ServiceNow Certified System Administrator

ServiceNow CSA
Total Questions: 192

https://dumpsarena.com

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QUESTION NO: 1

When searching using the App Navigator search field, what can be returned? (Choose four.)

A. Names of Applications and Modules

B. Names of Modules

C. Names of Applications

D. Favorites

E. History Records

F. Titles of Dashboard Gauges

ANSWER: A B C D

QUESTION NO: 2

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?

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

B. Scheduled Reports and Excel

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

D. Performance Analytics

E. Key Performance Indicators

ANSWER: D

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-now-intelligence/page/use/performance-
analytics/concept/c_ForecastingData.html

QUESTION NO: 3

Which of the following statements describes how data is organized in a table?

A. A column is a field in the database and a record is one user

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B. A column is one field and a record is one row

C. A column is one field and a record is one column

D. A column contains data from one user and a record is one set of fields

ANSWER: A

QUESTION NO: 4

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

A. Tables & Columns

B. Dictionary

C. Data Class Manager

D. Dictionary Dashboard

E. Database View

F. Schema

ANSWER: A F

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/table-
administration/concept/c_TableAdministration.html

QUESTION NO: 5

What do you call any component that needs to be managed in order to deliver services?

A. CSDM Items

B. CMDB

C. Configuration item

D. Service Offerings

E. Asset

ANSWER: C

Explanation:

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Reference: https://infocenter.io/servicenow-cmdb-implementation/

QUESTION NO: 6

What needs to be specified, when creating a Business Rule? (Choose four.)

A. UI action

B. Table

C. Fields to update

D. Who can run

E. Script to run

F. Application scope

G. Update set

H. Timing

I. Condition to evaluate

ANSWER: A B E F

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/list-
administration/task/t_EditingAUIAction.html

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QUESTION NO: 7

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

A. Merge Default update sets before moving between instances

B. Submit Default update set to application repository

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

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

ANSWER: B

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-application-development/page/build/system-update-
sets/reference/default-update-sets.html

QUESTION NO: 8

What are the components that make up a filter condition? (Choose three.)

A. Operator

B. Match Criteria

C. Value

D. Column

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E. Field

ANSWER: A C E

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-user-interface/page/use/using-lists/concept/c_Filters.html

QUESTION NO: 9

What import utility do you use when the field names on the import set match the name of the fields on the Target table?

A. Schema Mapping

B. Automatic Mapping

C. Mapping Assist

D. Mapping Dashboard

ANSWER: B

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-administration/page/script/server-
scripting/concept/c_MappingOptions.html

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QUESTION NO: 10

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

A. Before, After, Async, Display

B. Prior to, Synchronous, on Update

C. Insert, Update, Delete, Query

D. Before, Synchronous, Scheduled Job, View

ANSWER: A

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-application-development/page/script/business-
rules/reference/r_HowBusinessRulesWork.html

QUESTION NO: 11

What function do you use to add buttons, links, and context menu items on forms and lists?

A. UI Policies

B. UI Settings

C. UI Actions

D. UI Config

ANSWER: C

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/list-
administration/concept/c_UIActions.html

QUESTION NO: 12

What type of field is Boolean and appears as a check box?

A. Yes/No

B. True/False

C. On/Off

D. Binary

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E. 0/1

ANSWER: B

Explanation:

Reference:
https://community.servicenow.com/community?id=community_question&sys_id=d195d21adbd6d414a08a1ea668961993

QUESTION NO: 13

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

A. Application Configuration

B. Verbose Log

C. Access Control Rules

D. Application Scope

ANSWER: D

QUESTION NO: 14

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

A. Can Read Role

B. Catalog User Role

C. Can Order Tab

D. User Criteria

ANSWER: D

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/service-catalog-
management/task/t_AppUserCritItemsCat.html

QUESTION NO: 15

On the Reports page, what sections allow you to see which reports are visible to different audiences? (Choose four.)

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A. Group

B. Department

C. My reports

D. Team

E. Dashboards

F. Global

G. Admin

H. Analytics

I. All

J. Company

ANSWER: A E F G

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-now-intelligence/page/use/reporting/task/t_ShareASetting.html

QUESTION NO: 16

Which of the following steps can be used to import new data into ServiceNow from a spreadsheet?

A. Select Data Source, Schedule Transform

B. Load Data, Create Transform Map, Run Transform

C. Define Data Source, Select Transform Map, Run Transform

D. Select Import Set, Select Transform Map, Run Transform

ANSWER: D

QUESTION NO: 17

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

A. 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

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

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

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D. Data Policies run only after UI Policies run successfully

ANSWER: C

QUESTION NO: 18

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

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

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

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

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

ANSWER: C

QUESTION NO: 19

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

A. Business Rule

B. Workflow

C. Log entry

D. Knowledge article publication

ANSWER: A B

QUESTION NO: 20

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

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

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ANSWER: A

QUESTION NO: 21

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

A. Agent Workspace

B. Chat bot

C. Virtual Agent

D. Knowledge Chat

E. Now Support

ANSWER: C

QUESTION NO: 22

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

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

B. Ensures user can get to work as quickly as possible

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

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

ANSWER: A

Explanation:

Reference: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0541355

QUESTION NO: 23

Which features allow you to update multiple records at one time? (Choose two.)

A. List Editor

B. Field Update Action

C. Bulk Record Update

D. Data Remediation Dashboard

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E. Update Selected Action

ANSWER: A B

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-user-interface/page/use/using-
lists/task/t_EditMultRecUsingListEditor.html

QUESTION NO: 24

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

A. Flow Manager

B. Flow Designer

C. Flow Editor

D. Workflow Editor

E. Workflow Designer

ANSWER: C

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/orchestration/reference/r-
orchestration-introduction.html

QUESTION NO: 25

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

A. Module

B. Content Frame

C. Application Navigator

D. Banner

ANSWER: D

Explanation:

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Reference: https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/users-and-
groups/concept/c_ImpersonateAUser.html

QUESTION NO: 26

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

A. Most recent update

B. Popularity

C. Relevancy

D. Manager assignment

E. Number of views

ANSWER: A C E

QUESTION NO: 27

Which technique is used to get information from a series of referenced fields from different tables?

