1.

Which of the following is the primary way to

interact with the applications and data in a
ServiceNow instance?
 Service Portal
 Workspace
 Now Platform UI
 Now Mobile
2. A role is a:
 set of users delegated to perform different
tasks
 collection of tasks
 set of members to a subscription
 collection of permissions
 set of users who share a common purpose
 individual to whom you have granted
access to your ServiceNow instance
3. A group is a:
 tasks set of users who share a common
purpose
 collection of permissions
 collection of tasks
 individual to whom you have granted
access to your ServiceNow instance
  set of members to a subscription
 set of users delegated to perform different
4.The Now Platform is an example of which cloud
computing model?
 Software-as-a-Service (SaaS)
 Platform-as-a-Service (PaaS)
 Application Platform-as-a-Service (aPaas)
 Infrastructure-as-a-Service (IaaS)
5. Whichof the following workflow types does the
Now Platform provide? Select 3 Answers from the
below options.
 Employee
 Customer
 End user
 Information Technology (IT)

Q:There are three ways to interact with the

Now Platform. Now Platform interfaces are
(choose 3):
A) Application navigator
B) Now platform user interface
C)service portal
D) ServiceNow mobile apps

ServiceNow offers three, persona-focused

Q:

ServiceNow Mobile apps (choose 3):

A) ServiceNow Agent
B) Now platform UI
C) Now mobile
D) ServiceNow offboarding
E)ServiceNow Onboarding

Q: ______ is Targeted to the role of fulfiller. It

supports the needs of those fulfilling requests for
products and services across the enterprise:
(choose 1)
A) ServiceNow Agent
B) Now platform UI
C) Now mobile
D) ServiceNow offboarding
E)ServiceNow Onboarding
Q: _____ is targeted to the needs of an employee.
It includes functionality such as reporting the
broken items and finding the availability of
conference room. (Choose 1)

A) ServiceNow Agent
B) Now platform UI
C) Now mobile
D) ServiceNow offboarding
E)ServiceNow Onboarding

Q: _____ is targeted to employee new hire. It

helps facilitate the tasks performed prior to start
of employment.
A) ServiceNow Agent
B) Now platform UI
C) Now mobile
D) ServiceNow offboarding
E)ServiceNow Onboarding

The Service Portal homepage can be accessed by navigating

to https://<instancename>.service-now.com/sp.
 Expert users can use the _______ to write scripts
to power a portal and even create rich web
applications on the Now Platform.
A) Branding editor tool
B) Widget editor tool
C) Extended portals

Q: Components of role based access are: (choose

4)
A) User
B) Banner
C) Group
D) Content frame
E)Role
F)Application Navigator
G) Based system roles

Q: A user is a:

 set of users delegated to perform different

tasks
 collection of tasks
  set of members to a subscription
 collection of permissions
 set of users who share a common purpose
 individual to whom you have granted
access to your ServiceNow instance

Q: catalog_admin contains other two role:

(choose 2):
A) Group_criteria_admin
B) User_criteria_admin
C) Catalog
D) Security admin

Q: Different Methods of User Authentication Are:

(choose 6)
A) HTTP
B) LDAP
C) Local Database
D) SFTP
E)External single sign on
F)OAuth 2.0
G) Digest Token
H) Multi-factor
Q: by default, the application navigator shows the
past ____ history entries.
A) Fifty
B) Forty
C) Thirty
D) twenty

1. What are the three main screen elements of the

Now Platform User Interface? Select 3 Answers
from the below options.
 Banner frame
 Application frame
 Application Navigator
 Banner content
 Content frame

2. Which of the following would be included in the

results when entering "service" in the Navigation
filter? Select 2 Answers from the below options.
 Only applications with a name containing
"service"
  All modules and sections within the
Service Desk application
 Only applications, sections, and modules
with names containing "service"
 Any module with a name containing
"services"

3. What do you select to personalize the system

settings of the Now Platform user interface?
 Magnifying glass
 Question mark
 Gear
 Logo

4. Which of the following are ways to create a

favorite? Select 3 Answers from the below
options.
 Drag the breadcrumbs of a filtered list to
the Favorites tab
 Drag an individual record to the Favorites
tab
 Select the personalization gear icon
  Select the star of its corresponding section
 Select the star of its corresponding
application or module

