item on
behalf of another user?
List Collector
Requested For
(correct)
Lookup Select Box
Single Line Text
What are the different ways for ServiceNow tables to be related to each other?
One-to-One
(Incorrect)
Database Views
(correct)
One-to-Many
(correct)
Extensions
(correct)
Many-to-Many
(correct)
Zero-to-Many
(Incorrect)
Which menu can users access to display actions that involve creating quick reports, configuring
lists and exporting data?
Column Context Menu
(correct)
Value Context Menu
List Context Menu
Record Context Menu
Which of the following record operations can be secured by ACL rules?
edit_task_relations
(correct)
import_to_excel
personalize_choices
(correct)
download_attachment
(Incorrect)
save_as_template
(correct)
(R) What notification actions can be accepted in provider notification definitions?
Virtual Agent
(correct)
Conditional Actions
(Incorrect)
Flow Actions
(correct)
Scriptable Actions
(correct)
Which of the following statements are true about import sets?
The Import Set Deleter scheduled job cleans up all import set data every day at midnight.
(Incorrect)
Import Sets cannot add data to encrypted fields.
(correct)
Creating an extremely large import set can cause delays and system outages.
(correct)
Transform map is the conversion of data from an import set table to another table.
(Incorrect)
You can import data from several different file formats or external data sources.
(correct)
Which of the following aspects of the Service Catalog application can a Catalog Administrator
manage?
Scripting functions
(Incorrect)
Catalog Item
(correct)
Catalogs
(correct)
Categories
(correct)
Business Rules
What wildcard character is used to search for values that contain a search term in a list?
* (Asterisk)
(correct)
= (Equal sign)
! (Exclamation mark)
% (Per cent sign)
What type of Flow Designer Trigger is required to look up a record, update a field value and
request approval?
Application-based
Role-based
Schedule-based
(Incorrect)
Record-based
(correct)
What allows users to see a time-stamped history of all actions taken within a record?
Form Activity
(Incorrect)
Activity Stream
(correct)
Favourites
Form History
Which of the following are true regarding Flow Designer?
Integrates with third-party systems(correct)
Requires scripting experience
(Incorrect)
Provides automation tools
(correct)
Saves time
(correct)
What sorting options are available by default on the knowledge article list when opening a
knowledge base from the service portal?
Newest
(correct)
Category(Incorrect)
Views(correct)
Alphabetical(correct)
Rating
What is an update set?
A server-side script that runs when a record is displayed, inserted, updated, or deleted, or when
a table is queried
(Incorrect)
One method of security that restricts access to data by requiring users to pass a set of
requirements before they can interact with it
Group of one or more changes that can be moved from one instance to another altogether
(correct)
A series of tables and fields that store information about the Configuration Items (CIs) owned
by your organisation
What feature creates reusable components to run common tasks in Virtual Agent
conversations?
Virtual transfer
Topic blocks
(correct)
Agent transfer
(Incorrect)
Chat re-route
What feature facilitates synchronous collaboration within one record and allows you to see
who are online, their current status, and what they are viewing or editing, all in real-time?
Collaborators
(Incorrect)
Watch list
User profile
User presence
(correct)
Which icon allows you to access resources such as ServiceNow documentation and user guide?
Magnifier icon
(Incorrect)
Funnel icon
Book icon
Gear icon
Lock icon
Question mark icon
(correct)
Which of the following tabs are used to configure an email notification?
(correct)
When to send
(correct)
Who will receive
(correct)
What the subject is
Which email template
(R) Which feature enables you to add related entries for Identification and Reconciliation
Engine Identification (IRE) rules?
IntegrationHub ETL
CMDB Data Manager
(Incorrect)
CI Class Manager
(correct)
Service Graph connectors
What types of permissions can be configured in an access control rule?
Users
(Incorrect)
Groups
(Incorrect)
Conditions
(correct)
A script that sets the 'answer' variable to true or false
(correct)
Roles
(correct)
(R) Which of the following defines an application service in the best way?
It is a set of interconnected applications and hosts configured to offer a service to an
organisation.
(correct)
An application service monitors services in an organisation.
It provides standard fields and values for tracking life-cycle stages.
It supports multiple configuration strategies.
(Incorrect)
What are the 3 reasons to use ServiceNow Mobile apps?
A global search to find people, service and items, and articles
(correct)
Allows multiple logins to an instance
Ability to submit, view, and update requests, issues, and tasks
(correct)
No authentication required to access the data
Push notifications for instant access to important information
(correct)
Mock Exam 4: ServiceNow Certified System Administrator (CSA) - Results
Chart
Pie chart with 3 slices.

End of interactive chart.
Attempt 1
Question 1: Correct
(R) What notification behaviour can you modify for a destination type as an admin?
Explanation
A destination type represents a logical way of categorising a destination for the underlying
channel and is required to send via a channel, as well as set a preference.
As an admin, you can modify the notification Auto Opt-in behaviour for a destination type.
Notifications are delivered to the destinations that honour the following preference
precedence:
Notification preference of the recipient
Destination preference of the recipient
Destination Type sends by default. You also have the option to modify Auto Opt-in behaviour
for a destination type.
Screenshot: Notification Destination Type record for Workspace
Learn more here!
Who can create additional ad-hoc tasks for a requested item?
Explanation
In some cases, additional ad-hoc tasks can be required to fulfil an item.
A process user (fulfiller) with permissions can add an SCTASK to a RITM on an ad-hoc basis, but
they must create the task before the closure of the final existing SCTASK, or the RITM will no
longer be active.
When creating an ad-hoc task, ensure that you assign the task to the appropriate group,
describe the work required, and enter additional details, such as a priority and description.
Once the new task is configured and assigned, you can click Submit to save the new task and
return to the parent RITM form.
Screenshot 1: The 'New' button on the Catalog Task related list on the Requested Item form
Screenshot 2: Creating a new Catalog Task from a Requested Item
Learn more here!
What is the purpose of Embedded Help on the ServiceNow platform?
Explanation
Embedded Help provides targeted help content to a user on a UI page, based on their role.
Some embedded help content comes with the base instance. Your organisation can add or
replace embedded help content. The help centre provides users with specific information about
the UI page that they are looking at in their instance. Help users understand what they can
accomplish and do on the screen.
Following are some of the reasons for your organisation to add or replace embedded help
content.
To provide help for custom applications.
To provide more specific instructions or embedded videos to describe your business process.
To provide embedded help content where none exists for a page.
To provide embedded help content in languages other than English (default).

