Being Fluid

Servicenow: Certified System Administrator
( Practice Set )
This practice set is based on the community post (https://community.servicenow.com/community?id=community_Article&sys_id=a0e7f10bdb01dd50f77799ead3961917) created by
Lon Landry. Created for better readability, Happy Learning.
Filter out by Categories: --Select--
CSAP1000 ( Category: Virtual Agent )
Automated Chatting agent available on the service portal is commonly referred to as?
Agentless Bot
Chatbot
Alexa
System Bot
Virtual Agent
✓Answer:
Virtual Agent
What helps users perform common tasks, obtain information, and make decisions?
Virtual Agent
Virtual Attendant
Jarvis
Augmented Attendant
Alexa Now
✓Answer:
Virtual Agent

What is a conversation bot that provides help to users day or night?
Virtual Attendant
Watson
Virtual Agent
Augmented Agent
IA Agent
✓Answer:
Virtual Agent

How can users interact with agents at their convenience through Virtual agent?
Synchronous chat in the web channel

Asynchronous chat in the web channel
Proactive Messaging in the web channel
Offline mode in the web channel
✓Answer:
Asynchronous chat in the web channel

Virtual agent capabilities include which three of the following?
Answering FAQs
Elevated role functions
Providing tutorial (“how to”) information
Performing diagnostics
Translating conversations
✓Answer:
Answering FAQs
Providing tutorial (“how to”) information
Performing diagnostics
Select three things a Virtual Agent can access:
Flows & Workflows

Knowledge Bases
Service Catalog
Playbooks created with the Process Automation Designer
System records
✓Answer:
Knowledge Bases
Service Catalog
System records

The ServiceNow virtual agent provides assistance within a messaging interface.
Which capability allows end users to configure virtual agent to intercept and help resolve submitted incidents?
Incident Intercept Resolution

Problem Auto Resolution
Web Intelligence
Issue Auto Resolution
Virtual Agent helper
Ticket Resolver
✓Answer:
Issue Auto Resolution
Restate three support tasks can be automated using a virtual agent using the list below.
Perform diagnostics
Provide information
Translating conversations
Answering FAQs
Translating FAQs
✓Answer:
Perform diagnostics
Provide information
Answering FAQs
Link unfurling enables previews of which three kinds of URLs are in virtual agent conversations?
Tasks
Texts
Work notes
Videos
Images
Email notifications
✓Answer:
Texts
Videos
Images

Name three purposes of the Virtual Agent is to help users?
Perform common work tasks

Update financial records
Obtain information
Make decisions
✓Answer:
Perform common work tasks
Obtain information
Make decisions

Which conversational interface allows you to preview and modify a catalog item in catalog builder?
Catalog annotator
Service Portal Connect Chat
Virtual Agent
Native Connect Chat
✓Answer:
Virtual Agent

Virtual agent capabilities include which three of the following?
Translating Languages
Querying or updating records (for example, get the status on cases or incidents)
Gathering data, such as attachments, for the agent
Performing Elevated role functions
Resolving multi-step problems
✓Answer:
Querying or updating records (for example, get the status on cases or incidents)
Gathering data, such as attachments, for the agent
Resolving multi-step problems

Which three from the list below, does Virtual Agent offer a web-based interface for?
BlackBerry
Service Portal
iOS
Android
✓Answer:
Service Portal
iOS
Android
How can you deactivate link unfurling feature in Virtual agent conversations?
By updating system property cs.re_enable_link_unfurling to true.

By deactivating UI scripts
By deactivating Business Rules
By updating system property com.glide.cs.enable_link_unfurling to false.
By deactivating Client Scripts
By updating system property com.glide.cs.disable_link_unfurling to true.
✓Answer:
By updating system property com.glide.cs.enable_link_unfurling to false.

Which three, third-party messaging apps are supported by Virtual Agents?
Workplace
Microsoft Teams
Slack
Google Hangouts
✓Answer:
Workplace
Microsoft Teams
Slack
What generates a content-rich preview when a supported link is shared in a conversation with a user, a virtual agent, or in a text-based bot
response.
Link sharing
Link unfurling
Web client unfurling
Channel unfurling
Link furling
✓Answer:
Link unfurling
CSAP0445 ( Category: Update Sets )

Each update set is stored in the _______ table?
update_set
Incident
sys_update_xml
sys_update_set
✓Answer:
sys_update_set

Which two of the following is not captured in an update set?
Homepages
Access Control Rules
Business Rules
Data Records
✓Answer:
Homepages
Data Records
Navigate here to create an update set:
All > System Definition > Local Update Sets

All > System Security > Local Update Sets
All > System Properties > Local Update Sets
All > System Update Sets > Local Update Sets
✓Answer:
To retrieve an update set from a remote instance, in the Production instance, navigate to:
All > System Update Sets > Retrieved Sources

All > System Update Sets > Committed Sources
All > System Definition > Update Sources
All > System Update Sets > Update Sources
All > Update Sets > Update Sources
✓Answer:
All > System Update Sets > Update Sources
Select a true statement from below with respect to Update Sets.
CMDB records are captured in Update Sets

Do not move the default update set between instances
Homepages are captured in Update Sets
Data Records are captured in Update Sets
✓Answer:
Do not move the default update set between instances
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.
Group of one or more changes that can be moved from one instance to another all together.
A series of tables and fields that store information about the Configuration Items (CIs) owned by your organization.
One method of security that restricts access to data by requiring users to pass a set of requirements before they can interact with it.
✓Answer:
Group of one or more changes that can be moved from one instance to another all together.
What happens to changes on the same object in multiple update sets when update sets are merged?
The most recent change to the object will be saved in the merged update set
Multiple versions of the change are stored in multiple update sets
All update sets for that object will be removed automatically from the merged update set
✓Answer:
The most recent change to the object will be saved in the merged update set
Navigate here to to upload an update set:
All > Update Sets > Retrieved Update Sets

All > System Definition > Retrieved Update Sets
All > System Security > Retrieved Update Sets
All > System Update Sets > Retrieved Update Sets
✓Answer:
ServiceNow recommends limiting Update Sets to a maximum of _____ records to reduce the number of potential conflicts and make it easier to
identify and review changes.
1000
100
300
500
✓Answer:
100
What is a group of one or more changes that can be moved from one instance to another?
Change Collection
Update Set
Business Rules
Configuration Items
✓Answer:
Update Set
N th t f d t t di d t tb d f lt? (3)
Name three types of records are not captured in an update set by default? (3)
Data records
Dashboards
Business Rules
Access Control rules
Homepages
✓Answer:
Data records
Dashboards
Homepages

Which of the following is correct regarding new groups, new CIs , new user?
No one can create them. Only automated data exists

They can be created by end users
They are not captured in update sets
✓Answer:
They are not captured in update sets

What are the steps for applying an update set to an instance? (3)
Copy
Retrieve
Preview
Delete
Commit
✓Answer:
Retrieve
Preview
Commit
Where can you view a series of customizations?
Update set
System Log
History
All of the above
None of the above
✓Answer:
Update set
Navigate here to to retrieve an update set:
All > Update Sets > Retrieved Update Sets

All > System Definition > Retrieved Update Sets
All > System Security > Retrieved Update Sets
✓Answer:

Navigate here to export an update set:

All > System Security > Local Update Sets
All > System Properties > Local Update Sets
All > System Update Sets > Update Sets > Export
✓Answer:

Select four true statements about scope:
Determines which of the application's resources are available to other applications in the instance.
Determines which discovery resources are available to other applications in the instance.
Protects applications by identifying and restricting access to available artifacts and data.
Prevents naming conflicts and allows the contextual development environment to determine what changes, if any, are permitted.
Is assigned to an application when it is first created and cannot be changed.
Is not assigned to an application when created and can be changed.
✓Answer:
Determines which of the application's resources are available to other applications in the instance.
Protects applications by identifying and restricting access to available artifacts and data.
Prevents naming conflicts and allows the contextual development environment to determine what changes, if any, are permitted.
Is assigned to an application when it is first created and cannot be changed.

Name the table where Update Sets write changes to?
sys_db_object
sys_update_xml
glide.ui.per_page
sys_update
✓Answer:
sys_update_xml
You cannot revert update set versions.
True
False
✓Answer:
False
What is the state an update set must be in to transfer it to another instance?
Preview
Complete
Ignore
In progress
✓Answer:
Complete

Update sets cannot be merged.
True
False
✓Answer:
False

What is common between CIs, Users, Groups?
They are stored in the same base table cmdb

Any changes to these are not captured in an update set
All changes to these are captured in an update set
✓Answer:
Any changes to these are not captured in an update set

To load data for an update set, navigate to:
All > System Import > Load Data

All S t I tS t L dD t
All > System Import Sets > Load Data
All> System Definition >Load Data
All>System Import Sets>Import Data
✓Answer:
All > System Import Sets > Load Data
What is the format of an exported Update Set?
XML
CSV
HTML
TXT
✓Answer:
XML
CSAP1313 ( Category: Task Management )

Select three types of tasks available via All > Service Desk > My Work:
Add a User
Requests
Security Cases
Visual Task Board Tasks
Add a Group
✓Answer:
Requests
Security Cases
Visual Task Board Tasks

Navigate here to locate active tasks assigned to yourself. (full file path)
✓Answer:
Service Desk > My Work
Select three items that Visual Task Boards allow you to do:
Manage your tasks through a visual, drag-and-drop interface

Create users to streamline processes
Identify process bottlenecks at a glance
Modify SLAs for all of your accounts
Track activity to view updates all in one place
Create groups to speed things up
✓Answer:
What is any record that can be assigned or completed by a user?
Form
Function
Problem
Task
✓Answer:
Task

When using sorting criteria for Visual task boards who has access to create, edit, or delete the criteria?
Anyone who possesses the task_organizer_role

Owner of the VTB
Anyone who the VTB is shared with
Anyone who possesses the vtb_admin role
Users of the VTB with vtb_user role
✓Answer:
Owner of the VTB

What ensures that tasks do not fall by the wayside by notifying users when tasks have been untouched for a predefined period of time?
Business monitors
Inactivity dial
Inactivity monitors
Business gauges
✓Answer:
Inactivity monitors
What is the sequence of conditions in an SLA definition?
Start, Hold, Halt

Start, In Progress, Stop
Begin, Hold, Halt
Start, Pause, Stop
✓Answer:
Start, Pause, Stop

Which table stores the Task SLA records for the SLA's attached to particular tasks?
task_sla
sla_ola
sla
sla_ula
None of the Above
✓Answer:
task_sla

What is SLM?
Service Level Management

Server Limit Management
Service Line Management
All of the above
None of the above
✓Answer:

What automatically assigns tasks to users or groups?
Assignment Rules
Auto Complete
Auto Update
Handler
✓Answer:
Assignment Rules

What can track the amount of time that a task has been open, to ensure that tasks are completed within an allotted time?
Service Level Definitions

Under Pinning Contracts
Customer Level Agreements
Service Level Agreements
✓Answer:
Service Level Agreements

Real-time editing allows you to edit records in real-time as well as see edits (indicated by a pulse icon) saved by other users using interfaces or
devices such as (name four):
Visual Task Boards

Service Portal
Studio
ServiceNow Mobile apps
App Engine
Apple Watch
✓Answer:
Visual Task Boards
Service Portal
ServiceNow Mobile apps
Apple Watch

Navigate here to create an assignment rule
✓Answer:
System Policy > Rules > Assignment

Which of the following three statements best describes Tasks?
Tasks lead to quicker resolution times

Tasks can only be performed once
Tasks are repeatable processes
Tasks minimize the possibility of human error
✓Answer:
Tasks lead to quicker resolution times
Tasks are repeatable processes
Tasks minimize the possibility of human error

Where can we create SLAs, OLAs and Underpinning Contracts?
Configuration Management
Incident
Service Catalog
✓Answer:
What is a collaboration tool with special user interface for presenting tasks?
Visual Task Board

Connect Chat
Virtual Task Board
IntegrationHub
✓Answer:
Visual Task Board
Name three things from below that best describe Tasks?
Minimize human error

Can only be performed once
Lead to quicker resolutions
Repeatable Process
✓Answer:
Minimize human error
Lead to quicker resolutions
Repeatable Process

As it relates to Task Management, SLA is an abbreviation for what?
Simple Level Agreement

Service Level Agreement
Service Level Analysis
Service License Agreement
✓Answer:
Which module displays a list of tasks assigned to a user's group, but not yet assigned to an individual user?
My Teams Work
My Groups Work
My Groups Tasks
My Teams Tasks
✓Answer:
My Groups Work
Comments are visible by all users?
True
False
✓Answer:
True
Name three things Visual Task Boards allow you to do:

Add users to the system
Uses machine-learning algorithms to determine field values
✓Answer:
Types of SLA (SLA, OLA, UC) are defined in which field?
Retroactive Start
Condition Field
Type Field
Duration
✓Answer:
Type Field

Select three different types of Visual Task Boards from the list below.
Flexible
Customized
Guided
Framed
Freeform

✓Answer:
Flexible
Guided
Freeform

What is a Service Desk application menu to locate all work assigned to your team?
Service Desk > My Assignments

Service Desk > My Groups Work
Service Desk > Inbox
Service Desk > Task Board
✓Answer:
Service Desk > My Groups Work

Navigate here to set configurable properties for the SLA Engine
✓Answer:
Service Level Management > Properties > SLA Engine
What is a Service Desk application menu to locate all work assigned to you?
Service Desk > My Assignments

Service Desk > Inbox
Service Desk > Task Board
✓Answer:
Name four Elements of a Visual Task Board (VTB), from the list below.
Title
System ID
Cards
Lanes
Quick Panels
Copy URL
✓Answer:
Title
Cards
Lanes
Quick Panels

Select four types of tasks available via All > Service Desk > My Work:
Change Requests
Group Approvals
Incidents
Knowledge Base Submissions
Adding users to groups
✓Answer:
Change Requests
Group Approvals
Incidents
Knowledge Base Submissions
CSAP0697 ( Category: ServiceNow Overview )
What uses machine-learning to determine field values during creation?
Predictive Intelligence
Robotic Process Automation
Classification Algorithm
Handler
Artificial Intelligence
✓Answer:
Who is ServiceNow's founder:
Brad Tilton
Pierre Omidyr
Jack Dorsey
Fred Luddy
Chuck Tomasi
Beth Anglin
✓Answer:
Fred Luddy
What is the quickest way to navigate back to a recently viewed record?
Expand All Applications

Impersonate the user
Navigate to corresponding list
Select the record from the History tab
✓Answer:
Select the record from the History tab

What creates a new record and closes the form?
Update
Submit
Insert and Stay
Copy Incident
✓Answer:
Submit
Navigate here to create a new relationship role
✓Answer:
Configuration > Suggested Relationships
Where do users personalize their user interface?
System Settings
Custom UI
Control Panel
User Preferences
✓Answer:
System Settings
What is the Now Platform's cloud-based computing model?
Infrastructure-as-a-Service
Application Platform-as-a-Service (aPaaS)
Software-as-a-Service (SaaS)
Pl tf S i
Platform-as-a-Service

✓Answer:
Application Platform-as-a-Service (aPaaS)
What are the three Now Platform interfaces?
Now Platform User Interface

ServiceNow Mobile Apps
Service Portal
Workspace
✓Answer:
ServiceNow Mobile Apps
Service Portal
What are users without any assigned role permissions?
Zero Trust
itil
Self-Service users
Null Users
Non Users
✓Answer:
Self-Service users
Which feature in ServiceNow helps improve Collaborative Efforts?
User impersonation
Groups
User Presence
✓Answer:
User Presence

What is the real-time messaging tool called?
Connect Chat
Now Chat
Connect Now
Connect Now
LiveCom
All of the above
✓Answer:
Connect Chat
Select three options available in the user menu.
Elevate Roles
Turn off notifications
Logout
Impersonate User
Export to pdf
✓Answer:
Elevate Roles
Logout
Impersonate User

