Worksheetssn - csa
Total questions: 60
Worksheet time: 45mins
What section on a task record would you use to see the most recent update made to a record?
Journal
Timeline
Update Log
Audit Log
Activity
What are examples of UI actions, relating to lists?
List Button
List Context Menu
List Choices
List Links
List Controls
Which feature allows you to automate business logic for a particular application or process such as Approvals, Task, Notifications, and Record Operations?
Flows
Action Sequence
Flow Diagram
Action Sets
Task Flows
When a Flow runs an action, it generates a runtime value, which stays the same for the duration of the flow. What is the name of that runtime value?
Data Pill Runtime Value
Sequence Runtime Value
Starting Runtime Value
Trigger Runtime Value
Input Runtime Value
The Employee on-boarding team has asked for a way for managers to order computers, monitors, business cards, and cell phones for new employees. How would you proceed to meet this requirement?
Create Order Guide
Create Requested-Item
Create Record Producer
Create Onboarding
Which resource would you use to determine if a specific user could contribute to a particular knowledge base?
User Criteria Diagnostics
Sn_Kb_Author role
Knowledge Author Group
KB Author Group
If a knowledge base has no access details specified. What users are able to read articles in that knowledge base?
No user
Itil User
User with kb_user role
Any active user
any user with the article link
While showing a customer their incident form, they ask to change the priority field title to display their internal terminology P Value. How would you do that? (choose two)
Right click on priority and select configure dictionary
Right click on priority and select configure label
Right click on priority and select configure display settings
Right click on priority and select configure column
What access does a user need to be able to import articles to a knowledge base?
Sn_knowledge_import
Sn_knowledge_contribute
Can Contribute
Can Import
What controls the publishing and retiring process for knowledge articles?
Workflow Desinger
Workflows
State Life Cycle
Approval Policies
Approval Definitions
What is an Advantage of defining relationship types between ci classes?
Improves data quality, as the CI’s will automatically be related when CMDB is activated
It prevents users from relating CIs incorrectly
It automates the loading of the CI dependency view
Makes relating CIs easier, because predefined relationships suggest which type of CIs should be
When using the CI dependency view, how would you view the relationship between one CI and another CI?
Right click, view relationship
Click on the plus to expand cluster
Click down arrow, view relationship
Hover on connection line
Of the CI tables, which is a base table of the CMDB hierarchy?
ECMDB
cmdb_rel_ci
cmdb_ci
cmdb
What table acts as a staging are for records imported from a data source?
Staging Table
Temp Table
Transform Table
Import Set Table
Which Field or Fields is used as a unique key during imports?
sys id's
Match Fields
Coalesce Fields
Key Fields
Which module enables an administrator to define destinations for imported data on any ServiceNow Table?
Field Transform
Schema Map
Import Map
Transform Map
The customer wants all users to have access to the records in the offerings table. What setting on access control definition would you use to grant access to all of the offering table records?
offering.None
none.offering
offering..name
offering
A manager wants to review a snapshot of month end sales performance data, as compared to sales targets. In addition, the manager wants to be able to see those monthly numbers trended overtime and forecasted into the future. What capability do you suggest for this manager?
Scheduled reports, a custom snapshot table and projection report
Schedule reports, a custom snapshot table and a trend report
Performance Analytics
Scheduled Reports and Excel
Key Performance Indicators
Which component of a table contains a piece of data for one record?
Field
Factor
Data Point
Item
Element
What do you click when you have made modifications to your report, and you want to see the results without saving?
Run
Execute
Test
Preview
Try It
The report designer contains different sections for configuring your report. Which section is used to specify grouping and calculations to be run against the data?
Data
Format
Configure
Style
Group
What section on the notes tab shows the history of the work documented on the record?
Journal
Activity
TimeLine
Audit Log
Diary
Your customer wants to update a notification, so it is sent to the caller and also to the manager of the caller. How would you approach this requirement?
