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Service Now Fundamentals - CSA

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Questões de estudo do módulo Service Now Fundamentals
Vinicius Pereira
Quiz by Vinicius Pereira, updated more than 1 year ago
Vinicius Pereira
Created by Vinicius Pereira over 3 years ago
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Resource summary

Question 1

Question
Which of the following is the primary way to interact with the applications and data in a ServiceNow instance?
Answer
  • Service Portal
  • Workspace
  • Now Plataform UI
  • Now Mobile

Question 2

Question
A role is a:
Answer
  • 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

Question 3

Question
A group is a:
Answer
  • 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

Question 4

Question
The Now Plataform is an example of which cloud computing model?
Answer
  • Software-as-a-Service (SaaS)
  • Plataform-as-a-Service (PaaS)
  • Application Plataform-as-a-Service (aPaas)
  • Infrastructure-as-a-Service (IaaS)

Question 5

Question
Which of the following workflow types does the Now Platform provide? Select 3 Answers from the below options.
Answer
  • Employee
  • Customer
  • End User
  • Information Tecnology (IT)

Question 6

Question
What are the three main screen elements of the Now Platform User Interface? Select 3 Answers from the below options.
Answer
  • Banner Frame
  • Application frame
  • Application Navigator
  • Banner content
  • Content Frame

Question 7

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

Question 8

Question
What do you select to personalize the system settings of the Now Platform user interface?
Answer
  • Magnifying glass
  • Question mark
  • Gear
  • Logo

Question 9

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

Question 10

Question
What is selected to impersonate another user?
Answer
  • User menu
  • Application Navigator
  • System settings
  • Magnifying glass

Question 11

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

Question 12

Question
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.
Answer
  • System Properties > Basic Configuration UI16
  • System Properties > My Company
  • Guided Setup > ITSM Guided Setup
  • Team Development > Properties

Question 13

Question
Which of the following branding features can be configured? Select 4 Answers from the below options.
Answer
  • Navigator responses
  • Banner image, text, and colors
  • Navigator position
  • Navigator background and text colors
  • Browser tab title
  • System date/time formatting

Question 14

Question
What are some of the benefits often recognized by branding your instance? Select 3 Answers from the below options.
Answer
  • Reduce service desk calls
  • Accelerate adoption rates
  • Create a shared identity
  • Gain user trust
  • Share comprehensive assignment rules

Question 15

Question
Lists provide context menus at three different levels. What are the names of those context menus? Select 3 Answers from the below options.
Answer
  • List filter context menu
  • List title menu
  • List description menu
  • List column context menu
  • List fields context menu

Question 16

Question
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:
Answer
  • Column Headings
  • Field Values
  • Breadcrumbs
  • Title Bars

Question 17

Question
Which menu can users access to display actions that involve creating quick reports, configuring lists, and exporting data?
Answer
  • Column Context Menu
  • Record Context Menu
  • Value Context Menu
  • List Context Menu

Question 18

Question
Which search feature can be used to help narrow down search results in ServiceNow?
Answer
  • Context Finder
  • Wildcard Characters
  • Plataform Locator
  • Containers

Question 19

Question
A column in a list represents what in the ServiceNow instance?
Answer
  • A record
  • A field
  • A filter
  • A list

Question 20

Question
Which menu provides options related to viewing, configuring, creating favorites, and saving form data?
Answer
  • Form Context Menu
  • Form Layout Menu
  • Form Personalization Menu
  • Form Column Menu

Question 21

Question
What allows users to see a time stamped history of all actions taken within a record?
Answer
  • Form History
  • Activity Stream
  • Favorites
  • Form Activity

Question 22

Question
Which field type displays records from another table?
Answer
  • Reference
  • Choice
  • String
  • Attachments

Question 23

Question
When using Form Designer, icons presented on each field include which of the following. Select 3 Answers from the below options.
Answer
  • Edit icon
  • Reference icon
  • Field icon
  • Remove icon
  • Handle icon

Question 24

Question
A field can be added to a table and form by accessing which part of the Form Designer interface?
Answer
  • Form Settings
  • Field Navigator
  • Form Views
  • Field Formatter

Question 25

Question
Different form templates can be applied to a form by accessing the:
Answer
  • Template creator
  • Template editor
  • Toggle template views
  • Template bar

Question 26

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

Question 27

Question
Which of the following are ways to collaborate with team members on Tasks? Select 4 Answers from the below options.
Answer
  • User presence
  • Additional comments
  • Activity stream
  • Connect chat
  • Comments

