ServiceNow Overview Flashcards by Lucia Goč

CSAP0532 ( Category: ServiceNow Overview )
What is the quickest way to navigate back to a recently viewed record?

Expand All Applications
Impersonate the user
Navigate to corresponding list
Select the record from the History tab

Select the record from the History tab

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CSAP0691 ( Category: ServiceNow Overview )
What creates a new record and closes the form?

Update
Submit
Insert and Stay
Copy Incident

Submit

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CSAP0697 ( Category: ServiceNow Overview )
What uses machine-learning to determine field values during creation?

Predictive Intelligence
Robotic Process Automation
Classification Algorithm
Handler
Artificial Intelligence

Predictive Intelligence

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CSAP0491 ( Category: ServiceNow Overview )
Who is ServiceNow’s founder:

Brad Tilton
Pierre Omidyr
Jack Dorsey
Fred Luddy
Chuck Tomasi
Beth Anglin

Fred Luddy

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CSAP0713 ( Category: ServiceNow Overview )
Where do users personalize their user interface?

System Settings
Custom UI
Control Panel
User Preferences

System Settings

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CSAP0499 ( Category: ServiceNow Overview )
What are the three Now Platform interfaces?

Now Platform User Interface
ServiceNow Mobile Apps
Service Portal
Workspace

Now Platform User Interface
ServiceNow Mobile Apps
Service Portal

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CSAP0560 ( Category: ServiceNow Overview )
What is the Now Platform’s cloud-based computing model?

Infrastructure-as-a-Service
Application Platform-as-a-Service (aPaaS)
Software-as-a-Service (SaaS)
Platform-as-a-Service

Application Platform-as-a-Service (aPaaS)

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CSAP0138 ( Category: ServiceNow Overview )
Navigate here to create a new relationship role

Configuration > Suggested Relationships

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CSAP0593 ( Category: ServiceNow Overview )
What are users without any assigned role permissions?

Zero Trust
itil
Self-Service users
Null Users
Non Users

Self-Service users

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CSAP1022 ( Category: ServiceNow Overview )
Which feature in ServiceNow helps improve Collaborative Efforts?

User impersonation
Groups
User Presence

User Presence

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CSAP0455 ( Category: ServiceNow Overview )
What is the real-time messaging tool called?

Connect Chat
Now Chat
Connect Now
LiveCom
All of the above

Connect Chat

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CSAP1009 ( Category: ServiceNow Overview )
Select three options available in the user menu.

Elevate Roles
Turn off notifications
Logout
Impersonate User
Export to pdf

Elevate Roles
Logout
Impersonate User

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CSAP0451 ( Category: ServiceNow Overview )
What’s a module and application in the example Incident > create new

Incident is an application and create new is the module
Incident is a module and create new is an application
Incident and create new both are applications
Incident and create new both are modules

Incident is an application and create new is the module

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CSAP0547 ( Category: ServiceNow Overview )
What is used to search the whole instance for records?

Global Finder
Control Panel
Explorer
Global Search

Global Search

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CSAP1193 ( Category: ServiceNow Overview )
There are 3 ways to interact with the Now platform.

Select the three Now Platform interfaces from list below:

Next Experience Unified Navigation
Next Experience
Now Mobile App
Next Mobile App
Service Portal
Customer Portal

Next Experience Unified Navigation
Now Mobile App
Service Portal

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CSAP0789 ( Category: ServiceNow Overview )
Which plugin allows users to install multiple applications, application customizations or plugins at once?

Multiple integration and process delivery (MIPD) Spokebatch install
Application Integration and Plugin Delivery (AIPD) Spokebatch install
Continuous Integration and Continuous Delivery (CICD) Spokebatch install
Quick Integration and Multiple Delivery (QIMD)

Continuous Integration and Continuous Delivery (CICD) Spokebatch install

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CSAP1203 ( Category: ServiceNow Overview )
The first time you log into a Next Experience instance, ______________ is available to help you get acquainted with the unified navigation.

a Welcome Component
an Onboarding Component
a Newby Component

an Onboarding Component

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CSAP0311 ( Category: ServiceNow Overview )
Multiple choice, single line text, and select box are what type of elements in ServiceNow?

