CSA Questions

Flashcards from lecture notes

What is a characteristic administrators should know about Service Catalog variables when creating new items?

A) Service Catalog variables are local by default

B) Service Catalog variables are global by default

C) Service Catalog variables are read-only by default

D) Service Catalog variables are hidden by default

Service Catalog variables are global by default

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

A) Discovery

B) Service Mapping

C) IntegrationHub ETL

D) Configuration Compliance

Discovery, IntegrationHub ETL (A, C)

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

A) Forms

B) Lists

C) UI Pages

D) Modules

UI Pages

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

A) Identifying data sources

B) Mapping fields using a Field Map

C) Creating new tables

D) Running scheduled imports

Mapping fields using a Field Map

In what order should filter elements be specified?

A) Value, Field, then Operator

B) Operator, Field, then Value

C) Field, Operator, then Value

D) Value, Operator, then Field

Field, Operator, then Value

Which statement is true about business rules?

A) A business rule can only be triggered by user actions

B) A business rule can be a piece of Javascript

C) A business rule can only modify data in the database

D) A business rule can only be executed on form submission

A business rule can be a piece of Javascript

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

A) Visual Task Board

B) Connect Chat

C) Service Portal

D) Knowledge Base

Connect Chat

What is a schema map?

A) A visual representation of business processes

B) A diagram of network infrastructure

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

D) A tool for managing user roles and permissions

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

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

A. Service Processes

B. User Permissions

C. Tables and Fields

D. A Database

E. The Dependency View 

All except B

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

A. Names of Applications and Modules

B. Names of Modules

C. Names of Applications

D. Favorites

E. History Records

F. Titles of Dashboard Gauges

Names of Applications and Modules, Names of Modules, Names of Applications, Favorites (A, B, C, D)

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

A) Always use the Default Update Set for all customizations

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

C) Update Sets should be limited to a single application

D) Update Sets are automatically applied to production instances

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

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

A) Client Script

B) Business Rule

C) UI Policy

D) UI Action

UI Action

Table Access Control rules are processed in the following order:

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

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

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

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

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

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

A) It is used to create new fields on a table

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

C) It allows you to define access controls for a specific column

D) It is used to define the data type of a column

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

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

A) Banner Image

B) User Roles

C) Browser Tab Title

D) System Date Format

Banner Image, Browser Tab Title, System Date Format ( A, C, D)

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

A) Insert saves changes and stays on the form and Update creates a new record and exits the form

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

C) Insert creates a new record and stays on the form and Update saves changes and exits the form

D) Insert creates a new record and Update saves changes, both stay on the form

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

How is the Event Log different from the Event Registry?

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

B) Event Log contains generated Events, the Event Registry is a table of Event definitions

C) Event Log and Event Registry are different names for the same thing

D) Event Log is used for debugging scripts, Event Registry is used for logging user activity

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

What is a Dictionary Override?

A) A way to bypass Access Control rules

B) A Dictionary Override sets field properties in extended tables

C) A tool for creating new tables

D) A method for importing data into ServiceNow

A Dictionary Override sets field properties in extended tables

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

A) Groups

B) ACLs

C) Roles

D) Users

Roles

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

A) They require manager approval

B) They direct the user to a record producer

C) They are available to all users

D) They use the same workflow

They direct the user to a record producer

What is the Import Set Table?

A) The final destination for imported data

B) A staging area for imported records

C) A table that stores transform maps

D) A log of all import activities

A staging area for imported records

What is a characteristic of importing data into ServiceNow?

A) Each import set requires a unique transform map

B) An existing Transform Map can be used multiple times on the same import set

C) Data is automatically transformed upon loading

D) Import sets can only be created by administrators

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

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

A) Catalog Definitions

B) Maintain Items

C) Catalog Administration

D) Service Catalog Home

Maintain Items

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

A) String, Integer, Attachment

B) Multiple Choice, Select Box, and Checkbox

C) Date, Time, Duration

D) Reference, List Collector, URL

Multiple Choice, Select Box, and Checkbox

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

A) Knowledge Base, Announcements, User Profile

B) Record Producers, Order Guides, and Catalog Items

C) Incident, Problem, Change

D) Reports, Dashboards, Visual Task Boards

Record Producers, Order Guides, and Catalog Items

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

A) The new table does not inherit any fields from the parent table

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

C) The new table inherits only the key fields from the parent table

D) The new table replaces the parent table

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

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

A) Draft

B) Review

C) Published

D) Retired

Published

What is the purpose of a Related List?

