ServiceNow Admin Fundamentals Flashcards
CSA
1
Q
Which format is the data & applications of a ServiceNow Instance stored?
A
Database
2
Q
Which feature allows users to browse and test what other users can do in a ServiceNow Instance?
A
Impersonation
glide.sys.log_impersonation
3
Q
What is the relationship between the Task Table and Incident Table?
A
The Incident Table Inherits the Task Table
4
Q
What happens when you create a new table, ‘customer’?
A
The default columns: ‘created’ and ‘created_on’ are added
5
Q
How is the sys_id field presented in the ServiceNow Platform?
A
A String
6
Q
You need to create the ‘Avatar’ field to store an image. What data type allows images to be stored in a field?
A
File Attach
7
Q
What displays the details of tables and their relationships in a graphical interface?
A
Schema Map
8
Q
Which is a set of conditions applied to a table list to isolate a subset of the data?
A
Filter
9
Q
What is the language use for scripting in ServiceNow?
A
JavaScript
10
Q
Given the table name: u_employee, which describes the table?
A
It is created by a user in the Global Scope
11
Q
Which two can be captured with an Update Set?
A
Roles & UI Policies
12
Q
What does the sys_user table contain?
A
Every user record who can log into an instance
13
Q
What is the purpose of Application Scoping?
A
It protects applications by restricting access to available data
14
Q
Which allos to add a button to a form?
A
UI Action
15
Q
Which set up steps is used to construct a notification email?
A
- Create Email Layout
- Apply the Layout to Email Template
- Application Template to Notification
16
Q
Which enables users to display multiple Performance Analytics widgets on a single screen?
A
Dashboards
17
Q
Which action created a URL for the report, which can be used by internal and external audiences?
A
Publishing a Report
18
Q
Which contains a set of pre-built integration actions for 3rd party applications?
A
Spokes
19
Q
When using Flow Designer, what do you add first to your flow?
A
A Trigger
20
Q
In the Service Catalog, which table contains a list of catalog items of a service request?
A
sc_req_item
21
Q
Which application is available to all users?
A
Self Service
22
Q
Which module displays a list of tasks assigned to a user’s group, but not yet assigned to an individual user?
A
My Groups Work
23
Q
Which one of the following is a definition for transform maps in ServiceNow?
A
A map to determine relationships between fields displayed in an Import Set to fields in an existing table
24
Q
Multiple Choice, Single Line Test, and Select Box are what type of elements in ServiceNow?
A
Variable Types
25
Everything in ServiceNow IS...
A RECORD in a TABLE
26
UI
Thing you can manage: Browser Tab Title, Module Text Color, Base Theme, Header Background Color, Banner Image
27
Users & Groups Tables
Group: sys_user_group
User: sys_user
28
Used to determine user access to Knowledge Base or Articles
User Criteria
29
ServiceNow Platform
Application Platform as a Service (aPaaS)
Configurable, Web-Based
Single System of Record
One Data Model - One Architecture
30
Mandatory Field Type
Marked with an asterisk (*)
31
String Field Type
Open Text
32
Choice Field Type
Pre-Defined list of choices
33
Reference Field Type
Linked to tables in ServiceNow which contain a list of valid choices - Reference Fields display a magnifier icon
34
Set of Installed Apps on the ServiceNow Instance before any configuration or customization has been done
Baseline Implementation
35
PDI
Personal Developer Instance
36
MIST Architecture
Multi-Instance, Single Tenant (MIST)
37
Found through the SN Store, developed by SN and Partners, shipped in custom application scope
Applications
All>System Applications>All Available Applications>All
38
Provides additional optional functionality with a ServiceNow Instance
PlugIns
All>System Definition>Plugins or v_plugin.list
39
Shows Current Scope (Globe Icon)
Application Scope Picker Icon
40
How do you activate applications and application features?
Plugins
ServiceNow Store
Request from ServiceNow
41
What is a copy of a ServiceNow Environment that is specific to a customer?
Instance
42
How can you explore an application before purchasing?
Personal Developer Instance or Non-Prod Instance
43
Rows and Columns
Rows: Represents a Record
Columns: Represents a Field
Intersection of Row & Column = Data Value
44
Sort Control: List displayed to user will be sorted in one of the following ways:
Order, Number, Name Field
45
How is the Context Menu accessed?
