Exam Preparation Flashcards
(379 cards)
1
Q
Displays a set of records from a table
A
List
2
Q
User criteria definitons
A
canRead
cantRead
canContribute
cantContribute
3
Q
Icon representing Global Search
A
Magnifying glass
4
Q
T/F:
Once a Dependency View Map is expanded, it cannot be collapsed
A
False
5
Q
Quickest way to review a recently viewed
A
History tab
6
Q
Minimum number of roles required to contribute knowledge content
A
1
7
Q
Sections of the Reports page
A
My Reports
Group
Global
All
8
Q
Icon used to copy report URL to clipboard
A
Copy report link
9
Q
T/F:
The banner image and text can be changed, but not the color
A
False
10
Q
Navigate to edit catalog item
A
Service Catalog > Maintain Items
11
Q
Navigate here to view the Transaction Log
A
System Logs > Transactions
12
Q
T/F:
Service Catalog variables are flagged as Global by default
A
True
13
Q
Short cut for User table
A
[sys_user]
14
Q
Used to track and aggregate date over time
A
Performance Analytics
15
Q
T/F:
Emplyee Self Service (ESS) has a role
A
False
16
Q
ACL rule that applies to only one field on a record
A
[table.field]
17
Q
Collection of modules
A
Applications
18
Q
T/F:
Dragging a record or breadscrumbs of a filtered list to the Favorites tab creates a Favorite
A
True
19
Q
T/F:
Related list do not have a size limit
A
True
20
Q
3 provided workflow types
A
IT
Customer
Employee
21
Q
Clicking this returns you to the ServiceNow Home Page
A
Logo
22
Q
Provides the entire history of a record
A
Activities
23
Q
Enable setting mandatory and read-only states for fields
A
Data policy
24
Q
Used to start the creation of an application
A
Guided Application Creator
25
Workflow automation blocks
Activities
26
Set of conditions to see exact subset of data desired
Filter
27
Best way to share knowledge article with another user
A permalink
28
Two things created by default when a new table is created
Application Menu - singular
| Module - plural
29
Navigate to create assignment rule
System Policy > Rules > Assignment
30
Areas of the Workflow Editor
Canvas Tabs
Title Bar
Canvas
Palette Tabs
31
Menu that provides options to view, configure, create favs and save form data
Form Context Menu
32
Control Menu that allows assigning tags
Record Control Menu
33
Required for responsive dashboard
Performance Analytics plugin
34
Where users set their notification subscription preferences
System settings
35
Useful when reviewing form performance
Response Time Indicator
36
T/F:
| An unpublished workflow can be started
False
37
Unique system identifier
sys_id
38
Generates a task record
Record producer
39
T/F:
| Use a workflow to automate repeatable process
True
40
Navigate to choose a records field values to include an email notification
Select Variables
41
Protects applications by identifying and restricting access to files and data
Application Scoping
42
Involved in all Service Management process
CMDB
43
Typical cause of many incidents
Failed changes
44
Easy-to-use self-service portal for users
Service Portal
45
SLA for supplier management
Underpinning Contract (UC)
46
T/F:
| Admins can override Access Controls
True
47
Collection of permissions
Role
48
A virtual representation of activities and their sequential steps
Workflow
49
Table for REQ#
sc_request
50
ServiceNow's core tables
task and cmdb_ci
51
Approvers only role
approver_user
52
Coalesce configuration where duplicate records are created
No coleasce
53
How the service catalog is organized for an end user
Categories and Subcategories
54
T/F:
| There can only be one active version of a workflow
True
55
3 ways that access control rules can be defined
Roles
Conditional Expressions
Scripts
56
SLA
Service Level Agreement
57
Used to create or modify reports
Report Designer
58
T/F:
| By default, Performance Analytics is enabled for the Problem table
False, it is enabled for the INC table
59
Filter Navigator tabs
All Applications
Favorites
Your Story
60
Report Designer phase where user can select color scheme
Style
61
Organization of Knowledge content
Knowledge Base & Category
Featured Content
Most Useful
Most Viewed
62
3 things a Virtual Agent helps a user do
Obtain info
Make decisions
Perform common work tasks
63
Connect activities in a workflow
Transactions
64
Supported devices to access ServiceNow
```
Laptop
Desktop
Smartphone
Tablet
Apple Watch
```
65
Navigate here to create a new relation ship rule
Configuration > Suggested Relation Ships
66
Tab that contains a task's Activity Stream
Notes
67
Computers, network switches, apps, business services are examples
Configurations Items (CIs)