A) To present related records

B) To create new records

C) To filter records

D) To sort records

To present related records

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

A) A Service Catalog flow is used to create new catalog items

B) A Service Catalog flow is used to manage user roles and permissions

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

D) A Service Catalog flow is used to generate reports and dashboards

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

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

A) report

B) schedule

C) task

D) change

task

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

A) Tags

B) Filters

C) Bookmarks

D) Labels

Tags

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

A) Local database

B) OAuth

C) LDAP

D) SSO

E) SAML

Local database, LDAP, SSO (A,C,D)

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

A) Groups

B) Roles

C) Conditional Expressions

D) Scripts

Roles, Conditional Expressions, Scripts (B, C, D)

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

A) Application Navigator

B) Content frame

C) Banner frame

D) System Settings

Banner frame

How do you make a list filter available to everyone?

A) Assign a name and save

B) Assign a name, set visibility, and save

C) Set visibility and save

D) Share with group

Assign a name, set visibility, and save

How is a group defined in ServiceNow?

A) A group is a collection of roles

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

C) A group is a set of permissions

D) A group is a type of user

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

What is a role in ServiceNow?

A) A role is a collection of users

B) A role is one record in the Role [sysuserrole] table

C) A role is a set of groups

D) A role is a type of permission

A role is one record in the Role [sysuserrole] table

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

A) Freeform

B) Guided

C) Feature

D) Flexible

Feature

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

A) Client Script

B) Business Rule

C) UI Policy

D) Workflow

Business Rule, Workflow (B, D)

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

A) User [sys_user]

B) Task [task]

C) Configuration Item [cmdb_ci]

D) Group [sys_user_group]

Task [task]

What is a sys_id?

A) A system user's identification number

B) Unique 32-character identifier that is assigned to every record

C) A type of business rule

D) A security access control

Unique 32-character identifier that is assigned to every record

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

A) abc

B) custom*abc

C) u_abc

D) global_abc

u_abc

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

A) For a specific row, column, or table

B) Only for tables

C) Only for rows

D) Only for columns

For a specific row, column, or table

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

A) Load Data, Create Transform Map, Run Transform

B) Discover Data, Analyze Data, Import Data

C) Map Data, Transform Data, Clean Data

D) Export Data, Load Data, Transform Data

Load Data, Create Transform Map, Run Transform

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

A) CI Relationship Editor

B) Dependency Walker

C) Schema Map

D) CMDB Explorer

CI Relationship Editor

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

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

B) UI Policies only run on the client side, while Data Policies only run on the server side

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

D) Data Policies are used for form interactions, while UI Policies enforce data consistency in the database

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

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

A) Changes made to: users, groups, and roles

B) Changes made to: incidents, problems, and changes

C) Changes made to: table, forms, views, and fields

D) Changes made to: business rules, client scripts, and UI policies

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

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

A) an application

B) a connection

C) a spoke

D) a module

a spoke

Which one statement correctly describes Access Control rule evaluation?

A) Only the table level rule is evaluated

B) Only the field level rule is evaluated

C) If either a low level rule or a field level rule is true, the operation is allowed

D) If a low level rule and a field level rule exist, both rules must be true before an operation is allowed

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

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

A) The tasks are not assigned to the groups

B) The manager does not have the itil role

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

D) The tasks are closed

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

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

A) Business Rules

B) Homepages

C) Data

D) Schedules

E) Scheduled Jobs

Homepages, Data, Schedules, Scheduled Jobs (B,C, D, E)

You are showing your customer a new form that you have created for their new application. They would like to add a field to the form. Where could you do that? (Choose two.)

A) Right click on form header, select Configure > Form Layout

B) Navigate to System Definition > Tables and add the field

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

D) Edit the UI Policy for the table

Right click on form header, select Configure > Form Layout, Click on context menu, select Configure > Form Designer (B,C)

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

A) number

B) sys_class_name

C) sys_id

D) display_name

sys_id

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

A) Create a UI Policy that hides the Catalog Item from managers

B) Create a Business Rule that cancels the order if the user is a manager

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

D) Create a new Role for first line workers and only allow that role to access the Catalog Item

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

What needs to be specified, when creating a Business Rule? (Choose four.)
A. UI action
B. Table
C. Fields to update
D. Who can run
E. Script to run
F. Application scope
G. Update set
H. Timing
I. Condition to evaluate

Table, Script to run, Timing, Condition to evaluate (B,E,H,I)

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

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

B) Click the Report button on the form

C) Navigate to Reports > Create New

D) Export the list to Excel and create a chart

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

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

A) Service Portal

B) Knowledge

C) Community

D) Connect Chat

Knowledge

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

A) Change the system time zone for all users

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

C) Create a business rule to adjust the time zone for incidents

D) Update the system date/time format

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

What are three security modules often used by the System Administrator? (Choose three.)
A. System Properties > Security
B. Utilities > Migrate Security
C. System Security > Security
D. Self-Service > My Access
E. System Security > Access Control (ACL)
F. Password Management > Security Questions
G. System Security > High Security Settings

System Properties > Security, System Security > Access Control (ACL), System Security > High Security Settings (A,E,G)

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

A) Make sure the latest flows are activated

B) Use the default admin user for testing

C) Impersonate the requester to ensure the form works

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

Make sure the latest flows are activated, Impersonate the requester to ensure the form works, Make sure the requester's user record has a manager specified (A, C, D)

What is specified in an Access Control rule?

