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What provides a guide for moving data from import sets?
Transform map
How do you change the sort sequence of fields or task?
Modify the order field
Tables and Fields can be viewed and manipulated where?
Form Tables and Columns
What is the sequencing of publishing a Knowledge Article?
Draft
Review
Publish
What are the 3 basic components of Workflow?
Approvals
Notifications
Task
How do you modify or create workflow?
Utilize the Graphical Workflow Editor
Where do you go in ServiceNow to change the banner and colors?
System Properties, then CSS Properties
To access the control list you have to have which access?
Security_Admin
Where do you go to delete tables??
Tables and Columns Choose "delete" and type the word "delete"
What is a row?
A record is a row
What is a column?
A field is a column
What do incident, problem and change have in common?
They save to the task table
If importing data, how do you keep from importing duplicates?
Utilize the Coalace field to state which field is the unique key
What controls what data users can access ?
ACL-Access Control List
Where do you go to add/modify a service catalog item?
Service Catalog>Maintain Item
What is stored in a table?
Data
How are users related to roles or groups?
1 to many relationships
What are update sets?
groups of customizations that can be moved from one instance to another
What is a CI?
A CI is tangible and intangible
What is BSM?
Business Service Management BSM map graphically displays the configuration items, CI, that support a business service
What is a tool that will autopopulate the CMDB about your windows computer?
Help the Helpdesk
What is a record producer?
A specific type of catalog item that allows end users to create task based records such as incident from the service catalog
Does ESS have a role?
ESS does not have a role
When you open a service catalog and click the Order button what gets created?
REQ>RITM>TASK
What is a select box, single line text, reference, check box, multiple choice?
Variable
What is a variable set?
Unit of variables that can be shared between catalog items
What are the six workflow activities?
approvals,conditions, notifications, task, timers, utilities
If a request is rejected what happens?
Notification is sent and sets the status to cancelled
Service catalog workflow can be attached in 3 ways:
1. manually on the catalog item form
2. automatically based on conditions
3. automatically if no other workflows attached
SLAs include actions that can be triggered when during the lifecycle?
Anytime
What is the difference between SLA, OLA, and Underpinning Contracts?
Type Field
Which workflow is designed to be used over and over again?
default SLA Workflow
Retroactive start when activated does what?
Sets start to equal when the ticket was created
What are the steps in a SLA?
start stop pause
What two things are run on the client side and what two things are run on the server side?
UI Policy/Client Script is Client Side and Business Rule/Data Policy is Server Side
How is a field made to be read only?
UI Policy
What controls enable admins to set mandatory and read only states for fields and can be used to enforce data consistence across applications?
Data policy
What is a business rule?
A piece of JavaScript configured to run when a record is displayed, inserted, updated, deleted or when a table is queried. It can be set to run before or after the database action has occurred.
How do you limit file attachments?
ACL-Access Control List
What is a security rule at the row and column level that is executed when attempting to access a ServiceNow table?
ACL-Access Control List
What has conditions,scripts and roles and can limit security?
ACL-Access Control List
What is the duration of the elevated role?
Current Session
When is a notification sent out?
When an event has been fired
What three things can send a notification?
1. Script
2. Business Rule
3. Workflow
Can a user open an Incident by email, if so what is utilized?
Inbound Email Action
Where can you view information about system activity?
system logs
If the system is going to be upgraded,what will be exempt from the upgrade?
Any record that has been altered from the base state by the customer
What module tracks all upgrades made to the system?
System Diagnostics>Upgrade History
What does SaaS stand for?
software as a service
Where does the home icon take you and what does the icon look like?
takes you to the Homepage and the icon looks like a little home
What can you do if the Homepage is slow?
Remove some gauges or change the refresh rate
My manager is going to be out of town and needs to have the supervisor approve while he/she is out of town, what would he/she utilize in ServiceNow?
Delegate-Delegation is the ability to designate other users to receive and interact with approvals and task assigned to you
What is a Transform Map in ServiceNow?
A map to determine relationships between fields displaying an Import Set to fields in an existing table
What application is available to all users?
Self-Service
Where do you change the Smart Filter Condition Builder?
Click arrow next to breadcrumb in list
How do you display the slushbucket?
Click List Mechanic gear above check boxes
What do you call a saved version of a personalized form?
A view
How do you apply a saved filter?
Click on the table name at the top of a list and select filter
What displays fields from one record and can be used to edit the record data?
A Form
What are the field status indicators?
Light red - required but has a saved value. Green - Modified field content - need to save. Red - Required and needs value. Orange - Read-only
What does a red-dashed line indicate?
Invalid data or mis-typed word
What do you click to save changes on a new form and return to the prev viewed page?
Submit
What do you click to save changes on an existing record and return to prev form?
Update
What do you click on to save changes without leaving the form?
Right click form header and click save
What do you do to save a new record to the db instead of updating the current item?
Insert or Insert and stay
What is a rule that applies to a form to dynamically change form information on the form itself?
UI Policy
What enables admins to set mandatory and read-only state for field?
Data Policy (not used much)
What do you use to put buttons, links and context menu items on forms and lists?
UI Actions
What is a control that applies permissions, sends notifications and triggers other processes when a record is displayed, inserted, updated or deleted or when a table is queried?
A Business Rule
Client script apply only when?
When accessed through the form
Business Rules apply when?
Globally
When SHOULDN'T you use client scripts?
When you can use UI policies or Access Control Rules
Client scripts can be executed in four ways. What are they?
1. onCellEdit
2. onChange
3. onLoad
4. onSubmit
Can plug-ins be removed?
No, but they can be disabled
Name three interfaces for viewing and manipulating tables?
1. Record list view
2. Schema map
3. Tables and Columns module
What stores structure and relationship definitions?
Data Dictionary
What three tables provide Data Dictionary and relationship information?
1. Sys_dictionary
2. sys_documentation
3. sys_db-object
How do you establish the sequence for displaying lists??
Order field - Best practice 3 digit numbers
What does CI stand for?
Configuration Item
What is a series of tables that contains all the assets and business services controlled by a compay?
CMDB
What do you call a tangible device or intangible dedicated software in the CMDB?
A Configuration Item (CI)
What is the core CI table?
cmdb_ci
What is the CI relationship table?
Cmdb_rel_ci
List CI examples?
Computers/Devices on the network software, contracts and licenses, Business services
What are the two base tables of SN?
Task and CI
What is a BSM map?
Business Service Map graphically displays the CIs that compose a biz service and indicates status
What is an elevated privilege?
A role that has special permissions for the duration of the log in session
When is the security_admin privilege created ?
After the High Security plugin is activated
Where are group or user roles created?
Group or user roles are created at User Administration
Where is the user record stored?
In the User [sys_user] table
What is a collection of permission to grant access and assign security?
A role
What does a role inherit?
All the permissions of any other roles it includes
What are three best practice rules for users/groups/roles?
1. Assign users to groups, map roles to groups.
2. Don't map roles to users.
3. Apply general roles to large groups and specific roles to smaller groups.
What are the 3 levels of Access?
1. System (username/pw)
2. Applications and Modules (Roles)
3. Tables and Fields (System Properties/Access Control)
Where are row and column security set?
Access Control in Tables and Fields
Where is Table security set?
System Property in Tables and Fields
What are the three ways Access Control Rules are defined?
1. Conditional Expressions
2. Scripts
3. Roles
What is the list of all Access Controls for a table?
ACL
What is an Access Control?
A security rule defined and set at the row and column level
What is the Access Control evaluation?
Specific to general if all conditions are true (Conditions, Scripts and Roles)
In a SLA Definition, which conditions will trigger an SLA?
Start condition, Stop condition and Pause conditions
Name 4 ways the Knowledge Base can be populated?
1. Manually
2. From the Service Catalog with a Record Producer
3. Automatically from events
4. From existing Incidents or Tasks
What is the Knowledge base hierarchy?
Topics, Categories, Articles
How do you protect KB articles?
Roles
How do you allow users to access KB without logging in?
Make it public and protect with role
What do you call an indication to the SN processes that something notable has occurred?
Event
What two processes can cause events?
1. User actions
2. Scripts(Business Rules/Workflows)
What contains a record of every generated event?
Event queue
What do events trigger?
Notifications
What does a Notification contain?
A mix of static and dynamically determined content
Why would you clone an instance?
To copy prod over a sub-prod instance
What are the three release types?
1. Future
2. Patch
3. HotFix
Are user customization records upgraded?
No
What are best practices response times?
Total Response Time - network browser and server 3 seconds, Server Response time below 800 ms
What is a dashboard of frequently used content with reports?
A homepage
What do you call a mapped graphic image on a homepage that are packed reports?
A gauge
What is used to measure and evaluate the effectiveness of IT service management process?
Metrics
What is a measurement of the set amount of time for a task to reach a certain condition?
SLA
What do you call it when SLA is not met?
Breached
What are the three major components that power SLA??
1. SLA Definition/Task SLA,
2. SLA Workflow,
3. SLA Automation (Business Rule and scheduled job)
What are the three types of SLA?
1. SLA
2. Operational Level Agreement(OLA) how departments work together
3. Underpinning Contract(UC) outside suppliers
What three conditions define an SLA?
Start, Stop, Pause
What is another name for Customer Updates?
Customizations
Multiple Choice, Single Line Text and Select Box are what type of elements in ServiceNow?
Variable Types.
What is a robust ordering system for services, hardware and software and the central repository of goods and services that an IT service desk provides for users?
Service Catalog
Name the five major components of Service Catalog?
1. Record Producers
2. Items
3. Variables
4. Order Guides
5. Workflows
What are four items that orders from Service Catalog generate?
1. REQ
2. RITM
3. Catalog Task
4. Assignment Group
What are three Service Catalog best practices?
1. Define an order guide
2. Group items in order guide
3. Use questions to present item options
The Workflow Transition determines which activity is performed based on an evaluation of which workflow element?
Workflow Condition
Which ServiceNow application automates simple or complex multi-system tasks on remote servers that are normally done manually.
Orchestration
By default in ServiceNow, what customizations are added to Update Sets?
Changes made to a form
What do you use to import data from various data sources and map data into SN tables?
Import Set
What determines the relationship between the Import Set Table and an existing ServiceNow table?
Transform map
What are the three steps for using Import Sets and Transform Maps?
1. Load Data
2. Create Transform MAP
3. Run transform
What does coalescing do before a transform?
Makes a field the unique key
What table is used to track changes in an update set?
Customer Update [sys_update_xml] table
What four elements cannot be customized with update sets?
1. New Records
2. New users and groups
3. Modified data
4. Schedules
Can homepages be added to update sets?
No, they can only be changed manually.
Should you include few or many changes in one Update Set?
Many
Can two update sets be merged?
Yes
What is the four part sequence on the production instance to run an Update Set?
1. Retrieve
2. Preview
3. Commit
4. Apply
What is a form?
A form displays a single record from a table.
Where does one go to write the prod instance to the dev environment?
System Clone> Administration> Clone Targets
What is a list?
A structure that displays information from a table
What are the four list interface elements?
a. Title bar
b. Breadcrumbs
c. Column headings
d. fields
What is a field?
A field is a cell in a table. Each field holds an individual piece of data.
What field type in a list is not sortable?
Timefields
What is a Power edge toolbar?
It's the gray toolbar on the left side of the screen.
i. It allows you to show or hide the application navigator or banner frame
ii. Split the screens - Resize screen
iii. Create and manage bookmarks.
What four features of ITIL are utilized by the ServiceNow platform?
1. Strategy
2. Design
3. Transition
4. Operations
True or false - An application is a group of modules?
True - Applications are a grouping of modules or an organizational element in service now.
True or false - The application navigator provides links to all applications and modules they comprise.
True
True or false - Type filter text is a valuable way of searching applications in Servicenow
True - Applications are a grouping of modules or an organizational element in service now.
In what way does the Switch perspective feature in application navigator assist you in organizing applications in Servicenow?
It allows you to view applictions from the perspective of individual roles such as ITIL, Asset Management, or Admin ect.
What is the main area in all Servicenow web pages?
Content pane
What is a breadcrumb?
A horizontal display of filter conditions showing the hierarchy of the conditions used to display the form or list results.
Where is the impersonation feature located?
It's a picture of a key and its in the banner frame next to welcome message
What are the 3 ways to bring users into the ServiceNow system?
a. Through Single Signon and ldap
b. Using an import set (importing users)
c. Manually enter users, manually creating users
What are four benefits of using groups?
a. Permissions and Access - Simplified ability to assign permissions
b. Identifies a subset of users for role and skill assignment
c. Provide a reference for alerts and notifcations
d. Email notifcations
What are four aspects of a role?
a. A role is an orginizational element. Roles are granted access to applications.
b. Roles are collections of permissions
c. A role is a record in the Role table;
d. A role is a persona that is assigned to a group or single user. An example is the admin role.
What are the three OOTB Servicenow roles?
a. System Administrator
b. ITIL (or process) roles ful fill itil activities
c. ESS - users and end users.
What is Access Control?
Access control is a security role defined and set at the row level (access to the record) and at the column level (access to the field), and is executed when attempting to access any ServiceNow table.
What are ACLS in ServiceNow? How defined? Control what? Specifies what?
a. ACLs are a list of all access controls for a table. b. Access controls are defined by roles, conditional expressions and scripts.
c. ACL rules are used to control what data users can access and how they can access it.
d. Each ACL rule specifies the object being secured and the permission required to access the object
e. ACLS are defined by the security admin
f. ACLS are defined in System Security | Access Control
Provide an example of when you use Access Control Record in ServiceNow and five steps to accomplish it.
You would create an access control rule to make the updated by field on the incident form editable for admins but read only for ITIL users
i. Login as admin
ii. Right click on "updated by " field
iii. Click Personalize Security
iv. In the Security Mechanic, change the value to Write
v. Move admin to selected column.
Where is the high security plugin in accessed in ServiceNow? What does it create? How is it assigned. What does it inherit? How long does it last?
a. accessed from System Security > High Security Settings:
b. High security creates a security_admin elevated privilege role
c. The elevated privilege role is manually assigned and not inherited from any role
i. Elevated privilege only exists during current session
168.Contextual security in ServiceNow protects what? How is data acted upon? What two things happens before contect security is activated?
a. Protects a record based on its contents and table location
b. Data is acted upon based on the position of the information in the table hierarchy
c. Defines access control rules to any level After the High Security Plugin is activated, a security_admin privledge is created.
What is an elevated privilege?
A role that has special permissions for the duration of the log in session.
The CMDB application in ServiceNow does what four things?
a. Helps locate failed changes
b. Facilitates quick impact analysis
c. Increase cost saving to the business
d. Contains assets and their relationships
What are the two major record types in the ucmdb?
a. Core Configuration
b. CI relationship
What is a business service map (bsm)?
A map that graphically displays the configuration items that compose a business service and indicates the status of those configuration items.
Multiple Choice, Single Line Text, and Select Box are what type of elements in Servicenow?
Variable type
Where are Metrics viewed?
In SN by going to Metrics | Definitions
What are two types of metrics?
a. Field value duration - measures a time interval from when a value in a field is achieved until it is changed.
b. Script calculation- creates a metric instance using script.
The script does calculations and inserts data into the metric table [metric_instance]
What does Custom Charting plugin allow you to do?
Allows you to create charts when you have a requirement that can not be satisfied with the Report application
What four things does a Servicenow homepage provide?
a. A dashboard of frequently used content which usually includes reports
b. A personal space that is configured to be the first page seen after login
c. Access to multiple personal homepages
d. Access to other global homepages the user has the rights to view
What is a guage and who can create them?
a. Is a graphical, refreshable widget viewable as a homepage section
b. Gauges are created by admins or users with rights
What is a Service Level agreement?
A record in the SLA[contract_sla] table which defines a set amount of time for a task to reach a certain condition, the tables to access and what type of sla is being evaluated.
In SLA definition, what are the three conditions that will trigger an SLA?
Start Condition, Stop Condition, Pause condition
What are the 4 aspects of Service Level Agreement?
a. SLA Definition
i. The record defining the conditions to trigger the sla
b. Task SLA
i. Individual instances of the SLA associated with particular tasks
c. SLA automation
i. The business rule and scheduled job that automates the SLA
d. SLA Workflow
i. The workflow driving events or actions based on the SLA
What are the three types of SLAs in Servicenow?
a. SLA agreement
b. Operational level agreement (OLA)
i. Defines how departments work together to meet the service level required
c. Underpinning contract (UC)
i. Manages, monitors, and defines agreements with outside supplieers
1. It's a tool for supplier management.
What are three functions of a Servicenow knowledge base?
a. A repository used for the storage and publication of important information that requires distribution within an organization
b. Something that stores shared configuration documentation, policy documents, compliance documents
c. Security policy and procedure doucments
What are five ways of populating the knowledge base?
a. Manually - by creating news articles
b. Automatically, from events or from an incident or task
i. You can develop a business rule that generates a news item
c. Importing existing articles
d. From the Service Catalog using a record producer
e. From an existing problem record,
i. The problem application plugin has a workarounds feature
What is the two tier hierarchy of the knowledge base?
a. Topic is the highest level
b. Category is the second level
Example
1. Topic = Email
2. Categories =
a. Calender permissions
b. Outlook settings
c. Increase size of mailbox.
What is the Service Catalog in Servicenow?
a. It is the central repository of goods and services that an it service desk provides for users
i. Its an ordering system for goods and services
ii. Help and training portal
What is a Record producer and how does it relate to the Service Catalog?
a. It provides a user-friendly alternative to the regular form interface. It populate record data using variables and scripts
i. They ask users a series of questions to assist users in the request process
1. This assists them in providing correct and relevant information on forms
ii. They provide a single point of entry to create an incident or request.
What is an order guide and what does it do?
a. It is a guide that provides the ability to order multiple, related items as one request
b. It prompts user information and uses the rule base to generate options
i. Depending on what fields are chosen on the form, the system displays relevant catalog items.
True or False- an order generates a request?
True, a request is generated to keep track of the specific order.
What are the 3 types of numbers from orders?
a. Request Number (REQ) - The request is generated and given a REQ number
b. Request Item (RITM) - Each item in the order is assigned a Requested Item number
c. Catalog Task number - For each requested item, a set of catalog tasks are created. Each task is assigned a catalog task number
d. When a user orders an item from the catalog, a request is generated.
What four things Service Catalog Variables provide?
a. Options to tailor a catalog item to the customers' needs
b. Definitions of available item options using questions choices
c. Variables to define questions for users
d. Question selections that define the available option
True or False - The order field establishes the sequence for displaying the variables?
True, variables with an lower three digit integer , appears first in the list
True or False - A variable Set is a modular unit of variables that can be shared between catalog items?
True - you can define the variable set once and then use it in multiple places
What role allows users to define catalog items?
Catalog_admin role
What are four facets of an update set?
a. A group of customizations that can be moved from one instance to another.
b. Allows administrators to group a series of changes into a named set and then move this set as a unit to the other instance.
c. Update sets are "point in time" xml snapshots of records.
d. An update set writes changes from tracked tables to the customer update tables sys_update+xml
True or False, an update set is a "point in time" XML snapshot of the record?
True - An update set works by writing changes from tracked tables to the customer updates table [sys_update_xml)
Which six elements allow customizations?
a. A table
b. A form
c. A field
d. A business rule
e. A client script
f. A view
What four components are not in a customization?
a. New records (data)
b. New users and groups
c. Modified CIs
d. Schedules
By default in ServiceNow, which of the following customizations are added to Update Sets?
a. Changes made to data
b. Changes made to a form
c. Changes made to a schedule
d. Changes made to an homepage
True or False - it is best practice to never make changes to an update set in the Default update set?
True - The baseline and Default update sets are self-maintaining and it is not recommended to change or delete or move them between systems.
What are five best practices when working with update sets?
a. Have a plan to manage changes, identify a common migration path
b. Communicate efficiently by knowing whats being developed and make sure administrators are aware of developments
c. Include many changes in one set
d. Group like items in a small manageable set
e. Use preview before moving update sets
True or false - Do not delete update sets? What are three reason for this?
True - Deleting update sets is not recommended for three reasons
i. It does not undo the updates
ii. It removes any record of who applied customization's to any instance
iii. Next upgrade, customizations will be over written
What is an import set and what are two aspects of an import set?
It is a tool used to import data from various data sources and then map that data into servicenow tables.
1) This is an admin function
2) Data that already matches or exists is skipped.
What is the purpose of the import set table?
It acts as a staging area for records imported
What are three file types and three network sources for imports?
File types
• 1. CSV
• 2. EXCEL
• 3. XML
Network
• 1. HTTP
• 2. FTP
• 3. JDBC
What is the task table and what does it provide?
It is one of the core tables provided with the base system.
It provides a series of standard fields used on each of the tables that extend it, such as the Incident [incident] and Problem [problem] tables.
In addition, any table which extends task can take advantage of task-specific functionality for driving tasks.
What is UI policy? Provide four examples of UI Policy.
a. client side business rules (like active links in Remedy).
i. Make a Close Notes field mandatory
ii. Hide the Opened by field
iii. Make the Priority, Severity, and Urgency fields read-only
iv. Run a client script that displays an alert message
What is a client script?
Client script is one that is created in the clients scripts form and shipped to the client (the browser), and they run there instead of on the server.
What provides a guide for moving data from import Sets?
Transform Map
How do you change the sort sequence of fiends or tasks?
Modify the order field
Tables and fields can be viewed and manipulated where?
Form tables and columns
What is the sequencing of publishing knowledge articles?
Draft, Review and publish
What are the 3 basic components of WorkFlow
Approvals, Notifications and Task
How do you modify or create Workflow
Utilize the graphical Workflow editor
Where do you go in ServiceNow to change the banner and colors?
System properties, then CSS properties
To access the control list you have to have which access?
Security_Admin
Where do you go to delete tables?
Tables and columns choose " delete" and type the word "delete"
What is a row?
A record is a row
What is a column?
A field is a column
What do incident, problem and change have in common?
They save to the task table
If importing data, how do you keep from importing duplicates?
Utilize the coalesce field to state which field is the unique key
Which controls what data users can access?
ACL - Access Control List
Where do you go to add/modify a service catalog item?
Service Catalog > Maintain item
What is stored in a table?
Data
How are users related to roles or groups?
1 to many relationships
What are update sets?
Groups of customizations that can be moved from one instance to another
What is a CI
A CI is tangible and intangible
What is BSM?
Business Service Management BSM map graphically displays the configuration item, CI , that support a business service
What is a tool that will auto populate the CMDB about your windows computer
Help the helpdesk
What is a record producer?
A specific type of catalog item that allows end users to create task based records such as incident from the service catalog
Does ESS have a role?
ESS does NOT have a role
When you open a service catalog and click the Order button what gets created?
REQ >RITM>TASK
What is a select box, single line text , reference, check box, multiple choice?
variable
What is a variable
Unit of variables that can be shared between catalog items
What are the six workflow activities?
Approvals, conditions, notifications, tasks, timers, utilities
if a request is rejected, what happens?
Notification is sent and sets the status to cancelled
Service catalog workflow can be attached in 3 ways
Manually on the catalog item form, automatically based on conditions and automatically if no other workflows attached
SLAs include actions that can be triggered when during the lifecycle?
Anytime
What is the difference between SLA, OLA, and underpinning contracts?
Type field
Which workflow is designed to be used over and over again?
Default SLA workflow
Retroactive start when activated does what?
Sets start to equal when the ticket was created
What are the steps in a SLA?
Start, stop and pause
What two things are ran on the client side and what two things are ran on the server side?
UI policy/client script is client side and business rule/data is server side
How is field made to be read only?
UI policy
What controls enable administrators to set mandatory and read only states for fields and can be used to enforce data consistence across applications?
Data policy
What is a business rule?
A piece of JS configured to run when a record is displayed, inserted, updated, deleted or when a table is queried. It can be set to run before or after the database actions has occurred.
How do you limit file attachments?
Through the ACL
What is a security rule at the row and column level that is executed when attempting to access a ServiceNow table?
ACL
What has conditions, scripts and roles an can limit security?
ACL
What is the duration of the elevated role
until the current session ends
When is a notification sent out?
when a trigger event has been fired
What three things can send a notification?
Script, business rule and workflow
Can a user open an incident by email? if so, what is utilized?
inbound email action
Where can you view information about system activity?
system logs
If the system is going to be upgraded, what will be exempt from the upgrade?
any record that has been altered from the base state by the customer
What module tracks all upgrades made to the system?
System diagnosis > Upgrade history
What does SaaS stand for?
Software as a service
Where does the home icon take you and what does the icon look like?
Takes you to the Homepage and the icon looks like a little house
What can you do if the Homepage is slow?
Remove some gauges or change the refresh rate
The manager is going to be out of town and needs to have a supervisor approve while he/she is out of town. What would he/she utilize in ServiceNow?
Delegate -- Delegation is the ability to designate other users to receive and interact with approvals and talk assigned to you.
What is a Transform Map in ServiceNow?
A map to determine relationships between fields displaying an import Set to fields in an existing table
What application is available to all users?
Self-service
Where do you change the Smart Filter Condition Builder?
Click the arrow next to the breadcrumb in list
How do you display the slush-bucket?
Click list mechanic gear above check boxes
What do you call a saved version of a personalized form?
A view
How do you apply a saved filter?
Click on the table name at the top of a list and select filter
What displays fields from one record and can be used to edit the record data?
A form
What are the form feature field status indicators?
Light red: required but has a saved value. Green: modified field content, need to save. Red: required and needs a value. Orange: read Only
What does a red-dashed line indicate?
Invalid data or mis-typed word
What do you click to save changes on a new form and return to the previous form?
Update
What do you click on to save changes without leaving the form?
Right click on the form header and click save
What do you do to save a new record to db instead of updating the current item?
Insert or Insert and stay
What is a rule that applies to a form to dynamically change form information on the form itself?
UI policy
What enables admins to set mandatory and read-only state for a field?
Data Policy
What do you use to put buttons, links and context menu items on forms and list?
UI Actions
What is a control that applies permissions, sends notifications and triggers other processes when a record is displayed, inserted, updated or deleted or when a table is queried?
A business rule
Client script apply only when?
When accessed through the form
Business rules apply when?
Globally
When shouldn't you use client script?
When you can use UI policies or Access control rules
Client scripts can be executed in four ways. What are they?
1. onCellEdit 2. onChange 3. onLoad 4. onSubmit
Can plugins be removed
No. but they can be disabled
Name three interfaces for viewing and manipulating tables
1. Record list view 2. Schema map 3. Tables and columns module
What stores structure and relationship definitions
Data dictionary
What three tables provide data dictionary and relationship information?
1. Sys_dictionary 2. sys_documentation 3. sys_db_object
How do you establish the sequence for displaying list?
Order field -- best practice 3 digit numbers
What does CI stand for?
Configuration item
What is a series of tables that contains all the assets and business services controlled by a company?
CMDB
What do you call a tangible device or intangible dedicated software in the CMDB?
A configuration item (CI)
What is the core CI table?
cmdb_ci
What is the CI relationship table?
cmdb_rel_ci
List CI examples
Computers, devices on the network, software, contracts and licenses, business services
What are the two base tables of ServiceNow?
Task and CI
What is a BSM Map?
Business service map graphically displays the CIs that compose a biz service and indicates status
What is an elevated privilege?
A role that has special permissions for the duration of the log in session
When is the security_admin privilege created?
After the high security plugin is activated
Where are group or users roles created?
At User Administration
Where is the user record stored?
sys_user
What is a collection of permissions to grant access and assign security?
A role
What does a role inherit?
All the permissions of any other roles it includes
What are three best practice rules for users/groups/roles?
1. Assign users to groups, map roles to groups
2. Don't map roles to users
3. Apply general roles to large groups and specific roles to smaller groups
What are 3 levels of access?
1. System (username and password)
2. Applications and Modules (roles)
3. Tables and fields (System Properties / Access control)
Where are row and column security set?
Access control in tables and fields
Where is table security set?
system property in tables and fields
What are the three way access control rules defined?
1. Conditional expressions
2. Scripts
3. Roles
What is the list of all access controls for a table?
ACL
What is an access control?
A security rule defined and set at the row and column level
What is the access control evaluation?
Specific to general if all conditions are true (conditions, scripts and roles)
IN a SLA definition, which conditions will trigger an SLA?
Start condition, stop condition, and pause conditions
Name four ways the knowledge base can be populated
1. manually
2. from the service catalog with a record producer
3. automatically from events
4. from existing incidents or tasks
What is the knowledge base hierarchy?
Topics, categories and articles
How do you protect KB articles?
Roles
How do you allow users to access KB without logging in?
make it public and protect with role
What do you call an indication to the SN processes that something notable has occurred?
Event
What two processes can cause events?
1. User actions
2. Scripts (business rules/workflows)
What contains a record of every generated event?
Event queue
What do events trigger?
Notifications
What does a notification contain?
A mix of static and dynamically determined content
Why would you clone an instance?
To copy prod over and sub-prod instance
what are the three release types?
1. future
2. patch
3. hotfix
Are user customization records upgraded?
No
What are best practices response times?
Total response time - network browser and server 3 seconds
Server response time below 800ms
What is a dashboard of frequently used content with reports?
A homepage
What do you call a mapped graphic image on a homepage that are packed reports?
A gauge
What is used to measure and evaluate the effectiveness of IT service management process?
Metrics
What is a measurement of the set amount of time for task to reach a certain condition?
SLA
What do you call it when SLA is not met?
Breached
What are the three major components that power SLA?
1. SLA definition / task SLA
2. SLA workflow
3. SLA automization (business rule and schedule job)
What are the three types of SLA?
1. SLA
2. Operational level agreement (OLA) how departments work together
3. Underpinning Contract (UC) outside suppliers
What three conditions define SLA?
Start, stop and pause
What is another name for customer updates?
Customization
Multiple choice, single line text and select box are what type of elements in ServiceNow?
variable types
What is a robust ordering system for services, hardware and software and the central repository of goods and services that an IT service desk provides for users?
Service catalog
Name the five major components of service catalog
1. Record producers
2. Items
3. Variables
4. Order guides
5. Workflows
What are four items that orders from service catalog generate?
1. REQ
2. RITM
3. Catalog task
4. Assignment group
What are three service catalog best practices?
1. Define an order guide
2. Group items in order guide
3. Use questions to present item options
The workflow transition determines which activity is performed based on an evaluation of which workflow element?
Workflow condition
Which ServiceNow application automates simple or complex multi system tasks on remote servers that are normally done manually?
Orchestration