Embedded Help provides help in languages other than English.
Screenshot 1: Displaying the Help pane when creating a new incident
Screenshot 2: List of Embedded Help contents
Learn more here!
Which of the following business needs can be addressed by Flow Designer?
Explanation
Flow Designer can be used to:
orchestrate business processes across services with little technical user knowledge,
reduce technical debt, such as reducing scripting to simplify upgrades and deployments, and
integrate with 3rd party systems.
It is not suitable for existing logic already developed using the ServiceNow workflow editor and
for the ServiceNow Instance running Jakarta or prior.
Screenshot 1: Flow Designer
Screenshot 2: Different view of the Flow Designer
Learn more here!
Which incident field is used to predict the Configuration Item and Service fields' value via
Predictive Intelligence solution definitions?
Explanation
You can train the machine-learning (ML) algorithm through two solution definitions, Incident
Configuration Item and Incident Service, to predict the Configuration Item and Service fields'
value based on the value in the Short description field.
Both Predictive Intelligence and Incident Management must be active in the instance.
Screenshot: Using a guided template to auto-assign incoming incidents
Learn more here!
What is the minimum role required to create a template from the incident form so you can
create incidents for similar issues quickly?
Explanation
You can create a template that defines default values for forms so that users can easily create
an incident. You need to have appropriate permissions before creating templates.
Users with the sn_incident_write role can create their own templates for frequently logged
incidents.
An itil user can also create a template from an incident, but since it contains the
sn_incident_write role, it is not the minimum required role.
An administrator or user with the template_editor_global role can create templates available to
everyone.
Note: An administrator can enable the global option for any personal template a user creates so
that all other users can access the template.
The template automatically populates fields in the incident form.
Screenshot 1: Selecting the Toggle Template Bar by clicking the more options icon to see the
template bar (UI16)
Screenshot 2: Toggling the template bar on the Incident form to select an existing or create a
new template (Next Experience UI)
Screenshot 3: Clicking the add icon on the template bar (UI16)
Screenshot 4: Creating a template from an existing incident record (Next Experience UI)
Learn more here!
Question 7: Skipped
Which of the following is used to control access to features and capabilities in ServiceNow
applications and modules?
Explanation
Roles are applied to Groups or Users to control access to features and capabilities in the
ServiceNow applications and modules. You add a role to an application or module to enable the
role to grant access to the application or module for all users with the role.
A new role does not have access to any application or module until you add other roles to it or
add it to the appropriate applications and modules.
Once access has been granted to a role, all groups or users assigned to the role are granted
access. Roles can contain other roles, and any access granted to a role is granted to any role
that contains it.
Screenshot: Example of a role record that contains other roles
Learn more here!
Question 8: Skipped
How can one user temporarily become another user for testing purposes?
Explanation
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.
A user can temporarily become another user for testing purposes by Impersonating users from
the User menu.
Ensure you properly log out and log in after the impersonation is completed. When you attempt
to impersonate a locked or inactive user, the system forces a logout after you generate an
event or click a link. All changes made while using impersonation affect the current session.
Screenshot: Impersonating a user for testing purposes
Learn more here!
Question 9: Skipped
What are the three sections of an Access Control record that must evaluate to true to grant
access to a resource?
Explanation
Access Control Rules allow access to the specified resource if all three of these checks evaluate
to true:
The user has one of the roles specified in the Role list, or the list is empty.
Conditions in the Condition field evaluate to true, or conditions are empty.
The script in the Script field (advanced) evaluates to true, or sets the variable "answer" to true,
or is empty.
The three checks are evaluated independently in the order displayed above.
Each access control rule specifies:
The object being secured (e.g. table, field).
The permissions required to access the object.
Operation - a valid action the system can take (CRUD).
Note: Access Controls do not have a Condition Script section. The Advanced field makes the
Script section visible.
Diagram: ACL evaluate permissions
Screenshot: The Access Control on the Incident table that only allows users with the itil_admin
role to delete incidents
Learn more here!
Question 10: Skipped

A user has the VIP field set to true on their User [sys_user] record. When that user is selected as
the Caller on an incident, which of the following statements are true in a baseline platform
configuration?
Explanation
You can view the callers with VIP status on the incident records list view and the incident form.
Organisations commonly designate VIP status in the user record for some of their VIP users.
The user record is automatically checked for VIP status when a caller is assigned to an incident.
If the Caller is a VIP caller, an icon appears beside the Caller's name in the list view or the caller
field in the form view.
By default, the Caller's name will turn red, and a VIP icon will appear next to the Caller field
when a user has the VIP field set to true on their User [sys_user] record.
Screenshot: The VIP status of the Caller on the Incident list view
Screenshot: The VIP status of the Caller on the Incident form
Learn more here!

What deployment permissions can be assigned to a group or user for a specific application
when using Manage Developers?
Explanation
Administrators can use Manage Developers to assign one or more developer and deployment
permissions to a group or user for a specific application. These permissions designate the
particular actions the assigned user can perform for the application.
Upgrade App, Publish to App Store and Manage Update Set are some deployment permissions
that can be assigned to a group or user for a specific application when using Manage
Developers.
For example, you might grant permissions that enable a user to upgrade the application,
publish to the application repository and ServiceNow Store, but prevent publishing to an
update set.
Screenshot: Delegated development and deployment

Learn more here!

Which of the following are true statements about portals?
Explanation
You can use pages to organise content, ensure responsive mobile optimisation, and design
meaningful portal user experiences for your customers. A page houses containers and rows,
which then contain widgets. By manipulating the layout of the page, and the widgets within it,
you can construct your desired user experience.
Containers are markup artifacts that are put on a page to contain the layouts that house the
widgets.
Layouts control how containers and components are organised on a page.
Viewports are specialised components that enable you to extend your experience without
needing to own the parent page. You can work with viewports in three ways. You can add a
viewport component or a viewport-enabled tab to a page or add a viewport to the Contextual
sidebar component.
Here are some other key facts:
Page layouts are responsive to the device type and screen resolution.
Viewport size changes when a page is resized.
Containers can be fixed or fluid layout.
Screenshot 1: Service Portal Configuration page
Screenshot 2: Service Portal Designer
Screenshot 3: Editing a portal page in the Service Portal Designer
Screenshot 4: Configuring the width of a container to be fluid in the Service Portal Designer
Screenshot 5: Example of a portal page layout

Learn more here!