A. Table-Walking

B. Sys_ID Pulling

C. Dot-Walking

D. Record-Hopping

ANSWER: C

QUESTION NO: 28

A knowledge article must be which of the following states to display to a user?

A. Published

B. Drafted

C. Retired

D. Reviewed

ANSWER: A

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QUESTION NO: 29

What is specified in an Access Control rule?

A. Groups, Conditional Expressions and Workflows

B. Table Schema, CRUD, and User Authentication

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

D. security_admin

ANSWER: C

Explanation:

Reference: https://www.servicenowelite.com/blog/2019/10/2/access-
controls#:~:text=An%20instance%20uses%20access%20control,object%20and%20operation%20being%20secured

QUESTION NO: 30

What component causes a flow to run after a record has been created or updated?

A. Date-based trigger

B. On-change trigger

C. Record-based trigger

D. Application-based trigger

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E. Updated-date trigger

ANSWER: E

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/flow-designer/reference/flow-
triggers.html

QUESTION NO: 31

How are Workflows moved between instances?

A. Workflows are moved using Update Sets

B. Workflows are moved using Transform Maps

C. Workflows are moved using Application Sets

D. Workflows cannot be moved between instances

ANSWER: A

QUESTION NO: 32

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

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

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

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

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

ANSWER: A

QUESTION NO: 33

From a form, what would you click to add additional fields to the form? (Choose two.)

A. Context Menu > Form > Layout

B. Context Menu > Configure > Form Layout

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C. Context Menu > Configure > Form Design

D. Right click on header > Add > Field

E. Context Menu > Form > Designer

F. Right click on header > Configure > UX Dashboard

ANSWER: B D

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-it-service-management/page/product/change-
management/task/t_CreateCustomField.html

QUESTION NO: 34

Which application is used primarily to load data into ServiceNow?

A. Import Hub

B. System Import Sets

C. Data Import Configuration

D. Import Management

ANSWER: B

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/import-sets/reference/import-
sets-landing-page.html

QUESTION NO: 35

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

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

B. The new table inherits all of the Business Rules, Client Scripts, and UI Policies of the parent table, but none of the existing
fields

C. The new table inherits all of the fields of the parent table and can also contain new fields unique to itself

D. 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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ANSWER: C

QUESTION NO: 36

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

A. Memory Stats module

B. Stats module

C. System.upgraded table

D. Transactions log

ANSWER: B

QUESTION NO: 37

For Administrators creating new Service Catalog items, what is a characteristic they should know about Service Catalog
variables?

A. Service Catalog variables can only be used in Record Producers

B. Service Catalog variables can only be used in Order Guides

C. Service Catalog variables cannot affect the order price

D. Service Catalog variables are global by default

ANSWER: D

QUESTION NO: 38

What controls the publishing and retiring process for knowledge articles?

A. Approval Policies

B. Approval Definitions

C. Workflow Designer

D. Workflows

E. State Lifecycle

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ANSWER: D

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/knowledge-
management/reference/r_KnowledgeWorkflows.html

QUESTION NO: 39

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

A. Field Layout

B. Page Header

C. Field Navigator

D. Field Picker

E. Form Layout

ANSWER: B C E

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/form-
administration/concept/c_FormDesign.html

QUESTION NO: 40

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

A. Browser tab title

B. Module text color

C. Preferred browser

D. Base theme

E. Font style

F. Animation style

G. Header background color

H. Banner Image

ANSWER: A B D G H

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Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-user-interface/page/administer/navigation-and-
ui/task/t_ConfigureLogoColorsSysDfltsUI16.html

QUESTION NO: 41

What is a formatter? Select one of the following.

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

ANSWER: B

QUESTION NO: 42

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?

A. Configure Lists

B. Show Options

C. Configure Task

D. Show Choices

E. Show Choice List

F. Configure Options

ANSWER: F

QUESTION NO: 43

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

A. Notifications

B. Alerts

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C. Texts

D. Events

E. Emails

ANSWER: D

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/platform-
events/concept/events.html

QUESTION NO: 44

Which type of tables may be extended by other tables, but do not extend another table?

A. Base Tables

B. Core Tables

C. Extended Tables

D. Custom Tables

ANSWER: A

QUESTION NO: 45

What is (are) best practice(s) regarding users/groups/roles? (Choose two.)

A. You should never assign roles to groups.

B. You should assign roles to users.

C. You should add users to groups.

D. You should assign roles to groups.

ANSWER: C D

QUESTION NO: 46

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

A. List column heading

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B. Metrics module

C. Statistics module

D. View / Run module

ANSWER: A D

QUESTION NO: 47

What is a characteristic of importing data into ServiceNow?

A. An existing Transform Map can be used one time on the same import set

B. Coalesce fields are used only after running Transform

C. Any user can manage and set up import sets

D. An existing Transform Map can be used multiple times on the same import set

ANSWER: D

QUESTION NO: 48

A customer requests the following data quality measures be added:

Incident numbers should be read only, on all lists and forms, for all users.

Short Description field should be mandatory, on all records, across all applications, on Insert.

Which type of policy would you use to meet this requirement?

A. Data Quality Policy

B. Dictionary Design Policy

C. UI Data Policy

D. UI Policy

E. Field Criteria Policy

F. Data Policy

ANSWER: D

Explanation:

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Reference: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0813271

QUESTION NO: 49

Which module would you use to customize your instances banner image, text and colors?

A. System UI > UI Pages > Branding

B. Service Portal > Portals > Branding

C. System Properties > Basic Configuration UI16

D. System Properties > Branding

E. Homepage Admin > Pages > Branding

ANSWER: C

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-user-interface/page/administer/navigation-and-
ui/reference/customizing-instance-appearance.html

QUESTION NO: 50

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

A. Records

B. UI Pages

C. Lists

D. Forms

ANSWER: B

QUESTION NO: 51

A new Service Desk employee in Latin America complains that the create dates and times are incorrect on their Incident list.
What would you suggest to fix this issue?

A. Have them clear their cache.

B. Have them use the gear icon to set the employee’s time zone.

C. Recommend they use Chrome, instead of Explorer.

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D. Use the system properties to correct the instance’s time zone.

E. Have them correct the time zone on their computer.

ANSWER: E

Explanation:

Reference: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0659171

QUESTION NO: 52

What is a Record Producer?

