CSA Flashcards

Question

Which statement is true about business rules? A. A business rule must run before a database action occurs B. A business rule can be a piece of Javascript C. A business rule must not run before a database action occurs D. A business rule monitors fields on a form

Answer 1

B. A business rule can be a piece of Javascript

Answer 2

A. onSubmit B. onCellEdit D. onLoad F. onChange

Answer 3

A. Base Tables

Answer 4

A. Connect Chat

Answer 5

A.Service Processes C. Tables and Fields D. A Database E. The Dependency View --C. Tables and Fields, D. A Database, and E. The Dependency View are concepts that are associated with the ServiceNow CMDB. Additionally, A. Service Processes may also be associated with the CMDB, as it can be used to track and manage the configuration of IT services and the underlying infrastructure that supports them. However, B. User Permissions are not directly associated with the CMDB, but rather with the ServiceNow platform as a whole, as they govern access to various features and functions within the system.

Answer 6

B. A formatter is a form element used to display information that is not a field in the record. In ServiceNow, a formatter is a form element that allows you to display information that is not a field in the record. For example, you might use a formatter to display a link to a related record, or to show a chart or graph based on data in the record. Formatters can be configured to display different types of content based on the value of a field in the record, and they can be customized using HTML, CSS, and JavaScript to provide a more customized look and feel.

Answer 7

A. Names of Applications and Modules B. Names of Modules C. Names of Applications D. Favorites Can be returned when searching using the App Navigator search field in ServiceNow. The App Navigator search field allows users to search for specific applications, modules, and favorites within the ServiceNow platform. In addition to returning the names of applications and modules, it can also return the names of individual modules, as well as any favorites that have been saved by the user. However, E. History Records and F. Titles of Dashboard Gauges are not typically returned in the search results from the App Navigator search field.

Answer 8

C. Dot-Walking

Answer 9

D. A schema map displays the details of tables and their relationships in a visual manner, allowing administrators to view and easily access different parts of the database schema

Answer 10

A. An Update Set allows administrators to group a series of changes into a named set and then move this set as a unit to other systems

Answer 11

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

Answer 12

A. Testing and visibility

Answer 13

B. The definition for each table and column

Answer 14

B. Insert creates a new record and Update saves changes, both exit the form

Answer 15

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

Answer 16

A Dictionary Override in ServiceNow is a customization that allows a developer to modify a field or table definition from an inherited dictionary without modifying the original definition. This enables the customization to be maintained when the base system is upgraded or when new application scopes are created. Therefore, the correct answer is D. A Dictionary Override sets field properties in extended tables. The other options are not correct.

Answer 17

The group of permissions that is used to control application and module access in ServiceNow is called "Roles". Roles define a set of permissions that can be assigned to users, groups, or other roles. These permissions control what actions can be performed on records, as well as what applications and modules can be accessed. Therefore, the correct answer is C. Roles are used to control application and module access. The other options are not correct.

Answer 18

A Record Producer is a type of Catalog Item in ServiceNow that allows users to create task-based records directly from the Service Catalog. It is designed to streamline the process of creating new records by providing a simple and intuitive interface for users to enter data. Therefore, the correct answer is D. A Record Producer is a type of Catalog Item that allows users to create task-based records from the Service Catalog. The other options are not correct.

Answer 19

A. They direct the user to a record producer

Answer 20

The correct answer is C. The Import Set table is a staging area for importing data into ServiceNow. It is used to hold data that has been imported but has not yet been transformed or loaded into the target table. The Import Set table is typically a temporary table used during data loading and allows data to be cleansed, transformed, and validated before being loaded into the target table. Once the data has been transformed and validated, it can be moved into the target table using a transform map.+

Answer 21

D. An existing Transform Map can be used multiple times on the same import set. Explanation: An existing Transform Map can be used multiple times on the same Import Set. Transform Maps are used to map and transform data from an Import Set table to the target table. They can be reused for multiple Import Sets if the same mapping is required. Coalesce fields are used to match the incoming data to existing records in the target table. Import Sets are typically managed by administrators or users with the appropriate roles and permissions.

Answer 22

B. Maintain Items

Answer 23

C. List Editor

Answer 24

D. Multiple Choice, Select Box, and Checkbox

Answer 25

A. Workflows are moved using Update Sets

Answer 26

Answer A is correct, as it accurately lists the components that are included in the baseline Service Catalog homepage. The homepage typically includes links to Record Producers, Order Guides, and Catalog Items.

Answer 27

The correct answer is C. When a new table is created by extending another table, the new table inherits all of the fields of the parent table and can also contain new fields unique to itself. The new table can also inherit other properties of the parent table such as indexes, relationships, dictionary attributes, etc. Additionally, any Access Control rules, Client Scripts, and UI Policies of the parent table are inherited by the child table. However, any changes made to the parent table do not affect the child table unless they are specifically inherited by the child table.

Answer 28

Admins can check which release is running on a ServiceNow instance by navigating to the "Stats" module and selecting "System Stats". The version number of the instance will be displayed in the upper-right corner of the page, next to the instance name.

Answer 29

A. Published

Answer 30

C. Virtual Agent

Answer 31

D. To present related records. A Related List displays a list of records that are related to the current record. It is a way to present and access related records that are linked by a reference field or a relationship table. For example, on an Incident form, a Related List can show a list of Tasks associated with that Incident.

Answer 32

The correct statement is: "A Service Catalog flow is used to drive complex fulfillment processes and sends notifications to defined users or groups". A Service Catalog flow is a sequence of tasks that guides the user through the fulfillment process of a Service Catalog item. It can include tasks, approvals, notifications, and other types of interactions. It is used to automate complex and multi-step fulfillment processes and ensure that all the necessary actions are completed in the correct order. The flow can also send notifications to defined users or groups at various stages of the process.

Answer 33

The valid ServiceNow User Authentication Methods are: B. Local database C. LDAP D. SSO Therefore, the correct answer is: B. Local database, C. LDAP, and D. SSO.

Answer 34

A. Roles B. Conditional Expressions D. Scripts

Answer 35

B. Banner frame

Answer 36

C. Assign a name, set visibility, and save

Answer 37

D. Incident > Assigned to me

Answer 38

The correct answer is C. Tags are used to categorize, flag, and locate records in ServiceNow. Users can apply tags to records to help classify them for easier searching and identification.

Answer 39

A. Template

Answer 40

The correct answer is B. In ServiceNow, a group is defined as a set of users who share some common traits or characteristics. These groups are stored in the Group [sys_user_group] table, and they can be used to control access to specific parts of the system. Each group has its own set of permissions and roles, which determine what the group members can and cannot do within the system.

Answer 41

C. A role is one record in the Role [sys_user_role] table

Answer 42

B. A Notification is a tool for alerting users that events that concern them have occurred. Notifications can be sent via email, SMS, push notification, or in-app notifications, and they are triggered by various events or workflows in the ServiceNow platform.

Answer 43

The correct answer is C. Feature. There are three types of Visual Task Boards in ServiceNow - Flexible, Freeform, and Guided boards.

Answer 44

The best practices regarding users/groups/roles are: C. You should add users to groups. D. You should assign roles to groups. It is recommended to assign roles to groups instead of individual users to make it easier to manage access permissions. By adding users to groups, you can ensure that they inherit the roles assigned to that group. This makes it easier to maintain access permissions and ensure consistency across the organization.

Answer 45

The correct answers are A and B. Events in ServiceNow can be generated by different actions that occur in the system. Two common ways to generate events are: A. Business Rule: A business rule is a server-side script that runs when a record is displayed, inserted, updated, or deleted, or when a table is queried. A business rule can generate an event when specific conditions are met. B. Workflow: A workflow is a series of activities (such as approvals, tasks, and notifications) that automate a process. Workflows can be triggered by events such as record creation, record update, or a timer. When a workflow activity generates an event, other workflows, notifications, or scripts can be triggered based on that event.

Answer 46

A. Task [task]

Answer 47

The correct answer is B. A column is one field and a record is one row. In a table, each column represents a specific type of data, while each row represents a single instance of that data. Each cell in the table represents the intersection of a specific column and row, containing a single value or field.

Answer 48

A. Unique 32-character identifier that is assigned to every record in ServiceNow.

Answer 49

The table name that is automatically assigned by the platform when creating a global custom table named `abc` is `u_abc`. Therefore, the correct answer is C.

Answer 50

B. For a specific row, column, or table

Answer 51

The primary application used to load data into ServiceNow is C. System Import Sets.

Answer 52

The correct answer is D. The following steps can be used to import new data into ServiceNow from a spreadsheet: 1. Open the target table and select Import Set > Load Data. 2. Choose the file to import and map the fields in the import set table to fields in the target table. 3. Create or select a transform map to define how the data in the import set should be transformed to fit the target table. 4. Run the transform to apply the transform map and import the data into the target table. OR D??

Answer 53

A. CI Relationship Editor

Answer 54

The correct answer is C. Data Policies run regardless of how data is entered into ServiceNow, while UI Policies are used for form interactions. UI Policies control the behavior of form fields, such as making them mandatory or read-only based on certain conditions. They are used to customize the user interface and make it more intuitive. Data Policies, on the other hand, are used to enforce data consistency and integrity by controlling what data can be entered, updated or deleted in a table. They are used to ensure that data conforms to certain standards, such as formatting, data type or length, regardless of how it is entered into ServiceNow.

Answer 55

D. Changes made to: table, forms, views, and fields

Answer 56

D. Verify Update Set is Complete, Retrieve, Preview, Commit

Answer 57

B. a spoke

Answer 58

D. Application Scope

Answer 59

C. If a row level rule and a field level rule exist, both rules must be true before an operation is allowed

Answer 60

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

Answer 61

A. Maintain Items Explanation System Administrator navigates to Maintain Items to edit a catalogue item. Configure catalogue items using the Service Catalogue in the platform UI by navigating to Service Catalog > Catalog Definitions > Maintain Items.

