WorksheetsServiceNow Quiz
Total questions: 97
Worksheet time: 32mins
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
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
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.
What type of rules specify which user groups are responsible to work on different types of tasks?
On call
Assignment
Routing
Calendar
Escalation
using the module. system properties> my company. what branding options are available?
banner image, banner text, colour scheme
company name, company logo
banner image, banner text
company name, company logo, colour scheme
From 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
A subject matter expert routinely receives task which have been worked by first and level support before receiving the assignment. what could you suggest, to make it easier for the expert 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 personalise icon and select activity stream
right click form header > form layout > add work note section
what is the best way to learn about performance analytics?
use the ServiceNow wiki
schedule a demo with ServiceNow sales team
take a service now performance analytics course on now learning
activate the plugin on your production environment and start the default data collectors.
for a customer's inventory application, several inventory applications fields on a needed-on inventory ticket. this ticket will be assigned to inventory support team members. how would you start to implement this requirement?
create inventory table as a new base table. then add inventory specification fields as needed.
create 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 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 context menu and select insert and stay
click on the funnel icon and create copy
your customer has a human resource knowledge base, which is only accessible to members of the human resource department. A new procedure regarding employee quarterly reviews needs to be published to the knowledge base but should be only visible to HR manager. how would you meet this requirement?
on the knowledge base, add user criteria with the manager can read script to the can read list, publish article to any category.
on the knowledge article, add an access control for HR manager group on the can read list, then publish article to any category
on the knowledge base, create an HR manager category, add user criteria for HR manager group on the categories can read list, then publish the article to that category.
on the knowledge article, add user criteria for HR manager group on the can read list, then publish article to any category
while testing a catalog item for ordering an expensive computer, the mandatory approval is being skipped for requester Bob Smith, but not for any of the other requests. what could explain the issue?
the manager does not have a delegate assigned
there is a business rule, excluding bob Smith with 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 set up on his account
Why is it recommended that you Limit update sets to maximum of 100 records? Choose 2 answers?
smaller update sets can be imported to production during business hours
reduce potential conflicts
Comply with ISO audit requirements
make it easier to identify and review changes
improve ability to troubleshoot issues with the default update set
what are the different ways you can create a favourite for a particular record? Choose two answers?
from the record related links, click add favourites
from the record form header, click additional action menus and select create favourite
from the record form header, click the star icon
from list, click the star icon
from list, drag record number to favourites 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
Which type of field allows you to enter freely using letters, numbers, and special characters?
multi line text
single line text
open text
text
string
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
right click on the approval number, select approved, click green check
What module do you use to access the full screen view of connect?
Connect> dashboard
Connect> workspace
Connect> connect chat
Connect> tools> workspace
Connect> agent workspace
when would you use the following steps? i) Homepage admin > pages ii) Right click on homepage record iii) select unload portal page
to add a homepage to an update set
to delete homepage
to publish a homepage to the portal
to retire homepage
Which storefront is a single location for accessing prebuilt spokes, to quickly integrate with 3rd party services to build and share content?
service now spoke store
integration store
integration portal
integration one stop
ServiceNow store
Certain tables have a prefix like HR_. which kind of tables has a name that starts with a custom prefix?
excluded table
scoped application table
system table
explanation table
Xray search table
within the report library, there are many baseline reports that can be used for learning about reports. what could you search for to locate ITIL best practice indicator reports?
KPI
ITSM
ITIL
PA
Sn_itil
when using context menu on list, form, and column headings, what are the quick way to access the menus? choose two answers?
right click on the list, form, or column heading
click on context menu icon
shift click on the list, form, or column heading
double click on the list, form, or column heading.
Ctrl M
A department uses SLA data extensively to run reports. they keep asking for help with building reports off of the same set of tables. they seem to be conducted by dot walking. What could you do to make it easier for them to build their reports?
