Service Now Fundamentals - CSA

Question 1 of 81

1

Which of the following is the primary way to interact with the applications and data in a ServiceNow instance?

Select one of the following:

Service Portal
Workspace
Now Plataform UI
Now Mobile

Explanation

Question 2 of 81

1

A role is a:

Select one of the following:

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 commom purpose
individual to whom you have granted access to your ServiceNow instance

Explanation

Question 3 of 81

1

A group is a:

Select one of the following:

set of users who share a commom purpose
collection of permissions
collection of tasks
individual to whom you have granted access to your ServiceNow instance
set of members to a subscription
set of users delegated to perform different taks

Explanation

Question 4 of 81

1

The Now Plataform is an example of which cloud computing model?

Select one of the following:

Software-as-a-Service (SaaS)
Plataform-as-a-Service (PaaS)
Application Plataform-as-a-Service (aPaas)
Infrastructure-as-a-Service (IaaS)

Explanation

Question 5 of 81

1

Which of the following workflow types does the Now Platform provide? Select 3 Answers from the below options.

Select one or more of the following:

Employee
Customer
End User
Information Tecnology (IT)

Explanation

Question 6 of 81

1

What are the three main screen elements of the Now Platform User Interface? Select 3 Answers from the below options.

Select one or more of the following:

Banner Frame
Application frame
Application Navigator
Banner content
Content Frame

Explanation

Question 7 of 81

1

Which of the following would be included in the results when entering "service" in the Navigation filter? Select 2 Answers from the below options.

Select one or more of the following:

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 modules with a name containing "services"

Explanation

Question 8 of 81

1

What do you select to personalize the system settings of the Now Platform user interface?

Select one of the following:

Magnifying glass
Question mark
Gear
Logo

Explanation

Question 9 of 81

1

Which of the following are ways to create a favorite? Select 3 Answers from the below options.

Select one or more of the following:

Drag the breadcrumbs of a filtered list to the Favorites tab
Drag an individual record to the Favorites tab
Select the personalization gear icon
Select the star of its corresponding section
Select the star of its corresponding application or module

Explanation

Question 10 of 81

1

What is selected to impersonate another user?

Select one of the following:

User menu
Application Navigator
System settings
Magnifying glass

Explanation

Question 11 of 81

1

You need to go back to review a record you just looked at recently. What is one of the quickest ways to navigate back to the same record?

Select one of the following:

Expand every application in the All applications tab
Select the record from the History tab
Navigate back to its corresponding list
Impersonate another user

Explanation

Question 12 of 81

1

Each ServiceNow solution provides its own guided setup. When implementing IT Service Managment (ITSM), where would you navigate in order to update Now Platform user interface branding, including the company logo and colors? Select 2 Answers from the below options.

Select one or more of the following:

System Properties > Basic Configuration UI16
System Properties > My Company
Guided Setup > ITSM Guided Setup
Team Development > Properties

Explanation

Question 13 of 81

1

Which of the following branding features can be configured? Select 4 Answers from the below options.

Select one or more of the following:

Navigator responses
Banner image, text, and colors
Navigator position
Navigator background and text colors
Browser tab title
System date/time formatting

Explanation

Question 14 of 81

1

What are some of the benefits often recognized by branding your instance? Select 3 Answers from the below options.

Select one or more of the following:

Reduce service desk calls
Accelerate adoption rates
Create a shared identity
Gain user trust
Share comprehensive assignment rules

Explanation

Question 15 of 81

1

Lists provide context menus at three different levels. What are the names of those context menus? Select 3 Answers from the below options.

Select one or more of the following:

List filter context menu
List title menu
List description menu
List column context menu
List fields context menu

Explanation

Question 16 of 81

1

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:

Select one of the following:

Column Headings
Field Values
Breadcrumbs
Title Bars

Explanation

Question 17 of 81

1

Which menu can users access to display actions that involve creating quick reports, configuring lists, and exporting data?

Select one of the following:

Column Context Menu
Record Context Menu
Value Context Menu
List Context Menu

Explanation

Question 18 of 81

1

Which search feature can be used to help narrow down search results in ServiceNow?

Select one of the following:

Context Finder
Wildcard Characters
Plataform Locator
Containers

Explanation

Question 19 of 81

1

A column in a list represents what in the ServiceNow instance?

Select one of the following:

A record
A field
A filter
A list

Explanation

Question 20 of 81

1

Which menu provides options related to viewing, configuring, creating favorites, and saving form data?

Select one of the following:

Form Context Menu
Form Layout Menu
Form Personalization Menu
Form Column Menu

Explanation

Question 21 of 81

1

What allows users to see a time stamped history of all actions taken within a record?

Select one of the following:

Form History
Activity Stream
Favorites
Form Activity

Explanation

Question 22 of 81

1

Which field type displays records from another table?