Answer 62

A. System Properties > Basic Configuration UI16 B. Guided Setup > ITSM Guided Setup Explanation Navigate to System Properties > Basic Configuration UI16 or use the Guided setup for your application to update the branding for the Now Platform user interface.

Answer 63

D. Service Level Agreements Explanation Service Level Agreements can track the amount of time a task has been open to ensure that tasks are completed within an allotted time. Approvals can be generated to a list of Approvers, either manually or automatically, according to approval rules. Approvals can be incorporated into workflows or can stand alone. Assignment rules can automatically assign tasks to users or groups, ensuring that the most appropriate team members handle tasks. Inactivity monitors ensure that tasks do not fall by the wayside by notifying users when tasks have been untouched for a predefined period of time.

Answer 64

B. Recassification restriction rules Explanation During the Identification and Reconciliation Engine (IRE) CI identification process, a CI might need to be reclassified to a different sys_class_name type. By default, CIs are reclassified automatically. If automatic reclassification is disabled, then the CI is not reclassified, and the system generates a reclassification task for your review. If a CI needs to be reclassified during the IRE processing of a payload (downgrade or switch class), IRE checks reclassification restriction rules. If any reclassification restriction rule applies to the current CI reclassification, IRE processes the CI properties update but skips the CI reclassification. IRE output provides specific details about any processing related to reclassification restriction rules. You can configure IRE to apply or skip reclassification restriction rules by setting the glide.identification_engine.reclassification_restriction_rules_enabled system property. Use the skipReclassificationRestrictionRules payload flag in an IRE payload to prevent the application of active reclassification restriction rules. Note: CI reclassification is possible only between two classes that have identical identification rules.

Answer 65

B. The field will appear to be editable, but the update will fail Explanation When applying a data policy to the list view to make a field read-only, the field will appear editable, but the update will fail. Data policies enable you to enforce data consistency by setting mandatory and read-only states for fields.

Answer 66

A. Form Context Menu Explanation The Form Context Menu provides options related to viewing configuring, creating favourites and saving form data. The form context menu provides controls based on the table and user access rights. Administrators can customise some of the options available on a context menu using UI actions. Access the form context menu by clicking an icon beside the form title or by right-clicking the form header.

Answer 67

A. Leave a comment on the article B. Mark the article as helpful or not helpful D. Give a 1-5 star raiting Explanation An end-user can leave feedback about an article by giving a 1-5 star, marking the article as helpful or not helpful and leaving a comment on it. Here are the UI components and their description: Helpful?: Provide feedback on an article by marking it as helpful or not. View a percentage value of how many other users found the article helpful. Rate this article: Rate a knowledge article. Click here to comment to this article: Add a comment to an article.

Answer 68

C. Most Useful Explanation The Most Useful item in the Knowledge Management Service Portal displays articles with the highest percentage of users, marking them helpful. The homepage displays links to the featured, most viewed, and most useful articles using several widgets. The featured articles are displayed based on the keywords associated with the articles. Most viewed and most useful articles are displayed based on the articles' highest view and use count.

Answer 69

A. Guided Explanation Guided boards can be created from a list and use the values of a specified field (e.g. State) as lanes. Tasks in the list are updated when cards are edited or change lanes on the Visual Task Board. Flexible boards are also created from a list, but lane changes do not update underlying task data. Freeform boards can act as your personal organizer to manage individual tasks of any kind. Lane changes do not update underlying task data.

Answer 70

D. Wildcard Characters Explanation Wildcard characters can be used to help narrow down search results in ServiceNow. Wildcard characters allow searching for patterns and variations. To perform a single-character wildcard search, use the per cent sign (%) character. This wildcard finds words that contain any one character in place of the per cent sign character. For example, to find words such as text or test, search for te%t To perform a multiple-character wildcard search, use the asterisk (*) character. This wildcard finds words that contain zero or more characters in place of the asterisk character. For example, to find words such as planned or placed, search for: pl*d

Answer 71

A. Create B. Delete D. Write F. Read Explanation When a custom table is created, the system creates four access control rules by default: create, delete, read, write.

Answer 72

B. Default Content Explanation Use the default content for a notification that doesn't have a content provider or if some of the information in the content created for a provider is not available. Both shared content and provider content can be default content. You can provide common notification content so that different notification channels can use the same generic content.

Answer 73

C. Filter Navigator Explanation The application navigator, or left navigation bar, provides access to all applications and the modules they contain, enabling users to find information and services quickly. You would use the 'Filter Navigator' on the application navigator to see which Applications and Modules contain a keyword such as ‘Service’.

Answer 74

B. REST C. LDAP D. OIDC Explanation ServiceNow can import data from the following external data source types when a valid transform map is available: JDBC, LDAP, OIDC, REST (IntegrationHub) and Custom (Load by Script). Data sources are used to create an import set to be processed, if necessary, before being mapped onto a production table. JSON and CSV are the different file formats for data import, but they are not the external data source types.

Answer 75

C. Application Menu with the same name as the table label D. Module with the plural of the table label Explanation When you create a new table, an Application Menu with the same name as the table Label and a Module with the plural of the table Label is created by default.

Answer 76

C. Application-based D. Schedule-based E. Record-based Explanation The trigger specifies the conditions that start running the flow. When the trigger conditions are met, the system starts running the flow. Flow Designer triggers can be record-based, schedule-based, or application-based.

Answer 77

A. Email B. SMS E. Meeting invitation Explanation Notifications on the Now Platform occur through emails, SMS and meeting invitations. You can select the type of notification you are creating: EMAIL or Meeting Invitation. An email notification can also be sent as an SMS notification if the recipient has subscribed to the notification on an SMS channel. The system uses the subject line of the email notification and converts it to an SMS message

Answer 78

B. Guided Application Creator Explanation The Guided Application Creator can be used to begin the creation of an application. Guided Application Creator is the new way to set up applications on the Now Platform. You can set up an application and use it right away. A developer can add more functions later. Setting up an application in the Guided Application Creator involves: * Creating an application record * Defining user roles * Designating data tables * Designing the application for different user experiences You can also use Guided Application Creator to create an application record and then configure it in Studio later.

Answer 79

B. As data pills in the data panel Explanation You can create variables, similar to Workflow scratchpad variables, that you can use and modify directly in your flow. You can access local flow variables as data pills directly in the Data panel. You can create variables with the Flow Variables option on the More Actions menu. You can create several variables at a time by choosing a name and data type for each one. Flow variables appear as data pills in the Flow Variables section of the Data panel.

Answer 80

D. Relationship Sources [sys_rel_source] Explanation Non-dependent relationships are not used for CI identification, and therefore can be deleted if no longer needed. CMDB tracks source information for non-dependent relationships, such as the source name and last scanned time, in the Relationship Sources [sys_rel_source] table. You can use the Information in that table to decide whether it is safe to delete a non-dependent relationship. For example, a discovery source that is attempting to delete a non-dependent relationship can confirm the following: * There are no other data sources for that relationship. * The relationship was not updated for some specified length of time and therefore is no longer needed and is safe to delete. Dependent relationships are used for CI identification. Therefore they should not be directly deleted, and they are not tracked.

Answer 81

D. Configure Explanation You can define the report grouping under the Configure tab. You can choose colours, title and chart properties under the Style tab. You can select the visualisation format under the Type tab. You can enter a Report name, Source type, table, or data source under the Data tab.

Answer 82

A. Knowledge Management Explanation Knowledge management provides a centralised location for creating, categorising, viewing, and governing information related to the flow of work through ServiceNow. The ServiceNow Knowledge Management (KM) application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution.

Answer 83

D. Determine specific CI information required to support capabilities and build organizational buy-in

Answer 84

D. Determine specific CI information required to support capabilities and build organizational buy-in Explanation You will need to involve the right stakeholders to determine the specific CI information required to support these capabilities and build organisational buy-in. This stakeholder group should include the process owner, process manager, and other subject matter experts for each of the processes.

Answer 85

A. To grant the admin role to a user, the granting user must also have the admin role B. Non-Admin users cannot add a user to a group that contains the admin role C. A user with only the admin role accont grant the security_admin role to other users. Explanation Non-admin users cannot add a user to a group that contains the admin role. A user with only the admin role cannot grant the security_admin role to other users. To grant the admin role to a user, the granting user must also have the admin role. A user with only the user_admin role cannot grant the admin role to other users. To grant the security_admin role to a user, the granting user must also have the admin role and elevate the security_admin role before granting the security_admin role to other users.

Answer 86

C. sys_popup Explanation On forms, the reference icon (i) appears by populated reference fields. Clicking the icon opens a read-only preview of the referenced record. Use a table's sys_popup form view to configure the pop-up form fields that appear when pointing to a reference icon. If the table has no sys_popup view, the pop-up uses the default view. Note: When using a reference icon in Service Portal, a form opens using the form's default view rather than a popup view.

Answer 87

C. The impersonation option is not visible in the mobile view of the platform. D. Users with impersonator role cannot impersonate admin users. Explanation Administrators can impersonate other authenticated users for testing purposes and view impersonation logs. The impersonation option is not visible in the mobile view of the platform. When impersonating another user, the administrator can access exactly what that user can access in the system. Users with the impersonator role cannot impersonate users with the admin role.

Answer 88

A. Duplicate an action or subflow within a flow C. Test a flow, subflow or action in the background D. Define when the flow is performed Explanation With Flow Designer, you can look up and delete multiple existing records as a single action, duplicate an action or subflow within a flow and test a flow, subflow, or action in the background. 'Delete Multiple Records step' allows you to look up and delete multiple existing records as a single action. Using this action removes the need to separately look up a list of records and then delete the list with For Each flow logic. Use the 'Run test in background' option to test a flow, subflow, or action asynchronously in the background. Testing a flow bypasses the flow trigger conditions to run it with sample data, which you provide—for example, testing a flow with a record 'Created' trigger causes the system to act as if the selected record was created. Please note that with Flow Designer, you cannot define when the flow is performed.

