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CSA Study Set
Terms in this set (195)
What Icon do you use to change the label on your favorite?
Group records are stored in which table?
What section on a task record would you use to see the most recent update made to a record?
What are examples of UI actions, relating to lists? choose four answers?
list context menu
Which feature allows you to automate business logic for a particular application or process such as approvals, task, notifications, and record Operations?
When a Flow runs an action, it generates a runtime value, which stays the same for the duration of the flow. what is the name of that runtime value?
Data pill runtime value
the employee on-boarding team has asked for a way for managers to order computers, monitors, business cards, and cell phones for new employees. how would you proceed to meet this requirement?
Create an order guide
Which resource would you use to determine if a specific user could contribute to a particular knowledge base?
User criteria diagnostics
If a knowledge base has no access details specified. what users are able to read articles in that knowledge base?
Any active user
What access does a user need to be able to import articles to a knowledge base?
While showing a customer their incident form, they ask to change the priority field title to display their internal terminology Pvalue. how would you do that? choose two answers?
1) right click on priority and select configure dictionary
2) right click on priority and select configure label) right click on priority and select configure dictionary
What controls the publishing and retiring process for knowledge articles?
What is an advantage of defining relationship types between ci classes?
it automates the loading of the ci dependency view
When using the CI dependency view, how would you view the relationship between one CI and another CI?
Hover on connection line
Of the Ci tables, which is a base table of the CMDB hierarchy?
What table acts as a staging area for records imported from a data source?
import set row table
Which field (or fields) is used as a unique key during imports?
What module enables an administrator to define destinations for imported data on any ServiceNow table?
The customer wants all users to have access to the records in the offerings table. what setting on access control definition would you use to grant access to all of the offering table records?
A manager wants to review a snapshot of month end sales performance data, as compared to sales target. in addition, the manager wants to able to see those monthly numbers trended overtime and forecasted into the future. what capability do you suggest for this manager?
scheduled reports, a custom snapshot table and a trend report.
Which component of a table contains a piece of data for one record?
What do you click when you have made modifications to your report, and you want to see the results without saving?
The report designer contains different sections for configuring your report. which section is used to specify grouping and calculations to be run against the data?
What section on the notes tab shows the history of the work documented on the record?
Your customer wants to update a notification, so it is sent to the caller and also to the manager of the caller. how would you approach this requirement?
on who will receive tab, add caller field, dot walk to caller's Manager to add managers.
An IT User calls the service desk Because they need to work on task records. all they can see his self-service on their homepage when they log into the service now instance. what issue could explain this? choose two answers?
1) that user account does not belong to any group which contains the ITIL role
2) their user account does not have itil role
What type of rules specify which user groups are responsible to work on different types of tasks?
Using the module. system properties> my company. what branding options are available?
banner image, banner text
From form designer, how would you define a section, so it displays as a tab?
Name the section
When looking at a long list of records, you want to quickly filter, to show only those which have category of hardware. How might you do that?
on the list, locate and right click on the value Hardware, select show matching
Groups are defined as what?
A team of users
What is the best way to learn about performance analytics?
take a service now performance analytics course on now learning
A subject matter expert routinely receives task which have been worked by first and level support before receiving the assignment. what could you suggest, to make it easier for the expert to read only the work notes in the activity log?
click funnel icon and select only work notes
For a customer's inventory application, several inventory applications fields on a needed-on inventory ticket. this ticket will be assigned to inventory support team members. how would you start to implement this requirement?
create inventory table as an extended table from the task table. then add the inventory specification fields, as needed.
When using the report designer, it is best practice to make copy of an existing report then make modification to your copy of that report. when viewing the report inside the designer, how would you make a copy of the report?
click on the down triangle and select insert and stay
your customer has a human resource knowledge base, which is only accessible to members of the human resource department. A new procedure regarding employee quarterly reviews needs to be published to the knowledge base but should be only visible to HR manager. how would you meet this requirement?
On the knowledge base, create an HR manager category, add user criteria for HR manager group on the categories can read list, then publish the article to that category.
While testing a catalog item for ordering an expensive computer, the mandatory approval is being skipped for requester Bob Smith, but not for any of the other requests. what could explain the issue?
the Bob Smith user account, does not have a manager specified
What module do you use to access the report that are available to you?
Why is it recommended that you Limit update sets to maximum of 100 records? Choose 2 answers?
1) reduce potential conflicts
2) make it easier to identify and review changes
Which flow components allow you to specify when a flow should be run?
Trigger and condition
A customer has asked for the following updates to a form: make resolution code mandatory, when state is changed to resolved, hide major incident checkbox, unless logged in user as major incident manager role. what type of rules would you use to implement this requirement?