Select one of the following:

Reference
Choice
String
Attachments

Explanation

Question 23 of 81

1

When using Form Designer, icons presented on each field include which of the following. Select 3 Answers from the below options.

Select one or more of the following:

Edit icon
Reference icon
Field icon
Remove icon
Handle icon

Explanation

Question 24 of 81

1

A field can be added to a table and form by accessing which part of the Form Designer interface?

Select one of the following:

Form Settings
Field Navigator
Form Views
Field Formatter

Explanation

Question 25 of 81

1

Different form templates can be applied to a form by accessing the:

Select one of the following:

Template creator
Template editor
Toggle template views
Template bar

Explanation

Question 26 of 81

1

Which of the following is a best practice when configuring Assignment Rules or Predictive Intelligence? Select 4 Answers from the below options.

Select one or more of the following:

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)

Explanation

Question 27 of 81

1

Which of the following are ways to collaborate with team members on Tasks? Select 4 Answers from the below options.

Select one or more of the following:

User presence
Additional comments
Activity stream
Connect chat
Comments

Explanation

Question 28 of 81

1

Which tab contains the Activity Stream for a task?

Select one of the following:

Conflicts
Notes
Related Records
Resolution Information

Explanation

Question 29 of 81

1

Which of the following best describes Tasks? Select 3 Answers from the below options.

Select one or more of the following:

Tasks lead to quicker resolution times
Tasks can only be performed once
Tasks are repeatable processes
Tasks minimize the possibility of human error

Explanation

Question 30 of 81

1

To see the notifications that are currently defined on the Now Platform, you can navigate to:

Select one of the following:

System Notification > Email > Notification
System Definitions > Notifications
System Notification > Definitions
Notifications > Email > System Notifications

Explanation

Question 31 of 81

1

When configuring an email notification, where can you choose field values from the record to include within the message?

Select one of the following:

Select fields pane
Select variables
Variables context menu
Plataform variables

Explanation

Question 32 of 81

1

Which three tabs are used to configure an email notification? Select 3 Answers from the below options.

Select one or more of the following:

What it will contain
When to send
Who will receive
Which email template
What the subject is

Explanation

Question 33 of 81

1

Which feature allows users to manage which notifications they receive about various activities occurring in the platform?

Select one of the following:

Now on Now
Subscriptions
Plataform Chat
ServiceNow Mobile

Explanation

Question 34 of 81

1

Where can users set their notification subscription preferences?

Select one of the following:

Notification settings
System settings
Subscription settings
Email settings

Explanation

Question 35 of 81

1

Notifications in the Now Platform occur through which of the following methods? Select 3 Answers from the below options.

Select one or more of the following:

Virtual Helper
Email
Meeting Invitation
SMS
Workplace Chat

Explanation

Question 36 of 81

1

Select the report visualization types that can be generated from a list of records. Select 2 Answers from the below options.

Select one or more of the following:

Pie chart
Bar chart
Single score
Line chart

Explanation

Question 37 of 81

1

Which phase of the Report designer lets you choose a color scheme for the report visualization?

Select one of the following:

Configure
Data
Type
Style

Explanation

Question 38 of 81

1

Which phase of the Report designer lets you define the Group by attribute?

Select one of the following:

Style
Type
Configure
Data

Explanation

Question 39 of 81

1

Which of the following are valid report sharing options? Select 5 Answers from the below options.

Select one or more of the following:

Add to homepage
Publish
Export to PDF
Add to dashboard
Clone
Schedule
Share

Explanation

Question 40 of 81

1

What is the recommended way to share a report?

Select one of the following:

Download as PDF
Email an attachment
Share the report
Publish to an instance URL

Explanation

Question 41 of 81

1

By default, a report is shared with:

Select one of the following:

All users and groups
All roles
Only groups that the report creator belongs to
The report creator only

Explanation

Question 42 of 81

1

Which of the following are ways an end user can leave feedback about an article? Select 3 Answers from the below options.

Select one or more of the following:

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

Explanation

Question 43 of 81

1

Which feature allows end users to post questions and answer other user questions?

Select one of the following:

Neighborhoods
Social FAQ
Social Q&A
Ask ServiceNow

Explanation

Question 44 of 81

1

What item in the Knowledge Management Service Portal displays articles that have the highest percentage of users marking them helpful?

Select one of the following:

Featured
Most Helpful
Most Useful
Most Viewed

Explanation

Question 45 of 81

1

What is the best way to share a knowledge article with another user?

Select one of the following:

A permalink
Sharing the keywords
Taking a screenshot
Copying and pasting the text

Explanation

Question 46 of 81

1

Which of the following are possible methods of populating a knowledge base with knowledge articles? Select 3 Answers from the below options.

