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WorksheetsServiceNowTraining
Total questions: 60
Worksheet time: 37mins
What does the banner frame contain?
Logo and global navigation control
Task [task] and configuration item
Self-service items
It is one set of table fields
Views is only for lists to personalize list layout and columns
True
False
What is the search engine used while doing the global search in ServiceNow?
Zing
Zenn
Google Search
TRX
Knowledge Articles can be sorted by the following?
Relevancy
Most recent update
Number of views
All of the above
At which location are the records saved?
Form
List
Table
All the Above
What is the language used for scripting in ServiceNow?
Java
AngularJS
JavaScript
Jelly
Which statement is true about business rules?
A business rule must run before a database action occurs
A business rule can be a piece of Javascript
A business rule monitors fields on a form
A business rule must not run before a database action occurs
What is the greatest benefit of utilizing SLAS?
The property Compute prior SLA pause time for new, retroactive SLAS (2011 SLA engine only) will available.
This property will be used only with the audited tables. Tables which are not audited ignore the pause time before the creation of the record in the SLA.
The task SLA engine provided by the plugin can also be used to define OLAs or Underpinning contract is in exactly same way as SLAs.
SLA's allow in IT Service Desk to track if their representatives are providing a specific level of service, and run reports on the success rates of the SLA actions.
Which type of notification allow users to know when Knowledge Articles are about to expire?
Self Service notifications
Email notifications
Agent workspace notifications
SMS
Knowledge article authors can apply predefined formats, table of contents, code snippets and find/replace text when authoring a knowledge article using this editor:
CSS
JavaScript
Python
HTML
Which tool allows users to reuse content by creating, editing, and publishing knowledge blocks?
Agent Workspace
Knowledge Resolver
Content Creator
Virtual Agent
What type of tests can users run to ensure that CMDB still works after upgrades and deployments of new applications or integrations?
Enhancement tests
Simulation tests
Quick start tests
Database duplication tests
What is a formatter? Select one of the following
A formatter allows you to automate fields automatically
A formatter is a form element used to display information that is not a field in the record
A formatter allows you to configure applications on your instance
A formatter set of conditions applied to a table to help find and work with data
Which term refers to application menus and modules which you may want to access quickly and often?
Tag
Bookmark
Breadcrumb
Favorite
UI Policy can make fields read-only, mandatory, or hidden? True or False
True
False
Which of the following are valid Service Now User Authentication Methods?
LDAP
SSO
Local database
XML feed
What is a Record Producer?
A Record Producer is a type of Catalog Item that is used for Requests, not Services
A Record Producer is a type of a Catalog Item that allows users to create task-based records from the Service Catalog
A Record Producer creates user records
A Record Producer is a type of Catalog Item that provides easy ordering by bundling requests
Which of the following allows a user to edit field values in a list without opening the form?
Edit Menu
Data Editor
List Editor
Form Designer
As it relates to ServiceNow reporting, which of the following statements describes what a metric can do?
A metric is a report gauge used on homepages to display real-time data
A metric is a comparative measurement used to report the effectiveness of workflows and SLAS.
A metric is a time measurement used to report the effectiveness of workflow and SLAs.
A metric is used to measure and evaluate the effectiveness of IT service management processes
An interface used to create service catalog records; an alternative to lists and forms. Each of these focuses on a specific process or task and can be used anywhere in the ServiceNow platform. In the Service Catalog, these are presented in categories along with catalog items:
Record Producer
Most recent
Access Control Lists
Service Portal
What application is available to all user?
Content Pane
Service Catalog records (an alternative to lists and forms)
Self-Service
The role sys_user_role
What allows the user to elevate to a higher security role when needed then return to their normal role?
The Welcome Message
Update Sets
Access Control List
Elevated Privileges
Contains tabs for accessing workflows that are being edited or created.
Canvas Tabs
Many to Many
Select Box
Transition
What are the "Many-to-Many" relationship fields?
SLA Definition, Task SLA, SLA Workflow, SLA Automation
Relationship used to build SLA conditions
Reference Fields. Glide List, and Document ID Fields
Add users to groups that have been assigned the desired roles.
What is the name of the ServiceNow search engine?
Bing
Gauge
Zing
You can coalesce on a single field to update an existing record. If a target table records exists with the same value in the coalesce field as the staging table record, the target table record is updated using the import set record values.
Single-field coalesce
Workflow
Show Activity Stream
Application Scoping
When you extend a table, you must create a_______
New relationship rule in Configuration > Suggested Relationships
Employee Self Service (ESS)
A new role for the table
ESS user, ITIL user and Mobile user
Displays fields from one record in a table; user records; users can view and edit the record data.
What is a form?