Set who will receive to subscribable
On the send to tab, add caller field, dot walk to caller’s manager to add manager
Create workflow and include a notification in the workflow
On who will receive tab, select copy manager checkbox
On who will receive tab, add caller field, dot walk to caller’s manager to add managers
An IT User calls the Service Desk because they need to work on a task record. All they can see when they log into the ServiceNow Instance is self-service on their homepage. What issue could explain this? (Choose Two)
Their user record was not approved by their managers
That user account does not belong to any group which contains the ITIL role.
Their user account is not logged in properly
Their user account does not have ITIL role
That users account failed LDAP authentication
What type of rules specify which user groups are responsible to work on different types of Task?
On Call
Assignment
Routing
Calendar
Escalation
Using the module : system properties > my company. What branding options are available?
Banner Image, Banner Text, Color Scheme
Company Name, Logo
Banner Image, Banner Text
Company Name, Company Logo, Color Scheme
From the form designer, how would you define a section so it displays as a tab?
Click the gear and check the tab option
Click context menu > configure tabs
Add .tab to the end of the section name
Add _tap to the end of the section name
Name the section
When looking at a long list of records, you want to quickly filter to show only those which have a category of hardware. How might you do that?
On breadcrumbs, click > icon, type hardware and click enter
Right click on the magnifier, type hardware and click enter
Click the Funnel Icon, type hardware and click enter
On the list, locate and right click on the value Hardware, select show matching
On the category column header, right click and select show > hardware
Groups are defined as?
An escalation pod
A collection of subject matter experts
A department
A collection of Users
What is the best way to learn about performance analytics?
Use the ServiceNow wiki
Schedule a Demo with ServiceNow Sales Team
Take a ServiceNow Performance Analytics course on now learning
Activate a plugin on your production environment and start the default data collectors
A subject matter expert routinely receives tasks which have been worked by first level support before receiving the assignment. What could you suggest, to make it easier for the exper to read only the work notes in the activity log?
Click contexts menu > work notes view
Click funnel icon and select only work notes
Click Context menu > history
Click personalize icon and select activity stream
Right click form header > form layout > add work note section
For a customer’s inventory application, several inventory application fields are needed on the inventory ticket. This ticket will be assigned to inventory support team members. How would you start to implement this requirement?
Create an Inventory Table as a new base table. Then add inventory specification fields as needed.
Create an Inventory Table with the inventory specification fields. In create view between the inventory and task table.
Create the Inventory Table with the inventory specification fields. Then create many to many relationships between the inventory and the task table
Create Inventory Table as an extended table from the task table. Then add the inventory specification fields as needed.
When using the report designer, it is best practice to make a copy of an existing report then make modification to your copy of that report. When viewing the report inside the designer, how would you make a copy of the report?
Click on the paper icon and select create new
Click on the down triangle and select insert and stay
Click on the properties tab and select save as
Click on the funnel icon and create copy
While testing a catalog item for ordering an expensive computer, the mandatory approval is being skipped for requester Bob Smith, but not for any other requests. What could explain this Issue?
The manager does not have a delegate assigned
There is a business rule excluding Bob Smith from any approvals
The bob Smith user account, does not have a manager specified
Bob Smith is a VIP
Bob Smith does not have a delegate setup on his account
What module do you use to access the reports that are available to you?
Self-service > my reports
Reports > overview
Reports > home page
Reports > view/run
Self-service > my dashboard
Why is it recommended that you Limit update sets to a maximum of 100 records? (Choose 2)
Comply with ISO audit requirements
Smaller update sets can be imported to production during business hours
Reduce Potential Conflicts
Improve ability to troubleshoot issues with the default update set
Make it easier to identify and review changes
Which flow components allow you to specify when a flow should be run?
Trigger and condition
Trigger and condition pill
Condition and table
Scope and trigger condition
Trigger Criteria and clock
A customer has asked for the following updates to a form; make resolution code mandatory, when state is changed to resolved, hide major incident checkbox, unless logged in user has the major incident manager role. What type of rules would you use to implement this requirement?