68
IDE-interface used by developers to create custom apps
Studio
69
Grouping of catalog items that generate several things with a single request
Order Guide
70
Common Variable types (5 examples)
```
Multiple choice
Selectbox
Single Line Text
Reference
Checkbox
```
71
Navigate here to update branding
System Properties > Basic Configuration U16
72
Typically assigned to and responsible for knowledge bases
Knowledge Manager
73
Graphically displays a CI and the business services it is a part of and supports
Dependency View
74
ITSM
Information Technology Service Management
75
Used to indicate mandatory fields
Asterisks
76
Show Workflow progress
Stages
77
What ServiceNow releases are named after
World cities
78
T/F:
| Navigator position and responses are configurable
False
79
Sharing menu options on the reports page
```
Share
Schedule
Add to Dashboard
Export PDF
Publish
```
80
Used to help select reasonable relationships between configuration items
Use suggested relationships checkbox
81
Application to view and analyze data
Reports
82
The Application Navigator contains a list of what
Aplications and modules
83
3 Tier one tasks offered by the Virtual Agent
Answering FAQs
Diagnostics
Providing How-tos
84
Where to navigate to view the tables not included in the cloning process
System Clone > Clone Definition > Exclude Tables
85
Elevate to this role for high security settings
security_admin
86
T/F:
| User a workflow to do a simple discrete record changes
False
87
T/F:
| Dashboards are set as resposive by default
False
88
UI component of left side of page that is based on your role and permissions
Application Navigator
89
Syntaxt for naming events
[table.event]
90
3 types of Access Control Rules
table. None
table. Field
table. *
91
Used to put context menus, buttons and links on forms and lists
UI Actions
92
Processing order of record ACL
most specific to most general
93
3 field attributes a UI policy can change on a form
Visibility
Mandatory
Read-only
94
SLA Workflow designed to be used over and over
Default
95
LDAP
Lightweight Directory Access protocol
96
3 permissions types that can be configurated in an access control rules
Roles
Conditions
Script
97
URL for useful resources and information produced by ServiceNow
docs.servicenow.com
98
Adds questions and choices to a service catalog item
Variables
99
Allow users to display lists in a variety of ways
Views
100
Timing required for "No Upgrade" requests
at least 5 business days before a pending upgrade
101
Navigate here to review flagged articles
Knowledge > Articles > All Flagged
102
Base instance Knowledge Workflows
Approval Publish
Instant Publish
Instant Retire
Retire Knowledge
103
Knowledge Workflow that moves article to retired state
Knowledge - retire knowledge
104
T/F:
| UI and Data policies are used for security
False
105
T/F:
| Knowledge bases are limited to 256 subcategories
False
106
RITM
Requested Item Number
107
Three key tabs used when creating notifications
When to send
Who will recieve
What it will contain
108
ServiceNow's founder
Fred Luddy
109
Output of Record Producer
Record added or modified in the database
110
Controls the publishing and retirement processes for Knowledge articles
Workflows
111
Published model of the Workflow
Version
112
Three benefits of branding your instance
Accelerate adoptions
Shared Identity
Gain trusts
113
Multiple related request items group together as one
Order Guide
114
Three steps for importing data from a source to a target table
Load data
Create transform map
Run transform
115
Gets the sys_id of the current user
gs.getUserID();
116
Five report sharing options
```
Publish
Export as PDF
Add to dashboard
Schedule
Share
```
117
Oder access controls are evaluated
Table -> Field
118
CIs that feed data into another
upstream
119
Elevated role required to modify access control rules
security_admin
120
T/F:
| Instead of creating new reports it is recommended to edit existing ones
True
121
*
Wildcard symbol
122
An app that enables users to submit incidents and requests from anywhere
Now Mobile
123
T/F:
| You can coalesce on multiple fields
True
124
Method (action) to access more actions on a field
Right click it
125
T/F:
| Remove obsolete data after importing into ServiceNow
False
126
Tool used to determine field relationships between import set and existing table
Transform map
127
Log records indicating something notable happed in the system
Event
128
A record of an instance's browser activity
Transaction Log
129
Selecting the star next to an app or module does what?
