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Which of the following is the primary way to interact with the applications and data in a ServiceNow instance?
Service Portal
Workspace
Now Platform UI
Now Mobile
A role is a:
set of users delegated to perform different tasks
collection of tasks
set of members to a subscription
collection of permissions
set of users who share a common purpose
individual to whom you have granted access to your ServiceNow instance
A group is a:
collection os tasks
set os users delegated to perform different tasks
The Now Platform is an example os 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)
Which of the following workflow types does the Now Platform provide? Select 3 Answers from the below options.
Employee
Customer
End User
Information Technology (IT)
What are the three main screen elements of the Now Platform User Interface? Select 3 Answers from the below options.
Banner frame
Application frame
Application Navigator
Banner content
Content frame
Which of the following would be included in the results when entering "service" in the Navigation filter? Select 2 Answers from the below options.
Only applications with a name containing "service"
All modules and sections within the Service Desk application
Only applications, sections and modules with names containing "service"
Any module with a name containing "services"
What do you select to personalize the system setting of the Now Platform user interface?
Magnifying glass
Question mark
Gear
Logo
Which of the following are ways to create a favorite? Select 3 Answers from the below options.
Drag the breadcrumbs os a filtered list to the Favorite tab.
Drag an individual record to the Favorite tab
Select the personalization gear icon
Select the star of its corresponding section
Select the star of its corresponding application or module
What is selected to impersonate another user?
User menu
System settings
You need to go back to review a record you just looked at recently. What is one of the quickest way 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.
Each ServiceNow solution provides its own guided setup. When implementing IT Service Management (ITSM), where would you navigate in order to updated Now Platform user interface branding, including the company logo and colors? Select 2 Answers from the below options.
System Properties > Basic Configuration UI16
System Properties > My Company
Guided Setup > ITSM Guided Setup
Team Development > Properties
Which of the following branding features can be configured? Select 4 Answers from the below options.
Navigator responses
Banner image, text and color
Navigator position
Navigator background and text colors
Browser tab title
System date/time formatting
What are some of the benefits often recognized by branding your instance? Select 3 Answers from the below options.
Reduce service desk calls
Accelerate adoption rates
Create a shared identity
Gain user trust
Share comprehensive assignment rules
Lists provide context menus at three different levels. What are the names of those context menus? Select 3 Answers from the below options.
List filter context menu
List title menu
List fields context menu
List description menu
List column context menu
A filter is a set of conditions applied to a table to help you find and work with a subset of data. In the Now Platform, filter conditions are also referred to as:
Column Headings
Field Values
Breadcrumbs
Title Bars
Which menu can users access to display actions that involve creating quick reports, configuring lists and exporting data?
Column Context Menu
Record Context Menu
Value Context Menu
List Context Menu
Which search feature can be used to help narrow down search results in ServiceNow?
Context Finder
Wildcard Characters
Platform Locator
Containers
A column in a list represents what in the ServiceNow instance?
A record
A field
A filter
A list
Which menu provides options related to viewing, configuring, creating favorites and saving form data?
Form Context Menu
Form Layout Menu
Form Personalization Menu
Form Column Menu
What allows users to see a time stamped history of all actions taken within a record?
Form History
Activity Stream
Favorites
Form Activity
Which field type displays records from another table?
Reference
Choice
String
Attachments
When using Form Designer, icons presented on each field include which of the following. Select 3 Answers from the below options.
Edit icon
Reference icon
Field icon
Remove icon
Handle icon
A field can be added to a table and form by accessing which part of the Form Designer interface?
Form Settings
Field Navigator
Form Views
Field Formatter
Different form templates can be applied to a form by accessing the:
Template creator
Template editor
Toggle template views
Template bar
Which of the following is a best practice when configuring Assignment Rules of Predictive Intelligence? Select 4 Answers from the below options.
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 solely on Subcategory (Category = None)
Which of the following are ways to collaborate with team members on Tasks? Select 4 Answers from the below options.
User presence
Additional comments
Activity stream
Connect chat
Comments
Which tab contains the Activity Stream for a task?
Conflicts
Notes
Related Records
Resolution Information
Which of the following best describes Tasks? Select 3 Answers from the below options.
Tasks lead to quicker resolution times
Tasks can only be performed once
Tasks are repeatable processes
Tasks minimize the possibility of human error
Virtual Agent offers a personalized customer experience by automating typical Tier 1 support tasks, including which of the following? Select 3 Answers from the below options.