UI policy and actions
What utility enables process owners to other cross enterprise workflows within a single unified process?
Process automation designer
Which type of script runs in the browser?
UI policies and client scripts
It time for end user is based on the round trip between the client and the server. What activities are included in the round trips?
What instance resource allows you to access guided tours, information about actions, and instruction on how to use inputs and outputs in your flow?
help panel (question mark Icon)
Here is as example of the criteria set for a knowledge base: Companies: ACME North America, department: HR, groups: ACME MANAGERS, Match all: yes. in this example, what user would have access to this knowledge base?
members of the ACME Manager group, who are also members of HR departments and part of ACME North America
What is a set of condition applied to a table list to show as subset of the data?
What are the different ways you can create a favorite for a particular record? Choose two answers?
1) from the record form header, click additional action menus and select create favorite
2) from list, drag record number to favorites on the navigator.
If you have the impersonate role, what type of user are you not able to impersonate?
Extended security admin
On a list, what part of the table, does each column show?
Which type of field allows you to enter freely using letters, numbers, and special characters?
To quickly return to your instances home page, what item would you click?
Which admin role is required to make changes to high security setting?
With the admin role, a user would have access to all platform features, functions, and data with what exceptions?
human resources and security operations
From the my approval module, you want to quickly authorize a request. how can you do this quickly from the list view?
right click on the requested state, select approve
What attributes can you manage using system properties> basic configuration UI16? Choose five answers?
1) base theme
2) banner image
3) browser tab title
4) module text color
5) header background color
What module do you use to access the full screen view of connect?
Connect> connect chat
A new employee joins the IT department and needs to perform work assigned to network and Hardware groups. how would you set up their access? Choose 3 answers?
1) add user account to hardware group
2) Create user account
3) add user account to network group
When would you use the following steps? i) Homepage admin > pages ii) Right click on homepage record iii) select unload portal page
to add a homepage to an update set
On a business rule, when setting determines at what points the rule executes. what are the options for specifying that timing?
Before, after, Async, display
What is the language used for scripting in the ServiceNow?
Which script can run when a record is displayed, inserted, updated, deleted or when a table is queried?
What process allows user to create, categorize, review, approve and browse important information in a centralized location that is shared by the entire organization?
Which storefront is a single location for accessing prebuilt spokes, to quickly integrate with 3rd party services to build and share content?
Which role can manage multiple knowledge bases?
You are creating a catalog item for ordering a new desktop computer. The computer have these options: color: black or silver, ram: 32 MB or 64 MB, keyboard: standard or economic, monitor: 24 inch or 32 inch. how would you add this option to the catalog item form?
A service catalog project will involve building 80 catalog items. for each of the catalog items, the following fields will be mandatory on the forms:a) requested for) requested by) approving manager) delivery instructions all of the other variables will be specific to the individual catalog item. what features would you use when designing the catalog item form?
create one variable set for the four variables; then add the variable set to each of the eighty catalog items
What is the best practice regarding data imports?
Plan time before your import to remove obsolete or inaccurate data.
Which service now resource can be used as a blueprint to map your IT services to service now?
common service data model (CSDM)
What are the steps for importing data using an import set?
Load the data; create transform map; transform data; clean up import table
You have been asked to create a way for users to order a new iPhone, but only if they get two levels of approval. the approvers and users should be automatically notified at each approval level. what feature would you use to manage the approvals and notification?
When importing data, what happens to imported rows, if no coalesce field is specified?
all rows are treated as new records. no existing records were updated
What tool allows you to drag and drop to specify links between source fields on an import set table and destination fields on any service now table?
Mapping assist utility
When importing data from a spreadsheet which step defines where the incoming data columns will be written in the receiving tables?
To quickly return to a homepage you were using 5 minutes ago, which item would you click?
What is the most important thing to remember about activating a plugin?
plugins once installed cannot be uninstalled
Certain tables have a prefix like HR_. which kind of tables has a name that starts with a custom prefix?
scoped application table
Within the report library, there are many baseline reports that can be used for learning about reports. what could you search for to locate ITIL best practice indicator reports?
While on an incident record, how would you add a tag for" special Handling" To the record?
Click on the .... icon, click add tag, type special handling, press enter
When using context menu on list, form, and column headings, what are the quickest ways to access the menus? choose two answers?
1) right click on the list, form, or column heading
2) click on context menu icon
Which icon in the banner do you use to turn on the application picker and the update set picker?
A new service desk employee in Latin America complains that the create dates and time are incorrect on their incident list. what would you suggest to fix this issue?
