cards

Question 1

What is the purpose of a formatter in ServiceNow instance ? Select one of the following.

A.Formatter allows you to populate fields automatically
B.Formatter is a form element used to display information that is not a field in the record
C.A formatter allows you to configure applications on your instance
D.Formatter is a set of conditions applied to a table to help find and work with data

Answer 1

B.Formatter is a form element used to display information that is not a field in the record

Question 2

Which of the following represent “One-to-Many” relationship fields ?

A.Relationship used to build SLA conditions
B.Reference Fields. Glide List, and Document ID Fields
C.Add users to groups that have been assigned the desired role
D.SLA Definition, Task SLA, SLA Workflow, SLA Automation

Answer 2

B.Reference Fields. Glide List, and Document ID Fields

Question 3

From the below options, please choose the correct definition of “inactivity monitor” in ServiceNow instance.

A. It is used to enhance the system logs. It provides more information on the duration of transactions between the client and the server.
B.It triggers an event for a task record if the task is inactive for a certain period of time. If the task remains inactive, the monitor repeats at regular intervals.

Answer 3

B.It triggers an event for a task record if the task is inactive for a certain period of time. If the task remains inactive, the monitor repeats at regular intervals.

Question 4

What purpose does Client Transaction Time plugin serve in ServiceNow ?

A.It enables to log a message in ServiceNow.
B. t enhances the system logs by providing additional information about the durations of transactions
C. It delete client transactions details.

Answer 4

B. t enhances the system logs by providing additional information about the durations of transactions

Question 5

Where are customizations done on ServiceNow instance stored ?

A.sys_update_xml
B.sys_update
C.sys_update_set

Answer 5

A.sys_update_xml

Question 6

What information does the System Dictionary contain?

A.The human-readable labels and language settings
B.The definition for each table and column
C.The language dictionary used for spell checking
D.The information on how tables relate to each other

Answer 6

B.The definition for each table and column

Question 7

An IT manager is responsible for the network and hardware assignment groups, each group contains 5 team members. These team members are working on many tasks, but the manager cannot see any tasks on the Service Desk > My Groups Work List. What could explain this?

A.The manager is not a member of the network and hardware groups
B.The manager is not a member of the service desk group
C.The assignment group manager field is empty
D.The manager does not have the ITIL role

Answer 7

A.The manager is not a member of the network and hardware groups

Question 8

The MID Server enables communication and the movement of data between ServiceNow instance and external applications, data sources, and services.
Which table stores all related communication records in this regard ?

A.ECC Queue (cmdb_ci_queue) table
B.ECC Queue (ecc_queue) table
C.ECC Queue (cmdb_ecc_queue) table

Answer 8

B.ECC Queue (ecc_queue) table

Question 9

Two departments (HR onboarding and facilities) have come to you, asking for a way for employees to request event room setup services. The requirements are the same for the form and the task routing to the facilities assignment group.
1) For HR, the item will be used primarily for the onboarding condition, for employees orientation sessions.
2) for facilities, the item will be used for anyone in the company who needs room setup services.
However, both departments have their own service catalogs. what do you do, to support these requirements?

A.create one catalog item for HR event room setup and one for facilities even room setup; then publish each to the appropriate catalog
B.create one catalog item for event room setup; then publish to the parent catalogue, which is accessible to both HR and facilities
C.create one catalog item for event room setup; then use ACLs to control access
D.create one catalogue item for event room setup; then publish to both catalogs

Answer 9

D.create one catalogue item for event room setup; then publish to both catalogs

Question 10

What do you use in CMDB Workspace to verify the existence of actual IT infrastructure and applications that you own, systematically and in bulk?

A.Multisource Report Builder
B.Service Graph Connectors
C.Identification and Reconciliation Engine
D.CI Attestation
E.IntegrationHub ETL

Answer 10

D.CI Attestation

Question 11

Which module displays a list of tasks assigned to a user’s group but not yet assigned to an individual user?

A.My Groups Work
B.My Teams Work
C.My Teams Tasks
D.My Groups Tasks

Answer 11

A.My Groups Work

Question 12

What can agents do with the Sidebar feature in the Next Experience UI? (Choose 2)

A.Integrate with other Workspaces to display related records.
B.Create, open and search for discussions about their work
C.Communicate with the caller/requester directly
D.Have real-time collaboration with others from a Workspace interaction-based record
E.Broadcast a text message or initiate a conference call with other agents

Answer 12

B.Create, open and search for discussions about their work
D.Have real-time collaboration with others from a Workspace interaction-based record

Question 13

What details can you find in the import set record after running an import? (Choose 3)

A.Import Maps
B.Import Set API
C.Import Log
D.Import Set Runs
E.Concurrent Import Sets
F.Import Set Rows

Answer 13

C.Import Log
D.Import Set Runs
F.Import Set Rows

Question 14

Which of the following can be customized through the Basic Configuration UI 16 module? (Choose three)

A.Record Number Format
B.System Date Format
C.Banner Image
D.Browser Tab Title
E.Form Header Size

Answer 14

B.System Date Format
C.Banner Image
D.Browser Tab Title

Question 15

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

A.Data Editor
B.Form Designer
C.Edit Menu
D.List Editor

Answer 15

D.List Editor

Question 16

A REQ number in the Service Catalog represents.

A.the order number
B.the task to complete
C.the stage
D.the individual item in the order

Answer 16

A.the order number

Question 17

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

A.Breadcrumb
B.Bookmark
C.Tag
D.Favorite

Answer 17

D.Favorite

Question 18

Knowledge Base Search results can be sorted by which of the following? (Choose 3)

A.Manager assignment
B.Popularity
C.Most recent update
D.Relevancy
E.Number of views

Answer 18

C.Most recent update
D.Relevancy
E.Number of views

Question 19

Which feature enables you to add related entries for Identification and Reconciliation Engine (IRE) identification rules?

