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ServiceNow Certified System Administrator

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Question # 1

The Report Designer contains different section for configuring your report. Which section is used to specify the name of the report, and the table or data source for the report.

Options:

A.  

Properties

B.  

Data

C.  

Configure

D.  

Type

E.  

Sources

Discussion 0
Question # 2

You have heard about a new application released by SericeNow, You want to try it out, to-see if it might be useful for your company's ServiceNow implementation. What would be the best way to get hands-on experience with the new application?

Options:

A.  

Check the latest release notes at docs.servicenow.com.

B.  

Activate the application plug in, on your personal dev instance.

C.  

Search the wiki for the sales demo request form,

D.  

Activate the application plug in, on your company's production instance.

Discussion 0
Question # 3

On what part of the ServiceNow instance, would you find the option to Impersonate User?

Options:

A.  

Module

B.  

Content Frame

C.  

Application Navigator

D.  

Banner

Discussion 0
Question # 4

On a Business Rule, the When salting determines at what point the rule executes. What are the options for specifying that timing?

Options:

A.  

Insert, Update, Delete. Query

B.  

4G} Before, After, Async, Display

C.  

Prior to, Synchronous, on Update

D.  

Before, Synchronous, Scheduled Job, View

Discussion 0
Question # 5

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

Options:

A.  

Execute

B.  

Try ir

C.  

Run

D.  

Test

E.  

Preview

Discussion 0
Question # 6

In Flow Designer, where is the data from an action stored so it can be used in subsequent actions in the flow?

Options:

A.  

Field Icon

B.  

Field Value

C.  

Data Pill

D.  

Data Element

E.  

Data Trigger

Discussion 0
Question # 7

What is used to determine user access to knowledge bases or a knowledge article?

Options:

A.  

sn_kb_read, sn_article_read

B.  

Privacy Settings

C.  

Read Access Flag

D.  

User Criteria

Discussion 0
Question # 8

A form displays information about one record at the top, for example a User, Additional records, which are associated with that

User, are displayed on tabs at the bottom of the form. What are those tabs called?

Options:

A.  

Additional Info

B.  

More Info

C.  

Related Links

D.  

Related Lists

Discussion 0
Question # 9

Which feature enables business process owners to organize Flow Designer content into unified and digitized cross-enterprise processes via a digitized task board Interface?

Options:

A.  

Flow Designer

B.  

Process Automation Designer

C.  

Process Workflow Designer

D.  

Workflow Editor

Discussion 0
Question # 10

On a filter condition, which component is always a choice list?

Options:

A.  

Operator

B.  

Filter Criteria

C.  

Operation

D.  

Match Criteria

Discussion 0
Question # 11

One related list, which buttons are commonly used for managing the records on the list?

Choose 3 answers

Options:

A.  

Publish

B.  

New

C.  

Ada

D.  

Manage

E.  

Edit

Discussion 0
Question # 12

How would you define an Access Control, to allow a user with iti role to have permission to create incident records?

Options:

A.  

Name: incident”; Permission: write; Role: itil

B.  

Name: incident Any, Operation: write, Permission: itil

C.  

Name: incident.*; Operation: write; Permission: itil

D.  

Name: incident None, Permission: create: Role: itil

E.  

Name: incident. None; Operation: create; Role: itil

Discussion 0
Question # 13

Which framework can automatically populate values for the priority and Category field based on the Short description field value?

Options:

A.  

UI Policy

B.  

Assignment Rule

C.  

Action

D.  

Predictive intelligence

E.  

CSDM

Discussion 0
Question # 14

Here is an example of the criteria set for a knowledge base:

* Companies: ACME North America

* Department: HR

* Groups: ACME Manager

* Match All: Yes

In this example, what users would have access to this knowledge base?

Options:

A.  

Members of the ACME manager group, who are also members of HR Department and part of the ACME North America

B.  

Employees of ACME North America, who are members of HR Department or the ACME Manager group

C.  

Users which are members of either ACME North America, or HR Department, or ACME Manager Group

D.  

Member of the ACME Manager group, and HR department, regardless of geography

Discussion 0
Question # 15

What table acts as a staging area for records imported from a data source?

Options:

A.  

Transform Table

B.  

Staging Table

C.  

Import Set Row Table

D.  

Temp Table

Discussion 0
Question # 16

An IT user calls the service desk because they need to work on task records. All they can see is Self Service on their homepage when they login to the

ServiceNow instance. What issue could explain this?

Choose 2 answers

Options:

A.  

Their user account failed LDAP authentication

B.  

Their user account is not logged in properly

C.  

Their user account was not approved by their manager

D.  

Their user account does not have itil role

E.  

Their user account does not belong to any groups, which contain the itil role

Discussion 0
Question # 17

A subject matter expert routinely receives tasks which have been worked by first 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?

Options:

A.  

Click Context menu > Work Notes View

B.  

Click Personalize icon and select Activity Stream

C.  

Right click form header > Form Layout > Add Work Notes Section

D.  

Click Funnel icon and select only work notes

E.  

Click Context menu > History

Discussion 0
Question # 18

Configuration will not affect what others see on their forms.