Have them use the gear icon to set the employees time zone
A department uses SLA data extensively to run reports. they keep asking for help with building reports off of the same set of tables. they seem to be conducted by dot walking. What could you do to make it easier for them to build their reports?
create a data source for them and show them how to use it
What are examples of core tables in the ServiceNow platform?
User, task, incident
What are benefits of assigning work tasks to a group, rather than to an individual? choose six answers?
1) group members can pick task based on the SLA urgency
2) groups can assign task to users based on on-call schedules
3) group can assign task to users based on skills
4) groups can assign task to user based on availability
5) group members can pick task, based on highest priority
6) group members can choose their preferred task from my groups works
What sections on the CI form, can you find information about the other CIs associated with your CI?
A manager wants to run a report showing how many service requests have been fulfilled for business cards since the beginning of the year. what table would they select for building this report?
Your customer requires that they be able to monitor which users are performing impersonation in their instance. what would you do to meet that requirement?
activate the glide.sys.log_impersonation script
Sections on a form can appear as: one or two columns, tabs. From form designer, how do you define a section, so it displays as a tab?
name the section
A manager is complaining that they can't get the data that they need on a report, because the data resides in two different tables. this data is used for many different reports in their department. you have checked to see if dot walking will meet the requirement and it is not possible. what else might you try to help this manager?
create a database view
tables can be characterized in multiple ways. which of this combination is impossible?
custom and core
What are advantages of using flow designer? choose three answers?
1) less manual scripting
2) reduces technical debt
3) smooth integration with 3rd party systems
What policies are applied to all data entered into the platform via form (UI), import sets or web services?
You have been asked to configure a form so an Employee could order a tablet and select the standard accessory options to purchase with it. these Standard options are carrying case, screen cleaner, tablet stand, and screen protector. what approach would you take? choose three answers?
1) create catalog item for the tablet and add a variable set to the form for the accessory options
2) Create a record producer and on the form, add a checkbox variable for each accessory options
3) create catalog item for the tablet, and on the form, add a checkbox variable for each accessory option
When moving a homepage or dashboard between instances, what must you remember?
manually add them to the update set
What is a classic example of a scenario where the tables could have many too many relationships?
vendors can sell multiple products and products can be sold by multiple vendors
Your customer wants to add the company's email banner to each customer Facing email notification. how would you approach this requirement?
create a company email template
What catalog tool would you use to create a catalog item or record producer?
On a form header, what icon would you Click to access template features?
more options (....)
Which tab on the knowledge base record, would you use to identify the set of users who are able to read articles in that knowledge base?
When adding a related list to a form, you choose the related list from the list collector. what is an example of a related list you might see on the list collector? choose 3 answers?
1) Outages > Task number
2) catalog task> parent
3) HR case> parent
In flow designer, where is the data from an action stored so it can be used in subsequent actions in the flow?
Which module would you use to create a new automation of business logic such as approvals, task and notifications?
process automation> flow designer
What are the different types of data sources, which may be imported into service now? Choose 4 answers?
1) JDBC connection
2) network server
3) LDAP connection
4) local sources (i.e., XML, CSV, excel)
What are the examples of UI actions relating to forms? Choose three answers?
1) form context menu
2) form links
3) form buttons
Which icon would you double Click to expand and collapse the list of all applications and modules?
On what part of the service now instance, would you find the option to impersonate user?
What are the main components of the form design interface? Choose 3 answers?
1) form layout
2) page header
3) field navigator
What features are available in knowledge management to support continuous improvement on the knowledge articles? Choose 4 answers?
1) flag article
2) tag as helpful
3) Add comments
4) rate with stars
When a custom table is created, which access control rules are automatically created? Choose 4 answers?
When you set a policy that is applied to all data entered into the platform (UI, import sets, or web services). where does this policy require the Default?
Which tool is used to define relationship between fields in an imports Set table and a target table?
How would you navigate to the schema map for a table?
system definitions> tables. select table. Go to related links and click show schema map
What feature allows you to limit users able to contribute or read knowledge within a knowledge base?
What does natural language query allow you to do on a list?
filter list by typing in a phrase
Your customer has a human resource knowledge base, which is only accessible to members of the human resource department. A new procedure regarding employee quarterly reviews needs to be published to the knowledge base but should be only visible to HR manager. how would you meet this requirement?
Add user criteria for HR manager group on the can read list of the article
What type of entitles can receive task assignments, in service now? choose two answers?
groups and users
What capability allows users to create dashboards with big widgets to visualize data over time in order to identify areas of improvement?
Which would you follow when testing a catalogue item that has a manager approval flow? Choose three answers?