A.IntegrationHub ETL
B.CMDB Data Manager
C.CI Class Manager
D.Service Graph connectors

Answer 19

C.CI Class Manager

Question 20

Which feature enables you to maintain a unified content categorization across different content types, such as catalogue items, knowledge articles, and community posts?

A.Knowledge Block
B.Social Q&A
C.User Criteria
D.Record Producer
E.Taxonomy

Answer 20

E.Taxonomy

Question 21

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

A.Create a set of new tables before any data is imported during the load data process.
B.Determine the relationship between fields displaying in an import set table to the fields in an existing ServiceNow table.
C.Encrypt data within the instance for higher security.
D.It adds a dummy record to align fields in a table before an administrator runs transform.

Answer 21

B.Determine the relationship between fields displaying in an import set table to the fields in an existing ServiceNow table.

Question 22

You can add knowledge article URLs to your sitemap to improve content indexing by public search engines. What do you configure to achieve this for the Knowledge Portal?

A.Connect Service Portal Widgets
B.Next Experience UI for knowledge articles
C.Sitemap Generator record
D.Contextual Search - Service Portal
E.Service Portal Analytics

Answer 22

C.Sitemap Generator record

Question 23

What rules work with existing Access Control rules (ACLs) to deny access to tables and records that do not match subject attributes?

A.Data privacy
B.Data classification
C.Data filtration
D.Data separation

Answer 23

C.Data filtration

Question 24

What is contextual security in ServiceNow?

A.The contextual security manager profile incredible flexibility and power to perfect information by controlling read/write authorization.
B.It doesn‘t apply the security rules to any level in the object hierarchy.
C.In platform security Settings, High automatically activities the contextual security plugin if is already active.
D.Protects a record based on its contents and table location, data is acted upon based on the position of the information in the table hierarchy. Defines access control rules to any level.

Answer 24

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

Question 25

What is the primary application used to load data into ServiceNow? A.Configuration B.System Import Sets C.Service Level Management D.System Update Sets

Answer 25

B.System Import Sets

Question 26

Which of the following can be configured by all users in the Next Experience instances? A.Next Experience Readiness Checker B.Personalised Start Page C.Custom menus D.Admin menu

Answer 26

B.Personalised Start Page

Question 27

Where would you go to see if an admin impersonated another user? A.User Administration B.Base Class C.System Log D.Tables

Answer 27

C.System Log

Question 28

Access Control rules may be defined with which of the following permission requirements? (Choose 3) A.Scripts B.Groups C.Conditional Expressions D.Roles E.Assignment Rules F.User Criteria

Answer 28

A.Scripts C.Conditional Expressions D.Roles

Question 29

You can identify tables without report_view access control lists (ACLs) and evaluate which users won’t pass the read ACLs on a table. What application allows you to compare reports against all report_view and the corresponding read ACLs? A.Report Security - enforce access control checks B.Reporting Statistics Reports C.Security Jump Start (ACL Rules) D.ACL Assessment for Reports E.Anonymous Report Center

Answer 29

D.ACL Assessment for Reports

Question 30

You can add human-readable keywords to the URLs of portal pages to improve search engine optimization (SEO) and click-through rates and help users understand what to expect on the page. What can be added as human-readable keywords to help with SEO? (Select 2) A.Dynamic page variables B.Page parameters C.Sys ID D.Static content E.Page ID

Answer 30

A.Dynamic page variables D.Static content

Question 31

Which section of the ServiceNow UI allows you to perform a global search? A.Application Navigator. B.Content frame C.Banner frame D.List pane

Answer 31

C.Banner frame

Question 32

What is a best practice regarding data imports? A.Plan time before your import to remove obsolete or inaccurate data B.Use extremely large Import Sets, instead of multiple large Import Sets C.Adjust your Transform maps, after the data is loaded into the target table D.Create a new import set table for each new data load E.Monitor data quality and clean imported data, using the Data Scrub Workspace

Answer 32

A.Plan time before your import to remove obsolete or inaccurate data

Question 33

Which module do you use to access the reports that are available to you? A.Self-Service > My Reports B.Reports > Overview C.Reports > Homepage D.Reports > View/Run E.Self-Service > My Dashboards

Answer 33

D.Reports > View/Run

Question 34

What are the different ways to bring users into the ServiceNow system? A.Through Single Sign-on, LDAP, Homepage Admin, manually entering users. B.Through Single Sign-on, Knowledge Base, manually created by admin. C.Through Knowledge Base, Organization Management process module, manually creating users. D.Through Single Sign-on, LDAP, using an import sets (importing users), both manually entering users and creating users.

Answer 34

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

Question 35

What utility enables process owners to author cross-enterprise workflows within a single, unified process? A.Flow Editor B.Flow Designer C.Workflow Manager D.Process Owner Dashboard E.Process Workflow Designer F.Process Automation Designer

Answer 35

F.Process Automation Designer

Question 36

In a typical ServiceNow instance, what types of users are in the system? (Choose one list that orders from 1=most seats to 4=least in amount of seats) A.1) System Administrator 2) Delegate Administrator 3) ITIL. User 4) ESS user. B.1) ESS user 2) Delegate Administrator 3) ITIL User 4) System Administrator. C.1) ESS user 2) ITIL User 3) Delegate Administrator 4) System Administrator. D.1) System Administrator 2) ITIL User 3) Delegate Administrator 4) ESS user.