A. A Record Producer is a type of Catalog Item that is used for Requests, not Services

B. A Record Producer creates user records

C. A Record Producer is a type of Catalog Item that provides easy ordering by bundling requests

D. A Record Producer is a type of a Catalog Item that allows users to create task-based records from the Service Catalog

ANSWER: D

QUESTION NO: 53

The baseline Service Catalog homepage contains links to which of the following components?

A. Record Producers, Order Guides, and Catalog Items

B. Order Guides, Item Variables, and flows

C. Order Guides, Catalog Items, and flows

D. Record Producers, Order Guides, and Item Variables

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ANSWER: A

QUESTION NO: 54

What do you activate when you want to add applications or functionality within your development instance?

A. App Package

B. Updated Pack Patch

C. Plugin

D. App Updated Set

ANSWER: C

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-
administration/page/administer/plugins/concept/c_ServiceNowPlugins.html

QUESTION NO: 55

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

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

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

C. Duplicate rows are rejected from the import.

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

ANSWER: D

Explanation:

Reference: https://developer.servicenow.com/dev.do#!/learn/learning-
plans/quebec/new_to_servicenow/app_store_learnv2_importingdata_quebec_coalescing

QUESTION NO: 56

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

A. Agent Assist

B. Virtual Agent

C. Now Messenger

D. Connect Agent

ANSWER: B

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-release-notes/page/release-notes/analytics-intelligence-
reporting/virtual-agent-rn.html

QUESTION NO: 57

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

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

ANSWER: A

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/process-automation-
designer/concept/getting-started-process-automation.html

QUESTION NO: 58

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

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

ANSWER: A

QUESTION NO: 59

Which ServiceNow products can be used to discover and populate the CMDB? (Choose two.)

A. Discovery

B. IntegrationHub ETL

C. Finder

D. CMDB Plug-in

E. CMDB Integration Dashboard

ANSWER: A B

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/configuration-
management/concept/c_OptionsToPopulateCMDB.html

QUESTION NO: 60

On the knowledge base record, which tab would you use to define which users are not able to write articles to the knowledge
base?

A. Can Contribute

B. Cannot Author

C. Cannot Contribute

D. Cannot Write

E. Read Only

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ANSWER: C

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/knowledge-
management/task/t_SelectUserCriteria.html

QUESTION NO: 61

Which tool should be used to populate commonly used fields in a form?

A. Template

B. Reference Qualifier

C. Formatter

D. Assignment Rule

ANSWER: A

QUESTION NO: 62

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

A. CI Relationship Editor

B. CMDB Builder

C. CI Service Manager

D. Cl Class Manager

ANSWER: D

QUESTION NO: 63

When importing spreadsheet data into ServiceNow, in which step does the data get written to the receiving table?

A. Run Transform

B. Run Import

C. Import Dataset

D. Execute Transform

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E. Schedule Transform

ANSWER: D

Explanation:

Reference: https://docs.servicenow.com/bundle/paris-platform-administration/page/script/server-
scripting/task/t_CreatingAFieldMap.html

QUESTION NO: 64

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?

A. Create Record Producer

B. Create Catalog Item

C. Create Order Guide

D. Create Content Item

ANSWER: B

Explanation:

Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service-catalog-
management/concept/request-fulfillment.html

QUESTION NO: 65

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

A. report

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B. flow

C. event

D. task

ANSWER: D

QUESTION NO: 66

The wait time for end users is based on the round-trip between the client and the server. What activities are included in the
round-trips?

A. Request + Response

B. Save + Update

C. Write + Read

D. Submit + Query

E. Insert + Verify

ANSWER: A

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-application-development/page/script/client-scripts/concept/client-script-
best-practices.html

QUESTION NO: 67

Which role can manage multiple knowledge bases?

A. knowledge_base_admin

B. kb_admin

C. sn_kb_admin

D. knowledge_admin

ANSWER: D

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/knowledge-
management/reference/r_KnowledgeRoles.html

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QUESTION NO: 68

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

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

ANSWER: D

QUESTION NO: 69

What is a sys_id?

A. Unique 32-character identifier that is assigned to every record

B. A client-side Business Rule

C. A server-side Business Rule

D. Unique 64-character identifier that is assigned to every record

ANSWER: A

QUESTION NO: 70

What is the path an Administrator could take to view the fulfillment stage task list for an order placed by a user?

A. RITM (Number)>REQ (Number)>PROCUREMENT (Number)

B. REQ (Number)>RITM (Number)>PROCUREMENT (Number)

C. REQ (Number)>RITM (Number)>TASK (Number)

D. FULFILLMENT (Number)>RITM (Number)>TASK (Number)

ANSWER: C

QUESTION NO: 71

What is used frequently to move customizations from one instance to another?

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A. Update Sets

B. Code Sets

C. Update Packs

D. Configuration Logs

E. Remote Sets

F. Local Sets

G. Code Packs

ANSWER: A

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-it-operations-management/page/product/service-mapping/task/export-
patterns.html

QUESTION NO: 72

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

A. Maintain Categories

B. Maintain Items

C. Content Items

D. Items

ANSWER: B

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QUESTION NO: 73

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

A. sn_kb_read, sn_article_read

B. Privacy Settings

C. Read Access Flag

D. User Criteria

ANSWER: D

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/knowledge-
management/concept/user-access-knowledge.html

QUESTION NO: 74

A user is complaining that they are seeing a blank page, when they click Create New, from your custom Inventory
application. You have confirmed that they can see the Inventory application, and the Create New module on the application
navigator. What could be the cause of this issue?

A. Create New module has a broken link

B. Known intermittent issue with U115

C. User should be using Chrome instead of Explorer for their browser

D. User has read role, but not the write role on the Inventory table

E. User session has timed out

ANSWER: E

QUESTION NO: 75

Group records are stored in which table?

A. Group [sn_user_group]

B. Group [sys_user_group]

C. Group [s_sys_group]

D. Group [u_sys_group]

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ANSWER: B

Explanation:

Reference: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0832548

QUESTION NO: 76

On a Form header, what is the three bar icon called?