System table flow house their reporting data
write knowledge articles explaining how to do dot walking
create a data source for them and show them how to use it
send a team member to a reporting class knock out any untrained users
show them how to export to excel format
what sections on the CI form, can you find information about the other CIs associated with your CI?
related list
related items
affected CI tab
related links
child CI tab
out the other CIs associated with your CI?
related list
related items
affected CI tab
related links
child CI tab
tables can be characterised in multiple ways. which of this combination is impossible? choose 2 answers?
base and parent
core and base
custom and core
custom and parent
customer and child
Your customer wants to add the company's email banner to each customer Facing email notification. how would you approach this requirement?
create a company HTTP email wrapper
create a company email template
create a company CSS package for emails
create a company email header and footer
when adding a related list to a form, you choose the related list from the list collector. what is an example of a related list you might see on the list collector? choose 3 answers?
Outages > Task number
catalog task> parent
HR case> parent
Problem== parent
release phase== parent
what features are available in knowledge management to support continuous improvement on the knowledge articles? Choose 4 answers?
flag article
tag as helpful
submit KB Errata
rate with stars
click frowning icon
What does natural language query allow you to do on a list?
set list filter, using audible commands
filter list by typing in a phrase
predict the filter desired by the user
Speak to the condition builder
automatically select a filter based on keywords
your customer has a human resource knowledge base, which is only accessible to members of the human resource department. A new procedure regarding employee quarterly reviews needs to be published to the knowledge base but should be only visible to HR manager. how would you meet this requirement?
Add user criteria for HR manager group on the can read list of the article
add user criteria for HR manager group on the categories can read list
on the knowledge article, add an access control for HR manager group on the can read list, then publish article to any category
On the knowledge base, add user criteria with a manager can read script to the can read list, publish articles to any category
Access controls are evaluated in this order: 1. Match Object against table ACL 2. Match The object against field ACL. Within step one above, what order are the table ACLs evaluated?
general to specific: table ACL, table.field ACL, parent table. field ACL
specific to general: table.field ACL, parent table.field ACL, * Field ACL
top to bottom: wildcard table ACL, parent table ACL, table ACL
bottom to top: table ACL, table. field ACL, parent table. field ACL
specific to general: table ACL, parent table ACL, wildcard(*) ACL
which of the following are not included in an update set by default? Choose 3 Answers?
Business rules
Schedules
transcripts
home pages
scheduled jobs
what options can you see, when you right click on a CI, from the CI dependency view map? choose three answers?
view affected Cis
view cases
view related tasks
view recent outages
view knowledge
service now contains over 25 different report types. what are some of the types? choose five answers?
Pie
Thermometer
Semi-donut
Speedometer
Donut
what are advantages of using spokes for integration? Choose 3 answers?
free spokes are available in the ServiceNow store
reduces the need for code
features scale and control mechanism
ensures discoverability and reuse
automated event management
you have an existing customer, who is using work floors for their catalog item. Existing purchasing policies to require approval for any request that totals over $1000. However, management wants to change the approval threshold to $1500. which workflow would you update to make this change?
service approval processing
purchasing process flow
service catalog request
service catalog item request
after you create a new table, what is the best practice regarding the navigation pane? Choose 2 answers?
set the filter condition on the application module
Create module with the plural of the table label
specify which roles are able to see the module
create application menu with the same name as the table label
set the font style on both the application menu and the module
a manager is complaining that they can't get the data then they need on a report, because the data resides in two different tables. this data is used for many different reports in their department. you have checked to see if dot walking will meet the requirement and it is not possible. what else might you try to help this manager?
create a database view
create a report source
create a custom table
export the tables to spreadsheet
create a report template
What are the methods available for user authentication?
SAML 2.0
LDAP
Multifactor
Local Database
OAUTH 2.0
ServiceNow uses what term to describe all the data saved within a particular form?
Fields
Form
Record
Lists
What are the two pathways to view feedback left on a published article?
Knowledge > Articles > My Flagged
Knowledge base > My Knowledge > Flagged Articles
Knowledge > My Articles > Flagged
Knowledge > Articles > Published
What is the master table that contains a record for each table in the database?
[sys_master_db]
[sys_db_object]
[sys_master_object]
[sys_object_db]
Base table for storing SLA records is?
task_sla
contract_sla
sla
sla_definition
Which of the following are captured in update set (Select all that Apply)
Group Creation
Incident Creation
Field Creation
Table Creation
How do you deactivate an application?
