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1. Which tab on the knowledge base record, would you use to identify the sets of users who are able to read articles in that knowledge base?

Access List

Can Access

Accessible to

Can Read

2. Which field (or fields) is used as a unique key during imports?

Match Fields

Coalesce Fields

Key Fields

Sys IDs

3. Where can Admins check which release is running on an ServiceNow instance?

Memory Stats module

Stats module

System.upgraded table

Transactions log

4. What feature do you use to specify which users are able to access a Service Catalog Item?

Can Read Role

Catalog User Role

Can Order Tab

User Criteria

5. Which one statement correctly describes Access Control rule evaluation?

Rules are evaluated using roles. The role with the most permissions evaluates the rules first

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 rules must be true before an operation is allowed

Rules are evaluated from the general to the specific, so a table rule must be active to continue

6. Buttons, form links, and context menu items are all examples of what type of functionality?

Business Rule

UI Action

Client Script

UI Policy

7. What is a formatter? Select one of the following.

A formatter allows you to configure applications on your instance

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

A formatter allows you to populate fields automatically

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

8. The 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 Order field in the Variable form

The Choice field in the Variable form

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

Factor

Field

Datapoint

Element

Item

10. Tables are made up of which of the following?

records

lists

forms.

fields

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11. Reports can be created from which different places in the platform? (Choose two.)

List column heading

Metrics module

Statistics module

View / Run module

12. 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 > Flow Administration

Process Automation > Workflow Editor

Process Automation > Process Flow

Process Automation > Active Flows

13. Which tool is used to have conversations with logged-in users in real-time?

Connect Chat

Now Messenger

User Presence

Comments

14. ServiceNow contains a resource which provides the following:

A standard and shared set of service related definitions across ServiceNow products and platform that will enable and support true service level reporting.

A CMDB framework across our products and platform that will enable and support multiple configuration strategies.

What resource do these statements describe?

Common Services Data Model (CSDM)

Information Technology Service Management (ITSM)

Configuration Management Database (CMDB)

Information Technology Infrastructure Library (ITIL)

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

Common Service Data Model (CSDM)

Service Mapping Utility (SMU)

Service Schema Map (SSM)

CMDB Class Manager (CMDBCM)

CI Class Manager (CICM)

16. What is the purpose of the Event Registry?

The Event Registry lists all Events that have successfully completed within a 24-hour period

The Event Registry is a list of all Events that originate through an integration

The Event Registry is a module that provides Event definitions

The Event Registry is a list of all Events that have successfully completed after being Invoked by a script

17. Which of the following protects applications by identifying and restricting access to available files and data?

Application Configuration

Verbose Log

Access Control Rules

Application Scope

18. As it relates to ServiceNow reporting, which of the following statements describes what a metric can do?

A metric is a report gauge used on homepages to display real-time data

A metric is a time measurement used to report the effectiveness of workflows and SLAs

A metric is used to measure and evaluate the effectiveness of IT service management processes

A metric is a comparative measurement used to report the effectiveness of workflows and SLAs.

19. Which one of the following modules can be used to view field settings for a table?

Tables & Columns

Access Control

Columns and Fields

Tables and Fields

20. What is the purpose of flagging an article in a knowledge base?

To mark an article to read later.

Allow a user to submit feedback about an article

Reporting an error

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21. Table Access Control rules are processed in the following order:

any table name (wildcard), parent table name, table name

table name, parent table name, any table name (wildcard)

parent table name, table name, any table name (wildcard)

any table name (wildcard), table name, parent table name

22. A group is stored in which table?

Group[user group]

Group[sys_user]

Group[sys_user_group]

Group[sys_user_group_profile]

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

Scenario Dashboard

CI Use Case Modeler

CMDB Use Case Modeler

Common Service Data Model (CSDM) product view

24. After finishing your work on High Security Settings, what do you do to return to normal admin security levels?

Select Normal role

Log out and back in

Use System Administration > Normal Security module

Select Global Update Set

End Impersonation

25. Which of the following is used to initiate a flow?

A Trigger

Core Action

A spoke

An Event

26. When a user reports that they are not able to see modules on the application navigator, what can you do, to see what modules are visible to them?

Look up their password, so you can login with their account

Initiate a Connect Chat session

Install the Bomgar plug-in

Impersonate the user

Launch a NowChat window

27. What field contains a record’s 32-character, unique identifier?

sn_rec_id

rec_id

u_id

sys_id

sn_gu_id

sn_sys_id

28. What ServiceNow feature allows you to include data from a secondary related table on a report?

SQL

Dot Walking

Outer Join

Joins

29. CORRECT TEXT

FILL IN THE BLANK

_______________ is a computer program running as a service; a physical computer dedicated to running one or more services, or a system running a database.