Answer 89

C. Now Platform UI Explanation The primary way to interact with applications and data in a ServiceNow instance is through the classic Now Platform UI.

Answer 90

A. Who will receive D. When to send E. What it will contain Explanation 'When to send', 'Who will receive' and 'What it will contain' are the 3 main sections when configuring an email notification. Use the following tabs in the Notification form to configure an email notification: * When to send: Conditions required to send the notification. * Who will receive: Recipients of the notification. * What it will contain: Contents of the notification. * What Digest will contain: Contents of the email digest if the notification can be delivered in a digest.

Answer 91

C. Configuration Item [cmdb_ci] Explanation Configuration Item [cmdb_ci] table stores the basic attributes of all the configuration items. Base Configuration Item [cmdb] is the base CMDB table for non-IT CIs. CI Relationship [cmdb_rel_ci] contains CI relationship data. Configuration File [cmdb_ci_config_file] is one of the CI types.

Answer 92

A. UI Policy Action Explanation Configure a UI policy action to instruct fields how to behave on a form when a UI policy is triggered.

Answer 93

A. A Requested item (RITM) record C. One or more Service Catalog Task (SCTASK) records E. A Request (REQ) record Explanation A Request (REQ) record, a Requested Item (RITM) record and one or more Service Catalog Task (SCTASK) records are created when an order is placed for a catalogue item.

Answer 94

B. Workflow C. Flow Explanation Flow and Workflow are the two options to define the fulfilment process for a service catalogue item.

Answer 95

B. Bar Chart D. Pie Chart Explanation You can create reports right from a list. Just right-click a column label to generate a bar chart or a pie chart report. Report data is grouped by the column you click. If the list was filtered, the report only includes the filtered data.

Answer 96

B. Self-Service Explanation Self-Service is available to all users in ServiceNow. The Self-Service application gives supported end-users a clean, simple front end to their IT support organisation. By default, the Self-Service application provides access to common actions, such as viewing your homepage, accessing the Service Catalog, viewing knowledge articles, working with incidents, and taking surveys.

Answer 97

A. Extended by C. Extending E. Referencing F. Referenced by Explanation The 4 different Schema relationship types supported for tables are: Referenced by, Referencing, Extended by and Extending.

Answer 98

A. Extended by C. Extending E. Referencing F. Referenced by Explanation The 4 different Schema relationship types supported for tables are: Referenced by, Referencing, Extended by and Extending.

Answer 99

A. OnCellEdit() C. OnLoad() D. OnSubmit() F. OnChange() Explanation The different types of Client Scripts that are supported in ServiceNow are: OnLoad(), OnChange(), OnSubmit() and OnCellEdit(). onLoad(): runs when the system first renders the form and before users can enter data. Typically, onLoad() client scripts perform client-side-manipulation of the current form or set default record values. onSubmit(): runs when a form is submitted. Typically, onSubmit() scripts validate things on the form and ensure that the submission makes sense. An onSubmit() client script can cancel form submission by returning a value of false. onChange(): runs when a particular field value changes on the form. The onChange() client script must specify these parameters. onCellEdit(): runs when the list editor changes a cell value. The onCellEdit() client script must specify these parameters.

Answer 100

D. IntegrationHub Explanation Use IntegrationHub to extend the Flow Designer to call 3rd party systems such as automating Microsoft Services and infrastructure using PowerShell and REST. Use custom actions to delegate Flow Designer processes to a MID Server in your network. For example, actions that use the PowerShell step or REST step.

Answer 101

B. Attachment Explanation When submitting a catalogue item request, you can upload an attachment for a question of the item defined as a variable with the Attachment type. After you upload the attachment, you can also download, update, and delete it. Even when fulfilling the request, you can download, update, and delete the attachment in a requested item or catalogue task. You can specify restrictions for file size and extensions using the max_file_size and allowed_extensions variable attributes.

Answer 102

A. Answering FAQ's B. Providing how-to information C. Performing diagnosis Explanation Typical Tier 2 support tasks that virtual agents can perform include: * Answering FAQs * Providing tutorial ('how to') information * Querying or updating records, for example, to get status on cases or incidents * Gathering data, such as attachments, for the live agent * Performing diagnostics * Resolving multi-step problems Automating these support tasks with a virtual agent frees your support agents to focus on more complex user issues and enables you to scale your support organisation accordingly. Virtual Agent does not provide translation services and is not used to translate languages.

Answer 103

B. Database Rotatios C. Data Archiving D. Many to Many task relations Explanation Data archiving, Database Rotations, and Many to Many task relations are the 3 Data Management Plugins. Schema map, Data dictionary table and Table cleaner are the tools that can help manage data within the instance. * Data archiving: Provides the ability to archive records to minimise performance issues. * Database Rotations: Provides tools for managing large tables to minimise performance issues. * Many to Many task relations: Provides the ability to define many-to-many relationships between task tables.

Answer 104

B. view_changer Explanation Users with the ‘view_changer’ role can switch their form view. ‘task_editor’ can edit protected task fields. ‘personalize_form’ can personalise forms, and ‘service_viewer’ provides access to read all services and offerings. Switching views submits the form, which saves all changes and triggers any onSubmit client scripts that apply. You cannot switch form views on a new form that has not been saved yet. When a user switches views, the selected view is saved as a user preference, so the user sees the same view by default when the form opens. To switch between form views, click the context menu at the left side of the form header, and then select Views > [Desired View]:

Answer 105

D. Business Rule Explanation A business rule is a server-side script that runs when a record is displayed, inserted, updated, or deleted or when a table is queried. Use business rules to accomplish tasks like automatically changing values in form fields when certain conditions are met or to create events for email notifications and script actions.

Answer 106

A. Owner B. Support group C. Contact Explanation The CMDB is the authoritative source of some information, including Support group, Contact and Owner. The CMDB is not the authoritative source of all information, such as Contents of all server and application configuration files and server log files.

Answer 107

A. User menu Explanation The User menu in the Banner frame is selected to impersonate another user. Role required: impersonator. Procedure to impersonate a user in UI16: 1) In the banner frame, click your user name to open the user menu. 2) Select the Impersonate User. The Impersonate User dialogue box appears. 3) Select a user from the Recent Impersonations list or enter a different user's name in the user selection field. 4) To return to your original login, follow these same steps, then select your name from the list or terminate impersonation.

Answer 108

B. List column context menu D. List title menu E. List fields context menu Explanation Context menus (also called right-click menus) provide three different levels of the list control. Three different list control levels are 'list title menu', 'list column context menu' and 'list fields context menu'. List description menu and list filter context menus do not exist on the platform.

Answer 109

B. Select Embedded PNG Explanation You can select Embedded PNG to embed the report visualisation in the body of the email. Large images are scaled to fit the email.

Answer 110

C. admin D. role_delegator Explanation By default, the following roles cannot be delegated: admin, public, nobody and role_delegator (a user with the role_delegator role cannot delegate this role to other group members).

Answer 111

A. Common Services Data Model (CSDM) The CSDM is a standardized and shared set of service-related definitions across ServiceNow products and platforms. It enables and supports true service level reporting by providing a common framework for organizing and categorizing data related to services. It allows for consistent and unified reporting across different ServiceNow applications and modules.

Answer 112

D. The manager is not a member of the Network and Hardware groups. The Service Desk > My Groups Work list displays tasks that are assigned to the groups the manager belongs to. Since the manager is responsible for the Network and Hardware assignment groups, they need to be a member of those groups to see the tasks assigned to them.

Answer 113

Before using an Application-based trigger in a flow, you need to do the following: C. Activate application spoke, and plug-ins as needed To enable an Application-based trigger, you need to activate the application spoke, which is the integration point for that particular application. Additionally, you may need to activate any required plug-ins associated with the application to ensure its functionality is available.

Answer 114

A. Now Mobile Apps D. Service Portals E. Now Platform® User Interfaces These three options represent different interfaces available in the ServiceNow platform: Now Mobile Apps provide mobile access to ServiceNow features and functionalities. Service Portals offer a self-service portal for users to access and interact with various services and information. Now Platform® User Interfaces refer to the standard user interfaces provided by the ServiceNow platform, including the web-based interface for administrators, developers, and end-users.

Answer 115

B. Data E. Schedules I. Scheduled Jobs F. Database changes

Answer 116

B. Right click on form header, select Configure > Form Layout C. Click on context menu, select Configure > Form Designer Option B allows you to access the form layout configuration by right-clicking on the form header and selecting the appropriate option. From there, you can add a field to the form. Option C provides access to the Form Designer through the context menu. With the Form Designer, you can customize the form layout, including adding new fields to the form.

Answer 117

A. Common Service Data Model (CSDM) The Common Service Data Model (CSDM) in ServiceNow is a framework that ensures the data in your ServiceNow application maps correctly to the appropriate CMDB tables. It provides a standardized and shared set of service-related definitions across ServiceNow products and platform. The CSDM helps in organizing and categorizing data related to services, ensuring accurate mapping and alignment with CMDB tables.

Answer 118

D. Plugin A plugin in ServiceNow is a self-contained package that provides additional applications, features, or functionality. Plugins allow you to extend the capabilities of the ServiceNow platform without modifying the underlying code. By activating a plugin, you enable the associated application or functionality within your instance.