5. What is selected to impersonate another user?

 User menu
 Application Navigator
 System settings
 Magnifying glass

6. You need to go back to review a record you just

looked at recently. What is one of the quickest
ways to navigate back to the same record?
 Expand every application in the All
applications tab
 Select the record from the History tab
 Navigate back to its corresponding list
 Impersonate another user
You can also set your branding configurations using System Properties > Basic
Configuration UI16.
1.Each ServiceNow solution provides its own
guided setup. When implementing IT Service
Managment (ITSM), where would you navigate in
order to update Now Platform user interface
branding, including the company logo and colors?
Select 2 Answers from the below options.
 System Properties > Basic Configuration
UI16
 System Properties > My Company
 Guided Setup > ITSM Guided Setup
 Team Development > Properties

2. Which of the following branding features can be

configured? Select 4 Answers from the below
options.
 Navigator responses
 Banner image, text, and colors
 Navigator position
 Navigator background and text colors
 Browser tab title
 System date/time formatting
3. What are some of the benefits often recognized
by branding your instance? Select 3 Answers from
the below options.
 Reduce service desk calls
 Accelerate adoption rates
 Create a shared identity
 Gain user trust
 Share comprehensive assignment rules

Q: collection of records on a table is called:

A) Filters
B) List
C) Form
D) View
Q: a set of conditions that each record must meet
to be included in the list is called:

A) Filters
B) List
C) Form
D) View
You can use the list editor to update multiple records at the same time
without opening the form .

Note:To help improve ServiceNow instance performance, system administrators can set
the glide.ui.per_page user interface system property to limit the paging control options available
to users. These options determine the number of list rows displayed per page.

1.Lists provide context menus at three different

levels. What are the names of those context
menus? Select 3 Answers from the below options.
 List filter context menu
 List title menu
 List fields context menu
 List description menu
 List column context menu

2.A filter is a set of conditions applied to a table to

help you find and work with a subset of data. In
the Now Platform, filter conditions are also
referred to as:
 Column Headings
 Field Values
 Breadcrumbs
  Title Bars

3. Which menu can users access to display actions

that involve creating quick reports, configuring
lists, and exporting data?
 Column Context Menu
 Record Context Menu
 Value Context Menu
 List Context Menu

4. Whichsearch feature can be used to help narrow

down search results in ServiceNow?
 Context Finder
 Wildcard Characters
 Platform Locator
 Containers

5. Acolumn in a list represents what in the

ServiceNow instance?
 A record
 A field
 A filter
  A list

string fields where users enter plain text

choice fields where users select from a list of choices

Boolean true-false fields like this check box to indicate whether or not a draft
knowledge article is to be created from this record when the incident is closed.

reference fields, where users enter or select a value from a related table.
For example, the Caller field must contain a value from the User table. If we
enter a value that doesn’t exist on that table, the field turns pink and an error
message is displayed. It may be easier to enter part of the name and select the
related record from a list or use the lookup icon to browse through available
values or perform a search.

Clicking the reference icon displays a preview of the related record and from
here, we can open the user record.
Priority is calculated from the Impact and Urgency values.

Work notes are viewable only by users with the itil role.
Some fields are dependent on others. For example, the On hold reason field
isn’t displayed unless the State value is On Hold.

After the record is saved, a new option, Copy Incident, appears on the form
context menu. This creates an exact copy of the record with a new record
number, which you can then save or submit. This is a handy way to create
multiple records with many fields already filled in. You can then change the
fields where the new record differs from the original.
Some records—for example, surveys and catalog items allow you to copy
records through Insert and Insert and Stay. Check for these options on the
form context menu if you want to create a copy of the current record.

Insert copies the record and redisplays the list.

Insert and Stay copies the record and keeps it open so that you can work on
the new copy immediately.

Users with the view_changer role can switch their form view. This doesn’t
affect the views of other users.

When the form personalization feature is activated, users with the itil or
personalize_form role can personalize which fields appear on a specific form
view according to their individual preferences. These changes don’t affect
other users.
A formatter is a form element used to display information that is not a field in
the record. For example, the activity stream is a formatter.

Form templates simplify the process of submitting new records by populating

some form fields automatically.

1.Which menu provides options related to

viewing, configuring, creating favorites, and
saving form data?
 Form Context Menu
 Form Layout Menu
  Form Personalization Menu
 Form Column Menu

2.What allows users to see a time stamped history

of all actions taken within a record?
 Form History
 Activity Stream
 Favorites
 Form Activity

3. Which field type displays records from another

table?
 Reference
 Choice
 String
 Attachments

4.When using Form Designer, icons presented on

each field include which of the following. Select 3
Answers from the below options.
 Edit icon
 Reference icon
  Field icon
 Remove icon
 Handle icon

5. A field can be added to a table and form by

accessing which part of the Form Designer
interface?
 Form Settings
 Field Navigator
 Form Views
 Field Formatter

6. Different
form templates can be applied to a
form by accessing the:
 Template creator
 Template editor
 Toggle template views
 Template bar

Q: What is the purpose of a Related List?