Answer 36

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

Question 37

Which CMDB feature tracks the activities and history of data sources as they insert and update Cl attributes? (Choose 2) A.Multisource CMDB B.CI Class Manager C.CMDB CI Lifecycle Management D.CMDB Data Manager E.CMDB 360

Answer 37

A.Multisource CMDB E.CMDB 360

Question 38

Which of the following is a requirement for using the CMDB Data Manager? A.Configuring the data mapping and migration rules in the CMDB Data Manager. B.Setting up the Common Service Data Model (CSDM) environment. C.Ensuring there is an active life-cycle rule corresponding to each target class in a life-cycle policy. D.Mapping and migrating legacy life-cycle values into the CSDM standard values. E.Installing the CSDM Activation (com.snc.cmdb.csdm.activation) plugin.

Answer 38

C.Ensuring there is an active life-cycle rule corresponding to each target class in a life-cycle policy.

Question 39

When using Transform Mapping how we can dynamically map field? A.We can dynamically map source and destination fields by using ServiceNow scripting objects and functionality. B.By updating the fields using update sets, we can add/delete/modify the fields using rules and server scripts. C.We cannot map dynamically map source and destination fields by using ServiceNow scripting objects and functionality. D.We cannot Schedule data imports for mapping the source and destination fields.

Answer 39

A.We can dynamically map source and destination fields by using ServiceNow scripting objects and functionality.

Question 40

What features of ITIL are utilized by the ServiceNow platform? A.Planning, Design, Configuration, Testing B.Strategy, Design, Transition, Operations C.Strategy, Design, Transition, Configurations D.Planning, Strategy, Design, Transition

Answer 40

B.Strategy, Design, Transition, Operations

Question 41

What integration with Catalog Builder enables you to translate the content of the catalogue items on the Catalog Builder dashboard? A.Internationalization Framework B.Localization Framework C.Translation Framework D.Globalization Framework

Answer 41

B.Localization Framework

Question 42

Which application scope is used to identify applications created before application scoping? A.Reporting B.ITSM C.Global D.General E.No application scope is assigned to applications that were created prior to application scoping

Answer 42

C.Global

Question 43

_______ is a field where you can ask natural language questions about the trends and health of your processes. A.Agent Workspace B.Analytics Q&A C.Virtual Agent D.Analytics Bot E.Chatbot

Answer 43

B.Analytics Q&A

Question 44

What access does a user need to be able to import articles to a knowledge base? A.sn_knowledge_import B.sn_knowledge_contribute C.can contribute D.sn_knowledge_write E.can write F.can import

Answer 44

C.can contribute

Question 45

When moving a homepage or dashboard between instances, what must you remember? A.They are automatically added to the update set B.Create a separate update set for them C.They can be moved using ZIP files D.They cannot be moved via XML E.Manually add them to the update set F.They cannot be moved via update set

Answer 45

E.Manually add them to the update set

Question 46

Which ServiceNow resource can be used as a blueprint to map your IT Services to ServiceNow? A.Configuration Management Database (CMDB) B.NowLearning C.ServiceNow Wiki D.Service Mapping Guided Setup E.Common Services Data Model (CSDM) F.IT Service Management(ITSM)

Answer 46

E.Common Services Data Model (CSDM)

Question 47

What tool allows you to drag and drop to specify links between source fields on an Import Set table and destination fields on any ServiceNow table? A.Data Source Map B.Mapping Assist Utility C.Import Designer D.Transform Designer E.Transform Dashboard F.Import Workspace

Answer 47

B.Mapping Assist Utility

Question 48

What attributes you can manage using System Properties > Basic Configuration UI16 ( Choose 5 answer) A.Default calendar B.Browser tab title C.Base Theme D.Module text color E.Header background color F.Banner Image

Answer 48

B.Browser tab title C.Base Theme D.Module text color E.Header background color F.Banner Image

Question 49

What can be used to automatically populate fields in a form? A.Template B.Formatters C.Assignment Rules D.Reference Qualifiers

Answer 49

A.Template

Question 50

Which feature assists in understanding the Service Portal user experience better? A.Employee Centre Portal B.Service Portal Usage Overview Dashboard C.Performance Analytics D.User Experience Analytics

Answer 50

D.User Experience Analytics

Question 51

What is the most important thing to remember about activating a Plugin? A.Install dependent plugins first B.Tick the box for adding demo data C.Plugins once installed cannot be uninstalled D.Submit a HI ticket to get authorization E.Plugins are prohibited in personal developer instances

Answer 51

C.Plugins once installed cannot be uninstalled

Question 52

What type of relationship is recommended between Incident and SLA tables to report on incidents resolved by SLA per incident category? A.One-to-Many B.Extensions C.Many-to-Many D.Database Views

Answer 52

D.Database Views

Question 53

Which of the following formatters is used to display the different stages in a linear process flow? A.None of the listed answers B.Approval summarizer formatter C.Process flow formatter D.Parent breadcrumbs formatter

Answer 53

C.Process flow formatter

Question 54

Which of the following statements best explains the difference between Work Notes and Additional Comments? A.Work Notes are only available to fulfillers whereas Additional Comments are only available to customers/external users B.Additional Comments are only available to fulfillers whereas Work Notes are available to both fulfillers and customers/external users C.Work Notes are only available to fulfillers whereas Additional Comments are available to both fulfillers and customers/external users D.Work Notes are stored in the activity history whereas Additional Comments are not E.Additional Comments are stored in the activity history whereas Work Notes are not

Answer 54

C.Work Notes are only available to fulfillers whereas Additional Comments are available to both fulfillers and customers/external users

Question 55

Which of the following UI Actions is useful if you would like to apply the “Save As“ functionality? A.Submit B.Save C.Update D.Insert

Answer 55

D.Insert

Question 56

Which of the following features helps users see reasonable relationships between configuration items? A.CI Relationship Wizard B.CMDB Relationship Assistant C.CI Relationship Editor D.CMDB Relationship Editor E.CI Relationship Assistant