Options:

A.  

True

B.  

False

Discussion 0
Question # 19

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?

Options:

A.  

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

B.  

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

C.  

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

D.  

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

Discussion 0
Question # 20

What is the function of user impersonation?

Options:

A.  

Testing and visibility

B.  

Activate verbose logging

C.  

View custom perspectives

D.  

Unlock Application master list

Discussion 0
Question # 21

Create Incident, Password Reset, and Report outage: what do these services in the Service Catalog have in common?

Options:

A.  

They direct the user to a record producer

B.  

They direct the user to a catalog property

C.  

They direct the user to a catalog UI policy

D.  

They direct the user to a catalog client script

Discussion 0
Question # 22

ServiceNow is a single-instance, multiple tenant architecture?

Options:

A.  

True

B.  

False

Discussion 0
Question # 23

What is a formatter? Select one of the following.

Options:

A.  

A formatter allows you to configure applications on your instance

B.  

A formatter is a form element used to display information that is not a field in the record

C.  

A formatter allows you to populate fields automatically

D.  

A formatter is a set of conditions applied to a table to help find and work with data

Discussion 0
Question # 24

Which three Variable Types can be added to a Service Catalog Item?

Options:

A.  

True/False, Multiple Choice, and Ordered

B.  

True/False, Checkbox, and Number List

C.  

Number List, Single Line Text, and Reference

D.  

Multiple Choice, Select Box, and Checkbox

Discussion 0
Question # 25

Which statement is true about business rules?

Options:

A.  

A business rule must run before a database action occurs

B.  

A business rule can be a piece of Javascript

C.  

A business rule must not run before a database action occurs

D.  

A business rule monitors fields on a form

Discussion 0
Question # 26

Which of the following allows a user to edit field values in a list without opening the form?

Options:

A.  

Data Editor

B.  

Edit Menu

C.  

List Editor

D.  

Form Designer

Discussion 0
Question # 27

Which one of the following statements is true about Column Context Menus?

Options:

A.  

It displays actions such as creating quick reports, configuring the list, and exporting data

B.  

It displays actions related to filtering options, assigning tags, and search

C.  

It displays actions related to viewing and filtering the entire list

D.  

It displays actions such as view form, view related task, and add relationship

Discussion 0
Question # 28

What module in the Service Catalog application does an Administrator access to begin creating a new item?

Options:

A.  

Maintain Categories

B.  

Maintain Items

C.  

Content Items

D.  

Items

Discussion 0
Question # 29

What is a Dictionary Override?

Options:

A.  

A Dictionary Override is an incoming customer update in an Update Set which applies to the same objects as a newer local customer update

B.  

A Dictionary Override is the addition, modification, or removal of anything that could have an effect on IT services

C.  

A Dictionary Override is a task within a workflow that requests an action before the workflow can continue

D.  

A Dictionary Override sets field properties in extended tables

Discussion 0
Question # 30

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

Options:

A.  

The CMDB contains data about tangible and intangible business assets

B.  

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

C.  

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

D.  

The CMDB contains ITIL process data pertaining to configuration items

Discussion 0
Question # 31

Data Policy can enforce mandatory data on import.

Options:

A.  

True

B.  

False

Discussion 0
Question # 32

What are the two pathways to view feedback left on a published article?

Options:

A.  

Knowledge > articles > My Flagged

B.  

Knowledge base > my knowledge > flagged articles

C.  

Knowledge > My articles > Flagged

D.  

Knowledge > articles > published

Discussion 0
Question # 33

What information does the System Dictionary contain?

Options:

A.  

The human-readable labels and language settings

B.  

The definition for each table and column

C.  

The information on how tables relate to each other

D.  

The language dictionary used for spell checking

Discussion 0
Question # 34

What are the 6 methods available for user authentication?

Options:

A.  

Local Database: The user name and password in their user record in the instance database.

B.  

Multifactor: The user name and password in the database and passcode sent to the user's mobile device that has Google Authenticator installed

C.  

LDAP: The user name and password are accessed via LDAP in the corporate directory, which has a matching user account in the database.

D.  

SAML 2.0: The user name and password configured in a SAML identity provider account, which has a matching user account in the database.

E.  

OAuth 2.0: The user name and password of OAuth identity provider, which has a matching user account in the database.

F.  

Digest Token: An encrypted digest of the user name and password in the user record.

Discussion 0
Question # 35

Each knowledge bases can have unique lifecycle workflows, user criteria, category structures, and management assignments.

Options:

A.  

True

B.  

False

Discussion 0
Question # 36

Which would NOT appear in the History section of the Application Navigator?

Options:

A.  

Records

B.  

UI Pages

C.  

Lists

D.  

Forms

Discussion 0
Question # 37

What is a no-code approach to control the mandatory or read-only state of a form field?

Options:

A.  

UI Action

B.  

Client Script

C.  

UI Script

D.  

UI RuIe

E.  

UI Policy

Discussion 0
Question # 38

Which tool is used for creating dependencies between configuration items in the CMDB?

Options:

A.  

CI Relationship Editor

B.  

CMDB Builder

C.  

CI Service Manager

D.  