1) use your admin account, so you can approve the items quickly
2) impersonate the requester to ensure the form works
3) make sure the requesters user record as manager specified
When designing a flow, how do you reference data from a record, in that flow?
drag the data pill onto the flow definition
After finishing your work on high security setting, what is a possible way to return to normal admin security levels?
logout and back in
Access controls are evaluated in this order: 1. Match Object against table ACL 2. Match The object against field ACL. Within step one above, what order are the table ACLs evaluated?
specific to general: table ACL, parent table ACL, wildcard(*) ACL
When selecting the target table for an import, which table can you select? choose three answers?
1) tables within the existing application scope
2) tables within the global scope
3) tables which allow write access to other applications
A user wants to create a set of filter conditions, where they want to show records which satisfy two conditions: 1. incidents where the state is closed, 2. incidents where assignment group is network. after clicking the funnel icon, what should the user do?
define the first condition; click AND button; define second condition; click run
What import utility does the system use when the field names on the import set match the name of the fields on the target table?
Report designer contains different sections for configuring your report which section is used to adjust the look of your report, including colors, titles and legend layout?
Which statement correctly describes the difference between a client script and a business rule?
a client script executes on the client and a business rule executes on the server
What are the advantages of using flow designer? choose three answers?
1) reduces technical debt
2) less manual scripting
3) smooth integration with 3rd party system
What tool is used to import data from various data sources and map that data into service now tables?
How would you distinguish between a base class table and a parent class table?
base class table is not extended from another table. parent class tables may be extended from another table
What are three security modules often used by the System Administrator? choose three answers?
1) system properties> security
2) system security> high security settings
3) system security> access control (ACL)
On a filter condition, which component is always a choice list?
Many actions are included with the flow designer, what are some frequently used core-actions? choose four answers?
1) wait for condition
2) create record
3) look up record
4) ask for approval
For your implementation, the following tables are extended from each other. 1) Incident table is extended from task table 2) super incident table is extended from incident table. in this situation, which tables are parent, child and base tables? choose five answers?
1) super incident table is a child table
2) task table is a parent table
3) task table is a base table
4) incident table is a parent table
5) incident table is a child table
Which is the most efficient way to move large amount of data between instances?
export to XML
Which service now utility gives a service desk agent the ability to trace from a service Having an issue, to see which Cis supporting that service have active issues?
CI dependency view
When importing spreadsheet data into service now, what is the first step in the process?
When managing tags, you can adjust who is able to see it. what are the visibility options? choose three answers?
b) groups and users
Which modules can you use to create a new table? choose two answers?
1)tables and columns
What service now feature allows you to include data from a secondary related table on a report?
Which of the following are not included in an update set by default? Choose 3 Answers?
2) scheduled jobs
What options can you see, when you right click on a CI, from the CI dependency view map? choose three answers?
1) view affected Cis
2) view related tasks
3) view recent outages
You have heard about a new application released by service now. you want to try it out, to see if it might be useful for your company's service now implementation. what would be the best way to get hands on experience with the new application?
active the application plug in, on your personal dev instance
On a filter condition, there is an element, which is based on the table, the user access rights, and column on the table. what is this element called?
Which module would you use to customize your instance banner image, text and colors?
system properties> basic configuration UI16
Which service now capability provides assistance to help users obtain information, make decisions and perform common work task via messaging interface?
Service now contains over 25 different report types. what are some of the types? choose five answers?
5) Horizontal Bar
On the CI dependency view, what enables you to trace from an infrastructure item, like a server, to the server that is dependent on that server?
Which one statement correctly describes access control rule evaluation?
if a row level rule and a field level rule exist, both rules must be true before an operation is allowed
Which one of the following describe the primary operations performed against tables in the service now platform?
create, read, write, delete
What are advantages of using spokes for integration? Choose 3 answers?
1) reduces the need for code
2) features scale and control mechanism
3) ensures discoverability and reuse
When looking at a long list of records, you want to quickly filter, to show only those which have short description containing email. how might you do that?
click list magnifier to expand column search, on short description, type *email, click enter
What component of ServiceNow infrastructure defines every tables and fields in the system?
A task worker asks how they can monitor any updates occurring to records assigned to him, like responses from customers. what do you suggest?
on my work list, select activity stream icon to show a frame with live updates
You have an existing customer, who is using work flows for their catalog item. Existing purchasing policies to require approval for any request that totals over $1000. However, management wants to change the approval threshold to $1500. which workflow would you update to make this change?
service catalog request
After you create a new table, what is the best practice regarding the navigation pane? Choose 2 answers?