List Controls Menu
or
Right Click the List Header or Column Header
46
Conditions that make up a Filter (isolates subset of data)?
FOV: Field, Operator, Value
47
Choice list on a table. Includes fields on related table by dot-walking.
Field
48
Choice list based on field type.
Text Value: contains, is one of, starts with
Numeric: greater than, less than, is, is not
Date: on, before, after, between
Operator
49
Text entry field or a choice list
Value
50
Summary of filter conditions or 'at a glance' view
Breadcrumbs
51
Gathers information from a series of tables through reference fields
Dot Walking
*CANNOT Dot-Walk when using Form Design
52
Create an Application
All>System Definition>Application Menu
53
Create a Module
All>System Definition>Modules
54
Data stored in tables that contain fields
Records
55
Pieces of data within a record
Field
56
T or F: A form displays fields from one record
True
57
Forms include the following components:
Fields
Sections
UI Actions
Related Lists
58
Organize fields into logical groups to group related fields together
Sections
59
Boolean Field Type that appears as a checkbox
True/False
60
Used to add, remove or reorder Fields
List Collector
61
3 Main Components of Form Design (CANNOT Dot-Walk)
Page Header
Field Navigator (Field, Field Types, Filter)
Form Layout (Visual)
62
Used for moving fields within a form to a different location
Handle
63
Used to modify field settings within a form (label, mandatory, read only, reference, and choices)
Settings
64
Used to remove the field from a form
Remove
65
Read only to identify the field within a form
Field Label
66
An Element used to display information that is not a field in the record (a way to display data)
Formatter
67
Shows records in tables that have a relationship to the current record
Related Lists
68
What limits a field's available values?
Dependent Field
69
A Magnifying Glass is used to identify this field
Reference Field
70
Individual Column of Data
Field
71
Corresponds to rows in a table
Records
72
Where field and record intersect
Value
73
Contains definition for every table and field in the database
System Dictionary
74
Graph with relationships between tables (extended, extending, referenced, and referencing)
Schema Map
75
Identified by a 32-Character, global UNIQUE ID
sys_id
76
Reference-able Fields to a Record on another table
One-to-Many Relationships
77
2+ Tables can be related in a bi-directional relationship
Many-to-Many Relationships
78
Tables that can be joined using the database views plugin
Database Views
79
A Table that Extends
Child Table
80
Inherits the FIELDS of its PARENT and allows creation of fields unique to the child class
Child Table
81
A parent class that is not an extension of another table. Other tables may extend from here to create Parent/Child relationships.
Base Table
82
Cumulation of Parent, a Base and Core Table
Task Table
83
Exists in Base System and Table DOES NOT start with a U_
Core Table
84
Table that starts with a U_ (global scope, SN wrote user defined, created by DEV/Admin)
Custom Table
85
Table that stars with X_= Customer Apps with their own scope
Custom Table
86
2 Table Types
Core or Custom Tables
87
Tables with this COLOR, are tables that extend the task table (include problem and change phase).
Blue
88
Tables with this COLOR, are tables that are referenced by the task table (including location and user tables).
Red
89
A security role defines to restrict the permissions of a user from viewing and interacting with data.
Access Control
90
Meaning of CRUD relating to Access Control Rules?
Create
Read
Update (Write)
Delete
91
A security rule defined and set at the row level and the column level. Executed when attempting to access any ServiceNow table.
ACL
92
What role has security admin access?
Security Admin Role (security_admin)
93
When a custom table is created, the system creates 4 access control rules by default. What are they?
Create, Read, Write, Delete
94
Where can permissions be configured?
Access Control Rule
95
What are the 3 ways permissions can be configured within the Access Control Rules to limit access of the object?
Conditional Expressions
Roles
Scripts that set variable answer to True or False
96
Access Control Rules specify the 3 following criteria:
Valid Operation (CRUD)
Object being Secured (Table, Table & Field)
Permissions for Access (Roles, Conditional Expressions, Scripts)
97
A tool used to import data from various data sources and map that data into ServiceNow tables
Import Set
All>System Import Sets>Load Data
98
JSBC, HTTP/FTP, Excel, CSV, XML are examples of?