A. Pancake icon

B. Additional Actions or Context Menu

C. Hamburger icon

D. Cake icon

ANSWER: B

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-user-interface/page/use/using-
forms/concept/c_FormContextMenu.html

QUESTION NO: 77

Which of the following can be customized through the Basic Configuration UI 16 module? (Choose three.)

A. Banner Image

B. Record Number Format

C. Browser Tab Title

D. System Date Format

E. Form Header Size

ANSWER: A C D

QUESTION NO: 78

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

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

B. Click Funnel, define filter conditions, click Create Report

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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

ANSWER: B

Explanation:

Reference: https://ut.service-now.com/sp?id=kb_article&number=KB0014148

QUESTION NO: 79

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

A. Report Dashboard > Create New

B. Reports > Getting Started

C. Performance Analytics > Reports

D. Self-Service > Reports

E. Reports > Create New

ANSWER: E

Explanation:

Reference: https://kstate.service-now.com/kb_view.do?sysparm_article=KB12492

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QUESTION NO: 80

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

A. sn_rec_id

B. rec_id

C. u_id

D. sys_id

E. sn_gu_id

F. sn_sys_id

G. id

ANSWER: D

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/table-
administration/concept/c_UniqueRecordIdentifier.html

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QUESTION NO: 81

What is a role in ServiceNow?

A. A role is one record in the Role [user_sys_role] table

B. A role is a set of modules for a particular application

C. A role is one record in the Role [sys_user_role] table

D. A role is a persona used in Live Feed Chat

ANSWER: C

QUESTION NO: 82

When a flow runs an action, it generates a runtime value, which stays the same for the duration of the flow. What is the
name of this runtime value?

A. Trigger runtime value

B. Sequence runtime value

C. Starting runtime value

D. Data pill runtime value

E. Input runtime value

ANSWER: D

Explanation:

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Reference: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/flow-designer/concept/data-
population.html

QUESTION NO: 83

Which of the following is used to initiate a flow?

A. A Trigger

B. Core Action

C. A spoke

D. An Event

ANSWER: A

QUESTION NO: 84

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

A. Batch

B. Verify

C. Test

D. Preview

ANSWER: D

Explanation:

Reference: https://www.servicenowelite.com/blog/2016/8/7/update-sets

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QUESTION NO: 85

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

A. snc_abc

B. abc

C. u_abc

D. sys_abc

ANSWER: C

QUESTION NO: 86

What is a schema map?

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

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

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

D. 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

ANSWER: D

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QUESTION NO: 87

Table Access Control rules are processed in the following order:

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

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

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

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

ANSWER: B

QUESTION NO: 88

What is the name of the table relationship, where two or more tables are related in a bi-directional relationship, so that the
related records are visible from both tables in a related list?

A. Database View

B. Many to Many

C. One to Many

D. Extended

ANSWER: B

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/managing-
data/concept/c_DataManagement.html

QUESTION NO: 89

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?

A. Define the first condition; click AND button; define second condition; click Run

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

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

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

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

ANSWER: A

QUESTION NO: 90

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?

A. Incident.Major_Incident

B. incident=>major_incident

C. incident<=>major_incident

D. incident||major_incident

E. incident.major_incident

ANSWER: E

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/contextual-
security/concept/acl-rule-types.html

QUESTION NO: 91

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

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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

ANSWER: A

QUESTION NO: 92

Which one of the following statements best describes the purpose of an Update Set?

A. An Update Set allows administrators to group a series of changes into a named set and then move this set as a unit to
other systems

B. By default, an Update Set includes customizations, Business Rules, and homepages

C. An Update Set is a group of customizations that is moved from Production to Development

D. By default, the changes included in an Update Set are visible only in the instance to which they are applied

ANSWER: A

QUESTION NO: 93

A Service Catalog may include which of the following components?

A. Order Guides, Exchange Rates, Calendars

B. Order Guides, Catalog Items, and Interceptors

C. Catalog Items, Asset Contracts, Task Surveys

D. Record Producers, Order Guides, and Catalog Items

ANSWER: D

QUESTION NO: 94

When designing a flow, how do you reference data from a record, in that flow?

A. Drag the table icon onto the flow definition

B. Use the condition builder to specify the desired values

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C. Specify the source table on the data pill related list

D. Drag the data pill onto the flow definition

E. Add the table reference using the slush bucket

ANSWER: D

Explanation:

Reference: https://developer.servicenow.com/dev.do#!/learn/learning-
plans/paris/citizen_developer/app_store_learnv2_flowdesigner_paris_using_flow_variables

QUESTION NO: 95

What is the Import Set Table?

A. A table where data will be placed, post-transformation

B. A table that determines relationships

C. A staging area for imported records

D. A repository for Update Set information

ANSWER: C

QUESTION NO: 96

How do you make a list filter available to everyone?

A. Make active, assign a name, and save

B. Assign a group, set visibility, and save

C. Assign a name, set visibility, and save

D. Make active, set visibility, and save

ANSWER: C

QUESTION NO: 97

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

A. Service Level Management

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B. Configuration

C. System Import Sets

D. System Update Sets

ANSWER: C

QUESTION NO: 98

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?

A. Common Services Data Model (CSDM)

B. Information Technology Service Management (ITSM)

C. Configuration Management Database (CMDB)

D. Information Technology Infrastructure Library (ITIL)

ANSWER: A

Explanation:

Reference:

https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource-center/solution-brief/sbr-
servicenow-common-service-data-model.pdf

QUESTION NO: 99

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

A. Schema Map

B. Dependency View

C. Dependency Map

D. Database View

ANSWER: B

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Explanation:

Reference: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/business-service-management-
map-ng/concept/c_BusinesssServiceManagementMaps.html

QUESTION NO: 100

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

A. Turn your computer off and on again

B. Clear browser cache

C. End Impersonation

D. Log out and back in

ANSWER: D

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/users-and-
groups/concept/c_ImpersonateAUser.html

QUESTION NO: 101

Which collaboration tool opens a sidebar and allows you to create new conversations with other ServiceNow users?

A. Skype Now

B. Collaborate Now

C. Agent Messenger

D. Agent Chat

E. Connect Chat

ANSWER: E

Explanation:

Reference: https://itsm.ucsf.edu/servicenow-connect-chat

QUESTION NO: 102

What are the steps to retrieve an Update Set?

