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CSA > ServiceNow Overview > Flashcards

ServiceNow Overview Flashcards

1
Q

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

A

Select the record from the History tab

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2
Q

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

Update
Submit
Insert and Stay
Copy Incident

A

Submit

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3
Q

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

Predictive Intelligence
Robotic Process Automation
Classification Algorithm
Handler
Artificial Intelligence

A

Predictive Intelligence

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4
Q

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

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

A

Fred Luddy

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5
Q

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

System Settings
Custom UI
Control Panel
User Preferences

A

System Settings

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6
Q

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

Now Platform User Interface
ServiceNow Mobile Apps
Service Portal
Workspace

A

Now Platform User Interface
ServiceNow Mobile Apps
Service Portal

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7
Q

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

A

Application Platform-as-a-Service (aPaaS)

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8
Q

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

A

Configuration > Suggested Relationships

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9
Q

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

Zero Trust
itil
Self-Service users
Null Users
Non Users

A

Self-Service users

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10
Q

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

User impersonation
Groups
User Presence

A

User Presence

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11
Q

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

Connect Chat
Now Chat
Connect Now
LiveCom
All of the above

A

Connect Chat

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12
Q

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

Elevate Roles
Turn off notifications
Logout
Impersonate User
Export to pdf

A

Elevate Roles
Logout
Impersonate User

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13
Q

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

A

Incident is an application and create new is the module

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14
Q

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

Global Finder
Control Panel
Explorer
Global Search

A

Global Search

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15
Q

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

A

Next Experience Unified Navigation
Now Mobile App
Service Portal

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16
Q

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)

A

Continuous Integration and Continuous Delivery (CICD) Spokebatch install

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17
Q

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

A

an Onboarding Component

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18
Q

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

A

Variable Types

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19
Q

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

A

Global Search
User Menu
Help Icon
Contextual App Pill

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20
Q

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

report_publish
report_publisher
publish_report
report_import

A

report_publisher

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21
Q

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

user
user list
admin_user
sys_user
system_user

A

sys_user

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22
Q

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

User menu
Application Navigator
System settings
Magnifying glass

A

User menu

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23
Q

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

A

Localization framework plugin

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24
Q

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

A

Process Automation Designer

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25
Q

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.

A

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

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26
Q

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

A

All (Applications & Modules)
History
Navigation Filter
Favorites

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27
Q

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

A

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

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28
Q

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

A

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

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29
Q

CSAP0318 ( Category: ServiceNow Overview )
Which of the three workflow types does the Now Platform provide?

Employee
Customer
End User
Information Technology (IT)

A

Employee
Customer
Information Technology (IT)

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30
Q

CSAP1199 ( Category: ServiceNow Overview )
Which two OSs are available for Now Mobile:

BlackBerry OS
Apple iOS
Google Android
Symbian
Windows Mobiles

A

Apple iOS
Google Android

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31
Q

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

Gear
Triangle
Star
Circle

A

Star

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32
Q

CSAP0618 ( Category: ServiceNow Overview )
What displays customized messages for users to see at login?

Embedded Help
UI16
Welcome Page
System Guide

A

Welcome Page

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33
Q

CSAP0494 ( Category: ServiceNow Overview )
Which rule applies to only one field on a record?

.table
table.field
table.none
table.

A

table.field

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34
Q

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

A

The Next Experience UI

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35
Q

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

A

Task has not yet started

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36
Q

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

A

Information Technology Infrastructure Library

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37
Q

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

Save
Update
Insert and Stay
Insert

A

Insert and Stay

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38
Q

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

A

Now Platform UI

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39
Q

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

A

com.glideapp.home.deprecate_homepages

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40
Q

CSAP1192 ( Category: ServiceNow Overview )
The abbreviation HI stands for:

High Incident
Help Interactive
Help Info
Hosted Instance

A

Hosted Instance

41
Q

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

itil
maint
workflow_admin
tech
agent

A

itil

42
Q

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

A

Can we help you? category

43
Q

CSAP1215 ( Category: ServiceNow Overview )
By default, the History menu shows:

The past fifty entries
The past thirty history entries
The past one hundred entries

A

The past thirty history entries

44
Q

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

A

User Presence

45
Q

CSAP0639 ( Category: ServiceNow Overview )
What is the main screen element where homepages and dashboards appear?

Banner Frame
Application Navigator
Banner Content
Content Frame

A

Content Frame

46
Q

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

A

IT Workflows
Employee Workflows
Customer Workflows
Creator Workflows

47
Q

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

A

Application Navigator
Content Frame
Banner Frame

48
Q

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

Group
Collection
Subscription
Membership

A

Group

49
Q

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

A

10 Support Centers & 10 Data Centers

50
Q

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

A

Introduces tools to help with work
Explore additional resources

51
Q

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

True
False

A

False

52
Q

CSAP0929 ( Category: ServiceNow Overview )
What’s the name of the application navigator search box?