Answer 56

C.CI Relationship Editor

Question 57

Which of the following are valid data sources for import sets? (select all that apply) A. JDBC B.XML Files C.HTTP D.CSV Files E.Excel files

Answer 57

A. JDBC B.XML Files C.HTTP D.CSV Files E.Excel files

Question 58

Which of the following is an example of knowledge base contextual search? A.In the service portal, you can search for articles using the search text box B.When viewing a knowledge base article, it will show you similar articles C.None of the listed answers D.When creating an incident, it will suggest relevant articles

Answer 58

D.When creating an incident, it will suggest relevant articles

Question 59

Which of the following statements is correct regarding fulfiller and approver users? A.Fulfiller users only have the approver_user role B.Fulfiller users only have the itil role C.Approver users have the itil and approver_user roles D.Approver users only have the approver_user role E.Fulfiller users have the itil and approver_user roles

Answer 59

E.Fulfiller users have the itil and approver_user roles

Question 60

Which of the following statements is most accurate when it comes to how the system evaluates ACLs when a session requests accessing a record? A.A user must pass both table and field ACL rules to access a record B.A user must at least pass the table ACL rule to access the record C.A user must pass either the table or the field ACL rules to access the record D.A user must at least pass the field ACL rule to access the record

Answer 60

B.A user must at least pass the table ACL rule to access the record

Question 61

Which table can be used to modify the configuration related to the maximum number of activities displayed in the history tab of the application navigator? A.sys_configuration B.sys_properties C.sys_system D.sys_config

Answer 61

B.sys_properties

Question 62

In ServiceNow fulfillment view, in which part of the screen do the forms get displayed? A.Banner Frame B.Application Frame C.Application Navigator D.Content Frame

Answer 62

D.Content Frame

Question 63

Which of the following statements best describes the function of “My Groups Work“ module? A.List of all active tasks assigned to one of my groups B.List of all active tasks assigned to one of my groups but the “assigned to“ is empty C.List of approval requests assigned to one of my groups D.List of incidents assigned to one of my groups

Answer 63

B.List of all active tasks assigned to one of my groups but the “assigned to“ is empty

Question 64

How to show the visual task board view for tasks list? A.Click on the gear icon in the top banner and select the checkbox “Show Visual Task Board“ B.Right-click on the list header and select “Show Visual Task Board“ C.Click on the gear icon in the tasks list and select the checkbox “Show Visual Task Board“ D.Right-click on any of the columns and select “Show Visual Task Board“

Answer 64

D.Right-click on any of the columns and select “Show Visual Task Board“

Question 65

Which section in the task form shows the full history of updates and comments made on the task? A.Archive B.Updates List C.Activity D.Notes E.History

Answer 65

C.Activity

Question 66

Which of the following statements best describes the Dependency View? A.Dependency Views display all the configuration items that can be impacted by a change B.Dependency Views display all the incidents that are linked to a change C.Dependency views display a list of all configuration items in a CMDB D.Dependency Views display the configuration items and the business services that it is part of and that it supports

Answer 66

D.Dependency Views display the configuration items and the business services that it is part of and that it supports

Question 67

Which of the following statements best describes predictive intelligence? A.Predictive Intelligence uses predefined configurations to set fields values B.Predictive Intelligence uses machine learning algorithms to set the “assignment group“ and the “assigned to“ fields C.Predictive Intelligence uses machine learning algorithms to set field values during record creation D.Predictive Intelligence uses assignment rules to set the “Assigned to“ field

Answer 67

C.Predictive Intelligence uses machine learning algorithms to set field values during record creation

Question 68

You are trying to import some data and you would like to map the fields in the source with the fields in the target table. Which of the following features provides visually intuitive environment for specifying mapping between Import Set fields and Target table fields? A.Automatic Mapping Utility B.Mapping Assist Utility C.Visual Mapping Utility D.Transform Map

Answer 68

B.Mapping Assist Utility

Question 69

Which of the following is a set of tables containing assets and business services controlled by a company? A.Servers List B.CI C.CI List D.Assets List E.CMDB

Answer 69

E.CMDB

Question 70

Which one of the following orders is used by default to sort lists? A.number > order > name B.number > order C.order > number > created D.order > number > name E.number > created

Answer 70

D.order > number > name

Question 71

Which of the following context menus can be used to configure the list? A.Record Context Menu B.None of the listed answers C.List Context Menu D.Column Context Menu

Answer 71

D.Column Context Menu

Question 72

Which of the following is captured in update sets? (select all that apply) A.Report Definitions B.Homepages C.Published Workflows D.Views E.Scheduled Jobs F.Tables

Answer 72

A.Report Definitions C.Published Workflows D.Views F.Tables

Question 73

How can you filter the types of activities that are displayed in the Activity section? A.Navigate to Service Desk > Personalization and update the record with name “Activity Types“ with the activity types that you would like to display B.It is not possible to filter the activity types in the Activity section C.None of the listed answers D.Navigate to Service Desk > Personalization and add a record to specify which Activity types to display E.Click on the gear icon in the top banner and select which activity types to be displayed F.Click on the funnel icon in the task form and select which activity types to show

Answer 73

F.Click on the funnel icon in the task form and select which activity types to show

Question 74

Which of the following chart types can be used to represent individual values as bars and the cumulative total as line? A.Pivot Table B.Bar chart C.Trend D.Pareto chart E.Heatmap

Answer 74

D.Pareto chart

Question 75

In the context of Flow designer, which of the following are examples of ServiceNow core actions? (select all that apply) A.Wait for Condition B.Delete Record C.Schedule job D.Ask for Approval E.Repeat F.Activate Plugin

Answer 75

A.Wait for Condition B.Delete Record D.Ask for Approval

Question 76

Inbound action can be used to: (Select all that Apply) A.Parse Email B.Modify records C.Schedule a job D.Create Records