Order Guides
Request Types
Variable Types
Related Lists

Variable Types

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CSAP1216 ( Category: ServiceNow Overview )
Name four features of the main screen element for Banner Frame in the Next Experience Unified Navigation:

Global Search
Search
User Menu
Help Icon
Contextual App Pill
Contextual Help

Global Search
User Menu
Help Icon
Contextual App Pill

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CSAP0941 ( Category: ServiceNow Overview )
What role is required to publish reports in ServiceNow?

report_publish
report_publisher
publish_report
report_import

report_publisher

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CSAP0940 ( Category: ServiceNow Overview )
The database name for the user table is _______?

user
user list
admin_user
sys_user
system_user

sys_user

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CSAP0323 ( Category: ServiceNow Overview )
Which is selected to impersonate another user?

User menu
Application Navigator
System settings
Magnifying glass

User menu

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CSAP0832 ( Category: ServiceNow Overview )
Which plugin needs to be activated in order to translate the content of a catalog item to multiple languages?

Translation framework plugin
Localization framework plugin
Language AI framework plugin
Multiple Language framework plugin

Localization framework plugin

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CSAP0786 ( Category: ServiceNow Overview )
Where in ServiceNow can users author cross-enterprise workflows and create a single and unified process?

Process Playbook Designer
Visual Task Boards
Flow Designer
Process Automation Designer
Workflow

Process Automation Designer

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CSAP1020 ( Category: ServiceNow Overview ) Which statement below is true with respect to Insert & Update? Inset updates an existing record, update saves a new record, both options close the form. Insert creates a new record, update saves an existing record, both options close the form and return to the list view of records. Insert creates a new record, update saves an existing record, with both options user is left in form view.

Insert creates a new record, update saves an existing record, both options close the form and return to the list view of records.

CSAP1217 ( Category: ServiceNow Overview ) Name four features of the main screen element for All Menus in the Next Experience Unified Navigation: All (Applications & Modules) History Global Search Navigation Filter Favorites Forms

All (Applications & Modules) History Navigation Filter Favorites

CSAP0360 ( Category: ServiceNow Overview ) If the end user wants to report an incident, where do they navigate on the service portal? In the infrastructure Services Category in the Service Catalog In the Software Category in the Service Catalog In the Quick Links Category in the Service Catalog In the Can We Help You? Category in the Service Catalog

In the Can We Help You? Category in the Service Catalog

CSAP1207 ( Category: ServiceNow Overview ) Name three of the Useful features headings: Start you day here Welcome mat Understand key data through visuals Expand your knowledge Save knowledge

Start you day here Understand key data through visuals Expand your knowledge

CSAP0318 ( Category: ServiceNow Overview ) Which of the three workflow types does the Now Platform provide? Employee Customer End User Information Technology (IT)

Employee Customer Information Technology (IT)

CSAP1199 ( Category: ServiceNow Overview ) Which two OSs are available for Now Mobile: BlackBerry OS Apple iOS Google Android Symbian Windows Mobiles

Apple iOS Google Android

CSAP0500 ( Category: ServiceNow Overview ) What icon marks any application or module as a favorite? Gear Triangle Star Circle

Star

CSAP0618 ( Category: ServiceNow Overview ) What displays customized messages for users to see at login? Embedded Help UI16 Welcome Page System Guide

Welcome Page

CSAP0494 ( Category: ServiceNow Overview ) Which rule applies to only one field on a record? *.table table.field table.none table.*

table.field

CSAP0822 ( Category: ServiceNow Overview ) What is the new UI released in San Diego called? UX Now The Now Experience UI UI17.0 The Next Experience UI UI Builder UI16.0

The Next Experience UI

CSAP0704 ( Category: ServiceNow Overview ) What is the Guided Setup completion indicator of an empty circle mean? Task is not activated Task has not yet started Percentage of the task complete Indicates task is complete Indicates task is canceled

Task has not yet started

CSAP0684 ( Category: ServiceNow Overview ) As it relates to ServiceNow ITIL is an abbreviation for what? Information Technology Information Log Information Technology Index Loop Information Technology Information Library Information Technology Infrastructure Library

Information Technology Infrastructure Library

CSAP0683 ( Category: ServiceNow Overview ) What creates a new record and keeps the form open? Save Update Insert and Stay Insert