Select one or more of the following:

Integrating with a WebDev compliant source
Via e-mail to a defined knowledge e-mail adress
Creating articles directly in the ServiceNow Plataform
Importing Microsoft Word files

Explanation

Question 47 of 81

1

If the end user wants to report an Incident, where do they navigate on the service portal?

Select one of the following:

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

Explanation

Question 48 of 81

1

What are the two options to define the fulfillment process for a service catalog item?

Select one or more of the following:

Plan
Flow
Roadmap
Workflow

Explanation

Question 49 of 81

1

When using the Service Portal, how do end users typically access the service catalog?

Select one of the following:

Under System Status
Under Request Something
In the Knowledge Base
In the Community

Explanation

Question 50 of 81

1

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 options.

Select one or more of the following:

Catalog Items
Scripting functions
Catalogs
Categories
Business Rules

Explanation

Question 51 of 81

1

Where does the System Administrator navigate to edit a catalog item?

Select one of the following:

Maintain Items
Create Incident
Service Portal
Service Catalogs

Explanation

Question 52 of 81

1

From the end user's perspective, how are the products and services in the service catalog organized?

Select one of the following:

Tickets and Requests
Task and Subtasks
Incidents and Problems
Categories and Subcategories

Explanation

Question 53 of 81

1

Which of the following are Flow Designer triggers? Select 3 Answers from the below options.

Select one or more of the following:

Application-based
Record-based
Schedule-based
Role-based

Explanation

Question 54 of 81

1

Which of the following are true regarding Flow Designer actions? Select 3 Answers from the below options.

Select one or more of the following:

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

Explanation

Question 55 of 81

1

Which of the following are true regarding Flow Designer? Select 3 Answers from the below options.

Select one or more of the following:

Provides automation tools
Requires scripting experience
Integrates with third party systems
Saves time

Explanation

Question 56 of 81

1

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.

Select one or more of the following:

Translating languages
Answering FAQs
Performing diagnostics
Providing how-to information

Explanation

Question 57 of 81

1

The purpose of Virtual Agent is to help users do which of the following? Select 3 Answers from the below options.

Select one or more of the following:

perform common work taks
update financial records
obtain information
make decision

Explanation

Question 58 of 81

1

Which modules can you use to create a new table? Select 2 Answers from the below options.

Select one or more of the following:

Import Tables
Tables & Columns
Tables
Create New

Explanation

Question 59 of 81

1

What is created by default when you create a new table? Select 2 Answers from the below options.

Select one or more of the following:

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

Explanation

Question 60 of 81

1

Which elevated role is required to modify access control rules?

Select one of the following:

acl_admin
admin
security_admin

Explanation

Question 61 of 81

1

What types of permissions can be configured in an access control rule? Select 3 Answers from the below options.

Select one or more of the following:

Users
Roles
Script that sets the 'answer' variable to true or false
Groups
Conditions

Explanation

Question 62 of 81

1

In what order are access controls evaluated?

Select one of the following:

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)

Explanation

Question 63 of 81

1

Which tool is used to determine relationships between fields in an import set and an existing table?

Select one of the following:

Import Set
Coalesce
Transform Map
Target Table

Explanation

Question 64 of 81

1

Which option allows you to update existing Target Table records when importing data from an import set?

Select one of the following:

Transform
Mandatory
Coalesce
Unique

Explanation

Question 65 of 81

1

What is a CI? Select 3 Answers from the below options.

Select one or more of the following:

Tangible (e.g. hardware, software, servers) entities
Intangible (e.g. business services, email) entities
Configuration Management Database
Configuration Item
configuration_admin tole

Explanation

Question 66 of 81

1

What are the three key tables in the CMDB? Select 3 Answers from the below options.

Select one or more of the following:

CMDB Properties [cmdb_propeties]
Base Configuration Item [cmdb]
Configuration Item [cmdb_ci]
CI Relationship [cmdb_rel_ci]
CMDB Baseline [cmdb_baseline}

Explanation

Question 67 of 81

1

What represents multiple related request items grouped together as one request?

Select one of the following:

Catalog Item
Variable Set
Order Guide
Record Producer

Explanation

Question 68 of 81

1

What is created when an order is placed for a catalog item? Select 3 Answers from the below options.

Select one or more of the following:

A Variable
One or more Service Catalog Task (SCTASK) records
A Request (REQ) record
A Request Item (RITM) record
A Variable Set

Explanation

Question 69 of 81

1

Which of the following run scripts client-side? Select 2 Answers from the below options.

Select one or more of the following:

Business Rule
Script Include
UI Policy
Client Script

Explanation

Question 70 of 81

1

Which script runs when a record is displayed, inserted, updated, deleted, or when a table is queried?