Answer 76

A.Parse Email B.Modify records D.Create Records

Question 77

What is the correct sequence of the steps of a Knowledge article? A.Review, Draft, Publish B.Draft, Review, Publish, Retire C.Draft, Review, Publish,Delete D.Draft, Publish, Retire

Answer 77

B.Draft, Review, Publish, Retire

Question 78

What are the main components of the User Interface in ServiceNow (UI16): (Select all that Apply) A.Banner B.Right Navigation Pane C.Left Navigation Pane D.News Feed E.Content area

Answer 78

A.Banner C.Left Navigation Pane E.Content area

Question 79

What does a dictionary override do? A.It updates the db fields and brings you back to a list B.Set fields on a form from to visible or hidden; editable or read only; optional or mandatory C.It provides the ability to override several aspects of a field in extended tables D.Display information from a record

Answer 79

C.It provides the ability to override several aspects of a field in extended tables

Question 80

Which of the following are valid variable types in ServiceNow? (select all that apply) A.Radio Button List B.Drop Down List C.Date D.Multiple Choice E.Select Box F.Reference

Answer 80

A.Radio Button List B.Drop Down List C.Date D.Multiple Choice E.Select Box F.Reference

Question 81

What are the workflow activities? A.Start, Pause, Reset, Complete B.Draft, Review, Publish, Retire C.Waiting for approval, fulfillment, delivery, completed D.Start, Pause, Reset

Answer 81

C.Waiting for approval, fulfillment, delivery, completed

Question 82

Enhanced notification preferences enable you to easily change your preferences and choose which notifications you prefer, where and when you want to be notified. What options are available for users when setting their notification preferences in Next Experience? (Select 3) A.Enable or disable a particular channel for receiving notifications. B.Create, edit, or delete notification channels for instant messages, email, SMS, and voice. C.Create, edit, or delete system notifications for a particular channel. D.Create custom notifications by subscribing to system notifications and applying desired conditions.

Answer 82

A.Enable or disable a particular channel for receiving notifications. B.Create, edit, or delete notification channels for instant messages, email, SMS, and voice. D.Create custom notifications by subscribing to system notifications and applying desired conditions.

Question 83

What are the OOTB ServiceNow roles ? Select all that apply. A.ESS B.admin C.customer D.User E.itil

Answer 83

A.ESS B.admin D.User E.itil

Question 84

Which tool is used to create dependencies between configuration items in the CMDB? A.CMDB Builder B.CI Class Manager C.CI Relationship Editor D.CI Service Manager

Answer 84

C.CI Relationship Editor

Question 85

Which of the following is not a field? A.Duration B.Split C.Script D.Suggestion

Answer 85

B.Split

Question 86

Where do you change the banner of the application? A.Order it from Service Catalog B.cmn_location C.Application Navigator D.System Properties and in CSS Properties

Answer 86

D.System Properties and in CSS Properties

Question 87

If the Default update set is marked complete: A.The changes are tracked in the user's current update set. B.The system creates another update set named Default1 and uses it as the default update set. C.The instance fails. D.The default update set cannot be marked completed.

Answer 87

B.The system creates another update set named Default1 and uses it as the default update set.

Question 88

How do you get to the categories on an incident and other table? A.Go to system definition > choice list B.In the task SLA form C.Base Class D.Go to social it > feed administration > messages

Answer 88

A.Go to system definition > choice list

Question 89

Where can you find the response time indicator? A.Any form that has the know icon: Ess self-service; itil users can get it through self-service and service desk; admins and knowledge managers have additional ability with other modules B.In the right hand corner of forms and lists C.It's the filter views (i.e., when you run a report); the more you add the longer it gets D.What is being secured (row or table) and the rights to it

Answer 89

B.In the right hand corner of forms and lists

Question 90

Select Correct statements: (Select all that Apply) A.Metric is used to measure and evaluate the effectiveness of ITSM process B.Metric can gather data as the data is updated C.Metric measures data over time to show past history D.Metric definition provides a declarative way of defining metrics and once defined, the data for the metric is gathered and occurences of the metric are calculated and stored

Answer 90

A.Metric is used to measure and evaluate the effectiveness of ITSM process B.Metric can gather data as the data is updated C.Metric measures data over time to show past history D.Metric definition provides a declarative way of defining metrics and once defined, the data for the metric is gathered and occurences of the metric are calculated and stored

Question 91

Banner Color can be personalized from? A.Not Possible B.Themes section C.Navigation Pane D.Developer Section

Answer 91

B.Themes section

Question 92

What is the search engine used while doing the global search in ServiceNow? A.Zing B.Zenn C.Google Search D.TRX

Answer 92

A.Zing

Question 93

Out of the below listed applications which will not run natively on smartphones? A.Workflow B.Service Catalog C.Self-Service D.User administration

Answer 93

A.Workflow

Question 94

Searches are available in A.Navigation Filter B.Forms C.Knowledge Base D.Lists

Answer 94

A.Navigation Filter C.Knowledge Base D.Lists

Question 95

Which module can be used to access catalog categories? A.Service Catalog > Categories B.Service Catalog > Catalog Categories C.Service Catalog > Categories > All D.Service Catalog > Maintain Categories E.Service Catalog > Catalog Definitions > Maintain Categories

Answer 95

E.Service Catalog > Catalog Definitions > Maintain Categories

Question 96

Which of the following modules can be used to view knowledge content? A.Self-Service > Knowledge B.Self-Service > Knowledge Bases C.Service Desk > Articles D.Knowledge > Content E.Service Desk > Knowledge Bases

Answer 96

A.Self-Service > Knowledge

Question 97

What do you need to do before you can use an Application-based trigger in your flow? A.Activate application trigger spoke B.Assign Application trigger role [sn_app_trigger_write] to SME C.Activate application spoke, and plug-ins as needed D.Activate application plugins only E.Activate trigger security rules