Data Sources
99
A set of field maps that define the relationships between fields in an import set table and fields in a target table
Transform Map
100
What is it called when the field will be used as a unque key during import?
Coalescing
101
What happens if a match is not found using coalesce fields?
A new record will be inserted into the database
102
A series of tables and fields that contain all the configuration items (CIs) controlled by your company, as well as their attributes and relationships
CMDB
103
Tangible or intangible devices or applications in the CMDB such as firewalls, computers, applications, email services, and services.
Configuration Items
104
Key System Tables:
Base Configuration Items
Configuration Item
CI Relationships
Base Configuration Items: CMDB
Configuration Item: cmdb_ci
CI Relationships: cmdb_rel_ci
104
Provides an interactive graphical interface to visualize relationships between configuration items
Dependency Views
105
Used as a central location to explore the CMDB class hierarchy, CI table definitions and class CIs
CI Class Manager
106
CMDB-based framework that identifies where to place data for the products you are using
CSDM
107
Scans the network to inventory devices and applications adn updates the CMDB with the results fr each unique type of hardware and software
Discovery
108
Top-Down Discovery augments the CMDB with IT relationships and dependencies between the CIs to model the IT components that comprise a service
Service Mapping
108
What modules can you use to create a new table?
Tables and Tables & Columns
109
Which elevated role is required to modify access control rules?
Security_admin
110
What is a CI?
Configuration Item. Tangible or Intangible.
111
A parent class that is not an extension of another table is called what?
Base Table
112
In what order are access controls evaluated?
Table Level then Field Level
113
What are the 3 tables in the CMDB?
cmdb
cmdb_ci
cmdb_rel_ci
114
Allows users to create, categorize, review, approve, and browse important information in a centralized location that is shared by the entire organization
Knowledge Management
115
Knowledge Security and Visibility
User Criteria
116
Defines conditions that are evaluated against users to determine which users can create, read, write and retire knowledge articles
User Criteria
117
Knowledge Roles needed for Service Catalog?
Knowledge_admin
Admin
Knowledge_manager
Approver_user
118
What is required to activate Knowledge Management on Now Mobile?
Plug-In
All>Now Mobile App>Knowledge Bases
119
What tab on the knowledge base record, would you use to identify the set of users who are able to read articles in the knowledge base?
Can Read
120
This role can mange multiple service catalogs
catalog_admin
121
A form that produces a task record and are a type of catalog item (e.g. create a get help and put in a description of when creating a filling out the catalog request)
Record Producer
122
Provide questions to help the requester specify what item option or service to order
Variables
123
A collection of variables that can be shared between catalog items
Variable Sets
124
A _____ can have multiple items and will have multiple tasks.
Request
125
Where you go to add things to the Service Catalog that people can purchase.
Maintain Items
126
Examples of Variable Types
Multiple Choice
Select Box
Single Line Text
Reference
Check Box
127
Used to assist customers and ordering a complete set of needed items and to help users see item relationships. Provides the ability to order multiple related items as one request.
Order Guide
128
Generates from summary of the order - request state.
REQ# (Request)
129
Generates from Item Ordered, Quantity and Stage
RITM# (Requested Item)
130
States what to do, assignment group, who its assigned to task state and work notes
SCTASK# (Catalog Task)
131
A non-technical interface for building and enabling process automation capabilities, known as flows.
Flow Designer
132
Flow Designer Roles
flow_designer
flow_operator
action_designer
133
Instantiate the flow and can be record-based, dates-based or application-based
Flow Diagramming Triggers
134
Triggers run as a flow after a record has been created or updated
Record-Based Trigger
135
Triggers run as a flow at the specified date and time or at scheduled intervals
Date-Based Trigger
136
Triggers start a flow when application specific conditions are met
Application-Based Trigger
137
A ____ _____ is added to store results after an action is added to the flow.
Data Pill
138
Offers several pre-built sets of integration actions to interact with common third-party applications. These sets of integration actions are referred to as spokes.
Integration Hub
139
Targeted for Citizen Developers to enable owners to author enterprise workflows and create a single unified process.