http://wiki.servicenow.com/index.php?title=Orchestration#gsc.tab=0
By default in ServiceNow, what customization are added to update sets?
Changes made to a form
What do you use to import data from various data sources and map data into ServiceNow table?
Import set
What determines the relationship between the import set table and an existing servicenow table?
Transform map
What are the three steps for using import sets and transform data?
1. Load data
2. Create transform map
3. Run transformation
What does coalescing do before transform?
Makes a field the unique key
What table is used to track changes in an update set?
sys_update_xml (Customer update table)
What four elements cannot be customized with update sets?
1. New records
2. New users and groups
3. Modified data
4. Schedules
Can hompages be added to update sets?
No, they can only be changed manually
Should you include few or many changes in one Update set?
Many
Can two update sets be merged?
yes
What is the four part sequence on the production instance to run an update set?
1. retrieve
2. preview
3. commit
4. apply
What is a form?
A form displays a single record from a table
What does one go to write the production instance to the development environment ?
System Clone > Administration > Clone targets
What is a list?
A structure that displays information from a table
Service Catalog workflow can be attached in 3 ways
1. Automatically on catalog item form
2. Automatically based on conditions
3. Automatically if no other workflows attached
What three things can send a notification?
1. Script
2. Business rule
3. Workflow
What three tables provide Data Dictionary and relationship information?
1. Sys_dictionary
2. Sys_documentation
3. Sys_db_object
What are the list interface elements?
1. Title bar
2. Breadcrumbs
3 Column headings
4. Fields
What is a field?
A cell in a table
What field type in a list is not sort-able?
Timefields
What features of ITIL are utilized by the ServiceNow Platform?
Strategy, design, transition, operations
What is contained in the banner frame that runs across the top of every ServiceNow webpage?
1. Welcome message
2. Impersonation key
3. Logout
4. Homepage
5. Print
6. Help
7. Debug
8. Global text search
9. Header Expand/collapse
In ServiceNow an application is a what?
A group of modules
The application navigator
Provides links to all applications and modules they comprise
Application filter is
a valuable way of searching applications in SN
What is the main area of SN web pages?
Content Pane
What is a breadcrumb?
A horizontal display of filter conditions showing the hierarchy of the conditions used to display a form or list results
What are the 3 ways to bring users into the SN system?
1. Through SSO and LDAP
2. Using an import set (importing users)
3. Manually enter users, manually creating users
What are the benefits of using groups?
1. Permissions and Access - simplified ability to assign permissions
2. Identifies a subset of users for role and skill assignment
3. Provide a reference for alerts and notifications
4. Email notifications
What is a role?
1. An organizational element.
2. A collection of permissions
3. A persona that is assigned to a group or single users
What are the OOTB SN roles?
System admin
ITIL
ESS
What is the high security plugin in SN?
Security_admin elevated privilege role
What is contextual security in ServiceNow?
1. protects a record based on its contents and table location
2. Data is acted upon based on the position of the information in the table hierarchy
3. Defines access control rules to any level
The CMDB application in SN does all of the following
1. Helps locate failed changes
2. Facilitate quick impact analysis
3. Increase cost saving to the business
4. Contains assets and their relationships
What are the two major record types in the ucmdb?
1. Core configuration
2. CI relationship
What is a business service map?
1. Graphically displays the configuration items that compose a business service and indicate status of those configuration items
What type of elements are multiple choice, line text, and select box?
Variable types
What is a metric?
Measures data over time
What are metric types?
1. Field value duration
2. Script calculation
What does a SN home page provide?
1. A dashboard of frequently used content
2. A personal page
3. Access to multiple homepages
4. access to other global homepages the users has the rights to view
What is a gauge?
1. A graphical, refresh-able widget viewable as a home page section
2. Created by admins or users with gauge_marker role
A record in the contract_sla table
A service level agreement
Benefits of utilizing SLAs
a. Allow an IT service desk to track if their representatives are providing a specific level of service
b. Make sure incidents are being resolved within desired amount of time
4 aspects of service level agreement
1. definition
2. task
3. automation
4. workflow
Types of SLAs in SN
1. OLA
2. UC
3. SLA
A SN KB
1. Repository for the storage and publication of important information that requires distribution within the organization
2. shared configuration documentation, policy documents, compliance documents
3.Security policy and procedures documents
How is KB populated?
1. manually
2. automatically
3. through a business rule
4. importing existing articles
5. from service catalog through a record producer
6. from an existing problem record
What is the hierarchy of the KB?
1. topic
2. Category
What is the service catalog in servicenow?
1. central repository of goods and services that an IT service desk provides for users
2. an ordering system for goods and services
3. help and training portal
An order generates a request?
True
Which role allow users to define catalog items?
Catalog_adminrole
an update set works by writing changes from tracked tables to the which customer's table?
sys_update_xml
what are the possible import sources?
1. csv
2. excel
3. xml
4. network
5. http
6. ftp
7. jdbc
what do transform maps do?
map source data to destination table
what is the task table?
a core table provided with the base system
What is UI policy?
a client side business rule
What is an UI action?
An way to put buttons, links and context menu items on forms and lists making UI more interactive, customizable and specific to user activities
Where do client scrips run?
on the client computer instead of the server
What is a business rule?
A piece of java script configured to run when a record is displayed, inserted, updated or deleted or when a table is queried
Which of the following are workflow activities?
1. aprovals
2. notifications
3. timers
4. taks
5. utilities
workflows need to be checked out before they can be edited
true
to make an new or edited workflow available to all users, it needs to be published
true
what are common OOTB places where workflows are commonly seen in servicenow
1. routine changes
2. emergency changes
3. sla
All workflows have a beginning and an end
true
How you change the sort sequence of fields or tasks?
Modify the order field
How will you approve a catalog request?
Right click request record in request list and click aprove
If a developer opens up an existing client script for code reference and the user already had selected the desired Update set but he does not want it to be captured in Update set. What will you suggest that user to do?
1. Do not click submit
2. Change the update set to default
3. Update the record if the user has selected the Default update set
Script include is a
1. Server side script
2. Reusable code
Data dictionary is used for?
Database structure
Does ESS have a role?
No
How do you enhance Homepage performance in case of gauges?
1. Turn on homepage debugging
2. Troubleshoot slow reports
3. Parallel homepage rendering
4. Homepage catching
What is true regarding tables?
You can delete the tables starting with "u_" permanently
How do you change the color of the instance?
Using navigation menu under content management
What steps will u take to load data from spreadsheet?
Load data, create transform map, transform
What is the function of data dictionary in SN?
1. To describe the database structure
2. To make the fields mandatory
3. To make a field unique
How to change Homepage Color?
CSS
Service Catalog displays:
1. Catalog items
2. Order guides
3. Record producer
Name the SLA scheduled jobs
SLA breached
How do you know which release version of servicenow you are working on?
System diagnostics > stats and check build name
update_synch attribute identifies that it should be captured in Update sets
True
What is possible via an inbound action?
send an email notification
ACL is applied on:
Table and fields table
If a split is added in a form, how many columns get created in the database?
2
Application navigation search history is stored somewhere or not?
Not
If a request is rejected, what happens?
notification is sent and sets the status to cancelled
What is NOT a valid field type (for the incident table)?
Long string
What does "installation exits" represent?
It contains details for how user will be directed once he is logged out from the instance
A transform map is a set of field maps that determine the relationships between fields in an import set and fields in an export set
False
What is the purpose of a ServiceNow workflow?
To create workflows to drive "request" fulfillment. Workflows can generate and assign approvals, generate and assign tasks, or run scrips and sub flows
The main ui is divided into what three sections
Banner frame, application navigator and content frame
What are the 5 ways you can search in servicenow
Lists, global text search, knowledge base, navigation filter, live feed
T or F searches are case sensitive
False
What's the name of text indexing search engine
Zing
Where would you change banner color and other colors?
System properties > CSS
What does a form display?
Display information from a record
What does the list editor do?
It allows you to update the record without having to into a form
What is a sys_id?
It is a unique 32 character globally unique id used to identify a record; so, when you send someone an incident link ... The sysid is within the link
What does the search term !*search do
Means does not contain
What does !=search do
Does not equal
What happens to the gear icon once you've made changes?
A dot appears in the 4 o clock area of the gear. it means you have customized the columns in your list
What does the gear in list view allow you to do.
It's a slush bucket that allows you to add or remove columns just from your view
How does a sys admin set list layout view globally?
Go to the list and right click; select personalize and list layout
T or false: resetting the list layout globally will over ride personal preferences?
False; not out of the box. You can probably blow away a database record to do that
How do you edit a form?
Go to a form, right click and select personalize form
What does the light red form field indicator mean?
A requires field that has a saved value
What does the light green form field indicator mean?
Means the field has been modified; to retain you have to click save
What does the orange form field indicator mean?
Read only data that is not editable on this form
What does the red form field indicator mean?
Its a required field that requires a value
What iOS versions are supported for sn?
iOS 6
What version of droid is supported?
Android 4.0
How do you get to the mobile and tablet version of sn?
Go to your instance and add the following to the end $m.do ... $tablet.do