Insert and Stay

CSAP0314 ( Category: ServiceNow Overview ) Which of the following is the primary way to interact with the applications and data in a ServiceNow Instance? (Rome Question) Service Portal Workplace Now Platform UI Now Mobile

Now Platform UI

CSAP0798 ( Category: ServiceNow Overview ) Which property prevents users from creating homepages or editing existing ones when set to true? com.glideapp.home.deactivate_homepages com.glideapp.home.deprecate_homepages com.glideapp.home.disable_homepages com.glideapp.home.lock_homepages

com.glideapp.home.deprecate_homepages

CSAP1192 ( Category: ServiceNow Overview ) The abbreviation HI stands for: High Incident Help Interactive Help Info Hosted Instance

Hosted Instance

CSAP0615 ( Category: ServiceNow Overview ) Which base system role can perform actions of a helpdesk tech? itil maint workflow_admin tech agent

itil

CSAP0587 ( Category: ServiceNow Overview ) Where do you navigate to report an incident? Software category Quick Links category Can we help you? category Infrastructure Services category

Can we help you? category

CSAP1215 ( Category: ServiceNow Overview ) By default, the History menu shows: The past fifty entries The past thirty history entries The past one hundred entries

The past thirty history entries

CSAP0613 ( Category: ServiceNow Overview ) What lets you see who is online when working in an instance? Profile Monitor User Status User Presence who-is who.is

User Presence

CSAP0639 ( Category: ServiceNow Overview ) What is the main screen element where homepages and dashboards appear? Banner Frame Application Navigator Banner Content Content Frame

Content Frame

CSAP1173 ( Category: ServiceNow Overview ) The applications delivered by ServiceNow are divided into four different workflows: IT Workflows Employee Workflows End User Workflows Customer Workflows Creator Workflows Customer advocate Workflows

IT Workflows Employee Workflows Customer Workflows Creator Workflows

CSAP1027 ( Category: ServiceNow Overview ) Select the three main elements of the ServiceNow platform user interface. Banner Content Application Navigator Application Frame Content Frame Banner Frame Banner Navigator

Application Navigator Content Frame Banner Frame

CSAP0529 ( Category: ServiceNow Overview ) What is a set of users who share a common purpose called? Group Collection Subscription Membership

Group

CSAP1188 ( Category: ServiceNow Overview ) How many Support Centers & Data Centers does service now have? 30 Support Centers & 10 Data Centers 10 Support Centers & 10 Data Centers 100 Support Centers & 10 Data Centers

10 Support Centers & 10 Data Centers

CSAP1206 ( Category: ServiceNow Overview ) Name two of the Next Experience Unified Navigation Useful Features component: Introduces tools to help with work Work assigned to your group Explore additional resources Work assigned to you

Introduces tools to help with work Explore additional resources

CSAP0667 ( Category: ServiceNow Overview ) Now Learning automatically notifies partners when badges are earned? True False

False

CSAP0929 ( Category: ServiceNow Overview ) What's the name of the application navigator search box? Type filter text Navigation filter Favorites filter Modules filter

Navigation filter

CSAP0317 ( Category: ServiceNow Overview ) The Now Platform is an example of which cloud computing model? Software-as-a-Service (SaaS) Platform-as-a-Service (PaaS) Application Platform-as-a-service (aPaaS) Infrastructure-as-a-service (IaaS)

Application Platform-as-a-service (aPaaS)

CSAP0333 ( Category: ServiceNow Overview ) Which field type displays records from another table? Reference Choice String Attachments

Reference

CSAP0733 ( Category: ServiceNow Overview ) Which new application replaces the mobile onboarding app, which was deprecated in San Diego release? Now Mobile for HR Onboarding Now Mobile App for HR Service Delivery Mobile Onboarding Service Center Now Onboarding Next Experience Mobile Onboarding

Now Mobile App for HR Service Delivery

CSAP1167 ( Category: ServiceNow Overview ) Name the three Now Platform interfaces: Next Experience Unified Navigation App Engine Studio Now Mobile App Service Portal Workspace

Next Experience Unified Navigation Now Mobile App Service Portal

CSAP0690 ( Category: ServiceNow Overview ) What is a single email that summarizes activity? Email Digest Email Summary Newsletter Survey Activity Digest

