Questions (65)

Which one of the following statements describes the contents of the Configuration Management Database (CMDB)?

• The CMDB contains ITIL process data pertaining to configuration items

• The CMDB contains data about tangible and intangible business assets

• The CMDB contains the Business Rules that direct the intangible, configurable assets used by a company

• The CMDB archives all Service Management PaaS equipment metadata and usage statistics

When using the Load Data and Transform Map process, what is the Mapping Assist used for?

• Mapping fields using the Import Log

• Mapping fields using a Field Map

• Mapping fields using an SLA

• Mapping fields using Transform History

Which module in the Service Catalog application is used to create a new catalog item?

• Catalog Items

• Configuration Items

• Maintain Items

• Content Items

When looking at a long list of records, you want to quickly filter, to show only those which have Short Description containing email. How might you do that?

• Click List Magnifier to expand column search, on Short Description, type email, click enter

• Click List Magnifier to expand column search, on Short Description, type %email, click enter

• Click List Magnifier to expand column search, on Short Description, type *email, click enter

• On Search box, select text, type email, click enter

What feature can track the amount of time that a task has been open, to ensure that tasks are completed within an allotted time?

• Task Escalation Clock

• Inactivity Monitor

• Response Time Clock

• Business Time Remaining

• Service Level Agreements

Which of the following concepts are associated with the ServiceNow CMDB? (Choose four.)

• Service Processes

• The Dependency View

• A Database

• Tables and Fields

• User Permissions

Which statement is true about business rules?

• A business rule monitors fields on a form

• A business rule must run before a database action occurs

• A business rule can be a piece of Javascript

• A business rule must not run before a database action occurs

Roles can inherit permissions from other roles. Which role inherits all of the permissions of the catalog role, and the user_criteria_admin role, plus has permissions to create Items and Services?

• Catalog Admin [catalog_admin]

• Catalog Author [sn_catalog_write]

• Item Admin [sn_item_admin]

• Sys Admin [sys_admin]

Which system property is added and set to true in order to see impersonation events in the System Log?

• glide.user_setting

• glide.sys.all_impersonation

• glide.sys.admin_login

• glide.sys.log_impersonation

• glide.impersonation_setting

When selecting the Target table for an import, which tables can you select? (Choose three.)

• Tables within the existing application scope

• Tables outside of ServiceNow

• Tables within the global scope

• Related tables, using Dot Walk

• Tables which allow write access to other applications

How is the ServiceNow platform set up so that Administrators can easily configure their instances to send an email at the end of an upgrade?

• Administrators can write a Business Rule to send out an email to the Administrator when an Update is complete.

• Administrators can write a Client Script to send out an email to the Administrator when an Update is complete.

• Administrators can update the email notification named "System Upgraded" in the Notifications module by adding the appropriate User to receive it.

• Administrators can update the email notification named "System Upgraded" in the System Logs module by adding the appropriate User to receive it.

Which ServiceNow capability provides assistance to help users obtain information, make decisions, and perform common work tasks via a messaging interface?

• Agent Workspace

• Virtual Agent

• Knowledge Chat

• Now Support

• Chat bot

Which module would you use to create a new automation of business logic such as approvals, tasks, and notifications?

• Process Automation > Flow Designer

• Process Automation > Workflow Editor

• Process Automation > Process Flow

• Process Automation > Active Flows

• Process Automation > Flow Administration

What are the functions of a journey template owner? (Choose three.)

• Add owners and approvers to journey configurations

• Change only the task templates that they own

• Maintain oversight of journey templates and approval flows

• Manage the order and flow of the journey stages and tasks

• Create task templates for their audience in a simple, user-friendly experience

What is generated from the Service Catalog once a user places an order for an item or service?

• An SLA

• An Order Guide

• A change request

• A request

What ServiceNow feature can be triggered by events, and is used to inform users about activities or updates in ServiceNow?

• Events

• Notifications

• Alerts

• Texts

• Emails

A manager wants to view a snapshot of month-end Sales performance data, as compared to Sales targets. In addition, the manager wants to be able to see those monthly numbers trended over time, and forecasted into the future. What capability do you suggest for this manager?

• Performance Analytics

• Key Performance Indicators

• Scheduled Reports, a custom snapshot table, and a Trend report

• Scheduled Reports and Excel

• Scheduled Reports, a custom snapshot table, and a Projection report

What resource can you use to view details of the tables and configuration items (CIs) associated with a particular use case?

• Scenario Dashboard

• Common Service Data Model (CSDM) product view

• CMDB Use Case Modeler

• CI Use Case Modeler

A Role is defined as what?

• A collection of permissions

• A set of access control rules

• A Persona in a workflow

• A set of user access policies

You have been asked to configure a form so an employee could order tablet and select the standard accessory options to purchase with it. These standard options are: carrying case, screen cleaner, tablet stand, and screen protector. What approach would you take? (Choose three.)