... e.g., name.service-now.com/$m.do
What functionality do you get from the mobile version of sn?
Application navigator, labels and favorites, list and forms
What do plugins do?
They provide additional optional functionality
How do you get to plugins?
Search the navigator for plugins and activate them
What is a user
It's one record stored in the user [sys_user] table
What form can a user see their user record
My profile
How are users brought into sn? Both account and authentication
Manually in sn, ldap or sso
What type of connection does sn make to LDAP?
A read only connection
What is a group?
One record stored in the sys_user_group table; and, it's a collection of users who share a common purpose
Why would you create a group?
To assign permissions, identify a subset of skills for skills assignment, provide a reference for alerts
What is a role?
It is one record in the sys_user_role table; and, it's a persona that is assigned to a group or person, i.e., grant access and assign security controls
What are the SN provided roles?
System administrator, fulfiller, requester, approvers
What died the ess requester have access to?
Users can submit requests and manage their own requests, access public pages, take surveys, and use live feed and chat
What is a delegate?
Another user designated to receive and interact with approvals and tasks assigned
How do you toggle tabs in a form?
By clicking on the toggle tabs icon
What's considered best practice when it comes to assigning roles?
Give it to the group
What type of db is sn built on?
MySQL
What does a db table contain?
Fields
What are the two most commonly used core tables?
Task [task] and Configuration item [cmdb_ci]
What are the 5 most common extended tables off of task?
Incident, problem, change_request, sc_request, sc_req_item
What are the 3 most common extended tables off of cmdb
Sys_user, sys_user_group, kb_knowledge
Where can you get a list of existing tables, with column, column attributes and indexes?
Tables & Columns
Tables & Columns
To view the schema map
Aside from viewing the schema map ... What else can you do in tables & columns module?
Create a new table or edit an existing table, create a new application or browse existing applications, delete all records from a table
Who has access to schema maps and tables and column module?
Only administrators
What are three examples of one to many db?
Reference fields (caller id can be pulled from many in user table); glide list (multiple records from a table like watch list can have multiple users); document field id
What is an extended table?
It's a table that includes all the entries from the parent table and unique values
What related tables does the schema map show?
Class extension or reference
On the schema map, boxes that have green or blue bars are what?
Have been extended
Tables that have red bars in the schema map are what?
Referenced tables
What's in the data dictionary table?
It defines every table and field in the system. It contains information about a field's data type, character limit, default value, dependency and other attributes
How does the field type collection behave?
It's the control record of the table and determines whether the table will be audited, default sorting, attributes of table and how it will behave when it is a reference field
What db field stores the record number?
Sys_number
What tables can't be deleted?
Base tables, e.g., task, cmdb_ci
What is the app creator?
It allows citizen developers to create apps
What else happens When you make an application inactive?
All associated menus, modules, and ACLs are set inactive
What does order guide refer to in service catalog?
Bundled requests
Applications and modules are loaded base on
Roles
Which setting allows the user to view knowledge articles without logging in?
ESS Role
If the system administrator wants to modify the homepage, which of the following links on the page indicates that this can be done?
Change layout
Jelly scripting is used in which of the following?
1. UI macros
2. Content management system
Scheduled jobs can be captured in update sets
True
We can trigger an email notification using Client script
False
Which are ways to apply approval in servicenow?
1. aproval rules
2. Workflow
3. Process guides
Filter are defined with the following attributes in servicenow
Field name, operator and values
If prefix of incident needs to be changed, where should you refer?
System definition > number maintenance
Which setting allows the user to view knowledge articles without logging in?
ESS Role
What is a tool that will autopopulate the CMDB about your Windows computer?
Help the helpdesk
___________Receives notification, meeting invites on behalf of another user
Delegate
DB name for custom table
u_tbl
What does gs.print ("Hello World") will do?
it will write to the text log on the file system but not to the sys_log table in the database
Contextual security_question on hierarchy
Generic to specific
If workflow is not published, only checked out will be captured in update sets
False
Kb articles are referred in which modules?
News
How do you define a workflow?
properties, activities, publish it
shortcut to approve a service request
My request, email
How do you modify the field behavior?
Right click > personalize > dictionary
jelly scripting is used in which of the following?
UI macros and content management system
What table is used to store SLA's
task_sla
SLA, OLA and UC are configured in which module?
SLM
Workflow editor and service catalog differs in approval methodology
true
What is the name of the database Servicenow is built on?
MySQL
Where can you access the MySQL database?
The Servicenow Graphical User Interface (GUI)
What do Tables contain?
Data = Records (Rows) and Fields
What do Fields consist of?
Individual pieces of data in a record
How can fields be modified?
By using the Record List Editor or using a form
What are reference fields identified with?
The reference lookup icon and/or reference icon
What are the tools available to Administrators to view and modify the database structure?
Table Module, Tables & Columns Module, Schema Map and System Directory
What is a Table Module?
A list of all tables in the database
What is a Tables & Column Module?
A list of all existing tables with columns and column attributes
What is a Schema Map?
A graphical representation of table relationships
What is a System Dictionary?
AKA the data dictionary table, dictionary entry contains additional information that defines database elements
To view the list of tables, navigate to:
System Definition > Tables
Where can administrators browse available tables and columns?
The tables & columns module
What are the Key Commonly Used Tables?
Task, Configuration Item,User, Group and Knowledge
What is a Task [task]?
It is a table for storing records that represent work
What does the table for a Configuration Item look like?
cmdb_ci
What does the Configuration Item table extended for a computer look like?
cmdb_ci_computer
Name the ways tables can be related to each other?
-One-to-many
-Many-to-many
-Extensions
-Database Views
An extended table includes unique fields plus what?
All of the fields from the parent table
What are the "One-to-Many" relationship fields?
Reference Fields. Glide List, and Document ID Fields
What are Reference Fields?
They allow a user to select a record on a table defined by the reference field.
What is a Glide List?
This allows a user to select multiple records on a table defined by the glide list
What are Document ID Fields?
These allow a user to select a record on any table in the instance
What is meant by a Many-to-Many relationship?
Two tables can be related in a bi-directional relationship, so that the related records are visible from both tables in a related list
What are Database Views?
Two tables can be joined virtually using the Database Views Plugin to allow for reporting on data that might be stored in more than one table
What is a User?
A User is one record stored in the User Table
Where can a user go to view their own profile?
Self Service>My Profile
How are Users Brought in?
Manually, LDAP, Single Sign on (SSO)
What is Lightweight Directory Access Protocol (LDAP)?
It's an application protocol for accessing and maintaining distributed directory information services over an IP Network. It is also used to automate administrative tasks such as user creation and role assignment.
What is meant by SSO?
Also known as external authentication, it's an integration that enables a user to log in once and gain access to the resources of multiple software systems without being prompted to log in again.
What is Employee Self Service (ESS)?
These users are pre-authenticated and do not have to enter a username and password again. The are directed to their ServiceNow instance.
What is Data Population?
Allows one to quickly and easily populate Servicenow with user records from an existing LDAP database.
What is Authentication mean?
Users can utilize the same credentials for the ServiceNow application that they use for other internal resources on a company domain.
ServiceNow can integrate with any solution that uses one of the following techniques:
-Unencrypted HTTP Header
-Digest Token Authentication
-SAML 1.1 Browser POST Profile
-SAML 2.0 Web Browser SSO Profile
-Stateless Open ID with signature verification
Define a Group?
One record stored in the Group Table. It is also a collection of users who share a common purpose.
What are some examples of Groups?
-Training Group
-Service Desk
-Chat Support
What is Assignment Lookup Rules?
Assigns incidents to users or groups based on Category, Sub Category, Location, or Configuration items.
The fields used to determine the assignment, when referring to Assignment Lookup Rules, can be amended using:
System Policy > Data Lookup Definitions
What is an Assignment?
Assigns tasks to users or groups based on conditions or scripts.
As a best practice, when applying task assignment:
Assign tasks to groups instead of users
What is a Role?
-A persona that is assigned to a group or a single user
-A collection of permissions used to grant access to applications and other parts of the system as well as assign security controls.
What is a System Administrator role?
Has all roles and access to all system features, functions, and data, regardless of security constraints.
Who can grant privileges to become a Specialized Administrator?
The System Administrator
What is the Specialized Administrator roles also referred to as?
Delegated Admins.
What is the role of a Fulfiller (ITIL)?
These users have clearly defined paths and workflows in the system and have one or more roles.
A Requester is also known as a what?
An end user or Employee Self Service (ESS)
What actions can Approvers perform?
All requester actions and view or modify requests directed to the approver.
What is a Delegate?
Another user in the instance designated to receive and interact with approvals and tasks assigned or sent to you.
What is a Role Delegation Plugin?
It is where an administrator can grant a user the right to delegate roles within a particular group.
What does a Role inherit?
All permissions of any other roles it includes.
What do all the Roles at the top of the hierarchy inherit?
The permissions of all of the roles below it.
If a new Role is created in the hierarchy, who is granted the Role?
The System Administrator is automatically granted the role.
It is best practice to NOT map roles directly to whom?
Users
What is the preferred method of assigning roles to users?
Add users to groups that have been assigned the desired roles.
What governs access to applications and modules?
Roles
What are the four areas of the primary UI?
Banner Frame, Edge, Application Navigator and Content Frame
What runs across the top of every page and contains a logo and global navigational controls?
The Banner Frame
What allows you to create and customize bookmarks, toggle screen views, display tagged documents, and view a live feed flyout?
The Edge
What provides links to all application menus and modules?
The Application Navigator
What displays information such as lists, forms, homepages, knowledge bas and service catalog?
The Content Frame
Name the various tools and controls contained in the banner frame?
Welcome Message, Impersonation Icon, Elevated Privileges, Global Text Search, Collapse/Expand Banner, Logout, and System Menu Gear
What part of the banner frame shows the name of the current user and provides a link to the user's profile?
The Welcome Message
What allows the administrator to switch user views without logging out?
The Impersonation Icon
What screen element in the banner frame, that is "Administrators Only", is used for testing security and role-specific setup functions?
The Impersonation Icon
This allows the user to elevate to a higher security role when needed then return to thier normal role?
Elevated Privileges
What are two "Administrators Only" controls used in the banner frame?
Impersonation Icon and Elevated Privileges
What banner frame control searches for text in multiple applications?
Global Text Search
This alters the amount of space the banner frame occupies?
Collape/Expand Banner
What screen element in the banner frame returns the user to the welcome page for subsequent logins?
Logout
What are the actions associated with the System Menu Gear?
Access Homepages, Use the Application Picker, Select Update Sets, Change Themes, Configure Displays of Lists and Forms, Modify Time Zone Settings, and Enable Split Layout
What is the difference between the System Gear Icon and the System Menu Gear?
They are the same
What happens when you click on the "Printer Friendly Version" Hyperlink while in the System Gear Icon Menu?
It loads the content frame into a new window
This allows you to create and customize bookmarks, toggle screen views, and display tagged documents?
The Edge
What screen element allows you to display your instance homepage?
The Edge
What organizes and provides links to all the applications and modules you have access to in ServiceNow?
The Application Navigator
What screen element is used by administrators to customize which applications are available to users?
The Application Navigator
What is used to quickly access application menus and modules?
The Type Filter Text
What is used to toggle between showing only the favorite modules and showing all modules?
The Filter Favorite Icon
What must you use at the end of URL to simulate a mobile environment on your desktop/laptop browser?
$m.do
What should you type in at the end of the URL to return to the standard browser interface?
navpage.do
What must you use at the end of URL to simulate a tablet environment on your PC browser?
$tablet.do
Where are changes made to allow changing header bar color across an instance, globally?
CSS Properties
Displayed information from a data table, organized in sortable columns is known as:
Lists
These are used to display information from a record in a data table.
Forms
What is a List?
An information format that displays content from a table.
What is a Table?
A database element. It also organizes data by rows (records) and columns (fields)
What is a Record?
One set of table fields
What is a Field?
A cell in a table (the intersection of a row and a column)
What is a unique 32 character Globally Unique ID (GUID) used to identify a record?
sys_id
What allows field values to be changed without having to access a form?
The List Editor
Name the three types of List Controls?
Column Control, Record Control and List Control
What is a View?
A saved version of a customized form or list which defines the layout order and what fields appear on the form or list.
System administrators can create and use different views in a Incident for who?
ESS user, ITIL user and Mobile user
When switching views, this submits the form , which saves all changes and triggers what?
Any Onsubmit Client Scripts
When using the slushbucket to add or remove fields from a list, what two columns are used to perform this action?
The Available Items and the Selected Items
What is the Personalized List Gear used for?
To display the slushbucket used to personalize your individual list
What does it mean when you see a small blue dot on the Personalized List Gear Icon?
It lets you know that the list has been modified and it no longer matches the default
When a individual user personalizes a list, It Does or Does Not affect the system default?
Does Not
As a systems administrator, if you have personalized your list layout using the list mechanic, what needs to be done before you can apply global changes?
Reset the column defaults
What are Breadcrumbs?
A hierarchical filter list of conditions
In the smart filter condition builder, what are the three elements of a filter?
Field, Operator, Value
When applying a saved filter, what breadcrumb would you use?
List Control Menu>Filters>your_saved_filter_name
What is a Form?
It displays fields from one record
What two ways can you directly load a form?
-Searching an incident number in the Global Text Search
-Clicking in a List
What are field status indicators?
A colored asterisk that may appear to the left of the mandatory fields
What color is the field status indicator when a required field is Unpopulated?
Red
What color is the field status indicator when a required field that contains data but has not been saved: It's referred to as Populated - Unsaved?
Light Red
What color is the field status indicator when a required field for which a value has been saved: It is referred to as Populated - Saved?
Grey
When configuring form fields, what breadcrumb do you follow?
Configure>Form layout
What is Submit?
To save changes on a new form and return to the previously viewed page
What is Update?
To save changes on an existing record and return to the previously viewed page
What is Save?
To save changes without leaving form view
What is Insert?
Saves a new record to the data base instead of updating the current item. It also makes a copy and leaves the form.
What is Insert and Stay?
Saves a new record to the data base instead of updating the current item. It also makes a copy and stays on the form.
Tags can be created on a List or a form. Name these tags.
Standard, Most Active, Most Recent, Most Active Record, Most Recent Record
What are Wildcards?
A symbol to represent zero or more characters
What is phrase searches?
Find a phrase with multiple terms
What are Boolean Operators?
Refined searches with operators such as AND and OR
What are attachment searches?
Searches in files that are attached to records
What are International Character Sets?
Searches with any Unicode characters
What is the name of the Servicenow search engine?
Zing
What are the names of the Wildcard Search Syntaxes
mySearchTerm, mysearchterm%, %mysearchterm, !mysearchterm, =mysearchterm, !=mysearchterm, mysearchterm
What does *mySearchTerm mean?
Does a search CONTAINS
What does mysearchterm% mean?
Does a search STARTS WITH
What does %mysearchterm mean?
Does a search ENDS WITH
What does !*mysearchterm mean?
Does a search DOES NOT CONTAIN
What does =mysearchterm mean?
Does a search EQUALS
What does !=mysearchterm mean?
Does a search NOT EQUALS
What does mysearchterm mean?
GREATER THAN OR EQUAL TO
what are the two ways to define a record producer
-from the service catalog
-from the table record
what is a record producer
A record producer is a specific type of catalog item that allows end users to create task-based records (such as incident records) from the service catalog. Record producers provide a simplified alternative to the regular ServiceNow form interface for creating records.
Users with access to the security_admin role can
-Create ACL rules to secure new objects
-Update existing ACL rules to grant or deny users access to objects based on their business requirements
-Debug ACL rules to determine why users cannot access certain objects
------------------------------------- calgary update ----
You can create ACL rules for processors.
You can create ACL rules for client-callable script includes.
What does ECC Stand for?
The External Communication Channel (ECC) Queue is simply a database table, just like any other database table in the system (see the example record below). However, unlike the other tables in the system, the ECC Queue is normally queried, updated, and inserted into by other systems.
In ServiceNow what is an Application
An application is a group of modules, or pages, that provide related information and functionality in a ServiceNow instance. For example, the Incident application contains modules for creating and viewing incidents; the Configuration Management application contains modules for configuring servers, databases, and networks.
The four applications of ITIL service desk are:
Incident, Problem, Change, Service Catalog.
What is concerned with the Incident Application:
Incident process aims to restore normal service operation as quickly as possible and minimize the adverse impact on business operations. This ensures that the best possible levels of service quality and availability are maintained.
What is concerned with the Problem Application:
Problem diagnoses the underlying cause of the incidents identified by the Service Desk. It arranges for correcting
errors in the IT infrastructure and performs proactive problem prevention.
What is concerned with the Change Application:
Change process ensures that standardized methods and procedures are used for efficient and prompt handling
of all changes to minimize the impact of change related incidents on service quality.
What is concerned with the Service Catalog application:
Service Catalog application is a way for customers to order pre-defined, bundled goods and services from your
IT organization or other departments. It offers a consistent and intuitive online ordering experience with as much
flexibility as you need.
Name the List interface four main elements
Title bar
Breadcrumbs
Column headings
Fields
In some lists a clock may appear, what does it indicate
A response time indicator (ResponseClock.png) may appear at the bottom right of some lists to indicate the processing time required to display the list.
What are Hierarchical Lists
Lists may be hierarchical—they may have sublists that can be accessed in list view. Hierarchical lists allow users to view related information directly from a list without navigating to a form. Depending on your setup, certain lists may be hierarchical.
To expand or collapse the related lists on a record in a hierarchical list, click the arrow (Arrow.png) beside the reference icon.
what are Embedded Lists?
Some lists may be embedded in forms. Changes to embedded lists are saved when the form is saved
what sort of thing can groups do
Approve change requests, have incidents assigned to them, receive e-mail notifications, performing work order tasks
What roll is needed to allow row personalization
personalize_form
What roll is needed to personalise the columns in any list (apart from the administration rule)
personalize_list. With it you can add, remove or re-order columns in a list.
What sort of options offers Form -> Personalize -> List Control
Related List, Omit new button, Omit edit button.List edit type {Save immediately, Disable list editing}
What is a UI Policy
UI Policy offers an easy and powerful alternative to Client Scripts to dynamically change information on a form based on the content of the form. This helps organizations easily define custom process flows for tasks to meet their needs.
For example, you could create a UI Policy to implement the following: If the Incident state changes to Resolved, do the following:
• Make a Close Notes field mandatory
• Hide the Opened at and Opened by fields
• Make the Priority, Severity and Urgency fields read-only
• Run client script that pops an alert box
What are UI Actions
UI Actions are an easy way to put buttons, links, and context menu items on forms and lists, making the UI more interactive,
customizable, and specific to user activities. These buttons, links, and context menu items can be scripted, making them more
powerful.
UI Actions include:
• Form buttons
• Form context menu items (right-click the header)
• Form links (navigation link at the bottom of a form)
• List buttons
• List context menu items (right-click a record)
• List choices (at the bottom of a list)
A single UI Action can provide any or all of these. UI Actions are found by navigating to System Definition > UI Actions.
What are the 5 major components that work together to power the Service Level Agreements
-SLA Definition: the record which defines the conditions that trigger the SLA.
-Task SLA: the individual instances of the SLAs associated with particular tasks.
-SLA Workflow: the workflow which powers events or actions based on the SLA definition.
-SLA Automation: the business rule and scheduled job that automate the SLA.
-SLA Conditions and Script Include: a script include and reference record that can be used to customize the transitions between different SLA states.
Describe the SLA Definition
The SLA [contract_sla] table contains the definitions of SLAs, which determine when and how they track time on tasks.
SLAs are defined by three sets of conditions:

Start Conditions
Pause Conditions
Stop Conditions

When the start conditions are met, the SLA begins timing towards the defined duration. When the pause conditions are met, the SLA pauses its timing. When the Stop conditions are met, the SLA stops timing and determines whether the SLA was Achieved or Breached.
Self-Service
Application available to all users
ESS
Default OOB user role (not actually a role - Applies anytime a role is left blank)
ITIL
Default OOB IT Staff role. Has elevated rights to view detailed information on applications such as Incident, Change, Problem.
admin
The be all end all OOB role
security_admin
The role granted when an admin chooses to elevate their privileges. Part of the High Security Plugin. This allows the admin (or user) to modify the ACL rules.
List
Displays information from a data table. Users can search, sort, filter and edit data in lists.
List Interface Elements
Title Bar, Breadcrumbs, Column headings, fields
Field
An individual piece of data. A single cell in a table.
timefields
The only field type in a list that is not sortable
Power Edge Toolbar
The gray toolbar that runs along the right hand side of the screen. This toolbar allows you to add bookmarks.
Bookmark
On the Power Edge Tool. An item that is added to the toolbar by dragging the module to the toolbar and releasing it. This allows you to quickly access the item
ITIL
Strategy, Design, Transition, Operations. These are ____ items that are utilized by ServiceNow.
Banner
Runs a long the top of the page.
Welcome Message
Contained within the banner frame. Displays a custom message.
Impersonation Key
Displayed in the Banner Frame. Allows an admin (or someone with the proper elevated role) to see ServiceNow as another user would see it.
Logout
Displayed on the Banner Frame. Allows a user to end their session so another user can login.
Homepage
Displayed on the banner frame. Small house shaped icon that takes a user to a page with gadges and such. Can be customized by users with a role that has been given write rights.
Print
Displayed on the banner frame. Allows the user to create a paper copy of the page open in the Content Pane
Help
Displayed on the banner frame. A link to assist the customer. Takes them to wiki.service-now.com OOB
Debug
Displayed on the banner frame. Allows developers to detect issues with scripts or the function of the system.
Global Text Search
Displayed on the banner frame. In the top right hand corner. Brings back all records related to a specific term as entered by the user.
Header Expand and Collapse
Displayed on the banner frame. Allows the user to display the banner frame or hide it.
Application Menu
A group of modules or an organization element in ServiceNow.
Application
Represent packaged solutions for delivering services and managing business processes. OOB examples include: Incident, Problem, Change. Custom ones can be created by administrators
Application Menu Module
Provides links to all non-mobile applications and the modules contained within.
Application (Mobile)
Provides links to all mobile applications and the modules contained within.
Filter Text
Box on the top of the application menu list that allows you to quickly search through all available applications and modules in the menu.
True
True or False; you can use the Filter Text to open up all tables that you ACL's allow you to. Example incident.list or incident.form
ServiceNow
ITSM tool built on Web 2.0, SaaS, ITIL v3, PaaS, and IT 3.0. It's significantly different from it's competitors in that it's applications are built on a single platform. Also java based and users tomcat on linux
SaaS
Software as a Service
ITIL v3
Information Technology Infrastructure Library
PaaS
Platform as a Service
Content Pane
Main area in the ServiceNow website (default)
CMS
Content Management System; module that allows for customization through html & CSS
Single Sign-on, LDAP, Import Set, Manual Creation
Ways to bring user records into ServiceNow
Group
A set of users who share a common purpose. This allows simplified assignment of roles [permissions and access], identifies a subset of users for a role or skill assignment, allows for assignment of tasks, and email notifications.
Role
A category that can be assigned to a group or user and can be granted access to particular parts of the system.
Adding Group Membership
Action: Open a user Record, click Group, click Edit, locate the group in the collection list, click add and save.
Adding Users to Group
Action: Open Group Record, click Group Members Related Lists, click edit, locate all users for the group, click add and save.
Related Lists
Display records in another table that have a relationship to the current record.
Form
Displays information from one record in a data table.
Personalize Form
Action: Right click in the header at the top of the form, go to Personalize then Form Layout
Personalize List
Action: Right click on the header of the list, go to Personalize, then list layout.
Personalize Label
Lets you define the label on the field
Personalize Dictionary
Brings you to the dictionary entry for the field on the table. Allows for read/write roles, dependencies(on other fields), length, dynamic creation, default values, attributes, and reference qualifiers. Can also make the field mandatory or read-only.
Personalize Styles
Lets you edit the style of the fields. This can include background color, font color/weight, etc.
Personalize Security
Brings up a box to define specific ACL rules (write/read/etc) based on role
Show Security Rules
Shows all Security ACL/Rules related to this field
Create Table
Action: To to Tables & Columns, select Create Table.
Extend a Table
This allows one table to share information from a parent table. Example: Incident table is the child table of Task
Gauges
Defined in reports. This allows a report to be places on a homepage.
System Diagnostics > Stats
How do you view your instance version information?
System Diagnostics > Upgrade History
How do you view your instance's upgrade history?
A for loop is a programming language statement which allows code to be repeatedly executed
True
A while loop is a control flow statement that allows code to be executed repeatedly based on a given Boolean condition?
True
An if statement is a conditional statement used in programming?
True
Are update sets optional for ServiceNow development?
They are optional, but suggested to use
Can ServiceNow customers create their own plugins?
No
Can you export a Microsoft Project out of PPM?
No
Can you find the phone number for ServiceNow support in the ServiceNow Wiki?
Yes
Can you have variables in an Incident record?
Yes, if the incident was created from a Record Producer
Can you report a Microsoft Project into PPM?
Yes
Do you install a midserver service?
Yes
Who is the creator of www.servicenowlite.com?
Mike Kaufman
does a company need an email account to send outbound emails from ServiceNow?
No, ServiceNow provides one, it is optional to have a company email account.
Does ServiceNow have multiple datacenters?
Yes
Does ServiceNow use a unique, 32-character identifier called a sys_id that is used to identify each record in ServiceNow?
Yes, referred to as guid or sys_id
How can you adjust the size of a field or form?
dictionary > Max Length
How do you activate a plugin?
Left Nav Bar > System Definition > Plugins > Pick Plugin > Activate
How do you add activities (filtered) to a form that doesn't have it listed?
Left Nav > System UI > Formatters and add New, enter data and activity.xml for Formatter. Add "Activities (filtered)" to the form.
How do you add Reminders functionality?
On a form > Right-click header bar > Personalize > Related Lists > Reminder - Task > Click Save
How do you adjust a user's rights?
Roles
How do you adjust buttons?
UI Actions
How do you backup your own code?
Update sets > Export to xml
How do you call a variable in a record producer?
producer.<variable_name>
How do you call a variable in a Requested Item?
current.variables.<variable_name>
How do you capture customizations made to a ServiceNow instance to move to another ServiceNow instance?
Update set
How do you change the design of the login page?
Welcome Page
How do you change the banner text?
My Company or System Properties
How do you change the color scheme?
CSS or UI Color Layout
Describe the components of the company profile.
...
Identify the steps to set up and/or maintain a user
...
Given a scenario, troubleshoot common user access and visibility issues
...
Distinguish between the various UI settings that an administrator controls
...
Explain the various organization security options
...
Describe the features and capabilities of the Salesforce sharing model
...
Given a scenario, apply the appropriate security controls
...
Describe the various settings and permissions a profile controls
...
Given a scenario, determine the appropriate use of a custom profile
...
1. What should a system administrator use to disable access to a custom application for a group of users?
A. Profiles
B. Sharing rules
C. Web tabs
D. Page layouts
A
Universal Containers needs to track the manufacturer and model for specific car companies. How can the system administrator ensure that the manufacturer selected influences the values available for the model?
A. Create the manufacturer field as a dependent picklist and the model as a controlling picklist.
B. Create a lookup field from the manufacturer object to the model object.
C. Create the manufacturer field as a controlling picklist and the model as a dependent picklist.
D. Create a multi-select picklist field that includes both manufacturers and models.
C
Sales representatives at Universal Containers need assistance from product managers when selling certain products. Product managers do not have access to opportunities, but need to gain access when they are assisting with a specific deal. How can a system administrator accomplish this?
A. Notify the product manager using opportunity update reminders.
B. Enable opportunity teams and allow users to add the product manager.
C. Use similar opportunities to show opportunities related to the product manager.
D. Enable account teams and allow users to add the product manager.
B
What should a system administrator consider before importing a set of records into Salesforce? (There are two correct answers.)
A. The import file should include a record owner for each record.
B. Currency field values will default to the personal currency of the record owner.
C. Data should be de-duplicated in the import file prior to import.
D. Validation rules are not triggered when importing data using the import wizard.
A, C
Which statement about custom summary formulas in reports is true? (There are two correct answers.)
A. Reports can be grouped by a custom summary formula result.
B. Custom summary formulas can reference a formula field within a report.
C. Custom summary formulas can reference another custom summary formula.
D. Custom summary formulas can be used in a report built from a custom report type.
BD
What does the Customize Application permission setting allow?

A. To modify custom picklist values.
B. To create article types.
C. To create a new user.
D. To edit contract settings.
D
Which areas are calculated for the Health Check score?
Choose 2 answers

A. Session Setting
B. Profiles and Permissions assigned
C. Password Policy
D. Number of users
E. Login attempts
AC
What is true regarding the new Data Loader?

A. It works with all legacy security protocol.
B. It supports Web Server OAuth Authentication for Windows or Mac.
C. It has a new column flagging duplicate files.
D. It has downloadable add-ons published through the AppExchange.
B
What object types is Work Orders object associated with?
Choose 2 answers

A. Leads
B. Products
C. Cases
D. Service Contracts
E. Milestones
CD
What key user access data is included in login forensics?

A. Who logged in more than the average number of times.
B. Who logged in from a new browser more than once in a day.
C. Who logged in during business hours.
D. Who logged in more than the number set in the profile.
A
Describe an enhancement to Chatter posts.
Choose 3 answers

A. A user can format a Chatter post using the rich text editor.
B. A user can view a post they have muted from the Muted filter.
C. A user can mute all future posts from a specific user in a group.
D. A user can view a list of people who have muted the same post.
E. A user can mute a post so that it no longer appears on their Chatter feed.
ABE
What is an enhancement to working with records in Chatter Groups?
Choose 2 answers

A. When a group is @mentioned on a record, that record becomes a Group Record.
B. Group Records are visible to all members of that group.
C. Group Records are displayed in the groups related lists.
D.When a record is @mentioned on a group, that record becomes a Group Record.
AC
What is an enhancement to Salesforce Files?
Choose 2 answers

A. A file owner can freeze a file to prevent additional shares of the file.
B. An administrator can control whether users can upload files from Salesforce.
C. A user can upload files from the Files related list on standard objects only.
D. An administrator can control whether users can upload files from their computer.
AB
By default ,which Users have access to Lightning Experience Once it has been enabled?

A. All users in the Salesforce Organization.
B. All users with Standard Salesforce profiles.
C. Only users with the System Administrator profile.
D. Only users with the Sales User permission.
B
In a Salesforce organization using state and country picklists, what feature allows a Lightning Experience user to choose the correct address when entering information in a standard address field?

A. Lookups for standard address fields.
B. Auto-completion for standard address fields.
C. Auto-completion for custom address fields.
D. Contact lookup for address fields on custom objects.
B
What is an enhancement to Process Builder?
Choose 2 answers

A. More than one schedule can be enabled for a single action.
B. Administrators receive a fault email when a process fails due to user inactivity.
C. Process criteria can be evaluated at a specific time of day.
D. Administrators receive an email when a process completes successfully.
AB
What action types are supported with Lightning Process Builder? (Choose 2 answers)

A. Post to Chatter
B. Create a Record
C. Create a Field
D. Outbound Message
AB
An administrator has set up matching rules to identify potential duplicates of contact records created by sales users.

What type of rule determines what can be done with the duplicate records that are identified by Salesforce?

A. Matching rule
B. Workflow rule
C. Duplicate rule
D. Assignment rule
C
What actions can a user perform on an existing Chatter post? (Choose 2 answers)

A. Create a new opportunity
B. Create a new task
C. Add a poll
D. Add a topic
BD
What is a capability of sharing using the Manager Groups feature? (Choose 2 answers)

A. Users can share records up or down their management chain.
B. Users can add Manager Groups to other groups for sharing purposes.
C. Users with any Salesforce license type can be included in a Manager Group.
D. Users can share records with the Manager Group through manual sharing.
AD
What is a true statement about the Analytics Cloud? (Choose 3 answers)

A. It requires installation of a managed package.
B. It consumes structured, semi-structured, and unstructured data.
C. It analyses data from Salesforce and external sources.
D. It synchronizes with Salesforce reporting.
E. It is accessible on iOS mobile devices.
BCE
What is a capability of report notifications? (Choose 2 answers)

A. Users can subscribe to reports and set the notification criteria.
B. Users can configure automatic report notifications for public groups.
C. Users can schedule report notifications for their subordinates.
D. Users can schedule how often notifications are sent for each report.
AD
How can an administrator make the Manager Groups feature available for use?

A. Enable Manager Groups under Organization-Wide Defaults.
B. Create an unlisted Chatter group for managers.
C. Add the Manager Groups permission to selected profiles.
D. Enter a request for Salesforce to enable Manager Groups.
A
What is capability of Collaborative Forecasts? (choose 2 answers)

A. Display overlay splits in the forecast
B. Manually share forecast data with other users
C. Forecast on custom opportunity currency fields
D. Forecast using custom fiscal years
AC
Where can administrators view system status and system maintenance information? (choose 2 answers)

A. Scheduled Maintenance in SalesforceA
B. trust.salesforce.com
C. maintenance.salesforce.com
D. Today app in Salesforce1
AB
What is a feature of unlisted groups in Chatter? (choose 2 answers)

A. Members of an unlisted group can view the group in list views and search results
B. Users with the Manage Unlisted Groups permission can access unlisted groups
C. Users with the Modify All Data permission can access unlisted groups
D. Users can ask for permission to join unlisted groups
AB
What is a capability of Advanced Setup search? (choose 2 answers)

A. See which object an item is associated with in the Setup search results
B. Search for a specific file stored in the Shared Documents folder
C. Bookmark specific items listed in the Setup search results
D. Search for individual Setup items, such as workflow rules, by name
AD
What can users do with Chatter Questions? (choose 2 answers)

A. Select the best answer to a Chatter Question they posted
B. Post a Chatter Question to their followers or a group
C. Vote on the most helpful answer to any Chatter Question
D. Edit answers posted in response to a Chatter Question
BC
What can users do in a community built with Community Templates? (choose 2 answers)

A. Start discussions without logging in to the community
B. Search knowledge articles without logging in to the community
C. Create cases without logging in to the community, using Web-to-Case
D. Send each other private messages without logging in to the community
BC
________ _______ —These are objects included with Salesforce, by default, for example the objects used to store data in standard tabs such as accounts, contacts, or opportunities.
Standard Objects
An______ _____ (called _ _) to every object, and manages the identity data in every record. This ________ _______ usually comes in a 15-character case sensitive form, which you may have already seen while using the platform.
Identity Field
________ _______ —These are new objects you create to store information unique to your organization. ________ _______ extend the functionality that standard objects provide. For example, if you're building an app to track product inventory, you can create ________ _______ called Merchandise and Invoices, as shown in the figure below.
Custom Objects
All objects have a number of read-only system fields automatically associated with them. The ID field, discussed above, is one such _____. Others include:
CreatedDate—the Date and time when the object was created
CreatedById—the ID of the User who created the object
LastModifiedById—the ID of the User who last modified the object
LastModifiedDate—the date and time when the object was last modified by a user
SystemModStamp—the date and time when the object was last modified by a user or process, such as a trigger
The database automatically assigns values to these fields when an object is created or modified.
System Fields
The _____ ______ of an object is a required field that has a special place in the life of the object. The record name is intended as a human-readable identifier for a record. It's not required to be a unique identifier, but it is supposed to be the primary way users distinguish one record from another. In the automatically generated user interfaces, you'll see that the value for the name is always displayed as a link to the record itself, to its own detail page.

A name can be one of two types: a text string or an auto-number field. For an auto-number field, you must specify the format for the field and the starting number. Auto number fields increment by one each time a record is created.
Name Field
You can define _____ ______, either to extend the functionality of a standard object, or when creating new custom objects. All fields in an object must be defined as a particular data type.
custom fields
a system-generated read-only sequence number, analogous to the SQL identity type. These fields can be used to provide a unique ID that is independent of the internal object ID. These fields are not used in creating object relationships.
Auto Number
Checkbox
for representing Boolean data.
For representing dates or date and time combinations.
Date or date/time
for representing real numbers, with optional decimal points.
number
Format-validated email, phone and URL string representations.
Email, Phone and URL
Represent values from a list.
Picklist and Multi-Select Picklists
for representing text of various lengths.
Text and Text Areas
a formatted number type, with optional multi-currency support.
Currency
a read-only field holding data generated from a formula expression.
Formula
allows you to identify locations by their latitude and longitude and calculate distances between locations.
Geolocation
This creates a relationship that links one object to another object. The relationship field allows you to navigate from records in one object to the related records in another object (both visually, and programmatically). Lookup relationships can be used to create one-to-one and one-to-many relationships.
Lookup
This creates a special type of relationship between two objects (the child, or "detail") and another object (the parent, or "master"). Master-detail relationships can be used whenever there is a tight binding between two objects. For example, consider a blog and blog posts. If the blog is deleted, the blog posts should go too. They can also be used to create many-many relationships.
Master-Detail
Here is a partial list of features available with all objects.
Formulas
Validation
Triggers
Labels
Notes and Attachments
Track Field History
Security
A system administrator has unchecked the setting "Enable Content Pack Creation". What can users do with content packs? Choose 1.

a. Modify existing content packs.
b. Edit description and title of existing content packs
c. All content Packs will be deleted.
d. hindi ko alam
b. Edit description and title of existing content packs
2. Which value rolls up to the Master... in forecasting? Choose 1.

a. Expected revenue
b. Quota Amount
c. Opportunity amount
d. Product Quantity
c. Opportunity amount
3. UC needs to use different a pricebook for sales representatives in US, LATAM, EMEA and APAC. What should the system administrator do? Choose 1.
a. delete standard pricebook and create seperate pricebooks
b. Clone standard Pricebook and assigned separate prices for each region
c. Not sure about this option
b. Clone standard Pricebook and assigned separate prices for each region
4. What are common to forecasting? (collaborative and customization)

a. Expected revenue
b. quota
c. forecast category
d. ?
b. quota
c. forecast category
5. A Recruiting User needs to setup an object relationship between the Position Object and the Job Application Object. He needs this setup so that a Position record can be related to many Job Application records and Job Application Records can be related to many Position Records. He also needs this in a setup where deleting a Position record will delete all related Job Application records and deleting a Job Application record deletes all related Position records. What can a system administrator do to fulfil the requirement?

a. Create a lookup relationship on both objects.
b. Create two master-detail relationships where both can be master and both can be detail records
c. Create a junction object between the Job Application and Position object.
c. Create a junction object between the Job Application and Position object.
6. What can an administrator do to enable customers to submit service request? Choose 2.

a. Enter live chat agent on the company website
b. Enable chatter answers
c. Enable the service cloud console on the company website
d. Enable case feed on the company website
a. Enter live chat agent on the company website
b. Enable chatter answers
7. A system administrator needs to merge duplicate accounts with duplicate contacts, how can this can be accomplished?