System diagnostics > upgrade history
System applications > applications > Open the app record and uncheck the active check box
The existing record will be updated with the new information
Click on the pencil icon next to the Application name in the Application Navigator and Uncheck Active
Basic Knowledge publishing workflow stages are?
Start > Process > End
Created > Reviewed >Deployed
Draft > Review > Published > Retire
None
What tables can't be deleted?
Semaphores control the number of user transactions that can be run in parallel. It makes sure there aren't too many things running at once
Approvals, conditions, notifications, tasks, timers, utilities
To automate a sequence of activities
Base tables, e.g., task, cmdb_ci
How to manage record numbering (like INC0000777)
None
System Definition > Number maintenance
Number field > Number
System Definition > Numbers
What is related to High Security Plugin in ServiceNow?
Impersonation feature
security_admin role for elevated privilege
ACL
Banner Color can be personalized from?
Not Possible
Themes section
Navigation Pane
Developer Section
What do you have to do to edit a workflow?
Assign roles to groups
You need to check it out, to prevent errors
With a reference lookup Icon, think of the caller field, you can look the up
Create a new table or edit an existing table, create a new application or browse existing application, delete all records from a table
What is the search engine used while doing the global search in ServiceNow?
Zing
Zenn
Google Search
TRX
ServiceNow automatically provides numbers for which tables?
Incident, Problem
Incident, Change, Knowledge
Incident, Problem, Request
All of the above
What is a Workflow?
Can manage all form and list Changes
It's a virtual representation of activities consisting of connected steps planned out in a sequential manner
It's a static representation of activities of connected steps planned out in a chronological manner, which cannot be change or modified
None of the above
Agreement between departments to meet service level requirements is?
None
SLA
OLA
UC
What are the major workflow activities?
Approvals, Conditions, Notifications
Approval conditions, Notification, Tasks
Approvals, Conditions, Notifications, Tasks, Timers, Utilities
None of the above
What does the attachment functionality in a kb article do?
It will take you to a blank incident form
Read only data that is not editable on this form
It provides a choice of adding documents as attachments
Allow you to attach any other existing record in ServiceNow
What purpose the record producer be used for?
What purpose the record producer be used for?
Workflow based things request emergency change, wizards, etc
Virtual representation of activities consisting of connected steps planned out in a sequential manner
Valuing, depreciating, determining, cost allocation strategy
Memory, response time & available semaphores
To access knowledge articles without login, the knowledge article must be?
Set to public
Set to review
Set to Private
Set to retire
What can you do with a service catalog item once it's built?
Publish it in the service catalog
Group in an order guide
Show users questions and choices
All of the above
Which of the following is not a field?
Duration
Split
Script
Suggestion
Where would you go to see if an admin impersonated another user?
Tables
Base Class
System Log
User Administration
Multiple Choice, Single Line Text, and Select Box are what type of elements in ServiceNow?
Order Guides
Request Types
Variable Types
Related Lists
Regarding update sets, Customer updates/payload is stored in _ table?
update_set
sys_update_xml
sys_customer_update
What is a Service Now event?
Business rules, client scripts, fields, forms and form sections, reports, tables, views and workflows
Create a new table and fill out he extend table field
It is an indication to the ServiceNow processes that something notable has occurred, e.g., approving a request, workflow, etc.
Semaphores, which control the number of user transactions that can be run in parallel. It makes sure there aren't too many things running at once.
onCellEdit() client script is executed when?
Any field is modified
A particular field is modified on Form
A particular field is modified on List
How do you get to the categories on an incident and other table?
Go to system definition > choice list
In the task SLA form
Base Class
Go to social it > feed administration > messages
At which location are the records saved?
Form
List
Table
All the Above
How are referenced fields identified in ServiceNow?
From Base Class
From Blue Book
From Reference lookup Icon
None of the above
How do you change the sort sequence of fields or tasks?
Modify the order field
Arrange in Alphabetical Order
Modify Field Types
Variable Set
After high security plugin is activated, a 'security_admin' privilege is created. What is an elevated privilege?
Elevated privilege is used to promote extension tables
Used to enable the ITIL role to have an Admin type access
A role that has special permissions for the duration of the log in session
Users with the Admin role
In an SLA definition, which one of the following is a condition that will trigger an SLA?