Translating languages
Answering FAQs
Performing dagnostics
Providing how-to information
The purpose of Virtual Agent is to help users do which of the following? Select 3 Answers from the below options.
perform common work tasks
update financial records
obtain information
make decisions
Which modules can you use to create a new table? Select 2 Answers from the below options.
Import Tables
Tables & Columns
Tables
Create New
What is created by default when you create a new table? Select 2 Answers from the below options.
Application Menu with the same name as the table Label (e.g. Infinity)
Dashboard to manage the table's activity
Module with the plural of the table Label (e.g. Infinities)
A table specific admin role
To see the notifications that are currently defined on the Now Platform, you can navigate to:
System Notification > Email > Notifications
System Definitions > Notifications
System Notification > Definitions
Notifications > Email > System Notifications
When configuring an email notification, where can you choose field values from the record to include within the message?
Select fields pane
Select variables
Variables context menu
Platform variables
Which feature allows users to manage which notifications they receive about various activities occurring in the platform?
Now on Now
Subscriptions
Platform Chat
ServiceNow Mobile
Where can users set their notification subscription preferences?
Notification settings
Subscription settings
Email setting
Which three tabs are used to configure an email notification? Select 3 Answers from the below options.
What it will contain
When to send
Who will receive
Which email template
What the subject is
Notifications in the Now Platform occur through which of following methods? Select 3 Answers from the below options.
Virtual Agent
Email
Meeting Invitation
SMS
Workplace Chat
Select the report visualization types that can be generated from a list of records. Select 2 Answers from the below options.
Pie chart
Bar chart
Single score
Line chart
Which phase of the Report designer lets you choose a color scheme for the report visualization?
Configure
Data
Type
Style
Which phase of the Report designer lets you define the Group by attribute?
Which of the following are valid report sharing options? Select 5 Answers from the below options.
Add to homepage
Publish
Export to PDF
Add to dashboard
Clone
Schedule
Share
What is the recommended way to share a report?
Download as PDF
Email an attachment
Share the report
Publish to an instance URL
By default, a report is shared with:
All users and groups
All roles
Only groups that the report creator belongs to
The report creator only
Which of the following are ways an end user can leave feedback about an article? Select 3 Answers from the below option.
Leave a comment on the article
Give a 1-5 star rating
Fill out an article quality index checklist
Mark the article as helpful or not helpful
Fill out the knowledge quality survey
Which feature allows end users to post questions and answer other user questions?
Neighborhoods
Social FAQ
Social Q&A
Ask ServiceNow
What item in the Knowledge Management Service Portal displays articles that have the highest percentage of users marking them helpful?
Feature
Most Helpful
Most Useful
Most Viewed
What is the best way to share a knowledge article with another user?
A permalink
Sharing the keywords
Taking a screenshot
Copying and pasting the text
Which of the following are possible methods of populating a knowledge base with knowledge articles? Select 3 Answers from the below options.
Integrating with a WebDev compliant source.
Via e-mail to a defined knowledge e-mail address
Creating articles directly in the ServiceNow platform
Importing Microsoft Word files
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
What are the two options to define the fulfillment process for a service catalog item?
Plan
Flow
Roadmap
Workflow
When using the Service Portal, how do end users typically access the service catalog?
Under System Status
Under Request Something
In the Knowledge Base
In the Community
Which of the following aspects of the service catalog application can a user with only the Catalog Administrator role manage? Select 3 Answers from the below aptions.
Catalog Items
Scripting functions
Catalogs
Categories
Business Rules
Where does the System Administrator navigate to edit a catalog item?
Maintain Items
Create Incident
Service Catalogs
From the end user's perspective, how are the products and services in the service catalog organized?
Tickets and Requests
Task and Subtasks
Incidents and Problems
Categories and Subcategories
Which of the following are Flow Designer triggers? Select 3 Answers from the below options.
Application-based
Record-based
Schedule-based
Role-based
Which of the following are true regarding Flow Designer actions? Select 3 Answers from the below options.
Define when the flow is performed
Represent reusable operations for use across multiple flows
Can be contained in a spoke
Require script to develop
Provide the ability to build your own custom actions
Which of the following are true regarding Flow Designer? Select 3 Answers from the below options:
Provides automation tools
Requires scripting experience
Integrates with third party system
Saves time
Which elevated role is required to modify access control rules?
acl_admin
admin
security_admin
What types of permissions can be configured in an access control rule? Select 3 Answers from the below options.