30. Which statement correctly describes the differences between a Client Script and a Business Rule?

A Client Script executes before a record is loaded and a Business Rule executes after a record is loaded

A Client Script executes on the server and a Business Rule executes on the client

A Client Script executes on the client and a Business Rule executes on the

A Client Script executes before a record is loaded and a Business Rule executes after a record is updated

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31. User records are stored in which table?

User [sys_user]

User [sn_user]

User [u_sys_user]

User [s_user]

32. What is a sys_id?

Unique 32-character identifier that is assigned to every record

A client-side Business Rule

A server-side Business Rule

Unique 64-character identifier that is assigned to every record

33. What is specified in an Access Control rule?

Groups, Conditional Expressions and Workflows

Table Schema, CRUD, and User Authentication

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

security_admin

34. What is the Import Set Table?

A table where data will be placed, post-transformation

A table that determines relationships

A staging area for imported records

A repository for Update Set information

35. Record numbers have to be manually incremented

True

False

36. Which icon would you double click, to expand and collapse the list of all Applications and Modules?

Star

Clock

Application

Funnel

37. What is the platform name for the User table?

u_users

sys_users

x_users

sys_user

38. 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

Service Level Agreements

Inactivity Monitor

Response Time Clock

Business Time Remaining

39. What are the steps for applying an update set to an instance?

Retrieve, Preview, Commit

Specify, Transform, Apply

Retrieve, Assess, Apply

Get, Test, Push

Pull, Review, Push

40. Which one of the following is an accurate list of changes that are captured in an Update Set?

Changes made to tables, forms, schedules, and client scripts

Changes made to tables, forms, views, and fields

Changes made to: tables, forms. Business Rules, and data records

Changes made to: tables. forms groups, and configuration items (Cls)

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41. Which of the following is true of Service Catalog Items in relation to the Service Catalog?

They run behind the scenes.

They are the building blocks.

They are optional.

They provide options.

42. What is the best practice related to using the Default Update Set for moving customizations between instances?

Merge Default update sets before moving between instances

Submit Default update set to application repository

You should not use the Default Update sets for moving between instances

Keep Default update set to maximum of 20 records, for troubleshooting purposes

43. Which one of the following statements is a recommendation from ServiceNow about Update Sets?

Avoid using the Default Update set as an Update Set for moving customizations from instance to instance

Before moving customizations from instance to instance with Update Sets, ensure that both instances are different versions

Use the Baseline Update Set to store the contents of items after they are changed the first time

Once an Update Set is closed as “Complete”, change it back to “In Progress” until it is applied to another instance

44. 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 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)

Event Log is the same as the Event Registry

45. What are two ways to generate an Event? (Choose two.)

Business Rule

Workflow

Log entry

Knowledge article publication

46. Which ServiceNow capability allows you to provide knowledge articles, via a conversational messaging interface?

Agent Assist

Virtual Agent

Now Messenger

Connect Agent

47. An IT manager is responsible for the Network and Hardware assignment groups, each group contains 5 team members. These team members are working on many tasks, but the manager cannot see any tasks on the Service Desk > My Groups Work list.

What could explain this?

The Service Desk > My Groups Work list shows active work tasks that are not yet assigned.

The manager does not have the itil role.

The manager is not a member of the Service Desk group.

The manager is not a member of the Network and Hardware groups.

The Assignment Group manager field is empty.

48. Access Control rules are applied to a specific table, like the Incident table.

What is the object name for a rule that is specific to the Incident table and the Major Incident field?

Incident.Major_Incident

incident=>major_incident

incident<=>major_incident

incident||major_incident

incident.major_incident

49. Which term best describes something that is created, has worked performed upon it, and is eventually moved to a state of closed?

report

workflow

event

task

50. Which of the following are a type of client scripts supported in ServiceNow? (Choose four.)

onSubmit

onUpdate

onCellEdit

onLoad

onEdit

onChange

onSave

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51. What do you need to do before you can use an Application-based trigger in your flow?