a. Merge accounts and select the option to merge duplicate contacts
b. Merge duplicate accounts and then merge duplicate contacts
c. Merge duplicate contacts and then duplicate accounts.
d. Merge duplicate accounts and duplicate contacts will automatically be merged.
b. Merge duplicate accounts and then merge duplicate contacts
8. A Manager needs a report created based on the following requirements:
All accounts with opportunities Closed-Won
All accounts with Closed Cases
What can you do as a system administrator?

a. Create a joined report
b. Create a custom report type
c. Can't remember wrong option
d. Can't remember wrong option
a. Create a joined report
9. JP Dela Cruz, a user with the APAC Sales Representative role, has been assigned the US Sales Representative Role. Which sharing rules are recalculated?

a. Criteria based sharing rules will be recalculated
b. Ownership based rules will be recalculated
c. No changes will be made
d. Sales Team sharing rules will be recalculated.
b. Ownership based rules will be recalculated
10. A system administrator wants to change the field type from a lookup field to a master-detail field. What must the system administrator check in order for the change to be implemented successfully?

a. Make sure the lookup value is required
b. Make sure that all lookup fields on the record are filled up
c. Make sure that the lookup field has a related record
b. Make sure that all lookup fields on the record are filled up
11. James, a recruiting manager needs a picklist field implemented on the Position object done by the end of the week. Matt, the system administrator was too busy to fulfill the requirement. What should Matt do, to prevent this from happening again?

a. Delegate James as a delegated administrator for the Recruiting App
b. Delegate James as a delegated administrator for the Position Object
c. Assign James with the "Modify All Data" permission set
d. Changed OWD for the Position Object to Public Read/Write.
b. Delegate James as a delegated administrator for the Position Object
12. What can James as a Delegated Administrator do? Choose 3

a. Create a custom tab
b. Manage custom objects
c. Modify the OWD settings
d. log in as user
e. manage profiles
a. Create a custom tab
b. Manage custom objects
d. log in as user
13. Support Records with a specific record type needs the access restricted to only a Support Manager and four support users. What can you do as a system administrator?
Choices.
a. Remove the record type access for all users except the 5 mentioned.
b. Give the "View All Data" permission to the 5 mentioned users using permission sets.
c. Create a new profile and assign the 5 users to the new profile.
d. Create a criteria based sharing rule for the 5 users.
d. Create a criteria based sharing rule for the 5 users.
14. How can a system administrator enrich data thru social?

a. Use Facebook for educational background
b. Use the Company's salesforce Facebook account
c. Use LinkedIn to retrieve the current contact details of a customer
d. Use twitter to follow a customer
c. Use LinkedIn to retrieve the current contact details of a customer
15. A lead needs to be assigned automatically to a rep, after 10 days and there is no action, the deal status should be set to Stalled after it has been approved by a Manager. Which automation processes can a system administrator use?

a. Assignment rule
b. Assignment rule, Approval Process, Workflow Rule
c. Assignment Rule, Workflow Rule
d. Assignment Rule, Auto-Response Rule, Workflow Rule
b. Assignment rule, Approval Process, Workflow Rule
16. What is true about Salesforce Communities? Choose 2

a. Ideas tab is used by community users to submit, like and promote Ideas
b. Communities can be used by internal salesforce users only
c. Reputation level is the same across all communities.
d. Q&A tab
a. Ideas tab is used by community users to submit, like and promote Ideas
d. Q&A tab
17. What can a system administrator do to simplify searching in Knowledge for users?

a. Create synonyms
b.
c. Enter predefined search input (auto complete)
d. Create a Data Category for each Article
a. Create synonyms
18. Which deployment tools will you use to deploy metadata from one organization to another organization? Choose 2.


a. Change sets
b. Force.com IDE
c. Unmanaged Packages
d. Force.com Migration Tool
b. Force.com IDE
d. Force.com Migration Tool
19. A user reports that a field can no longer be seen in the page layout. What can a system administrator use in order to troubleshoot this?


a. Setup audit trail
b. Field history tracking
c. System log
d. Field audit
a. Setup audit trail
20. Dylan has submitted a vacation request for approval by his manager. Palmers, Dylan's manager is not receiving any email alerts. What can you use in order to troubleshoot the issue? Choose 2.


a. Email log
b. Setup audit trail
c. Debug Log
d. Time-Based Workflow
a. Email log
c. Debug Log
21. Which permission do you need to manage entitlements? Choose 2


a. "Manage Entitlements"
b. "Customize Application"
c. "Customize Entitlement"
d. Can't remember
a. "Manage Entitlements"
b. "Customize Application"
22. A change set submitted for deployment is missing a component. What can you do in order to correct the issue?

a. Deploy the change set and then submit another change set for deployment
b. Edit the change set, deactivate it and then add the missing component
c. Create another change set containing all components and deploy it.
d. Clone Change set
d. Clone Change set
23. List the different prices available for a product. Choose 3


a. Sales Price
b. Product Price
c. Discounted List Price
d. List Price
e. Standard Price
a. Sales Price
d. List Price
e. Standard Price
24. VP of Sales wants to automatically add the account name to the opportunity name once a record is saved. How can this be done?
a.
b. Enforce an opportunity naming guideline for Sales Reps
c. Create a Workflow Rule with an immediate workflow trigger to update the opportunity name field on the account object
c. Create a Workflow Rule with an immediate workflow trigger to update the opportunity name field on the account object
25. How can you as a System Administrator enforce standardization of tags in libraries?
A. Enable Personal Tags
B. Enable Public Tags
A. Enable Personal Tags
B. Enable Public Tags
26. Billing State --- Postal Code?
a. Make the account name field unique
b. Use the HLOOKUP operator
c. Use the VLOOKUP operator in a validation rule for the account name
OR d. Use an APEX Trigger
c. Use the VLOOKUP operator in a validation rule for the account name
d. Use an APEX Trigger
27. Sales Manager wants to have the account name added to the Opportunity name once the Opportunity has been created.

a. Create Apex Trigger
b. Create Workflow Rule for field update
c. Create Formula to add the Account Name and Opportunity name.
b. Create Workflow Rule for field update
28. Sales Manager wants Picklist field should always have a value.
Validation Rule formula: (2 choices)


a. TEXT(picklist__c)= ""
b. picklist__c = ""
c. ISBLANK(picklist__c)
d. ISPICKVAL(picklist__c,"")
a. TEXT(picklist__c)= ""
d. ISPICKVAL(picklist__c,"")
29. Sales Manager wants to have the field on the Report that shows the growth Year by Year. What function should you use?

A. PriorValue
B. PrevGroupVal
C. ParentGroupval
D. DateValue
B. PrevGroupVal
30. One shipment, billed monthly

a. Default Billing Schedule
b. Default quantity and revenue Schedule
c. Default quantity Schedule
d. Default revenue Schedule
d. Default revenue Schedule
31. A user needs to create a user without customizing the profile

a. permission set with "Manage User" permission
b. delegated administrator
a. permission set with "Manage User" permission
32. Administrator change the account owner through Data Loader. What statements are true? Choose 2.

A. Manual Sharing will be remove
B. Criteria Based Sharing rules will be recalculated
C. Owner Based Sharing Rules will be recalculated
D. Nothing will happen
A. Manual Sharing will be remove
C. Owner Based Sharing Rules will be recalculated
33. What are the deployment tools that you need to use to delete Metadata? Choose 2.

A. Force.Com IDE
B. Force.Com Migration Tool
C. Change Set
D. Data Loader
E. Unmanaged Package
A. Force.Com IDE
B. Force.Com Migration Tool
34. What tools you need to use to migrate Metadata to Two Different Production Org? Choose 3.
A. Force.Com IDE
B. Force.Com Migration Tool
C. Change Set
D. Data Loader
E. Unmanaged Package
A. Force.Com IDE
B. Force.Com Migration Tool
E. Unmanaged Package
35. An End User requested for a Vacation Leave and subject for Approval by his Manager. End User complains that there's nothing happen once he click on Submit for Approval Button? Choose 1.

A. Approval Process does not contain approval steps
B. Check if the End User does have an Approval Manager
C. Request contains no value
D. Check System Log to troubleshoot the issue
B. Check if the End User does have an Approval Manager
36. What should be considered when deleting an Approval Process? Choose 2

a. a record is attached to the approval process
b. a record is locked (?)
c. there is an email alert and field update (?)
d. approval process is active
b. a record is locked (?)
d. approval process is active
37. Recruiting Manager requested the System Administrator to create a custom object called Position and Applicant. He wants that if the Applicant is deleted then all Position that the applicant applied will also be deleted. Position should also have many Applicants. What would be the solution on this question?

A. Create a LookUp where the Applicant is the Master
B. Create a Master Detail where the Applicant is the Master
C. Create a Junction Object
D. Create a Heirarchical Relationship between Position and Applicant
E. Create a Many to Many relationship with a Junction Object
E. Create a Many to Many relationship with a Junction Object
When merging Accounts with associated contacts, opportunities,and cases what cred do you need?

a. Del on Account, edit on contacts, opportunities and cases
b. Edit on account, del on contacts, opportunities and cases.
a. Del on Account, edit on contacts, opportunities and cases
3 ways to streamline searches in Knowledge.

a. synonyms
b. restrictive tags
c. pre dermined picklist
d. create data category
e. unsure
a. synonyms
b. restrictive tags
d. create data category
Sales user, Sys ad and Sales Director, needs to view a custom field on an object. How to achieve this?

a. Field level security to read only on these profiles
b. Create a custom profile
c. Create a record type
d. Field level security to view only on these profiles
d. Field level security to view only on these profiles
What are the instances that an opportunity will be assigned to a territory?

a. account changed ownership
b. ownership was changed and account was moved to another territory
b. ownership was changed and account was moved to another territory
How to limit the availability of picklist values

a. modify picklist values in record types
b. different page layouts in record types
a. modify picklist values in record types
Create a validation rule wherein if an opportunity is greater than 500,000. the competitor is a custom picklist value, and cannot be blank. what are the components in the validation rule. choose 2.

a. amount > 500,000 && isblank(Competitor__c) ||
b. amount > 500,000 && ispickval(competitor__c)
c. amount > 500,000 && text(Competitor__c)=""
d. amount > 500,000 && preval(Competitor__c)
e. amount > 500,000 && Competitor__c=""
b. amount > 500,000 && ispickval(competitor__c)
c. amount > 500,000 && text(Competitor__c)=""
What are the capabilities of a forecast manager? choose 2

a. view all users' forecasts directly below in the heirarchy
b. edit users' opportunity directly below in the heirarchy
c. adjust the forecasts directly below in the heirarchy
d. unsure
a. view all users' forecasts directly below in the heirarchy
c. adjust the forecasts directly below in the heirarchy
When ownership of a record changes, what will happen.

a. manual sharing is lost
b. criteria based sharing recalculates
a. manual sharing is lost
Support records with a specific record type needs access restricted, except to a Support Manageer, and 4 support users.

a. Create a public group for 5 users and create a criteria based sharing rule for the record type.
b. Create a public group for 5 users, create a parent case record and then create a criteria based sharing rule for the record type.
c. Set OWD to public
d. create a new profile for the 5 users
a. Create a public group for 5 users and create a criteria based sharing rule for the record type.
Using a workflow rule, once an opportunity is closed, an email alert should be sent out. Sales manager reports that an email alert is not being sent out. What's the best tool to check the issue? Choose 2.
a. email logs
b. audit trail
c. debug log
d. workflow monitoring
a. email logs
c. debug log
Contacts from an external source is not auto populating. What's the best tool to check the issue?

a. integration logs
b. audit trail
c. debug log
d. workflow monitoring
a. integration logs
Tools used to transfer metadata from production org to production org. Choose 2

a. Force.com IDE
b. Force.com Migration tools
c. Change sets
a. Force.com IDE
b. Force.com Migration tools
A dependent custom field was missed when uploading a change set. How can an administrator resolve the issue?

a. Deploy the current change set, create a new one, add component, deploy
b. cancel the upload, create new, add missed component, deploy
c. clone the change set, add the missed component, upload, deploy
c. clone the change set, add the missed component, upload, deploy
How to make sure that an opportunity name is unique?

a. apex triggers
b. validation rule
c. workflow rule
d. Make the label unique
a. apex triggers
When creating a billing address and the user puts in a wrong zipcode based on the state. A reference object is created that contains the postal codes for the states. How can administrators make this work? Choose 2.

a. Lookup on the reference object
b. validation rule to use a Vlookup on the reference object.
c. Workflow rule with field update
b. approval process.
b. validation rule to use a Vlookup on the reference object.
c. Workflow rule with field update
What are the 3 capabilities of Live Agent on Service Cloud?

A. Transfer chat
B. Skill group
C. Quick Text
A. Transfer chat
B. Skill group
C. Quick Text
What object permission should the administrator provide for users to find duplicates under the lead object?

a. Read, Edit
b. View All
c. Merge
d. Delete
b. View All
Support manager wants to have the ability of all support to verify the eligibility of the customers once cases are raised?

a. Enable entitlements
b. Enable Service Cloud through Company Website
c. Enable Live Agents
a. Enable entitlements
Scheduling is enabled. One shipment per month and paid on a monthly instalment basis.

a. default revenue schedule
b. default quantity schedule
c. default revenue and quantity schedule
d. default billing schedule
c. default revenue and quantity schedule
Create a report for accounts that do not have opportunities and cases

a. joined reports
b. report for accounts with cross filters that exclude opportunities and cases
c. report for accounts with sub filters that exclude opportunities and cases
d.
b. report for accounts with cross filters that exclude opportunities and cases
Using automation, how to check if there are open cases for account.

a. use a formula field on account
b. roll up summary on account, then create a validation rule.
c. roll up summary on cases, then create a validation rule.
d. use workflow rule
a. use a formula field on account
Formulate a process where if the case came from different region like EMEA, LATAM, APAC should be automatically assign to End Users, and status of the case should be 'Stalled' after 2 Days if End User didn't perform any action on the said case

A. Assignment Rule, Approval Process, Workflow Rule, Validation Rule
B. Assignment Rule, Workflow Rule
C. Assignment Rule, Validation Rule, Workflow Rule
D. Assignment Rule, Formula Update
Suggested Answer: B
B. Assignment Rule, Workflow Rule
Every regions (APAC, LATAM, EMEA, AFRICA) has corresponding VP of Sales. Noah Larkin wants each VP receive a copy of dashboard every Monday morning.

A. Create a separate Dashboard for each VP and schedule a refresh every Monday Morning
B. Create a Visual Force with a filter for Dashboard to send an E-mail to VP of Sales each region and schedule a refresh every Monday Morning
C. Create analytic snapshot with Filter and have the dashboard send to every VP of Sales for each region and schedule a refresh every Monday Morning
D. Created One Dashboard with Filters for each VP and schedule a refresh every Monday Morning
D. Created One Dashboard with Filters for each VP and schedule a refresh every Monday Morning
What statements are true regarding Territory Management? Choose 2.

A. Users in a territory can view, edit, transfer, and delete accounts assigned to the territory.
B. Users in a territory can view, edit, transfer, and delete Opportunities assigned to the territory.
C. Users in a territory can view all opportunities associated with accounts in the territory, regardless of who owns the opportunities.
D. Users in a territory can view,edit and delete all opportunities associated with accounts in the territory, regardless of who owns the opportunities.
E. Users in a territory can view,edit,transfer and delete all opportunities associated with accounts in the territory, regardless of who owns the opportunities.
A. Users in a territory can view, edit, transfer, and delete accounts assigned to the territory.
C. Users in a territory can view all opportunities associated with accounts in the territory, regardless of who owns the opportunities.
Sales User said that he already submitted a Vacation request and it's pending for approval by the Manager. Manager on the other hand said that he didn't receive any E-mail regarding the request. How can you troubleshoot the issue? Choose 2.
A. Check Debug Log
B. Check Audit Trail
C. Check System Log
D. Check E-mail Log
A. Check Debug Log
D. Check E-mail Log
A Us sales manager and 4 US Sales Users with different profile wants to view a specific account which is based in APAC. As an Administrator, how can you resolve this issue?

A. Set the OWD Setting of the said object to Public Read Only
B. Create a custom profile and add the Sales Manager and 4 User
C. Create a Public Group and Create Sharing Rule
D. Add them to the Account
C. Create a Public Group and Create Sharing Rule
The maximum number of files that can be included in a content pack is?


A. 30
B. 5
C. 50
D. 10
C. 50
What statement is true about Chatter Answer? Choose 2

A. Chatter Answers replaces the legacy answers product for a new Salesforce Organizations
B. Chatter Answers licenses are required for Salesforce Organizations and Communities.
C. Users can access Chatter Answers from a Standard Q&A tab.
D. Chatter Answers replaces Chatter in Communities that use support Cases.
A. Chatter Answers replaces the legacy answers product for a new Salesforce Organizations
C. Users can access Chatter Answers from a Standard Q&A tab.
When creating a custom formula field, what return type returns a true or false value?