Process Automation Designer
140
A conversational platform that helps users obtain information, make decisions and perform common work tasks within a messaging interface.
Virtual Agent
141
What is created when an order is placed for a catalog item?
REQ#, RITM#, SCTASK#
142
Which module is used to add, update, or remove catalog items?
Maintain Items
143
What represents questions asked when orderning a catalog item?
Variables
144
Which module is used to create or edit flow designer flows?
All > Process Automation > Flow designer
145
What are the components of a flow designer flow?
Trigger and 1 or more actions
146
How many reports (+) does ServiceNow base instance come with?
ServiceNow base instance comes with over 25 standard report types (Pareto, donut, heatmap, line, column, pie, speedometer, dial, etc.)
147
What are the 4 ways to see a report within Report Designer?
Data, Type, Configure, Style
(Downtown Coffee Shop)
148
Provide an easy way to categorize, flag, and locate records
Tags
149
Allows users to create dashboards with widgets to visualize data over time in order to identify areas of improvement
Performance Analytics
150
Performance Analytics Includes 4 components:
Widgets, Tables, Data Collector and Dashboards
151
Notifications can be triggered by events in the platform through the following methods:
Email
SMS
Meeting Invite
152
Uses machine learning algorithms to set fields values during record creation
Predictive Intelligence
153
Agents have real-time collaboration with others based around a workspace task-based or interaction-based record
Sidebar
154
What should you consider when exporting a report to PDF and sharing a file?
Information may be obsolete, and Access Control is not enforced on exported data
155
What are the 4 tabs used to create a new report in Report Designer?
Data, Type, Configure, Style
156
What can trigger a notification?
Record inserted or updated
The event is fired
A Script
157
Name three ways of sharing a report with other people in the organization.
Scheduled Email
Export to PDF
Publish
158
Where can users define notifications channels & manage subscriptions?
All>Self-Service>My Notification Preferences or User Profile Menu>Preferences>Notification>Core UI
159
Three tabs used to configure an email noficiation:
When to Send
Who to Receive
What it will Contain
160
How many places within the SN Platform can code be inserted to change the behavior of the platform?
30+
161
Rule that applies to a form dynamically change the ways the fields behave in a form
UI Policy
162
Can make fields read-only, mandatory or hidden
UI Policy
163
Can enforce mandatory data on form & import
Data Policy
164
Can make save button visible on form for appropriate users
UI Action
165
Can trigger confirmation email to caller when incident is first submitted
Business Rule
166
Can prompt that an incident has been successfully submitted
Client Script
167
There are 3 scripts that run on a browser. They are:
Client Side Scripts
UI Policies
Client Scripts
168
________ may execute on the client side (Web Browser) or the server side (SN database) and can fundamentally alter the baseline instance and user experience.
JavaScript
169
____ is the computer program running as a service, a physical computer dedicated to running one or more services, or a system running a database
Server
170
_____ is a rule that is applied to a form to dynamically change information or the form itself
User Interface Policy
171
_______ are not about security, they are about managing the user experience and data integrity
UI Policies
172
_______ is a rule that enforces data consistency by setting fields as mandatory and/or read-only
Data Policy
173
_______ are not about security, they are about managing the integrity of the information stored in the database
Data Policies
174
______ make "real-time" changes to the appearance of the user interface, especially forms
Client Scripts
175
Runs when a cell on a list changes value through use of the list editor
OnCellEdit()
176
Runs when a particular field changes value
OnChange()
177
Runs when a form is loaded
OnLoad()
178
Runs when a form is submitted
OnSubmit()
179
______ is configured to run when a record is displayed, inserted, updated, deleted, or when a table is queried
Business Rule
180
Where do Business Rules execute?
Service Side
181
Unlike UI Policies, Business Rules are ____ real time.
NOT
182
A group of configuration changes that can be moved from one instance to another
Update Set
183
True or False: Data is captured in an Update Set?