A) Table and Field names
B) Object and Operation being secured; Permissions required to access the object
C) User and Role names
D) Script and Condition

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

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

A. Star
B. Clock
C. Application
D. Funnel

Application

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

A) Add a visibility business rule
B) Create a custom application for HR managers
C) Add the Department Manager group to the catalog item’s user criteria
D) Configure the catalog item roles to include HR managers

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

Access Control rules are applied to a specific table, like the Incident table. What is the object name for a rule that is specific to the Incident table and the Major Incident field?

A. Incident.Major_Incident
B. incident=>major_incident
C. incident<=>major_incident
D. incident||major_incident
E. incident.major_incident

incident.major_incident

Two departments (HR Onboarding and Facilities) have come to you, asking for a way for employees to request event room set up services. Given these requirements, what do you do, to support these requirements?

A) Create two Catalog Items for Event Room Set Up; one for each Department
B) Create one Catalog Item for Event Room Set Up; then publish to both Catalogs.
C) Create two Record Producers; one for each Department
D) Create one Record Producer; then publish to both Catalogs.

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

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

A) Revert the system properties
B) Disable elevated privileges
C) Log out and back in
D) Switch to the default update set

Log out and back in

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

A. Process Automation > Flow Designer
B. Process Automation > Flow Administration
C. Process Automation > Workflow Editor
D. Process Automation > Process Flow
E. Process Automation > Active Flows

Process Automation > Flow Designer

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

A. Report Dashboard > Create New
B. Reports > Getting Started
C. Performance Analytics > Reports
D. Self-Service > Reports
E. Reports > Create New

Reports > Create New

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

A) Load Data
B) Create Transform Map
C) Run Transform
D) Clean Up Import Table

Run Transform

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

A. On list Context Menu, select Group By > Category
B. On the Filter Menu, select Group By > Category
C. Click Group On icon, select Category
D. On Navigator Filter, type tablename.group.category and press enter
E. On the Category column title, click Context menu > Group By Category

On list Context Menu, select Group By > Category, On the Category column title, click Context menu > Group By Category (A, E)

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

A) Can Contribute
B) Cannot Contribute
C) Workflow
D) Permissions

Cannot Contribute

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

A) List Editor
B) Form Designer
C) Bulk Record Update
D) UI Policy

List Editor, Bulk Record Update (A, C)

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

A. Knowledge Authors
B. Knowledge Contributors
C. Knowledge Controller
D. Knowledge Managers
E. Knowledge Category Managers
F. Knowledge Submitters
G. Knowledge Owners
H. Knowledge Taxonomy Owner

Knowledge Authors, Knowledge Contributors (A, B)

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

A. Tables & Columns
B. Dictionary
C. Data Class Manager
D. Dictionary Dashboard
E. Database View
F. Schema

Tables & Columns, Dictionary Dashboard (A, C)

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

A. Knowledge > Home
B. Self-Service> Knowledge
C. Knowledge > All
D. Knowledge > Knowledge Bases
E. Knowledge > Overview

Self Service > Knowledge

A customer requests the following data quality measures be added: Incident numbers should be read only, on all lists and forms, for all users. Short Description field should be mandatory, on all records, across all applications, on Insert. Which type of policy would you use to meet this requirement?

A. Data Quality Policy
B. Dictionary Design Policy
C. UI Data Policy
D. UI Policy
E. Field Criteria Policy
F. Data Policy

Data Policy

What type of user (persona) has clearly defined paths and workflows in the platform and has one or more roles (i.e., itil and approver_user)?

A. Workflow User
B. Request Fulfiller
C. ITSM User
D. Approving Manager
E. Service Desk User
F. Process User

Process User

Which module would you use to customize your instance’s banner image, text, and colors?

A. System UI > UI Pages > Branding
B. Service Portal > Portals > Branding
C. System Properties > Basic Configuration UI16
D. System Properties > Branding
E. Homepage Admin > Pages > Branding

System Properties > Basic Configuration UI16

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

A. Coalesce Data
B. Transform Data
C. Import Data
D. Load Data

Load Data

What is a key difference between Reporting and Performance Analytics?