Answer 119

B. Create Catalog Item and use the Not Available list to specify the Manager Group

Answer 120

A. Update Sets

Answer 121

B. Table E. Script to run H. Timing I. Condition to evaluate

Answer 122

B. Service Level Agreements

Answer 123

D. Apply filter, right click on column header, select Bar Chart

Answer 124

B. Automatic Mapping When the field names on the import set match the field names on the target table, ServiceNow's Automatic Mapping feature can be used. It automatically maps the fields from the import set to the corresponding fields on the target table based on the field names. This saves time and effort by eliminating the need for manual field mapping. Option A (Schema Mapping) is not the correct option in this scenario. Schema Mapping is used when the field names on the import set do not match the field names on the target table, and you need to manually map the fields. Option C (Mapping Assist) and Option D (Mapping Dashboard) are not the correct options either. These terms are not standard features or utilities in ServiceNow for mapping fields during the import process.

Answer 125

A. Knowledge In ServiceNow, the Knowledge interface provides access to a knowledge base where internal IT documentation, articles, troubleshooting scripts, FAQs, and other relevant information are stored. It serves as a centralized repository for capturing and sharing knowledge within an organization. IT employees can search and browse through the Knowledge interface to find the information they need for troubleshooting, reference, or self-service support.

Answer 126

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

Answer 127

A. System Properties > Security E. System Security > Access Control (ACL) G. System Security > High Security Settings

Answer 128

A. Make sure the latest flows are activated. C. Impersonate the requester to ensure the form works. D. Make sure the requester's user record has a manager specified. A. Make sure the latest flows are activated: It is important to ensure that the approval flows associated with the catalog item are activated and up to date. This ensures that the correct approval processes and notifications are triggered during testing. C. Impersonate the requester to ensure the form works: Impersonating the requester allows you to test the catalog item form from the perspective of the actual requester. This helps ensure that the form functions correctly and captures all the necessary information. D. Make sure the requester's user record has a manager specified: To accurately simulate the approval flow, it is crucial to ensure that the requester's user record is configured with a manager assigned. This allows the approval process to follow the correct hierarchy and route the approval request to the designated manager.

Answer 129

E. UI Policy

Answer 130

C. Object and Operation being secured; Permissions required to access the object

Answer 131

C. Application

Answer 132

C. Configuration item A configuration item (CI) is any component that needs to be managed in order to deliver services. It can be a hardware device, software application, documentation, or any other item that is part of the configuration of an IT service. CIs are typically tracked and managed in a Configuration Management Database (CMDB) to ensure accurate and up-to-date information about the configuration of IT services and their associated components.

Answer 133

B. Add the Department Manager group to the catalog item's user criteria The method to fulfill the requirement of making the service catalog item visible only to managers inside the HR Department is to add the Department Manager group to the catalog item's user criteria. By adding the Department Manager group to the user criteria of the catalog item, you ensure that only users belonging to that group, who are managers within the HR Department, will be able to see and access the catalog item.

Answer 134

A. Define the first condition; click AND button; define second condition; click Run

Answer 135

E. incident.major_incident In Access Control rules, the object name is constructed by concatenating the table name and the field name using a dot notation. Therefore, to refer to the Major Incident field in the Incident table, the object name would be "incident.major_incident". This specifies that the rule applies to the Major Incident field within the Incident table.

Answer 136

B. Create one Catalog Item for Event Room Set Up; then publish to both Catalogs. By creating a single catalog item for event room set up and publishing it to both the HR and Facilities service catalogs, you can provide a centralized solution that can be accessed by both departments. This approach allows for consistent request and fulfillment processes while catering to the needs of both HR Onboarding coordinators and any employee in the company who requires room set up services. Using one catalog item simplifies maintenance and ensures that any updates or changes to the form or task routing will be reflected in both catalogs. It also avoids duplicating efforts and allows for better visibility and management of the service.

Answer 137

B. Log out and back in After finishing your work on High Security Settings, the recommended step to return to normal admin security levels is to log out of the system and then log back in. This ensures that any temporary elevated privileges or settings associated with the High Security Settings are reverted back to the default admin security levels. By logging out and back in, you start a fresh session with the regular admin security settings, allowing you to continue working with the normal access levels and permissions.

Answer 138

A. Reference The type of field that allows you to look up values from one other table in ServiceNow is called a Reference field. A Reference field provides a way to establish relationships between tables by referencing a record in another table. When configuring a Reference field, you specify the table that you want to reference, and the field allows users to search and select values from that referenced table. This enables you to establish relationships and link records between different tables, providing a way to retrieve and display related information.

Answer 139

A. Process Automation > Flow Designer To create a new automation of business logic such as approvals, tasks, and notifications in ServiceNow, you would use the "Process Automation > Flow Designer" module. Flow Designer is a powerful visual tool that allows you to design and create workflows, automate processes, and define the logic and steps involved in various business processes. With Flow Designer, you can create custom flows by connecting activities, conditions, approvals, tasks, and notifications in a graphical interface. It provides a user-friendly way to define the flow of actions and decision points in a process, enabling you to automate and streamline business logic effectively.

Answer 140

E. Reports > Create New

Answer 141

A. Retrieve, Preview, Commit

Answer 142

A. Run Transform

Answer 143

A. On list Context Menu, select Group By > Category E. On the Category column title, click Context menu > Group By Category

Answer 144

C. Connect Chat

Answer 145

C. Cannot Contribute

Answer 146

A. List Editor E. Update Selected Action

Answer 147

B. Knowledge Contributors D. Knowledge Managers

Answer 148

E. Connect Chat

Answer 149

A. Tables & Columns B. Dictionary.

Answer 150

C. Record-based trigger

Answer 151

B. True/False

Answer 152

B. Self Service > Knowledge

Answer 153

A.Only one published version exists in runtime for new contexts C. Multiple versions of a workflow can exist at the same time. D. When a workflow is invoked, the current workflow definition is loaded into de workflow context. Explanation Multiple versions of a workflow can exist at the same time. However, only one published version of a workflow ever exists. When a workflow is invoked, the current workflow definition is loaded into the workflow context. The checked-out workflow executes for the developer who has the workflow checked out. Workflows are typically not published until development is complete.

Answer 154

A. Page layouts are responsive to device type B. Viewport size changes when a page is resized D.Containers can be fixed layout. E. Page layouts are responsive to screen resolution Explanation Containers can be fluid layout. When designing portals, think about the user experience you want for your users. Should they have to scroll? Should widgets be resized? Should all widgets be shown at all resolutions and for all device types?

Answer 155

A. Decide what to do with incomplete or erroneous data. B. Understand the data you plan to import. D. Determine which source data maps to which target fields. Explanation Spending the time to define the import strategy before importing data saves time and effort. Some of the activities you should do before importing data into ServiceNow are: * Understanding the data you plan to import, * Deciding what to do with incomplete or erroneous data, and * Determining which source data maps to which target fields. Removing or correcting unwanted records after importing can be tedious and time-consuming.

Answer 156

A. Dashboards can contain widgets and tabs. E. Dashboards are configuresd using a drag and frop canvas. Explanation Dashboards are configured using a drag and drop canvas and can contain widgets and tabs. Applications usually have a Dashboard for each persona because different user types are interested in different information. Dashboards can have as many widgets as needed to convey the required information from an application or process. Access to Dashboards is restricted by role. All users can see Dashboards that do not have a role assigned.

Answer 157

D. Common Services Data Model (CSDM) Explanation Common Services Data Model (CSDM) represents a standard and shared set of service-related definitions across the products and platform that will enable and support true service level reporting while providing prescriptive guidance on service modelling within the CMDB.

Answer 158

A. When a user clicks the update button B. When a user clicks the submit button D. When a user clicks the save menu item in the additional actions menu. Explanation onSubmit Client Scripts execute their script logic whenever a user saves, submits, or updates a record in a form.

Answer 159

A. Service Desk > My Groups Work B. Service Desk > My Work Explanation A process user navigates to Service Desk, and My Work or My Groups Work to locate catalogue tasks and assign them appropriately.

Answer 160

C. From the field types tab, drag the field type onto the form and configure the field. Explanation Use the Field Types tab to create fields in a table while adding them to the form. Form sections do not have New Field buttons. Use the Fields tab to add existing fields to the form. Insert a new row... is used in the Columns form section of the Tables table to create fields.

Answer 161

B. Creation via service catalog fulfillment processes C. Creation triggered by asset management D. Creation via the change manadement process Explanation Creating configuration items (CIs) in the CMDB can be done in the following ways: 1) Direct manual creation via the Configuration application modules. 2) Creation via service catalogue fulfilment processes. 3) Import from an external source. 4) Integration with 3rd party systems. 5) Automated discovery tool(s). 6) Creation triggered by asset management. 7) Creation via the change management process.

Answer 162

C. Document ID fields D. Reference Fields E. Glide List Explanation Within a table, a field can hold a reference to a record on another table. There are three one-to-many relationship fields: * Reference Field: allows a user to select a record on a table defined by the reference field. For instance, the Caller field on the Incident table allows the user to select any record on the User table. * Glide List: allows a user to select multiple records on a table defined by the glide list. For instance, the Watch list field on the Incident table allows the user to select records on the User table. * Document ID Field: allows a user to select a record on any table in the instance. These fields are much less common, but one example is the Document field on the Translated Text [sys_translated_text] table.

Answer 163

A. Drag an indicidual record to the Favorites tab. C. Select the star of its corresponding aplication or module. E. Drag the breadcrumbs of a filtered list to the favorites tab Explanation Favourites can be created by selecting the star of the corresponding application or module, dragging an individual record to the Favorites tab or dragging the breadcrumbs of a filtered list to the Favorites tab.