Answer 97

C.Activate application spoke, and plug-ins as needed

Question 98

Which module can be used to create assignment rules? A.System > Assignment Rules B.System Policy > Assignment Rules C.System Policy > Rules > Assignments D.System > Rules > Assignments

Answer 98

C.System Policy > Rules > Assignments

Question 99

Which of the following modules can I use to see a list of tasks assigned to me? A.System > My Work B.Service Desk > My Work C.System > My Tasks D.My Work > Tasks E.Service Desk > My Tasks

Answer 99

A.System > My Work B.Service Desk > My Work C.System > My Tasks E.Service Desk > My Tasks

Question 100

Which module can be used for branding? A.System Properties > Basic Configuration UI16 B.System Properties > Themes C.System Properties > Branding D.System Properties > UI Configuration

Answer 100

A.System Properties > Basic Configuration UI16

Question 101

Which module should be used to create visual task boards? A.Self-Service > Visual Task Boards B.Self-Service > Tasks > Boards C.Self-Service > Personalization > Visual Task Boards D.System > Tasks > Boards E.System > Visual Task Boards F.System > Personalization > Visual Task Boards

Answer 101

A.Self-Service > Visual Task Boards

Question 102

Which module can be used to access catalogs? A.Service Catalog > Catalog Definitions > Maintain Catalogs B.Service Catalog > Catalogs C.Service Catalog > Maintain Catalogs D.Service Catalog > Categories > Catalogs

Answer 102

A.Service Catalog > Catalog Definitions > Maintain Catalogs

Question 103

Which of the following modules should be used to create CI relationships? A.Configuration > CI Relationships B.Configuration > Suggested Relationships C.Configuration > Relationships D.Configuration > Relationships > Suggested Relationships

Answer 103

D.Configuration > Relationships > Suggested Relationships

Question 104

Where can you create flow? A.Process Automation > Flow Designer B.Workflow > Workflow Editor C.Workflow > Flow Designer D.Process Automation > Create Flow

Answer 104

A.Process Automation > Flow Designer

Question 105

A Role is defined as what? A.A set of user access policies B.A collection of permissions C.A set of access control rules D.A Persona in a workflow

Answer 105

B.A collection of permissions

Question 106

If a knowledge base has no access details specified, what users are able to read articles in that knowledge base? A.No users B.itil users C.Any active user D.Any user with an article‘s permalink E.Users with kb_user role

Answer 106

C.Any active user

Question 107

To retrieve an update set from a remote instance, in the Production instance, navigate to: A.All > Update Sets > Update Sources B.All > System Update Sets > Update Sources C.All > System Update Sets > Retrieved Sources D.All > System Definition > Update Sources E.All > System Update Sets > Committed Sources

Answer 107

B.All > System Update Sets > Update Sources

Question 108

Tables may have a One to Many relationships. From the Service Catalog, what are examples of tables having a one to many relationships? Select 3 answers. A.One Request can have many Requested Items B.One Requested Item can have many Catalog Tasks C.One Requested Item can have many Approvals D.One Approval can have many Requests E.One Cart can have many Requests

Answer 108

A.One Request can have many Requested Items B.One Requested Item can have many Catalog Tasks C.One Requested Item can have many Approvals

Question 109

Which ServiceNow products can be used to discover and populate the CMDB? Select 2 answers A.IntegrationHub ETL B.Finder C.CMDB Integration Dashboard D.CMDB Plug-in E.Discovery

Answer 109

A.IntegrationHub ETL E.Discovery

Question 110

What type of user (persona) has clearly defined paths and workflows in the platform and have one or more roles (ie itil and approver_user)? A.Approving Manager B.Workflow User C.ITSM User D.Service Desk User E.Process User

Answer 110

E.Process User

Question 111

What is the name of the table relationship, where two or more tables are related in a bi-directional relationship, so that the related records are visible from both tables in a related list? A.Many to Many B.Database View C.One to Many D.Extended

Answer 111

A.Many to Many

Question 112

Which tool graphically displays an infrastructure view for a configuration item (CI) and its relationship with other CIs? A.Schema Map B.Dependency View C.Database View D.Dependency Map

Answer 112

B.Dependency View

Question 113

Which features allow you to update multiple records at one time? Select 2 answers. A.Update Selected Action B.Bulk Record Update C.Data Remediation Dashboard D.Field Update Action E.List Editor

Answer 113

A.Update Selected Action E.List Editor

Question 114

Which mobile application is designed to interact with customer support and is not customizable? A.Now Mobile B.Mobile Onboarding C.Now Support D.Now Onboarding E.HI Support

Answer 114

C.Now Support

Question 115

Table Access Control rules are processed in the following order: A.any table name (wildcard), parent table name, table name B.table name, parent table name, any table name (wildcard) C.any table name (wildcard), table name, parent table name D.parent table name, table name, any table name (wildcard)

Answer 115

B.table name, parent table name, any table name (wildcard)

Question 116

How would you define an Access Control, to allow a user with itil role to have permission to create incident records? A.Name: incident:*;Operation: write; Permission: itil B.Name: incident.None; Permission: create; Role: itil C.Name: incident.None; Operation: create; Role: itil D.Name: incident.Any; Operation: write; Permission: itil E.Name: incident:*; Permission: write; Role: itil

Answer 116

C.Name: incident.None; Operation: create; Role: itil

Question 117

Many actions are included with flow designer, what are some frequently used core actions? Select 4 answers. A.Wait for Match B.Create Record C.Look Up Record D.Wait for Condition E.Look for Update F.Ask for Approval

Answer 117

B.Create Record C.Look Up Record D.Wait for Condition F.Ask for Approval

Question 117

A new Service Desk employee in Latin America complains that the create dates and times are incorrect on their Incident list. What would you suggest to fix this issue? A.Have them correct the time zone on their computer. B.Have them use the gear icon to set the employee‘s time zone. C.Recommend they use Chrome, instead of Explorer. D.Use the system properties to correct the instance‘s time zone. E.Have them clear their cache.