Question 28

Question
Which tab contains the Activity Stream for a task?
Answer
  • Conflicts
  • Notes
  • Related Records
  • Resolution Information

Question 29

Question
Which of the following best describes Tasks? Select 3 Answers from the below options.
Answer
  • Tasks lead to quicker resolution times
  • Tasks can only be performed once
  • Tasks are repeatable processes
  • Tasks minimize the possibility of human error

Question 30

Question
To see the notifications that are currently defined on the Now Platform, you can navigate to:
Answer
  • System Notification > Email > Notification
  • System Definitions > Notifications
  • System Notification > Definitions
  • Notifications > Email > System Notifications

Question 31

Question
When configuring an email notification, where can you choose field values from the record to include within the message?
Answer
  • Select fields pane
  • Select variables
  • Variables context menu
  • Plataform variables

Question 32

Question
Which three tabs are used to configure an email notification? Select 3 Answers from the below options.
Answer
  • What it will contain
  • When to send
  • Who will receive
  • Which email template
  • What the subject is

Question 33

Question
Which feature allows users to manage which notifications they receive about various activities occurring in the platform?
Answer
  • Now on Now
  • Subscriptions
  • Plataform Chat
  • ServiceNow Mobile

Question 34

Question
Where can users set their notification subscription preferences?
Answer
  • Notification settings
  • System settings
  • Subscription settings
  • Email settings

Question 35

Question
Notifications in the Now Platform occur through which of the following methods? Select 3 Answers from the below options.
Answer
  • Virtual Helper
  • Email
  • Meeting Invitation
  • SMS
  • Workplace Chat

Question 36

Question
Select the report visualization types that can be generated from a list of records. Select 2 Answers from the below options.
Answer
  • Pie chart
  • Bar chart
  • Single score
  • Line chart

Question 37

Question
Which phase of the Report designer lets you choose a color scheme for the report visualization?
Answer
  • Configure
  • Data
  • Type
  • Style

Question 38

Question
Which phase of the Report designer lets you define the Group by attribute?
Answer
  • Style
  • Type
  • Configure
  • Data

Question 39

Question
Which of the following are valid report sharing options? Select 5 Answers from the below options.
Answer
  • Add to homepage
  • Publish
  • Export to PDF
  • Add to dashboard
  • Clone
  • Schedule
  • Share

Question 40

Question
What is the recommended way to share a report?
Answer
  • Download as PDF
  • Email an attachment
  • Share the report
  • Publish to an instance URL

Question 41

Question
By default, a report is shared with:
Answer
  • All users and groups
  • All roles
  • Only groups that the report creator belongs to
  • The report creator only

Question 42

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

Question 43

Question
Which feature allows end users to post questions and answer other user questions?
Answer
  • Neighborhoods
  • Social FAQ
  • Social Q&A
  • Ask ServiceNow

Question 44

Question
What item in the Knowledge Management Service Portal displays articles that have the highest percentage of users marking them helpful?
Answer
  • Featured
  • Most Helpful
  • Most Useful
  • Most Viewed

Question 45

Question
What is the best way to share a knowledge article with another user?
Answer
  • A permalink
  • Sharing the keywords
  • Taking a screenshot
  • Copying and pasting the text

Question 46

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

Question 47

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

Question 48

Question
What are the two options to define the fulfillment process for a service catalog item?
Answer
  • Plan
  • Flow
  • Roadmap
  • Workflow

Question 49

Question
When using the Service Portal, how do end users typically access the service catalog?
Answer
  • Under System Status
  • Under Request Something
  • In the Knowledge Base
  • In the Community

Question 50

Question
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.
Answer
  • Catalog Items
  • Scripting functions
  • Catalogs
  • Categories
  • Business Rules

Question 51

Question
Where does the System Administrator navigate to edit a catalog item?
Answer
  • Maintain Items
  • Create Incident
  • Service Portal
  • Service Catalogs

Question 52

Question
From the end user's perspective, how are the products and services in the service catalog organized?
Answer
  • Tickets and Requests
  • Task and Subtasks
  • Incidents and Problems
  • Categories and Subcategories

Question 53

Question
Which of the following are Flow Designer triggers? Select 3 Answers from the below options.
Answer
  • Application-based
  • Record-based
  • Schedule-based
  • Role-based

Question 54

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

Question 55

Question
Which of the following are true regarding Flow Designer? Select 3 Answers from the below options.
Answer
  • Provides automation tools
  • Requires scripting experience
  • Integrates with third party systems
  • Saves time