Users
Roles
Script that sets the 'answer' variable to true or false
Groups
Conditions
In what order are access controls evaluated?
First at the Field-level (most specific to most general), then at the Table-level (most specific to most general).
First at the Table-level (most specific to most general), then at the Field-level (most specific to most general).
Which tool is used to determine relationships between fields in an import set and and existing table?
Import Set
Coalesce
Transform Map
Target Table
Which options allows you to update existing Target Table records when importing data from an import set?
Tranform
Mandatory
Unique
What is a CI? Select 3 Answers from the below options.
Tangible (e.g. hardware, software, servers) entities
Intangible (e.g. business services, email) entities
Configuration Management Database
Configuration Item
configuration_admin role
What are the three key tables in the CMDB? Select three Answers from the below options.
CMDB Properties [cmdb_properties]
Base Configuration Item [cmdb]
Configuration Item [cmdb_ci]
CI Relationship [cmdb_rel_ci]
CMDB Baseline [cmd_baseline]
What represents multiple related request items grouped together as one request?
Catalog Item
Variable Set
Order Guide
Record Producer
What is created when an order is placed for a catalog item? Select 3 Answers from the below options.
A Variable
One or more Service Catalog Task (SCTASK) records
A Request (REQ) record
A Request Item (RITM) record
A Variable Set
Which of the following run scripts client-side? Select 2 Anwers from the below options.
Business Rule
Script Include
UI Policy
Client Script
Which script runs when a record is displayed, inserted, updated, deleted or when a table is queried?
What do you configure to instruct fields how to behave on a form when a UI Policy is triggered?
UI Actions
Data Policy
UI Policy Action
What attributes of a field can a UI Policy action change on a form? Select 3 Answers from the below options.
Visible/hidden
Prevent cell editing
Read-only
Change color
What is an update set?
A server-side script that runs when a record is displayed, inserted, updated or delated or when a table is queried.
Group of one more changes that can be moved from one instance to another all together
A series of tables and fields that store information about the Configuration Items (CIs) owned by your organization.
One method of security that restricts access to data by requiring users to pass a set of requirements before they can interact with it.
What are the steps for applying an update set to an instance? Select 3 Answers from the below options.
Copy
Retrieve
Preview
Delete
Commit
What types of records are not captured in an update set by default? Select 2 Answers from the below options.
Data records
Dashboards
Access Control rules
Homepages
Which ServiceNow product provides the ability to quickly integrate with 3rd party applications without scripting?
IntegrationHub
Visual Task Boards
Flow Designer
What ServiceNow feature can be used to begin the creation of an application?
Guided Application Creator
Configuration Management Database (CMDB)
System Dictionary
What protects applications by identifying and restricting access to available files and data?
Access Control
The admin Role
Scope
Delegated Development
What is granted to non-administrators in order for them to be able to develop applications.
The itil Role
The developer Role
In order to be used, an event record must be...
Catalogued
Registered
Published
Certified
What are events?
A server-side script that runs when a record is displayed, inserted, updated or deleted, or when a table is queried.
Log records indicating something notable has occurred in the system.
A real-time messaging tool that enables users to chat with individuals and groups.
Notifications that are sent to users when something occurs that concerns them.
Which of the following are benefits of Now Learning? Select 5 Answers from the below options.
Automatically notifies partners, customers and others when badges are earned.
Offers learners an opportunity to learn and gain practical experience.
Offers learners a change to create personalized Learning Plans.
Integrates with your Now Profile.
Offers learners a single source for all of their content, certification, certification maintenance and profile needs.
Offers learners a wide breadth of course topics and delivery types.
Which of the following are benefits of your Now Profile? Select 5 Answers from the below options.
Showcases your ServiceNow expertise.
Updates other social network profiles.
Acts as a Universal ID across all resouces.
Displays Badges across multiple resources.
Display Super badges by role.
Allows you to consolidate ServiceNow accounts.
Which would NOT appear in the History section of the Application Navigator?
Lists
UI Pages
Records
Forms
What is the Import Set Table?
A repository for Update Set Information
A table where data will be placed, post-transformation
A staging area for Imported records
A table that determines relationships.
Which of the following concepts are associated with the ServiceNow CMDB? Choose 4 answers:
A Database
Service Processes
Tables and Fields
The Dependency View
User permissions
A knowledge article must be in which of the following states to display to a user?