Type filter text
Navigation filter
Favorites filter
Modules filter

A

Navigation filter

53
Q

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)

A

Application Platform-as-a-service (aPaaS)

54
Q

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

Reference
Choice
String
Attachments

A

Reference

55
Q

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

A

Now Mobile App for HR Service Delivery

56
Q

CSAP1167 ( Category: ServiceNow Overview )
Name the three Now Platform interfaces:

Next Experience Unified Navigation
App Engine Studio
Now Mobile App
Service Portal
Workspace

A

Next Experience Unified Navigation
Now Mobile App
Service Portal

57
Q

CSAP0690 ( Category: ServiceNow Overview )
What is a single email that summarizes activity?

Email Digest
Email Summary
Newsletter
Survey
Activity Digest

A

Email Digest

58
Q

CSAP0953 ( Category: ServiceNow Overview )
What can users use to communicate with other users in ServiceNow?

System chat
Connect Chat
Now Messenger
Virtual Agent

A

Connect Chat

59
Q

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

A

Forms
List of records
Home pages & Dashboards

60
Q

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

Dashboards
Forms
UI Pages
Records

A

UI Pages

61
Q

CSAP0621 ( Category: ServiceNow Overview )
What is the main screen element where History tab appears?

Content Frame
Banner Content
Application Navigator
Banner Frame

A

Application Navigator

62
Q

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

True
False

A

True

63
Q

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

A

Now Support

64
Q

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

A

Information Technology Service Management

65
Q

CSAP1189 ( Category: ServiceNow Overview )
One key differentiator of the Now Platform is its:

Multi-instance architecture
Multi-tenant architecture
Multi-cloud architecture

A

Multi-instance architecture

66
Q

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

A

Mobile Studio

67
Q

CSAP0506 ( Category: ServiceNow Overview )
What is the tool to quickly find applications and modules called?

Finder
Control Panel
Navigation Filter
Global Search
Application Search

A

Navigation Filter

68
Q

CSAP0989 ( Category: ServiceNow Overview )
Impersonation is used for ___________.

Checking Access
Testing and Visibility

A

Testing and Visibility

69
Q

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

A

Now Learning

70
Q

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

A

docs.servicenow.com

71
Q

CSAP0591 ( Category: ServiceNow Overview )
What helps narrow down search results?

Containers
Wildcard Characters
Context Finder
Platform Locator

A

Wildcard Characters

72
Q

CSAP0309 ( Category: ServiceNow Overview )
Which of these applications is available to all users?

Change
Incident
Facilities
Self-Service

A

Self-Service

73
Q

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

Pro
Legend
VIP
Star

A

Pro
Legend
Star

74
Q

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”

A

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

75
Q

CSAP0710 ( Category: ServiceNow Overview )
Where to click to always return back to Home?

Gear
Magnifying Glass
Logo
Star

A

Logo

76
Q

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

A

Now Creators

77
Q

CSAP0530 ( Category: ServiceNow Overview )
What are the three delivered workflows?

IT
Employee
Customer
End User

A

IT
Employee
Customer

78
Q

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

A

Settings(gear icon) > Theme

79
Q

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

A

Set of users who share a common purpose

80
Q

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

A

Now Platform UI

81
Q

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

A

By typing cache.do in the navigation filter

82
Q

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

A

Now Platform User Interface

83
Q

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

A

Banner Frame
Application Navigator
Content Frame

84
Q

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

A

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

85
Q

CSAP0571 ( Category: ServiceNow Overview )
What is the main screen element where Connect Chat icon appears?

Banner Frame
Application Navigator
Content Frame
Banner Content

A

Banner Frame

86
Q

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

A

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

87
Q

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.

A

Select the record from the History tab.

88
Q

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”.

A

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

89
Q

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).

A

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.

90
Q

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

A collection of permissions

91
Q

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

A

UI Pages and non-standard interfaces

92
Q

CSAP0689 ( Category: ServiceNow Overview )
What creates a new record and closes the form?

Save
Insert
Insert & Stay
Copy Incident

A

Insert

93
Q

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

True
False

A

True

94
Q

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

A

Now Profile

95
Q

CSAP0655 ( Category: ServiceNow Overview )
What are the three main tab elements of the Application Navigator?

History
Reading List
All Applications
Favorites

A

History
All Applications
Favorites

96
Q

CSAP0565 ( Category: ServiceNow Overview )
What icon do you select to personalize the UI system settings?

Question Mark
Logo
Gear
Magnifying Glass

A

Gear

97
Q

CSAP0402 ( Category: ServiceNow Overview )
Zing

A

Zing

98
Q

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

A Data Policy runs on both Client and Server side

CSA (14 decks)

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