What file formats are available when exporting currently displayed records in a list?
Explanation
With Export, you can save all currently displayed records and columns in a list in several
formats, like Excel, CSV, XML, JSON or PDF.
DAT and TXT are not in the list of available file formats when exporting currently displayed
records in a list.
To occasionally migrate data from one instance to another, you can export XML data from one
instance and import it to another.
Note: Image field data is not preserved when exporting to XML.
Screenshot: Different file formats when exporting data from a list of records
Learn more here!

At what levels can User Criteria be used in Knowledge Management to control who can read
and contribute?
Explanation
User Criteria control who can read and contribute and are available at Knowledge Base,
Knowledge Article, and Knowledge Block levels.
User criteria enable you to allow access to users based on role, department, group, location, or
company.
You can assign user criteria to control read or contribute access. For example, you could enable
all users in your Support department to have contribute access to a knowledge base by creating
a user criteria record with the required department set to Support and then including the user
criteria record in the Can Contribute user criteria.
Note: To create a user criteria record from the Knowledge module, you must have the
user_criteria_admin role in addition to the knowledge role.
Diagram 1: User criteria checks
Diagram 2: Contribute access to a knowledge base and its article flowchart

Diagram 3: Read access to a knowledge article flowchart
Learn more here!

A fulfiller has completed all tasks for one of the items in a request, and the tasks are set to
Closed. What happens in the workflow?
Explanation
The state closure in the request fulfilment process of a catalogue item depends on the status of
the associated catalogue tasks, request items, and the request. Here is the state closure
dependency between a catalogue task and RITM:
If all catalogue tasks are closed as Closed Complete, the RITM is closed as Closed Complete.
If at least one catalogue task is closed as Closed Incomplete, the RITM is closed as Closed
Incomplete.
If all catalogue tasks are closed as Closed Skipped, the RITM is closed as Closed Skipped.
Therefore, when all catalogue tasks are closed, the parent requested item is set to Closed
Complete by the workflow.
Note 1: This is applicable only for execution flows.
Note 2: When the 'Request lifecycle' option is set to request-driven, the assigned agent can
complete and close the request once all the tasks in the request are complete. Also, a 'Close
Complete' button is visible to the agent assigned to the request. The agent enters work notes
before clicking Close Complete. When the button is clicked, the open task is automatically
completed (if applicable) and the request transitions to the Complete state.
Diagram 1: Request fulfilment hierarchy showing the different layers for a sample request
Diagram 2: A request that contains more than one requested item with approval steps
Screenshot: Example of a Service Catalog Item Request workflow
Learn more here!

Where can fulfillers navigate to find catalogue tasks assigned to them and their groups to fulfil
requests?
Explanation
The Now Platform includes a default homepage and the ServiceNow Service Desk application to
provide a basic set of service desk functions.
Both can be customised to suit the processes you are involved in and the needs of the
organisation.
A process user can navigate to Service Desk, and My Work or My Groups Work to locate the
relevant tasks and assign them appropriately.
Tasks in the My Work module are assigned to individuals
Tasks in the My Groups Work module are assigned to a group, but not yet assigned to a specific
user
Screenshot: My Groups Work module under the Service Desk application
Learn more here!

Which of the following are part of the Common Services Data Model (CSDM)?
Explanation
You can use the CSDM as a blueprint to map your IT services to the ServiceNow platform. The
CSDM is a CMDB -based framework that identifies where to place data for the products that
you're using. Also, the CSDM is the standard for all ServiceNow products that use the CMDB.
Following the CSDM framework ensures that your ServiceNow application's data maps correctly
to the appropriate CMDB tables.
If you don't follow this standard, you may not receive the full benefit of the ServiceNow
products on the Now Platform.
The CSDM is standard terms and definitions, best practice for CMDB data modelling and data
management, base system CMDB core tables, guidance on service modelling and
recommended mappings.
The CSDM is not a process or implementation guide for ITSM, SPM, APM, EM, or other
products, a set of reports, code to install, an SKU or product we sell or an automatic fix for past
implementations.
Screenshot: CSDM conceptual model
Learn more here!

Which of the following describes how to create a field on a table with Form Designer?
Explanation
With form design, you can accomplish the same tasks as form layout in a graphical tool called
the form designer. You can also access field properties and add information from macros or
previously scripted UI elements.
The field navigator allows you to manage fields on the form. It contains the following elements:
Filter: Allows text search on the currently selected tab.
Fields: Displays a list of existing fields you can add to the current form.
Field Types: Displays a list of field types you can add to the current form. Adding a field type to
the form layout creates fields in the selected table when the form layout is saved.
You can use the Field Types tab to create fields in a table while adding them to the form.
Form sections do not have New Field buttons.
You can use the Fields tab to add existing fields to the form.
Insert a new row... is used in the Columns form section of the Tables table to create fields.
Screenshot 1: Accessing the Form Designer from an Incident form

Screenshot 2: Using the Form Designer to add a field to the Default view of the Incident form
Screenshot 3: The field navigator
Screenshot 4: Form layout
Learn more here!

Which of the following indicates the type of relationship for the bi-directionally related tables,
and the related records are visible from both tables in a related list?
Explanation
Many-to-many relationships allow a list to point to a list of entries rather than to a single field.
For a list to be related to another list, a many-to-many relationship that refers to both tables
must exist.
The Many to Many Definitions [sys_m2m] table allows administrators to create custom many-
to-many relationships.
Screenshot: The schema map for a many-to-many table that links the task table to the release
table
Learn more about creating a many-to-many relationship here!