Reviewed
Drafted
Retired
Which term best describes something that is created, has work performed upon it and is eventually moved to a state of closed:
Report
Task
Event
Which group of permissions is used to control Application and Module access?
Access Control Rules
Assignment Rules
UI Policies
What display sequence is controlled in a Service Catalog Item using which of the following:
The Default Value field in the Catalog Item form.
The Sequence field in the Catalog Item form.
The choice field in the Variable form.
The Order field in the Variable form.
Knowledge Base Search results can be sorted by which of the following? Choose 3:
Relevancy
Popularity
Most recent update
Manager Assignment
Number of views
What is a Record Producer?
A record producer is a type of Catalog Item that allows users to create task-based records from the Service Catalog.
A record producer
A record producer is a type of catalog item that provides easy ordering by bundling request
A record producer is a type of Catalog Item that is used for Request, not services
The display sequence is controlled in a Service Catalog Item using which of the following?
The Choice field in the Variable form.
The Default Value field in the Catalog item form.
Which of the following can be customized through the Basic Configuration UI16 module? Check 3 answers:
System Date Format
Banner Image
Form Header Size
Browser Tab Title
Record Number Format
Which of the following is used to initiate a flow?
An Event
A spoke
A trigger
Core Action
What is the name of the conversations bot platform that provides assistance to help users obtain information, make decisions, and perform common tasks?
Answer Agent
Live Feed
Connect Chat
For Administrators creating new Service Catalog items, what is a characteristic they should know about Service Catalog variables:
Service Catalog variables cannot affect the order price.
Service Catalog variables can only be used in Record Producers.
Service Catalog variables are global by default.
Service Catalog variables can only be used in Order Guides.
When working on a form, what is the difference between Insert an Update operations?
Insert saves changes and remains on the form. Update saves changes an exits the form.
Insert saves changes and exits the form. Update saves changes and remains on the form.
Insert creates a new record and Update saves changes. Both remain on the form.
Insert creates a new record and Update saves changes. Both exit the form.
Which one of the following statements is a recommendation from ServiceNow about Update Sets?
Before moving customizations from instance to instance with Update Sets, ensure that both instances are different versions.
Once and Update Set is closed as "Complete", change it back to "In Progress" until it's applied to another instance.
Avoid using the Default Update set as an Update Set for moving customizations from Instance to Instance.
Us the Baseline Update Set to store the contents of items after they are changed the first time.
What is a schema map?
Graphically displays the Configuration Items that support a business service
Enables administrators to define records from specific tables and trouble sources for Configuration Items.
A graphically organized visual task board for the CMDB.
Displays the details of table and their relationships in the visual manner allowing administrators to view and easily access different part of the database schema.
The baseline Service Catalog home page contains links to which of the following components?
Record Producers, Order Guides and Catalog Items
Record Producers, Order Guides and Item Variables
Order Guides, Catalog Items and Workflows
Order Guides, Item Variables and Workflows
Which of the following allows a user to edit fields in a list without opening the form?
Edit Menu
Form Designer
List Editor
Data Editor
In what order should filter elements be specified?
Field, Operator, then Value
Value, Operator, then FIeld
Operator, Condition, then Value
Field, Operator, then Condition
Buttons, form links, and context menu items are all examples of what type of functionality?
UI Action
Which one of the following statements describes the purpose of a Service Catalog workflow:
Although a Service Catalog, workflow cannot send notifications, the workflow drives complex fulfillment processes.
...used to drive complex fulfillment processes and sends notifications to defined users or groups.
...generates three basic components: item variable types, tasks and notifications.
...generates three basic components: item variable types, tasks and approvals.
Which three Variable Types can be added to a Service Catalog Item?
True/False, Checkbox, Number List
True/False, Multiple Choice and Ordered
Number List, Single Line Text and Reference
Multiple Choice, Select Box and Check Box
What is the platform name for the User table:
sys_user
x_users
sys_users
u_users
Which statement is true about business rules?
A business rule monitors field on a form
A business rule can be a piece of JavaScript
A business rule must run before a database action occurs
A business rule must not run before a database action occurs
How are workflows moved between instances?
Using Transform map
They cannot be moved between instances
Using update sets
Using Application sets
What is a Dictionary Override?
Dictionary overrides provide the ability to define a field on an extended table differently from the field on the parent table
...is a task within a workflow that requests an action before the workflow can continue
...is the addition, modification or removal of anything that could have an effect on IT services.