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A. Verify Update Set is Complete, Retrieve, Preview, Apply

B. Verify Update Set is Complete, Test Connection, Apply

C. Verify Update Set is Complete, Test Connection, Commit

D. Verify Update Set is Complete, Retrieve, Preview, Commit

ANSWER: C

QUESTION NO: 103

Which feature allows you to automate business logic for a particular application or process such as approvals, tasks
notifications, and record operations?

A. Flows

B. Action Sequences

C. Action Sets

D. Task Flows

E. Flow Diagrams

ANSWER: A

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/flow-designer/concept/flow-
designer.html#:~:text=the%20following%20components%3A-,Flows,a%20particular% 20application%20or%20process

QUESTION NO: 104

IntegrationHub enables execution of third-party APIs as a part of a flow. These integrations are referred to as

A. an action

B. a spoke

C. a connection

D. an integration step

ANSWER: B

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QUESTION NO: 105

Access Control rules may be defined with which of the following permission requirements? (Choose three.)

A. Roles

B. Conditional Expressions

C. Assignment Rules

D. Scripts

E. User Criteria

F. Groups

ANSWER: A B D

QUESTION NO: 106

Which one statement correctly describes Access Control rule evaluation?

A. Table access rules are evaluated from the general to the specific

B. If more than one rule applies to a record, the older rule is evaluated first

C. If a row level rule and a field level rule exist, both rules must be true before an operation is allowed

D. The role with the most permissions evaluates the rules first.

ANSWER: C

QUESTION NO: 107

What would you do, on a list, if you wanted to show the records in groups, based on the column category? (Choose two.)

A. On list Context Menu, select Group By > Category

B. On the Filter Menu, select Group By > Category

C. Click Group On icon, select Category

D. On Navigator Filter, type tablename.group.category and press enter

E. On the Category column title, click Context menu > Group By Category

ANSWER: A E

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Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-user-interface/page/use/using-
lists/concept/c_GroupedLists.html

QUESTION NO: 108

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

A. Send Notifications

B. Log Out ServiceNow

C. Elevate Roles

D. Impersonate Users

E. Order from Service Catalog

F. Approve Records

ANSWER: B C D

QUESTION NO: 109

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

A. Knowledge > Home

B. Self Service > Knowledge

C. Knowledge > All

D. Knowledge > Knowledge Bases

E. Knowledge > Overview

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ANSWER: D

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/knowledge-
management/concept/user-access-knowledge.html

QUESTION NO: 110

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

A. Supports advanced developers

B. Enables complicated scripting

C. Reduces technical debt

D. Less manual scripting

E. Smooth integration with 3rd party systems

ANSWER: A D E CDE

QUESTION NO: 111

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

A. Scenario Dashboard

B. CI Use Case Modeler

C. CMDB Use Case Modeler

D. Common Service Data Model (CSDM) product view

ANSWER: D

Explanation:

Reference: https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/product/csdm-
implementation/reference/cmdb-use-case.html

QUESTION NO: 112

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?

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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

ANSWER: B

Explanation:

Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service-catalog-
management/task/t_AppUserCritItemsCat.html

QUESTION NO: 113

What is the platform name for the User table?

A. u_users

B. sys_users

C. x_users

D. sys_user

ANSWER: B

QUESTION NO: 114

What is a Dictionary Override?

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 flow that requests an action before the flow can continue

D. A Dictionary Override sets field properties in extended tables

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ANSWER: D

QUESTION NO: 115

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

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

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

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

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

ANSWER: C

QUESTION NO: 116

Your customer would like to create a new template to notify users who are affected by network outages at their site. Which
module would you use to create a new notification?

A. System Notification > Email > Notifications

B. Administration > Notification Overview

C. System Properties > Email > Settings

D. User Preferences > Email > Notifications

E. Click Gear > Notifications > New

ANSWER: A

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-servicenow-
platform/page/administer/notification/task/t_CreateANotification.html

QUESTION NO: 117

What type of field has a drop down list, from which you can pick from pre-defined options?

A. Choice

B. Picker

C. Drop down

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D. Option

ANSWER: A

Explanation:

Reference: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0538947

QUESTION NO: 118

What are different types of Data Sources, which may be imported into ServiceNow? (Choose four.)

A. Local Sources (i.e. XML, CSV, Excel)

B. Implementation Spoke

C. DataHub

D. JDBC Connection

E. Network Server

F. LDAP Connection

ANSWER: A C D F

Explanation:

Reference: https://developer.servicenow.com/dev.do#!/learn/learning-
plans/quebec/servicenow_administrator/app_store_learnv2_importingdata_quebec_data_sources

QUESTION NO: 119

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

A. Security Admin [security_admin]

B. Sys Admin [sys_admin]

C. Admin [sn_admin]

D. System Administrator [admin]

E. Base Admin [base_admin]

ANSWER: C

Explanation:

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Reference: https://developer.servicenow.com/dev.do#!/guides/quebec/now-platform/glossary/developer-glossary

QUESTION NO: 120

When testing a catalog item, having a manager approval flows, which of these best practices would you follow? (Choose
three.)

A. Make sure the latest flows are activated.

B. Use the instance Incognito setting to quickly toggle between requester and approver.

C. Impersonate the requester to ensure the form works.

D. Make sure the requester's user record has a manager specified.

E. Create and select your Testing Update Set, before starting the test cases.

F. Use your Admin account, so you can approve the items quickly.

ANSWER: D E F

QUESTION NO: 121

Categories in the knowledge base, by default, can be created and edited by which knowledge workers? (Choose two.)

A. Knowledge Authors

B. Knowledge Contributors

C. Knowledge Controller

D. Knowledge Managers

E. Knowledge Category Managers

F. Knowledge Submitters

G. Knowledge Owners

H. Knowledge Taxonomy Owner

ANSWER: B D

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/knowledge-
management/task/t_DefineAKnowledgeCategory.html#:~:text=In%20addition%20to%20using%

20categories,categories%20when%20editing%20an%20article

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QUESTION NO: 122

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

A. Activate application trigger spoke

B. Activate trigger security rules

C. Activate application spoke, and plug-ins as needed

D. Assign Application trigger role [sn_app_trigger_write] to SME

E. Activate application plugins only

ANSWER: B

QUESTION NO: 123

Which of the following is used to categorize, flag, and locate records?

