Certified

ServiceNow Certified System Administrator (CSA) Exam
Study online at https://quizlet.com/_bqyxp8
1. Field Label User Friendly

Name - User Inter-
face
2. Field Value Data
3. Field Name System friendly

name - System
Identification
4. Which one of these applications is available to all Self Service

users?
A. Change
B. Incident
C. Facilities
D. Self Service
5. Which module displays a list of tasks assigned to a My Groups Work

user's group, but not yet assigned to an individual
user?
A. My Teams Work
B. My Groups Work
C. My Groups Tasks
D. My Teams Tasks
6. Which one of the following is a definition for trans- A map to deter-

form maps in ServiceNow? mine relationships
A. A map that is used to store the history of the between fields dis-
incident records playing in an Im-
B. A map used to add data to encrypted fields port Set to fields in
C. A map used to trigger Business Rules before the an existing table
data is queued in the outbound Web Service
D. A map to determine relationships between fields
displaying in an Import Set to fields in an existing
table
7. Multiple Choice, Single Line Text, and Select Box are Variable Types
what type of elements in ServiceNow?
A. Order Guides
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B. Request Types
C. Variable Types
D. Related Lists
8. What is the language used for scripting in Servi- JavaScript

ceNow?
A. Java
B. AngularJS
C. JavaScript
D. Jelly
9. Which section of the ServiceNow UI allows you to Banner frame

perform a global search?
A. Application Navigator
B. Banner frame
C. List pane
D. Content frame
10. How do you make a list filter available to everyone? Assign a name,
A. Make active, assign a name, and save set visibility, and
B. Assign a group, set visibility, and save save
C. Assign a name, set visibility, and save
D. Make active, set visibility, and save
11. What would NOT appear in the Application Navigator Incident > As-
if Ò€
serviceÒ€is typed into the filter field? signed to me
A. Configuration > Business Services
B. Self-Service > Knowledge
C. Service Portal > Widgets
D. Incident > Assigned to me
12. Which of the following is used to categorize, flag, and Tags

locate records?
A. Search
B. Favorites
C. Tags
D. Bookmarks
13. Which tool should be used to populate commonly Template

used fields in a form?
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A. Template
B. Reference Qualifier
C. Formatter
D. Assignment Rule
14. How is a group defined in ServiceNow? A group is one

A. A group is one record stored in the Group Type record stored in
[sys_user_group_type] table the Group
B. A group is one record stored in the Group [sys_user_group]
[sys_user_group] table table
C. A group defines a set of users that share the same
location
D. A group defines a set of users that share the same
job title
15. What is a role in ServiceNow? A role is one

A. A role is one record in the Role [user_sys_role] record in the Role
table [sys_user_role]
B. A role is a set of modules for a particular applica- table
tion
C. A role is one record in the Role [sys_user_role]
table
D. A role is a persona used in Live Feed Chat
16. What is a Notification? A tool for alerting

A. A new Knowledge article created by a Business users that events
Rule that concern them
B. A tool for alerting users that events that concern have occurred
them have occurred
C. A message through Connect related to a Change
Request
D. An email file attachment
17. Which one of the following is NOT a type of Visual Feature

Task Board?
A. Flexible
B. Freeform
C. Feature
D. Guided boards
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18. What is (are) best practice(s) regarding You should add
users/groups/roles? (Choose two.) users to groups.
A. You should never assign roles to groups. You should assign
B. You should assign roles to users. roles to groups.
C. You should add users to groups.
D. You should assign roles to groups.
19. What are two ways to generate an Event? (Choose Business Rule
two.) Workflow
A. Business Rule
B. Workflow
C. Log entry
D. Knowledge article publication
20. Which core table in the ServiceNow platform provides Task [task]
a series of standard fields used on each of the tables
that extend it, such as the Incident [incident] and-
Problem [problem] tables?
A. Task [task]
B. Assignment [assignment]
C. Service [service]
D. Workflow [workflow]
21. Which of the following statements describes how A column is a field

data is organized in a table? in the database
A. A column is a field in the database and a record is and a record is
one user one user
B. A column is one field and a record is one row
C. A column is one field and a record is one column
D. A column contains data from one user and a record
is one set of fields
22. What is a sys_id? Unique 32-charac-