What's a module and application in the example Incident > create new
Incident is an application and create new is the module

Incident is a module and create new is an application
Incident and create new both are applications
Incident and create new both are modules
✓Answer:
Incident is an application and create new is the module
What is used to search the whole instance for records?
Global Finder
Control Panel
Explorer
Global Search
✓Answer:
Global Search
There are 3 ways to interact with the Now platform.
Select the three Now Platform interfaces from list below:

Select the three Now Platform interfaces from list below:
Next Experience Unified Navigation

Next Experience
Now Mobile App
Next Mobile App
Service Portal
Customer Portal
✓Answer:
Now Mobile App
Service Portal
Which plugin allows users to install multiple applications, application customizations or plugins at once?
Multiple integration and process delivery (MIPD) Spokebatch install

Application Integration and Plugin Delivery (AIPD) Spokebatch install
Continuous Integration and Continuous Delivery (CICD) Spokebatch install
Quick Integration and Multiple Delivery (QIMD)
✓Answer:
Continuous Integration and Continuous Delivery (CICD) Spokebatch install
The first time you log into a Next Experience instance, ______________ is available to help you get acquainted with the unified navigation.
a Welcome Component
an Onboarding Component
a Newby Component
✓Answer:
an Onboarding Component

Multiple choice, single line text, and select box are what type of elements in ServiceNow?
Order Guides
Request Types
Variable Types
Related Lists
✓Answer:
Variable Types

Name four features of the main screen element for Banner Frame in the Next Experience Unified Navigation:
Global Search
Search
User Menu
Help Icon
Contextual App Pill
Contextual Help
✓Answer:
Global Search
User Menu
Help Icon
Contextual App Pill
What role is required to publish reports in ServiceNow?
report_publish
report_publisher
publish_report
report_import
✓Answer:
report_publisher
The database name for the user table is _______?
user
user list
admin_user
sys_user
system_user
✓Answer:
sys_user
Which is selected to impersonate another user?
User menu
Application Navigator
System settings
Magnifying glass
✓Answer:
User menu
Which plugin needs to be activated in order to translate the content of a catalog item to multiple languages?
Translation framework plugin

Localization framework plugin
Language AI framework plugin
Multiple Language framework plugin
✓Answer:
Localization framework plugin

Where in ServiceNow can users author cross-enterprise workflows and create a single and unified process?
Process Playbook Designer

Visual Task Boards
Flow Designer
Process Automation Designer
Workflow
✓Answer:
Process Automation Designer

Which statement below is true with respect to Insert & Update?
Inset updates an existing record, update saves a new record, both options close the form.
Insert creates a new record, update saves an existing record, both options close the form and return to the list view of records.
Insert creates a new record, update saves an existing record, with both options user is left in form view.
✓Answer:
Insert creates a new record, update saves an existing record, both options close the form and return to the list view of records.
Name four features of the main screen element for All Menus in the Next Experience Unified Navigation:
All (Applications & Modules)

History
Global Search
Navigation Filter
Favorites
Forms
✓Answer:
All (Applications & Modules)
History
Navigation Filter
Favorites
If the end user wants to report an incident, where do they navigate on the service portal?
In the infrastructure Services Category in the Service Catalog

In the Software Category in the Service Catalog
In the Quick Links Category in the Service Catalog
In the Can We Help You? Category in the Service Catalog
✓Answer:
In the Can We Help You? Category in the Service Catalog
Name three of the Useful features headings:
Start you day here

Welcome mat
Understand key data through visuals
Expand your knowledge
Save knowledge
✓Answer:
Start you day here
Understand key data through visuals
Expand your knowledge

Which of the three workflow types does the Now Platform provide?
Employee
Customer
End User
Information Technology (IT)
✓Answer:
Employee
Customer
Information Technology (IT)
Which two OSs are available for Now Mobile:
BlackBerry OS
Apple iOS
Google Android
Symbian
Windows Mobiles
✓Answer:
Apple iOS
Google Android

What icon marks any application or module as a favorite?
Gear
Triangle
Star
Circle
✓Answer:
Star
What displays customized messages for users to see at login?
Embedded Help
UI16
Welcome Page
System Guide
✓Answer:
Welcome Page

Which rule applies to only one field on a record?
*.table
table.field
table.none
table.*
✓Answer:
table.field

What is the new UI released in San Diego called?
UX Now
The Now Experience UI
UI17.0
The Next Experience UI
UI Builder
UI16.0
✓Answer:
The Next Experience UI

What is the Guided Setup completion indicator of an empty circle mean?
Task is not activated

Task has not yet started
Percentage of the task complete
Indicates task is complete
Indicates task is canceled
✓Answer:
Task has not yet started

As it relates to ServiceNow ITIL is an abbreviation for what?
Information Technology Information Log

Information Technology Index Loop
Information Technology Information Library
Information Technology Infrastructure Library
✓Answer:
Information Technology Infrastructure Library

What creates a new record and keeps the form open?
Save
Update
Insert and Stay
Insert
✓Answer:
Insert and Stay
Which of the following is the primary way to interact with the applications and data in a ServiceNow Instance? (Rome Question)
Service Portal
Workplace
Now Platform UI
Now Mobile
✓Answer:
Now Platform UI

Which property prevents users from creating homepages or editing existing ones when set to true?
com.glideapp.home.deactivate_homepages
com.glideapp.home.deprecate_homepages
com.glideapp.home.disable_homepages
com.glideapp.home.lock_homepages
✓Answer:
com.glideapp.home.deprecate_homepages
The abbreviation HI stands for:
High Incident
Help Interactive
Help Info
Hosted Instance
✓Answer:
Hosted Instance
Which base system role can perform actions of a helpdesk tech?
itil
maint
workflow_admin
tech
agent
✓Answer:
itil
Where do you navigate to report an incident?
Software category
Quick Links category
Can we help you? category
Infrastructure Services category
✓Answer:
Can we help you? category
By default, the History menu shows:
The past fifty entries

The past thirty history entries
The past one hundred entries
✓Answer:
The past thirty history entries
What lets you see who is online when working in an instance?
Profile Monitor
User Status
User Presence
who-is
who.is
✓Answer:
User Presence

What is the main screen element where homepages and dashboards appear?
Banner Frame
Banner Content
Content Frame
✓Answer:
Content Frame
The applications delivered by ServiceNow are divided into four different workflows:
IT Workflows
Employee Workflows
End User Workflows
Customer Workflows
Creator Workflows
Customer advocate Workflows
✓Answer:
IT Workflows
Employee Workflows
Customer Workflows
Creator Workflows
Select the three main elements of the ServiceNow platform user interface.
Banner Content
Application Frame
Content Frame
Banner Frame
Banner Navigator
✓Answer:
Content Frame
Banner Frame
What is a set of users who share a common purpose called?
Group
Collection
Subscription
Membership
✓Answer:
Group
How many Support Centers & Data Centers does service now have?
30 Support Centers & 10 Data Centers

✓Answer:

Name two of the Next Experience Unified Navigation Useful Features component:
Introduces tools to help with work

Work assigned to your group
Explore additional resources
Work assigned to you
✓Answer:
Introduces tools to help with work
Explore additional resources
Now Learning automatically notifies partners when badges are earned?
True
False
✓Answer:
False
What's the name of the application navigator search box?
Type filter text

Navigation filter
Favorites filter
Modules filter
✓Answer:
Navigation filter
The Now Platform is an example of which cloud computing model?
Software-as-a-Service (SaaS)
Platform-as-a-Service (PaaS)
Application Platform-as-a-service (aPaaS)
Infrastructure-as-a-service (IaaS)
✓Answer:
Application Platform-as-a-service (aPaaS)
Which field type displays records from another table?
Reference
Choice
String
Attachments
✓Answer:
Reference
Which new application replaces the mobile onboarding app, which was deprecated in San Diego release?
Now Mobile for HR Onboarding

Now Mobile App for HR Service Delivery
Mobile Onboarding Service Center
Now Onboarding
Next Experience Mobile Onboarding
✓Answer:
Now Mobile App for HR Service Delivery
Name the three Now Platform interfaces:

App Engine Studio
Now Mobile App
Service Portal
Workspace
✓Answer:
Now Mobile App
Service Portal
What is a single email that summarizes activity?
Email Digest
Email Summary
Newsletter
Survey
Activity Digest
✓Answer:
Email Digest

What can users use to communicate with other users in ServiceNow?
System chat
Connect Chat
Now Messenger
Virtual Agent
✓Answer:
Connect Chat
Name three features of the main screen element for the Content Frame in the Next Experience Unified Navigation:
User Menu
Forms
List of records
Favorites
Home pages & Dashboards
✓Answer:
Forms
List of records
Home pages & Dashboards
Which of the items below does not show in the History tab in application navigation?
Dashboards
Forms
UI Pages
Records
✓Answer:
UI Pages
What is the main screen element where History tab appears?
Content Frame
Banner Content
Banner Frame
✓Answer:

You cannot deactivate a plugin, once it has been activated.
True
False
✓Answer:
True

Which mobile application is designed to interact with customer support and is not customizable?
Now Mobile
HI Support
Now Support
Mobile Onboarding
Now Onboarding
✓Answer:
Now Support
ITSM is an abbreviation for what?
Information Technology System Metrics

Information Technology Support Manager
Information Technology Service Management
Information Technology Security Management
✓Answer:
Information Technology Service Management

One key differentiator of the Now Platform is its:
Multi-instance architecture
Multi-tenant architecture
Multi-cloud architecture
✓Answer:
Multi-instance architecture
What feature do you use to create, manage, and modify applets for ServiceNow mobile?
Mobile App Builder

Mobile Studio
Mobile Designer
Mobile card Designer
Mobile card Designer
Now Mobile Creator
✓Answer:
Mobile Studio
What is the tool to quickly find applications and modules called?
Finder
Control Panel
Navigation Filter
Global Search
Application Search
✓Answer:
Navigation Filter
Impersonation is used for ___________.
Checking Access
Testing and Visibility
✓Answer:
Testing and Visibility
What is the single source for all of your ServiceNow course content and Certifications?
Now University
Now Academy
Now Learning
SNU
SNUG
✓Answer:
Now Learning

What is the URL for useful resources and information produced by ServiceNow?
community.servicenow.com
docs.service-now.com
community.service-now.com
docs.servicenow.com
None of the above
None of the above
✓Answer:
docs.servicenow.com
What helps narrow down search results?
Containers
Wildcard Characters
Context Finder
Platform Locator
✓Answer:
Wildcard Characters
Which of these applications is available to all users?
Change
Incident
Facilities
Self-Service
✓Answer:
Self-Service
What are the three levels of super badges for Now Creators?
Pro
Legend
VIP
Star
✓Answer:
Pro
Legend
Star
Select two of the following things that will be included in the results when entering "service" in the navigation filter:
All modules and sections within the service desk application

Only applications with a name containing "service"
Any module with a name containing "services"
Only applications and section containing the name "service"

✓Answer:
All modules and sections within the service desk application
Any module with a name containing "services"
Where to click to always return back to Home?
Gear
Magnifying Glass
Logo
Star
✓Answer:
Logo

What are the people who want to get skills and earn badges and share their success in the NOW ecosystem called?
Now Creators
Now Scouts
Now Learners
Partner Spokes
✓Answer:
Now Creators
What are the three delivered workflows?
IT
Employee
Customer
End User
✓Answer:
IT
Employee
Customer

Navigate here to change the theme
✓Answer:
✓Answer:
Settings(gear icon) > Theme
A group is a:
Collection of permissions
Collection if Tasks
Set of users who share a common purpose
Individuals who you granted access to your ServiceNow instance
Set of members to a subscription
✓Answer:
What is the primary way to interact with applications and data in ServiceNow?
Workspace
Now Mobile
Now Platform UI
Service Portal
✓Answer:
Now Platform UI
How can an admin user flush the system cache?
By typing flush_cache.do in the navigation filter

By typing flush_sys_cache.do in the navigation filter
By typing cache.do in the navigation filter
By typing flush_system_cache.do in the navigation filter
✓Answer:
By typing cache.do in the navigation filter
What is the primary way to interact with an Instance's apps & data?
Now Mobile
Service Portal
Workspace
✓Answer:
What are the three main screen elements of the Now Platform User Interface?
Banner Frame
Application Frame
Banner Content
Content Frame
✓Answer:
Banner Frame
Content Frame
Management of all ServiceNow hosted instances, including upgrades, is performed using:
ServiceNow HELP
The Now Support (HI) (formerly known as HI Service Portal)
ServiceNow Community
ServiceNow Website
docs.servicenow.com
✓Answer:
The Now Support (HI) (formerly known as HI Service Portal)
What is the main screen element where Connect Chat icon appears?
Banner Frame
Content Frame
Banner Content
✓Answer:
Banner Frame
Restate three Visualization components displayed on Next Experience Unified Navigation:
Social media streams

Information specific to the logged in user
Reporting metrics
A list of assigned tasks
Your calendar
✓Answer:
Information specific to the logged in user
Reporting metrics
A list of assigned tasks
You need to go back and review a record you just looked at recently. What is one of the quickest ways to navigate back to the same record?
Expand every application in the All applications tab.

Select the record from the History tab.
Navigate back to its corresponding list.
Impersonate another user.
✓Answer:
Select the record from the History tab.
Which two of the following would be included in the results when entering "service" in the Navigation filter?
Only applications with a name containing "service".

All modules and sections within the Service Desk application.
All modules within the Service Desk application.
Only applications, sections, and modules with the names containing "services".
Any module with a name containing "services".
✓Answer:
All modules and sections within the Service Desk application.
Any module with a name containing "services".
A role is a:
A set of users delegated to perform different tasks

A collection of tasks
Set of members to a subscription
A collection of permissions
✓Answer:
A collection of permissions

Name four best practices when configuring Assignment Rules or Predictive Intelligence? (4)
Setting an Assignment group and User based on Category and Subcategory

Setting an Assignment group and User based on Category and Subcategory.
Setting a User based on Category and Subcategory.
Setting an Assignment group and User based on the short description.
Setting an Assignment group based on Category and Subcategory.
Setting an Assignment group based on Subcategory (Category = None).
✓Answer:
Setting an Assignment group and User based on Category and Subcategory.
Setting a User based on Category and Subcategory.
Setting an Assignment group and User based on the short description.
Setting an Assignment group based on Category and Subcategory.
What ServiceNow objects are not tracked in the History tab of the Application Navigator?
Report Creation
UI Pages and non-standard interfaces
Form submission
Incidents
✓Answer:
UI Pages and non-standard interfaces
What creates a new record and closes the form?
Save
Insert
Insert & Stay
Copy Incident
✓Answer:
Insert
Boolean operators in global search must all be in caps?
True
False
✓Answer:
True
What is a one-stop shop for managing all your ServiceNow accomplishments?
Now Creator
Now Creator
Now Profile
Now Cert Hub
Now Community
✓Answer:
Now Profile
What are the three main tab elements of the Application Navigator?
History
Reading List
All Applications
Favorites
✓Answer:
History
All Applications
Favorites

What icon do you select to personalize the UI system settings?
Question Mark
Logo
Gear
Magnifying Glass
✓Answer:
Gear
Zing
✓Answer:
Zing
What is the difference between a UI Policy and a Data Policy?
A Data Policy runs on both Client and Server side

A UI Policy runs on both Client and Server side
✓Answer:
✓ s e
A Data Policy runs on both Client and Server side
CSAP0407 ( Category: Service Catalog )
When you open a service catalog and click the order button what gets created?
REQ >RITM >TASK

Task
Item
✓Answer:
REQ >RITM >TASK
From the list below, which is created in ServiceNow when you order an item from the Service Catalog?
Problem
Request
Change Request
Incident
Catalog
✓Answer:
Request
What are the options available for tailoring a catalog item to meet specific needs?
Categories
Catalog Items
Business Rules
Variables
✓Answer:
Variables
Where do you navigate for the Service Catalog?
Self Service > Service Catalog