A. Yes/No
B. Boolean
C. Binary
D. Checkbox
D. Checkbox
What statement is true about Opportunity Splits feature? Choose 2

A. Overlay Splits can be enabled without enabling Opportunity teams.
B. Enabling Opportunity Splits automatically adds the Opportunity owner role to Opportunities.
C. Revenue Splits must total 100% of the amount generated by the Opportunity.
D. Opportunity Splits apply only to team members directly responsible for Opportunity.
B. Enabling Opportunity Splits automatically adds the Opportunity owner role to Opportunities.
C. Revenue Splits must total 100% of the amount generated by the Opportunity.
What is a capability of enhanced report and dashboard folder sharing? Choose 2

A. The reports or dashboards in a folder can be shared with an individual user.
B. Different access levels can be assigned to different users in the same folder.
C. Access to the reports or dashboard in a folder rolls up through the role hierarchy.
D. Reports or dashboards can be organized into subfolders within a folder.
A. The reports or dashboards in a folder can be shared with an individual user.
B. Different access levels can be assigned to different users in the same folder.
What is a capability of Chatter publisher actions? Choose 2

A. Chatter publisher actions can be added to the home page, chatter tab, and record detail pages.
B. Create actions let users create records directly from the Chatter Publisher.
C. Global Create Actions create records that are automatically associated with related records
D. Custom actions let users customize the layout of their Chatter feed.
A. Chatter publisher actions can be added to the home page, chatter tab, and record detail pages.
B. Create actions let users create records directly from the Chatter Publisher.
What is a capability of Salesforce Communities? Choose 2

A. Visualforce or Force.com Sites must be used for an administrator to enable Communities.
B. Community members can control what contact information is visible to external users.
C. Communities can be customized by defining members, tabs, branding and email settings.
D. Customer Portal users and Customer Community users can log into a community.
C. Communities can be customized by defining members, tabs, branding and email settings.
D. Customer Portal users and Customer Community users can log into a community.
What can an administrator customize on the Price Books object? Choose 3

A. Themes
B. Record Types
C. Validation Rule
D. Fields
E. Assignment rules
B. Record Types
C. Validation Rule
D. Fields
What is included in a Chatter topic detail page? Choose 2

A. A leader board of users discussing the topic.
B. A list of members who belong to the topic page.
C. A list of groups that have recently discussed the topic.
D. Posts by users that include the hashtag or topic.
C. A list of groups that have recently discussed the topic.
D. Posts by users that include the hashtag or topic.
What is a feature of the improved setup user interface? Choose 2

A. Administrators can enable or disable the new Setup user interface at any time.
B. The Setup link appears as an option within the Force.com app menu.
C. Personal settings are available through a link on a user's home tab.
D. The setup menu items are organized into goal-based categories.
A. Administrators can enable or disable the new Setup user interface at any time.
D. The setup menu items are organized into goal-based categories.
What is a feature of Salesforce knowledge? Choose 2

A. The solution hierarchy dictates article visibility for community users.
B. An article type layout can include the Assign to case owner button.
C. Fields can be made required so users must enter values when creating articles.
D. A link from one article to another still works of the article URL name changes.
C. Fields can be made required so users must enter values when creating articles.
D. A link from one article to another still works of the article URL name changes.
What is a capability of Collaborative Forecast? Choose 2

A. Create custom report types for Forecasting Quotas with related Forecasting Items.
B. View Forecast and quota data based on quantity or revenue.
C. View Forecast data for individual territories when using territory management.
D. Adjust individual opportunity amounts from the Forecast Tab.
A. Create custom report types for Forecasting Quotas with related Forecasting Items.
B. View Forecast and quota data based on quantity or revenue.
How can Salesforce Communities be used? Choose 2

A. Partners can log into a Partner Portal to work with internal sales users.
B. Customers can get answers to their product and support questions.
C. Employees can connect with distributors, resellers, and suppliers.
D. Customers can post on twitter and linked group feeds.
B. Customers can get answers to their product and support questions.
C. Employees can connect with distributors, resellers, and suppliers.
What is a capability of Salesforce Ideas? Choose 2