A. Search

B. Favorites

C. Tags

D. Bookmarks

ANSWER: C

QUESTION NO: 124

Which group of permissions is used to control Application and Module access?

A. Access Control Rules

B. UI Policies

C. Roles

D. Assignment Rules

ANSWER: C

QUESTION NO: 125

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A new service catalog item is being developed, but should only be visible to managers inside the HR Department. What
method would you use to fulfill this requirement?

A. Specify the Dept_Mgr role on the catalog content block

B. Add the Department Manager group to the catalog item’s user criteria

C. Add the Department Manager group to the catalog item’s ACL

D. Only publish the item in the HR service catalog

E. Use a Dept_Mgr ACL on the HR service catalog

ANSWER: C

QUESTION NO: 126

What is the purpose of a Related List?

A. To create a one-to-many relationship

B. To dot-walk to a core table

C. To present related fields

D. To present related records

ANSWER: D

QUESTION NO: 127

Which one of the following statements describes the purpose of a Service Catalog flow?

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

B. Although a Service Catalog flow cannot send notifications, the flow drives complex fulfillment processes

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

D. A Service Catalog flow generates three basic components: item variable types, tasks, and notifications

ANSWER: C

QUESTION NO: 128

What is a key difference between Reporting and Performance Analytics?

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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.

ANSWER: B

QUESTION NO: 129

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.)

A. Select Fields and Columns module

B. Right click on form header, select Configure > Form Layout

C. Click on context menu, select Configure > Form Designer

D. Select Field Class Manager module

ANSWER: A B

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-it-service-management/page/product/change-
management/task/t_CreateCustomField.html

QUESTION NO: 130

Which one of the following is NOT a type of Visual Task Board?

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A. Flexible

B. Freeform

C. Feature

D. Guided boards

ANSWER: C

QUESTION NO: 131

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

A. Business Rule

B. UI Action

C. Client Script

D. UI Policy

ANSWER: B

QUESTION NO: 132

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

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

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

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

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

ANSWER: C

Explanation:

Reference:
https://community.servicenow.com/community?id=community_question&sys_id=77a80361db5cdbc01dcaf3231f9619d9#:~:te
xt=The%20major%20difference%20between%20of,deleted%
2Fqueried%20from%20data%20base.&text=After%20that%2C%20the%20Client%20scripts,Client%20scripts%20that%20w
ork%20onSubmit

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QUESTION NO: 133

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

A. Connect Chat

B. Now Messenger

C. User Presence

D. Comments

ANSWER: A

QUESTION NO: 134

What information does the System Dictionary contain?

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

ANSWER: B

QUESTION NO: 135

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

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A. Star

B. Clock

C. Application

D. Funnel

ANSWER: C

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-user-interface/page/administer/navigation-and-ui/task/ui16-
navigator-tasks.html

QUESTION NO: 136

What type of field allows you to look up values from one other table?

A. Reference

B. Verity

C. Options

D. Selections

E. Dot walk

F. Lookup

ANSWER: F

Explanation:

Reference: https://support.microsoft.com/en-us/office/create-or-delete-a-lookup-field-87e84cbd-d60c-4473-8a98-
3e391c42f239#:~:text=A%20lookup%20field%20can%20display,order%20in%20the% 20Orders%20table

QUESTION NO: 137

Which collaboration tool is available from the banner, using the bubble icon?

A. Now Messenger

B. Agent Chat

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C. Connect Chat

D. Collaborate Now

E. Live Feed

ANSWER: C

QUESTION NO: 138

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

A. A change request

B. An Order Guide

C. A request

D. An SLA

ANSWER: C

QUESTION NO: 139

A Role is defined as what?

A. A collection of permissions

B. A set of user access policies

C. A Persona in a workflow

D. A set of access control rules

ANSWER: D A
Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/roles/concept/c_Roles.html

QUESTION NO: 140

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

A. Transform Schema

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B. Schema Map

C. Dictionary Map

D. Transform Map

E. Field Transformer

F. Import Designer

ANSWER: D

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/import-
sets/concept/c_ImportSetsKeyConcepts.html

QUESTION NO: 141

What is the function of user impersonation?

A. Testing and visibility

B. Activate verbose logging

C. View custom perspectives

D. Unlock Application master list

ANSWER: A

QUESTION NO: 142

Which term refers to application menus and modules which you may want to access quickly and often?

A. Breadcrumb

B. Favorite

C. Tag

D. Bookmark

ANSWER: B

QUESTION NO: 143

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

A. Data Editor

B. Edit Menu

C. List Editor

D. Form Designer

ANSWER: C

QUESTION NO: 144

The display sequence is controlled in a Service Catalog Item using which of the following?

A. The Default Value field in the Catalog Item form

B. The Sequence field in the Catalog Item form

C. The Order field in the Variable form

D. The Choice field in the Variable form

ANSWER: C

QUESTION NO: 145

Which core table in the ServiceNow platform provides a series of standard fields used on each of the tables that extend it,
such as the Incident [incident] and Problem [problem] tables?

A. Task [task]

B. Assignment [assignment]

C. Service [service]

D. Workflow [workflow]

ANSWER: A

QUESTION NO: 146

A REQ number in the Service Catalog represents…

A. the order number.

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B. the stage.

C. the task to complete.

D. the individual item in the order.

ANSWER: A

QUESTION NO: 147

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

A. Retrieve, Preview, Commit

B. Specify, Transform, Apply

C. Retrieve, Assess, Apply

D. Get, Test, Push

E. Pull, Review, Push

ANSWER: A

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-application-development/page/build/system-update-sets/hier-update-
sets/concept/us-hier-overview.html#us-hier-overview

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QUESTION NO: 148

How is a group defined in ServiceNow?

A. A group is one record stored in the Group Type [sys_user_group_type] table

B. A group is one record stored in the Group [sys_user_group] table

C. A group defines a set of users that share the same location

D. A group defines a set of users that share the same job title

ANSWER: B

QUESTION NO: 149

What is a Notification?