Select one of the following:

Business Rule
Client Script
UI Policy

Explanation

Question 71 of 81

1

What do you configure to instruct fields how to behave on a form when a UI policy is triggered?

Select one of the following:

UI Actions
Client Script
Data Policy
UI Policy Action

Explanation

Question 72 of 81

1

What attributes of a field can a UI policy action change on a form? Select 3 Answers from the below options.

Select one or more of the following:

Visible /hidden
Mandatory
Prevent cell editing
Read-only
Change color

Explanation

Question 73 of 81

1

What is an update set?

Select one of the following:

A server-side script that runs when a record is displayed, inserted, updated, or deleted, or when a table is queried
Group of one or 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

Explanation

Question 74 of 81

1

What are the steps for applying an update set to an instance? Select 3 Answers from the below options.

Select one or more of the following:

Copy
Retrieve
Preview
Delete
Commit

Explanation

Question 75 of 81

1

What types of records are not captured in an update set by default? Select 2 Answers from the below options.

Select one or more of the following:

Data records
Dashboards
Business Rules
Access Control rules
Homepages

Explanation

Question 76 of 81

1

Which ServiceNow product provides the ability to quickly integrate with 3rd party applications without scripting?

Select one of the following:

IntegrationHub
Visual Task Boards
Flow Designer
Service Portal

Explanation

Question 77 of 81

1

What ServiceNow feature can be used to begin the creation of an application?

Select one of the following:

Guided Application Creator
Configuration Management Database (CMDB)
IntegrationHub
System Dictionary

Explanation

Question 78 of 81

1

What protects applications by identifying and restricting access to available files and data?

Select one of the following:

Access Control
The admin Role
Scope
Delegated Deevlopment

Explanation

Question 79 of 81

1

What is granted to non-adminstrators in order for them to be able to develop applications.

Select one of the following:

The itil Role
Delegated Development
Access Control
The developer Role

Explanation

Question 80 of 81

1

In order to be used, an event record must be...

Select one of the following:

Catalogued
Registered
Published
Certified

Explanation

Question 81 of 81

1

What are events?

Select one of the following:

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 ocurred 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

	Created by Vinicius Pereira over 3 years ago

Questões de estudo do módulo Service Now Fundamentals

Service Now Fundamentals - CSA

Question 1 of 81

Which of the following is the primary way to interact with the applications and data in a ServiceNow instance?

Select one of the following:

Explanation

Question 2 of 81

A role is a:

Select one of the following:

Explanation

Question 3 of 81

A group is a:

Select one of the following:

Explanation

Question 4 of 81

The Now Plataform is an example of which cloud computing model?

Select one of the following:

Explanation

Question 5 of 81

Which of the following workflow types does the Now Platform provide? Select 3 Answers from the below options.

Select one or more of the following:

Explanation

Question 6 of 81

What are the three main screen elements of the Now Platform User Interface? Select 3 Answers from the below options.

Select one or more of the following:

Explanation

Question 7 of 81

Which of the following would be included in the results when entering "service" in the Navigation filter? Select 2 Answers from the below options.

Select one or more of the following:

Explanation

Question 8 of 81

What do you select to personalize the system settings of the Now Platform user interface?

Select one of the following:

Explanation

Question 9 of 81

Which of the following are ways to create a favorite? Select 3 Answers from the below options.

Select one or more of the following:

Explanation

Question 10 of 81

What is selected to impersonate another user?

Select one of the following:

Explanation

Question 11 of 81

You need to go back to review a record you just looked at recently. What is one of the quickest ways to navigate back to the same record?

Select one of the following:

Explanation

Question 12 of 81

Each ServiceNow solution provides its own guided setup. When implementing IT Service Managment (ITSM), where would you navigate in order to update Now Platform user interface branding, including the company logo and colors? Select 2 Answers from the below options.

Select one or more of the following:

Explanation

Question 13 of 81

Which of the following branding features can be configured? Select 4 Answers from the below options.

Select one or more of the following:

Explanation

Question 14 of 81

What are some of the benefits often recognized by branding your instance? Select 3 Answers from the below options.

Select one or more of the following:

Explanation

Question 15 of 81

Lists provide context menus at three different levels. What are the names of those context menus? Select 3 Answers from the below options.

Select one or more of the following:

Explanation

Question 16 of 81

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:

Select one of the following:

Explanation

Question 17 of 81

Which menu can users access to display actions that involve creating quick reports, configuring lists, and exporting data?

Select one of the following:

Explanation

Question 18 of 81

Which search feature can be used to help narrow down search results in ServiceNow?

Select one of the following:

Explanation

Question 19 of 81

A column in a list represents what in the ServiceNow instance?

Select one of the following:

Explanation

Question 20 of 81

Which menu provides options related to viewing, configuring, creating favorites, and saving form data?