Flashcard Servicenow CSA | Quizlet

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

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 table, click Context menu > Group By Category

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

e. On the Category column table, click Context menu > Group By Category

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

a. Run Transform

b. Run Import

c. Import Dataset

d. Execute Transform

e. Schedule Transform

a. Run Transform

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

a. Retrieve, Preview, Commit

b. Specify, Transform, Apply

c. Retrieve, Assess, Apply

d. Get, Test, Push

e. Pull, Review, Push

a. Retrieve, Preview, Commit

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. Reports > Create New

d. Reports > Create New

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

a. itil user

b. Any user with an article's permalink

c. Any active user

d. No users

e. Users with kb_user role

c. Any active user

Which application is used primarily to load data into ServiceNow

a. Import Hub

b. System Import Sets

c. Data Import Configure

d. Import Management

b. System Import Sets

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

a. Module

b. Content Frame

c. Application

d. Banner

d. Banner

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

a. Merge Default update sets before moving between instances

b. Submit Default update set to application repository

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

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

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

What are the three key tables in an enterprise CMBD?

a. cmdb

b. sn_cmdb_bak

c. cmdb_rel_ci

d. sn_cmdb

e. cmdb_bak

f. cmdb_ci

g. sn_cmdb_ci

a. cmdb

c. cmdb_rel_ci

f. cmdb_ci

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

a. sn_kb_read sn_article_read

b. Privacy Settings

c. Read Access Flag

d. User Criteria

d. User Criteria

What are the main components of the Form Design Interface? (Choose 3)

a. Field Layout

b. Page Header

c. Field Navigator

d. Field Picker

e. Form Layout

b. Page Header

c. Field Navigator

e. Form Layout

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

a. Access List

b. Can Access

c. Accessible to

d. Can Read

d. Can Read

What are examples of Core tables in the ServiceNow platform?

a. Configuration, Connect, Chat

b. Team, Party, Awards

c. User, Task, Incident

d. Work, Caller, Time

c. User, Task, Incident

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

a. Schema Map

b. Dependency View

c. Dependency Map

d. Database View

b. Dependency View

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

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

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

c. Ensure user has access to the application, before evaluating access to a module within the application

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

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

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 formats 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

a. Create Record Producer

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

a. Match fields

b. Coalesce fields

c. Key fields

d. Sys IDs

b. Coalesce fields

What attributes can you manage using System Properties > Basic Configuration UI16? 5

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

a. Browser tab title

b. Module text color

d. Base theme

g. Header background color

h. Banner Image

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

a. SQL

b. Dot Walking

c. Outer Join

d. Joins

b. Dot Walking

What are benefits of assigning work tasks to a group rather than to an individual? Choose 4

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 skill

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

f. Groups can assign tasks to users based on availability

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

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

d. Groups can assign tasks to users based on skill

f. Groups can assign tasks to users based on availability

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

a. A client script executes before a record is loaded and a Business Rule executes after a record is loaded

b. A client script executes on the server and a Business Rule executes on the client

c. A client script executes on the client and a Business Rule executes on the server

d. A client script executes before a record is loaded and a Business Rule executes after a record is updated

c. A client script executes on the client and a Business Rule executes on the server

Which role can manage multiple knowledge bases?

a. knowledge_base_admin

b. kb_admin

c. sn_kb_admin

d. knowledge_admin

d. knowledge_admin

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

a. Agent Assist

b. Virtual Agent

c. Now Messenger

d. Now Chat

b. Virtual Agent

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

a. Notifications

b. Alerts

c. Texts

d. Events

e. Emails

a. Notifications

b. Alerts

User records are stored in which table?

a. user [sys_user]

b. user [sn_user]

c. user [u_sys_user]

d. user [s_user]

a. user [sys_user]

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

a. Choice

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

a. Factor

b. Field

c. Datapoint

d. Element

e. Item

b. Field

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

d. User Criteria

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

a. Security Admin [security_admin]

b. Sys Admin [sys_admin]

c. Admin [sn_admin]

d. System Administrator [admin]

e. Base Admin [base_admin]

d. System Administrator [admin]

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

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

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

c. Duplicate rows are rejected from the imports

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

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

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

a. Request + Response

b. Save + Update

c. Write + Read

d. Submit + Quarry

e. Insert + Verify

a. Request + Response

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

d. Data Pill Runtime Value

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

a. Add the role Log Write [sn_log_write] to the impersonator group

b. Create user update set for impersonation tracking

c. Activate the glide.sys.log_impersonation prop

d. From User icon select Elevate Roles

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

c. Activate the glide.sys.log_impersonation prop

What are the advantages of using Flow Designer?

a. Supports advanced developers

b. Enables complicated scripting

c. Reduces technical debt

d. Less manual scripting

e. Smooth integration with 3rd party systems

c. Reduces technical debt

d. Less manual scripting

e. Smooth integration with 3rd party systems

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, 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

d. Performance Analytics

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

d. Common Service Data Model (CSDM) product view

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

a. Create New module has a broken link

b. Known Intermittent issue with UI15

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

d. User has read role but not the write role on the Inventory tab

e. User session has timed out

d. User has read role but not the write role on the Inventory tab

A role is defined as what?