Answer 164

A. Retrieve D. Commit E. Preview Explanation The steps to apply an update set to an instance or commit an update set are: retrieve, preview, and commit. Manage how update sets store, retrieve, preview, and apply configuration changes between instances. Administrators have the following options with update sets: * Create an update set to store local changes. * Select the current update set to store local changes. * Commit an update set to prepare it for distribution. * Report on the contents of update sets. * Compare update sets to determine what differences they contain. * Merge separate update sets into a single update set. * Create an external file from an update set. * Retrieve update sets from remote instances. * Apply retrieved update sets. * Back out changes applied from an update set. * Set system properties related to update sets

Answer 165

B. Represent reusable operations for use across multiple flows D. Can be contained in a spoke E. Provide the ability to build your own custom actions Explanation Flows consist of a trigger and a sequence of actions. Flow Designer actions represent reusable operations for use across multiple flows, can be contained in a spoke and provide the ability to build your own custom actions. The trigger specifies the conditions that start running the flow. When the trigger conditions are met, the system starts running the flow. The trigger specifies the conditions that start running the flow. When the trigger conditions are met, the system starts running the flow. Flow Designer does not require a script to develop.

Answer 166

E. Application Explanation You can collapse or expand the information in the application navigator to display only what you want to see. You can double-click the Application icon to expand and collapse the list of all Applications and Modules.

Answer 167

D. Components of an infrastructure required to deliver a product or service Explanation Configuration Items (CIs) are the components of an infrastructure required to deliver a product or service.

Answer 168

A. Record Producer Explanation The record producer is used to create an incident or raise an HR case, especially from the Service Portal. A record producer is a specific type of catalogue item that allows end-users to create task-based records. Use record producers to provide a better end-user experience instead of using the regular task-based form for creating records. The look and feel of a record producer is similar to that of a catalogue item. But the record producer generates a task record such as an incident instead of a requested item. You can create a record producer for tables and database views in the same scope as the record producer. You can also create a record producer for tables that allow creating access from applications in other scopes.

Answer 169

B. Users with edit access to the dashboard C. Ysers with dashboard_admin role D. Dashboard owner Explanation Dashboard owner, shared users with edit access, and dashboard admins have edit access on dashboards and can add or remove widgets in their dashboards. Users with view access cannot make changes to a dashboard that is shared with them. Report admins do not necessarily have access to a dashboard.

Answer 170

A. snc_external D. snc_internal Explanation You can give both internal users and external users access to your instance. However, you might not want both types of users to have the same level of access. To provide added security, every user must have at least one role so that the instance can distinguish between internal and external users. As of the Paris release, no user can have both explicit roles (snc_internal and snc_external). Groups and role containment cannot include both roles, either, since that would cause any group member or user assigned to such a group or such a role to have both roles automatically. The Now Platform aborts any operation that would create such a scenario. External users must obtain, at a minimum, the snc_external role. The snc_external role indicates that the user is external to your organisation. They should not have any access to resources unless explicitly allowed through ACLs for the snc_external role or additional roles that inherit the snc_external role.

Answer 171

B. Each record corresponds to a row in a table and each field to a column on that table Explanation Each record corresponds to a row on a table. Each field on a record corresponds to a column on that table. Applications use tables and records to manage data and processes, such as Incident, Problem, and CMDB.

Answer 172

C. The object and operation being secured D. The permissions required to access the object Explanation All access control list rules specify the object and operation being secured and the permissions required to access the object. The object is the target to which access needs to be controlled. Each operation describes a valid action the system can take on the specified object.

Answer 173

A. Tasks are a repeatable process B. Tasks leads to quicker resolution times. D. Tasks minimise the possibility of human error. Explanation Tasks are repeatable processes that minimise the possibility of human error and lead to quicker resolution times.

Answer 174

D. Reference Explanation A Reference is the field type that displays records from another table. For example, the Caller field on the Incident table is a reference to the User [sys_user] table. When you define a reference field, the system creates a relationship between the two tables. Adding a reference field to a form makes the other fields in the referenced table available to the form.

Answer 175

A. Data source Explanation A Data Source defines a standard set of conditions for querying a particular table which can be reused in other reports. To use an existing set of conditions, you select Data source as the Source type and then select the data source you need.

Answer 176

C. Task [task] Explanation Task [task] table is an example of a base table that is extended but is not extending another table. Business Service [cmdb_ci_service] is extending the Configuration Item [cmdb_ci] table. Incident [incident] and Change Request [change_request] are extending the Task [task] table.

Answer 177

C. Flag article Explanation Flagging an article is a good way to privately suggest an article revision to the knowledge manager from the Service Portal. Flagged comments do not appear on the Article View page. Users with the admin, knowledge_admin, and knowledge_manager roles can access flagged articles by navigating to Knowledge > Articles > All Flagged. Users with the knowledge role can access their flagged articles by navigating to Knowledge > Articles > My Flagged. Article comments are visible to the readers.

Answer 178

C. Content pages E. Homepages Explanation Homepages and content pages are not added to update sets by default. Add pages to the current update set by unloading them. You must manually add homepages and content pages to update sets before distribution.

Answer 179

B. Form links (related liks in a form) C. Form context menu items (right click the header) D. Form buttons Explanation Form buttons, Form context menu items (right-click the header), and Form links (Related Links in a form) are some of the UI actions that can be set up in a form.

Answer 180

C. Scalable Explanation You can expand Flow Designer to communicate with external and third-party systems by requesting a separate subscription to IntegrationHub. Scalability of Flow Designer allows extending flow content by subscribing to IntegrationHub or installing spokes.

Answer 181

B. A 'VIP' decoration is displayed next to the caller field D. The user name is shown in red in the caller field. Explanation By default, the caller's name will turn red, and a VIP icon will appear next to the Caller field when a user has the VIP field set to true on their User [sys_user] record.

Answer 182

A. cmdb_read Explanation All of the above roles can subscribe or unsubscribe a CI; however, cmdb_read is the minimum role required.

Answer 183

B. Visualise the current sensitivity of data within the instance D. Help with privacy laws, security and compliance Explanation Group data by type, using pre-defined or user-defined data classifications. If you have an assigned data classification administrator or auditor role, you can administer different data classes or visually analyse the current state of different data types within the instance. Data Classification enables support for: § Visibility into the data types hosted on a Now Platform instance. § Compliance with privacy laws and meeting regulation requirements. Encryption is the process of scrambling data so that only authorised parties can understand information. Use encryption to protect sensitive information. Enabling auditing tracks the creation, update, and deletion of all records in the table.

Answer 184

B. Can write Explanation Can write is NOT a database setting on the Application Access section of a Table. All the other options are the database settings on the Application Access section of a Table. Application access settings determine whether one application can access resources from another application. They are similar to access controls (ACLs) in that they allow you to restrict access to certain resources. Still, instead of restricting tables and records from users, they restrict applications resources from other applications.

Answer 185

B. Knowledge base Managers Explanation If no User Criteria is specified for 'Can Contribute', only the Knowledge Base Owner and Knowledge Base Managers are able to contribute.

Answer 186

B. security_admin Explanation security_admin role is required to create and edit Access Controls. Admin alone is not sufficient to edit Access Controls. Users with the security_admin role need to use the Elevate Roles menu item in the User menu before creating and editing Access Controls.

Answer 187

C. Chart Explanation Using Chart data type, users can add a report to a form.

Answer 188

C. TRUE Explanation If there is no value in the Condition field, the field returns true. Business Rule scripts only execute their script logic if the Condition field returns true.

Answer 189

B. Support Group Explanation Support Group field on a Configuration Item (CI) can be used to route Incidents to the appropriate group to resolve Incidents related to the CI quickly.

Answer 190

B. Every import must have at least one transform map Explanation Every import must have at least one Transform Map. Coalescing before transforming is recommended in imports with duplicate records in the target table where duplicates are not desired. However, coalescing is never required. Developers can reuse staging tables. Not all applications have imported data, so staging tables are not part of every application. The fields of all other data types do not have to be mapped; developers do not need to import all columns from the staging table.

Answer 191

A. Knowledge article B. Knowledge base D. Knowledge block Explanation User Criteria control who can read and contribute and are available at Knowledge Base, Knowledge Article, and Knowledge Block levels.

Answer 192

A. Roles C. Fields D. Views Explanation Process records such as Business Rules, Client Scripts, Fields, Forms and Form Sections, Report Definitions, Tables, Views, Roles, and Published Flows are captured in an update set. Data such as New Data Records, Modified Data Records, Tasks, Modified CIs, new Users and Groups, Schedules, Scheduled Jobs and Homepages (if not manually added) are not captured in an update set.

Answer 193

B. Action D. Trigger Explanation Each flow in Flow Designer consists of a trigger and one or more actions. A trigger starts a flow when the conditions of the trigger are met. Actions are the Flow Designer operations, such as looking up a record, updating a field value, requesting an approval, or logging a value.

Answer 194

C. Analytics Q&A Explanation You can generate a report by entering a query instead of going through the full Report Designer menu. You can enter a question on the Report Designer form, and Analytics Q&A generates a report. Analytics Q&A gives you a choice of data sources and picks an appropriate visualisation. Analytics Q&A requires Natural Language Query (NLQ) and supports multiple languages. Note: Analytics Q&A is not available when using Microsoft Internet Explorer.

Answer 195

A. Service offering Explanation Enter service offerings in the Service Offering field on an Incident record to see the service offerings affected by the incident in the Service Offerings related list. Now that you can search and view service offerings separately, they are no longer included in the search results for configuration items, affected CIs, or impacted services.

Answer 196

D. A field Explanation Each column in the list interface corresponds to a field on the table. However, the list does not necessarily display all fields from the table.

Answer 197

A. Design Explanation Business Capability resides in the Design domain of the Common Service Data Model (CSDM).

Answer 198

B. JSON C. CSV E. XML Explanation With Export, you can save all currently displayed records and columns in a list in several formats, like Excel, CSV, XML, JSON or PDF. DAT and TXT are not in the list of available file formats when exporting currently displayed records in a list.