System Properties > My Catalog
System properties > Service Catalog
Self Service > My Catalog
✓Answer:
Self Service > Service Catalog
Which three aspects of the service catalog application can a user with only the Catalog Administrator role manage?
Catalog Items
Scripting functions
Catalogs
Categories
Business Rules
✓Answer:
Catalog Items
Catalogs
Categories
How is a laptop request fulfilled in the Service Catalog?
Guided Setup
Order an Item
Request a Service
Record Producer
✓Answer:
Order an Item

To ensure that standard service catalog processes are followed, such as initiating workflows as expected:
Create requested item records from record producers. Instead of creating requested item using catalog items.
Do not create requested item records from record producers. Instead, create requested item using catalog items.
✓Answer:
Do not create requested item records from record producers. Instead, create requested item using catalog items.
Navigate here for Catalog Items (full path)
✓Answer:
Service catalog > Catalog Definitions > Maintain Items
What represents multiple related request items grouped together as one request?
Catalog Item
Variable Set
Order Guide
Record Producer
✓Answer:
Order Guide
Which two items from below match the features of a Record Producer?
Order a mobile phone

Create an incident
HR Case
Password reset
✓Answer:
Create an incident
HR Case

What is the purpose of an Order Guide?
To request items in a sequence

To bundle similar items to be requested by the user
To group items categorically
To retrieve items by subcategory
✓Answer:
To bundle similar items to be requested by the user
Which of the two items are not stages in Service Catalog fulfillment?
Waiting for order (In Progress)

Approved
Pending (has not started)
Fulfillment (In Progress)
Sending
Completed
✓Answer:
Waiting for order (In Progress)
Sending
To create a new variable set, navigate to:
All > Service Catalog > Catalog Variables > Variable Sets
All > Service Catalog>Catalog Variables> Maintain Items
All > Service Catalog>Catalog Variables> Variables
All > Service Catalog> Variable Sets
✓Answer:
All > Service Catalog > Catalog Variables > Variable Sets
What are the groups of items displayed on a catalog homepage?
Variables
Business Rules
Categories
Catalog Items
✓Answer:
Categories

What is created when a user order orders several items? (3)
A variable
One or more Service Catalog Task (SCTASK) records
A request (REQ) record
A Request Item (RITM) record
A variable set
✓Answer:
One or more Service Catalog Task (SCTASK) records
A request (REQ) record
A Request Item (RITM) record
Which of the three things listed below are created when an order is placed for a catalog item?
RITM
SCTASK
VAR
REQ
✓Answer:
RITM
SCTASK
REQ
Service Catalog Flow consists of:
A list of tasks to complete the fulfillment process triggered by events

A fulfillment process with a set of actions and can send notifications to nominated users and groups
A fulfillment process which cannot send notifications but creates events
✓Answer:
A fulfillment process with a set of actions and can send notifications to nominated users and groups
What gives you the ability to dynamically control the ordering options from user to user & be defined for groups that use a Catalog?
✓Answer:
Views
Who can manage all aspects of the Service Catalog, except scripting functions?
Administrator
Catalog Manager
Catalog Editor
Catalog Administrator
✓Answer:
Catalog Administrator
Where do you navigate to edit a catalog item?
Create Incident
Maintain Items
Service Portal
Service Catalogs
✓Answer:
Maintain Items
Name three facts about Service catalog categories.
Categories cannot not have a parent child relationship

Categories cannot not have a parent-child relationship.
Categories can have a parent-child relationship, such as IT and Laptops.
A child category is a subcategory of its parent category. Each Catalog Item, Order Guide, Record Producer, Content Item, and subcategory
appears as a single item within the category.
In the Service Catalog, users locate a category for an item or service they want to order, and then click the subcategory link.
A base category is a subcategory of its parent category. Each Catalog Item, Order Guide, Record Producer, Content Item, and subcategory
appears as a single item within the category.
✓Answer:
Categories can have a parent-child relationship, such as IT and Laptops.
A child category is a subcategory of its parent category. Each Catalog Item, Order Guide, Record Producer, Content Item, and subcategory appears
as a single item within the category.
In the Service Catalog, users locate a category for an item or service they want to order, and then click the subcategory link.
From the list below name three Service Catalog Management Roles:
catalog_manager
catalog_editor
catalog_publisher
catalog_admin
✓Answer:
catalog_manager
catalog_publisher
catalog_admin

What are three common Service Catalog variable types?
Reference
Source
Multiple Choice
Select Box
✓Answer:
Reference
Multiple Choice
Select Box
Which of the two items are not stages in Service Catalog fulfillment?
Waiting for approval (In Progress)

Closed
Approved
Deployment Fulfillment
✓Answer:
Closed
Deployment Fulfillment
What is a collection of variables that can be reused across multiple catalog items?
VAR Collections
Lists
Variable Sets
Variable Groups
✓Answer:
Variable Sets
Restate the Catalog Administrator role from selections below:
catalog_editor
catalog_admin
catalog_manager
admin
✓Answer:
catalog_admin

Select the option below with types of variables in a Catalog item.
Characters, Images, Field Lists

Multiple Choice, Select boxes, Checkboxes
Multiple Select, Select Boxes, Checkboxes
✓Answer:
Multiple Choice, Select boxes, Checkboxes
Which three items from below match the features of ordering an item?
Mobile phone
Create an incident
Laptop
HR Case
Software request
✓Answer:
Mobile phone
Laptop
Software request
Select two roles required to update catalog items.
catalog_admin
config_admin
asset
catalog_creator
admin
✓Answer:
catalog_admin
admin
Where would you go to create an order guide
System properties > css
Service catalog > catalog definition > order guides and click new
Go to system definition > choice list
✓Answer:
Service catalog > catalog definition > order guides and click new

What three things from the list below may be created when an order is place for a catalog item?
A Variable
A RITM
A Variable Set
One or more sc_task records
A REQ
✓Answer:
A RITM
One or more sc_task records
A REQ
What is a robust ordering systems for users to request services and products?
Store Front
Service Catalog
Service Portal
Order Guide
✓Answer:
Service Catalog
Under which circumstance is the delegated request experience not supported?
If a single request for an item was made on behalf of multiple users

If two step checkout is enabled
If catalog item for self service is restricted
If the request was made using "Request for" variable type
✓Answer:
If two step checkout is enabled
Which two items from below match the features of requesting a service?
Password reset
Order a mobile phone
Create an incident
New electrical drop
✓Answer:
Password reset
New electrical drop
Where to find Fulfilment Tasks for an REQ in ServiceNow?
Fulfillment Number (FNUM) > RITM > TSK (Number)

Fulfillment Number (FNUM) > REQ > TSK (Number)
Request Number (REQ) > RITM > TSK (Number)
✓Answer:
Request Number (REQ) > RITM > TSK (Number)
What are the two steps to define the fulfillment process for a service catalog item?
Plan
Flow
Roadmap
Workflow
✓Answer:
Flow
Workflow
How is a password reset fulfilled in the Service Catalog?
Request a service
Order an item
Record producer
Guided Setup
✓Answer:
Request a service
How is an HR Case fulfilled in the Service Catalog?
Order an item
Guided Setup
Record Producer
Request a Service
✓Answer:
Record Producer
How is a software request fulfilled in the Service Catalog?
Record Producer
Guided Setup
Order an item
Request a service
✓Answer:
Order an item
From the end user's perspective, how are the products and services in the service catalog organized?
Tickets and Requests

Task and Subtasks
Incidents and Problems
Categories and Subcategories
✓Answer:
Categories and Subcategories
What presents multiple catalog items grouped together logically as one request?
Order Guide
Catalog Item
Variable Set
Record Producer
Record Guide
✓Answer:
Order Guide

Sequence in a catalogue form is determined by?
Sequence field on the variable form

Order field on the variable form
Date of data creation of the variables
✓Answer:
Order field on the variable form
How do users generally access the Service Catalog from the portal?
Under Request Something

Under System Status
In the Knowledge Base
In the Community
✓Answer:
When using the Service Portal, how do end users typically access the service catalog?
Under System Status

In the Knowledge Base
In the Community
✓Answer:
Which of the following items does the Service Catalog include?
Catalog items, record producers, change records

Catalog items, record producers, content items, incidents
Catalog items, record producers, content items
Catalog items, record producers, content items, problems
✓Answer:
Catalog items, record producers, content items
Which is the correct path for getting to Record Producers?
Self Service > Record Producers

Service Catalog > Catalog Definitions > Record Producers
Service Catalog > Catalogs > Record Producers
✓Answer:
Service Catalog > Catalog Definitions > Record Producers
A REQ in Service Request management is used to denote what?
An Asset
An Order
a Group
A CI
A Task
✓Answer:
An Order
What are the three things a user with only Catalog Administrator role can manage?
Catalog Items
Catalogs
Categories
Business Rules
✓Answer:
Catalog Items
Catalogs
Categories
How are products and services in the Service Catalog organized.
Tickets and Requests

Tasks and Subtasks
Incidents and Problems
Categories & Subcategories
✓Answer:
Categories & Subcategories
What is the path to Service Catalog?
✓Answer:
All > Self-Service > Service Catalog
CSAP0614 ( Category: Scripting )
Which one is a server-side script?
UI Script
Validation Script
Business Rule
Client Script
✓Answer:
Business Rule
What is the language used for ServiceNow Scripting?
Swift
NASM
JavaScript
Java
C++
✓Answer:
JavaScript
Which script object in ServiceNow runs when an object is updated, inserted, displayed, deleted or queried?
Ui Scripts
Client Scripts
UI P li
UI Policy
Business Rule
Ui Policy Action
✓Answer:
Business Rule
Which script runs when a record is displayed, inserted, updated, deleted, or when a table is queried?
Business Rule
Client Script
UI Policy
✓Answer:
Business Rule

Which of the following statements is true about scripting in ServiceNow?
It is easier to debug and fix configuration changes vs. a script after an upgrade. Therefore, it is considered good practice to customize your
instance without scripting.
It is easier to debug and fix a script vs. configuration changes after an upgrade. Therefore, it is considered good practice to customize your
instance with scripting.
✓Answer:
It is easier to debug and fix configuration changes vs. a script after an upgrade. Therefore, it is considered good practice to customize your instance
without scripting.
What type of client script runs when a cell on a list changes value through use of the List editor?
onSubmit()
onCellEdit()
onChange()
onLoad()
onCellChange()
✓Answer:
onCellEdit()

Below are the types of Client Scripts, select four correct answers.
onSubmit
onUpdate
onDelete
onDelete
onLoad
onCellEdit
onChange
onCreate
✓Answer:
onSubmit
onLoad
onCellEdit
onChange
What are the scripts that run in a web browser called?
Server-side
Transform Maps
Script Includes
Client-side
✓Answer:
Client-side

Which two run scripts client-side?
Business Rule
Script Include
UI Policy
Client Script
✓Answer:
UI Policy
Client Script
Business rules are real time
True
False
✓Answer:
False
Which of the following are true regarding UI Policies?

They run only on server side
All the UI Policies of task table are not extended by the incident table
Based on the condition, it can be decided when to make it visible/hidden
They run on the cloud side
✓Answer:
Based on the condition, it can be decided when to make it visible/hidden
Select two true statements from below
UI policies only enforces on data entered into a form or list (passing through the UI).
Data Policies only enforces on data entered into a form or list (passing through the UI).
Data Policies are applied to all data entered into the platform: form (UI), import sets, or web services.
UI Policies are applied to all data entered into the platform: form (UI), import sets, or web services.
✓Answer:
UI policies only enforces on data entered into a form or list (passing through the UI).
Data Policies are applied to all data entered into the platform: form (UI), import sets, or web services.
Which two from list below run scripts client side?
Business Rule
Client Script
Script Include
UI Policy
✓Answer:
Client Script
UI Policy
What do you configure to instruct fields how to behave on a form when a UI policy is triggered?
UI Actions
Client Script
Data Policy
UI Policy Action
✓Answer:
UI Policy Action
Which statement is correct with respect to Business rules:

A Business Rule must run before a database action
A piece of JavaScript
A Business Rule must run after a database action
✓Answer:
A piece of JavaScript
What do client request + server response =?
Single trip
Round trip
Multiple trip
None of the above
✓Answer:
Round trip
What are the client scripts that run when a particular field changes value?
onCellEdit()
onChange()
onLoad()
onSubmit()
✓Answer:
onChange()
Select two things from below that JellyScripting is used for?
UI Macros
UI Policy
UI Action
Content Management System
✓Answer:
UI Macros
Content Management System
To turn on the Save button/UI Action that show “Save”, “Insert”, and “Insert and Stay” buttons on forms navigate to:
All > System Properties > UI Properties

All > System Definition > UI Properties
All System Definition UI Properties
All > System UI > UI Properties

All > System Security > UI Properties
✓Answer:
All > System Properties > UI Properties
What is the shared scratchpad object?
g_scratchpad
u_scratchpad
gs.scratchpad
sys_sp_obj
sys_obj_sp
✓Answer:
g_scratchpad
Select two facts about Business Rules:
Which User and Groups have access

What table to run against and timing (before or after insert and more)
What conditions to evaluate, and what script to run based on the evaluation
What forms to evaluate, and what list to display based on the evaluation
✓Answer:
What table to run against and timing (before or after insert and more)
What conditions to evaluate, and what script to run based on the evaluation

On the client script, which of the following variables cannot be used?
g_form
producer.variable
jslog
gs.include()
✓Answer:
gs.include()
CSAP0465 ( Category: Reporting )
What are used to automate business logic for a particular application or process?
Flows
Triggers
Actions
IntegrationHub Spokes
✓Answer:
Flows
Select an item from below that can be found in the Report Designer tab Configure:
Define the report grouping

Enter a report name, source type, and a table or Data source
Select the report visualization format
✓Answer:
Name three types of charts categorized as Multidimensional reports in ServiceNow.
Single Score
Heatmap
Column
Bubble
Multi-level pivot table
✓Answer:
Heatmap
Bubble
Multi-level pivot table
In ServiceNow Report Designer, what can be used to aggregate field values?
Integer abbreviations
Standard deviation calculations
Data based visualization domains
Float field metrics
✓Answer:
Standard deviation calculations
How do you get to the new dashboard that allows instance administrators to proactively monitor system health?
Plugins
Plugins
Import Center
IntegrationHub
Dashboards Landing Page
ServiceNow Store
✓Answer:
Dashboards Landing Page
Select an item from below that can be found in the Report Designer tab Type:

Choose colors title and chart properties
Enter a report name
Enter a source or table
✓Answer:
Which dashboard allows instance administrators to proactively monitor system health?
Instance Owner Dashboard

Application Insights Dashboard
System Administrator Dashboard
CMDB Dashboard
✓Answer:
Application Insights Dashboard
Name the Report Designer tab where you select the report visualization format?
Style
Data
Type
Configure
✓Answer:
Type

Usually _____ is detected for a shorter amount of time than it takes to detect an anti-signal. In this case, the application shows a simple "_____"
message. No notifications are sent and no action is necessary.
anti-signal
anti signal
no signal
non signal
signal
✓Answer:
no signal
Which ServiceNow dashboard shows the compliant security checks in a system?
PCI Compliance Monitor score

PCI Configuration Controls score
PCI Compliance Manager score
PCI Security Center score
PCI Compliance Center score
✓Answer:
PCI Configuration Controls score
By default, a report is shared with:
All users and groups

All roles
Only groups that the report creator belongs to
The report creator only
✓Answer:
The KPI _____ application considers the following behaviors to 'signal' special cause variation:
Anti-Signals
Signals
Non-Signals
No Signal
✓Answer:
Signals
When using the performance analytics application in the Now platform, what kind of KPI signals are used to make decisions that statistically support
long term workflow stability?
Stability-signals
Stability signals
long-term-signals
Anti-signals
Non-signals
✓Answer:
Anti-signals
Who is a report shared with by default?
All roles
Only groups that the creator belongs to
All users and groups
✓Answer:
How is report data grouped when generating a report from a list?
By date
By user
By the column clicked
By sys_id
None of the above
✓Answer:
By the column clicked
The _____ lets you know that your workflow is under control.
no signal
anti-signal
non-signal
signal
✓Answer:
anti-signal
Which of the below items relates to a metric in ServiceNow reporting?
A report gauge available for dashboards

Measures and evaluates the effectiveness of IT Service Management process
Measures and evaluates the effectiveness of the CMDB

Measure the time between two date fields
✓Answer:
What are three types of Visual Task Boards?
Guided
Variable
Flexible
Freeform
✓Answer:
Guided
Flexible
Freeform
Which phase of the Report designer lets you define the Group by attribute?
Style
Type
Configure
Data
✓Answer:
Configure
What lets users share Widgets like Reports and Performance Analytics visualizations?
Control Panel
Responsive Dashboards
Analytics Filter
Visual Analytics Board
✓Answer:
Responsive Dashboards
Which of the following are valid report sharing options? (5)
Add to homepage
Publish
Publish
Export to PDF
Add to dashboard
Clone
Schedule
Share
✓Answer:
Publish
Export to PDF
Add to dashboard
Schedule
Share
Name five types of charts categorized as Time Series in ServiceNow.
Heatmap
Area
Bubble
Column
Line
Spline
Step Line
✓Answer:
Area
Column
Line
Spline
Step Line
Select an item from below that can be found in the Report Designer tab Style:

✓Answer:
What is the tool that allows you to create and distribute your own reports?
Visual Task Board

Control Panel
Report Designer
Report Filter
Report Buddy
✓Answer:
Report Designer
Name the two report types that can be created from list view of records.
Bar Chart
Time Series
Pie Chart
List report
Single Score
✓Answer:
Bar Chart
Pie Chart

Which Report Designer tab allows you to enter report name and source type:
Style
Type
Configure
Data
Report Name
✓Answer:
Data
Name four types of charts categorized as Bars in ServiceNow.
Bar
Histogram
Column
Horizontal Bar
Pareto
Dial
✓Answer:
Bar
Histogram
Horizontal Bar
Pareto
Name three types of charts categorized as Scores in ServiceNow.