What represents a standard and shared set of service-related definitions across the products
and platform that will provide prescriptive guidance on service modelling within the CMDB?
Explanation
Common Services Data Model (CSDM) represents a standard and shared set of service-related
definitions across the products and platform.
The CSDM terms and definitions enable and support true service level reporting and provide
prescriptive guidelines for service modelling within the ServiceNow Configuration Management
Database (CMDB).
The CSDM data model is a CMDB framework that supports multiple configuration strategies.
The data model includes guidelines for using base system tables and relationships. Many
ServiceNow products depend on data within this data model.
You can use the CSDM as a blueprint to map your IT services to the ServiceNow platform. The
CSDM is a CMDB -based framework that identifies where to place data for the products that
you're using. Also, the CSDM is the standard for all ServiceNow products that use the CMDB.
Following the CSDM framework ensures that the data your ServiceNow application requires
maps correctly to the appropriate CMDB tables.
Diagram: CSDM relationships
Learn more here!

What permissions can be assigned to users in groups?
Explanation
Users in groups can be assigned permissions to
approve, change, or resolve incidents and requests,
provide a reference for alerts and notifications, and

receive email notifications.
'Raise a ServiceNow HI issue' and 'Request a platform upgrade' requires the ServiceNow
Support (HI) access which is not managed by the group permissions in an instance.
Screenshot 1: Referencing the Change Management group to receive email notifications for
unauthorised change requests
Screenshot 2: A group that can approve Service Catalogue requests
Learn more here!

What is the primary way to interact with the applications and information in a ServiceNow
instance?
Explanation
The Next Experience Unified Navigation is the primary way to interact with the applications and
information in a ServiceNow instance.
The Next Experience Unified Navigation runs across the top of every page and contains controls
that assist you in navigating your instance. You can easily access your workspaces and classic UI,
search your instance and receive notifications.
Next Experience unifies the apps in your instance. Unified Navigation enables you to access
content across your instance in a single pane, simplifying access to the items you need to get
working. Access the Core UI and dashboards in the same pane as your Workspace. Contextual
navigation shows you where you are while you're working.
The Next Experience Unified Navigation provides the tools you need to navigate your instance
and set your preferences.
All menus: Retrieve the menu items and modules you can access in your instance, favourite
them, and return to items previously visited.
Contextual app pill: See where you are in the instance and favourite the current item if desired.
Global Search: Search across your instance to return the results that are most relevant to you.
Notifications: View and personalise notifications applicable to you based on access and admin
configurations.
Help: Access on-demand help when you need it.
User menu: Personalise your instance and set your user preferences.
Screenshot: The landing page in the Next Experience User Interface (Polaris)
Image: Next Experience Unified Navigation
Learn more about working in the Next Experience UI here!
Learn more about Using the Next Experience Unified Navigation here!
Learn more about the Next Experience landing page here!

Which module allows you to customise your instances' banner image, browser tab title and
background colour?
Explanation
You can use the Basic Configuration UI16 module to brand your instance with your company
logo and colours and set basic system defaults.
To do this, you can navigate to System Properties > Basic Configuration UI16 and complete the
configuration by changing any of the following settings:
Browser tab title: You can change the text that appears on the browser tab.
Banner image for UI16: You can click + next to the image and upload your logo.
Header background colour: You can select or enter the colour. This colour is also used in the
theme preview on the Themes tab under system settings.
Navigation selected tab background colour: You can select or enter the colour.
Banner text colour: You can select or enter the colour. This colour is also used in the theme
preview on the Themes tab under system settings.
And many more.
Screenshot: Navigating to the Basic Configuration UI16 to update some settings
Learn more here!

A record is added to which table each time a knowledge article is viewed?
Explanation
Each time a Knowledge article is viewed, a record is added to the Knowledge Use [kb_use]
table.
You can see who has viewed which knowledge articles, who has attached a knowledge article to
a task and when, and identify final search terms when the type-ahead search suggestions
feature is enabled.
Note 1: An administrator can activate the kb_use table cleanup job to delete any older records
from the Knowledge Use [kb_use] table and improve the table performance.
Note 2:The View log record doesn't display information for a knowledge article accessed and
viewed from the global search results.
Screenshot: The Knowledge Use table that displays the articles viewed and/or used
Learn more here!

What role can manage all aspects of the Service Catalog application and the scripting functions?
Explanation
Administrators can manage all aspects of the Service Catalog application, including catalogues,
categories, catalogue items, and advanced functions, such as scripting or creating business
rules.
Catalogue administrators can manage all aspects of the Service Catalog application, except for
scripting functions.
Catalogue managers can edit and update a service catalogue, as well as the categories and
catalogue items within the catalogue. The manager can assign editors and also a different
manager for the service catalogue.
Catalogue editors can edit and update a service catalogue, as well as categories and catalogue
items within the catalogue. The editor can assign other editors but cannot change the catalogue
manager.
Catalogue builder editors can create and maintain items in the Catalog Builder using the
templates that the user has access to.
Screenshot: Service request platform roles
Learn more here!

Which of the following features allows you to update multiple records simultaneously?

Explanation
You can edit more than one record simultaneously using the list editor or an editing form.
The list editor allows you to edit field values directly from a list without navigating to a form.
You can edit multiple records at the same time using the list editor. The list editor is the
quickest method to update a single field on multiple records to have the same value.
You can edit multiple records at the same time using an editing form. You can use an editing
form if you want to edit multiple fields or fields that do not appear in the list view. You can
update selected records by right-clicking any column header and selecting the Update Selected
action (in List v2) or update all records in the list by choosing Update All.
Screenshot 1: Updating the category field on multiple Incidents using the List Editor
Screenshot 2: Updating multiple Incidents using the Update Selected action
Learn more about the list editor here!

Learn more about the editing form here!

What needs to be set for a CI class in the CI Class Manager to display in the Configuration item
field look-up in the change form?
Explanation
The CI Class Manager is a centralised location for managing CMDB tables and creating a class
derived from another CMDB class. Creating a class requires basic details such as a label and a
name. Identification and reconciliation rules are also needed to ensure that the identification
engine can successfully identify the class.
The Configuration item field look-up displays only CIs whose class is set as the Principal Class in
the CI Class Manager.
You can use the system property com.snc.task.principal_class_filter to control this functionality.
The property contains all the task types where the Principal Class filter is applied.
Screenshots: CI Class Manager and the Schema Map for the CMDB table
Learn more here!