1.To create a one-to-many relationship
2.To present related records
 3.To dot-walk to a core table
4. To present related fields

Q:  Which term refers to application menus

and modules which you may want to access
quickly and often?
1.Breadcrumb
2.Bookmark
3.Favorite
4.Tag

Q: Which technique is used to get information

from a series of referenced fields from
different tables?
1.Table-Walking
2.Sys_ID Pulling
3.Dot-Walking
4.Record-Hopping
Q: Which of the following allows a user to edit
field values in a list without opening the form?
1.Data Editor
2.Edit Menu
 3.Form Designer
4.List Editor
Q: Why there is a need for user
impersonation?
1.Testing and visibility
2.View custom perspectives
3.Unlock Application master list
4. Activate verbose logging

You can view assignment rules by navigating to the System

Policy > Rules > Assignment module.
1. Which of the following is a best practice when
configuring Assignment Rules or Predictive
Intelligence? Select 4 Answers from the below
options.
 Setting an Assignment group and User
based on Category and Subcategory
 Setting a User based on Category and
Subcategory
 Setting an Assignment group and User
based on the Short description
 Setting an Assignment group based on
Category and Subcategory
  Setting an Assignment group based solely
on Subcategory (Category = None)

2. Which of the following are ways to collaborate

with team members on Tasks? Select 4 Answers
from the below options.
 User presence
 Additional comments
 Activity stream
 Connect chat
 Comments

3.Which tab contains the Activity Stream for a

task?
 Conflicts
 Notes
 Related Records
 Resolution Information

4. Which of the following best describes Tasks?

Select 3 Answers from the below options.
 Tasks lead to quicker resolution times
 Tasks can only be performed once
  Tasks are repeatable processes
 Tasks minimize the possibility of human
error

There are four steps to assign tasks:

1. Add users to groups
2. Apply roles to groups
3. Assign tasks to groups
4. Assign tasks to users

Q: _____ can be generated to a list of Approvers,

either manually or automatically, according to
approval rules. Approvals can be incorporated into
workflows or can stand alone.

A) Approvals
B) Assignment rules

C) Service Level Agreements

D) Inactivity monitors

Q: _______ can automatically assign tasks to users

or groups, ensuring that tasks are handled by the
most appropriate team members.
A) Approvals
B) Assignment rules
 C) Service Level Agreements
D) Inactivity monitors

Q: ______ can track the amount of time that a task

has been open, to ensure that tasks are completed
within an allotted time.

A) Approvals
B) Assignment rules
C) Service Level Agreements
D) Inactivity monitors

Q: ______ ensure that tasks do not fall by the

wayside by notifying users when tasks have been
untouched for a predefined period of time.

A) Approvals
B) Assignment rules
C) Service Level Agreements
D) Inactivity monitors

Q: Users in group can be assigned permission to:

(choose 3)
 A) Approve, change or resolve incidents and
requests
B) Provide a reference for alerts and
notifications
C) Receive Sms notifications
D) Receive Email notifications

Q: Every user belonging to a group inherits that

group's roles, so the preferred method of role
management is: (choose 2)

A) Add users to groups

B) Apply roles onto groups
C) Assign tasks to group
D) Assign tasks to users

NOTE: Group names must be unique in

ServiceNow.

Q: ________ is used to automatically set a value in

the Assigned to and/or assignment group of a task
record.

A) Assignment rules
B) Assignment rule criteria
C) Assignment lookup rule
 D) Predictive intelligence

Q: Assignment rules contains _____ tabs to create

a assignment rules. (Choose 3)

A) Applies to
B) Assign to
C) Data policy
D) Related list
E) Script

Q: An assignment rule must meet the following

criteria to execute (choose 3)

A) The task record has been created (or

modified) and then saved on a form.
B) The task record must be unassigned (no
value in the Assigned to or assignment
group fields).
C) The task record must be unassigned (value
in the Assigned to or assignment group
fields).
 D) An assignment rule is the first rule that
matches specified table and conditions.