Pie
Dial
Semi-donut
Single Score
Funnel
Speedometer
✓Answer:
Dial
Single Score
Speedometer
What is an example of a Time Series Chart?
List
Bar
Single Score
Speedometer
Line
✓Answer:
Line
Which Report Designer tab allows you to choose colors & title?
Data
Style
Configure
Type
✓Answer:
Style
Select two options that can be accessed from the Reporting module from list below.
From the Form view

From the Column Header in a list view
From the Form designer
View/Run application module
✓Answer:
From the Column Header in a list view
View/Run application module

Where do reports appear after you create them?
Reports > View/Run

ServiceDesk > My Reports
Performance Analytics > Reporting
Reports > Newly Created
✓Answer:
Reports > View/Run
Select an item from below that can be found in the Report Designer tab Data:

✓Answer:
What is the recommended way to share a report
Download as PDF
Email an attachment
Share the report
Publish to an instance URL
✓Answer:
Share the report
When KPI Signals does not detect abnormal variation for a significant amount of time, it generates _____ _____.
non-signal
anti-signal
no-signal
signal
✓Answer:
anti-signal

What phase of the report designer lets you choose the fields needed in a list report?
Style
Type
Configure
Data
✓Answer:
Configure
Select five valid report sharing options from the list below.
Add to dashboard
Publish
Schedule
Add to homepage
Clone
Export to pdf
Share
✓Answer:
Add to dashboard
Publish
Schedule
Export to pdf
Share
Responsive Dashboards in the _____ _____ let users share widgets like Reports and Performance Analytics visualizations.
Banner frame
Content Navigator
Content frame
✓Answer:
Content frame
Which phase of the Report designer lets you choose a color scheme for the report visualization?
Configure
Data
Type
Style
✓Answer:
Style
Name three types of charts categorized Pies and Donuts as in ServiceNow.
Donut
Pie
Pi
Semi donut
Cream filled
✓Answer:
Donut
Pie
Semi donut
What are two report visualizations types that can be generated from a list of records?
Single score
Pie chart
Line chart
Bar chart
✓Answer:
Pie chart
Bar chart
Navigate here to modify an existing report
✓Answer:
Reports > View/Run
name the Report Designer tab where Report Grouping is defined?
Style
Data
Type
Configure
Grouping
✓Answer:
Configure
What is an example of a column and bar chart?
Donut
Dial
Pareto
Spline
✓Answer:
Pareto

What are the three report sharing options?
Clone
Publish
Export to PDF
Share
✓Answer:
Publish
Export to PDF
Share
CSAP1310 ( Category: Product )
Name three, items from below about how Predictive Intelligence results in improved efficiency and quality and reduces costs:
Reducing the amount of time spent resolving tasks

Reducing the amount of incidents calls
Reducing the number of interactions required to resolve tasks
Reducing the number of potential human errors that could occur while categorizing and assigning work
Reducing the number of financial transactions
✓Answer:
Reducing the amount of time spent resolving tasks
Reducing the number of interactions required to resolve tasks
Reducing the number of potential human errors that could occur while categorizing and assigning work
CSAP0718 ( Category: Notifications )
What allows users to manage which notifications they receive?
Connect Chat
Subscriptions
Now on Now
System Properties
✓Answer:
Subscriptions
Where can users set their notification subscription preferences?
Notification settings
System settings
Subscription settings
Email settings
✓Answer:
System settings
What triggers notifications?
System Events
Dot-walking
Activity Stream
✓Answer:
System Events
Which feature allows users to manage their own notifications?
Platform Chat
Connect Chat
System Properties
Subscriptions
Portal Properties
✓Answer:
Subscriptions
Where do you navigate to see the notifications currently defined in the system?
System Notification > Notifications

System Notification > Email > Notifications
System Properties > Notifications
Notifications > System
✓Answer:
System Notification > Email > Notifications
Regarding inbound email actions, name three types of actions the system can take in response to a user’s message.
Create custom applications

Make changes to a system table
Send the user an email message in reply
Override agent capacity for selected agents
✓Answer:
Override agent capacity for selected agents
Where do users set their notification subscription preferences?
Subscription Settings
Email Settings
System Settings
Notification Settings
✓Answer:
System Settings
What item in ServiceNow is used for creating incidents via email?
Email Actions
Business Rules
Email Policies
Data Policies
Inbound Actions
✓Answer:
Inbound Actions
Where to configure "Override the Message HTML" for notifications?
Which email template

What will it contain
When to send
Who will receive
✓Answer:
What will it contain
When configuring an email notification, where can you choose field values from the record to include within the message?
Select fields pane

Select variables
Variables context menu
Platform variables
✓Answer:
Select variables
Select three from the list below to name contents of What it will contain:
Select variable values to include in subject or message

Override the message HTML
Define conditions to be met
Identify if a record insert or update results in the notification
Apply an email template
✓Answer:
Override the message HTML
What are the three tabs used to configure an email notification?
When to send
Why send
What it will contain
Who will receive
✓Answer:
When to send
Who will receive
Which three tabs are used to configure an email notification?

When to send
Who will receive
What the subjects is
✓Answer:
When to send
Who will receive
What is used to preview how the Notification will appear to the user?
Preview Notification
Impersonate User
Sneak Peek
Auto preview
✓Answer:
Preview Notification
How can administrators utilize the same content for different notification channels?
Configure default notification content

Set up related notification content
Enable actionable notification content
Provide common notification content
✓Answer:
Provide common notification content
Which feature allows users to manage which notifications they receive about various activities occurring in the platform?
Now on Now
Subscriptions
Platform Chat
ServiceNow Mobile
✓Answer:
Subscriptions
What are the actions that the system takes in response to messages from users?
Triggers
Inbound Email Actions
Assignment Rules
Auto Feedback
✓Answer:
✓Answer:
Inbound Email Actions
When a request is rejected, a notification is sent and sets the status to rejected.
True
False
✓Answer:
True
Notifications in the Now Platform occur through which of the following three methods?
Virtual Agent
Email
Meeting Invitation
SMS
Workplace Chat
✓Answer:
Email
Meeting Invitation
SMS
What are the three methods where notifications appear?
Virtual Agent
Email
SMS
Meeting Invitation
✓Answer:
Email
SMS
Meeting Invitation
Select two from the list below to name contents of When to send:

Make the notification Subscribable
Select variable values to include in subject or message results in the notification
✓Answer:
Name four ways to collaborate with team members on tasks?

User presence
Additional comments
Activity stream
Connect chat
Comments
Work notes
✓Answer:
User presence
Activity stream
Connect chat
Work notes
Where is "make the notification subscribe-able by users" located?

Who will receive
When to send
✓Answer:
Who will receive
Users can set their notification subscription preferences by navigating to:
User menu > Subscriptions

System Settings > Notification Preferences
System Properties > Notification Preferences
✓Answer:
System Settings > Notification Preferences
What are the two types of actions the system can take in response to a user's message?

Update the welcome page
Print the requested record
Print the requested record
✓Answer:
Where do you configure "Define conditions to be met" for Notifications?

When to send
Who will receive
✓Answer:
When to send
What allows users to manage which notifications they receive?
ServiceNow Mobile
Subscriptions
Now on Now
Platform Chat
✓Answer:
Subscriptions
Name three different methods for Notifications in the now platform.
Virtual Agent
SMS
Email
Workplace Chat
Meeting Invitation
Connect Bot
✓Answer:
SMS
Email
Meeting Invitation
You can verify your Notification was sent correctly using:

All > System Mailboxes > Outbound > Outbox
All > System Mailboxes > Inbound > Outbox
All > System Mailboxes > Inbound > Inbox
All > System Mailboxes > Outbox
✓Answer:
All > System Mailboxes > Outbound > Outbox
What type of notification allow users to know when knowledge articles are about to expire?
Agent Workspace
SMS
Self-Service Notifications
Email
✓Answer:
Email
Select two from the list below to name contents of Who will Receive:

Select Users or Groups from field values on the notification record
✓Answer:
Select Users or Groups from field values on the notification record
How to navigate to emails sent/received out/in from the Now platform Application navigator?
System Logs > Emails

System Policy > Email > Email
System Notification > Email
System Notification > Email > Emails
✓Answer:
System Logs > Emails
CSAP0947 ( Category: Lists & Filters )
Which context menu allows you to export data from the list view?
List Title Context menu

List Title Context menu
Record Context menu

List Column Context menu
Form Context menu
✓Answer:
What are the filter conditions also known as?
Filed Values
Title Bars
Breadcrumbs
Column Heading
Bread dots
✓Answer:
Breadcrumbs
Name four things that the list interface consists of:
A title bar
Favorites
Filters
Breadcrumbs
Columns of data
Dashboards
✓Answer:
A title bar
Filters
Breadcrumbs
Columns of data
Name three ways to create a favorite?
Drag the breadcrumbs of a filters list to the Favorites tab

Drag an individual record to the Favorites tab
Select the personalization gear icon
Select the start of its corresponding section
Select the star of its corresponding application or module
✓Answer:
Drag the breadcrumbs of a filters list to the Favorites tab
Drag an individual record to the Favorites tab
Select the star of its corresponding application or module

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:
Column Headings
Filed values
Breadcrumbs
Title Bars
✓Answer:
Breadcrumbs
What allows you to filter the list data using natural language, instead of the condition builder?
Natural Language Query

Artificial Intelligence Query
Natural Predictive Intelligence
✓Answer:
Natural Language Query
How can you modify field data in a list view without opening the record?
Column editor
Field editor
List editor
table editor
✓Answer:
List editor
What does the list editor do?
It shows the average response time of your ServiceNow instance

It displays the processing time, including the total time, network latency and browser rendering and parsing
It allows you to update the record without having to open a form
All of the above
None of the above
✓Answer:
It allows you to update the record without having to open a form
What are the two list versions?
v3
v0
v1
v2
✓Answer:
v3
v2
Which role is required to change list layout?
configure_list
personalize_list_control
list_control
personalize_list
list_admin
✓Answer:
personalize_list
What is a set of conditions applied to a table to work with a subset of data?
Record
List
Filter
Field
✓Answer:
Filter

What context menu is available for each value in a list?
List column context menu

List filter context menu
List field context menu
List title menu
✓Answer:
List field context menu
Where are breadcrumbs in ServiceNow?
The menu on each column header

The menu at the top of a list
The filter conditions in a list view are referred to as breadcrumbs
✓Answer:
Select three items that List Title menu consists of:
Show
User
Refresh List
Export
Create Favorite
✓Answer:
Show
Refresh List
Create Favorite
Name two types of context menus ServiceNow provides.
Filter Context menu

Form Context menu
List Filter Context menu
✓Answer:
Form Context menu

Where do we go in Next Experience UI to create a new view?
Right click any list context menu and select Configure > List Layout
Right click any column header and select Configure > List Layout
Right click any field context menu and select Configure > List Layout
✓Answer:
Right click any column header and select Configure > List Layout
What displays actions like quick reports, configuring lists, and exporting data?
List Context Menu

Column Context Menu
Record Context Menu
Value Context Menu
✓Answer:
Column Context Menu
Where to navigate to see a list of all configuration items
✓Answer:
Configuration > Base Items > All
Which menu can users access to display actions that involve creating quick reports, configuring lists and exporting data?
Column context menu

Record context menu
Value context menu
List context menu
✓Answer:
Column context menu
Lists provide context menus at three different levels. What are the three names of those context menus?
List filter context menu

List title menu
List fields context menu
List description menu
✓Answer:
List title menu
List fields context menu
What is part of a filter condition?
Field, Value, Operation

Field, Value, Operator
, , p
Field, Condition, Value
✓Answer:
Field, Value, Operator
Which search feature can be used to help narrow down search results in ServiceNow?
Context Finder
Wildcard Characters
Platform Locator
Containers
✓Answer:
Wildcard Characters
What displays a set of records from a table in the content frame?
Activity Stream
Workspace
List
Form
✓Answer:
List
How to you save a filter for a list?
Click Create it, Name it, Save it

Give it a name, Set visibility, Save
Give it a name, Set roles, Save
Save, Set name, Set roles
✓Answer:
Give it a name, Set visibility, Save
What key combination allows you to select multiple consecutive values when using the list editor.
Ctrl & up or down arrow

Shift & M
Control & M
Shift & up or down arrow
✓Answer:
Shift & up or down arrow
Name two shortcuts that select multiple consecutive values:
Shift & Down Arrow

Ctrl & Up Arrow
Shift & Up Arrow
Alt & Down Arrow
✓Answer:
Shift & Down Arrow
Shift & Up Arrow
What is accessible via the list title menu icon, or right clicking the title bar?
List Properties
Tags
Label Properties
List controls
✓Answer:
List controls
What appears to the right of the gear if you've personalized a list?
Red star
Yellow dot
Green dot
Red exclamation point
✓Answer:
Green dot
A column in a list represents what in ServiceNow?
A filter
A list
A record
A field
✓Answer:
A field
Select three items that List Title menu consists of:
View
User
Filters
Export
Group By
✓Answer:
View
Filters
Group By
CSAP0516 ( Category: Knowledge Management )

What is the field that indicates the unique identifier of a knowledge article?
Valid To
Workflow
Number
Article Type
✓Answer:
Number
Within ServiceNow, KB is an abbreviation for what?
Keyword Block
Kubernetes Broker
Knowledge Base
Kanban Board
✓Answer:
Knowledge Base
Which of the following three ways an end user can leave feedback about an article?
Leave a comment on the article

Give a 1-5 star rating
Fill out an article quality index checklist
Mark the article as helpful or not helpful
✓Answer:
Leave a comment on the article
Give a 1-5 star rating
Mark the article as helpful or not helpful
What is a record in a knowledge base that provides information to consumers?
Listicle
Service Catalog
Knowledge Article
Consumer Report
✓Answer:
Knowledge Article
Knowledge article authors can apply predefined formats, code snippets, table of contents, find/replace text when authoring a Knowledge article using
this editor this editor?
Java
HTML
Python
MYSQL
JavaScript
CSS
✓Answer:
HTML
Name a state where a knowledge article is visible to all users?
Registered
Published
Certified
Draft
✓Answer:
Published
What is a button that triggers a search for similar knowledge articles already existing?
Search for Duplicates