A. Assignment rules route ideas to the correct owner by zone.
B. Ideas can be access in any Salesforce community.
C. Employees use the Q&A tab to moderate ideas in a community.
D. Reputation levels are calculated separately for each zone.
B. Ideas can be access in any Salesforce community.
D. Reputation levels are calculated separately for each zone.
Four Areas of the User Interface (UI)
Banner Frame, Edge, Application Navigator, Content Frame
Banner Frame
Logo and global navigation controls
Edge
Custimize bookmarks, toggle screen views, display tagged documents and view a Live Feed flyout
Application Navigator
Links to Application Menus and Modules
Content Frame
Displays lists, forms, homepages, and wizards
System Menu Gear Icon
Access Homepage, Use the Application Picker, Select Update Sets, Change Themes, and more
Set Banner Image
System Properties>My Company
Set Banner Color
System Properties>CSS
Bookmarks
Drag Application/Module to the Edge, hover over and select edit bookmark to change pref
Lists
Display information in a table, organized in sortable columns. You can search, sort, filter, and edit lists.
Forms
Used to display information from a record in data table. Users with appropriate permissions can create, view, or edit individual records in forms.
Table
Is a database element (data is stored in tables). Each list displays content from a single table.
Record
Is one set of table fields, each field represents a singular piece of data, characteristic of an object. (Row)
Field
A cell in a table (intersection of row and column). Each field holds an individual piece of data.
sys_id
Unique 32 character Globally Unique ID used to identify a record. All tables have a sys_is column. To find this navigate to the record whose sys_id is required, right-click header bar and select Copy URL (inside URL)
List Editor
Allows field values to be changed, double-click on an empty area of a field and enter value, click green Save icon (checkmark)
List Title
Click the arrow on the totle of the list to access options related to viewing and filtering the entire list.
List Column Header
...
List Row
Right-Click in the header row of a column to display actions related to that column
Breadcrumbs
Display list content criteria
Smart Filter Condition Builder
Click the arrow next to the breadcrumb
Three elements of a filter
Field, Operator, and Value
Filter Field
Determines the database field which is tested against the filter conditions i.e Opened by
Filter Operator
Specifies the testing conditions i.e. Is
Filter Value
Indicates the condition criteria expressed as a value or a range of values i.e. System Administrator
Save Filter
Press the save button, assign a name, set visible to (Me, Everyone, Group), press the grey Save button to the right of visible to. All users can create personal filters for themselves. Can edit.
Apply Saved Filter
Incident Content Menu (3 lines) Filter>your_saved_filter_name
Personalize List
Right-click header bar, select Personalize. Add or remove field (columns) or the list or change the order in which the fields appears in the list.
List Mechanic Gear
Click to display the slushbucket used to customize list
Personalize Form
Open any record to display the form, right-click the header bar, then choose Personalize>Form Layout. Add/remove with slushbucket. Use Create new-field section to add new fields to the table/application.
Field Navigator
Allows you to manage fields on the form.
Four Elements of Field Navigator
Filter: allows text search on the currently selected tab
Fields: displays a list of existing fields you can add to the current form
Field types: displays a list of field types you can add to the current form. adding a field type to the form layout creates new fields in the selected table when the form layout saved.
Field properties: displays relevant dictionary entery attributes for the currently selected field in the layout.
Submit
Save changes on a new form and return to the prevously viewed page.
Update
Save changes on an existing record and turn to the previously viewed page.
Save
Right-click the form header then select Save to save changes without leaving the form view.
Insert or Insert and Stay
Right-click the form header then select Insert or Insert and Stay to save a new record to the database instead of updating the current item. Insert makes a copy and leaves the form. Insert and Stay makes a copy and stays on the form.
Plugins
Provide additional optional functionality that administrators can activate within a ServiceNow instance.
Related Lists
Displays records in another table that have a relationship to the current record
Quick Filter
Right-click on header of column
$m.do
redirect to the mobile device interface
Recent Lists
Shows the lists and records you have viewed recently
Tags
To help group and organize records, you can create tags and add them to specific records. Tags can be defined with an icon and color for easy identification, and tags that you create can be viewed by other users in your organization.
Recent Documents
Summary of recent records
User
One record stored in the User sys_user table
How are users brought in?
Manually, LDAP, Single Sign On
LDAP
Active directory and managed outside of ServiceNow. Two aspects of the integration 1) Data population 2)Authentication
Single Sign-On (SSO)
External Authentication, Managed outside of ServiceNow (you do not need to sign-in)
ESS
End-user log-in to their company portal page and are directed to their ServiceNow instance.
Group
One record stored in the sys_user_group table. A collection of users who share a common purpose: approve change requests, have incidents assigned to them, receive e-mail notifications, etc. Examples: Training Group, Service Desk, Chat Support.
Group Characteristics
Users can belong to more than one group. Another purpose of a group is to make permissions management easier. Groups are assigned roles.
How can tasks be assigned?
Tasks can be assigned to users and groups. It can be automated using: Assignment lookup rules, assignment, skills (added to user or group record)
Assignment Lookup Rules
Assigns Incidents to users or groups based on Category, Sub Category, Location or CI. The fields used to determine the assignment can be emended using System Policy>Data Lookup Definitions.
Assignment
Assigns tasks to users or groups based on conditions or scripts
Skills
Linked to users and/or group records, Skills can be used to auto filter Assigned and Assigned To fields to those users or groups with the defined skill. Note that the Skill field may need to be added to the form.
Role
One record in the sys_user_role table. A role is a persona that is assigned to a group or a single user; a user can be assigned more than one role. Each role grants permissions to parts of the system.
Specialized Administrator
Roles manage specific applications
System Administrator
Role has access to all system features, applications, functions, and data
ITIL
Roles fulfill ITIL activities associated with the ITIL workflow
Fulfillers
Have one or more roles
Requesters
Have no associated roles. They use the Service Catalog and Self Service application. They can make requests only on their own behalf.
Approvers
Can erform all requester actions and view or modify requests directed to the approver
Delegate
USer in the instance designated to receive and interact with approvals and tasks assigned or sent to you
Blank Role Field
If the Role field for an Application is left blank, then ALL users will have access to that application. If the Role is left blank at the Module level, then any user that has access to the Application level will have access to the Module.
3 Interfaces of Tables
Record List View, Tables Module, Schema Map
Schema Map
Provides a graphical representation of other tables related to a specific table, either through class extension or reference.
Tables & Columns Module
Provides a list of all existing tables, with columns, aolumn attricutes, and indexes.
Task Table
Is a table for storing records that represent work. Tables which extend task, Incident, Problem, Change Request, etc., have access to task tools such as SLAs, Approval Rules, and Defining Assignment Rules.
Configuration Item (CI) Table
Is for CI. Most specific types of CI extend the cmdb_ci table, for example, Computers (cmdb_ci_computers).
Extension (table)
The extended table includes unique fields plus all of the fields from the parent table.
One-to-Many (table)
Within a table, a field can hold a reference to a record on another table.
Many-to-many (table)
Two tables can be related in a bi-directional relationship, so that the related records are visible from both tables in a related list.
Database Views (table)
Two tables can be joined virtually using the Database Views Plugin to allow for reporting on data that might be stored in more than one table.
Creating Applications
System Applications>Create Applications check active box. To Deactivate uncheck active box.
Application
Packaged set of configuration files that provide a business solution.
Application Menus
Are a way to make application features accessible to users.
Import Set
A tool used to import data from various data sources, and map that data into ServiceNow tables.
Data Sources
Records in ServiceNow that contain information regarding an important set data source
Import Set Table
Acts as a staging area for records imported from a data source
Files (Import Sets)
Supported files types include: Excel, XML, and CSV
Network (Import Sets)
Where supported online data retrival methods include: HTTP, FTP, and JDBC
Transform Maps
Determine the relationship between fields displaying in an Import Set Table to fields in an existing ServiceNow table
System Import Sets Application
The Transform Maps module allows you to define destinations for imported data on any ServiceNow tables.
Target Tables
The table where the data will be placed, post-transformation
Plan time before an import to....
Remove obsolete data and inaccurate data
Steps to import data
1) Load Data and create a new Import Set and Import Table 2) Create Transform Map, use Auto Map and Mapping Assist to match fields 3) Run Transform
Load Data to create new Import Set and Import Table
System Import Sets>Load Data, Create new import, Name the import and select file to upload (i.e. excel sheet). Confirm State=Complete and Completion code=Success
Create Transform Map
Tells the system where to put the imported data. Click Create transform map after data has been loaded.
Auto Map
Simplest. Used when all of the field names of the import sets match the names of the fields on the production tables onto which the data will be transformed. Select Auto Map feilds
Mapping Assist Utility
Visually tool for specifying mapping between import set fields and production table fields. With the mappin assist utility it is possible to map a sngle source field (field on an import set table) to multiple destination fields (fields on a production table).
Coalesce Fields Before Transform
In an import, coalescing on a field means that the fields will be used as a unique key. If a match is found using the coalesce field, the existing record will be updated with the information being imported. If a match is not found, then a new record will be inserted into the database.
CMDB (Configuration Management Database)
A series of tables that contain all the assets and business services (CIs) controlled by your company, as well as their configuration.
CI (Configuration Item)
Any tangible device or intangible dedicated software (including: firewalls, email servers, etc.) in the Configuration Management Database (CMDB). Examples: Computers, Devices on the network, Software contracts and licenses, Business services
Business Service Management (BSM) Map
Shows related CIs Upstream and Downstream
Configuration Item Table
This table stores the basic attributes of all the CIs
Confinguration Item Relationship Table
This table defines all existing relationships between CIs
Two Core Tables in ServiceNow
Task and CMDB Tables
ITAM (IT Asset Management)
It is about realtionships: integrate the physical, technological, contractual, and financial aspects of information technology assets to enable a holistic and proactive approach to achieving the objects.
ITIL Service Catalog Management
With the Service Portfolio Management plugin, Business Services in the CMDB can also be managed by the Service Catalog team, and made available to end-users who can then request items from them.
Financial Management
With the Cost Management plugin, costs can be associated with CIs, so that the cost associated with Configuration Management can be tracked, and bunled into expense lines, budgets, or cost centers.
Schema Maps
Display the details of tables and their relationships in a visual manner, allowing administrators to view different parts of the database schema.
Base Class Table
A table which is extended but does not extend any other tables.
Related Items toolbar
Contrains controls for viewing the realtionship between the current CI and other CIs
Populate the CMDB
Discovery, Import Sets, Integrate with external CMDBs, Web Services, Help the Help Desk (w/in ServiceNow), and Manual input.
Discovery
Uses a MID Server installed on the network to send out probes and sensors and collect information on hardware on the network, software running on that hardware, and the relationships between all of the items found. This formation is sent back to the instance and is used to populate the CMDB
Help the Help Desk
Is a limited tool for finding information about hardware and software and only works on Windows PCs.
Knowledge Base
Is a repository used for the storage and publication of important information you want to disribute to your organization. ESS users can access the Knowledge module.
Population of Knowledge Base
Manually creating new articles, from the Service Catalog with a Record Producer, Automatically from events, and from existing incidents or other tasks.
Knowledge Base Structure
Topic is the highest level of hierarchy, the second level is category. The View all items link displays all the categories listed for the topic, and an article is accessed directly from a topic box or from within the category list.
Knowledge-Valid to
Enter the date when the article expires
Knowledge-Attachment link
Select this checkbox to have this article's link point to a file attachment.
Knowledge-Workflow
If your article requires review or approval before publishing, select the appropriate value i.e Draft (written and stored), Review (ready for Subject Matter Expert and professional review), Published, and Retired.
Knowledge-Roles
If you want to limit who can view the article, specify user roles, otherwise, all users can view the article.
Knowledge-Article type
Select the markup language you want to use to create this article, HTML or Wiki...
Search for Articles from Records
Click the Search Knowledge icon to search all Knowlesge Base articles that use words entered into the Short description field.
Service Catalog
An ordering system for services, hardware, and software and is a central repository of goods and services that a IT service desk provides for users:
Multiple Catalogs
Manage multiple Service Catalogs and provide services to different teams i.e. IT Services, Human Resources, and Facilities Management
Service Catalog-Record Producers
Build the system components associated with the request
Service Catalog-Items
Are the building blocks of the Service Catalog
Service Catalog-Variables
Provide questions/options to help the requestor specify what item, option, or service to order. Variable options may affect the order price. Can be multiple choice, select box, single line text, reference, or checkbox.
Service Catalog-Order Guides
Provide easier ordering by bundling items
Service Catalog-Workflows
While not part of the Service Catalog, workflows run behind the scenes and communicate the stages of the approval process to the requestor.
Catalog Item Designer
Enables non-administrators to create, maintain, and publish catalog items. Admins can control the options available to Catalog Managers and Editors who use the catalog item designer.
Orders Generate Various Number in Catalog Items
Catalot Item-->REQ# (Request)-->RITM# (Request Item)-->TASK# (Catalog Task)
REQ#
Summary of order, Request State
RITM#
Item Ordered, Quantity, Stage
TASK#
What to do, Assignment Group, Assigned to, Task State, Work Notes
Progress Stages for a Requested Item
Waiting for approval (in progress), Approved, Pending (has not started), Fufillment (In Progress), and Completed.
Servie Catalog-Variable Sets
Is a modular unit of variables that can be shared between catalog items. You can define the variable set once and then use it in multiple places.
Define Variable Display Sequence
The Order field establishes the squence for displaying lists. An item with 100 in the order field, displays first in the list. An item with 200 in the Order field, displays second.
Request Item Stages
Default: Request Cancelled or Completed
Request Workflow Stages
Waiting for approval, Fufillment, Delivery, Completed/Request Cancelled.
Graphical Workflow Editor
Is used to create Service Catalog workflows to drive the delivery of a Service Catalog order. It can be created or reused to drive complex fufillment processes to generate and assign three basic components: 1) Approvals 2) Notifications 3) Tasks
Steps to Create a New Catalog Workflow
Create New Workflow-->Approval Activities-->Catalog Tasks-->Set Values-->Setup Notifications-->Publish Wokflow
A Service Catalog Workflow can be attached to particular requests by...
1)Manually, on the Catalog Item form 2)Automatically based on conditions 3)Automatically if there are no other workflows attached
New Workflow Form
Name: unique to workflow Table: The table for the workflow to run on Expected Time: Replces the delivery time with the value of the Expected time on the catalog request Maximum Activity Count: The max permitted number of activities performed by the workflow, when max is reached it is canceled.
All workflows have a....
Begin and an End
Before a workflow can be edited it must be...
Checked out
Workflow Activity
Is a workflow block that organizes the individual actions the workflow performs as it runs.
Workflow Approval Activity
Allows workflows to generate and manage approvals while driving a record to fufillment.
Workflow Conditions Activity
Are activities avaiable for a workflow
Workflow Notifications Activity
Allow workflows to notify users of events that occur during the workflow
Workflow Tasks Activity
Create and modify tasks. These activities are only available when the workflow is defined to run on a table which extends Tasks.
Workflow Timers Activity
Pause the workflow for a set period of time
Workflow Utilities Activity
Provide useful controls over the path of the workflow, and other useful tools.
Workflow Approval-User Activity
Creates one or more User approvals and waits for either an approval or a rejection. A workflow can have multiple rounds of approvals.
Catalog Task Workflow
If all Approvers approve the Item Request, then an approval Action activity activates Mark Item Arrpoved, and a Catalog Task is launched.
Fufill Order Workflow
Catalog Task proceeds to fulfill the order, if the item is in stock a notification is sent to inform that the itm is in stok. The Catalog Task moves to the Deployment Stage. A message is logged when the Catalog Task has moved to the Completed Stage. If the item is backordered a Notification is sent to inform that the item is backordered.
Publish Workflow
To make a new or edited workflow available to all users, it needs to be published.
Service Level Agreement (SLA)
Is a record in the SLA table which defines a set amount of time for a task teach a certain condition, the table(s) to access, and what type of SLA is being evaluated. If the SLA task does not reach the condition, the task is marked breached.
Task SLA
The Individual instances of the SLA's associated with particular tasks
SLA Workflow
The workflow which powers events or actions based on the SLA definition.
SLA Automation
The business rule and scheduled job that automate the SLA
Operational Level Agreement (OLA)
Defines how departments work together to meet the service level requirements documented in an SLA.
Underpinning Contract (UC)
Is a type of SLA that defines and monitors the guarantees established with an outside supplier; it is a tool for supplier management.
Retroactive Start-SLA
When activated, works with the Set start to field and calculates the start time to equal when the incident was created.
Duration Type-SLA
The SLA performs the calculation and sets a day and time as the deadline for the SLA i.e. 2 business days by 4 pm
Duration-SLA
When User specified duration is selected from the Duration Type list, an administrator can define the number of days and hours of the timer for the SLA
Schedule-SLA
Defines what is calculated as hours in a work day and number of days in a work week to use for the SLA
Timezone-SLA
If specified on this form, the selected timezone will be used for the SLA.
Conditions of an SLA
a Start conditio, a Stop condition, and optionally, a Pause condition.
Start condition-SLA
As soon as the start conditions are met (must be true), the SLA is triggered. The incident must be Active. The SLA will not run if it is set to Closed.
Stop condition-SLA
When the incident state is closed.
Pause condition-SLA
When the pause conditions are met, the SLA pauses its timing. For example: you are waiting for the user information, a problem, or evidence. If you are waiting for a user to get back to you with information to resolve the issue, the clock is going to continue clicking, but the time will not count towards the SLA.
Reports Application
Used to locate existing reports, and it allows you to generate charts from any data in the database.
Gauage
Visible on a ServiceNow homepage and can contain up-to-the-minute information about current status of records that exist on ServiceNow tables. When you click on a section of a graph, it links t othe list of the records specific to that piece of the graph.
Homepage
Frequently used content and a personal space that is configured to be the first page seen after log in.
Report
on a table information about the current states displays
Metric
Is used to measure and evaluate the effectiveness of IT service management processes.
UI Policy
A rule that applies to a form to dynamically change form information or the form itself. Can be used to set fields on a form to: optional or mandatory, visible or hidden, or editable or read-only.
Data Policy
Enables admins to set mandatory and read only states for fields and can be used to enforce data consistency across applications.
UI Action
Is the method to put buttons, links, and contect menu items on forms and lists, making the UI more interactive, customizable, and specific to user activities.
Business Rule
Is a piece of JavaScript configured to run when a record is displayed, inserted, updated, deleted, or when a table is queried. It can be set to run before or after the database action has occurred.
When-Business Rules
Lets you select when the Business Rule should execute. After a record is save to the database, async client and server work independently so the client is not waiting for the server, before a record is saved to the database, display before the record is displayed.
Global Business Rules
Is a setting in the Table field which makes the Business Rule available to all tables. ServiceNow strongly advises against using Global Business Rules-use a Script Include instend.
Business Rules vs. Client Scripts
Business Rules are consistently applied to records regardless of how they are accessed-through forms, lists, or other methods. Client Scripts apply only when accessed through the form.
Client Script
Are shipped to the client (the browser), and they run there instead of on the server.
Application and Module Level Security
Access to Applications and Modules is governed by Roles
Contextual Security
Allows you to secure a record based on its contents.
Access Control
Is a security rule defined and set at the row and column level and is executed when attempting to access any ServiceNow table.
Access Control List (ACL)
Is a list of all the Access Controls for a table. Access Controls are defined by roles, conditional expressions, and scripts. This is used to control what data users can access and how they can access it. Specifies the object being secured and the permission required to access the object.
Access Control Wildcard Rule
The selection of (*) symbol from the Name drop-down list on the AC form means that the rule in question applies to all fields on the selected table except for those with explicit rules.
ACL process order
1) Match the object against field ACL rule 2) Match the object against table ACL rule
System Properties>Security
The application module Admins use to set advanced security options.
System Security>Access Control
Manages the Access Control Rules and Lists
System Security>High Security Settings
Is the module Admins use to set tighter security options
Attachment Limits and Behavior
Base incstance default has no limit for attachment size, Default anyone can create attachments, Default you can add any desired extension.
Event
An event is an indication to the ServiceNow process that something has occured. Events are caused by user action (logging in, spproving a request, renaming an attachment) or Scripts (business rules, workflow).
Event Queue
The Event Queue is a table containing a record of every generated evet. System Policy>Events>Event Log
Parm1 and Parm2
Data passed into the event when it was generated
Event Responded
1) Script Actions 2)Email Notifications
Notifications
Can be triggered by events in the platform, but unlike Business Rules, require no scripting knowledge and can also be created when a record is inserted or updated. Can be an email, SMS, or meeting invitation. Received by configured users or voluntary recipients.
Five Tasks for Email Notifications
1) Configure email properties 2) Create events and business rules (optional) 3) Create Notifications 4) Configre email addresses and subscribe to notification 5) Create or update ServiceNow records via email
Create Email Notifications
1) Name and configure the notification 2) Specify When to send 3) Set who will receive it 4) Define what the notification will contain
Dot-Walking
Can get information from a series of referenced fields from different tables i.e. if the group field you want to reference is not on the current table put current before the field name, as in current.assigned_group.manager
Update Set
Is a group of customizations or personalizations that can be packaged and moved from one instance to another. Allows admins to group a series of changes into a named set and then move this set as a unit to another instance. Normally created and modified in a development instance, and then applied to a production instance.
Update Set Captured vs. NOT captured
Captured: Business Rules, Client Scripts, Fields, Forms, Reports, Tables, Views, Workflows.
NOT Captured: Modified CIs, Modified Data Records, New Data Records, New Users and Groups, Schedules, Homepages (can be manually added)
Merge Update Sets
If two users are working on separate Update Sets they can b combined into one Update Set for easy transfer. If both sets have an update for the same object the most recent change will be the one moved.
Feature Release
Intro new features.
Patch Release
Supports existing functionality with a collection of problem fixes. Applied as need on a per customer basis. Only provides patches for the current and previous two feature releases.
Hotfix
Supports existing functionality with a specific problem fix for a feature release. Applied as need on a per customer basis. Only provides patches for the current and previous two feature releases.
Customizations Exempt in Upgrades
When an upgrade is applied an record that has been altered from the base state by the customer will be exempt from the upgrade. This prevents an upgrade from overwriting and breaking user customizations.
Upgrade History Record
Module tracks every upgrade made to the system.
Troubleshooting Performance
1) Application Server response (time for the application server to process a request and render the resultant page)2) Network latency and throughput (time for the network to pass your request to the server and the response back) 3) Browser rendering and parsing (Time for your browser to render the HTML) 4) Instance Cache (the amount of system resources available for processing).
What provides a guide for moving data from import sets?
Transform map
How do you change the sort sequence of fields or task?
Modify the order field
Tables and Fields can be viewed and manipulated where?
Form Tables and Columns
What is the sequencing of publishing a Knowledge Article?
Draft
Review
Publish
What are the 3 basic components of Workflow?
Approvals
Notifications
Task
How do you modify or create workflow?
Utilize the Graphical Workflow Editor
Where do you go in ServiceNow to change the banner and colors?
System Properties, then CSS Properties
To access the control list you have to have which access?
Security_Admin
Where do you go to delete tables??
Tables and Columns Choose "delete" and type the word "delete"
What is a row?
A record is a row
What is a column?
A field is a column
What do incident, problem and change have in common?
They save to the task table
If importing data, how do you keep from importing duplicates?
Utilize the Coalace field to state which field is the unique key
What controls what data users can access ?
ACL-Access Control List
Where do you go to add/modify a service catalog item?
Service Catalog>Maintain Item
What is stored in a table?
Data
How are users related to roles or groups?
1 to many relationships
What are update sets?
groups of customizations that can be moved from one instance to another
What is a CI?
A CI is tangible and intangible
What is BSM?
Business Service Management BSM map graphically displays the configuration items, CI, that support a business service
What is a tool that will autopopulate the CMDB about your windows computer?
Help the Helpdesk
What is a record producer?
A specific type of catalog item that allows end users to create task based records such as incident from the service catalog
Does ESS have a role?
ESS does not have a role
When you open a service catalog and click the Order button what gets created?
REQ>RITM>TASK
What is a select box, single line text, reference, check box, multiple choice?
Variable
What is a variable set?
Unit of variables that can be shared between catalog items
What are the six workflow activities?
approvals,conditions, notifications, task, timers, utilities
If a request is rejected what happens?
Notification is sent and sets the status to cancelled
Service catalog workflow can be attached in 3 ways:
1. manually on the catalog item form
2. automatically based on conditions
3. automatically if no other workflows attached
SLAs include actions that can be triggered when during the lifecycle?
Anytime
What is the difference between SLA, OLA, and Underpinning Contracts?
Type Field
Which workflow is designed to be used over and over again?
default SLA Workflow
Retroactive start when activated does what?
Sets start to equal when the ticket was created
What are the steps in a SLA?
start stop pause
What two things are run on the client side and what two things are run on the server side?
UI Policy/Client Script is Client Side and Business Rule/Data Policy is Server Side
How is a field made to be read only?
UI Policy
What controls enable admins to set mandatory and read only states for fields and can be used to enforce data consistence across applications?
Data policy
What is a business rule?
A piece of JavaScript configured to run when a record is displayed, inserted, updated, deleted or when a table is queried. It can be set to run before or after the database action has occurred.
How do you limit file attachments?
ACL-Access Control List
What is a security rule at the row and column level that is executed when attempting to access a ServiceNow table?
ACL-Access Control List
What has conditions,scripts and roles and can limit security?
ACL-Access Control List
What is the duration of the elevated role?
Current Session
When is a notification sent out?
When an event has been fired
What three things can send a notification?
1. Script
2. Business Rule
3. Workflow
Can a user open an Incident by email, if so what is utilized?
Inbound Email Action
Where can you view information about system activity?
system logs
If the system is going to be upgraded,what will be exempt from the upgrade?
Any record that has been altered from the base state by the customer
What module tracks all upgrades made to the system?
System Diagnostics>Upgrade History
What does SaaS stand for?
software as a service
Where does the home icon take you and what does the icon look like?
takes you to the Homepage and the icon looks like a little home
What can you do if the Homepage is slow?
Remove some gauges or change the refresh rate
My manager is going to be out of town and needs to have the supervisor approve while he/she is out of town, what would he/she utilize in ServiceNow?
Delegate-Delegation is the ability to designate other users to receive and interact with approvals and task assigned to you
What is a Transform Map in ServiceNow?
A map to determine relationships between fields displaying an Import Set to fields in an existing table
What application is available to all users?
Self-Service
Where do you change the Smart Filter Condition Builder?
Click arrow next to breadcrumb in list
How do you display the slushbucket?
Click List Mechanic gear above check boxes
What do you call a saved version of a personalized form?
A view
How do you apply a saved filter?
Click on the table name at the top of a list and select filter
What displays fields from one record and can be used to edit the record data?
A Form
What are the field status indicators?
Light red - required but has a saved value. Green - Modified field content - need to save. Red - Required and needs value. Orange - Read-only
What does a red-dashed line indicate?
Invalid data or mis-typed word
What do you click to save changes on a new form and return to the prev viewed page?
Submit
What do you click to save changes on an existing record and return to prev form?
Update
What do you click on to save changes without leaving the form?
Right click form header and click save
What do you do to save a new record to the db instead of updating the current item?
Insert or Insert and stay
What is a rule that applies to a form to dynamically change form information on the form itself?
UI Policy
What enables admins to set mandatory and read-only state for field?
Data Policy (not used much)
What do you use to put buttons, links and context menu items on forms and lists?
UI Actions
What is a control that applies permissions, sends notifications and triggers other processes when a record is displayed, inserted, updated or deleted or when a table is queried?
A Business Rule
Client script apply only when?
When accessed through the form
Business Rules apply when?
Globally
When SHOULDN'T you use client scripts?
When you can use UI policies or Access Control Rules
Client scripts can be executed in four ways. What are they?
1. onCellEdit
2. onChange
3. onLoad
4. onSubmit
Can plug-ins be removed?
No, but they can be disabled
Name three interfaces for viewing and manipulating tables?
1. Record list view
2. Schema map
3. Tables and Columns module
What stores structure and relationship definitions?
Data Dictionary
What three tables provide Data Dictionary and relationship information?
1. Sys_dictionary
2. sys_documentation
3. sys_db-object
How do you establish the sequence for displaying lists??
Order field - Best practice 3 digit numbers
What does CI stand for?
Configuration Item
What is a series of tables that contains all the assets and business services controlled by a compay?
CMDB
What do you call a tangible device or intangible dedicated software in the CMDB?
A Configuration Item (CI)
What is the core CI table?
cmdb_ci
What is the CI relationship table?
Cmdb_rel_ci
List CI examples?
Computers/Devices on the network software, contracts and licenses, Business services
What are the two base tables of SN?
Task and CI
What is a BSM map?
Business Service Map graphically displays the CIs that compose a biz service and indicates status
What is an elevated privilege?
A role that has special permissions for the duration of the log in session
When is the security_admin privilege created ?
After the High Security plugin is activated
Where are group or user roles created?
Group or user roles are created at User Administration
Where is the user record stored?
In the User [sys_user] table
What is a collection of permission to grant access and assign security?
A role
What does a role inherit?
All the permissions of any other roles it includes
What are three best practice rules for users/groups/roles?
1. Assign users to groups, map roles to groups.
2. Don't map roles to users.
3. Apply general roles to large groups and specific roles to smaller groups.
What are the 3 levels of Access?
1. System (username/pw)
2. Applications and Modules (Roles)
3. Tables and Fields (System Properties/Access Control)
Where are row and column security set?
Access Control in Tables and Fields
Where is Table security set?
System Property in Tables and Fields
What are the three ways Access Control Rules are defined?
1. Conditional Expressions
2. Scripts
3. Roles
What is the list of all Access Controls for a table?
ACL
What is an Access Control?
A security rule defined and set at the row and column level
What is the Access Control evaluation?
Specific to general if all conditions are true (Conditions, Scripts and Roles)
In a SLA Definition, which conditions will trigger an SLA?
Start condition, Stop condition and Pause conditions
Name 4 ways the Knowledge Base can be populated?
1. Manually
2. From the Service Catalog with a Record Producer
3. Automatically from events
4. From existing Incidents or Tasks
What is the Knowledge base hierarchy?
Topics, Categories, Articles
How do you protect KB articles?
Roles
How do you allow users to access KB without logging in?
Make it public and protect with role
What do you call an indication to the SN processes that something notable has occurred?
Event
What two processes can cause events?
1. User actions
2. Scripts(Business Rules/Workflows)
What contains a record of every generated event?
Event queue
What do events trigger?
Notifications
What does a Notification contain?
A mix of static and dynamically determined content
Why would you clone an instance?
To copy prod over a sub-prod instance
What are the three release types?
1. Future
2. Patch
3. HotFix
Are user customization records upgraded?
No
What are best practices response times?
Total Response Time - network browser and server 3 seconds, Server Response time below 800 ms
What is a dashboard of frequently used content with reports?
A homepage
What do you call a mapped graphic image on a homepage that are packed reports?
A gauge
What is used to measure and evaluate the effectiveness of IT service management process?
Metrics
What is a measurement of the set amount of time for a task to reach a certain condition?
SLA
What do you call it when SLA is not met?
Breached
What are the three major components that power SLA??
1. SLA Definition/Task SLA,
2. SLA Workflow,
3. SLA Automation (Business Rule and scheduled job)
What are the three types of SLA?
1. SLA
2. Operational Level Agreement(OLA) how departments work together
3. Underpinning Contract(UC) outside suppliers
What three conditions define an SLA?
Start, Stop, Pause
What is another name for Customer Updates?
Customizations
Multiple Choice, Single Line Text and Select Box are what type of elements in ServiceNow?
Variable Types.
What is a robust ordering system for services, hardware and software and the central repository of goods and services that an IT service desk provides for users?
Service Catalog
Name the five major components of Service Catalog?
1. Record Producers
2. Items
3. Variables
4. Order Guides
5. Workflows
What are four items that orders from Service Catalog generate?
1. REQ
2. RITM
3. Catalog Task
4. Assignment Group
What are three Service Catalog best practices?
1. Define an order guide
2. Group items in order guide
3. Use questions to present item options
The Workflow Transition determines which activity is performed based on an evaluation of which workflow element?
Workflow Condition
Which ServiceNow application automates simple or complex multi-system tasks on remote servers that are normally done manually.
Orchestration
By default in ServiceNow, what customizations are added to Update Sets?
Changes made to a form
What do you use to import data from various data sources and map data into SN tables?
Import Set
What determines the relationship between the Import Set Table and an existing ServiceNow table?
Transform map
What are the three steps for using Import Sets and Transform Maps?
1. Load Data
2. Create Transform MAP
3. Run transform
What does coalescing do before a transform?
Makes a field the unique key
What table is used to track changes in an update set?
Customer Update [sys_update_xml] table
What four elements cannot be customized with update sets?
1. New Records
2. New users and groups
3. Modified data
4. Schedules
Can homepages be added to update sets?
No, they can only be changed manually.
Should you include few or many changes in one Update Set?
Many
Can two update sets be merged?
Yes
What is the four part sequence on the production instance to run an Update Set?
1. Retrieve
2. Preview
3. Commit
4. Apply
What is a form?
A form displays a single record from a table.
Where does one go to write the prod instance to the dev environment?
System Clone> Administration> Clone Targets
What is a list?
A structure that displays information from a table
What are the four list interface elements?
a. Title bar
b. Breadcrumbs
c. Column headings
d. fields
What is a field?
A field is a cell in a table. Each field holds an individual piece of data.
What field type in a list is not sortable?
Timefields
What is a Power edge toolbar?
It's the gray toolbar on the left side of the screen.
i. It allows you to show or hide the application navigator or banner frame
ii. Split the screens - Resize screen
iii. Create and manage bookmarks.
What four features of ITIL are utilized by the ServiceNow platform?
1. Strategy
2. Design
3. Transition
4. Operations
True or false - An application is a group of modules?
True - Applications are a grouping of modules or an organizational element in service now.
True or false - The application navigator provides links to all applications and modules they comprise.
True
True or false - Type filter text is a valuable way of searching applications in Servicenow
True - Applications are a grouping of modules or an organizational element in service now.
In what way does the Switch perspective feature in application navigator assist you in organizing applications in Servicenow?
It allows you to view applictions from the perspective of individual roles such as ITIL, Asset Management, or Admin ect.
What is the main area in all Servicenow web pages?
Content pane
What is a breadcrumb?
A horizontal display of filter conditions showing the hierarchy of the conditions used to display the form or list results.
Where is the impersonation feature located?
It's a picture of a key and its in the banner frame next to welcome message
What are the 3 ways to bring users into the ServiceNow system?
a. Through Single Signon and ldap
b. Using an import set (importing users)
c. Manually enter users, manually creating users
What are four benefits of using groups?
a. Permissions and Access - Simplified ability to assign permissions
b. Identifies a subset of users for role and skill assignment
c. Provide a reference for alerts and notifcations
d. Email notifcations
What are four aspects of a role?
a. A role is an orginizational element. Roles are granted access to applications.
b. Roles are collections of permissions
c. A role is a record in the Role table;
d. A role is a persona that is assigned to a group or single user. An example is the admin role.
What are the three OOTB Servicenow roles?
a. System Administrator
b. ITIL (or process) roles ful fill itil activities
c. ESS - users and end users.
What is Access Control?
Access control is a security role defined and set at the row level (access to the record) and at the column level (access to the field), and is executed when attempting to access any ServiceNow table.
What are ACLS in ServiceNow? How defined? Control what? Specifies what?
a. ACLs are a list of all access controls for a table. b. Access controls are defined by roles, conditional expressions and scripts.
c. ACL rules are used to control what data users can access and how they can access it.
d. Each ACL rule specifies the object being secured and the permission required to access the object
e. ACLS are defined by the security admin
f. ACLS are defined in System Security | Access Control
Provide an example of when you use Access Control Record in ServiceNow and five steps to accomplish it.
You would create an access control rule to make the updated by field on the incident form editable for admins but read only for ITIL users
i. Login as admin
ii. Right click on "updated by " field
iii. Click Personalize Security
iv. In the Security Mechanic, change the value to Write
v. Move admin to selected column.
Where is the high security plugin in accessed in ServiceNow? What does it create? How is it assigned. What does it inherit? How long does it last?
a. accessed from System Security > High Security Settings:
b. High security creates a security_admin elevated privilege role
c. The elevated privilege role is manually assigned and not inherited from any role
i. Elevated privilege only exists during current session
168.Contextual security in ServiceNow protects what? How is data acted upon? What two things happens before contect security is activated?
a. Protects a record based on its contents and table location
b. Data is acted upon based on the position of the information in the table hierarchy
c. Defines access control rules to any level After the High Security Plugin is activated, a security_admin privledge is created.
What is an elevated privilege?
A role that has special permissions for the duration of the log in session.
The CMDB application in ServiceNow does what four things?
a. Helps locate failed changes
b. Facilitates quick impact analysis
c. Increase cost saving to the business
d. Contains assets and their relationships
What are the two major record types in the ucmdb?
a. Core Configuration
b. CI relationship
What is a business service map (bsm)?
A map that graphically displays the configuration items that compose a business service and indicates the status of those configuration items.
Multiple Choice, Single Line Text, and Select Box are what type of elements in Servicenow?
Variable type
Where are Metrics viewed?
In SN by going to Metrics | Definitions
What are two types of metrics?
a. Field value duration - measures a time interval from when a value in a field is achieved until it is changed.
b. Script calculation- creates a metric instance using script.
The script does calculations and inserts data into the metric table [metric_instance]
What does Custom Charting plugin allow you to do?
Allows you to create charts when you have a requirement that can not be satisfied with the Report application
What four things does a Servicenow homepage provide?
a. A dashboard of frequently used content which usually includes reports
b. A personal space that is configured to be the first page seen after login
c. Access to multiple personal homepages
d. Access to other global homepages the user has the rights to view
What is a guage and who can create them?
a. Is a graphical, refreshable widget viewable as a homepage section
b. Gauges are created by admins or users with rights
What is a Service Level agreement?
A record in the SLA[contract_sla] table which defines a set amount of time for a task to reach a certain condition, the tables to access and what type of sla is being evaluated.
In SLA definition, what are the three conditions that will trigger an SLA?
Start Condition, Stop Condition, Pause condition
What are the 4 aspects of Service Level Agreement?
a. SLA Definition
i. The record defining the conditions to trigger the sla
b. Task SLA
i. Individual instances of the SLA associated with particular tasks
c. SLA automation
i. The business rule and scheduled job that automates the SLA
d. SLA Workflow
i. The workflow driving events or actions based on the SLA
What are the three types of SLAs in Servicenow?
a. SLA agreement
b. Operational level agreement (OLA)
i. Defines how departments work together to meet the service level required
c. Underpinning contract (UC)
i. Manages, monitors, and defines agreements with outside supplieers
1. It's a tool for supplier management.
What are three functions of a Servicenow knowledge base?
a. A repository used for the storage and publication of important information that requires distribution within an organization
b. Something that stores shared configuration documentation, policy documents, compliance documents
c. Security policy and procedure doucments
What are five ways of populating the knowledge base?
a. Manually - by creating news articles
b. Automatically, from events or from an incident or task
i. You can develop a business rule that generates a news item
c. Importing existing articles
d. From the Service Catalog using a record producer
e. From an existing problem record,
i. The problem application plugin has a workarounds feature
What is the two tier hierarchy of the knowledge base?
a. Topic is the highest level
b. Category is the second level
Example
1. Topic = Email
2. Categories =
a. Calender permissions
b. Outlook settings
c. Increase size of mailbox.
What is the Service Catalog in Servicenow?
a. It is the central repository of goods and services that an it service desk provides for users
i. Its an ordering system for goods and services
ii. Help and training portal
What is a Record producer and how does it relate to the Service Catalog?
a. It provides a user-friendly alternative to the regular form interface. It populate record data using variables and scripts
i. They ask users a series of questions to assist users in the request process
1. This assists them in providing correct and relevant information on forms
ii. They provide a single point of entry to create an incident or request.
What is an order guide and what does it do?
a. It is a guide that provides the ability to order multiple, related items as one request
b. It prompts user information and uses the rule base to generate options
i. Depending on what fields are chosen on the form, the system displays relevant catalog items.
True or False- an order generates a request?
True, a request is generated to keep track of the specific order.
What are the 3 types of numbers from orders?
a. Request Number (REQ) - The request is generated and given a REQ number
b. Request Item (RITM) - Each item in the order is assigned a Requested Item number
c. Catalog Task number - For each requested item, a set of catalog tasks are created. Each task is assigned a catalog task number
d. When a user orders an item from the catalog, a request is generated.
What four things Service Catalog Variables provide?
a. Options to tailor a catalog item to the customers' needs
b. Definitions of available item options using questions choices
c. Variables to define questions for users
d. Question selections that define the available option
True or False - The order field establishes the sequence for displaying the variables?
True, variables with an lower three digit integer , appears first in the list
True or False - A variable Set is a modular unit of variables that can be shared between catalog items?
True - you can define the variable set once and then use it in multiple places
What role allows users to define catalog items?
Catalog_admin role
What are four facets of an update set?
a. A group of customizations that can be moved from one instance to another.
b. Allows administrators to group a series of changes into a named set and then move this set as a unit to the other instance.
c. Update sets are "point in time" xml snapshots of records.
d. An update set writes changes from tracked tables to the customer update tables sys_update+xml
True or False, an update set is a "point in time" XML snapshot of the record?
True - An update set works by writing changes from tracked tables to the customer updates table [sys_update_xml)
Which six elements allow customizations?
a. A table
b. A form
c. A field
d. A business rule
e. A client script
f. A view
What four components are not in a customization?
a. New records (data)
b. New users and groups
c. Modified CIs
d. Schedules
By default in ServiceNow, which of the following customizations are added to Update Sets?
a. Changes made to data
b. Changes made to a form
c. Changes made to a schedule
d. Changes made to an homepage
True or False - it is best practice to never make changes to an update set in the Default update set?
True - The baseline and Default update sets are self-maintaining and it is not recommended to change or delete or move them between systems.
What are five best practices when working with update sets?
a. Have a plan to manage changes, identify a common migration path
b. Communicate efficiently by knowing whats being developed and make sure administrators are aware of developments
c. Include many changes in one set
d. Group like items in a small manageable set
e. Use preview before moving update sets
True or false - Do not delete update sets? What are three reason for this?
True - Deleting update sets is not recommended for three reasons
i. It does not undo the updates
ii. It removes any record of who applied customization's to any instance
iii. Next upgrade, customizations will be over written
What is an import set and what are two aspects of an import set?
It is a tool used to import data from various data sources and then map that data into servicenow tables.
1) This is an admin function
2) Data that already matches or exists is skipped.
What is the purpose of the import set table?
It acts as a staging area for records imported
What are three file types and three network sources for imports?
File types
• 1. CSV
• 2. EXCEL
• 3. XML
Network
• 1. HTTP
• 2. FTP
• 3. JDBC
What is the task table and what does it provide?
It is one of the core tables provided with the base system.
It provides a series of standard fields used on each of the tables that extend it, such as the Incident [incident] and Problem [problem] tables.
In addition, any table which extends task can take advantage of task-specific functionality for driving tasks.
What is UI policy? Provide four examples of UI Policy.
a. client side business rules (like active links in Remedy).
i. Make a Close Notes field mandatory
ii. Hide the Opened by field
iii. Make the Priority, Severity, and Urgency fields read-only
iv. Run a client script that displays an alert message
What is a client script?
Client script is one that is created in the clients scripts form and shipped to the client (the browser), and they run there instead of on the server.
A system administrator has unchecked the setting "Enable Content Pack Creation". What can users do with content packs? Choose 1.