Question 56

Question
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.
Answer
  • Translating languages
  • Answering FAQs
  • Performing diagnostics
  • Providing how-to information

Question 57

Question
The purpose of Virtual Agent is to help users do which of the following? Select 3 Answers from the below options.
Answer
  • perform common work taks
  • update financial records
  • obtain information
  • make decision

Question 58

Question
Which modules can you use to create a new table? Select 2 Answers from the below options.
Answer
  • Import Tables
  • Tables & Columns
  • Tables
  • Create New

Question 59

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

Question 60

Question
Which elevated role is required to modify access control rules?
Answer
  • acl_admin
  • admin
  • security_admin

Question 61

Question
What types of permissions can be configured in an access control rule? Select 3 Answers from the below options.
Answer
  • Users
  • Roles
  • Script that sets the 'answer' variable to true or false
  • Groups
  • Conditions

Question 62

Question
In what order are access controls evaluated?
Answer
  • 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)

Question 63

Question
Which tool is used to determine relationships between fields in an import set and an existing table?
Answer
  • Import Set
  • Coalesce
  • Transform Map
  • Target Table

Question 64

Question
Which option allows you to update existing Target Table records when importing data from an import set?
Answer
  • Transform
  • Mandatory
  • Coalesce
  • Unique

Question 65

Question
What is a CI? Select 3 Answers from the below options.
Answer
  • Tangible (e.g. hardware, software, servers) entities
  • Intangible (e.g. business services, email) entities
  • Configuration Management Database
  • Configuration Item
  • configuration_admin tole

Question 66

Question
What are the three key tables in the CMDB? Select 3 Answers from the below options.
Answer
  • CMDB Properties [cmdb_propeties]
  • Base Configuration Item [cmdb]
  • Configuration Item [cmdb_ci]
  • CI Relationship [cmdb_rel_ci]
  • CMDB Baseline [cmdb_baseline}

Question 67

Question
What represents multiple related request items grouped together as one request?
Answer
  • Catalog Item
  • Variable Set
  • Order Guide
  • Record Producer

Question 68

Question
What is created when an order is placed for a catalog item? Select 3 Answers from the below options.
Answer
  • A Variable
  • One or more Service Catalog Task (SCTASK) records
  • A Request (REQ) record
  • A Request Item (RITM) record
  • A Variable Set

Question 69

Question
Which of the following run scripts client-side? Select 2 Answers from the below options.
Answer
  • Business Rule
  • Script Include
  • UI Policy
  • Client Script

Question 70

Question
Which script runs when a record is displayed, inserted, updated, deleted, or when a table is queried?
Answer
  • Business Rule
  • Client Script
  • UI Policy

Question 71

Question
What do you configure to instruct fields how to behave on a form when a UI policy is triggered?
Answer
  • UI Actions
  • Client Script
  • Data Policy
  • UI Policy Action

Question 72

Question
What attributes of a field can a UI policy action change on a form? Select 3 Answers from the below options.
Answer
  • Visible /hidden
  • Mandatory
  • Prevent cell editing
  • Read-only
  • Change color

Question 73

Question
What is an update set?
Answer
  • 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

Question 74

Question
What are the steps for applying an update set to an instance? Select 3 Answers from the below options.
Answer
  • Copy
  • Retrieve
  • Preview
  • Delete
  • Commit

Question 75

Question
What types of records are not captured in an update set by default? Select 2 Answers from the below options.
Answer
  • Data records
  • Dashboards
  • Business Rules
  • Access Control rules
  • Homepages

Question 76

Question
Which ServiceNow product provides the ability to quickly integrate with 3rd party applications without scripting?
Answer
  • IntegrationHub
  • Visual Task Boards
  • Flow Designer
  • Service Portal

Question 77

Question
What ServiceNow feature can be used to begin the creation of an application?
Answer
  • Guided Application Creator
  • Configuration Management Database (CMDB)
  • IntegrationHub
  • System Dictionary

Question 78

Question
What protects applications by identifying and restricting access to available files and data?
Answer
  • Access Control
  • The admin Role
  • Scope
  • Delegated Deevlopment

Question 79

Question
What is granted to non-adminstrators in order for them to be able to develop applications.
Answer
  • The itil Role
  • Delegated Development
  • Access Control
  • The developer Role

Question 80

Question
In order to be used, an event record must be...
Answer
  • Catalogued
  • Registered
  • Published
  • Certified

Question 81

Question
What are events?
Answer
  • 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
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