Answer 199

A. To integrate with 3rd party systems B. To orchestrate business process across services with little technical user knowledge. D. To reduce technical debt, such as reduce scripiting to simplify upgrades and deployments. Explanation Flow Designer can be used to: * orchestrate business processes across services with little technical user knowledge, * reduce technical debt, such as reduce scripting to simplify upgrades and deployments, and * integrate with 3rd party systems. It is not suitable for existing logic already developed using the ServiceNow workflow editor and for the ServiceNow Instance running Jakarta or prior.

Answer 200

C. It contains a collection of orderable products and services Explanation Service Catalogue contains a collection of orderable products and services. Service Portal is a customised interface used to build and submit an order. Service Catalogue Request is a collection of one or more ordered items. Requested Items are products placed in the shopping cart.

Answer 201

A. Keep the record already in the target table B. Overwrite the record in the target table with the source data. Explanation When coalescing detects a match between a record in the staging table and a record in the target table, a possible outcome could be keeping the record already in the target table or overwriting the record in the target table with the source data. Once the Transform Map begins execution, the import continues running until every staging table record has been inserted into the target table, updated, ignored, or skipped. Imports never stop mid-way through running to request user intervention or delete previously imported records.

Answer 202

A. itil Explanation A user with the itil role can create their own templates for incidents they log frequently. An administrator or user with the template_editor_global role can create templates that are available to everyone. An administrator can enable the global option for any personal template that a user creates so that all other users can access the template. ESS users typically log incidents using a record producer in the service catalogue. A template can be used to create an incident record producer. The template automatically populates fields in the incident form.

Answer 203

A. UI Pages Explanation History tab entries are created for many types of content, including lists, records, and homepages. Some content types, such as UI pages and other non-standard interfaces, are not tracked in the history tab.

Answer 204

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

Answer 205

C. Applies a colour theme to a protal D. Previews changes as they are made Explanation The Branding Editor applies themes to a portal to allow compliance with corporate branding. The Branding Editor also allows change previews as they are made

Answer 206

Explanation TXT (text) is not the file type that can be used as a data source. All the other listed file types can be used to import data into ServiceNow.

Answer 207

D. Knowledge User [kb_user] Explanation A record is added to the Knowledge Use [kb_use] table each time a Knowledge article is viewed. The record includes fields to identify the user who viewed the article and whether the article was attached to a Task.

Answer 208

C. Apply a UX theme Explanation You can apply a theme to your experience to systematically and completely change the visual style. With just a few theme changes, you can match your experience to your customer branding without changing code or rebuilding components.

Answer 209

C. Provide a reference for alerts and notifications D. Receive email notifications E. Approve, change or resolve incidents and requests Explanation Users in groups can be assigned permissions to * approve, change, or resolve incidents and requests, * provide a reference for alerts and notifications, and * receive email notifications'. 'Raise a ServiceNow HI issue' and 'Request a platform upgrade' requires the ServiceNow Support (HI) access which is not managed by the group permissions in an instance.

Answer 210

B. Banner frame C. Application navigator E. Content frame Explanation The three main screen elements of the Now Platform user interface are the banner frame, application navigator, and content frame. The user menu and system Settings are part of the Banner frame.

Answer 211

C. REST API Explorer Explanation REST API Explorer is the ServiceNow application used to construct and test API requests to a ServiceNow instance.

Answer 212

B. Role Explanation Roles are applied to Groups or Users to control access to features and capabilities in the ServiceNow applications and modules.

Answer 213

A. Condition C. Requires Role E. Script Explanation The three sections of an Access Control record that must evaluate to true to grant access to a resource are Requires Role, Condition, and Script. Access Controls do not have a Condition Script section. The Advanced field makes the Script section visible.

Answer 214

B. It triggers the publish workflow assigned to the knowledge base Explanation When creating articles manually or by import, selecting Publish will trigger the publish workflow assigned to the knowledge base. This may mean the article is automatically moved to a Published state, or it may first require approval(s).

Answer 215

D. Number of articles expiring in the coming month Explanation The email notifications for expiring knowledge articles are available when the value of the glide.knowman.enable_article_expiry_notification property is set to true. The content of the email notification is determined by the number of articles expiring in the coming month: 1) Up to 10 – The email notification includes a list of article links displayed in a tabular format and arranged in ascending order by their Valid to date. Clicking a link opens the article in Now Platform. 2) More than 10 – The email notification includes a View the list of expiring articles link, which, when accessed, opens a list in Now Platform of all articles expiring in the next month.

Answer 216

E. The view name is listed in brackets next to the record's display name in the form header Explanation The view name is listed in brackets next to the record's display name in the form header. Use the Additional Actions > View menu item to select from the available views. Form annotations do not show the current view name. Developers use Form Designer to create views. Users can see more than one view for a form.

Answer 217

A. Enable/disable notifications B. Apply a schedule to a notification C. Disable receipt of specific notifications E. Add a new channel (email address, mobile device for push notifications, SMS, voice) Explanation Users cannot manage the inclusion or exclusion of attachments in notifications in their notification preferences.

Answer 218

A. Reports C. Dashboards D. Charts Explanation Here are the different data visualisation strategies in ServiceNow: * Reports, * Charts, * Dashboards, * On-demand charts, and * Percent Complete.

Answer 219

B. Administrators (admin) Explanation Administrators can manage all aspects of the Service Catalog application, including catalogues, categories, catalogue items, and advanced functions, such as scripting or creating business rules. Catalogue administrators can manage all aspects of the Service Catalog application, except for scripting functions

Answer 220

C. Short Description Explanation Train the machine-learning (ML) algorithm through two solution definitions, Incident Configuration Item and Incident Service, to predict the Configuration Item and Service fields' value based on the value in the Short description field. Both Predictive Intelligence and Incident Management must be active in the instance.

Answer 221

A. Submit C. Request E. Order Explanation Order, Request and Submit are the 3 different request methods in Service Catalogue. Order is the default method that displays the confirmation dialogue box, and the delivery information is editable. Request method displays confirmation dialogue box but not the delivery information. Submit method does not display the confirmation dialogue box nor the delivery information.

Answer 222

B. Display content based on user role C. Display content based on query parameter values D. Coach users on using a custom application E. Provide specific written or video based instructions for a custom application Explanation Embedded Help provides help in languages other than English.

Answer 223

D. Use Studio to import an application from source control E. Use the guided app creator to create an application Explanation You can Launch Guided App Creator from Studio or by opening System Applications > My Company Applications and click the Create new button to create an application. You can also use Studio to import an application from source control. Applications loaded from the ServiceNow Store are installed to the instance, not loaded for development.

Answer 224

D. Principal Class Explanation The Configuration item field look-up has been enhanced to display only CIs whose class is set as the Principal Class in the CI Class Manager. Use the system property com.snc.task.principal_class_filter to control this functionality. The property contains all the task types where the Principal Class filter is applied.

Answer 225

C. Fulfillers with permissions Explanation In some cases, additional ad-hoc tasks can be required to fulfil an item. A process user (fulfiller) with permissions can add an SCTASK to a RITM on an ad-hoc basis, but they must create the task before the closure of the final existing SCTASK, or the RITM will no longer be active.

Answer 226

C. When to send Explanation You can identify if a record insert or update triggers a notification from the 'When to send' tab/section of the email notification.

Answer 227

B. Best practice for CMDB data modelling and data management C. Guidance on service modelling D. Base system CMDB core tables Explanation The CSDM is standard terms and definitions, best practice for CMDB data modelling and data management, base system CMDB core tables, guidance on service modelling and recommended mappings. The CSDM is not a process or implementation guide for ITSM, SPM, APM, EM, or other products, a set of reports, code to install, an SKU or product we sell or an automatic fix for past implementations.

Answer 228

A. Manage Update Set B. Upgrade App C. Publish to App Store Explanation Upgrade App, Publish to App Store and Manage Update Set are some of the deployment permissions that can be assigned to a group or user for a specific application when using Manage Developers.

Answer 229

A. Now Platform user interface Explanation The Now Platform user interface is the primary way to interact with the applications and information in a ServiceNow instance.

Answer 230

C. Open the user menu and select the impersonate user menu item. Select a user to impersonate Explanation A user can temporarily become another user for testing purposes by Impersonating users from the User menu.

Answer 231

A. The requested item is automatically set to closed complete Explanation When all catalogue tasks are closed, the parent requested item is set to Closed Complete by the workflow.

Answer 232

A. The condition must evaluate to true B. The script must evaluate to true or return an answer variable with the value of true Explanation An Access Control List (ACL) rule only grants a user access to an object if the user meets all of the following permissions required by the matching ACL rule: 1) The condition must evaluate to true 2) The script must evaluate to true or return an answer variable with the value of true 3) The user must have one of the roles in the required roles list. If the list is empty, this condition evaluates to true 4) [Record ACL rules only] The matching table-level and field-level ACL rules must both evaluate to true.

Answer 233

B. Completeness C. Correctness D. Compliance Explanation The health dashboard provides a single view of the quality of data at the CMDB, CI class and CI levels using completeness, correctness and compliance scores. An added challenge to consolidating and maintaining the CMDB is capturing unknown CIs, inconsistent data quality, and ill-defined relationships. Correctness is a KPI aggregation of the Orphan, Staleness and Duplicate metrics, according to the correctness scorecard weight settings. According to the completeness scorecard weight settings, completeness is a KPI that is an aggregation of the Required and Recommended metrics. Compliance is based on the results of actual CMDB audit runs.

Answer 234

B. Work notes C. Activity stream D. Connect chat E. User presence Explanation You can collaborate on tasks with user presence, activity stream, Work notes and Connect chat. User presence is a UI16 feature that lets you see who is online when working in an instance. An activity stream is a list of entries in records and conversations. Work notes are an important part of the state flow process and are used to communicate information about state transitions. Connect Chat is a real-time messaging tool that enables users to chat with individuals and groups, quickly share files, and collaborate on any record by instantly connecting with the right people. Additional comments are intended for the customer to view.