Email Digest

CSAP0953 ( Category: ServiceNow Overview ) What can users use to communicate with other users in ServiceNow? System chat Connect Chat Now Messenger Virtual Agent

Connect Chat

CSAP1218 ( Category: ServiceNow Overview ) Name three features of the main screen element for the Content Frame in the Next Experience Unified Navigation: User Menu Forms List of records Favorites Home pages & Dashboards

Forms List of records Home pages & Dashboards

CSAP0938 ( Category: ServiceNow Overview ) Which of the items below does not show in the History tab in application navigation? Dashboards Forms UI Pages Records

UI Pages

CSAP0621 ( Category: ServiceNow Overview ) What is the main screen element where History tab appears? Content Frame Banner Content Application Navigator Banner Frame

Application Navigator

CSAP0408 ( Category: ServiceNow Overview ) You cannot deactivate a plugin, once it has been activated. True False

True

CSAP0784 ( Category: ServiceNow Overview ) Which mobile application is designed to interact with customer support and is not customizable? Now Mobile HI Support Now Support Mobile Onboarding Now Onboarding

Now Support

CSAP0456 ( Category: ServiceNow Overview ) ITSM is an abbreviation for what? Information Technology System Metrics Information Technology Support Manager Information Technology Service Management Information Technology Security Management

Information Technology Service Management

CSAP1189 ( Category: ServiceNow Overview ) One key differentiator of the Now Platform is its: Multi-instance architecture Multi-tenant architecture Multi-cloud architecture

Multi-instance architecture

CSAP0731 ( Category: ServiceNow Overview ) What feature do you use to create, manage, and modify applets for ServiceNow mobile? Mobile App Builder Mobile Studio Mobile Designer Mobile card Designer Now Mobile Creator

Mobile Studio

CSAP0506 ( Category: ServiceNow Overview ) What is the tool to quickly find applications and modules called? Finder Control Panel Navigation Filter Global Search Application Search

Navigation Filter

CSAP0989 ( Category: ServiceNow Overview ) Impersonation is used for ___________. Checking Access Testing and Visibility

Testing and Visibility

CSAP0476 ( Category: ServiceNow Overview ) What is the single source for all of your ServiceNow course content and Certifications? Now University Now Academy Now Learning SNU SNUG

Now Learning

CSAP0460 ( Category: ServiceNow Overview ) What is the URL for useful resources and information produced by ServiceNow? community.servicenow.com docs.service-now.com community.service-now.com docs.servicenow.com None of the above

docs.servicenow.com

CSAP0591 ( Category: ServiceNow Overview ) What helps narrow down search results? Containers Wildcard Characters Context Finder Platform Locator

Wildcard Characters

CSAP0309 ( Category: ServiceNow Overview ) Which of these applications is available to all users? Change Incident Facilities Self-Service

Self-Service

CSAP0664 ( Category: ServiceNow Overview ) What are the three levels of super badges for Now Creators? Pro Legend VIP Star

Pro Legend Star

CSAP0967 ( Category: ServiceNow Overview ) Select two of the following things that will be included in the results when entering "service" in the navigation filter: All modules and sections within the service desk application Only applications with a name containing "service" Any module with a name containing "services" Only applications and section containing the name "service"

All modules and sections within the service desk application Any module with a name containing "services"

CSAP0710 ( Category: ServiceNow Overview ) Where to click to always return back to Home? Gear Magnifying Glass Logo Star

Logo

CSAP0504 ( Category: ServiceNow Overview ) What are the people who want to get skills and earn badges and share their success in the NOW ecosystem called? Now Creators Now Scouts Now Learners Partner Spokes

Now Creators

CSAP0530 ( Category: ServiceNow Overview ) What are the three delivered workflows? IT Employee Customer End User

IT Employee Customer

CSAP0040 ( Category: ServiceNow Overview ) Navigate here to change the theme

Settings(gear icon) > Theme

CSAP0316 ( Category: ServiceNow Overview ) A group is a: Collection of permissions Collection if Tasks Set of users who share a common purpose Individuals who you granted access to your ServiceNow instance Set of members to a subscription