A. Unique 32-character identifier that is assigned to ter identifier that is
every record assigned to every
B. A client-side Business Rule record
C. A server-side Business Rule
D. Unique 64-character identifier that is assigned to
every record
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23. When creating a global custom table named Ò€ abcÒ€, u_abc
what is the table name that is automatically assigned
by the platform?
A. snc_abc
B. abc
C. u_abc
D. sys_abc
24. How are local flow variables accessed in the Flow As data pills
Designer Data panel?
A. As newly generated icons
B. As scratchpad variables
C. As new tabs
D. As data pills
25. Which table stores the Task SLA records for the SLA's Task_sla
attached to particular tasks?
Task_sla
Sla_ola
Sla
Sla_ula
None of the Above
26. Where can we create SLAs, OLAs and Underpinning Service Level
Contracts? Management
Configuration Management
Incident
Service Level Management
Service Catalog
27. Which application menu is used in capturing and Update Set

moving changes from one instance to other?
Update Set
Import Set
Change
None
28. What are the types of Client script used in Servi- onCellEdit & on-
ceNow? Load
onCellEdit & onLoad
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onSubmit & onChange onSubmit & on-
A and B Change
None of the above
29. Jelly Scripting is used in which of the following? UI Macros

(Select all that Apply) Content Manage-
UI Macros ment System
UI Policy
UI Action
Content Management System
30. UI action is the method to put buttons, links, and True

context menu items on forms and lists, making the UI
more interactive, customizable, and specific to user
activities.
True
False
31. Which element controls what data users can access? ACL
UI Action
Workflow
ACL
32. Where would you go to view an existing workflow? Workflow > work-
They wouldn't see it because it's nested under appli- flow editor
cation
Workflow > workflow editor
System Properties
System Definition
33. A _ is a cell in a table which holds an individual piece Field

of data.
Data
Record
Field
List
34. What does the search term !* search do? Means does not
Homepage contain
Means does not contain
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Forms and lists
None of the above
35. Personalizing a list for an individual user will not True

affect other users list layout.
True
False
36. Where can an admin go to see what release is running System diagnos-
on an instance? tics > stats > stats
System diagnostics > stats > stats
System diagnostics > upgrade history
System diagnostics > transaction log
Home page and gauges
37. Context Menus, List Buttons, Form buttons are? UI Actions

Buttons
Business rules
UI Pages
UI Actions
38. In regard to service catalog, what are variables? They define the
Email, sms, meeting invitation questions to ask
They define the questions to ask the end user order- the end user or-
ing the catalog dering the catalog
Unencrypted http browser, digest token authentica-
tion, saml 1.1 browser post file, saml 2.0 web
None of the above
39. A variable set can be used in multiple catalog Items. True

True
False
40. Which of the following gets automatically captured in Table, Forms,

an update set? Views
Table, Schedule, Forms

Table, Forms, Data
Table, Forms, Homepages
Table, Forms, Views
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41. Notifications are sent out when an event has been True
fired.
True
False
42. Which of the components are visible on Workflow List of published

welcome screen? (Select all that Apply) workflows
List of published workflows New Workflow
New Workflow Button Button
Catalog Form Pallete Tabs
Pallete Tabs
43. Which of the following is possible via an inbound Sends an e-mail

action? notification
Schedule a Job
Sends an e-mail notification
Modifying existing Records
All of the above.
44. If a workflow is not published, it will be captured in False

update set.
True
False
45. Is the Application Navigation search history stored Yes

somewhere?
Yes
No
46. Which application is visible to all the users? Self-service

Problem
Self-service
Incident
Clone
47. How do you enhance homepage performance in case All the Above.
of gauges? To diagnose problems and improve home-
page performance, administration can:
Turn on homepage debugging
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Troubleshoot slow reports
Parallel homepage rendering
Homepage caching
All the Above.
48. On an Application Menu, if the role field is left blank, All users can
then? see the applica-
All users can see the application menu tion menu
Only ITIL and Admins can see the application menu
Only admins can see the Application menu
49. How do you edit the existing themes of the Servi- Using Themes
ceNow Instance? Menu under Sys-
Using Themes Menu under System UI tem UI
Using Navigation Menu under Application
Under Content Management, Instance color marking
None of the above
50. Searches are available in? (Select all that Apply) Knowledge base
Knowledge base List
List Navigation Filter
Form
Navigation Filter
51. How to make a fields mandatory at data base level, Data Policy
before updating or inserting?
UI Policy
Client Scripts
Data Policy
52. What are two of the settings that can be made in the Ability to set the
contextual security manager? maximum attach-
Ability to disable applications and to set the maxi- ment size and
mum notification size. specify the attach-
Ability to set the maximum attachment size and spec- ment file types.
ify the attachment file types.
Ability to change release dates and manage group
personnel.
Ability to change release dates and restrict automatic
notifications.
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53. Which of the following is a set of tables containing CMDB

assets and business services controlled by a compa-
ny?
CI List
CI
CMDB
Servers List
Assets List
54. Which of the following are correct steps to retrieve an Mark update set
update set ? as Complete ->
Retrieve -> Com-
Options are : mit
Mark update set as Complete -> Retrieve -> Apply
Mark update set as Complete -> Retrieve -> Commit
55. Can we draw multiple transition from a single activity True

in workflow?
Options are :
True
False
56. When a knowledge article can be viewed? After it is pub-