Which of the following is a true statement about importing data into ServiceNow?
Explanation
Every import must have at least one Transform Map.
Coalescing before transforming is recommended in imports with duplicate records in the target
table where duplicates are not desired. However, coalescing is never required.
Developers can reuse staging tables.
Not all applications have imported data, so staging tables are not part of every application.
The fields of all other data types do not have to be mapped; developers do not need to import
all columns from the staging table.
Screenshot: The transform map with mapped fields targeting the Incident table
Diagram: Import process transform

Learn more here!

Which of the following are captured in an update set?
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.
Process records such as Business Rules, Client Scripts, Fields, Forms and Form Sections, Report
Definitions, Tables, Views, Roles, and Published Flows are captured in an update set.
Data such as New Data Records, Modified Data Records, Tasks, Modified CIs, new Users and
Groups, Schedules, Scheduled Jobs and Homepages (if not manually added) are not captured in
an update set.
Screenshot 1: Displaying the update set picker from the Developer tab in System Settings in
UI16
Screenshot 2: Setting the application scope and the update set from the top banner in the Next
Experience UI
Screenshot 3: Accessing an update set record when a different application is current
Screenshot 4: Editing an update set or making it your current update set within the same
application
Learn more here!

Which of the following are the notification preferences that users can manage?
Explanation
You can set notification preferences to receive updates via email or other channels on the
content you are following.
You can subscribe, schedule or disable a notification. You can also turn off all notifications.
You can set up where and how you want to receive notifications by creating a channel for
email, instant message, SMS, or voice.
Note: Users cannot manage the inclusion or exclusion of attachments in notifications in their
Notification Preferences.
Screenshot 1: Notification preferences in UI16
Screenshot 2: Notification preferences in the Next Experience UI
Screenshot 3: Setting up a schedule and applying filters to a notification from Notification

preferences in the Next Experience UI
Learn more about setting notification preferences in UI16 here!
Learn more about configuring Next Experience notification preferences here!

What application/functionality allows you to generate a report by entering a query instead of
going through the full Report Designer menu?
Explanation
You can generate a report by entering a query instead of going through the full Report Designer
menu.
You can enter a question on the Report Designer form, and Analytics Q&A generates a report.
Analytics Q&A gives you a choice of data sources and picks an appropriate visualisation.
Analytics Q&A requires Natural Language Query (NLQ) and supports multiple languages.
Note: Analytics Q&A is not available when using Microsoft Internet Explorer.
Screen recording: Entering a query in the Report Designer to create a report by using Analytics
Q&A
Learn more here!

Which field on a Configuration Item (CI) record is recommended for routing Incidents to the
appropriate group to resolve CI-related incidents quickly?
Explanation
Support Group field on a Configuration Item (CI) can be used to route Incidents to the
appropriate group to resolve Incidents related to the CI quickly.
The CSDM framework provides context for the incidents. The context includes the CIs involved
in the incident and the services affected.
You may populate the Configuration Item attribute [configuration_item] with the CI or the
service affected. You can then use this CI to identify details for incident routing. For example,
you can use the CI data, such as 'Support Group', and provide information about the service
impact using dependency relationships.
Screenshot 1: The different group reference fields on the configuration item [cmdb_ci] table
Screenshot 2: Example of an auto-assigned incident to the support group of the referenced

configuration item
Learn more here!

Which of the following CI class is not included in the search results for configuration items,
affected CIs, or impacted services within an Incident record?
Explanation
A service offering derives from a service, refining the parent service to a specific business need
and performance level.
You can enter service offerings in the Service Offering field on an Incident record to see the
service offerings affected by the incident in the Service Offerings related list.
Now that you can search and view service offerings separately, they are no longer included in
the search results for configuration items, affected CIs, or impacted services.
Please note that the Service Offering field may not appear by default in the user interface. If
this happens, add the Service Offering field using the form layout.
Screenshot: Referencing a Service Offering in an Incident
Learn more here!

Who can contribute if no User Criteria are specified for 'Can Contribute' in a Knowledge Base?
Explanation
You can assign user criteria to control read or contribute access. 'Can Contribute' is the list of
user criteria that grants contribute access and enables users who match the criteria to create
and modify articles in a knowledge base.
Only the Knowledge Base Owner and Knowledge Base Managers can contribute if no User
Criteria are specified for 'Can Contribute'.
Note: It is recommended to assign appropriate user criteria to secure contribute access.

Depending on the user criteria you want to set, select one or more of the relevant related lists:
Can Read: Users can read knowledge articles in the knowledge base.
Cannot Read: Users can't read knowledge articles in the knowledge base.
Can Contribute: Users can create, modify, and retire knowledge articles in a knowledge base.
Contribute access to a knowledge base also provides read access to all articles in the knowledge
base.
Cannot Contribute: Users can't create, modify, retire, or read knowledge articles in the
knowledge base.
For example, you could enable all users in your Support department to have contribute access
to a knowledge base by creating a user criteria record with the required department set to
Support and then including the user criteria record in the Can Contribute user criteria.
Screenshot: The Owner and the Managers on the Knowledge Base record
Learn more here!

Which of the following definitions corresponds to Service Catalogue?
Explanation
With the ServiceNow Service Catalog application, you can create service catalogues that
provide customers with self-service opportunities. You can customise portals where customers
can request catalogue items such as service and product offerings. You can also standardise
request fulfilment to ensure the accuracy and availability of the items in the catalogues.
Service Catalogue contains a collection of orderable products and services.
Service Portal is a customised interface used to build and submit an order.
Service Catalogue Request is a collection of one or more ordered items.
Requested Items are products placed in the shopping cart.
Screenshot 1: Service catalogue page on the platform
Screenshot 2: Service catalogue landing page on the Portal
Learn more here!

What happens if you select Publish when creating articles manually or by import?
Explanation
You must have contribute access to the knowledge base that stores the knowledge article you
want to publish.
When creating articles manually or by import, selecting Publish will trigger the publish workflow
assigned to the knowledge base.
This may mean the article is automatically moved to a Published state, or it may first require
approval(s).
Note: If you define a scheduled publish date for a knowledge article, it is published on that date
depending on the following workflow settings of its knowledge base:
If the knowledge base workflow is set to 'Knowledge - Instant Publish', the knowledge article is
automatically published on the scheduled publish date.
f the knowledge base workflow is set to 'Knowledge - Approval Publish', the knowledge article is
published on approval completion.
Screenshot 1: Selecting the Submit button on a newly created Knowledge Article saves it in
'Draft'
Screenshot 2: Selecting the Publish button on a Knowledge Article moved it to 'Review' based
on the out-of-the-box workflow
Learn more about knowledge workflows here!
Learn more about scheduling a knowledge article for publishing here!