Compare
Digital Twin
Find Similar
✓Answer:
Which three of the following are possible methods of populating a knowledge base with knowledge articles?
Integrating with a WebDev complaint source

Via e-mail to a defined knowledge e-mail address
Creating articles directly in the ServiceNow platform
Importing Microsoft Word files
✓Answer:
Integrating with a WebDev complaint source
Creating articles directly in the ServiceNow platform
Importing Microsoft Word files
What are the three ways a user can leave feedback about an article?
Leave a comment
Give a star rating
Mark as helpful or not
Fill out a survey
✓Answer:
Leave a comment
Give a star rating
Mark as helpful or not
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
✓Answer:
A Permalink
What are the articles with the highest percentage of users marking them helpful called?
Featured
Most Helpful
Most Viewed
Most Useful
✓Answer:
Most Useful
What item/widget in the Knowledge Management Service Portal displays articles that have the highest percentage of users marking them as helpful?
Most Helpful
Featured
Most Useful
Most Viewed
✓Answer:
Most Useful

How should you share a knowledge article with another user?
A permalink
Sharing the keywords
Taking a screenshot
Copying and pasting the text
✓Answer:
A permalink
What are the two Knowledge Base article types?
HTML
Wiki
CSS
JavaScript
✓Answer:
HTML
Wiki
Where do you click to import Microsoft Word documents directly into a KB?
Import Articles
MSW Import
Upload
Insert and Publish
Import Word
✓Answer:
Import Articles
Which feature allows end users to post questions and answer other user's questions?
Social Q&A
Social FAQ
Ask ServiceNow
Neighborhoods
✓Answer:
Social Q&A
What is a good way to suggest revisions to the knowledge manager?
Change Control
Email
Flagging an article
Opening an incident
Opening a case
None of the above
✓Answer:
Flagging an article
What item in the Knowledge Management Service Portal displays article that have the highest percentage of users marking them helpful
Featured
Most Helpful
Most Useful
Most Viewed
✓Answer:
Most Useful
Navigate here to review flagged articles

✓Answer:
Knowledge > Articles > All Flagged
What are reusable pieces of content you can add to Knowledge Articles?
Data Chunk
Blockscript
Databrick
Knowledge Blocks
✓Answer:
Knowledge Blocks
What are three ways of populating Knowledge Articles in the Now Platform?
Emails
Integrated with a third-party WebDav compatible source
Importing Word Documents
Importing Excel Sheets
Creating Manually
✓Answer:
Integrated with a third-party WebDav compatible source
Importing Word Documents
Creating Manually
As it relates to Knowledge Management, KCS is an abbreviation for:
Knowledge Centered Service

Knowledge Content per Second
Knowledge Content Support
Knowledge Category Subcategory
✓Answer:
Knowledge Centered Service
Which button triggers a search in ServiceNow to determine if there are any similar Knowledge Articles already existing in the platform?
Find Clones
Search for Matches
Find Corresponding
✓Answer:
After this date the KA will no longer appear in Knowledge Searches or the published KB.
Retire date
Valid to
Stop publishing
End publishing
✓Answer:
Valid to
Name the first three Knowledge Article workflows?
Draft
Review
Published
Revision
✓Answer:
Draft
Review
Published
CSAP1792 ( Category: Integrations )
Use _____ _____ to extend the Flow Designer to call 3rd party systems such as automating Microsoft Services and infrastructure using PowerShell
and REST.
✓Answer:
Integration Hub
Name three most common processes required for integration:
CMDB
Email administration
User Administration
Single Sign-On
Virtual Agent
✓Answer:
✓Answer:
CMDB
User Administration
Single Sign-On
Name three most common processes required for integration:
Legacy Workflow
Incident Management
Problem Management
Agile 2.0
Change Management
✓Answer:
Incident Management
Problem Management
Change Management
Select two standard integrations for ServiceNow:
Service Catalog
Monitoring
CSM Portal
Systems Management
✓Answer:
Monitoring
Systems Management
Select three standard integrations for ServiceNow:
Login (Single Sign-On)

LDAP
MID
Communications
mySQL
✓Answer:
Login (Single Sign-On)
LDAP
Communications
CSAP1672 ( Category: Import Sets )
The conversion of data from an import set table to its target table according to the _____ _____ in the transform map.
Rules defined
Rules labeled
Import set
Table definition
✓Answer:
Rules defined
Regarding Import Sets, select two options where you can import data from:
An inbound email actions

System event
An LDAP connection (Lightweight Directory Access Protocol)
A JDBC connection (Java™ database connectivity)
✓Answer:
An LDAP connection (Lightweight Directory Access Protocol)
A JDBC connection (Java™ database connectivity)
Which are the accepted file types for an Import?
Excel, CSS, HTML

HTML, CSS, JS
Excel, XML, CSV
Excel, CSS, HTML
✓Answer:
Excel, XML, CSV
Which two roles are required to manage import sets?
admin_import
import_admin
import_set_admin
trasnform_admin
admin
✓Answer:
import_admin
admin
A single _____ _____ field can also be mapped to multiple fields on a Target Table.
Export Set
Import Set
Import Rule
Import Guide
✓Answer:
Import Set
Name the simplest mapping method is where all of the field names of the Import Set match the name of the fields on the target table where the data
will be transformed.
Transform Map mapping

Automatic mapping utility
Map Designer
Mapping assist utility
✓Answer:
What does 'Coalesce' field mean?

Field/s will be set a reference key
Field/s will bind with target table
Field/s will be set a unique key
✓Answer:
Field/s will be set a unique key
Regarding Import Sets, if there are any discrepancies in terms of how fields were automatically matched, these can easily be corrected using the
_____ _____ _____.

✓Answer:

Which of the following is a definition for Transform Maps in ServiceNow?
A Map that is used to share the history of an incident

A Map used to add data to encrypt fields
A map used to trigger business rules before the data is queued in the outbound web service
A map to determine relationships between fields displaying in an import set to fields in an existing table
✓Answer:
A map to determine relationships between fields displaying in an import set to fields in an existing table
What is the option allowing you to update existing Target Table records when importing data?
Transform
Mandatory
Unique
Coalesce
✓Answer:
Coalesce
What happens when more then one record in the target table matches the coalesce options?
No Target records are updated and the transform fails with an error
Only the first matching record in the target table is updated with values from the import set
All matching target records are updated with values from the import set
✓Answer:
Only the first matching record in the target table is updated with values from the import set
What does specifying a coalesce mean?
It's a special data set brought over using a different module.

Make the report that will feed the gauge.
The field or fields you specify will be used as a unique key.
None of the above.
✓Answer:
The field or fields you specify will be used as a unique key.
What is used to import data from data sources, then map data into tables?
Transform Map
Coalesce
Target Table
Import Set
✓Answer:
Import Set
Import Set
Name and Source table are set based on the label which was assigned to the _____ _____.
Import Set
Transform Map
✓Answer:
What should you use to ensure that a field (or a table) is fully inaccessible to users without a certain role or set of permissions?
ACLs
SLAs
Data Policies
UI Policies
✓Answer:
ACLs

Which tables can be a target in a transform map?
Any table
cmdb_ci
Problem
Incident
✓Answer:
Any table
The imported _____ _____ is used to name the import set table the data will be loaded into.
File label
naming convention
File name
Coalesce condition
✓Answer:
File label
To create a Transform Map, navigate to:
All > System Import Sets > Create Transform Map

All > Transform Maps > Create Transform Map
All > Import Sets > Create Transform Map
All > System Definition > Create Transform Map
✓Answer:
All > System Import Sets > Create Transform Map
In what type of coalesce are source scripts defined to match the sys_id of the target field?
Using Multifunctional coalesce

Using Multiple field coalesce
Using Conditional coalesce
Using Single field coalesce
Not using coalesce
✓Answer:
Using Conditional coalesce
Which option allows you to update existing Target Table records when importing data from an import set?
Transform
Mandatory
Coalesce
Unique
✓Answer:
Coalesce

Regarding Import Sets, select two options where you can import data from:
An inbound email actions

A local source file (i.e., XML, CSV, Excel)
System events
A network server by providing a path and authentication information
✓Answer:

How does automating in a Transform Map work?
It takes the names of import set table heading and matches it against the existing column field name.
It takes the import set table heading and matches it against the existing column name.
It takes the import set column name and matches it against the existing table heading.
✓Answer:
It takes the names of import set table heading and matches it against the existing column field name.
What tool is used to create relationships between fields in an import set and an existing table?
Target Table
Transform Map
Coalesce
Import Set
Import Map
✓Answer:
Transform Map
To configure data policies, navigate to:
All > System Definition > Rules > Data Policies

All > System Policy > Rules > Data Policies
All > System Security > Rules > Data Policies
All > System Security > Data Policies
✓Answer:
All > System Policy > Rules > Data Policies
Select one of the below characteristics of importing data into ServiceNow.
Same Transform Map can be used for multiple import sets

Only one Transform Map can be used per import set
✓Answer:
Same Transform Map can be used for multiple import sets
Select a true statement from below related to Mapping Assist utility.
Auto matching import set fields with target table fields

To visually and manually map import set fields with target table fields
✓Answer:
To visually and manually map import set fields with target table fields
With the _____ _____ _____ it is possible to map a single source field (field on an Import Set table) to multiple destination fields (fields on a target
table).

Transform Map mapping
✓Answer:

Can we coalesce multiple fields?
True
False
✓Answer:
True
The coalesce option on a field map allows you to specify if the selected _____ _____ should be used to coalesce on when import set records are
transformed.
Target table
Target map
Target field
Target value
✓Answer:
Target field
What is the configuration where duplicate records are created if the import executes again?
No Coalesce
Single-Field Coalesce
Multiple-Field Coalesce
Conditional Coalesce
✓Answer:
No Coalesce
What happens if a match is found with the field that's been marked coalesce?
It is one record in the sys_user_role table; and, it's a personal that is assigned to a group or person, i.e., grant access and assign security
controls.
The existing record will be updated with the new information.
The existing record will not be updated with the new information.
All of the above
None of the above
✓Answer:
The existing record will be updated with the new information.
To clean up the Import Set Table data, navigate to:
All > System Import Sets > Import Set Tables > Cleanup
All > Import Sets > Import Set Tables > Cleanup
All > System Definition > Import Set Tables > Cleanup
All > System Security > Import Set Tables > Cleanup
✓Answer:
All > System Import Sets > Import Set Tables > Cleanup
CSAP0105 ( Category: Forms and Templates )

Navigate here to show or hide fields on a form's view
✓Answer:
Configure > Form Layout, after clicking the control menu item
Which of the following options, update an existing record and closes the form?
Submit
Insert
Update
Copy Incident
✓Answer:
Update
When using form designer which of the three following options are presented on each field?
Field icon
Handle icon
Remove icon
Reference icon
Edit icon
✓Answer:
Handle icon
Remove icon
Edit icon
What does the red form field indicator mean?
Entered data is not captured

Its a required field that requires a value
Its a required field needs modification
✓Answer:
Its a required field that requires a value
What is the graphical interface for configuring forms?
Form Editor
Template Creator
Guided Setup
Form Designer
✓Answer:
Form Designer
When is the submit button visible on a form?
When you open an existing record

In the list layout
When you create a new record
In the list view
✓Answer:
Which two of the options below, Creates a new record and keeps the form open?
Submit
Copy Incident
Insert & Stay
Insert
✓Answer:
Copy Incident
Insert & Stay
What are the forms that adds a record to a system table?
Form Insert
Record DBA
Record Producer
Insertion Sheet
✓Answer:
Record Producer
What is granted to non-admins for them to be able to develop apps?
The itil role

Access Control
The developer role
Delegated Development
✓Answer:
What updates an existing record and keeps the form open?
Update
Submit
Copy Incident
Save
✓Answer:
Save

What allows users to select different templates to apply to a form?
Template Bar
Template Creator
Template Editor
Toggle Template Views
✓Answer:
Template Bar
Select the true statement from below. The most important things to remember about the Notes tab are:
Additional Comments are only visible to those working on the task.

Work notes are visible to customers (callers).
Activity is a read-only record entry made when the record is created or updated.
✓Answer:
Activity is a read-only record entry made when the record is created or updated.
What contains the Activity Stream for a Task?
Related Records
Resolution Information
Notes
Conflicts
✓Answer:
Notes
Which tab contains the activity stream for a task?
Conflicts
Notes
Related Records
Resolution Information
✓Answer:
Notes
What updates an existing record and closes the form?
Submit
Save
Update
Save
Insert and Save
✓Answer:
Update
Which fields can be configured in reporting to perform arithmetic, coalesce, concatenation and length?
Calculation fields
Sourcing Fields
Function fields
Coalescing fields
Computational fields
✓Answer:
Function fields
What allows a user to add a new field to a table in Form Designer?
Form Views
Field Formatter
Field Navigator
Form Settings
✓Answer:
Field Navigator
Different form templates can be applied to a form by accessing the:
Template creator
Template editor
Toggle template views
Template bar
✓Answer:
Template bar
What is granted to non-administrators in order for them to be able to develop applications?

The itil Role
Access Control
The developer Role
✓Answer:
When is the Update button visible on a form?

In the list layout
In the list view
✓Answer:
When using Form Designer which three icons presented on each field include?
Edit icon
Reference icon
Field icon
Remove icon
Handle icon
✓Answer:
Edit icon
Remove icon
Handle icon
What displays records in other tables that have relationships to the current record.
Relationship Table
Related Lists
Visual Record Board
Activity Stream
✓Answer:
Related Lists
Which element is used to display information that is not a field in the record?
Formatter
Activity Log
Activity Log
HTML Field
CSS Field
✓Answer:
Formatter
What simplifies input by populating some form fields automatically?
Auto Complete
Auto Update
Form Designer
Form Template
✓Answer:
Form Template
Which two roles can configure forms using Form Designer?
catalog_admin
admin
personalize_form
form_manager
personalize_list
✓Answer:
admin
personalize_form
Which field type displays records from another table?
Strings
Attachments
Reference
Choice
✓Answer:
Reference
Which three icons presented on each field in Form Designer?
Edit
Remove
Remove
Handle
Reference
✓Answer:
Edit
Remove
Handle
What displays info from one record in a data table in the content frame?
Workspace
Form
List
Activity Stream
✓Answer:
Form

Which menu provides options related to viewing, configuring, creating favorites, and saving data?
Form context menu

Form layout menu
Form personalization menu
Form column menu
✓Answer:
Form context menu
What information does related lists show on a form?
Shows the users associated with the current record

Shows records in tables that have a relationship to the current record
Shows the users with access to the current record
✓Answer:
Shows records in tables that have a relationship to the current record
What creates a new record and keeps the form open?
Copy Incident
Insert
Save
Save
Submit
✓Answer:
Copy Incident
What is the time stamped history of all actions taken within a record?
Form activity
Activity Stream
Form History
Favorites
✓Answer:
Activity Stream
Which one is used to group related fields together?
Form Layout
Sections
List Layout
View
✓Answer:
Sections
CSAP1497 ( Category: Flow Designer )
What should you do before building your own custom action in Flow Designer?
Copy each spoke then review the copy.