A. A new Knowledge article created by a Business Rule

B. A tool for alerting users that events that concern them have occurred

C. A message through Connect related to a Change Request

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D. An email file attachment

ANSWER: B

QUESTION NO: 150

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

A. onSubmit

B. onUpdate

C. onCellEdit

D. onLoad

E. onEdit

F. onChange

G. onSave

ANSWER: A C D F

QUESTION NO: 151

Which statement is true about business rules?

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

ANSWER: B

QUESTION NO: 152

What type of user (persona) has clearly defined paths and workflows in the platform and have one or more roles (ie itil and
approver_user)?

A. Workflow User

B. Request Fulfiller

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C. ITSM User

D. Approving Manager

E. Service Desk User

F. Process User

ANSWER: D

QUESTION NO: 153

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

A. Factor

B. Field

C. Datapoint

D. Element

E. Item

ANSWER: B

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/managing-
data/concept/c_DataDictionaryTables.html

QUESTION NO: 154

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

A. SQL

B. Dot Walking

C. Outer Join

D. Joins

ANSWER: B

Explanation:

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Reference: https://docs.servicenow.com/bundle/rome-now-
intelligence/page/use/reporting/concept/c_HowToAccessRelatedTables.html

QUESTION NO: 155

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?

A. Access List

B. Can Access

C. Accessible to

D. Can Read

ANSWER: D

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/knowledge-
management/task/t_SelectUserCriteria.html

QUESTION NO: 156

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

A. Answer Agent

B. live Feed

C. Virtual Agent

D. Connect Chat

ANSWER: C

QUESTION NO: 157

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

A. Knowledge

B. ServiceNow Wiki

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C. Knowledge Now

D. SharePoint

E. Stack Overflow

ANSWER: A

Explanation:

Reference: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0547260

QUESTION NO: 158

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

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)

ANSWER: A

Explanation:

Reference: https://docs.servicenow.com/bundle/paris-servicenow-platform/page/product/csdm-
implementation/concept/csdm-basics.html

QUESTION NO: 159

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?

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

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B. Initiate a Connect Chat session

C. Install the Bomgar plug-in

D. Impersonate the user

E. Launch a NowChat window

ANSWER: B

QUESTION NO: 160

The ServiceNow platform includes which types of interfaces? (Choose three.)

A. Now Mobile Apps

B. Agent Control Center

C. Back Office Dashboard

D. Service Portals

E. Now Platform® User Interfaces

F. Field Service Taskboard

ANSWER: B E F

QUESTION NO: 161

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

A. Mapping fields using the Import Log

B. Mapping fields using Transform History

C. Mapping fields using an SLA

D. Mapping fields using a Field Map

ANSWER: D

QUESTION NO: 162

Access Control rules may provide access security for which of the following database objects?

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A. For a specific role, group, or user

B. For a specific row, column, or table

C. For specific groups

D. For a specific CMDB Configuration item

ANSWER: D

QUESTION NO: 163

In what order should filter elements be specified?

A. Field, Operator, then Value

B. Field, Operator, then Condition

C. Operator, Condition, then Value

D. Value, Operator, then Field

ANSWER: A

QUESTION NO: 164

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

A. Operator

B. Filter Criteria

C. Operation

D. Match Criteria

ANSWER: C

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-user-interface/page/use/common-ui-
elements/concept/c_ConditionBuilder.html

QUESTION NO: 165

How is the Event Log different from the Event Registry?

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A. Event Log contains generated Events, the Event Registry is a table of Event definitions

B. Event Log is formatted in the Log style, the Event Registry displays different fields

C. Event Log lists Events that were triggered by integrations, the Event Registry lists the Events that were triggered during
the day (24-hour period)

D. Event Log is the same as the Event Registry

ANSWER: A

QUESTION NO: 166

Two departments (HR Onboarding and Facilities) have come to you, asking for a way for employees to request event room
set up services. The requirements are the same for the form and the task routing to the Facilities’ assignment group.

For HR, the item will be used primarily for the Onboarding coordinators, for employee orientation sessions. For
Facilities, the item will be used for anyone in the company who needs room set up services.

However, both departments have their own service catalogs. What do you do, to support these requirements?

A. Create one Catalog Item for HR Event Room Set Up and one for Facilities Event Room Set Up; then publish each to the
appropriate Catalog.

B. Create one Catalog Item for Event Room Set Up; then publish to both Catalogs.

C. Create one Catalog Item for Event Room Set Up; then publish to the Parent Catalog, which is accessible to both HR and
Facilities.

D. Create one Catalog Item for Event Room Set Up; then use ACLs to control access.

ANSWER: C

QUESTION NO: 167

Tables may have a One to Many relationships. From the Service Catalog, what are examples of tables having a one to many
relationships? (Choose three.)

A. One Approval can have many Requests

B. One Request can have many Requested Items

C. One Requested Item can have many Approvals

D. One Requested Item can have many Catalog Tasks

E. One Cart can have many Requests

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ANSWER: B D E

QUESTION NO: 168

What are examples of Core tables in the ServiceNow platform?

A. Configuration, Connect, Chat

B. Team, Party, Awards

C. User, Task, Incident

D. Work, Caller, Timecard

ANSWER: A C
Explanation:

Reference: https://www.basicoservicenowlearning.in/2019/12/create-table-in-servicenow.html

QUESTION NO: 169

Which module is used as the first step for importing data?

A. Coalesce Data

B. Transform Data

C. Import Data

D. Load Data

ANSWER: C D
Explanation:

Reference: https://docs.servicenow.com/bundle/paris-platform-administration/page/administer/import-
sets/concept/c_ImportDataUsingImportSets.htm

QUESTION NO: 170

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

A. Changes made to: tables, forms, schedules, and client scripts

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

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

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D. Changes made to: table, forms, views, and fields

ANSWER: D

QUESTION NO: 171

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

A. Task Escalation Clock

B. Service Level Agreements

C. Inactivity Monitor

D. Response Time Clock Business Time Remaining

ANSWER: B

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/task-
table/reference/r_ToolsForDrivingTasks.html#:~:text=Service%20level%20agreements%20can%

20track,completed%20within%20an%20allotted%20time.&text=Inactivity%20monitors%20ensure%20that%20tasks,a%20pre
defined%20period%20of%20time

QUESTION NO: 172

Which one of the following statements applies to a set of fields when they are coalesced during an import?