...an Incoming customer update in an Update Set which applies to the same object as a newer customer update
Which one of the following statements is true when a new table is created by extending another table?
The new table archives the parent table and assumes its roles in the database.
The new table inherits all of the fields, but does not inherit Access Control rules, client's scripts, and UI Policies of the parent table.
The new table inherits all of the Business Rules, Client Scripts and UI Policies of the parent table, but none of the existing fields.
The new table inherits all of the fields of the parent table and can also contain new fields unique to itself
Which one of the following statements best describes the purpose of an Update Set?
By default, the changes included in an Update Set are visible only in the instance to which they are applied.
An update set allows administrators to group a series of changes into a named set and then move this set as a unit to another system.
By default, and Update Set includes customizations, Business Rules and homepages.
An Update Set is a group of customizations that are moved from Production to Development.
Which of the following statements best describes the purpose of an Order Guide:
Order Guides provide a list of guidelines for Administrator on how to set up item variables.
Order Guides take the user directly to the checkout without prompting for information.
Order Guides provide the ability to order multiple, related items as on request.
Order Guides restrict the number of items in an order to only one item per request.
What is a characteristic of Importing data into ServiceNow?
An existing Transform Map can be used multiple times on the same import set.
Coalesce fields are used only after running Transform.
Any user can manage and set up import sets.
An existing Transform Map can be used one time on the same import set.
Which are valid ServiceNow User Authentication Methods? Choose 3:
FTP Authentication
Local Database
LDAP
XML Feed
SSO
What information does the System Dictionary contain?
The definition for each table and column.
The human-readable labels and languages settings.
The language dictionary used for spell checking.
The information on how tables relate to each other.
Which types of tables my be extended by other tables, but not extend another table?
Extended Tables
Base Tables
Core Tables
Custom Tables
Which one of the following statements apply to a set of fields when they are coalesced during an import:
If a match is not found using coalesce fields, the system does not create a Transform Map.
If a match is found using the coalesce fields, the system creates a new record.
If a match is found using the coalesce fields, the existing record is updated with the information being imported.
If a match is not found using the coalesce fields, the existing record is updated with the information being imported.
When using the Load Data Transform Map process, what is the Mapping Assist used for?
Mapping fields using a Field Map
Mapping fields using Transform History
Mapping fields using the Import Log
Mapping fields using an SLA
Which one of the following statements is true about Column Context Menus?
It displays actions related to viewing and filtering the entire list.
It displays actions such as view form, view related tasks and add relationship.
It displays actions related to filtering options, assigning tags and search.
It displays actions such as creating quick reports, configuring the list and exporting data.
REQ number in the Service Catalog represents...
The task to complete
The individual item in the order
The order number
The stage
What is the purpose of Related Lists?
To present related records
To present related fields
To dot-walk to a core table
To create a one-to-many relationship
What is the path an Administrator could take to view the fulfillment stage task list for an order placed by a user?
RITM (Number) > REQ (Number) > PROCUREMENT (Number)
REQ (Number) > RITM (Number) > TASK (Number)
FULFILLMENT (Number) > RITM (Number) > TASK (Number)
REQ (Number) > RITM (Number) > PROCUREMENT (Number)
How is the Event Log different from the Event Registry?
Event Log contains generated Events, the Event Registry is a table of Event definitions
Event Log is the same as the Event Registry
Event Log is formatted in the Log style, the Event Registry displays different fields.
Event Log lists Events that were triggered by integrations, the Event Registry lists the Events that were triggered during the day (24-hour period).
When searching using the App Navigator search field, what can be returned? Choose 3 answers:
Names of Applications and Modules
History Records
Titles of Dashboard Gauges
What is a formatter?
A formatter allows you to populate fields automatically.
A formatter allows you to configure applications on you instance.
A formatter is a set of conditions applied to a table to help find and work with data.
A formatter is a form element used to display information that is not a field in the record.
Reports can be created from which different places in the platform?Choose 2:
View/Run module
List column heading
Metrics module
Statistics module
Which Statement correctly describes Access Control rule evaluation?
Rules are evaluated from the general to the specific, so a table rule must be active to continue.
If more than one rule applies to a row, the older rule is evaluated first.
If a row level rule and a field level rule exist, both must be true before an operation is allowed.
Rules are evaluated using roles. The role with the most permissions evaluates the rules first.