Answer 117

B.Have them use the gear icon to set the employee‘s time zone.

Question 118

How is the Event Log different from the Event Registry? A.Event Log is formatted in the Log style, the Event Registry displays different fields B.Event Log lists Events that were triggered by integrations, the Event Registry lists the Events that were triggered during the day (24-hour period) C.Event Log contains generated Events, the Event Registry is a table of Event definitions D.Event Log is the same as the Event Registry

Answer 118

C.Event Log contains generated Events, the Event Registry is a table of Event definitions

Question 119

When managing tags, you can adjust who is able to see it. What are the visibility options? Select 3 answers. A.Roles and Permissions B.Admin C.Everyone D.Me E.Groups and Users

Answer 119

C.Everyone D.Me E.Groups and Users

Question 120

A record is added to which table each time a knowledge article is viewed? A.Knowledge Search Log [ts_query_kb] B.Knowledge Use [kb_use] C.Knowledge [kb_knowledge] D.Knowledge Feedback [kb_feedback]

Answer 120

B.Knowledge Use [kb_use]

Question 121

A task worker asks how they can monitor any updates occurring to records assigned to him, like responses from customers. What do you suggest? A.Click on the eyeglass icon to expand the Monitor frame B.Open an Agent workspace tab for each record he wants to monitor C.On My Work list, select the Activity Stream icon to show a frame with live updates D.Select Service Desk > My Work Dashboard

Answer 121

C.On My Work list, select the Activity Stream icon to show a frame with live updates

Question 122

On the knowledge base record, which tab would you use to define which users are not able to write articles to the knowledge base? A.Cannot Write B.Cannot Author C.Can Contribute D.Cannot Contribute E.Read Only

Answer 122

D.Cannot Contribute

Question 123

Which of the following is NOT a database setting on the Application Access section of a Table? A.Can create B.Can update C.Can write D.Can read E.Can delete

Answer 123

C.Can write

Question 124

What role enables someone to authorize a request, with no other permissions on the platform? A.Approver [approver_user] B.Authorize [authorize_user] C.Reviewer [reviewer_user] D.Verification [verify_user] E.Approval Group [approval_group]

Answer 124

A.Approver [approver_user]

Question 125

The Report Designer contains different sections for configuring your report. Which section is used to adjust the look of your report, including colors, titles and legend layout? A.Configure B.Format C.Layout D.Style

Answer 125

D.Style

Question 125

What happens if you select Publish when creating articles manually or by import? A.It triggers the publish workflow assigned to the knowledge base. B.The articles are sent for review C.The articles are automatically moved to a published state. D.The articles are sent for approvals.

Answer 125

A.It triggers the publish workflow assigned to the knowledge base.

Question 126

Reports can be created from which different places in the platform? Select 2 answers. A.List column heading B.Metrics module C.View / Run module D.Statistics module

Answer 126

A.List column heading C.View / Run module

Question 127

On the Reports page, what sections allow you to see which reports are visible to different audiences? Select 4 answers. A.My reports B.All C.Global D.Group E.Team F.Department

Answer 127

A.My reports B.All C.Global D.Group

Question 128

The Report Designer contains different sections for configuring your report. Which section is used to specify the name of the report, and the table or data source for the report? A.Design B.Configure C.Name D.Data E.Style

Answer 128

D.Data

Question 128

Client Script on the Task table will be applied to Problem table as well A.Only if inherit is false B.Only if inherit is true C.Always Yes

Answer 128

B.Only if inherit is true

Question 129

To generate task based records through service request which is the correct option below ? A.UI Action B.Record producer C.Service Catalog D.UI Policy E.Business Rule

Answer 129

B.Record producer

Question 130

If the system administrator wants to modify the homepage, which of the following links on the page indicates that this can be done ? A.Add Context B.Change Layout C.Make Gauge

Answer 130

B.Change Layout

Question 131

An outbound SOAP message is defined. Which function can invoke the SOAP message ? A.UI Policy B.Data Policy C.UI Action

Answer 131

C.UI Action

Question 132

Which table defines what conditions trigger an SLA ? A.contract_sla B.task_sla C.sla_condition_class_list

Answer 132

A.contract_sla

Question 133

What are the UI components of a homepage ? A.Banner, Content pane and Application Navigator B.Banner, Content pane, Header and Application Navigator C.Banner, Content pane, Header, Footer and Application Navigator

Answer 133

A.Banner, Content pane and Application Navigator

Question 133

Which tables captures information related to workflow versions ? A.wf_workflow_version B.wf_workflow_versions C.wf_workflow table

Answer 133

A.wf_workflow_version

Question 134

What are two of the settings that can be made in the contextual security manager ? A.Ability to disable applications and to set the maximum notification size. B.Ability to change release dates and manage group personnel. C.Ability to specify the attachment file types. D.Ability to set the maximum attachment size. E.Ability to change release dates and restrict automatic notifications

Answer 134

C.Ability to specify the attachment file types. D.Ability to set the maximum attachment size.

Question 134

Which module displays a list of tasks assigned to a user’s group, but not yet assigned to an individual user ? A.My Teams Tasks B.My Teams Work C.My Groups Work D.My Groups Tasks

Answer 134

C.My Groups Work

Question 134

What are the ways to Create CMDB data A.Discovery B.Help the Help Desk C.Import Set D.Manual

Answer 134

A.Discovery C.Import Set D.Manual

Question 134

A. What are the main components of the Service Now graphical user interface (GUI) ? A.Application Navigator, Banner, Power Edge and Content Frame. B.Application List, Report Gauge frame, Power Bar and Details pane C.Application Navigator, News Content Frame, List pane and Information Structure. D.Navigation Bar, Report Gauge frame, Power Bar and News Content Block.