A. If a match is found using the coalesce fields, the existing record is updated with the information being imported

B. If a match is not found using the coalesce fields, the system does not create a Transform Map

C. If a match is found using the coalesce fields, the system creates a new record

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D. If a match is not found using the coalesce fields, the existing record is updated with the information being imported

ANSWER: A

QUESTION NO: 173

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

A. System Properties > Security

B. Utilities > Migrate Security

C. System Security > Security

D. Self-Service > My Access

E. System Security > Access Control (ACL)

F. Password Management > Security Questions

G. System Security > High Security Settings

ANSWER: A E G

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-
administration/page/administer/security/reference/r_GeneralSecuritySettings.html

QUESTION NO: 174

User records are stored in which table?

A. User [sys_user]

B. User [sn_user]

C. User [u_sys_user]

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D. User [s_user]

ANSWER: A

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-user-interface/page/administer/navigation-and-
ui/concept/c_UserPreferences.html

QUESTION NO: 175

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

A. Group members can choose their tasks from My Groups Work

B. Groups can assign tasks to users based on on-call schedules

C. Site support members can pick tasks, based on Location

D. Groups can assign tasks to users based on skills

E. Group members can avoid tasks, which are nearing SLA breach

F. Groups can assign tasks to users based on availability

ANSWER: B C D F

QUESTION NO: 176

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?

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

B. The manager does not have the itil role.

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

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

E. The Assignment Group manager field is empty.

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ANSWER: B

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/users-and-
groups/task/t_CreateAGroup.html

QUESTION NO: 177

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

A. They run behind the scenes.

B. They are the building blocks.

C. They are optional.

D. They provide options.

ANSWER: B

QUESTION NO: 178

What are the three key tables in an enterprise CMDB? (Choose three.)

A. cmdb

B. sn_cmdb_bak

C. cmdb_rel_ci

D. sn_cmdb

E. cmdb_bak

F. cmdb_ci

G. sn_cmdb_ci

ANSWER: A C F

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Explanation:

Reference:
https://community.servicenow.com/community?id=community_question&sys_id=7ab22ad5dbf20498d82ffb2439961938

QUESTION NO: 179

Your customer requires that they be able to monitor which users are performing impersonations in their instance. What
would you do to meet that requirement?

A. Add the role Log Write [sn_log_write] to the Impersonator Group

B. Create user update set for impersonation tracking

C. Activate the glide.sys.log_impersonation prop

D. From User icon, select Elevate Roles

E. On the Impersonator role record, right click and select Create Log

ANSWER: C

Explanation:

Reference https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0717055

QUESTION NO: 180

Which database provides a logical model of your company infrastructure by identifying, controlling, maintaining and verifying
CIs that exist?

A. IMDB

B. ITSM

C. CSDM

D. CMDB

E. LDAP

ANSWER: D

Explanation:

Reference: https://qualiti7.com/wp-content/uploads/2018/11/D2-1D-HGC-TECHNOLOGIES-DESIGN-YOUR-CMDB.pdf

QUESTION NO: 181

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

A. Match Fields

B. Coalesce Fields

C. Key Fields

D. Sys IDs

ANSWER: B

Explanation:

Reference: https://developer.servicenow.com/dev.do#!/learn/learning-
plans/quebec/new_to_servicenow/app_store_learnv2_importingdata_quebec_coalescing

QUESTION NO: 182

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

A. UI Action

B. Client Script

C. UI Script

D. UI RuIe

E. UI Policy

ANSWER: E

Explanation:

Reference: https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/field-
administration/concept/c_DataPolicy.html

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QUESTION NO: 183

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

A. Clock

B. Hamburger

C. Pencil

D. Three dots

E. Triangle.

F. Star

ANSWER: C

Explanation:

Reference: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0781451

QUESTION NO: 184

What type of query allows you to filter list data using normal words, instead of the condition builder?

A. Natural Language Query

B. Alexa Query

C. Machine Learning Query

D. Predictive Intelligence Query

E. Auto-suggest Query

ANSWER: A

QUESTION NO: 185

If a knowledge base has no access details specified, what users are able to read articles in that knowledge base?

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A. itil users

B. Any user with an article's permalink

C. Any active user

D. No users

E. Users with kb_user role

ANSWER: C

Explanation:

Reference: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0623654

QUESTION NO: 186

Which are valid Service Now User Authentication Methods? (Choose three.)

A. XML feed

B. Local database

C. LDAP

D. SSO

E. FTP authentication

ANSWER: B C D

QUESTION NO: 187

What would NOT appear in the Application Navigator if “service” is typed into the filter field?

A. Configuration > Business Services

B. Self-Service > Knowledge

C. Service Portal > Widgets

D. Incident > Assigned to me

ANSWER: D

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QUESTION NO: 188

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

A. Service Processes

B. User Permissions

C. Tables and Fields

D. A Database

E. The Dependency View

ANSWER: A C D E

QUESTION NO: 189

When working on a form, what is the difference between Insert and Update operations?

A. Insert creates a new record and Update saves changes, both remain on the form

B. Insert creates a new record and Update saves changes, both exit the form

C. Insert saves changes and exits the form, Update saves changes and remains on the form

D. Insert saves changes and remains on the form, Update saves changes and exits the form

ANSWER: D

QUESTION NO: 190

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

A. Select Normal role

B. Log out and back in

C. Use System Administration > Normal Security module

D. Select Global Update Set

E. End Impersonation

ANSWER: B

Explanation:

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Reference: https://docs.servicenow.com/bundle/rome-platform-
administration/page/administer/security/concept/c_HighSecuritySettings.html

QUESTION NO: 191

Which section of the ServiceNow UI allows you to perform a global search?

A. Application Navigator

B. Banner frame

C. List pane

D. Content frame

ANSWER: B

QUESTION NO: 192

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

A. Homepages

B. Data

C. Published Workflows

D. Business Rules

E. Schedules

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F. Database changes

G. Related Lists

H. Report Definitions

I. Scheduled Jobs

J. Client Scripts

K. Views

ANSWER: A B E F BEFI
Explanation:

Reference: https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/workflow-
administration/concept/c_WorkflowMovementWithUpdateSets.html

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