• Create a Record producer, and on the form, add a check box variable for each accessory option.

• Create Catalog Item for the tablet, and on the form, add a check box variable for each accessory option.

• Create one Catalog item for each: tablet, carrying case, screen cleaner, tablet stand, and screen protector.

• On Shopping Cart configuration, select option lo show the Add Accessories button.

• Create Catalog Item for the Tablet, and add a variable set to the form, for the accessory options.

As an IT employee what interface would you use, if you wanted to browse internal IT documentation, like troubleshooting scripts and FAQs?

• SharePoint

• Knowledge

• ServiceNow Wiki

• Knowledge Now

• Stack Overflow

What icon do you use to change the label on a Favorite?

• Clock

• Pencil

• Hamburger

• Triangle

• Three dots

• Star

Tables may be set up with Many to Many relationships. What is a classic example of a scenario where the tables would have many to many relationships?

• Vendors can sell multiple products; and products can be sold by multiple vendors.

• Requests can contain many Items; and Items can be any item from the catalog.

• A Configuration Item can belong to multiple Classes, and Classes can contain multiple Configuration Items.

• A Task can trigger many Workflows; and a Workflow can trigger many Tasks.

Which testing framework is used to test ServiceNow Applications?

• Automated Test Framework (ATF)

• Selenium

• Junit

• Test Driven Framework (TDF)

What is specified in an Access Control rule?

• Object and Operation being secured; Permissions required to access the object

• Groups, Conditional Expressions and Workflows

• security_admin

• Table Schema, CRUD, and User Authentication

What are three security modules often used by the System Administrator? (Choose three.)

• System Properties > Security

• Utilities > Migrate Security

• System Security > Security

• Self-Service > My Access

• System Security > High Security Settings

• Password Management > Security Questions

• System Security > Access Control (ACL)

What is the result of the order in which access controls are evaluated?

• Ensures user has access to the fields in a table, before considering their access to the table

• Ensures user has access to the application, before evaluating access to a module within the application

• Ensures user can get to work as quickly as possible

• Ensures user has access to a table, before evaluating access to a field in the table

Which of the following is used to initiate a flow?

• Core Action

• A spoke

• A Trigger

• An Event

Which module is used to access the knowledge bases which are available to you?

• Knowledge > Knowledge Bases

• Knowledge > All

• Self Service > Knowledge

• Knowledge > Home

• Knowledge > Overview

You are asked to create an option in the Service Catalog, which will allow a user to click Get Help and describe the issue they are having. These forms should create incident records, which are automatically routed to the Service Desk. Which method would you use?

• Create Content Item

• Create Order Guide

• Create Catalog Item

• Create Record Producer

On a filter condition, there is an element, which is based on the table, the user access rights, and columns on the table. What is this element called?

• Field

• Label

• Column

• Data Element

• Attribute

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.all

• incident.None

• incident.!

• incident.*

What are the options that can be set to determine when a Business Rule executes? (Choose four.)

• After

• Display

• Change

• Load

• Async

• Submit

• Click

• Before

Which admin role is required to make changes to High Security Settings?

• security_admin

• high_sec_admin

• sn_acl_admin

• admin

When you need to orchestrate business processes across services with little technical user knowledge, which utility would you use?

• Flow Designer

• Flow Manager

• Workflow Designer

• Workflow Editor

• Flow Editor

From the User menu, which actions can a user select? (Choose three.)

• Approve Records

• Impersonate Users

• Order from Service Catalog

• Log Out ServiceNow

• Elevate Roles

• Send Notifications

A user wants to create a set of filter conditions, where they want to show records which satisfy two conditions:
✑ Incidents where the state is Closed
✑ Incidents where Assignment Group is Network
After clicking the Funnel icon, what should the user do?

• Define the first condition; click AND button; define second condition; click Run

• Define the first condition; click AND button; define second condition; press enter

• Define the first condition; click OR button; define second condition; press enter

• Define the first condition; click > icon on breadcrumb, define second condition; click Run

• Define the first condition; click > icon on breadcrumb, define second condition; press enter

What does ServiceNow recommend as a best practice regarding data imports?

• Adjust your Transform maps, after the data is loaded into the target table.

• Use extremely large Import Sets, instead of multiple large Import Sets.

• Create a new Import set table for each new data load.

• Plan time before your import to remove obsolete or inaccurate data.

• Monitor data quality and clean imported data, using the Data Scrub Workspace.

What are examples of Core tables in the ServiceNow platform?

• User, Task, Incident

• Configuration, Connect, Chat

• Team, Party, Awards

• Work, Caller, Timecard

When importing data, what happens to imported rows, if no coalesce field is specified?

• All rows are rejected from the import, as coalesce field is required.

• All rows are treated as new records. No existing records are updated.