Cl Class Manager

Discussion 0
Question # 39

When moving multiple update sets at one time, what might you do to facilitate the move?

Options:

A.  

Batch

B.  

Verify

C.  

Test

D.  

Preview

Discussion 0
Question # 40

When using the Performance Analytics application in the Now Platform, what kind of KPI signals are used to make decisions that statistically support long term workflow stability?

Options:

A.  

Long-term signals

B.  

Non-signals

C.  

Anti-signals

D.  

Stability signals

Discussion 0
Question # 41

Your company is giving all first line workers a special T-shirt as a recognition for their hard work. Management team wants a way for employees to order the T-shirt, with the ability to specify the preferred size and color. How would you ensure that only first line workers (non-managers) can submit the order?

Options:

A.  

Create Record Producer and use the Available For list to specify First Line [sn_first_line] role

B.  

Create Catalog Item and use the Not Available list to specify the Manager Group

C.  

Create Catalog Item and use the Available For list to specify ITIL [itil] role

D.  

Create Order Guide and use the User Criteria list to specify First Line [sn_first_line] role

Discussion 0
Question # 42

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

Options:

A.  

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

B.  

Click Funnel, define filter conditions, click Create Report

C.  

Click Context Menu, select Create Report

D.  

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

E.  

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

Discussion 0
Question # 43

Group records are stored in which table?

Options:

A.  

Group [sn_user_group]

B.  

Group [sys_user_group]

C.  

Group [s_sys_group]

D.  

Group [u_sys_group]

Discussion 0
Question # 44

What is the primary application used to load data into ServiceNow?

Options:

A.  

Service Level Management

B.  

Configuration

C.  

System Import Sets

D.  

System Update Sets

Discussion 0
Question # 45

Which ServiceNow resource is a framework that ensures the data your ServiceNow application requires maps correctly to the appropriate CMDB tables?

Options:

A.  

Common Service Data Model (CSDM)

B.  

Service Mapping Utility (SMU)

C.  

Service Schema Map (SSM)

D.  

CMDB Class Manager (CMDBCM)

E.  

CI Class Manager (CICM)

Discussion 0
Question # 46

What is a key difference between Reporting and Performance Analytics?

Options:

A.  

Performance Analytics contains snapshots of data taken over time; Reporting shows only the data as it is, at the moment the report is run.

B.  

Performance Analytics can show trends; Reports cannot.

C.  

Reports can be run on a scheduled basis; Performance Analytics cannot.

D.  

Performance Analytics data can be published to Dashboards; Reports cannot.

E.  

Performance Analytics shows KPIs; Reporting does not.

Discussion 0
Question # 47

Which certificate-based authentication methods can be enabled so that users can log into the Service Portal? (Select all that apply) Select 2 Answers from the below options

Options:

A.  

Extended Validation Access (EVA)

B.  

Organization Verification Card (OVC)

C.  

Common Access Card (CAC)

D.  

Domain Authentication Card (DAC)

E.  

Personal Identify Verification (PIV)

Discussion 0
Question # 48

What controls the publishing and retiring process for knowledge articles?

Options:

A.  

Approval Policies

B.  

Approval Definitions

C.  

Workflow Designer

D.  

Workflows

E.  

State Lifecycle

Discussion 0
Question # 49

When creating a global custom table named “abc”, what is the table name that is automatically assigned by the platform?

Options:

A.  

snc_abc

B.  

abc

C.  

u_abc

D.  

sys_abc

Discussion 0
Question # 50

While showing a customer their incident form, they ask to change the Priority values to display their internal terminology P1, P2, P3, P4. They want it to be consistent across all Tasks. How would you do that?

Right click on Priority and select what?

Options:

A.  

Configure Lists

B.  

Show Options

C.  

Configure Task

D.  

Show Choices

E.  

Show Choice List

F.  

Configure Options

Discussion 0
Question # 51

Which plugin needs to be activated in order to translate the content of a catalog item to multiple languages?

Options:

A.  

Localization Framework plugin

(com.glide.localization_framework)

B.  

Translation Framework plugin (com.glide.translation_framework)

C.  

Multiple Language Framework plugin (com.glide.multiple.language_framework)

D.  

Language Al Framework plugin (com .g I id e. language.ai _framework)

Discussion 0
Question # 52

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

Options:

A.  

Process Automation > Flow Designer

B.  

Process Automation > Flow Administration

C.  

Process Automation > Workflow Editor

D.  

Process Automation > Process Flow

E.  

Process Automation > Active Flows

Discussion 0
Question # 53

How do you make a list filter available to everyone?

Options:

A.  

Make active, set visibility, and save

B.  

Assign a name, set visibility, and save

C.  

Assign a group, set visibility, and save

D.  

Make active, assign a name, and save

Discussion 0
Question # 54

What is an Event in ServiceNow?

Options:

A.  

An Event is a trigger that has a direct response in the platform

B.  

An Event is an indication to the ServiceNow processes that something has occurred

C.  

An Event is an indicator that a Priority 1 (P1) Incident has been logged

D.  

An Event is a recognized, scheduled occurrence of a process

Discussion 0
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