a. A collection of permissions

b. A set of user access policies

c. A persona in a workflow

d. A set of access control rules

a. A collection of permissions

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

a. Operator

b. Filter Criteria

c. Operation

d. Match Criteria

a. Operator

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

a. One Approval can have many Requests

b. One Request can have many Requested Items

c. One Requested item can have many Approvals

d. One Requested item can have many Catalog Tasks

e. One cart can have many Requests

b. One Request can have many Requested Items

c. One Requested item can have many Approvals

d. One Requested item can have many Catalog Tasks

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

a. Natural Language Query

b. Alexa Query

c. Machine Learning Query

d. Predictive Intelligence Query

a. Natural Language Query

What controls the publishing and retiring process for knowledge articles?

a. Approval Policies

b. Approval Definitions

c. Workflow Designer

d. Workflows

e. State Lifecycle

d. Workflows

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

a. Turn your computer off and on again

b. Clear browser cache

c. End Impersonation

d. Log out and back in

c. End Impersonation

What are the components that make up a filter condition? Choose 3

a. Operator

b. Match Criteria

c. Value

d. Column

e. Field

a. Operator

c. Value

e. Field

What are the different types of Data Sources, which may be imported into ServiceNow? Choose 4

a. Local Sources ( XML, CSV, Excel)

b. Implementation Spoke

c. DataHub

d. JDBC Connection

e. Network Server

f. LDAP Connection

a. Local Sources ( XML, CSV, Excel)

c. DataHub

d. JDBC Connection

f. LDAP Connection

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

a. Before, After, Async, Display

b. Prior to, Synchronous, on Update

c. Insert, Update, Delete, Query

d. Before, Synchronous, Scheduled Job, View

a. Before, After, Async, Display

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

c. UI Actions

Group records are stored in which table?

a. Group [sn_user_group]

b. Group [sys_user_group]

c. Group [s_sys_group]

d. Group [u_sys_group]

b. Group [sys_user_group]

On a Form Header what is the three bar icon called?

a. Pancake Icon

b. Additional Actions or Context Menu

c. Hamburger Icon

d. Cake Icon

b. Additional Actions or Context Menu

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

a. Database View

b. Many to Many

c. One to Many

d. Extended

b. Many to Many

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

a. Context Menu > Form > Layout

b. Context Menu > Configure > Form Layout

c. Context Menu > Configure > Form Design

d. Right click on header > Add > Field

e. Context Menu > Form > Designer

f. Right click on header > Configure > UX Dashboard

b. Context Menu > Configure > Form Layout

c. Context Menu > Configure > Form Design

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

a. Flows

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

c. Virtual Agent

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

a. Transform Schema

b. Schema Map

c. Dictionary Map

d. Transform Map

e. Field Transfomer

f. Import Designer

d. Transform Map

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. Dashboard

f. Global

g. Admin

h. Analytics

i. All

j. Company

a. Group

c. My reports

f. Global

i. All

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

a. Drag the table icon to 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

d. Drag the data pill onto the flow definition

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 Notifications > Email > Notifications

b. Administration > Notification Overview

c. System Properties > Email > Settings

d. User Preferences > Email > Notifications

e. Click Gear > Notifications > New

a. System Notifications > Email > Notifications

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

e. Show Choice List

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

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

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

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

b. Initiate a Connect Chat session

c. Install the Bomgar plug-in

d. Impersonate the user

e. Launch a NowChat Window

d. Impersonate the user

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

a. Flow Manager

b. Flow Designer

c. Flow Editor

d. Workflow Editor

e. Workflow Designer

b. Flow Designer

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

a. Coalesce Data

b. Transform Data

c. Import Data

d. Load Data

d. Load Data

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 Administrator

c. Process Automation > Workflow Editor

d. Process Automation > Process Flow

e. Process Automation > Active Flows

a. Process Automation > Flow Designer

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

a. Reference

b. Verity

c. Options

d. Selections

e. Dot Walk

f. Lookup

a. Reference

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

a. Select Normal Role

b. Log out and back in

c. Use System Administration > Normal Security Module

d. Select Global Update Set

e. End Impersonation

b. Log out and back in

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

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

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

a. Create one catalog item for HR Event Room Set Up and one for Facilities Event Room Set Up; then publish each to the appropriate Catalog

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

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

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

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

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

d. incident||major_incident

e. incident.major_incident

e. incident.major_incident

A user wants to create a set of filter conditions, where they want to show records which satisfy two conditions: Incidents where the state is Closed

Incidents where Assignment Group is Network

After clicking the Funnel icon, what should the user do?