Conversation Pane
Database Views
User Criteria
A table that extends another table is:
Child Class
Task table
Base Class
Operator
You will see a condition widget where you can add conditional expressions to your ACL:
Content Frame
SLA Condition Evaluation
Conditional Expressions
Admin or ml_admin
Who can import data?
Delegated Admins.
Client Scripts
Any user logged in with the admin or import_admin can manage all aspects of Import sets
System Import Sets > Load Data
___ are a modular unit of variables that can be shared between catalog items.
Variables
Variables Sets
Context menus
Client Scripts
Use the_____________ to create reports by modify an existing report, or create a new report from scratch.
Report_on
Service Catalog
Dependency Views indicate
Report Designer
How to run Data Collector Jobs?
Searches in files that are attached to records
Manually, LDAP, Single Sign on (SSO)
Social IT > Feed administration > Messages
Performance Analytics > Data Collector
Provides additional optional functionality within a ServiceNow instance:
Notifications
Plugins
Connect Workspace
Parent breadcrumbs formatter
In SLA, what attribute controls what is calculated as hours in a work day, # of work week days?
Schedule
dictionary attributes
time_zone_field
Transform Map
How can you merge update sets?
System Update Sets > Merge Update Sets
Data Policy
System Security > Access Control (ACL)
System Policy > Events > Registry
Provides the working surface for creating new workflows or editing existing ones:
Canvas
Stages
Reports
Checkbox
How can you limit who wants to view an article?
Standard, Most Active, Most Recent, Most Active Record, Most Recent Record
System Update Sets > Merge Update Sets
User Criteria; Specify User Roles
System Diagnostics > Stats > Stats
Table Name: Configuration Item
sys_update_xml
sc_req_item
cmdb_ci or cmdb
cmn_location
An interface for building and enabling rich process automation capabilities known as flows.
Field Values
Flow Designer
Formatters
ServiceNow Studio
_____indicate the status of configuration items, and allow access to the CI's related alerts, incidents, problems, changes and business services.
SLA
The imported file label
Dependency Views
The Content Frame
An example of an activity that initiates the flow?
Scripting
report_On
Value
Trigger
Users are stored in this table:
imp_user
cmdb_ci
sys_user
sys_update_version
The Mapping Assist utility provides a visually intuitive environment for specifying mapping between import set fields and Target table fields.
UC- Underpinning Contract
Automatic Mapping Utility
Mapping Assist Utility
Import set table
What enables you to define the conditions under which the running SLA will be completed and a new SLA will be attached.
Save as report source
Task
Insert
Reset
Define a single implementation of the ServiceNow platform:
Base Table
Text Value
Instance
Task Table
Tables that exist in the base system are called?
Base Tables
Variables
Task Tables
Default Tables
How do you apply a UI policy to all views?
Right click > Personalize > Dictionary
Set Global to True
Business Rule List
Search Knowledge
Is a series of tables and fields that contain all of the configuration items controlled by your company as well as their attributes and relationships.
Additional Comments (Customer Visible)
Knowledge Articles
Conditions
Configuration Management Database
What is configured to run when a record is displayed, inserted, updated, deleted, or when a table is queried?
Update Sets
Notifications
Private Scope
Business Rule
In workflow, what is the workflow timeline?
An automation block such as approvals, conditions, notifications, tasks, timers and utilities
Defines unique key for record. If record found, import will update the record. If not found, import will create a new record.
Shows the progress of a workflow. It provides a complete time-based display of activities associated with workflow context.
Waiting for Approval, Approved, Pending, Fulfilled, Completed
What enables admins to set mandatory and read only states for fields and can be used to enforce data consistently across applications?
System Definition > Dictionary
Data Policy
System Logs
System Import Sets > Create Transform Map
What defines conditions that are evaluated against users to determine which users can access Service Catalog items?
Tables and forms
User Criteria
Palette Tabs
mysearchterm%
What is used to measure and evaluate the effectiveness of IT service management processes?
canRead
cantRead
Metric
UC
What is a set of field maps that define the relationships between fields in an import set table and fields on a target table?
Breadcrumbs
Transform Map
Workflow
Duration Type
What runs when a form is loaded?
Text Value
Child Class
Execute
OnLoad()
Parent class:
Variables are presented by the
The table it extends to is the
Knowledge articles within a________________________ are grouped by category.
Tables can extend
What defines how departments work together to meet the service level requirements documented in an SLA?
Service Level Agreement (SLA)
Metrics
Underpinning Contract (UC)
Operational Level Agreement (OLA)
What are Boolean Operators?
A record stored in the User Table
Feature release, patch release, hotfix
One set of table fields
Refined searches with operators such as AND and OR
