Practice Test 002: CSA Flashcards by Tim Raso

What are the types (3) of SLA’s in ServiceNow(SN)?

SLA agreement, Underpinning Contact, & Operational Level Agreement

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What are the different Visual Task Board (VTB) Structures used in SN?

Guided, Freeform, & Flexible

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What does the SN Homepage provide?

When a user logs to SN, they’ll be taken immediately to their homepage. If the user has a personalized homepage that’s what they’ll see. A user sees the homepage with the lowest Order Value

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What is a characteristic of importing data into SN?

An existing Transform Map can be used multiple times on the same import set

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What is a Schema Map?

A visual display of details of tables and their relationship, allowing admins to view and access different parts of the database

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What are the 3 types of numbers from orders?

REQ (Request Number), RITM (Request Item Number), & SCTASK (SC Task Number)

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SN uses what term to describe all data saved within a particular form?

Record

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What is the relationship between incident table and task table?

The incident table extends the task table

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What list does the house icon access?

The list of homepages

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What do you used to removed a field from a list by moving a field from the selected column to the available column?

A slush bucket

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Where would you go in SN to order services and products offered by various departments?

Service Catalog

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Access control rules provide access security to what database objects?

For a specific CMDB CI

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What are the 4 aspects of SLA?

SLA Automation, Task SLA, SLA Definition, & SLA Workflow

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What conditions are evaluated against the Users to determine CRUD?

User Criteria

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What is an example of one-to-many relationships?

The Task table [task] ‘assigned to’ field references the user table [sys_user]

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What tool is used to create dependencies between CI in the CMDB?

CI Class Manager

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What is the function of User Impersonation?

Testing and Visibility

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Where can admins check the release running on a SN instance?

Stats Module

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A piece of JavaScript (JS) that runs in the server side.

Business Rule

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How do you mark a Knowledge Article (KA) for review?

Flag Article

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What is the platform name for the user table?

sys_user

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How can you influence performance on homepage dynamically generated?

Set refresh to off or for longer time increments

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What table is a role recorded in?

sys_user_role

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A User is stored in what table?

sys_user

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How do you make a list filter available to everyone?

Assign a name, set visibility and save

What is the organizing structure used in the Knowledge Base (KB) to organize articles?

By Category

How would the SN system assign the table name to a newly created global custom table named “abc”?

u_abc

How would you import data from a spreadsheet into SN?

Select Import Set, Select Transform Map, Run Transform

What are conditions that will trigger an SLA?

Start Condition, Pause Condition, & Stop Condition

What is the language used for scripting in SN?

What actions can a User select from a User menu?

Elevate Roles, Impersonate Users, & Log Out SN

What is the difference between UI Policy and UI Action?

UI Policy can make fields read-only, mandatory, or hidden, while UI Actions can make a save button visible for appropriate users

How would you add a Tag for “Special Handling” to an incident record?

Click on the icon (3 horizontal dashes), Click Add tag, Type “Special Handling”, & Press Enter

What 3 things are contained in the banner frame?

Homepage, Impersonate Key, & Welcome message

What does Custom Charting Plug-in allow you to do?

To create charts when you have a requirement that cannot be satisfied with the Report application

What are the 2 possible file formats for importing data in SN?

JSON, Excel or CSV

When adding a variable to a catalog item, what does an order field determine?

The display order of variables, which are listed by ascending order values

What is used to initiate a flow?

A Trigger

How is assignment rule followed in terms of Role, User, & Group?

Create a Group, Assign Role to Group, & Assign User to Group

What module can be used to view field settings for a table?

Tables and Columns

What displays a set of records from a table?

A List

Which group of permissions is used to control Application and Module Access?

Roles

What does: create incident, password reset, & report outage, all have in common?

They direct the user to a record producer

Table Access Control rules are processed in what order?

Table Name, Parent table name, & Any table name (wildcard)

What is used to have multiple rounds of approvals?

Workflows

What are 5 things SN is built on?

Web 2.0, ITIL v3, IT 3.0, SaaS, & PaaS

What is generated from a SC once a user places an order for an item or service?

A Request

Which type of tables may be extended by other tables, but do not extend another table?

Base Tables

What are the different types of system imports?

Load Data, Create Transform Map, & Run Transform

Business Rules are used to enforce mandatory data on a form.

False

What are you allowed to make customizations to?

Forms, Fields, Tables, & Everything

What is the greatest benefit for utilizing SLA’s

Ensure representatives are provides a specific level of service, and run reports on the success rates of the SLA actions

Which user in the system that receives other users messages like approval requests, media invitations and other business messages?

Delegate

How would you change the incident number prefix to “IN” instead of the default “INC” as admin?

Go to System Definitions > Number Maintenance

Client Scripts can be executed in 4 ways. What are they?

onLoad, onChange, onCellEdit, & onSubmit

When should you not use Client Scripts?

When you can use UI Policies and Access Control rules instead

What module tracks all upgrades made to the system?

System Diagnostics > Upgrade History

Where can you view information about system activity?

System Logs

What does a user utilize to open an Incident by email?

Inbound Email Action

What 3 things can trigger a notification?

Scripts, Business Rules, and Workflow

What module can you use to create a table?

Tables and Columns

How is the default search order configured for Knowledge Articles?

per Relevancy

How are users related to roles or groups?

Many-to-Many

What application doesn’t run natively in smartphones?

Workflows

What can you use to send an email notification and modify existing records?

Inbound Email Action

What is a contract between an IT service Provider and a 3rd-Party?

Underpinning Contract (UC)

Where do you go to check application server and network responses?

System Logs

What helps finding records from tables?

Global Search (text)

What are variables in regards to Service Catalog?

They define the questions to ask the end user while ordering Catalog Items

What are the main activities of the Knowledge Manager?

Document review cycle (including submission, feedback from SME, and Publishing)

What modules are available to ITIL users by default?

Incident, Problem, Change, Service Catalog, Self-Service

In the smart filter condition builder, what are the 3 elements of a filter?

Filed, Operator, Value

What is the purpose of an Update Set?

To move a group of customizations from Development to Production

What automatically gets captured in an Update Set?

Tables, Forms, Views

When testing a flow in Flow Designer, what is bypassed?

Flow Trigger conditions

What are three core actions in Flow Designer?

Ask for Approval, Send Email, Delete Record

What are the KPI signals are used in Performance Analytics to Make decisions that statistically support long-term workflow stability?

Anti-signals

Practice Test 002: CSA Flashcards

(77 cards)