a. Modify existing content packs.
b. Edit description and title of existing content packs
c. All content Packs will be deleted.
d. hindi ko alam
b. Edit description and title of existing content packs
2. Which value rolls up to the Master... in forecasting? Choose 1.

a. Expected revenue
b. Quota Amount
c. Opportunity amount
d. Product Quantity
c. Opportunity amount
3. UC needs to use different a pricebook for sales representatives in US, LATAM, EMEA and APAC. What should the system administrator do? Choose 1.
a. delete standard pricebook and create seperate pricebooks
b. Clone standard Pricebook and assigned separate prices for each region
c. Not sure about this option
b. Clone standard Pricebook and assigned separate prices for each region
4. What are common to forecasting? (collaborative and customization)

a. Expected revenue
b. quota
c. forecast category
d. ?
b. quota
c. forecast category
5. A Recruiting User needs to setup an object relationship between the Position Object and the Job Application Object. He needs this setup so that a Position record can be related to many Job Application records and Job Application Records can be related to many Position Records. He also needs this in a setup where deleting a Position record will delete all related Job Application records and deleting a Job Application record deletes all related Position records. What can a system administrator do to fulfil the requirement?

a. Create a lookup relationship on both objects.
b. Create two master-detail relationships where both can be master and both can be detail records
c. Create a junction object between the Job Application and Position object.
c. Create a junction object between the Job Application and Position object.
6. What can an administrator do to enable customers to submit service request? Choose 2.

a. Enter live chat agent on the company website
b. Enable chatter answers
c. Enable the service cloud console on the company website
d. Enable case feed on the company website
a. Enter live chat agent on the company website
b. Enable chatter answers
7. A system administrator needs to merge duplicate accounts with duplicate contacts, how can this can be accomplished?

a. Merge accounts and select the option to merge duplicate contacts
b. Merge duplicate accounts and then merge duplicate contacts
c. Merge duplicate contacts and then duplicate accounts.
d. Merge duplicate accounts and duplicate contacts will automatically be merged.
b. Merge duplicate accounts and then merge duplicate contacts
8. A Manager needs a report created based on the following requirements:
All accounts with opportunities Closed-Won
All accounts with Closed Cases
What can you do as a system administrator?

a. Create a joined report
b. Create a custom report type
c. Can't remember wrong option
d. Can't remember wrong option
a. Create a joined report
9. JP Dela Cruz, a user with the APAC Sales Representative role, has been assigned the US Sales Representative Role. Which sharing rules are recalculated?

a. Criteria based sharing rules will be recalculated
b. Ownership based rules will be recalculated
c. No changes will be made
d. Sales Team sharing rules will be recalculated.
b. Ownership based rules will be recalculated
10. A system administrator wants to change the field type from a lookup field to a master-detail field. What must the system administrator check in order for the change to be implemented successfully?

a. Make sure the lookup value is required
b. Make sure that all lookup fields on the record are filled up
c. Make sure that the lookup field has a related record
b. Make sure that all lookup fields on the record are filled up
11. James, a recruiting manager needs a picklist field implemented on the Position object done by the end of the week. Matt, the system administrator was too busy to fulfill the requirement. What should Matt do, to prevent this from happening again?

a. Delegate James as a delegated administrator for the Recruiting App
b. Delegate James as a delegated administrator for the Position Object
c. Assign James with the "Modify All Data" permission set
d. Changed OWD for the Position Object to Public Read/Write.
b. Delegate James as a delegated administrator for the Position Object
12. What can James as a Delegated Administrator do? Choose 3

a. Create a custom tab
b. Manage custom objects
c. Modify the OWD settings
d. log in as user
e. manage profiles
a. Create a custom tab
b. Manage custom objects
d. log in as user
13. Support Records with a specific record type needs the access restricted to only a Support Manager and four support users. What can you do as a system administrator?
Choices.
a. Remove the record type access for all users except the 5 mentioned.
b. Give the "View All Data" permission to the 5 mentioned users using permission sets.
c. Create a new profile and assign the 5 users to the new profile.
d. Create a criteria based sharing rule for the 5 users.
d. Create a criteria based sharing rule for the 5 users.
14. How can a system administrator enrich data thru social?

a. Use Facebook for educational background
b. Use the Company's salesforce Facebook account
c. Use LinkedIn to retrieve the current contact details of a customer
d. Use twitter to follow a customer
c. Use LinkedIn to retrieve the current contact details of a customer
15. A lead needs to be assigned automatically to a rep, after 10 days and there is no action, the deal status should be set to Stalled after it has been approved by a Manager. Which automation processes can a system administrator use?

a. Assignment rule
b. Assignment rule, Approval Process, Workflow Rule
c. Assignment Rule, Workflow Rule
d. Assignment Rule, Auto-Response Rule, Workflow Rule
b. Assignment rule, Approval Process, Workflow Rule
16. What is true about Salesforce Communities? Choose 2

a. Ideas tab is used by community users to submit, like and promote Ideas
b. Communities can be used by internal salesforce users only
c. Reputation level is the same across all communities.
d. Q&A tab
a. Ideas tab is used by community users to submit, like and promote Ideas
d. Q&A tab
17. What can a system administrator do to simplify searching in Knowledge for users?

a. Create synonyms
b.
c. Enter predefined search input (auto complete)
d. Create a Data Category for each Article
a. Create synonyms
18. Which deployment tools will you use to deploy metadata from one organization to another organization? Choose 2.


a. Change sets
b. Force.com IDE
c. Unmanaged Packages
d. Force.com Migration Tool
b. Force.com IDE
d. Force.com Migration Tool
19. A user reports that a field can no longer be seen in the page layout. What can a system administrator use in order to troubleshoot this?


a. Setup audit trail
b. Field history tracking
c. System log
d. Field audit
a. Setup audit trail
20. Dylan has submitted a vacation request for approval by his manager. Palmers, Dylan's manager is not receiving any email alerts. What can you use in order to troubleshoot the issue? Choose 2.


a. Email log
b. Setup audit trail
c. Debug Log
d. Time-Based Workflow
a. Email log
c. Debug Log
21. Which permission do you need to manage entitlements? Choose 2


a. "Manage Entitlements"
b. "Customize Application"
c. "Customize Entitlement"
d. Can't remember
a. "Manage Entitlements"
b. "Customize Application"
22. A change set submitted for deployment is missing a component. What can you do in order to correct the issue?

a. Deploy the change set and then submit another change set for deployment
b. Edit the change set, deactivate it and then add the missing component
c. Create another change set containing all components and deploy it.
d. Clone Change set
d. Clone Change set
23. List the different prices available for a product. Choose 3


a. Sales Price
b. Product Price
c. Discounted List Price
d. List Price
e. Standard Price
a. Sales Price
d. List Price
e. Standard Price
24. VP of Sales wants to automatically add the account name to the opportunity name once a record is saved. How can this be done?
a.
b. Enforce an opportunity naming guideline for Sales Reps
c. Create a Workflow Rule with an immediate workflow trigger to update the opportunity name field on the account object
c. Create a Workflow Rule with an immediate workflow trigger to update the opportunity name field on the account object
25. How can you as a System Administrator enforce standardization of tags in libraries?
A. Enable Personal Tags
B. Enable Public Tags
A. Enable Personal Tags
B. Enable Public Tags
26. Billing State --- Postal Code?
a. Make the account name field unique
b. Use the HLOOKUP operator
c. Use the VLOOKUP operator in a validation rule for the account name
OR d. Use an APEX Trigger
c. Use the VLOOKUP operator in a validation rule for the account name
d. Use an APEX Trigger
27. Sales Manager wants to have the account name added to the Opportunity name once the Opportunity has been created.

a. Create Apex Trigger
b. Create Workflow Rule for field update
c. Create Formula to add the Account Name and Opportunity name.
b. Create Workflow Rule for field update
28. Sales Manager wants Picklist field should always have a value.
Validation Rule formula: (2 choices)


a. TEXT(picklist__c)= ""
b. picklist__c = ""
c. ISBLANK(picklist__c)
d. ISPICKVAL(picklist__c,"")
a. TEXT(picklist__c)= ""
d. ISPICKVAL(picklist__c,"")
29. Sales Manager wants to have the field on the Report that shows the growth Year by Year. What function should you use?

A. PriorValue
B. PrevGroupVal
C. ParentGroupval
D. DateValue
B. PrevGroupVal
30. One shipment, billed monthly

a. Default Billing Schedule
b. Default quantity and revenue Schedule
c. Default quantity Schedule
d. Default revenue Schedule
d. Default revenue Schedule
31. A user needs to create a user without customizing the profile

a. permission set with "Manage User" permission
b. delegated administrator
a. permission set with "Manage User" permission
32. Administrator change the account owner through Data Loader. What statements are true? Choose 2.

A. Manual Sharing will be remove
B. Criteria Based Sharing rules will be recalculated
C. Owner Based Sharing Rules will be recalculated
D. Nothing will happen
A. Manual Sharing will be remove
C. Owner Based Sharing Rules will be recalculated
33. What are the deployment tools that you need to use to delete Metadata? Choose 2.

A. Force.Com IDE
B. Force.Com Migration Tool
C. Change Set
D. Data Loader
E. Unmanaged Package
A. Force.Com IDE
B. Force.Com Migration Tool
34. What tools you need to use to migrate Metadata to Two Different Production Org? Choose 3.
A. Force.Com IDE
B. Force.Com Migration Tool
C. Change Set
D. Data Loader
E. Unmanaged Package
A. Force.Com IDE
B. Force.Com Migration Tool
E. Unmanaged Package
35. An End User requested for a Vacation Leave and subject for Approval by his Manager. End User complains that there's nothing happen once he click on Submit for Approval Button? Choose 1.

A. Approval Process does not contain approval steps
B. Check if the End User does have an Approval Manager
C. Request contains no value
D. Check System Log to troubleshoot the issue
B. Check if the End User does have an Approval Manager
36. What should be considered when deleting an Approval Process? Choose 2

a. a record is attached to the approval process
b. a record is locked (?)
c. there is an email alert and field update (?)
d. approval process is active
b. a record is locked (?)
d. approval process is active
37. Recruiting Manager requested the System Administrator to create a custom object called Position and Applicant. He wants that if the Applicant is deleted then all Position that the applicant applied will also be deleted. Position should also have many Applicants. What would be the solution on this question?

A. Create a LookUp where the Applicant is the Master
B. Create a Master Detail where the Applicant is the Master
C. Create a Junction Object
D. Create a Heirarchical Relationship between Position and Applicant
E. Create a Many to Many relationship with a Junction Object
E. Create a Many to Many relationship with a Junction Object
When merging Accounts with associated contacts, opportunities,and cases what cred do you need?

a. Del on Account, edit on contacts, opportunities and cases
b. Edit on account, del on contacts, opportunities and cases.
a. Del on Account, edit on contacts, opportunities and cases
3 ways to streamline searches in Knowledge.

a. synonyms
b. restrictive tags
c. pre dermined picklist
d. create data category
e. unsure
a. synonyms
b. restrictive tags
d. create data category
Sales user, Sys ad and Sales Director, needs to view a custom field on an object. How to achieve this?

a. Field level security to read only on these profiles
b. Create a custom profile
c. Create a record type
d. Field level security to view only on these profiles
d. Field level security to view only on these profiles
What are the instances that an opportunity will be assigned to a territory?

a. account changed ownership
b. ownership was changed and account was moved to another territory
b. ownership was changed and account was moved to another territory
How to limit the availability of picklist values

a. modify picklist values in record types
b. different page layouts in record types
a. modify picklist values in record types
Create a validation rule wherein if an opportunity is greater than 500,000. the competitor is a custom picklist value, and cannot be blank. what are the components in the validation rule. choose 2.

a. amount > 500,000 && isblank(Competitor__c) ||
b. amount > 500,000 && ispickval(competitor__c)
c. amount > 500,000 && text(Competitor__c)=""
d. amount > 500,000 && preval(Competitor__c)
e. amount > 500,000 && Competitor__c=""
b. amount > 500,000 && ispickval(competitor__c)
c. amount > 500,000 && text(Competitor__c)=""
What are the capabilities of a forecast manager? choose 2

a. view all users' forecasts directly below in the heirarchy
b. edit users' opportunity directly below in the heirarchy
c. adjust the forecasts directly below in the heirarchy
d. unsure
a. view all users' forecasts directly below in the heirarchy
c. adjust the forecasts directly below in the heirarchy
When ownership of a record changes, what will happen.

a. manual sharing is lost
b. criteria based sharing recalculates
a. manual sharing is lost
Support records with a specific record type needs access restricted, except to a Support Manageer, and 4 support users.

a. Create a public group for 5 users and create a criteria based sharing rule for the record type.
b. Create a public group for 5 users, create a parent case record and then create a criteria based sharing rule for the record type.
c. Set OWD to public
d. create a new profile for the 5 users
a. Create a public group for 5 users and create a criteria based sharing rule for the record type.
Using a workflow rule, once an opportunity is closed, an email alert should be sent out. Sales manager reports that an email alert is not being sent out. What's the best tool to check the issue? Choose 2.
a. email logs
b. audit trail
c. debug log
d. workflow monitoring
a. email logs
c. debug log
Contacts from an external source is not auto populating. What's the best tool to check the issue?

a. integration logs
b. audit trail
c. debug log
d. workflow monitoring
a. integration logs
Tools used to transfer metadata from production org to production org. Choose 2

a. Force.com IDE
b. Force.com Migration tools
c. Change sets
a. Force.com IDE
b. Force.com Migration tools
A dependent custom field was missed when uploading a change set. How can an administrator resolve the issue?

a. Deploy the current change set, create a new one, add component, deploy
b. cancel the upload, create new, add missed component, deploy
c. clone the change set, add the missed component, upload, deploy
c. clone the change set, add the missed component, upload, deploy
How to make sure that an opportunity name is unique?

a. apex triggers
b. validation rule
c. workflow rule
d. Make the label unique