UI policy and actions
UI design
Dictionary design
Form constraint
What utility enables process owners to other cross enterprise workflows within a single unified process?
Flow Designer
Workflow Manager
Process Owner Dashboard
Process Automation Designer
Process Flow Manager
Which Type of Script runs in the browser?
Script Includes
Business Rules
ACL scripts
Transform Maps
UI Policies and Client Scripts
Time for the end user is based on the round trip between the client and the server. What activities are included in the round trips?
Submit+query
Request+response
Insert+Verify
Save+Update
Write+Read
What instance resource allows you to access guided tours, information about actions, and instruction on how to use inputs and outputs in your Flow?
Getting started
Wiki
Help Panel
Docs
User Guide
Here is an example of the criteria set for a knowledge base:
Companies: ACME North America
Department: HRGroups: ACME Managers
Match all: Yes
In this example, what user would have access to this knowledge base?
Members of the acme managers group, and HR department, regardless of geography
Employees of the ACME North America, who are member of HR department or the ACME managers group
Members of the ACME Manager group, who are also members of HR departments and part of ACME North America
Users which are members of either ACME North America, or HR department or ACME Managers group
What is a set condition applied to a table list to show a subset of the data?
Mask
Divisor
Filter
Funnel
Query
What are the different ways you can create a favorite for a particular record? (Choose Two)
From the record related links, click add favorites
From the record form header, click the star icon
From the record form header, click additional action menus and select create favorite
From list, click the star icon
From list, drag record number to favorites on the navigator
If you have the impersonate role, what type of user are you not able to impersonate?
Extended security admin
Security desk users
Special Agents
Government customers
Security Incident Response Users
On a list, what part of the table does each column show?
An Element
A Relationship
A Record
A Attribute
A Field
Which type of field allows you to enter freely using letters, numbers, and special characters?
Multiline Text
Singe Line Text
Open Text
Text
String
To quickly return to your instance’s home page, what item would you click?
Star Icon
Shortcut Icon
Navigation Header
Gear Icon
Instance Logo
Which admin role is required to make changes to high security settings?
ad_admin
high_sec_admin
sn_ad_admin
admin
security_admin
With the admin role, a user would have access to all platform features, functions, and data with what exceptions?
High security and human resources
Human resources and security operations
Employee personality identification information and security operations
Human resource and enterprise CMDB
Security operations and vulnerability resource
From the my approval module, you want to quickly authorize a request. How can you do this quickly from the list view?
Right click on the requested state, select approve
Right click on the approval number, select approve
Select approval record by checking box, click on green check
What attributes can you manage using system properties > basic configuration UI16?
base theme, banner image, browser tab title, module text color, header background color
default calendar, default region, preferred browser, font style
start up sound, animation style, user photo icon on/off, default homepage
What module do you use to access the full screen view of connect?
Connect > dashboard
Connect > workspace
Connect > tools > workspace
Connect > Agent Workspace
Connect > connect chat
A new employee joins the IT department and needs to perform work assigned to network and Hardware groups. How would you set up their access? (Choose 3 Answers)
Add user account to hardware group
Create user account
Add user account to network group
Add user account to IT knowledge base
Add user account to IT knowledge base
When would you use the following steps : Homepage admin > pages Right click on homepage record : select unload portal page
To delete homepage
To add a homepage to an update set
To publish a homepage to the portal
To retire homepage
On a business rule, when setting determines at what point the rule executes. What are the options for specifying that timing?
Prior to, synchronous, on update
Insert, update, delete, query
Before, synchronous, schedule job, views
Before, after, Async, display
What is the language used for scripting in the ServiceNow?
Peri
C++
Javascript
Rust
Which script can run when a record is displayed, inserted, updated, deleted, or when a table is queried?
Client script
Business rule
UI script
Scheduled job
Record Rule
What process allows users to create, categorize, review, approve and browse important information in a centralized location that is shared by the entire organization?
Self-service management
Knowledge management
Business information management
Information portal management