Set of users who share a common purpose

CSAP0904 ( Category: ServiceNow Overview ) What is the primary way to interact with applications and data in ServiceNow? Workspace Now Mobile Now Platform UI Service Portal

Now Platform UI

CSAP0930 ( Category: ServiceNow Overview ) How can an admin user flush the system cache? By typing flush_cache.do in the navigation filter By typing flush_sys_cache.do in the navigation filter By typing cache.do in the navigation filter By typing flush_system_cache.do in the navigation filter

By typing cache.do in the navigation filter

CSAP0708 ( Category: ServiceNow Overview ) What is the primary way to interact with an Instance's apps & data? Now Mobile Now Platform User Interface Service Portal Workspace

Now Platform User Interface

CSAP0319 ( Category: ServiceNow Overview ) What are the three main screen elements of the Now Platform User Interface? Banner Frame Application Frame Application Navigator Banner Content Content Frame

Banner Frame Application Navigator Content Frame

CSAP1190 ( Category: ServiceNow Overview ) Management of all ServiceNow hosted instances, including upgrades, is performed using: ServiceNow HELP The Now Support (HI) (formerly known as HI Service Portal) ServiceNow Community ServiceNow Website docs.servicenow.com

The Now Support (HI) (formerly known as HI Service Portal)

CSAP0571 ( Category: ServiceNow Overview ) What is the main screen element where Connect Chat icon appears? Banner Frame Application Navigator Content Frame Banner Content

Banner Frame

CSAP1205 ( Category: ServiceNow Overview ) Restate three Visualization components displayed on Next Experience Unified Navigation: Social media streams Information specific to the logged in user Reporting metrics A list of assigned tasks Your calendar

Information specific to the logged in user Reporting metrics A list of assigned tasks

CSAP0324 ( Category: ServiceNow Overview ) You need to go back and review a record you just looked at recently. What is one of the quickest ways to navigate back to the same record? Expand every application in the All applications tab. Select the record from the History tab. Navigate back to its corresponding list. Impersonate another user.

Select the record from the History tab.

CSAP0320 ( Category: ServiceNow Overview ) Which two of the following would be included in the results when entering "service" in the Navigation filter? Only applications with a name containing "service". All modules and sections within the Service Desk application. All modules within the Service Desk application. Only applications, sections, and modules with the names containing "services". Any module with a name containing "services".

All modules and sections within the Service Desk application. Any module with a name containing "services".

CSAP0339 ( Category: ServiceNow Overview ) Name four best practices when configuring Assignment Rules or Predictive Intelligence? (4) 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. Setting an Assignment group based on Category and Subcategory. Setting an Assignment group based on Subcategory (Category = None).

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. Setting an Assignment group based on Category and Subcategory.

CSAP0315 ( Category: ServiceNow Overview ) A role is a: A set of users delegated to perform different tasks A collection of tasks Set of members to a subscription A collection of permissions Set of users who share a common purpose

A collection of permissions

CSAP0915 ( Category: ServiceNow Overview ) What ServiceNow objects are not tracked in the History tab of the Application Navigator? Report Creation UI Pages and non-standard interfaces Form submission Incidents

UI Pages and non-standard interfaces

CSAP0689 ( Category: ServiceNow Overview ) What creates a new record and closes the form? Save Insert Insert & Stay Copy Incident

Insert

CSAP0544 ( Category: ServiceNow Overview ) Boolean operators in global search must all be in caps? True False

True

CSAP0624 ( Category: ServiceNow Overview ) What is a one-stop shop for managing all your ServiceNow accomplishments? Now Creator Now Profile Now Cert Hub Now Community

Now Profile

CSAP0655 ( Category: ServiceNow Overview ) What are the three main tab elements of the Application Navigator? History Reading List All Applications Favorites

History All Applications Favorites

CSAP0565 ( Category: ServiceNow Overview ) What icon do you select to personalize the UI system settings? Question Mark Logo Gear Magnifying Glass

Gear

CSAP0402 ( Category: ServiceNow Overview ) Zing

Zing

CSAP0834 ( Category: ServiceNow Overview ) What is the difference between a UI Policy and a Data Policy? A Data Policy runs on both Client and Server side A UI Policy runs on both Client and Server side

A Data Policy runs on both Client and Server side