A. Performance Analytics contains snapshots of data taken over time; Reporting shows only the data as it is, at the moment the report is run.
B. Performance Analytics can show trends; Reports cannot.
C. Reports can be run on a scheduled basis; Performance Analytics cannot.
D. Performance Analytics data can be published to Dashboards; Reports cannot.
E. Performance Analytics shows KPIs; Reporting does not.

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

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

A. Configure Lists
B. Show Options
C. Configure Task
D. Show Choices
E. Show Choice List
F. Configure Options

Show Choice List

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

A. System Notification > Email > Notifications
B. Administration > Notification Overview
C. System Properties > Email > Settings
D. User Preferences > Email > Notifications
E. Click Gear > Notifications > New

System Notification > Email > Notifications

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

A. Drag the table icon onto the flow definition
B. Use the condition builder to specify the desired values
C. Specify the source table on the data pill related list
D. Drag the data pill onto the flow definition
E. Add the table reference using the slush bucket

Drag the data pill onto the flow definition

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

A. Group
B. Department
C. My reports
D. Team
E. Dashboards
F. Global
G. Admin
H. Analytics
I. All
J. Company

Group, My reports, Global, All (A, C, F, I)

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

A. Agent Workspace
B. Chat bot
C. Virtual Agent
D. Knowledge Chat
E. Now Support

Virtual Agent

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

A. Flows
B. Action Sequences
C. Action Sets
D. Task Flows
E. Flow Diagrams

Flows

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

A. UI Policies
B. UI Settings
C. UI Actions
D. UI Config

UI Actions

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

A. Local Sources (i.e. XML, CSV, Excel)
B. Implementation Spoke
C. DataHub
D. JDBC Connection
E. Network Server
F. LDAP Connection

Local Sources (i.e. XML, CSV, Excel), JDBC Connection, Network Server, LDAP Connection (A, D, E, F)

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

A. Scenario Dashboard
B. CI Use Case Modeler
C. CMDB Use Case Modeler
D. Common Service Data Model (CSDM) product view

Common Service Data Model (CSDM) product view

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

A. Supports advanced developers
B. Enables complicated scripting
C. Reduces technical debt
D. Less manual scripting
E. Smooth integration with 3rd party systems

Reduces technical debt, Less manual scripting, Smooth integration with 3rd party systems (C, D, E)

A manager wants to view a snapshot of month-end Sales performance data, as compared to Sales targets. In addition, the manager wants to be able to see those monthly numbers trended over time, and forecasted into the future. What capability do you suggest for this manager?

A. Scheduled Reports, a custom snapshot table, and a Trend report
B. Scheduled Reports and Excel
C. Scheduled Reports, a custom snapshot table, and a Projection report
D. Performance Analytics
E. Key Performance Indicators

Performance Analytics

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

A. Add the role Log Write [sn_log_write] to the Impersonator Group
B. Create user update set for impersonation tracking
C. Activate the glide.sys.log_impersonation property
D. From User icon, select Elevate Roles
E. On the Impersonator role record, right click and select Create Log

Activate the glide.sys.log_impersonation property

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

A. Trigger runtime value
B. Sequence runtime value
C. Starting runtime value
D. Data pill runtime value
E. Input runtime value

Data pill runtime value

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

A. Can Read Role
B. Catalog User Role
C. Can Order Tab
D. User Criteria

User Criteria

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

A. Factor
B. Field
C. Datapoint
D. Element
E. Item

Field

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

A. Choice
B. Picker
C. Drop down
D. Option

Choice

Which role can manage multiple knowledge bases?

A. knowledge_base_admin
B. kb_admin
C. sn_kb_admin
D. knowledge_admin

knowledge_admin

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

A. Group members can choose their tasks from My Groups Work
B. Groups can assign tasks to users based on on-call schedules
C. Site support members can pick tasks, based on Location
D. Groups can assign tasks to users based on skills
E. Group members can avoid tasks, which are nearing SLA breach
F. Groups can assign tasks to users based on availability

Group members can choose their tasks from My Groups Work, Groups can assign tasks to users based on on-call schedules, Groups can assign tasks to users based on skills, Groups can assign tasks to users based on availability (A, B, D, F)

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

A. Browser tab title
B. Module text color
C. Preferred browser
D. Base theme
E. Font style
F. Animation style
G. Header background color
H. Banner Image

Browser tab title, Module text color, Base theme, Header background color, Banner Image (A, B, D, G, H)

You are asked to create an option in the Service Catalog, which will allow a user to click Get Help and describe the issue they are having. These forms should create incident records, which are automatically routed to the Service Desk. Which method would you use?

A. Create Record Producer
B. Create Catalog Item
C. Create Order Guide
D. Create Content Item

Create Record Producer