(R) How is it possible for a non-administrator to develop and deploy applications on the Now
Platform?
Explanation
The ServiceNow Delegated development and deployment application enables non-
administrators to develop and deploy applications.
Delegated development allows designated users without a system admin role to develop or
deploy applications on the Now Platform.
If you have the application-specific admin role or the system-level admin role, you can delegate
application development to designated developers at the application level.
Screenshot: Managing developers' access via the Delegated development and deployment
application
Learn more here!

Which of the following should you do before importing data into ServiceNow?
Explanation
Spending time to define the import strategy before importing data saves time and effort.
Some of the activities you should do before importing data into ServiceNow are:
Understanding the data you plan to import,
Deciding what to do with incomplete or erroneous data, and
Determining which source data maps to which target fields.
Removing or correcting unwanted records after importing can be tedious and time-consuming.
Screenshot: The data flow for importing data
Learn more here!

What are the three main screen elements of the Now Platform user interface?
Explanation
The three main screen elements of the Now Platform user interface are the banner frame,
application navigator, and content frame.
The user menu and system Settings are part of the Banner frame.
Next Experience UI: You can customise the UI to determine the information you want to see,
accessible and in the format that works for you. You can navigate to modules in your instance
without opening multiple windows. Favourite the modules, explore modules you visited and
search your instance. Receive web and email notifications in one location too.
UI16: You can define system settings to customise the UI16 for yourself. The gear icon, located
within the banner frame, displays the system settings pop-up window. The UI16 application
navigator appears at the left of the interface and provides access to all available applications
and modules, favourites, and recently viewed items.
Screenshot 1: The Now Platform UI16
Screenshot 2: The Now Platform Next Experience UI
Learn more here!

Where in the Flow Designer can you find information about the actions you add to a flow?
Explanation
You can find help for building flows and actions, using flow logic, and working with data directly
in the Flow Designer help panel.
You can access help information for actions right when you add them to your flow.
You will see help topics that you can select and browse for more information about building
flows and actions, working with data, and setting up IntegrationHub spokes.
The help panel opens with information about the action and how to use the action's inputs and
outputs in your flow.
If no help content is available for your selected action, then the panel displays ‘No help content
found for:’ and the action's name.
Screenshot: Opening the Help Panel to access help information for Flow Designer actions
Learn more here!

Which of the following are possible outcomes when coalescing detects a match between a
record in the staging table and a record in the target table?
Explanation
The coalesce option allows you to update existing target table records when transforming
import data.
When coalescing detects a match between a record in the staging table and a record in the
target table, a possible outcome could be keeping the record already in the target table or
overwriting the record in the target table with the source data.
Once the Transform Map begins execution, the import continues running until every staging
table record has been inserted into the target table, updated, ignored, or skipped.
Imports never stop mid-way through running to request user intervention or delete previously
imported records.
Note: Choose fields in the target table to coalesce on only if those fields will have unique
values. If more than one record in the target table matches the specified coalesce options, only
the first matching record in the target table is updated.
Screenshot: Setting the Coalesce value to true in the Field Map for the User table Transform
Map
Learn more here!

Under which tab within the email notification configuration can you identify if a record insert or
update triggers a notification?
Explanation
Creating an email notification involves specifying when to send it, who receives it, what it
contains, and if it can be delivered in an email digest.
Use the following tabs in the Notification form to configure an email notification:
When to send — Conditions required to send the notification.
Who will receive — Recipients of the notification.
What it will contain — Contents of the notification.
What Digest will contain — Contents of the email digest if the notification can be delivered in a
digest.
Note: If you do not see all the fields on the form, switch to the Advanced view.
You can identify if a record insert or update triggers a notification from the 'When to send'
tab/section of the email notification.
Screenshot: Different tabs in the Notification form
Learn more here!

What are the possible data source file formats for an import set?
Explanation
An import set is used to import data from various data sources and then map that data into
ServiceNow tables.
You can import data from:
A local source file (e.g. XML, CSV, XLS, XLSX, JSON)
A network server by providing a path and authentication information
An LDAP connection
A JDBC connection
TXT (text) is not the file format that can be used as a data source.
Screenshot 1: Different data source types
Screenshot 2: Different data source file formats
Learn more here!

Which of the following are true statements about workflows?
Explanation
Multiple versions of a workflow can exist at the same time. However, only one published
version of a workflow ever exists.
When a workflow is invoked, the current workflow definition is loaded into the workflow
context.
The checked-out workflow executes for the developer who has the workflow checked out.
Workflows are typically not published until development is complete.
Screenshot: List of published workflows
Learn more here!

Which of the following is NOT a database setting on the Application Access section of a Table?
Explanation
Can write is NOT a database setting on the Application Access section of a Table.
All the other options are the database settings on the Application Access section of a Table.
Application access settings determine whether one application can access resources from
another application. They are similar to access controls (ACLs) in that they allow you to restrict
access to certain resources. Still, instead of restricting tables and records from users, they
restrict application resources from other applications.
Screenshot: The Application Access fields for a table
Learn more here!

Which of the following is a way to add an application to a ServiceNow instance for
development?
Explanation
ServiceNow Studio provides an Integrated Development Environment (IDE)-like interface for
application developers to work on custom applications in one centralised location. It offers a
simple way to create, review, and update application files from a tabbed environment. The
system opens Studio whenever you edit a custom application.
Guided Application Creator is an intuitive development interface for building applications on

the Now Platform. It provides a step-by-step process to guide you through your initial
application construction.
You can launch Guided App Creator from Studio or by opening System Applications > My
Company Applications and clicking the Create new button to create an application.
You can also use Studio to import an application from source control.
Note: Applications loaded from the ServiceNow Store are installed to the instance, not loaded
for development.
Screenshot 1: Different sections of the ServiceNow Studio
Screenshot 2: Designing an application form in Studio
Learn more about ServiceNow Studio here!
Learn more about Guided Application Creator here!