Look over every spoke to see if an action is available.
Nothing, this process is automated.
✓Answer:
Look over every spoke to see if an action is available.
What replaces Workflow Editor?
Flow Operator
Workspace
Form Designer
Flow Designer
✓Answer:
Flow Designer
Which of the following three options are frequently used actions contained in the spoke ServiceNow Core:
Create a Group
Ask for Approval
Create Record
Create a Table
Delete Record
✓Answer:
Ask for Approval
Create Record
Delete Record
What automates business logic for a particular application or process such as approvals, tasks, notifications, and record operations?
Tasks
Events
Flows
Incidents
✓Answer:
Flows
Select two items from below that you should not use Flow Designer for:
To orchestrate business processes across services with little technical user knowledge
When a ServiceNow Instance is running Jakarta or prior
To reduce technical debt; meaning reduce scripting to simplify upgrades and deployments
When existing logic already developed using the ServiceNow workflow editor
To integrate with 3rd party systems
✓Answer:
When a ServiceNow Instance is running Jakarta or prior
When existing logic already developed using the ServiceNow workflow editor
What is activated when their parent application is activated?
Hub
Spokes
Users
Reports
✓Answer:
Spokes
Select from the list below, three Different ways a flow can be triggered.
Schedule-based
Role-based
Record-based
Row-based
Application-based
Event based
✓Answer:
Schedule-based
Record-based
Application-based

Which of the following four application-based options for a trigger?
SLA Task
Run Once
Inbound email
Repeat
MetricBase
Service Catalog
✓Answer:
SLA Task
Inbound email
MetricBase
Service Catalog
What are two main options to define the fulfillment process for a Service catalog item?
Flow
Workflow
Plan
Roadmap
✓Answer:
Flow
Workflow
Which of the following three things are true regarding Flow Designer actions?
Define when the flow is performed

Represent reusable operations for use across multiple flows
Can be contained in a spoke
Require script to develop
Provide the ability to build your own customer actions
✓Answer:
Provide the ability to build your own customer actions
Select the four items that are sections and functions of the Process Automation Designer canvas:
Banner frame
Main header
Activity design space
Content frame
Show/Hide Properties
Add process activity
Delete the process activity
✓Answer:
Main header
Activity design space
Show/Hide Properties
Add process activity
What is integration Spoke used for in Flow designer?
To automate business logic

To process operations executed by the system
Communicate with third-party systems
May be record-based, date-based, or application-based
✓Answer:
Communicate with third-party systems
Which of the following three options are time-based options for a trigger?
Yearly
Date-based
Daily
Weekly
Bi-Annually
✓Answer:
Date-based
Daily
Weekly
When using flow designer which template can be created and saved for use as outputs in steps or actions?
Value Map Functions

Flow Roles
Complex Objects
Legacy Action Numbering
✓Answer:
Complex Objects
Where in flow designer can users access information about actions added to the flow?
Flow Assistant
Virtual Agent Help
Help Panel
Local Action Help
✓Answer:
Help Panel
What creates the flow of work for a repeatable process?
Action Operator
Flow Designer
Flow Operator
Workspace
Agent Flow
✓Answer:
Flow Designer
Name three options allowing you start a flow from a script or API call from the same instance?
Use an action
Use a subflow
Code snippet
Flow Designer API
Report Designer API
Report Designer API
✓Answer:
Use a subflow
Code snippet
Flow Designer API
Name three flow designer triggers from list below:
Role-based
Application-based
Record-based
Schedule-based
✓Answer:
Application-based
Record-based
Schedule-based
When record-based, schedule-based, or application-based is selected for a flow, which field changes the type of input allowed?
Trigger
Import
Begin
Start
Generate
✓Answer:
Trigger
How often are flow designer related entries deleted from the variables table if they haven't been used in over a year?
Weekly
Monthly
Never
Daily
✓Answer:
Monthly
Which of the following three statements are true in regards to flow designer actions?
Requires scripting to develop

Provide the ability to build your own custom applications
✓Answer:
Provide the ability to build your own custom applications
Select the option that is not a key benefit of Process Automation Designer:
Structured process design interface that makes it easy to define and visualize the process.
Processes documented in the Process Automation Designer, are called Automated Designs.
Stages and activities specified in the designer can be displayed on agents' workspaces to guide them through work tasks.
Activities can be linked to Flow Designer content to add automation to the process.
Processes documented in the Process Automation Designer, are called Playbooks.
✓Answer:
Processes documented in the Process Automation Designer, are called Automated Designs.
Which of the following two options are not time-based options for a trigger?
Monthly
Repeat Twice
Run Once
Repeat
Do Not Repeat
✓Answer:
Repeat Twice
Do Not Repeat
Select four benefits of using the Process Automation Designer:
Connecting multiple flows and actions

Connecting multiple flows but no actions
Guiding end users to complete a process in a playbook-oriented interface
Guiding end users to complete a process in a task-oriented interface
Consolidating separate business processes across your organization
Defining a consistent record lifecycle from beginning to end

✓Answer:
Connecting multiple flows and actions
Guiding end users to complete a process in a playbook-oriented interface
Consolidating separate business processes across your organization
Defining a consistent record lifecycle from beginning to end

Which of the following three options are not frequently used actions contained in the spoke ServiceNow Core:
Create a Table
Look up Record
Create a User
Wait for Condition
Create a Group
✓Answer:
Create a Table
Create a User
Create a Group
When this kind of trigger is selected, a table can be specified. It will be watched for changes that meet the condition.
Schedule-based
Record-based
Application-based
Request-based
✓Answer:
Record-based
Which application helps developers working with IoT-based applications that monitor or act on large amounts of data?
Performance Analytics
Report Designer
Form Designer
MetricBase
✓Answer:
MetricBase
When designing a flow, select three you can use the results of an action as inputs of other _______:
Data Pills
Flows
Actions
Triggers
Subflows
✓Answer:
Flows
Actions
Subflows
Subflows
Which three statements from below are true regarding Flow Designer?
Provides automation tools

Requires scripting experience
Integrates with third party systems
Saves time
✓Answer:
Provides automation tools
Integrates with third party systems
Saves time
Name three Flow Designer roles from list below:
flow_operator
action_designer
action_operator
flow_designer
✓Answer:
flow_operator
action_designer
flow_designer
_____ spokes are included with the subscriptions.
Professional
Enterprise
Starter
Standard
✓Answer:
Starter
What kind of trigger initiates the flow when a new Incident is created with a Priority of 1-Critical?
Schedule-based
Record-based
Application-based
Request-based
✓Answer:
Record-based
Within Flow Designer, the data pill name indicates the:
Time/Date the pill was created

Sequence in the flow and its data type
The User who created the pill
The location of the pill
✓Answer:
Sequence in the flow and its data type
What are the workflow activities?
Start, Pause, Reset, Complete

Draft, Review, Publish, Retire
Waiting for approval, fulfillment, delivery, completed
Start, Pause, Reset
✓Answer:
Waiting for approval, fulfillment, delivery, completed
What communicates with third-party systems?
Integration Hub Spokes

Triggers
Flows
Actions
✓Answer:
Integration Hub Spokes

How can you modify data pill values without scripting in ServiceNow's Flow Designer?
Install data pill packages

Use transform functions
Edit flow logs
Use the data pill formatter
Edit workflow logs
✓A
✓Answer:
Use transform functions
What are met conditions that execute the actions of a flow?
Actions
Triggers
Flows
✓Answer:
Triggers
Which ServiceNow product provides the ability to quickly integrate with 3rd party applications without scripting?
IntegrationHub
Visual Task Boards
Flow Designer
Service Portal
✓Answer:
IntegrationHub
Launch Flow Designer by navigating to:
All > Service Catalog > Flow Designer

All > Workflow > Flow Designer
All > Process Automation > Flow Designer
All > Flows > Flow Designer
✓Answer:
All > Process Automation > Flow Designer
What is the primary purpose of IntegrationHub in ServiceNow?
To manage authentication
To import data into the system
To transform data to match fields in ServiceNow
✓Answer:
What is a product to quickly integrate with 3rd party applications without scripting?
Service Portal
IntegrationHub
Visual Task Boards
Flow Designer
IntegrationPortal
✓Answer:
IntegrationHub
How are local flow variables accessed in the flow designer data panel?
As newly generated icons

As scratchpad variables
As data pills
As new tabs
As UI pills
✓Answer:
As data pills
What are the operations executed by the system called?
Actions
Triggers
Flows
✓Answer:
Actions
Which of the following three options are application-based options for a trigger?
Created
Inserted
Updated
Submitted
Created or Updated
✓Answer:
Created
Updated
Created or Updated
To open (and close) the Flow Designer help panel, click the _____ _____ icon in the main header.
Question Mark
Green Arrow
Red X
Exclamation Point
Greater Than
✓Answer:
Question Mark
When the workflow action is canceled in flow designer, which property from below can be used to set a timeout value that overrides the default
timeout?
com.glide.cs.fdih.security.timeout
comglide.cs.fdih.override.timeout
com.glide.cs.fdih.interactive.timeout
com.glide.cs.sysprops.interactive.timeout
com.glide.cs.fdva.interactive timeout
✓Answer:
com.glide.cs.fdih.interactive.timeout
What contains flow designer triggers and actions dedicated to a particular application.
✓Answer:
A spoke
CSAP0849 ( Category: Events )
Where would you go to see if an admin impersonated another user?
In the transaction logs and look for impersonation.start and impersonation.end in the name field
In the User Transaction logs
In the Event logs and look for impersonation.start and impersonation.end in the name field
In the Client transaction logs
✓Answer:
In the Event logs and look for impersonation.start and impersonation.end in the name field
Navigate here to display version, patch, and hotfix your instance is running.
All > System Diagnostics > Stats > Stats

All > System Definition > Stats > Stats
All > System Properties > Stats > Stats
All > System Security > Stats > Stats
✓Answer:
All > System Diagnostics > Stats > Stats
Restate a difference between event log and event registry for the list below?
Event log is a history of events occurred and event registry is definition of events
Event logs store definitions of events and event registry is history
✓Answer:
Event log is a history of events occurred and event registry is definition of events
For events, navigate to __________ module to create a new record.
All > System Events > Events > Registry

All > System Policy > Events > Registry
All > System Notifications > Events > Registry
All > System Definition > Events > Registry
✓Answer:
What are the log records that indicate something notable has occurred in the system?
Problems
Weblogs
Events
Incidents
✓Answer:
Events
In order to be used, an event record must be ______?
Certified
Registered
Catalogued
Published
Completed
✓Answer:
Registered
In order to be used, an event record must be _____ .

Catalogued
Registered
Published
Certified
✓Answer:
Registered
Where are event logs stored?
System Policy > Events

System Policy > Events > Event log
System> Events > Notifications
System Rules > Assignment
✓Answer:
System Policy > Events > Event log
Navigate here to aid in performance evaluation:
All > System Definition > Events > Registry

All > Events > Registry
All > System Notification > Events > Registry
✓Answer:
What are events?
A server-side script that runs when a record is displayed, inserted, updated, or deleted, or when a table is queried.
Log records indicating something notable has occurred in the system.
A real-time messaging tool that enables users to chat with individuals and groups.
Notifications that are sent to users when something occurs that concerns them.
✓Answer:
Log records indicating something notable has occurred in the system.
Related to events, the system uses _____ _____ to monitor for system conditions.
Client Scripts
Business Rules
UI policies
UI Actions
ACLs
✓Answer:
Business Rules
What does the Event registry contain?
Definition of Events
Log of events triggered by the system
User transactions
Application Access Controls
✓Answer:
Definition of Events
What best describes an Event from the list below?
An Application transaction record

Special records that the system generates when something notable has happened
A System log entry
A User transaction entry
✓Answer:
Special records that the system generates when something notable has happened
CSAP0427 ( Category: Development )

All users can manage and setup import sets.

True
False
✓Answer:
False
What does each application contain a set of?
Modules
Applets
Folders
APIs
✓Answer:
Modules
Navigate here to set the prefix or number of digits for a table's record numbers
✓Answer:
System Definition > Number Maintenance
UI policies and Business rules can monitor changes of fields in a form.
True
False
✓Answer:
True
What are the three ServiceNow Mobile Apps?
ServiceNow Onboarding (now Mobile App for HR Service Delivery)

Now on the Go
ServiceNow Agent
Now Mobile
✓Answer:
ServiceNow Onboarding (now Mobile App for HR Service Delivery)
ServiceNow Agent
Now Mobile
What is the url ending of the Service Portal homepage?
/service
/servport
/sp
/portal
✓Answer:
/sp
What ServiceNow feature can be used to begin the creation of an application?
Guided Application Creator

Configuration Management Database (CMDB)
IntegrationHub
System Dictionary
✓Answer:
What are integrations available using IntegrationHub?
Mesh
Spokes
Hubs
Blenders
✓Answer:
Spokes
What walks you through the initial configuration of your instance?
Installation Wizard
Start Now
Guided Setup
System Guide
✓Answer:
Guided Setup
Where is data stored?
Forms
Workflows
Tables
List
✓Answer:
Tables
A Business rule can be set before or after the database action has occurred.
True
False
✓Answer:
True
What is true about deleting tables?
An ESS user can delete any table

Deleting a table doesn't delete associated elements like views
Only tables beginning with "u_" can be permanently deleted
✓Answer:
Only tables beginning with "u_" can be permanently deleted
How do you request a clone from Production to Sub-production instance?
By running a scheduled job

In the system create a clone request by going to System Clone > Request Clone
By logging a request from the HI Support Portal
✓Answer:
In the system create a clone request by going to System Clone > Request Clone
Where to look for fields in ServiceNow?

Where to look for fields in ServiceNow?
Tables & Fields module
Form & Columns module
Forms & Fields module
Tables & Columns module
✓Answer:
Tables & Columns module
Guided Application Creator is used to _______.
Build integrations with 3drd party apps

Create new apps in ServiceNow
Configure existing apps
✓Answer:
Create new apps in ServiceNow
Select three UI Actions from below.
Filter Menu
Related Link
Context Menu
Choice Menu
Form Button
✓Answer:
Related Link
Context Menu
Form Button
Difference between Business Rule & Client Script?
Business rule works on before insert, update and delete in a database & client script works only on Submit.
Business rule works on before or after Insert, update and delete in a database & client script works on Submit, on change, on Cell Edit & on
Load.
Business Rule works on Browser side and client scripts works on Server side.
✓Answer:
Business rule works on before or after Insert, update and delete in a database & client script works on Submit, on change, on Cell Edit & on Load.
What runs when a record is displayed, inserted, updated, deleted, or table is queried?
Script Include
Business Rule
Client Script
UI Policy
✓Answer:
Business Rule
What is used to begin creation of an application?