1) create application menu with the same name as the table label
2) Create module with the plural of the table label
What is the platform name for the group table?
From a form, what would you Click to modify the order of the fields on the form? Choose 2 answers?
1) context menu> configure> form layout
2) right click on header> configure> form design
On access control definitions, what are ways you can set the permissions on a table? Choose 3 answers?
2) script that sets the answer variable to true or false
3) conditional expressions
What is used to determine user access to knowledge bases or a knowledge article?
What is the result of the order in which access controls are evaluated?
Ensures user has access to a table, before evaluating access to a field in the table
What is a no-code approach to control the mandatory or read only state of a form field?
Which module is used as the first step for importing data?
Which tool graphically displays an infrastructure view for a configuration item (CI) and Its relationship with the other CIs?
What is the most common role that has access to almost all platform features, Functions and data?
What service now features can be triggered by events, and is used to inform users about activities or updates in service now?
The serviceNow platform includes which type of interfaces? Choose 3 answers?
1) Now mobile apps
2) service portals
3) now platform user interfaces
An IT manager is responsible for the network and hardware assignment groups, each group contains 5 team members. These team members are working on many tasks, but the manager cannot see any tasks on the service desk > My Groups Work List. What could explain this?
the manager is not a member of the network and hardware groups.
You are showing your customer a new form that you have created for their new application. they would like to add a field to the form. where could you do that? Choose 2 answers?
1) click on context menu, select configure > form design
2) right click on the form header, select configure > form layout
A role is defined as what?
a collection of permissions
Which application is used primarily to load data into service now?
system import sets
What are the three key tables in an enterprise CMDB? Choose 3 answers?
How would you define an access control, to allow a user with itil role to have permission to create incident records?
Name: incident.none; operation: create; role: itil
What do you activate when you want to add applications or functionality within your development instance?
from a form, what would you Click to add additional fields to the form? Choose 2 answers?
1) context menu > configure > form design
2) context menu > configure > Form layout
What resource can you use to view details of the tables and configuration items (CIs) associated with a particular use case?
how much service data model (CSDM) Product View
Service now contains a resource which provides the following: 1) A standard and shared set of service related definition across service now products and platforms that will enable and support true service level reporting. 2) A CMDB framework across our products and platforms that will enable and support multiple configuration strategies. what resource do these statements describe?
common service data model (CSDM)
What type of query allows you to filter list data using normal words, instead of the condition builder?
natural language query
What is the best practice related to using the default update set for moving customization and instances?
you should not use the default update sets for moving between instances
What is the name of the table relationship, where two or more tables are related in a bidirectional relationship, so that the related records are visible from both tables in a related list?
What function do you use to add buttons, links, and context menu items on forms and list?
What feature do you use to specify which users are you able to access a service catalog item?
Tables may have a one-to-many relationship. from the service catalog, what are examples of tables having a one-to-many relationship? Choose 3 answers?
1) one request can have many requested items
2) one requested item can have many approvals
3) one requested item can have many catalog tasks
On a form header, what is the three-bar icon called?
additional actions or context menu
A user is complaining that they are seeing a blank page, when they click create new, from your custom inventory application. you have confirmed that they can see the inventory application, and the create new module on the application navigator. what could be the cause of this issue?
user has read role, but not the write role on the inventory table
Which service now capability allows you to provide knowledge articles, via a conventional messaging interface?
You are asked to create an option in the service catalog, which will allow a user to click get help and describe the issue they are having. these forms should create incident records, which are automatically routed to the service desk, which method would you use?
create record producer
When moving multiple update sets at one time, what might you do to facilitate the move?
What are the components that make up a filter condition? Choose 3 answers?
When impersonating a user for testing purpose, what is the best way to return the instance, logged in with in your user account?
What type of field has a drop-down list, from which you can pick from predefined options?
A customer requests the following data quality measures to be added: 1. incident number should be read only on all list and forms, For all users. 2. short description field should be mandatory, on all records, across all applications, on insert. which type of policy would you use to meet this requirement?
User records are stored in which table
Your Customer would like to create a new templates to notify users who are affected by network outage at their site. which module would you use to create a new notification?
system notification > email > notification
Two departments (HR onboarding and facilities) have come to you, asking for a way for employees to request event room setup services. The requirements are the same for the form and the task routing to the facilities assignment group. 1) For HR, the item will be used primarily for the onboarding condition, for employees orientation sessions. 2) for facilities, the item will be used for anyone in the company who needs room setup services. However, both departments have their own service catalogs. what do you do, to support these requirements?
create one catalog item for HR event room setup and one for facilities even room setup; then publish each to the appropriate catalog
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