Adds to favorite
130
A series of customizations that can be moved to another instances
Update set
131
CMDB
Configuration Management Database
132
Security rules that restrict access on tables and fields
ACL
133
Clicking *this* in edit reports saves a new copy and returns to the list page
Insert
134
Navigate here to locate active tasks assigned to yourself
Service Desk > My work
135
KPI
Key Performance Indicator
136
ServiceNow's real-time messaging tool
Connect Chat
137
Four sections of the Report Designer
Data
Type
Configure
Style
138
Used to transition from activity to activity in a workflow
Conditions
139
Where to manage notification subscriptions
Notifications tab
140
Icon uder Filter Navigator used to view every application
All applications
141
Feature used to manage which notifications a user recieve
Subscriptions
142
Building blocks of the Service Catalog
Items
143
Generated from Order Now in the Service Catalog
REQ > RITM > SCTASK
144
T/F:
| Instances are isolated and cannot communicate with each other
False
145
Not captured in an update set
Data records
| Homepages
146
Technical name for text message
Short Message Service (SMS)
147
T/F:
| The subscription Based Notification plugin is installed by default
True
148
Used to evaluate and measure the effictivness of IT
Metrics
149
UI
User Interface
150
Summary of the filter conditions applied to a list
Breadcrumbs
151
Two modules to create a new table
Table&Columns
| Tables
152
Who a report is shared with by default
Report creator
153
Method to edit a lists field values without opening the form
List editor
154
aPaaS
Application Platform as Service
155
Examples of Content Frame interface types
```
Homepage
List
Form
Dashboard
Map
Timeline
```
156
Event record must be ____ to be used
Registered
157
Navigate here to set the prefix or number of digits for a table's record number
System Definition > Number Maintenance
158
Specifies the data relationships between the import set and the target table
Transform map
159
T/F:
| A user on the Available For and Not available For lists can access an item
False
160
T/F:
| Setting assignment group based solely on Subcatory with = None is best practice of assignment rules
False
161
Coalesce configurations
Single-field
Multiple-field
Conditional
No coalesce
162
Best practice for role management
Create users, assign users to group, apply roles to group
163
ESS
Eployee Self Service
164
Allows user to create edit view informational articles in a centralized location
Knowledge Management
165
Modules commonly used by an admin
Security
Access Control
High security settings
166
T/F:
| System tables are restricted from the reporting module
True
167
Personalize List Columns choices
Add
Remove
Rearrange
Reset Defaults
168
T/F:
| A knowledge base can get a populated with articles via a defined knowledge email address
False
169
Used to add a field from another table
dot-walking
170
Represented by a column
Field
171
Top of every page, containing the logo, logged-in user, global search, help
Banner Frame
172
Three level of list control
List title menu
List fields context menu
List column context menu
173
Used to create configuration item relationships
Add CI relationship, from Related Items toolbar on CI Configuration form
174
Navigate here to show or hide fields on a form's view
Configure > Form layout
175
Modular unit of variables shared amongst service catalog items
Variable set
176
Syntax for doing a "does not equal" search
!=
177
Quickest way to update a field on multiple records with the same value
List editor
178
T/F:
| Work Notes are not visible by customers
True
179
Common field types
```
String
Choice
True/False
Date/Time
Reference
```
180
Runs when a record is displayed, inserted, updated, deleted or a table is queried
Business rules
181
Dials, donuts, bar charts, pivot tables are examples
Reports
182
Performance Analytics predefined elements
Indicators
Data collection jobs
Socrecards
Dashboards
183
Important SLA fields
SLA Conditions
Duration Type
Schedule
Timezone
184
Left and right sections of the Slushbucket
Available and Selected
185
QPP
Quarterly Patching Program
186
Maximum number of characters in a single-line text field
254
187
An ordering system for department's products and services
Service Catalog
188
T/F:
| Multiple tasks can be produced from a single Requested Item
True
189
Navigate here to modify an existing report
Reports > View/Run
190
Three ways to leave feedback about a knowledge article
Leave comment, Give rating, Mark as helpful
191
Three ways notifications occur
Email
SMS
Meeting invitation
192
T/F:
| Business rules monitor from fields
False
193
A box icon with an arrow at the top poiting up
Sharing Menu
194
Must be done before a workflow can be edited
Checked out
195
Navigate here to report an Inicident on the service portal
Can We Help You? Category in the Service Catalog
196
Used to create and share a story with data
Dashboard
197
Programming language used in ServiceNow development
JavaScript
198
T/F:
| CI can be tangible or intangible
True
199
Three things created when a catalog item is oreder
REQ
RITM
SCTASK
200
User criteria where users can read, create, and modify KB articles
canContribute
201
Where UI policies run
client side
202
Views on Configuration Item that can be toggled
Dashboard and Form
203
Best option for sharing a report
Share the report
204
Chart that contains both bar and line graph
Pareto chart
205
T/F:
| Customers can view Additional Comments
True
206
Common interface features of a list
Title bar
Filters&Breadscrumbs
Column Headings & Search Fields
207
T/F:
| Only unpublished workflows are captured in US
False
208
SLA table
contract_sla
209
Steps to comming an update set
Retrive
Preview
Commit
210
Default sort fields for a list displayed for the first time
Order
number
name
the table's display field
211
Return applications sections and modules containing word typed
Navigation filter
212
Granted for non-admins to develop applications
Delegated Development
213
Workflow states
Checked out
Unpublished
Published
214
Created when a table in the CMDB is extended
New relationship rule
215
Selected to impersonate another user
User menu
216
Three attributes of a field
Name
Label
Value
217
Key SLA components
```
Definitions
Task
Workflow
Automation
Conditions
Script include
```
218
Search feature to narrow down results
Wildcard Characters
219
Tool that automatically popilates CMDB with user's Windows computer info
Help the Help Desk
220
T/F:
| Data policies are Server Side only
False, both
221
Placeholder that renders as link to an incident record
${URI_REF}
222
Text label that make it easier to group and organize records
Tags
223
Allows one to update existing Target Table records when importing data from an import set
Coalesce
224
table of RITM#
sc_req_item
225
Key CMDB tables
cmdb_ci and cmdb_rel_ci
226
T/F:
| ServiceNow uses a single system of record
True
227
Four ways Client Scripts can execute
onLoad
onSubmit
onCellEdit
onChange
228
T/F:
| Publishing a report makes it available to users outside of ServiceNow
True
229
T/F:
| Limiting the size of Import Sets is recommended
True
230
Base platform Formatters
```
Activity
Process Flow
Parent Breadcrumbs
Approval Summarizer
CI Relations
```
231
Major workflow components
Activites
Conditions
Stages
232
Simplifies the process of submitting new records by pre-populating fields
Templates
233
How list v3 is enabled
Plugin
234
Ordering multiple items for a new user with a single request is an example
Order Guide
235
Used for tracking tasks and projects
Timeline
236
T/F:
| ServiceNow uses a single tenant architecture
True
237
GUI designed for support agents that puts multiple tools on one page
Workspace
238
Role table
sys_user_role
239
Field used to communicate a record's progress with its requestor
Additional comments
240
Icon that resembles a heartbeat
Activity Stream
241
T/F:
| Tasks can only be performed once
False
242
Workflows called from other workflows
subflows
243
Where to view all the upgrades made to an instances
System Diagnostics > Upgrade History
244
T/F:
| Data is captured in an Update Set
False
245
Navigate here to view a Dependency View Map
Dependency Views > View Map
246
Two options to define a Service Catalog item's fulfillment process
Flow
| Workflow
247
Role required to make tags viewable to everyone
admin or tags_admin
248
Allows users to post and answer other user's questions
Social Q&A
249
T/F:
| Serveral user criteria records can be applied to a single catalog item
True
250
Table that extends another table
Child
251
CI
Configuration Item
252
Provide additional functionality when activated