Configuration Management Database (CMDB)
IntegrationHub
System Dictionary
✓Answer:
Which of the following is not a way to apply approval in ServiceNow?
Approval Rules
Workflow
Process Guides
All of the above can be used to apply approvals
✓Answer:
All of the above can be used to apply approvals
Which can send out Notifications?
Script
Business Rule
Workflow
All of above
None of the above
✓Answer:
All of above
What are the software components that provide additional optional features and functionalities?
What are the software components that provide additional optional features and functionalities?
Add-ins
Snap-ins
Supplements
Plugins
✓Answer:
Plugins
Where to navigate to view the tables not included in the cloning process.
✓Answer:
System Clone > Clone Definition > Exclude Tables
Name three attributes of a field can a UI policy action change on a form?
Visible/hidden
Mandatory
Prevent cell editing
Read-only
Change color
✓Answer:
Visible/hidden
Mandatory
Read-only
What are the types of Client script used in ServiceNow?
onCellEdit & onLoad

onSubmit & onChange
All of the above
None of the above
✓Answer:
All of the above
What are Developer permissions that grant access to web service and REST APIs and data sources?
Workflow
Flow Designer
Integrations
Allow Scripting
✓Answer:
Integrations
Both production and non-production instances should be on the same versions for the customization to work correctly?
True
False
✓Answer:
True
What two items are created by default when you create a new table?
Application Menu with the same name as the table Label (e.g. Infinity).
Dashboard to manage the table's activity.
Module with the plural of the table Label (e.g. Infinities).
A table specific admin role.
✓Answer:
Application Menu with the same name as the table Label (e.g. Infinity).
Module with the plural of the table Label (e.g. Infinities).
What provides an Integrated Development Environment interface for creating custom apps?
IDE Workplace
ServiceNow Studio
Agent Studio
Now Creator
Custom App Developer
✓Answer:
ServiceNow Studio
Where can you set to limit the paging control options available to users?
gs.sp.max_records
glide.ui.per_page
glide.ui.max_records
gs.sp.per_page
✓Answer:
✓Answer:
glide.ui.per_page
What are three field attributes a UI Policy can change on a form?
Prevent Cell Editing

Mandatory
Visible/Hidden
Read-only
✓Answer:
Mandatory
Visible/Hidden
Read-only
The "HI" in HI Service Portal is an abbreviation for what?
Hardware Item
Help Interactive
High Incident
Hosted Instance
✓Answer:
Hosted Instance
What URL is a great resource for developers?
developer.service-now.com
developer.servicenow.com
community.servicenow.com
docs.service-now.com
✓Answer:
developer.servicenow.com
CSAP0581 ( Category: Data Schema )
What provides a graphical representation of other tables related to a specific role?
Reference List
Schema Map
Form Designer
Database Model
✓Answer:
✓Answer:
Schema Map
Which of the following can be an example of Out Of The Box table?
u_incident
incident
x_u123_incident
u_asset
✓Answer:
incident
Where module do you navigate to for viewing the field settings and attributes for a table.
All > System Definition > Tables & Columns

All > System Definition > Tables
All > System Properties > Tables & Columns
All > System > Tables & Columns
✓Answer:
Using the _____ _____ feature provides the ability to define a field on a child table differently from the field on the parent table.
Dictionary
Dictionary override
Table override
Tables & Columns
✓Answer:
Dictionary override
To see the relationship between tables in a graphical view, what is used?
Business Service Map

Tables and Columns
Schema Map
Tables Map
✓Answer:
Schema Map
ServiceNow is built on a multi-________ architecture?
Data-model
Tenant
Instance
Platform
✓Answer:
Instance
To generate a schema map, navigate to:
All > System Definition > Tables

All > System Security > Tables & Columns
All > System Properties > Tables
✓Answer:
Which of the following describes a one-to-many relationship:
A table can extend another table.

Two tables can be joined virtually to allow for reporting on data that might be stored in more than one table.
Two or more tables can be related in a bi-directional relationship, so that the related records are visible from both tables in a related list.
Within a table, a field can hold a reference to a record on another table.
✓Answer:
Select three correct statements about core tables:
They can be a parent table (e.g., Task)

They can be a child table (e.g., Incident)
They cannot be a child table (e.g., Incident)
They can be a base table (e.g., Task)
They cannot be a base table (e.g., Task)
They can be custom tables (e.g., NeedIt)
✓Answer:
They can be a parent table (e.g., Task)
They can be a child table (e.g., Incident)
Th b b bl ( T k)
They can be a base table (e.g., Task)
Record numbers are automatically incremented, and the number format per table in the system can be changed by visiting:
All > System Security > Number Maintenance application

All > System Definition > Number Maintenance application
All > System Properties > Number Maintenance application
All > System Settings > Number Maintenance application
✓Answer:
All > System Definition > Number Maintenance application
Select three correct statements about the [task] table:
It is a custom table because your company configures to their requirements

It is a core table because it comes with the ServiceNow base system
It is a base table because it’s not extended from any other table (no parent of its own)
It is a parent table because it has children (child classes of Incident, Problem, and Change Request)
It is a child table because it has parents (parent classes of Incident, Problem, and Change Request)
✓Answer:
It is a core table because it comes with the ServiceNow base system
It is a base table because it’s not extended from any other table (no parent of its own)
It is a parent table because it has children (child classes of Incident, Problem, and Change Request)
Incident extends which table?
Task
Change Request
RITM
Problem
✓Answer:
Task
Dictionary in ServiceNow contains:
List of messages and their translations

List of properties
Details about tables and their fields in the system
✓Answer:
Details about tables and their fields in the system
Navigate here to access the system dictionary to modify table and field attributes.
All > System Properties > Dictionary

All > System Definition > Dictionary
All > System Security > Dictionary
All > Tables > Dictionary

✓Answer:
All > System Definition > Dictionary
When you define a reference field, the platform creates a relationship between the _____ tables.
Three
Two
Four
None of the above
✓Answer:
Two
What contains the definition for each and every table and field in the database?
System Dictionary
Index
Reference Table
Field Navigator
✓Answer:
System Dictionary
Parent of incident and problem table?
Task
Parent
Table
Change
✓Answer:
Task
Which two modules are used to create a new table?
Create New
Tables & Columns
Tables
Import Table
✓Answer:
Tables & Columns
Tables
Which of the following describes Database Views:

✓Answer:
Task table is a _ table.
Custom
Base
Extended
Child
✓Answer:
Base
Which of the following describes a many-to-many relationship:

✓Answer:
Name individual pieces of data within a record from the list below:
Columns
Fields
Lists
Forms
✓Answer:
Fields
Client Script on the Task table will be applied to Problem table as well
Only if inherit is false

Only if inherit is true
Always Yes
✓Answer:
Only if inherit is true
What are two things created by default when creating a new table?
Application Name with plural name as table label

Module with same name as table label
Application Name with same name as new table
Module with plural name as table label
✓Answer:
Module with same name as table label
Module with plural name as table label
Name two of ServiceNow's core tables?
sys_dictionary
task
cmdb_ci
sys_db_object
All of the above
None of the above
✓Answer:
task
cmdb_ci
What identifies available fields that have related tables you can dot-walk to?
Blue with a pound sign

Red with an up arrow
Green with a plus sign
Green with a down arrow
✓Answer:
Green with a plus sign
Navigate here to view the Transaction Log
✓Answer:
System Logs > Transactions
Select three features of a Dictionary Override:
Overriding the application

Overriding the default values
Field dependencies
Read-only status of a field
Overriding the column name
✓Answer:
Overriding the default values
Field dependencies
Read-only status of a field
If the system is going to be upgraded, what will be exempt from the upgrade?
Everything gets upgraded

Incidents
Any record that has been altered from the base by the customer
None of the above
✓Answer:
Any record that has been altered from the base by the customer

Select two true statements from below about Permissions to extend a table.
A table's Extensible field is used to control whether a table can be extended:
If it is set to true (selected/checked), the table can be extended.

If it is set to false (selected/checked), the table can be extended.
If it is set to false (NOT selected/checked), the table cannot be extended.
If it is set to true (NOT selected/checked), the table cannot be extended.
✓Answer:
If it is set to true (selected/checked), the table can be extended.
If it is set to false (NOT selected/checked), the table cannot be extended.
What list search wildcard looks for values starting with "text"?
text%
%text
!*text
!%text
✓Answer:
text%
Choose the three one-to-many relationship fields listed below:
Relationship fields
Reference fields
Glide List
Document ID fields
Glide SQL
✓Answer:
Reference fields
Glide List
Document ID fields
The Schema Map is available to users with which two roles from below?
personalize_list
personalize_dictionary
dictionary_admin
admin
✓Answer:
admin
What is a rule that forces data consistency?
Uniformity Guide
Steady State
Ruby Rails
Data Policy
✓Answer:
Data Policy
Where would you go to start an import set
System Import Sets > Import sets

System Definition > Import set
System properties > Import Sets
System Import Sets > Load Data
✓Answer:
System Import Sets > Load Data
What are the three ways table can be related to each other?
Extensions
None-to-Many
One-to-Many
Many-to-Many
✓Answer:
Extensions
One-to-Many
Many-to-Many
What is the prefix for tables created in the global application?
v_
sys_
u_
ci_
None of the above
✓Answer:
u_
____________ are those tables which are extended, but itself is not an extended table.
extended tables
base tables
core tables
synch tables
✓Answer:
base tables
The acronym CRUD stands for what?
Coalesce, Read, Update, Delegate

Columns, Roles, User, data
Create, Read, Update, Delete
Change, Risk, Discovery, User
Change, Read, Update, Delete
✓Answer:
Reference fields are identified with the _____ _____ icon.
Finder Lookup
Reference Lookup
Search Lookup
Global Search
✓Answer:
Reference Lookup
To add a different label for an extended table, navigate to:
All > System Labels > Language File

All > System Definition > Label
All > System Definition > Language File
All > Labels > System Definition
✓Answer:
All > System Definition > Language File
Which of the following describes Extensions?

✓Answer:
Within a Schema Map, name the window on the far right of the screen providing a summary of all the tables presented and their relationships.
Relationship
Tables
Fields
Columns
✓Answer:
Tables
Which application has the links to view field attributes for tables?
Tables & Columns

Incident
Tables & Fields
Column & Fields
✓Answer:
Tables & Columns
Beyond admin, which role is required to create a Document ID field?
personalize_list
personalize_form
personalize_ui
✓Answer:
CSAP1 93 ( C D S h )
Where can you navigate for modifying an application menu name:
All > System Definition > Application Menus

All > System Security > Application Menus
All > System Modules > Application Menus
All > System Properties > Application Menus
✓Answer:
All > System Definition > Application Menus
What is an extended table but is not extending another table itself?
Base table
Core table
Root table
Custom table
✓Answer:
Base table
What is a 32-character, globally unique identifier called?
u_id
g_guid
sys_id
sys_guid
None of the above
✓Answer:
sys_id
What is called to gather info from a series of tables by expanding referenced fields?
Field Navigation
Field Filtering
Dot-walking
✓Answer:
Dot-walking
CSAP0379 ( Category: CMDB )
What are the three key tables in the CMDB?

What are the three key tables in the CMDB?
CMDB Properties [cmdb_properties]

Base Configuration Item [cmdb]
Configuration Item [cmdb _ci]
CI Relationship [cmdb_rel_ci]
CMDB Baseline [cmdb_baseline]
✓Answer:
Base Configuration Item [cmdb]
Configuration Item [cmdb _ci]
CI Relationship [cmdb_rel_ci]
What is the graphical interface to visualize CIs and their relationships called?
CMDM Maps
CI Charts
CI Relationship GUIs
Dependency Views
CI Relationship Reports
✓Answer:
Dependency Views
Name three key tables in the CMDB.
cmdb
cmdb_baseline
cmdb_rel_ci
cmdb_ci
cmdb_properties
✓Answer:
cmdb
cmdb_rel_ci
cmdb_ci
Select three facts below about; What is CSDM?
Standard terms and definitions

A set of reports for CMDB
Best Practice for CMDB Data Modeling and Data Management
CMDB code to install
Out of the box CMDB core tables
✓Answer:
Standard terms and definitions
Best Practice for CMDB Data Modeling and Data Management
Out of the box CMDB core tables

Name four benefits that an accurate, up-to-date CMDB presents to an IT Team.
Risk management becomes increasingly difficult, and service improvement cannot be measured.
Locating failed changes and associated incidents.
Facilitate impact analysis of proposed changes to reduce or eliminate downtime.
Assess problem trends pertaining to specific CIs.
Efficiently manage incidents affecting CIs and service delivery.
✓Answer:
Locating failed changes and associated incidents.
Facilitate impact analysis of proposed changes to reduce or eliminate downtime.
Assess problem trends pertaining to specific CIs.
Efficiently manage incidents affecting CIs and service delivery.

Toggle between the _____ _____ _____ view and the form view using the options in the form title bar.
CI Status Dashboard
CI Health Dashboard
CI Health Center
CI Service Center
✓Answer:
CI Health Dashboard
_____ _____ discovers and models the relationships and dependencies between discovered CIs and automatically populates this information into
the CMDB.
Discovery Mapping
Service Mapping
CI Relationships
CMDB Mapping
✓Answer:
Service Mapping
As it relates to ServiceNow, LDAP is an abbreviation for what?
Limited Data Access Point

Lightweight Directory Authentication Proxy
Lightweight Directory Access Protocol
Limited Data Access Protocol
✓Answer:
_____ help monitor and discover what system components are needed for effective and efficient business processes and IT service management.
Service Maps
Transform Maps
CMDBs
Dashboards
✓Answer:
CMDBs
Select two items below that relate to a Configuration Item.
A tangible or intangible device used by an organization

User and Groups
Email Services
Groups
Users
✓Answer:
A tangible or intangible device used by an organization
Email Services
ServiceNow Service Mapping uses a _____ _____ approach to overlay service maps onto existing configuration data to connect CIs underlying a
given service, making the CMDB service aware.
Top-down
Bottom-up
✓Answer:
Top-down
To review or create new Suggested Relationships navigate to:
ALL > Configuration > Suggested Relationships

ALL > System Security > Relationships > Suggested Relationships
ALL > System Properties > Relationships > Suggested Relationships
ALL > Configuration > Relationships > Suggested Relationships
✓Answer:
ALL > Configuration > Relationships > Suggested Relationships
Name three CIs from below?
Tangible (e.g. hardware, software, servers) entities

Intangible (e.g. business services, email) entities
Configuration Management Database
Configuration Item
configuration_admin role
✓Answer:
Tangible (e.g. hardware, software, servers) entities
Intangible (e.g. business services, email) entities
Configuration Item
Name three CMDB components from the list below.
Dependency Views
Tables & Columns
Business Services
Processes
Studio
✓Answer:
Dependency Views
Business Services
Processes
Select two facts below about; What is CSDM?
Guidance on service modeling

an automatic fix for past implementations
Recommended mappings
An SKU or product to buy
✓Answer:
Guidance on service modeling
Recommended mappings
What are the three key CMDB tables?
cmdb_rel_ci
cmdb_properties
cmdb
cmdb_ci
✓Answer:
cmdb_rel_ci
cmdb
cmdb_ci
A Dependency Views map has one starting point, called the _____________of the map.
Root CI or Root node

Root CI Item or Root node
Root CMDB item or Root node
✓Answer:
Root CI or Root node
What can Configuration Items be?
Intangible or not tangible

Neither Tangible or Intangible
Tangible or Intangible
Tangible but not Intangible
✓Answer:
Tangible or Intangible
As it relates to CMDB, CI is an abbreviation for what?
Critical Incident
Customer Integration
Configuration Item
Change Interface
✓Answer:
Configuration Item
The __________ represents a standard and shared set of service-related definitions across our products and platform that will enable and support
true service level reporting while providing prescriptive guidance on service modeling within the CMDB.
Common Configuration Item Model (CCIM)

Common Service Data Model (CSDM)
ITIL Instance Data Model (IIDM)
Common Service Mapping Model (CSMM)
✓Answer:
Common Service Data Model (CSDM)
For CIs, you can create a new relationship rule in:
Configuration > Relationships > Suggested Relationships

CIs> Relationships > Suggested Relationships
Configuration > Suggested Relationships
✓Answer:
Configuration > Relationships > Suggested Relationships
Navigate here to view a Dependency View Map
✓Answer:
Dependency Views > View Map
which type of tests can user run to ensure if CMDB still works after upgrading or deploying of new applications or integrations?
Easy start tests

Defects Test
Simulation tests
Quick start tests
Enhancement tests
✓Answer:
Quick start tests
To manage CI Classes Navigate to:
All > Configuration > CI Class Manager

All > Configuration Management Database > CI Class Manager.
All > Classes > CI Class Manager.
All > System Definition > CI Class Manager
✓Answer:
All > Configuration > CI Class Manager
ServiceNow relationship rules use separate tables to define the relationships between specific CI base classes and _____ _____.
Parent classes
Child classes
Dependent classes
CI Classes
✓Answer:
Dependent classes
The "MID" in MID server is an abbreviation for what?
Management
Modifying
Integration
Instrumentation
Discovery
Delegation
✓Answer:
Management
Instrumentation
Discovery
A way to verify if CMDB is still operational after major upgrades or application installations is to run quick start tests.
What should be done if the CMDB is customized?
Compare and configure the Quick start tests

Override the Quick start tests through scripting
Use the CMDB Health quick starter
Copy and configure the Quick start tests
✓Answer:
Copy and configure the Quick start tests
What finds devices and applications and updates the CMDB?
Navigation Filter
Global Search
Finder
Discovery
None of the above
✓Answer:
Discovery
CSAP0969 ( Category: Branding )
Restate four branding features that can be configured.
Banner image text and colors