Answer 235

B. A script that sets the 'answer' variable to true or false C. Roles D. Conditions Explanation Rules for access control lists (ACLs) restrict access to data by requiring users to pass a set of requirements before interacting with it. An ACL rule only grants a user access to an object if the user meets all of the matching ACL rule's permissions. 1) The condition must evaluate to true. 2) The script must evaluate to true or return an answer variable with the value of true. 3) The user must have one of the roles in the required roles list. If the list is empty, this condition evaluates to true. 4) [Record ACL rules only] The matching table-level and field-level ACL rules must both evaluate to true. In summary, Conditions, roles, and a script that sets the 'answer' variable to true or false can be configured in an access control rule.

Answer 236

C. No special role Explanation No special role is required to access the template bar or create templates. Still, the ability to configure or apply templates created by others depends on user access controls within the template.

Answer 237

D. * Explanation Using the asterisk wildcard tells the system to return records where our search term appears anywhere in the string. A per cent sign at the beginning or the end of a search term searches for values that start or end with that search term. An equal sign search for values that equal search-term. An exclamation mark in conjunction with another wildcard character search for values that do not match (e.g. !* for do not contain, != for do not equal).

Answer 238

D. Common Service Data Model Explanation Common Service Data Model (CSDM) provides standard fields and values for tracking life cycle stages and stage statuses for CIs. Using these standard values consistently across applications helps track assets through their life cycle effectively. Streamline life cycle management by migrating all life cycle fields and field values across the platform into a CSDM standard set of fields with a standard set of values. Then, to maintain consistency, continue to use only the standard fields and values when updating or creating CIs. Use a pre-populated mappings table that specifies mappings from legacy life-cycle fields and values into the standard Life cycle stage and Life cycle status fields. Implement these standards to help monitor and manage asset life cycles effectively. Using standard life cycle values is important in scenarios such as: * Event Management and Operational Intelligence need to know if a CI is in maintenance to handle alerts accordingly. * Cloud Insights need to know the state of a CI to report cost data effectively. * Audit and Compliance need to use standard life cycle values to generate consistent tasks and workflows. You must activate life cycle migration to migrate legacy life cycle values in the system to the CSDM standard fields and values.

Answer 239

C. Knowledge Base Explanation Selecting the Knowledge Base is mandatory when importing Microsoft Word documents as knowledge articles into a knowledge base. You need the Can Contribute access to at least one active knowledge base, and the required role is knowledge.

Answer 240

D. Column Context Menu Explanation The Column Context Menu displays actions that involve creating quick reports, configuring lists and exporting data. Access the List column context menu, also called a right-click menu, by clicking the menu icon () at the top of a list column or by right-clicking the column heading.

Answer 241

A. A global search to find people, service and items, and articles C. Ability to submit, view and update requests, issues, and tasks E. Push notifications for instant access to important information Explanation ServiceNow Mobile apps provide: * Ability to submit, view, and update requests, issues, and tasks, * global search to find people, service and items, and articles, and * push notifications for access to important information instantly.

Answer 242

A. Certificate based authentication Explanation Certificate based authentication enables end-users to use PIV (Personal Identity Verification) or CAC (Common Access Card) cards to log in to Now Platform as a fulfiller or Service Portal as a requester instead of using user name and password. Certificate based authentication uses unique PEM encoded certificates from a trusted Certificate Authority (CA) to authenticate users. You can also use the PEM certificates to access ServiceNow SOAP web services, REST APIs, and Table APIs.

Answer 243

A. All modules and sections within the service desk application C. Any module with a name containing 'service' Explanation Any applications, sections or modules with names containing 'service' (or other words containing service, such as services and serviced) would appear in the results. Besides, any applications, sections or modules related to those containing 'service' would also appear.

Answer 244

A. Save Explanation Selecting Save in the form updates an existing record and keeps the form open.

Answer 245

B. Requested For Explanation You can request a catalogue item on behalf of another user or multiple users using the Requested For variable. Delegated request experience comprises of the following entities: * Requested For variable for a catalogue item. * Requested For field on a requested item (RITM) Note: The form views, list views, and email notifications are not updated to reflect the Requested For field on a RITM. Requested For: Before submitting a catalogue item request, this variable helps you specify who this request can be submitted for. You should specify this information while answering catalogue item questions. Important: * You can only specify users from the User [sys_user] table. * If you don’t specify the default value for this variable, the currently logged-in user requesting the item is considered the default Requested For variable value. * You can submit the request for a user based on access to a catalogue item. The catalogue item's Access Type field can be used to specify if a request can be submitted for a user who does not have access to the catalogue item. Using the Enable also request for field of the Requested For variable, you can request a catalogue item for different users under one request. Important: * You can add this variable to a catalogue item or variable set. However, when submitting the request, a catalogue item can have only one Requested For variable. * You can add only one Requested For variable for a variable set. * This variable is not supported in a multi-row variable set. After the request is submitted, this variable value is visible in the variable editor and variable summarizer.

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B. User presence Explanation The user presence feature facilitates synchronous collaboration within one record. It allows you to see who are online, their current status, and what they are viewing or editing, all in real-time.

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C. Localization Framework plugin (com.glide.localization_framework) Explanation Translate the content of a catalogue item to multiple languages. You should activate the Localization Framework plugin (com.glide.localization_framework). Predictive Intelligence enables the creation of machine learning solutions using data in your instance. Natural Language Query translates natural language utterances into glide queries and retrieves information from Glide DB. I18N: Internationalization Translation helper plugin includes the modules and Import Set maps to merge all languages into one table for translation maintenance.

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A. Database Views B. Extensions C. One-to-Many D. Many-to-Many Explanation Tables can be related to each other in one of these ways: One-to-Many, Many-to-Many, Database Views and Extensions.

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D. Delegated Development Explanation Delegated Development is granted to non-administrators for them to be able to develop applications.

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D. Delegated Development Explanation Delegated Development is granted to non-administrators for them to be able to develop applications.

Answer 251

C. Group of users who share a common purpose Explanation A group is a set of users who share a common purpose. Groups may perform tasks such as approving change requests, resolving incidents, receiving email notifications, or performing work order tasks. Any business rules, assignment rules, system roles, or attributes that refer to the group automatically apply to all group members.

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D. No coalesce Explanation If no coalesce is defined in the import process, all imported rows are treated as new records, and existing records are not updated.

Answer 253

A. Group of one or more changes that can be moved from one instance to another altogether Explanation An update set is a group of one or more changes that can be moved from one instance to another altogether. This feature allows administrators to group a series of changes into a named set and then move them as a unit to other systems for testing or deployment. An update set is an XML file that contains: * A set of record details that uniquely identify the update set. * A list of configuration changes. * A state that determines whether another instance can retrieve and apply configuration changes. Update sets track changes to applications and system platform features. This allows developers to create new functionality on a non-production instance and promote the changes to another instance.

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D. Activity Stream Explanation Users can view a time-stamped history of all actions taken within a record by selecting the Activity Stream. An activity stream is a list of entries in records and conversations. Examples of activity streams include journal fields like comments and work notes displayed in task records and Connect Chat conversations.

Answer 255

A. User Authentication C. Application and Modules Access D. Database Access Explanation Security is built into all levels of the Now Platform. User Authentication / Login, Application and Modules Access and Database Access are the different levels of ServiceNow security before an end-user has the capability to perform CRUD (Create, Read, Update, Delete) operations on a table. You can: * Configure login security options to control access to your instance. * Assign Roles to control access to features and capabilities in applications and modules. * Set up Rules for access control lists (ACLs) to restrict access to data by requiring users to pass a set of requirements before interacting with it.

Answer 256

D. Topic blocks Explanation 'Topic blocks' feature creates reusable components to run common tasks in Virtual Agent conversations. Topic blocks simplify the topic authoring and maintenance process by enabling you to reuse standard procedures or actions across conversation topics.

Answer 257

A. Customer C. Information Technology (IT) D. Employee Explanation The Now Platform provides Information Technology (IT), Employee, and Customer workflows. Build the future of IT, create connected, engaging experiences for your employees, and drive customer loyalty with connected digital workflows.

Answer 258

A. Table names C. sys_ids Explanation The first-page results column in the Search Event [sys_search_event] table contains table names and sys_ids for records returned on the first page of results for a search. It is a JSON array of objects in which each node represents a single result returned on the first page of results for the search. The resulting order is preserved. Each object includes the unique record identifier (sys_id) of a result and the table where the result is located. Note: The first page results are not updated when you refine a search.

Answer 259

A. Data Policy can ve run as a UI policy client-side B. UI Actions can execute both client-side and server-side. C. Business Rules are not real time and do not monitor fields on a form. Explanation Business rules are not real-time and do not monitor fields on a form. UI Actions can execute both client-side and server-side. Data Policy can be run as a UI policy client-side. UI policies are only enforced on data entered into a form or list (passing through the UI). Client scripts execute on the browser but may also run when a database lookup is needed.

Answer 260

D. Variable Types Explanation Multiple Choice, Single Line Text, and Select Box are different Variable Types in ServiceNow. The multiple-choice variable creates radio buttons for question choices. The single-line text variable creates a field to enter a single line of text. The select box variable creates a list from predefined question choices.

Answer 261

A. Field Name C. Value D. Field Label Explanation Every field has three key attributes: Field Label, Field Name and Value.