Plugins
253
T/F:
| Flow Designer actions can be contained in a spoke
True
254
"is, is not, contains, is one of etc." are examples of
Filter Operations
255
A table which is extended, but itself is not extending another table
Base table
256
ServiceNow's database
MySQL
257
Can trigger an email to the requestor when their Incident is submitted
Business Rule
258
Contains all of the access control rules for an instance
ACL
259
Role required to access Reports > Administration > Properties
admin
260
Displays fields from one record in a table
Form
261
Three things a catalog adminstrator can manage
Catalog Items
Catalogs
Categories
262
Perfomance components
Application server
Network
Browser
Cache
263
T/F:
| The highest number in the Order field displays first
False
264
T/F:
| Update sets can be merged
True
265
Collection of permissions used to gran access and sign security
Role
266
Role required to managed all aspects of import sets
admin or import_admin
267
Displays actions to create quick reports, configure lists and export data
Column Context Menu
268
Key UI components
Banner Frame
Application Navigator
Content Frame
269
This feature shows real-time record activity, like who is viewing or editing
Presence
270
aka Filter Conditions
Breadcrumbs
271
T/F:
| It is best practice to use single, large update sets
False
272
Allows a user to submit a feedback about an article to Knowledge Manager
Flagging
273
Knowledge Management Service Portal item that displays highest percent of articles marked helpful
Most useful
274
Task SLA does not reach certain contion in alloted time
Breached
275
An access control at the column-level restricts access to what
The field
276
Request + Response = ?
Round trip
277
Line, Column, Area, and Spline are examples of this report type
Time Series
278
Dependency View maps are based on
D3 and Angular
279
Navigate here to set configurable properties for the SLA Engine
Serivice Level Management > Properties > SLA Enginge
280
A graphical way to display work using cards and lanes
Visual Task Board (VTB)
281
OLA
Operational Level Agreement
282
Provides a guide for mapping a moving data
Transform map
283
Instructs a field's behavior when UI policy is triggered
UI Policy
284
Three flow designer triggers
Application
Record
Schedule-based
285
Choose which fields to appear on a form accoring to own preferences
Personalize Form
286
T/F:
| BR are real-time
False
287
Database contains
tables
288
T/F:
| Global search is case sensitive
False
289
Used to view active, pending issues for a CI in Dependency View Map
Icons and Glyphs
290
Two visualization reports generated from a list of records
Pie chart
| Bar chart
291
Major components of the Service Catalog
```
Items
Record producers
Variables
Variable Sets
Workflows
```
292
Walks one thought the suggested steps to configure their instance
Guided Setup
293
Provides an easy, declarative way of defining metrics
Metric Definition plugin
294
T/F:
| Personalize List Columns modifies a list for everyone
False
295
Dynamic category for five most ordered items
Top Requests
296
Main way to interact with data and applications
Now Platform UI
297
Suffix added to instace URL to emulate mobile on a desktop
/$m.do
298
Navigate here for Catalog Items
Service Catalog > Catalog
| Definitions > Maintain items
299
Common chart to demonstrate the 80/20 rule
Pareto chart
300
Table for Catalog Tasks
sc_task
301
Tool to quickly find applications and modules
Filter Navigator
302
T/F:
| Wilder rules increase the number of rules required to control access
False
303
Where data is entered
Fields
304
Represented by a row
Record
305
Where users access the service catalog form the service portal
Under request something
306
Role required to view work notes
itil
307
Tables table
sys_db_object
308
Syntaxt for doing a "Starts with" search
[text]%
309
Button used to customize the homepage
Add content
310
T/F:
| Mandatory fields can be hidden when personalizing a form
False
311
Users sharing a coomon purpose
Group
312
Determines the squence of variables presented
Order field
313
T/F:
| Upgrades can be performed on individual instances
True
314
ITIL
Information Technology Infrastructure Library
315
Provide different levels of controls for a list
Context menus
316
Needed for all workflows
Begin and End