System date / Time formatting
Logo position
Browser tab title
Navigator position
Navigator background and text colors
✓Answer:
Banner image text and colors
System date / Time formatting
Browser tab title
Navigator background and text colors
Each ServiceNow solution provides its own guided setup. When implementing IT service Management (ITSM),
which two paths below allows you to update Now Platform user interface branding, including the company logo and colors?
System Properties > Basic Configuration UI16
System Properties > My Company
Guided Setup > ITSM Guided Setup
Guided Setup > My Company
✓Answer:
Guided Setup > ITSM Guided Setup
Navigate here to customize banner image, text, colors
✓Answer:

Name three benefits often recognized by branding your instance?
Reduce Service Desk calls

Accelerate adoption rates
Create a shared identity
Gain user trust
Share comprehensive assignment rules
✓Answer:
Gain user trust
Where can you navigate to update branding, instead of using guided setup?
Team Development > Properties

System Definition > Branding
System properties > My Company
✓Answer:
What are three benefits of branding your instance?
Reduce Service Desk calls

Automatically Deletes duplicate records
Gain user trust
✓Answer:
Gain user trust
What creates a shared sense of identity and connection with users?
Workspace
Connect
Flow
Branding
✓Answer:
Branding
CSAP1814 ( Category: Automated Test Framework )
Within ATF, the _____ _____ field specifies the conditions that must be met for a test to pass.
Asset type
Assert type
Pass type
Execution type
✓Answer:
Assert type
To grant or remove delegated development, navigate to:
All > System > My Company

All > System Applications > My Company Applications
All > System Definition> My Company Applications
All > System Security > My Company Applications
✓Answer:
All > System Applications > My Company Applications
Each _____ _____ is a record in the _____ table that specifies a test action, the step configuration, and an execution order.
Test Config / Test Configuration [sys_atf_config]

Test Step / Test Step [sys_atf_step]
ATF Execution/Test Execution [sys_atf_execution]
Action/ ATF Action [sys_atf_action]
✓Answer:
Test Step / Test Step [sys_atf_step]
What is used to create and run automated tests?
Robotic Process Automation

Guided Test Setup
Handler
Automated Test Framework
✓Answer:
With ATF A _____ result stores the output of a test step run.
✓Answer:
step
Within ATF, the test step always specifies:
The users who can run the test

The order in which it runs in the test
The application running the test
The groups who can see test results
✓Answer:
The order in which it runs in the test
Within ATF, Test designers add test steps to tests to verify _____.
Users
Roles
Functionality
Execution
✓Answer:
Functionality
A _____ _____ runner is a browser tab that runs client-side test steps within a Now Platform user interface. _____ _____ runners require a
browser tab to function.
client side
client test
server test
asynchronous test
✓Answer:
client test
What is ATF in ServiceNow?
Automated Task Framework

Action Task Force
Action Test Frames
✓Answer:
Within ServiceNow ATF stands for:
Advanced Technology Failover

Alcohol, Tobacco, and Firearms
AJAX Testing Format
Asynchronous Transport Filter
✓Answer:
CSAP0766 ( Category: Application/Access Control )
How would a user go about preventing their instance from communicating with untrusted domains and email addresses?
System Restrictions
System Address Filters
Suspicious Activity Finder
Email Checker
✓Answer:
System Address Filters
Elevated roles are available for only one session.
True
False
✓Answer:
True
How to get security_admin role/ elevated privilege for a user session.
Select the Elevate Role option in the security admin

Add security role to the user from Roles related list in user record
Select the security_admin option in the Elevate Roles section
✓Answer:
Select the security_admin option in the Elevate Roles section
If h f il h i i f hi l l h h d bj d i
If the user fails to meet the permissions of any matching access control rule, the system _____ access to the requested object and operation.
Allows
Denies
Conditionally allows
✓Answer:
Denies
Which certificate-based authentication methods can be enabled so that users can log into the Service Portal ? Select 2 options?
Organization Verification Card (OVC)

Common Access Card (CAC)
Domain Authorization Card (DAC)
Personal Identity Verification (PIV)
Extended Validation Access (EVA)
✓Answer:
Common Access Card (CAC)
Personal Identity Verification (PIV)
Select two facts from below that are preferred methods of role management:
Assign tasks to roles

Add users to group
Apply roles to groups
Assign users to roles
✓Answer:
Add users to group
As it pertains to ServiceNow, ACL is an abbreviation for what?
Active Command Script

Audit Control Level
Access Control List
Access Control Library
✓Answer:
Access Control List
What is an individual, who is granted access to a ServiceNow Instance called?

User
Role
Admin
Member
✓Answer:
User
Name three types of permissions can be configured in an access control rule?
Users
Roles
Scripting that sets the 'answer' variable to true or false
Groups
Conditions
✓Answer:
Roles
Scripting that sets the 'answer' variable to true or false
Conditions

If a user does not meet the permissions of the first matching rule, the system evaluates the permissions of the next matching access control rule as
specified by the _____ _____ _____ _____.
Form control sequence order

List control processing order
Access control processing order
Access control sequence order
✓Answer:
Access control processing order
What are the three types of permissions that can be configured in an access control rule?
Roles
Script that sets "answer" to true or false
Users
Conditions
✓Answer:
Roles
Script that sets "answer" to true or false
Conditions
Select four ServiceNow operation examples:
execute: user cannot execute scripts on a record or UI page.

personalize_list: user cannot right-click a choice list field and select to configure lists.
edit_ci_relations: user cannot define relationships between Configuration Item [cmdb_ci] tables.
save_as_template: controls the field that should be saved when a template is created.
report_control: user cannot control reports on the object.
✓Answer:
execute: user cannot execute scripts on a record or UI page.
edit_ci_relations: user cannot define relationships between Configuration Item [cmdb_ci] tables.
save_as_template: controls the field that should be saved when a template is created.
report_control: user cannot control reports on the object.

What protects applications by identifying and restricting access to available files and data
Access Control
The admin Role
Scope
✓Answer:
Scope
What is a collection of permissions?
Instance
Group
Subscription
Role
✓Answer:
Role
The _____ Access Control grants all rows and all fields to both the table_admin and table_user roles.
✓Answer:
None
Wh ll i h i f h ' i ?
What allows you to view the instance from another user's perspective?
Impersonate User
Elevate Roles
Switch Roles
Privileged Identity
✓Answer:
Impersonate User
Select three types of permissions can be configured in an ACL.
Groups
Scripts
Conditions
Users
Roles
✓Answer:
Scripts
Conditions
Roles
Name a best practice with respect to roles in user management.
Add roles to users

Add roles to groups and add users to groups
Add groups to roles by category
✓Answer:
Add roles to groups and add users to groups
A role does not inherit all the permissions of any other roles it includes.
True
False
✓Answer:
False
Application and Modules Access is controlled by roles configured at the:
Company and Module Level

Application and Module Level
Business and Access Level

Security and Module Level
✓Answer:
Navigate here, to add a role and its permissions ______________ and to manage roles that are used to determine which features of ServiceNow
users can access.
All > System Security > Roles
All > User Properties > Roles
All > User Administration > Roles
All > System Properties > Roles
✓Answer:
All > User Administration > Roles
Name three security modules on the All menu typically used by the System Administrator:
System Properties > Access Control (ACL)

System Security > Access Control List (ACL)
System Security > High Security Settings
System Properties > Security
System Security > Access Control (ACL)
System Security > Max Security Settings
✓Answer:
System Security > High Security Settings
System Properties > Security
System Security > Access Control (ACL)
Roles are stored as a record which table?
groups table
sys_user_role table
user table
sys_group_role table
✓Answer:
sys_user_role table
A role is a?

Set of users delegated to perform different tasks
Set of users with a subscription
Collection of groups
✓Answer:
Select two ServiceNow operation examples:
edit_cmdb: user cannot define Configuration Management Database [cmdb] table.

save_as_list: controls the list that should be saved when a table is created.
report_on: user cannot create reports on the object.
personalize_choices: user cannot right-click a choice list field and select Configure Choices.
✓Answer:
report_on: user cannot create reports on the object.
personalize_choices: user cannot right-click a choice list field and select Configure Choices.

You can view assignment rules by navigating to:
All > System > Rules > Rules

All > System Policy > Rules > Assignment
All > System > Rules > Assignment
All > System Definition > Rules > Assignment
✓Answer:
All > System Policy > Rules > Assignment
What is a security rule to restrict a user from viewing and interacting with data?
Access Control
Data Security
Roles
Groups
Data Policy
✓Answer:
Access Control
What requires manually accepting a powerful role like security_admin?
Impersonate User
Switch Roles
Privileged Identity
Elevate Roles
✓Answer:
Elevate Roles
Name three user authentication methods in ServiceNow?
WPA2
LDAP
SSO
Local database
✓Answer:
LDAP
SSO
Local database
Assignment lookup rules are another type of assignment rule. These rules only apply to _____ records.
Problem
Change
Request
Task
Incident
✓Answer:
Incident
What protects applications by identifying and restricting access to available files and data?
Access Control
The Admin role
Scope
✓Answer:
Scope
Assignment lookup rules can be created by navigating to:
All > System > Rules > Assignment Lookup

All > System Policy > Definition > Assignment Lookup Rules
All > System Policy > Rules > Assignment Lookup Rules
All > System > Assignment Lookup Rules
✓Answer:
All > System Policy > Rules > Assignment Lookup Rules
When a custom table is created, the system creates four access control rules by default:
update
create
delete
read
write
✓Answer:
create
delete
read
write
What is contextual security?
Means the field has been modified.

Display information from a record.
Its a system security type, which Controls every level in the ServiceNow object hierarchy. You can control specific tables and fields.
It's a group of customizations that can be packaged and moved from one instance to another.
✓Answer:
Its a system security type, which Controls every level in the ServiceNow object hierarchy. You can control specific tables and fields.
Select four steps to assign tasks from the list below:
Add users to groups

Assign users to roles
Assign tasks to groups
Assign tasks to roles
Assign tasks to users
✓Answer:
Add users to groups
Assign tasks to groups
Assign tasks to users
Name three things from below describing User Authentication/Login?
Users
Tasks
Groups
Roles
Data Schema
✓Answer:
Users
Groups
Roles
What reduces the amount of rules required to control access?
Access management
Low Code
Wildcard ACL Rules
Trim Function
✓Answer:
Wildcard ACL Rules
Which of the following two statements are true about Access Controls?
When writing an ACL that mostly grants access, use only None and .*
When writing an ACL that mostly grants access, use only None.
When writing an ACL that mostly denies access, use None and .*
When writing an ACL that mostly denies access, use only None.
✓Answer:
When writing an ACL that mostly grants access, use only None.
When writing an ACL that mostly denies access, use None and .*
A Data policy is used to enforce __________?
Security
Making fields mandatory only through system updates
Consistency
Scripting
Making fields mandatory only on the user interface
✓Answer:
Consistency
Navigate here to manage groups of users in ServiceNow:
All > User Administration > Groups

All > System Security > Groups
All > System Properties > Groups
All > User Administration > Users
✓Answer:
All > User Administration > Groups
Select the correct order of ACL Evaluation from the below.
Parent table, Table, Any table(wildcard)

Table, Parent Table, Any table(wildcard)
Any table(wildcard), Table, Parent table
✓Answer:
Table, Parent Table, Any table(wildcard)
What does CRUD stand for and CRUD operations on a table?
Create, Request, User, Delete

Cut, Read, Update, Destroy
Create, Read, Undo, Delete
✓Answer:
______ _____ are used to automatically set a value in the Assigned to and/or Assignment group fields of a task record.
Assignment rules
SLA Definition Properties
Priority Rules
Data lookup rules
✓Answer:
Assignment rules
Assignment rules
To create a role, navigate: to
All > System Definition > Users and Groups > Roles
All > System Security > Users and Groups > Roles
All > HR Administration > Manage Roles > Roles
All > System Properties > Users and Groups > Roles
✓Answer:
All > System Security > Users and Groups > Roles
What is the characteristic of role assignment?
User only gets the current role and not any other role
User is assigned to the role and inherits any other roles that it contains
User gets role assigned and any parent and child roles
✓Answer:
User is assigned to the role and inherits any other roles that it contains
Navigate here to add roles to groups:
All > System Properties > Users and Groups > Groups
All > System Security > Users and Groups > Groups
All > System Security > Groups
✓Answer:
All > System Security > Users and Groups > Groups

ACL's can be defined in what many ways
Conditional Expressions
Scripts
Roles
All of the above
None of the above
✓Answer:
All of the above
Select two facts about Database Access, access to tables, records, and fields is controlled via __________; as well as table and __________.
Application specific data policies

Globally defined system properties
Scoped system security
List level Access Controls (allow access is the default behavior)
Field level Access Controls (deny access is the default behavior)
✓Answer:
Globally defined system properties
Field level Access Controls (deny access is the default behavior)
Which role is required to update ACLs?
acl_admin
security_admin
admin
sys_admin
✓Answer:
security_admin
What can automatically assign tasks to users or groups, ensuring that tasks are handled by the most appropriate team members?
SLA Definitions
Assignment Rules
Priority Data Lookup
Data Lookup Definitions
✓Answer:
Assignment Rules
CSAP0723 ( Category: Agent Workspace )
Which tool allows users to reuse content by creating, editing and publishing knowledge blocks?
knowledge resolver
virtual agent
content creator
agent workspace
✓Answer:
agent workspace

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Servicenow: Certified System Administrator

Filter out by Categories: --Select--

CSAP1000 ( Category: Virtual Agent )

CSAP0674 ( Category: Virtual Agent )

CSAP0582 ( Category: Virtual Agent )

CSAP0830 ( Category: Virtual Agent )

Synchronous chat in the web channel

CSAP1531 ( Category: Virtual Agent )

Providing tutorial (“how to”) information

CSAP1527 ( Category: Virtual Agent )

Select three things a Virtual Agent can access:

Flows & Workflows

CSAP0778 ( Category: Virtual Agent )

Incident Intercept Resolution

CSAP0792 ( Category: Virtual Agent )

CSAP0370 ( Category: Virtual Agent )

Perform common work tasks

CSAP0765 ( Category: Virtual Agent )

CSAP0369 ( Category: Virtual Agent )

Gathering data, such as attachments, for the agent

Resolving multi-step problems

CSAP0531 ( Category: Virtual Agent )

CSAP0772 ( Category: Virtual Agent )

By updating system property cs.re_enable_link_unfurling to true.

CSAP0466 ( Category: Virtual Agent )

CSAP0795 ( Category: Virtual Agent )

CSAP0445 ( Category: Update Sets )

CSAP0502 ( Category: Update Sets )

All > System Definition > Local Update Sets

CSAP1779 ( Category: Update Sets )

All > System Update Sets > Retrieved Sources

CSAP0914 ( Category: Update Sets )

Select a true statement from below with respect to Update Sets.

CMDB records are captured in Update Sets

CSAP0386 ( Category: Update Sets )

What is an update set?

CSAP1776 ( Category: Update Sets )

Navigate here to to upload an update set:

All > Update Sets > Retrieved Update Sets

CSAP1778 ( Category: Update Sets )

CSAP0483 ( Category: Update Sets )

CSAP0388 ( Category: Update Sets )

CSAP0409 ( Category: Update Sets )

No one can create them. Only automated data exists

CSAP0387 ( Category: Update Sets )

CSAP0434 ( Category: Update Sets )

Where can you view a series of customizations?

Navigate here to to retrieve an update set:

All > Update Sets > Retrieved Update Sets

CSAP1775 ( Category: Update Sets )

All > System Update Sets > Local Update Sets

CSAP1782 ( Category: Update Sets )

Is assigned to an application when it is first created and cannot be changed.

CSAP0688 ( Category: Update Sets )

CSAP0627 ( Category: Update Sets )

What is the state an update set must be in to transfer it to another instance?

CSAP0444 ( Category: Update Sets )

CSAP1031 ( Category: Update Sets )