Begin Condition, Stop Condition, and Pause Condition
Start Condition, Stop Condition and Reset Condition
Start Condition, End Condition and Pause Condition
Start Condition, Stop Condition and Pause Condition
By default in ServiceNow, (Select Multiple)
Changes made to data
Changes made to a form
Changes made to a schedule
Changes made to a homepage
What are the steps in SLA?
Start, Pause, Stop
Start, Hold, Stop
Start, Pause, Stop, End
Start, Hold, Stop, End
Which of the following is not a valid field type (for Incident Table)?
Currency
Long String
Suggestion
In which of the following requirements we cannot 'Scheduled Jobs'?
To update the old records
To check the conditions every day at specific time
For form validation at client side every day
To send an email notification on demand of user wish
What is an SSO?
Sign-On Single
Single Sign-On
Sign Single-On
None of the Above
Natural Language query does to a list?
Automatically fill the filter
speak to command builder
filter list using phrases
filter list using keywords
filter list using audible command.
Which of the following are the different ways an end-user can leave feedback about an article? Select 4 Answers from the below options.
Give star
Flag an article as incorrect or inappropriate.
Mark an article as helpful or not helpful.
frowning icon
leave comment
Access Control rules are applied to a specific table, like the Incident table. What is the object name for a rule that applies to the entire Incident table (all rows and fields)
incident.None
incident.all
incident.*
incident.!
When does a Business Rule execute in ServiceNow?
Only when a record is deleted
Before or after a record is saved to the database
When a user downloads a report
Before or after a user logs into the platform
What is the purpose of an application scope?
Scope prevents applications from changing their own tables and business logic
Scope determines all applications access each other's tables and business logic
Scope determines the functionality of core services in the platform
Scope determines which parts of an application are available for use by other applications in ServiceNow
What is the result of the order in which access controls are evaluated?
Ensures user has access to the application, before evaluating access to a module within the application
Ensures user has access to a table, before evaluating access to a field in the table
Ensures user has access to the fields in a table, before considering their access to the table
Ensures user can get to work as quickly as possible
What actions are required to refine the number of records displayed in a list view?
Modify field properties and duplicate form views
Add embedded lists and form annotations
Right-click to configure relationship list
Select the filter icon and apply conditions
Which path is used on the Filter Navigator to display the list of records from the sys user table?
sys user.view
sys user.list
sys_user.do
sys_user.display
Which feature allows you to automate business logic for a particular application or process such as approvals, tasks. notifications, and record operations?
Flows
Task Flows
Action Sets
Flow Diagrams
Action Sequences
Which options are available in the Data Visualization configuration panel, for how the data will be presented? Choose 2 answers
Data sources
Configuration items
Metrics
Chart mapping
Time maps
You have been asked to create a way for users to order a new iPhone. The approvers and users should be automatically notified at each approval level. What feature would you use to manage the approvals and notifications?
Approval Chains
Approver Delegates
Flows
Parent-Child Approvers
Approval Criteria
When working on a task, which field do you use to share knowledge and other customer visible details?
Customer notes
Caller note
Additional comments
Description
How would you describe the relationship between the Incident and Task table?
Incident table has a one to many relationship with the Task table
Incident table is a database view of the Task table
Incident table is related to the Task table via the INC number
Incident table is extended from Task table
Incident table has a many to many relationship with the Task table
Which interface allows users to search articles, submit requests, and browse communication notices?
One Stop Shop
Service Portal
Employee Self Service
Customer Service Management
What are the steps to apply an update set retrieved from another instance?
Import the Update Set > Verify the Update Set is complete > Link the Update Set Publish
Verify Update Set is Complete. Test Connection. Apply
Verify Update Set is Complete. Retrieve. Preview. Commit
Load the Update Set > Import the Update Set install
What action can be performed by selecting the Additional actions menu in Table Builder?
Add a new module
Create a database index
Duplicate the selected form view
Schedule a job
You are creating a catalog item for ordering a new desktop computer. The computers have these options: Color: Black or Silver RAM: 32 MB or 64MB Keyboard: Standard or Ergonomic Monitor: 24 inch or 32 inch How would you add these options to the catalog item form?
Add variables
Add choices
Add Ul options
Add fields