Activate application trigger spoke

Activate trigger security rules

Activate application spoke, and plug-ins as needed

Assign Application trigger role [sn_app_trigger_write] to SME

Activate application plugins only

52. Which of the following statement describes the purpose of an Order Guide?

Order Guides restrict the number of items in an order to only one item per request

Order Guide provide a list of guidelines for Administrators on how to set up item variables

Order Guide provide the ability to order multiple, related items as one request

Order Guides take the user directly to the checkout without prompting for information

53. Which of the following are not included in an Update Set, by default? (Choose four.)

Homepages

Data

Published Workflows

Business Rules

Schedules

Database changes

Related Lists

Report Definitions

Scheduled Jobs

Client Scripts

Views

54. Which one of the following statements describes the purpose of a Service Catalog workflow?

A Service Catalog workflow generates three basic components: item variable types, tasks, and approvals

Although a Service Catalog workflow cannot send notifications, the workflow drives complex fulfillment processes

A Service Catalog workflow is used to drive complex fulfillment processes and sends notifications to defined users or groups

A Service Catalog workflow generates three basic components: item variable types, tasks, and notifications

55. What are the main components of the Form Design interface? (Choose three.)

Field Layout

Page Header

Field Navigator

Field Picker

Form Layout

56. 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 > Access Control (ACL)

Password Management > Security Questions

System Security > High Security Settings

57. What are advantages of using Flow Designer? (Choose three.)

Supports advanced developers

Enables complicated scripting

Reduces technical debt

Less manual scripting

Smooth integration with 3rd party systems

58. What information does the System Dictionary contain?

The human-readable labels and language settings

The definition for each table and column

The information on how tables relate to each other

The language dictionary used for spell checking

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

A change request

An Order Guide

A request

An SLA

60. Which of the following statements is true when a new table is created by extending another table?

The new table archives the parent table and assumed its roles in the database

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

The new table inherits all of the fields, but does not inherit Access Control rules, Client Scripts, and UI Policies of the parent table

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

CI Relationship Editor

CMDB Builder

CI Service Manager

Cl Class Manager

62. What displays a set of records from a table?

View

Dashboard

Panel

List

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

Maintain Categories

Maintain Items

Content Items

Items

64. Which tool graphically displays an infrastructure view for a configuration item (CI) and its relationship with other CIs?

Schema Map

Dependency View

Dependency Map

Database View

65. Which configuration allows you to use a script to coalesce data in Import Sets?

Multiple-field coalesce

No coalesce

Conditional coalesce

Single-field coalesce

66. What is a role in ServiceNow?

A role is one record m the Role [sys_user_role] table

A role is one record in the Role Iuser_sys_role] table

A role is a persona used In Live Feed Chat

A role Is a set of modules for a particular application

67. What are examples of Core tables in the ServiceNow platform?

Configuration, Connect, Chat

Team, Party, Awards

User, Task, Incident

Work, Caller, Timecard

68. What is the most common role that has access to almost all platform features, functions, and data?

Security Admin [security_admin]

Sys Admin [sys_admin]

Admin [sn_admin]

System Administrator [admin]

Base Admin [base_admin]

69. What is a characteristic of importing data into ServiceNow?

An existing Transform Map can be used one time 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 multiple times on the same import set

70. Which tool is used to define relationships between fields in an import set table and a target table?

Transform Schema

Schema Map

Dictionary Map

Transform Map

Field Transformer

Import Designer

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71. 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

72. ServiceNow is a single-instance, multiple tenant architecture?

True

False

73. What is the name of the conversational bot platform that provides assistance to help users obtain information, make decisions, and perform common tasks?

Answer Agent

live Feed

Virtual Agent

Connect Chat

74. 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

75. What is the difference between a UI Policy and Data Policy?

Data Policies run when data is entered through the form, by an Import Set, or by web services, while UI Policies are set only by web services

Data Policies can be converted into UI Policies, but UI Policies cannot be converted into Data Policies

Data Policies run regardless of how data is entered into ServiceNow, while UI Policies are used for form interactions

Data Policies run only after UI Policies run successfully

76. What attributes can you manage, using System Properties > Basic Configuration UI16? (Choose five.)

Browser tab title

Module text color

Preferred browser

Base theme

Font style

Animation style

Header background color

Banner Image

77. 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?

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

Scheduled Reports and Excel

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

Performance Analytics

Key Performance Indicators

78. What is a schema map?

A schema map enables administrators to define records from specific tables as trouble sources for Configuration Items

A schema map graphically organizes the visual task boards for the CMDB

A schema map graphically displays the Configuration Items that support a business service

A schema map displays the details of tables and their relationships in a visual manner, allowing administrators to view and easily access different parts of the database schema

79. What are the four knowledge workflows available in the ServiceNow base instance?

Approval publish: Request approval from a manager of the knowledge base before moving the article it the publish state

Instant Publish: Immediately publishes a draft article without requiring an approval

Instant Retire: Immediately retires a published article without requiring an approval

Retire Knowledge: Moves a knowledge article to the retired state.

80. UI Action can prompt that an Incident has been successfully submitted.

True

False