• Duplicate rows are rejected from the import.

• All rows are treated as new records, but errors will be flagged in the import log.

When impersonating a user for testing purposes, what is the best way to return the instance, logged in with your user account?

• Clear browser cache

• Turn your computer off and on again

• End Impersonation

• Log out and back in

What module would you use if you wanted to view a list of all of the fields on the Incident table? (Choose two.)

• Tables & Columns

• Dictionary

• Data Class Manager

• Dictionary Dashboard

• Database View

• Schema

Which role can manage multiple knowledge bases?

• knowledge_base_admin

• kb_admin

• sn_kb_admin

• knowledge_admin

What instance resource allows you to access guided tours, information about actions, and instructions on how to use inputs and outputs in your flow?

• Docs

• Community

• Help Panel (question mark icon)

• Wiki

What module do you use to access the reports that are available to you?

• Self-Service > My Reports

• Self-Service > My Dashboards

• Reports > View / Run

• Reports > Homepage

• Reports > Overview

What are benefits of assigning work tasks to a group, rather than to an individual? (Choose four.)

• Group members can choose their tasks from My Groups Work

• Groups can assign tasks to users based on on-call schedules

• Site support members can pick tasks, based on Location

• Groups can assign tasks to users based on skills

• Group members can avoid tasks, which are nearing SLA breach

• Groups can assign tasks to users based on availability

The Report Designer contains different sections for configuring your report. Which section is used to specify grouping and calculations to be run against the data?

• Style

• Group by

• Configure

• Format

• Data

What do you click when you have made modifications to your report, and you want to see the results without saving?

• Test

• Preview

• Run

• Try It

• Execute

Which component of a table contains a piece of data for one record?

• Factor

• Field

• Datapoint

• Element

• Item

What module enables an administrator to define destinations for imported data on any ServiceNow table?

• Field Transform

• Schema Map

• Transform Map

• Import Map

What section on a task record is used to see the most recent updates made to a record?

• Timeline

• Related List

• Activity Stream

• Audit Log

What process allows users to create, categorize, review, approve and browse important information in a centralized location that is shared by the entire organization?

• Self Service Management

• Knowledge Management

• Business Information Management

• Information Portal Management

• Knowledge-Centered Management

What is the name of the string that displays filter criteria?

• Breadcrumb

• Choice

• Menu

• Topic

When using Flow Designer, what is the Flow Execution initiated by?

• A flow logic

• An existing subflow

• An execution data pill

• A trigger

Which feature helps to automatically allocate a critical, high-priority, service request to the appropriate assignment group or team member?

• Assignment Rule

• User Policy

• Predictive Intelligence

• UI Policy

Which flow components allow you to specify when a flow should be run?

• Trigger and Condition Pill

• Condition and Table

• Trigger Criteria and Clock

• Trigger and Condition

• Scope and Trigger Condition

What tool is used to import data from various data sources, and map that data into ServiceNow tables?

• Transform Set

• Data Pack

• Update Set

• Import Set

What is a quick way to create a report from a list view?

• Click on filter breadcrumb, drag and drop on the Report > Create New module

• Click Funnel, define filter conditions, click Create Report

• Click Context Menu, select Create Report

• Apply filter, right click on column header, select Bar Chart

• Apply filter, right click on column header, select Create Report

You are showing your customer a new form that you have created for their new application. They would like to add a field to the form. Where could you do that?
(Choose two.)

• Select Fields and Columns module

• Right click on form header, select Configure > Form Layout

• Click on context menu, select Configure > Form Designer

• Select Field Class Manager module

A department manager asks an analyst to build some reports. Where do you recommend the analyst start?

• Report Dashboard > Create New

• Reports > Getting Started

• Performance Analytics > Reports

• Self-Service > Reports

• Reports > Create New

A customer has asked for the following updates to a form:
• Make Resolution code Mandatory, when state is changed to Resolved
• Hide Major Incident check box, unless logged in user has Major Incident Manager role

What type of rule(s) would you use to implement this requirement?

• Form Constraint

• UI Design

• Field Limiter

• UI Policy

• Dictionary Design

Knowledge Base Search results can be sorted by which of the following? (Choose three.)

• Most recent update

• Popularity

• Relevancy

• Manager assignment

• Number of views

While using the CMDB, what do you call the component that needs to be managed in order to deliver services?

• Configuration Item

• Asset

• Catalog Items

• Data Plow

• Service Offerings

A customer wants to be able to identify and track components of their infrastructure that support their eCommerce service. What ServiceNow products could support this requirement? (Choose three.)

• Asset Management

• Discovery

• Configuration Management (CMDB)

• Service Mapping

• Performance Analytics

If a user is on an Incident form and is alerted when they change the value of the Priority field, which type of script executes in the Platform?

• A business rule

• A fix script

• A client script

• A server script