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

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

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

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

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

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

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

a. Specify the Dept_Mgr role on the catalog content block

b. Add the Department Manager group to the catalog item's user criteria

c. Add the Department Manager group to the catalog item's ACL

d. Only publish the item in the HR service catalog

e. Use a Dept_Mgr ACL on the HR service catalog

b. Add the Department Manager group to the catalog item's user criteria

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

a. CSDM Items

b. CMDB

c. Configuration item

d. Service Offerings

e. Asset

c. Configuration item

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

c. Application

What is specified in an Access Control rule

a. Groups, Conditional Expressions and Workflows

b. Table Schema, CRUD, and User Authentication

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

d. security_admin

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

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

a. Batch

b. Verify

c. Test

d. Preview

a. Batch

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

a. UI Action

b. Client Script

c. UI Script

d. UI Rule

e. UI Policy

e. UI Policy

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

a. Make sure the latest flows are activated.

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

c. Impersonate the requester to ensure the form works.

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

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

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

a. Make sure the latest flows are activated.

c. Impersonate the requester to ensure the form works.

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

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

a. System Properties > Security

e. System Security > Access Control (ACL)

g. System Security > High Security Settings

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

a. Have them clear their cache

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

c. Recommend they use Chrome, instead of Explorer

d. Use the system properties to correct the instance's time zone.

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

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

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

a. Knowledge

b. ServiceNow Wiki

c. Knowledge Now

d. SharePoint

e. Stack Overflow

a. Knowledge

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

a. Schema Mapping

b. Automatic Mapping

c. Mapping Assist

d. Mapping Dashboard

b. Automatic Mapping

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

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

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

c. Click Context Menu, select Create Report

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

e. Apply filter, right click on column header, select Create Report

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

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

a. Task Evaluation Clock

b. Service Level Agreements

c. Inactivity Monitor

d. Response Time Clock

e. Business Time Remaining

b. Service Level Agreements

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

b. Table

e. Script to run

h. Timing

i. Condition to evaluate

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

a. Clock

b. Hamburger

c. Pencil

d. Three dots

e. Triangle

f. Star

c. Pencil

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

a. Update Sets

b. Code Sets

c. Update Packs

d. Configuration Logs

e. Remote Sets

f. Local Sets

g. Code Packs

a. Update Sets

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 Record Producer and use the Available For list to specify First Line [sn_first_line] role

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

c. Create Catalog Item and use the Available For list to specify ITIL [itil] role

d. Create Order Guide and use the User Criteria list to specify First Line [sn_first_line] role

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

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

a. sn_rec_id

b. rec_id

c. u_id

d. sys_id

e. sn_gu_id

f. sn_sys_id

g. id

d. sys_id

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

a. App Package

b. Updated Package

c. Patch

d. Plugin

e. App Updated Set

d. Plugin

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

a. Common Service Data Model (CSDM)

b. Service Mapping Utility (SMU)

c. Service Schema Map (SSM)

d. CMDB Class Manager (CMDBCM)

e. CI Class Manager (CICM)

a. Common Service Data Model (CSDM)

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

a. Select Fields and Columns module

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

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

d. Select Field Class Manager module

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

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

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

a. Homepages

b. Data

c. Published Workflows

d. Business Rules

e. Schedules

f. Database Changes

g. Related Lists

h. Report Definitions

i. Scheduled Jobs

j. Client Scripts

k. Views

a. Homepages

b. Data

e. Schedules

i. Scheduled Jobs

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

a. Now Mobile Apps

b. Agent Control Center

c. Back Office Dashboard

d. Service Portals

e. Now Platform User Interfaces

f. Field Service Taskboard

a. Now Mobile Apps

d. Service Portals

e. Now Platform User Interfaces

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

a. Activate application trigger spoke

b. Activate trigger security rules

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

d. Assign Application trigger role [sn_app_trigger_write] to SME

e. Activate application plugins only

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

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

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

b. The manager does not have the itil role.

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

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

e. The Assignment Group manager field is empty.

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

ServiceNow contains a resource which provides the following:

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

A CMDB framework across our products and platform that will enable and support multiple configuration strategies. What resource do these statements describe?

A. Common Services Data Model (CSDM)

B. Information Technology Service Management (ITSM)

C. Configuration Management Database (CMDB)

D. Information Technology Infrastructure Library (ITIL)

A. Common Services Data Model (CSDM)

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

A. Application Configuration

B. Verbose Log

C. Access Control Rules

D. Application Scope

D. Application Scope

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

A. an action

B. a spoke

C. a connection

D. an integration step

B. a spoke

What are the steps to retrieve an Update Set?

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

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

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

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

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

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

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

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

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

D. Data Policies run only after UI Policies run successfully

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

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

A. CI Relationship Editor

B. CMDB Builder

C. CI Service Manager

D. Cl Class Manager

D. Cl Class Manager

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

A. Select Data Source, Schedule Transform

B. Load Data, Create Transform Map, Run Transform

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

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

B. Load Data, Create Transform Map, Run Transform