(R) How can system administrators speed up loading large lists?
Explanation
System administrators can reduce the load times of lists for very large tables by removing the
expense of calculating the total number of records in those lists.
In addition, you can quickly find information in a list by sorting the list. The system's method of
sorting a list depends on the type of record in the sort column.
All users can interact with lists for the tables their role permits them to access. Some list and
column header menu options are controlled by permissions granted to the user role.
Admins can remove the calculation of the total number of records in a list to speed up loading
large lists.
Calculating the total number of records to be included in a list filtered from extremely large
tables can take a long time. You can remove that calculation for all or specified views to
improve performance.
On a list, admins can click the Menu icon and navigate to Configure > List Control, and on the
List Control page, select the ‘Remove pagination count’ check box.
Screenshot 1: Navigating to the List Control on a list to remove pagination count

The pagination calculation should not appear, and the fast forward icon (Fast forward icon)
should be greyed out.
Screenshot 2: The Fast forward icon is greyed out after the pagination count is removed
Learn more here!

Which of the following statements are true about Dashboards?
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 various users.
Dashboards are configured using a drag and drop canvas and can contain widgets and tabs.
Applications usually have a Dashboard for each persona because different user types are
interested in different information.
Dashboards can have as many widgets as needed to convey the required information from an
application or process.
Access to Dashboards is restricted by role. However, all users can see Dashboards that do not
have a role assigned.
Screenshot 1: Example of a dashboard with multiple widgets and tabs
Screenshot 2: Restricting access to a dashboard by updating the dashboard properties
Learn more here!

Which of the following are the data visualisation formats in ServiceNow?
Explanation
Visualisations convey complex data, which can be difficult to describe in words using a chart or
graph. Application developers visualise data to transform records into meaningful information
for the application's users. The information should drive actions.
Data visualisations allow developers to present data to users in easily consumable ways. The
formats are:
Reports: visualisation of data for analysis
On-demand bar and pie charts created from lists: users create charts for any column on a list
% Complete indicators in lists: bar indicates how close a record is to completion
Chart data type for forms: inserts a report into a form
Dashboards: collection of widgets consisting of reports and analytics
Screenshot 1: Example of a report
Screenshot 2: Example of an on-demand bar and pie charts created from a list
Screenshot 3: Example of a percent complete indicator in a list

Screenshot 4: Example of a chart data type that inserts a report into a form
Screenshot 5: Example of a dashboard
Learn more here!

What does a column in the list interface correspond to in a ServiceNow instance?
Explanation
A table is a collection of records in the database. Each record corresponds to a row in a table,
and each field on a record corresponds to a column on that table.
Therefore, each column in the list interface corresponds to a field on the table; however, the
list does not necessarily display all fields from the table.
Applications use tables and records to manage data and processes, such as Incident, Problem,
and CMDB. Tables can extend other tables, creating parent tables and child tables.
Example: Converting rows and columns in your spreadsheet to fields and records in a
ServiceNow table
Screenshot 1: The columns on a list that represent fields on a table (UI16)
Screenshot 2: The columns on a list that represent fields on a table (Next Experience UI)
Learn more here!

Which of the following can be used to create configuration items (CIs) in the CMDB?
Explanation
Creating configuration items (CIs) in the CMDB can be done in the following ways:
Direct manual creation via the Configuration application modules.
Creation via service catalogue fulfilment processes.

Import from an external source.
Integration with 3rd party systems.
Automated discovery tool(s).
Creation triggered by asset management.
Creation via the change management process.
The incident management process can be used to reference CIs but not to create them. Admins
may configure the related list to create new CIs from an Incident record; however, it is not a
recommended or best practice approach.
Diagram: Different ways to create configuration items
Learn more here!

What role is required to create and edit Access Controls?
Explanation
The security_admin role is required to create and edit Access Controls.
Admin alone is not sufficient to edit Access Controls.
Users with the security_admin role need to use the Elevate Roles menu item in the User menu
before creating and editing Access Controls.
The security_admin role is an elevated privilege role provided with High Security Settings that
lets users create and change access controls and change High Security Settings.
In the base system, only the default System Administrator (admin) user has the security_admin
role. Since it requires elevating privileges, the admin user does not have this role at login. After
elevating privileges, the admin user has the security_admin role for the duration of the user
session.
Screenshot: The security_admin role record
Learn more here!

Which of the following is a key difference between Reporting and Performance Analytics?
Explanation
ServiceNow Performance Analytics is an in-platform process optimisation solution to create
management dashboards, report on KPIs and metrics, and answer key business questions to
help increase quality and reduce service delivery costs.
ServiceNow Reporting enables you to create and distribute reports that show the current state
of instance data, such as the number of open incidents of each priority. ServiceNow reports are
visualisations of your data that you can share with users on dashboards and service portals,
export to PDF, and send via email.
Reporting and Performance Analytics are two separate applications. They address different use
cases and are complementary to each other.
Performance Analytics can generate accurate historical trends by capturing continuous

snapshots on a regular schedule. Reporting answers the question of 'Where are we today?'
while Performance Analytics answers the question of what is happening over time.
Diagram: Common process insight questions for Reporting and Performance Analytics
Learn more here!

What minimum role is required to subscribe to or unsubscribe from a Configuration Item?
Explanation
cmdb_read is the minimum role required to subscribe or unsubscribe a CI.
cmdb_read is contained by other roles listed in the options and is the minimum required role.
Please note that reading CMDB tables requires the cmdb_read role; however, accessing the
Configuration module requires the asset, itil, or itil_admin role.
Table: CMDB platform roles
Screenshot: The cmdb_read role record shows a list of other roles that contain it
Learn more here!

(R) Which of the following is true about the CMDB Data Manager?

Explanation
You can use the CMDB Data Manager to centrally create, publish, and manage the CI policies
that automatically drive CI life cycle operations. CMDB Data Manager is a policy-driven
framework for managing CI life cycle operations such as deletion and archival. It follows
Common Service Data Model (CSDM) standards.
CMDB Data Manager is a wizard-like tool that provides a comprehensive solution for managing
CIs in the following ways:
Operates in bulk
Scales to large CMDBs.
Helps maintain the CMDB healthy and efficient
Copes with rapid changes in a cloud-based world.
You can use the CMDB Data Manager to create policies that govern CI life cycle stages, such as
retirement and deletion.
You can use the Teams related list to track the different types of groups assigned to a CI.
You can create before and after Java scripts for a data source of a CMDB integration application
so that you can manipulate Identification and Reconciliation Engine (IRE) input and output
payloads.
You can use CI Class Manager to add related entries for IRE identification rules.
You can use the extended IRE rules in key CMDB classes so that overlapping IP addresses in
different networks can be identified and maintained as separate CIs.
Screenshot: CMDB Data Manager on the NOW platform
Learn more here!