Q: If more than one assignment rule matches

the conditions, only the rule with the
_____ Order value runs.
A) First
B) Last
C) Lowest
D) Higher

Q: ______ are another type of assignment rule.

These rules only apply to incident records.

A) Assignment rules
B) Assignment rule criteria
C) Assignment lookup rule
D) Predictive intelligence

Assignment Lookup Rules can be created by navigating to System Policy > Rules >
Assignment Lookup Rules. 
Q: _____ uses machine-learning algorithms to
determine field values during record creation.
Existing data records are required to "train"
machine-learning to make effective decisions.

A) Assignment rules
B) Machine learning
C) Data Science
D) Predictive intelligence

Q: Predictive Intelligence uses its awe-inspiring

machine-learning algorithms to populate the
following fields: (choose 4)
A) Category
B) Caller
C) Short description
D) Priority
E) Assignment group
F) Assigned to
G) State

Q: _______ application menu allows you to locate

all work assigned to you or your group(s).
 A) Service desk
B) Application navigator
C) System properties
D) Self service

It can be accessed using the Service Desk > My Work or Service Desk > My

Groups Work modules. 

Q: _____ feature facilitates synchronous

collaboration within one record. It allows you to
see who is online, their current status, and what
they are viewing or editing, all in real-time. 

A) Real time editing

B) Note tab
C) User presence
D) Activity stream
Q: ______ is an extension of user presence
and improves collaboration by allowing you to
edit records in real-time as well as see edits
 (indicated by a pulse icon) saved by other
users using interfaces.

A) Activity stream editor

B) Real-time editing
C) Note tab
D) List editor

Q: _____ tab in a record allows you to

communicate with stakeholders and document task
activities throughout the lifecycle for internal and
external audiences.

A) Related records
B) Resolution information
C) Notes
D) Related list

Q: _______ enables users to contribute to actual

work within a record without opening a form
interface.
 A) Activity stream inline editor
B) Real-time editing
C) Note tab
D) List editor

Q: Use _______ to collaboration on tasks in real

time with Group members, create personal to do
lists, and more.

A) Visual task board

B) Real time editing
C) Self service
D) Note tab

Q: visual task board allow you to: (choose 3)

A) Manage your tasks through visual, drag and

drop interface
B) Identify the process bottlenecks at a glance
C) Track activity to view updates all in one
place
D) Receives email Notifications

Q: There are three types of visual task board:

(choose 3)
 A) Complexity
B) Guided
C) Freelist
D) Freeform
E) Flexible

Q: ______ can be created from list and use the

value of specified field(e.g states as lanes).

A) Guided visual task board

B) Freeform visual task board
C) Flexible visual task board

Q: ______ also created from list but lane changes

do not update underlying task data.

A) Guided visual task board

B) Freeform visual task board
C) Flexible visual task board

Q: _____ can act as your personal organizer to

manage individual task of any kind. lane changes
do not update underlying task data.

A) Guided visual task board

B) Freeform visual task board
 C) Flexible visual task board

Q: Elements of visual task board: (choose 4)

A) Taskboard tools
B) Taskboard panel
C) Quick panel
D) Lanes
E) Taskboard Lanes
F) Cards

Q: ServiceNow includes ______ standard report

types to display data from any instance

A) 20
B) 25
C) 30
D) 35

1. Select the report visualization types that can be

generated from a list of records. Select 2 Answers
from the below options.
 Pie chart
 Bar chart
 Single score
  Line chart

2.Which phase of the Report designer lets you

choose a color scheme for the report visualization?
 Configure
 Data
 Type
 Style

3.Which phase of the Report designer lets you

define the Group by attribute?
 Style
 Type
 Configure
 Data

4. Which of the following are valid report sharing

options? Select 5 Answers from the below options.
 Add to homepage
 Publish
  Export to PDF
 Add to dashboard
 Clone
 Schedule
 Share

5. What is the recommended way to share a report?

 Download as PDF
 Email an attachment
 Share the report
 Publish to an instance URL

6. By default, a report is shared with:

 All users and groups
 All roles
 Only groups that the report creator
belongs to
 The report creator only
Q: There are _______ source type of reports.
(Choose 2)

A) Data
B) Type
C) Table
D) Data source
E) Configure
F) Style

Q: there are _____ tabs in style phase of report:

(choose 3)

A) General
B) Axis
C) Style
D) Title
E) Set color

Q: Reports can be created from: (choose 3)

1.List column heading

2.View / Run module
3.Metrics module
4.Statistics module
5.Add widget in dashboard