Answer 134

A.Application Navigator, Banner, Power Edge and Content Frame.

Question 135

What are the main tools you can use to automate ServiceNow ? A.UI policy B.data policies C.ui actions D.System properties E.Lists, global text search, navigation filter, live feed

Answer 135

A.UI policy B.data policies C.ui actions

Question 136

The MID Server initiates all communications with the ServiceNow instance. This communication is saved as records in ____ . FIll in the blank with the correct option. A.Transactions B.Import Queue C.Staging Table D.ECC Queue

Answer 136

D.ECC Queue

Question 137

In SLA, what attribute controls what is calculated as hours in a work day, # of work week days ? A.Schedule B.Type C.Duration

Answer 137

A.Schedule

Question 137

ServiceNow Virtual Agent provides assistance with a messaging interface. Which capability allows end users to configure Virtual Agent to intercept and help resolve submitted tickets ? A.Incident Auto-Resolution B.Ticket resolver C.Virtual Agent helper D.Web Intelligence

Answer 137

A.Incident Auto-Resolution

Question 138

From the below, choose all the possible ways by which a Service Catalog workflow be attached ? A.Through Transform map B.Automatically on condition C.Manually on catalog item form

Answer 138

B.Automatically on condition C.Manually on catalog item form

Question 139

When designing a relationship between 2 configuration items, which of the following roles will the base CI take? A.The base CI can be the parent or child CI depending on the relationship nature B.The relationship doesn‘t involve parent-child roles C.The base CI will be the parent CI D.The base CI will be the child CI

Answer 139

A.The base CI can be the parent or child CI depending on the relationship nature

Question 140

What happens when you change the order of columns using the Column Context Menu > Configure > List Layout? A.The order of columns for this list changes for all users B.The order of columns for this list changes only for the logged-in user C.The order of columns for this list changes for all users except the users who personalized the list D.None of the listed answers

Answer 140

A.The order of columns for this list changes for all users

Question 141

What are examples of Core tables in the ServiceNow platform? A.Configuration, Connect, Chat B.Work, Caller, Timecard C.Team, Party, Awards D.User, Task, Incident

Answer 141

D.User, Task, Incident

Question 142

Which application is used primarily to load data into ServiceNow? A.Import Hub B.Import Management C.System Import Sets D.Import Set

Answer 142

C.System Import Sets

Question 143

onCellEdit client script is executed when? A.Any field is modified B.A particular field is modified on Form C.A particular field is modified on List

Answer 143

C.A particular field is modified on List

Question 143

Your customer wants to update a notification, so it is sent to the Caller, and also to the Manager of the Caller. How would you approach this requirement? A.Set Who will receive to Subscribable B.On the Send to tab, add Caller field, dot walk to Caller’s Manager to add Manager C.Create workflow and include a notification in the workflow D.On Who will receive tab, select Copy Manager check box E.On Who will receive tab, add Caller field, dot walk to Caller’s Manager to add Manager

Answer 143

E.On Who will receive tab, add Caller field, dot walk to Caller’s Manager to add Manager

Question 144

What is an ACL defined and applied to? A.Specific Table User B.Specific user on a CI C.Specific group of users D.Specific Role or user

Answer 144

D.Specific Role or user

Question 145

What are the different life cycle states of a workflow ? Select all that apply. HINT : Expected answers are states and not stages A.Waiting for approval B.Published C.Fulfilment D.Delivery E.Checked Out F.Unpublished

Answer 145

B.Published E.Checked Out F.Unpublished

Question 146

When importing data from a spreadsheet, which step defines where the incoming data columns will be written in the receiving table? A.Schedule Transform B.Select Data Source C.Field Mapping D.Load Data E.Create Transform Map

Answer 146

E.Create Transform Map

Question 147

Which fields can be configured in reporting to perform arithmetic, coalesce, concatenation and length ? A.Calculation fields B.Sourcing fields C.Function fields

Answer 147

C.Function fields

Question 148

How can administrators personalize access to applications and modules for users and groups in the Platform to complete their work more efficiently? (Select 3) A.Create homepages and dashboards and assign specific work to users and groups B.Create a workspace with links to access the applications and modules C.Configure a custom menu D.Configure sidebars with links, specific to users and groups E.Enable the user preference to specify the page that appears when they log in to the Next Experience user interface

Answer 148

A.Create homepages and dashboards and assign specific work to users and groups B.Create a workspace with links to access the applications and modules C.Configure a custom menu

Question 149

What are examples of UI Actions, relating to Lists? (Select four responses) A.List Buttons B.List Context menu C.List Links D.List Choices E.List Control F.List Override

Answer 149

A.List Buttons B.List Context menu C.List Links D.List Choices

Question 150

What are the main components of the form design interface? A.field layouts B.page header C.field navigator D.field picker E.form layout

Answer 150

B.page header C.field navigator E.form layout

Question 151

What attributes can you manage using System Properties > Basic Configuration UI16? 5 a. Browser tab title b. Module text color c. Preferred browser d. Base theme e. Font style f. Animation style g. Header background color h. Banner Image

Answer 151

a. Browser tab title b. Module text color d. Base theme g. Header background color h. Banner Image

Question 152

Which of the following are not included in an Update Set, by default? (Choose four.) a. Homepages b. Data c. Published Workflows d. Business Rules e. Schedules f. Database Changes g. Related Lists h. Report Definitions i. Scheduled Jobs j. Client Scripts k. Views

Answer 152

a. Homepages b. Data e. Schedules i. Scheduled Jobs