Answer 262

A. Tangible (e.g. hardware, software, servers) entities C. Configuration Item D. Intagible (e.g. business services, email) entities Explanation A configuration item (CI) is both tangible (e.g. hardware, software, servers) entities or intangible (e.g. business services, email) entities. The configurations are stored in a configuration management database (ServiceNow CMDB), which consists of Configuration Items (CI) as entities that are part of your environment. A CI may be: * A physical (tangible) entity, such as a computer or router * A logical (intangible) entity, such as an instance of a database * Conceptual, such as a Requisition Service

Answer 263

A. incident_metric B. incident_sla C. incident_time_worked Explanation The Incident Database views for the Service Management plugin in the base system are: incident_sla, incident_metric and incident_time_worked.

Answer 264

B. Read-only D. Mandatory E. Visible/hidden Explanation A UI policy specifies one or more actions to take when the policy is triggered. A UI policy action can change fields on a form to be mandatory, visible/hidden, or read-only. * Mandatory field is a choice list for specifying how the UI policy affects the field's mandatory state. * Visible is a choice list for specifying how the UI policy affects the field's visible state. * Read-only is a choice list for specifying how the UI policy affects the field's read-only state. Choice options for the above actions are: Leave alone, True, False. UI policy actions are applied only if all of the following conditions are met: 1) The UI Policy is Active 2) The items in the Conditions field evaluate to true 3) The field specified in the UI policy action is present on the specified form

Answer 265

A. Promotes process automation by enabling subject matter experts to develop ad share reusable actions C. Provides configuration and runtime information to create, operate and troubleshoot flows from a single interface D. Provides natural-language-descriptions of flow logic Explanation Flow Designer provides a single environment to build and visualise business processes. It allows extending flow content by subscribing to IntegrationHub or installing spokes. Flow Designer provides configuration and runtime information to create, operate, and troubleshoot flows from a single interface. It also provides natural-language-descriptions of flow logic and promotes process automation by enabling subject matter experts to develop and share reusable actions.

Answer 266

A. Setting a User based on Category and Subcategory. B. Setting an Assignment group and User based on the Short description. C. Setting an Assignment group and User based on Category and Subcategory E. Setting an Assignment group based on Category and Subcategory Explanation When configuring Assignment Rules or Predictive Intelligence, it is best practice to: * 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, and * Setting an Assignment group based on Category and Subcategory. You should not Set an Assignment group based solely on Subcategory (Category = None). The customer will not see the Subcategory with a Category set to None.

Answer 267

A. Remove pagination count Explanation Calculating the total number of records to be included in a list filtered from extremely large tables can take a long time. To improve performance, you can remove that calculation for all or specified views. On the List Control page, select a check box: * Remove pagination count that removes pagination calculation from all views or * Remove pagination count for specified views that removes pagination calculation from specified views. (Optional) If you selected Remove pagination count for specified views, click the lock icon () and select the views that suppress displaying the number of pages in the list

Answer 268

B. Accelerate adoption rates C. Create a shared identity D. Gain user trust Explanation Branding your instance can create a shared identity, gain user trust and accelerate adoption rates.

Answer 269

A. String Explanation Validate the value entered for a String type metric of a survey. Validation reduces the time required for an agent to resolve customer issues. Use the Field validation field for a metric to implement this functionality. This functionality is applicable in the Now Platform®, Survey Designer, ServiceNow®Service Portal, and ServiceNow®Virtual Agent. Possible validations are Email, IP Address (IPV4, IPV6), Phone Number (E.164) and URL.

Answer 270

D. System settings Explanation Users set their notification subscription preferences in System Settings. Note: You can only enable notifications in notification channels you have permission to access. Procedure: 1) Click the settings icon on your instance header. 2) In the System Settings modal, select the Notifications tab and change your notification settings.

Answer 271

B. Gear Explanation You can define system settings to customise the UI for yourself. The gear icon, located within the banner frame, displays the system settings pop-up window.

Answer 272

B. Record-based Explanation A Record-based Trigger is required to look up a record, update a field value and request approval in Flow Designer.

Answer 273

A. You can import data from several different files formats or external data sources. C. Creating an extremely large import set can cause delays and system outages. E. Import sets cannot add data to encrypted fields. Explanation Creating an extremely large import set can cause delays and system outages. Import Sets run as user System and therefore cannot add data to encrypted fields. You can import data from several different file formats or external data sources. Transform map is a set of field maps that define the relationships between fields in an import set and fields on a table. The Import Set Deleter scheduled job cleans up old import set data (i.e. older than 7 days) every day at midnight.

Answer 274

B. save_as_template C. personalize_choices D. edit_task_relations Explanation ACL rules can secure the following record operations: execute, create, read, write, delete, edit_task_relations, edit_ci_relations, save_as_template, add_to_list, list_edit, report_on, report_view, and personalize_choices. * With 'edit_task_relations', user cannot define relationships between task tables. * 'save_as_template' is used to control the fields that should be saved when a template is created. * With 'personalize_choices', the user cannot right-click a choice list field and select 'Configure Choices'.

Answer 275

D. List report Explanation Reports that present aggregate data such as pie, donut or bar charts do not require access to underlying data. In general, visualised data as a graphic report (and not limited by business rules) is always visible to the shared users and published reports. Graphic reports are all reports except for list reports.

Answer 276

A. Provides automation tools. B. Saves Time D. Integrates with third-party systems Explanation Flow Designer automates business logic, integrates with third-party services and saves time. It does not require scripting expertise.

Answer 277

A. Send an email back to the source that triggered the action. C. Set a value for a field in the target table Explanation Inbound email actions are the actions the system takes in response to messages from users. An inbound email action checks the email for a watermark that associates it with a task and checks for other conditions. If the conditions are met, the system takes the inbound email action that you configure. The system can take two types of actions: * Record action: setting a value for a field in the target table. * Email reply: sending an email back to the source that triggered the action.

Answer 278

B. Web Browser Explanation ServiceNow client-side scripts run in a web browser. The web browser is the client and is the only thing that is installed on the client. Client scripts allow the system to run JavaScript on the client (web browser) when client-based events occur, such as when a form loads, after form submission, or when a field changes value.

Answer 279

C. Template bar Explanation The Template Bar allows users to select different templates to apply to the form. Use the template bar to apply, edit, and create templates. The template bar appears at the bottom of the form. Click a template, which appears in blue text, to apply them to the form. Use the buttons to the right to add, edit, and access the complete list of templates.

Answer 280

B. Under Request Something Explanation When using the Service Portal, end-users typically access the service catalogue by clicking on the Request Something.

Answer 281

B. itil C. survey E. catalog Explanation The following group types are provided in the base system: catalog, itil and survey. Use the Type field to define categories of groups. Once defined, you can use these categories to filter assignment groups based on the group type using a reference qualifier. For example, when selecting an assignment group from the Incident form, Type can be used to filter groups based on whether they are typically involved in the Incident management process.

Answer 282

A. Catalogs B. Catalog Item D. Categories Explanation Users with the Catalog Administrator [catalog_admin] role can manage the Service Catalog application, including catalogs, categories and items, but not including scripting functions available to administrators [admin].

Answer 283

D. Task [task] Explanation Change Request, Incident, Problem and Request extend the Task [task] table. The Task table is a base class that provides fields for the core ITSM applications such as Incident, Problem, and Change Management. All applications that extend the Task table share these fields in common.

Answer 284

C. All corresponding records in the Relationship Sources table Explanation When a non-dependent relationship is deleted from the CI Relationship [cmdb_rel_ci] table, all cascading corresponding records in the Relationship Sources [sys_rel_source] table are automatically deleted.

Answer 285

D. Select Share Explanation Using the Share option on the upper right side of the report form is recommended to share a report. Sharing ensures the report data is always up to date when the report is run. Other options generate a static report or make it publicly available.

Answer 286

B. A permalink Explanation Using a permalink is the best way to share a knowledge article with another user. You can click Copy Permalink to copy the URL of the latest article version to the clipboard.

Answer 287

B. Style Explanation You can choose colours, title and chart properties under the Style tab. You can define the report grouping under the Configure tab. You can select the visualisation format under the Type tab. You can enter a Report name, Source type and a table or data source under the Data tab.

Answer 288

B. Newest D. Views E. Alphabetical Explanation You can sort knowledge articles by Views, Newest and Alphabetical attributes in ascending and descending orders when opening a knowledge base from the service portal. You can additionally refine the article list by applying filters such as their category and rating. Views: sorts by the number of article views. Newest: sorts by the date created or updated. Alphabetical: sorts alphabetically by the article Short description field. Relevancy: sorts by relevance to the search term.

Answer 289

A. What it will contain D. Who will receive E. When to send Explanation Use the following tabs in the Notification form to configure an email notification: * When to send (Conditions required to send the notification), * Who will receive (Recipients of the notification), * What it will contain (Contents of the notification). * What Digest will contain (Contents of the email digest, if the notification can be delivered in a digest).

Answer 290

A. Compact Cards Explanation Compact Cards allows you to see more information in the same screen real estate when using Visual Task Boards. Compact Cards decreases the lane width and card information. Thumbnail images do not appear on the card in this mode.

Answer 291

A. Report Definitions C. Business Rules E. Published Flows Explanation Records such as Business Rules, Client Scripts, Fields, Forms and Form Sections, Report Definitions, Tables, Views, Roles, and Published Flows are captured in an update set. Data such as New Data Records, Modified Data Records, Tasks, Modified CIs, new Users and Groups, Schedules, Scheduled Jobs and Homepages (if not manually added) are not captured in an update set.

Answer 292

C. Consolidate disparate Configuration Item (CI) data into a single Configuration Management Database D. Regularly maintain complex data for accuracy E. Make sense of data to drive decisions and services. Explanation Some of the IT challenges that can be solved with the CMDB are: * consolidating disparate Configuration Item (CI) data into a single Configuration, * regularly maintaining complex data for accuracy and * making sense of data to drive decisions and services.

CSA Flashcards

(321 cards)