Practice Test 001: CSA Flashcards by Quann R

What are the three major steps to create a Service Catalog (SC) request workflow (WF) & make it visible to all?

Define WF properties, create activities, and publish the WF

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Which section of the ServiceNow (SN) UI allows you to perform a global search?

Banner Frame (BF)

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What is a WF primarily used for?

To automate a sequence of activities

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What are 3 ways Variable Sets (VS) can be used?

Recorder Producer, Catalog Items, Order Guides

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When a user customize a homepage, the system makes a copy of the homepage and..?

Adds a “My” prefix to the homepage name

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When does a Client Script run?

onLoad, onChange, onSubmit, & onCellEdit (all on the client-side)

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What are Import Logs?

Logs of all Import Set application operations

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What is a Single Sign-On (SSO)?

An integration that enables a user to login once, while gaining access to multiple software systems

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What are reasons a IT user won’t be able to see Self Service on their homepage?

Their user account doesn’t have ITIL role (which is assigned to a group)

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How is coalesce used in Import Sets?

Using coalesce, import sets may update existing records in a destination Production table

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Conditions can be specified to determine when a ___________ appears.

UI Action

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What is an access defined and applied to?

Specific role or users/groups

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What are the list interface Elements?

Title bar, Breadcrumbs, Column Heading, Fields

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When does the submit button appear on a form?

When changing a new record

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What module is used to view field setting for a table?

Tables and Columns

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What 4 types of users are in a typical SN instance?

System Administrator, Delegate Administrator, ITIL User, ESS User

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What helps you setup an application?

Guided Setup

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If a row level rule and a field level rule exists, both rules must be true before an operation is allowed, is an example of what?

Access Control rule evaluation

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What tables can System Administrator delete?

Only tables beginning with ‘u_’ prefix can be permanently deleted

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Which tables does the incident, problem, and change tables extend?

Task [task] table

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What is the purpose of transform maps?

To determine the relationship between fields in an import set table to the fields in an existing SN table

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What is the difference between “Save” & “Insert” ?

Save saves the record & stays on the form, while Insert creates a new record & redirects to the list

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By default in SN, what customizations are added to Update Sets?

Changes made to the form

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What is a quick way an Approval Manager can approve a SC request?

In the Request list, right-click REQ number and select Approve

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What settings allow users to view a knowledge article even though they are not logged in?

The Public Setting

What are the 6 WF activities?

Approvals, Notifications, Task, Timers, Utilities and Conditions

What are 2 reasons an item can’t be found in the application navigator?

The app is deactivated in your company’s SN Implementation or a filter or switched perspectives/views

How does SN handles data being imported when running Transform?

Transform Map determines between fields displaying in an import set table and fields in an existing SN table

What list ‘field type’ is not sortable?

Date/Time

What does the CMDB do in ServiceNow?

Facilitate quick impact analysis, Help locate failed changes, Increase cost saving to business

Where is the Impersonate User featured located?

It’s in the Banner Frame next to the welcome message

For Administrators creating new SC items. SC variables are _________ by default.

Global

What is the purpose of an Order Guide?

To provide the ability to order multiple related items as one request

What is an Elevated Privilege?

A role that has special permissions for the duration of the logged in session

How to view the dictionary setting of a field on a form?

Right click the field label, select Personalized > Dictionary or Configure Dictionary

What features of ITIL are utilized by the SN platform?

Strategy, Design, Transition, & Operations

What are 3 examples of a UI Policy?

Read Only, Mandatory, & Display/Hide

A Data Policy can be converted into an UI Policy

True

What are the steps to retrieve an update set?

Verify Update Set is complete, Test Connection, Save, Retrieve

How to dynamically map field when Transform Mapping?

By using SN scripting objects and functionality

Where would you go to see if an Admin impersonated another user?

System Log

What are the Out-of-the-Box (OOTB) SN roles in ascending order?

Admin, Delegate Admin, ITIL, ESS

What are 2 settings that can be made in the Contextual Security Manager?

Specify the attachment file types & Set maximum file size

The _________ is a user friendly reference to a field and the _________ is the backend reference to a field.

label, name

What are 4 ways to bring users into SN system?

SSO, LDAP, Import Sets (import users) & Manually entering users & creating users

In what ways can a WF be attached to specific requests?

Manually on the catalog item form, Automatically based on conditions, & Automatically if no other WF is attached

What 3 things a user can do to Knowledge articles?

Create, View, & Edit

How do you set a table field to display for a reference lookup against that table?

Personalize the dictionary entry for the field and check the display checkbox

What roles can not be delegated?

role_delegator & admin

What are the 2 major record types in CMDB?

Configuration Item (CI) & Relation Type

What are 3 types of SC variables?

Select Box, Multi-line, & Checkbox

What is a form?

A UI that displays data from a record in a table

What does new records, new groups, and modified CIs have in common?

They are not captured in an update set

What process does the knowledge base manage?

Document review cycle (feedback from subject matter experts (SMEs) & publishing)

What does contextual security do in SN?

Protects a record based on its contents and table location | Defines access control rules to any level

What are 3 things the SC contains?

Record Producer, Catalog Items, & Order Guide

What element accesses Knowledge Base Articles on the homepage?

News

How is the list determined in an application navigator?

The list of applications seen are based on the role(s) that have been assigned to the user

4 things that are captured in an Update Set.

Tables, Forms, Views, & Fields

When does a Business Rule run?

After a record is Inserted, Loaded, Updated, & Deleted

When do Clients Scripts apply?

When accessed through the form

How can users choose to unsubscribe from certain notifications coming to his/hermailbox from SN?

System Settings > Notifications

What are the Out of the Box (OOTB) Knowledge Base elements?

Instant Publish, Approval Publish, Approval Retire

How do you see reports that are shared with your group?

Reports > View/Run > Group

How to view a log of every generated event?

Navigate to System Logs > Events or System Policy > Events > Event Log

Where do you create CI Class?

Configuration > CI Class Manager

How can you manage record numbering in your instance?

System Definition > Number Maintenance

Which roles have access to create/edit flows in Flow Designer?

Admin & flow_designer

What are the three flow states?

Waiting, Error, & Completed

What are the 5 report types?

Dial, Area, Bubble, Pivot, List

What roles can setup platform intelligence?

ml_admin & admin

What wildcard would display all records in a list where a short description starts with ‘Comp’?

Comp%

What module provides a convenient way to see the list of tasks assigned to your group but not yet to an individual?

Service Desk > My Groups Work

What are the major components of Connect Workspace?

Connect Sidebar, Conversation Tools, Conversation Pane

Which field type is used to reference any record on any table?

Document ID

Which file types can be imported as knowledge articles through Knowledge > Article > Import Articles module?

.docx & .doc

What is the name of the conversational bot platform by SN?

Virtual Agent

What are the options to share a report with other people in the organization?

Scheduled Email, Export to PDF, Publish

What is System Dictionary?

It contains information about a fields data type, character limit, default value, dependency and other attributes

What are the interfaces for accessing a SN instance

SN Agent, SN Mobile Classic, Service Portal, Now Platform UI