What value does the Condition field in a Business Rule return if the field is blank?
Explanation
A condition field specifies when to run business logic, such as a business rule or workflow.
There are two types of condition field:

Condition string: A text field that accepts a plain JavaScript condition statement. The system
validates the condition syntax for correctness before an update.
Conditions: A field that adds a condition builder to a form. Condition builders require specifying
a dependent field whose values the system uses to display choice list options. Typically, the
dependent field is the Table field.
The system evaluates both types of condition field to determine if the conditions are true or
false. When true, the system runs the business logic. When false, the system ignores the
business logic.
You can use the condition builder to determine when the business rule should run based on the
field values in the selected Table. You can also use the Condition field to build a condition with
a script.
The field returns true if there is no value in the Condition field.
Business Rule scripts only execute their script logic if the Condition field returns true.
Diagram: Business rule processing flow
Screenshot: Example of a business rule record

Learn more about business rules here!
Learn more about Condition field types here!

Which field data type adds a report to a form?
Explanation
You can add reports to forms such as change requests and configure the report visualisations to
display information relevant to the user of the form. The configuration is specific to the current
view.
Using Chart data type, users can add a report to a form.
The following report types are not supported on forms: List, Pivot, Multilevel Pivot, Calendar,
and Single Score.
You can use chart sections to display time series or single score reporting charts and
performance analytics scores. Charts give your managers or owners indications on trends or
items which require their attention.
The chart screen supports the following report types:
Time Series
Bar
Pie
To use a chart screen, you will first need to create a dashboard preview that will link to your
chart screen.
Screenshot 1: Adding a chart to the incident form with a desired label
Screenshot 2: Configuring a Form Chart that is added to the incident form
Learn more here!

When do onSubmit Client Scripts execute their script logic?
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.
You can use client scripts to configure forms, form fields, and field values while the user is using
the form. Client scripts can:
make fields hidden or visible
make fields read-only or writable
make fields optional or mandatory based on the user's role
set the value in one field based on the value in other fields
modify the options in a choice list based on a user's role
display messages based on a value in a field
There are four types of client scripts:
onLoad() — runs when the system first renders the form and before users can enter data.
Typically, onLoad() client scripts perform client-side-manipulation of the current form or set
default record values.
onSubmit() — runs when a form is submitted. Typically, onSubmit() scripts validate things on
the form and ensure that the submission makes sense. An onSubmit() client script can cancel
form submission by returning a value of false.
onChange() — runs when a particular field value changes on the form. The onChange() client
script must specify these parameters.
onCellEdit() — runs when the list editor changes a cell value. The onCellEdit() client script must
specify these parameters.
onSubmit Client Scripts execute their script logic whenever a user saves, submits, or updates a
record in a form.
Screenshot 1: Example of an onSubmit Client Script on the Incident table
Screenshot 2: Different Client Script Types on the NOW Platform
Learn more here!

What are the three different request methods in the Service Catalogue?
Explanation
Here are the three different request methods in Service Catalogue:
Order
Request
Submit
Order is the default method that displays the confirmation dialogue box, and the delivery
information is editable.
The Request method displays the confirmation dialogue box but not the delivery information.
The Submit method does not display the confirmation dialogue box or the delivery information.
Screenshot: Service catalogue request screen with the confirmation dialogue box and the
delivery information
Learn more here!

Which of the following does each flow consist of, as a minimum, in Flow Designer?

Explanation
Flow Designer is a Now Platform feature that enables process owners to automate work. Build
multi-step flows from reusable components without having to code.
Each flow in Flow Designer consists of a trigger and one or more actions.
A trigger starts a flow when the conditions of the trigger are met.
Actions are the Flow Designer operations, such as looking up a record, updating a field value,
requesting approval, or logging a value.
Screenshot: Flow Designer - The Flow for Standard Change
Learn more here!

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Question: Who can add or remove widgets in a dashboard?

Select 3 Answers from the below options.

Pie chart with 3 slices.

Notification preference of the recipient

Destination preference of the recipient

Learn more here!

Learn more here!

Select 4 Answers from the below options.

To provide help for custom applications.

To provide embedded help content where none exists for a page.

To provide embedded help content in languages other than English (default).

Screenshot 1: Displaying the Help pane when creating a new incident

Screenshot 2: List of Embedded Help contents

Learn more here!

Select 3 Answers from the below options.

integrate with 3rd party systems.

Screenshot 1: Flow Designer

Screenshot 2: Different view of the Flow Designer

Learn more here!

Screenshot: Using a guided template to auto-assign incoming incidents

Learn more here!

The template automatically populates fields in the incident form.

Screenshot 3: Clicking the add icon on the template bar (UI16)

Learn more here!

Screenshot: Example of a role record that contains other roles

Learn more here!

Screenshot: Impersonating a user for testing purposes

Learn more here!

Select 3 Answers from the below options.

Each access control rule specifies:

The object being secured (e.g. table, field).

The permissions required to access the object.

Operation - a valid action the system can take (CRUD).

Diagram: ACL evaluate permissions

Question 10: Skipped

Select 2 Answers from the below options.

Learn more here!

Question 11: Skipped

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Screenshot: Delegated development and deployment

Question 12: Skipped

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Layouts control how containers and components are organised on a page.

Viewport size changes when a page is resized.

Containers can be fixed or fluid layout.

Screenshot 1: Service Portal Configuration page

Screenshot 2: Service Portal Designer

Screenshot 3: Editing a portal page in the Service Portal Designer

Screenshot 5: Example of a portal page layout

Question 13: Skipped

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Note: Image field data is not preserved when exporting to XML.

Learn more here!

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Diagram 1: User criteria checks

Diagram 2: Contribute access to a knowledge base and its article flowchart