317
Link to revert to the classic reporting interface
Switch to classic UI
318
T/F:
| Flow Designer requires scripting experience
False
319
Role required by non-administrators to create KB
knowledge_admin
320
Where to navigate to see a list all configuration items
Configuration > Base Items > All
321
A graphical representation of the relation ship of other tables to a specific one
Schema Map
322
Implements most security settings
ACL
323
An indication that something has occurred
Event
324
Three mail notification cofiguration tabs
What
When
Who
325
Circle icon containing a lovercase i
Reference Icon
326
Reports created by and only visible to be
My Reports
327
Users added here recieve notification when Additional Comments are netered
Watch list
328
A staging area for imported records
Import Set Table
329
Selected to personalize system settings
Gear icon
330
T/F:
| Running a report automatically save it
False
331
Maximum number of records recommended for an Update Set
100
332
Used to determine who can read or contribute in a knowledge base
User Criteria
333
Contains the definition for every column on each table
Dictionary
334
CRUD
Create
Read
Update
Delete
335
Tabs on a catalog item's related links sections for applying user criteria
Available for
| Not Available for
336
SLA Conditions (states)
```
Start
Pause
Stop
Cancel
Resume
Reset
```
337
Tool to help map import set and target table fields
Mapping Assist Utility
338
Shows records that have a releation ship to the current record
Related lists
339
Navigate here to cusomize banner image, text, colors
System properties > Basic configuration UI16
340
Icon that toggles Help Sidebar
Question mark
341
T/F:
| Reusing Import set tables is not recommended
False
342
Three types of VTBs
Free form
Guided boards
Flexible
343
Shared scratchpad object
g_scratchpad
344
Report designer phase for defining Group by attitude
Configure
345
Common Requested Item stages
```
Waiting for approval
Approved
Pending
Fulfillment
Completed
```
346
Three parts of filter conditions
Field Operator Value
347
Roles required to use the Workflow Editor
workflow_admin
| workflow_creator
348
A group of changes that can be moved from one instance to another
Update set
349
How to trigger a workflow from a Business Rule
startFlow
350
An Access Control rule that applies to a whole table including its records
table.None
351
Source of good user content
community.servicenow.com
352
Three basic WF activities
Approval
Notification
Task
353
Emulates copy and stays on the form
Insert and stay
354
SOAP
Simple Object Access Protocol
355
Used to communicate in real-time with users
Connect Sidebar
356
Four ways tables can be related to each other
1-*
*-*
Database Views
Extensions
357
Navigate here to change the theme
Settings (gear icon) > Theme
358
Role required to add or remove a list's columns for all users
admin or personalize_list
359
T/F:
| Multiple users can view or edit same record at the same time
True
360
Fields that Assignment Rules automatically set a value
Assigned_to
| Assignment_group
361
Provides ability to integrate with 3rd party apps without scripting
IntegrationHub
362
Tool used to import data and map to ServiceNow tables
Import Set
363
Tables that exists in the base system
Core tables
364
Icon under Filter Navigator resembling a start
Favorites
365
AND, OR, NOT
Operators
366
Allows a user to login once to gain access to multiple resources
Single Sign-On (SSO)
367
Icon that resembles this -> o o o
More options
368
Knowledge articles are grouped by ____
category
369
Two things that run scripts client-side
UI Policy
| Client Script
370
True or False:
| Configuration Items are Tangible, but not Intagible
False
371
T/F:
| Costumer customizations are preserved during an upgrade
True
372
Text indexing and search enginge used by ServiceNow
Zing
373
T/F
| If a row level and field level rule are in conflict, the fild rule is allowed
False
374
Reports available to all fulfillers
Global
375
Displays scores for a single indicator
Scorecards
376
Great web resource for developers
developer.servicenow.com
377
Navigate here to see currently defined notifications
System Notification > Email > Notifications
378
Development, Test, Production are examples
Instances
379
Set start time same as when incident was created
Retroactive start