FALSE
184
Enables you to group update sets together so you can preview and commit them in bulk
Bulk Update Sets
185
The 3 step process to retrieve an update set includes:
Retrieve
Preview
Commit
186
Provides central access to different graph sets for monitoring performance of your instance
ServiceNow Performance Dashboard
187
Use ___ ____ _____ for low-code development, automating business process and solve business problems
App Engine Studio
188
Non-administrator users and groups which are assigned one or more permissions to develop applications
Delegated Developers
189
How do System Admins check which release the instance is running on?
stats.do
190
Which scripts runs when a record is displayed, inserted, updated, delated or when a table is queried
Business Rule
191
What protects applications by identifying and restricting access to available files and data
Application Scoping
192
What Attributes of a fields that a UI policy can change on a form
Mandatory, Visible/Hidden, Read Only
193
What data formats can IntegrationHub parse?
XML and JSON
194
What are the correct steps that are part of a workflow in SN Platform?
Start, Pause, Stop, End
195
This is NOT a list interface element.
Gauge
196
Which protocol is used to send outbound emails from SN?
SMTP
197
TRUE or FALSE: The Incident Table extends the Task Table.
True
198
These components run on the Server-Side:
Script Include
Business Rules
Data Policy
199
Triggers an event for a task record if the task is inactive for a certain period of time. If the task remains inactive, the monitor repeats at regular intervals.
Inactivity Monitor
200
This enhances the system log by providing additional information about the durations of transactions.
Client Transaction Time PlugIn
201
What is the parent table for Incident, Problem and Change?
Task Table
202
ServiceNow ____ has only read access to customers AD.
LDAP
203
What is the master table that contains a record for each table in the database?
sys_db_object table
204
How are users related to roles or groups?
Many to Many Relationship
205
What is used to join 2 tables?
Database Views
206
Where are customizations on SN Instances stored?
sys_update_xml
207
True or False: Data Collector Jobs are run in Performance Analytics>Data Collector
True
208
What is the sequence of conditions in a ServiceNow SLA definition?
Start, Pause, Stop
209
True or False: Conditions can be specified to determine when a UI Action appears?
True
210
Which role will a user require to initiate the setup of Agent Intelligence?
Admin or ml_admin
211
Service Catalog Items are the ___ _____ to the Service Catalog.
Building Blocks
212
The MID Server enables communication and the movement of data between ServiceNow instance and external applications, data sources, and services.
Which table stores all related communication records in this regard ?
ECC Queue (ecc_queue) Table
213
2 Knowledge Article Types
Wiki and HTML
214
What does an Order Field Determine?
Established the display order of the variables. Variables are listed by ascending order values.
215
True or False: You can limit ServiceNow Instance access by IP range?
True
216
What do you use in CMDB Workspace to verify the existence of actual IT infrastructure and applications that you own, systematically and in bulk?
CI Attestation
217
What can agents do in the Sidebar feature of the Next Experience UI?
Create, open, and search for discussions about their work.
Have real-time collaboration with others from a Workspace interaction-based record.
218
Which of the following operation is a record-type access control list that restricts access to reports based on a role?
report_view
219
What details can you find in the import set record after running an import?
Import Log
Import Set Runs
Import Set Rows
220
What can be disabled within the Knowledge Base?
Disable Commenting
Disable Suggesting
Disable Category Editing
Disable Rating
Disable Mark as Helpful
221
For Administrators creating new Service Catalog items, what is the characteristic they should know about Service Catalog variables?
Service Catalog variables are global by default
222
Which of the following can be customized through the Basic Configuration UI 16 module?
Banner Image
System Date Format
Browser Tab Title
223
Which of the following statements is true when a new table is created by extending another table?
The new table inherits all of the fields of the parents table and can also contain new fields unique to itself
224
What are the different Schema relationship types that are supported for tables?
1. Referenced by,
2. Referencing,
3. Extended by, and
4. Extending.
225
Which term refers to application menus and modules which you may want to access quickly and often?
Favorite
226
Knowledge Base Search results can be sorted by which of the following?
Views: sorts by 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.
227
The baseline Service Catalog homepage contains links to which of the following components?
Record Producers, Order Guides, Catalog Items
228
True or False: Conditions can be specified to be determined when a UI Action appears
True
229
Which feature enables you to maintain a unified content categorization across different content types, such as catalogue items, knowledge articles, and community posts?
Taxonomy