After it is created lished
After it is published
After it is set to public
57. g_scratchpad CANNOT be used in catalog items. True

True
False
58. By default, CAB Approval is only requested for nor- True

mal changes with moderate to high risk.
Options are :
True
False
59. Which kind of tests can user run to ensure that CMDB Quick start tests
still works after upgrades of new applications or inte-
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grations?
Quick start tests
Simulation tests
Database duplication tests
60. Button, Related Links and Context Menu are part of ? UI Action
Form
Client script
UI Action
UI Page
61. What is Access Control List (ACL)? Contains all of an

Contains all of an instance's Access Control rules instance's Access
Contains list of access control rules for system tables Control rules
Contains list of access control rules for custom ta-
bles
None of the above
62. Which statement best describes Notes Tab? Used to commu-

Used to write personal notes as reminder nicate to stake-
Used to communicate to stakeholders and document holders and doc-
task activities throughout the lifecycle ument task activi-
To communicate with person who is assigned to the ties throughout the
task lifecycle
All of the above
63. Which statement best describes User Presence's Edit records in

Real-Time Editing? real-time and see
Edit records in real-time and if others edit, you see edits saved by oth-
refresh button to get newly changed values ers, improving col-
If someone is editing, you get notified it's being edited laborative efforts
and prompts you to wait until editing is completed.
Edit records in real-time and see edits saved by oth-
ers, improving collaborative efforts
None of the above
64. How is a group defined? It is one record in

It is two record in sys_user_group sys_user_group
It is one record in sys_user_group
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It is one record in sys_group
It is one record in sys_users_groups
65. If a user has one role and that role inherit other role user will get the
which of the following is true? assigned role as
user will get the assigned role as well as the inherit well as the inherit
role. role.
user will get the single role which is assigned.
user will get the highest precedent role only.
user will get the lowest precedent role.
66. We can draw multiple transition from a single activity True

in workflow
TRUE
FALSE
67. Core tables in ServiceNow? CMDB & Task

CMDB & Task
Task & sc_task
Incident & Change
cmdb_ci & sc_task
68. How is coalesce used in Import Sets? Using coalesce,

Coalesce is a method to merge multiple Transform import sets may
maps before the load data step in the import process. update existing
Using coalesce, import sets may update existing records in a desti-
records in a destination Production table. nation Production
If multiple fields are set to coalesce, then only the first table.
coalesce value is used to match an existing record.
Using coalesce, the import set application does
match source values to currently existing target val-
ues, a new record is inserted.
69. Which of the following are Data management plug- Many to Many task
ins? Select 3 Answers from the below options. relations
Many to Many task relations Data Archiving
Schema map Database Rota-
Data Archiving tions
Table cleaner
Database Rotations
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70. (Paris) What actions can you do with Flow Designer? Look up and
Select 3 Answers from the below options. delete multiple ex-
Look up and delete multiple existing records as a isting records as a
single action single action
Define when the flow is performed Duplicate an ac-
Duplicate an action or subflow within a flow tion or subflow
Test a flow, subflow, or action in the background within a flow
Test a flow, sub-
flow, or action in
the background
71. Which search feature can be used to help narrow Wildcard Charac-
down search results in ServiceNow? ters
Context Finder
Containers
Wildcard Characters
Platform Locators
72. Where can you navigate to see the notifications that System Notifica-
are currently defined on the Now Platform? tion > Email > No-
System Definitions > Notifications tifications
System Notification > Email > Notifications
Notifications > Email > System Notifications
System Notifications > Definitions
73. Which of the following are true statement about user The imperson-
impersonation? Select 2 Answers from the below op- ation option is not
tions. visible in the mo-
The impersonation option is not visible in the mobile bile view of the
view of the platform platform
When impersonating another user, the administrator Users with imper-
does not have the same access to what the user can sonator role can-
access in the system not impersonate
Administrators can impersonate other authenticated admin users
users but cannot view impersonation logs
Users with impersonator role cannot impersonate ad-
min users
74.
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What ServiceNow feature can be used to begin the Guided Applica-
creation of an application? tion Creator
IntegrationHub
System Dictionary
Guided Application Creator
Configuration Management Database (CMDB)
75. Which tool is used to determine relationships be- Transform map

tween fields in an import set and an existing table?
Target Table
Coalesce
Import Set
Transform map
76. (Paris) What variable type should be used to allow up- Attachment
loading an attachment from a question in a catalogue
item?
Reference
Attachment
HTML
URL
77. The CMDB is the authoritative source of what infor- Owner

mation? Select 3 Answers from the below options. Contact
Contents of all server and application configuration Support group
files
Owner
Contact
Server log files
Support group
78. What are the 3 types of Flow Designer triggers? Se- Applica-
lect 3 Answers from the below options. tion-based
Application-based Schedule-based
Schedule-based Record-based
Role-based
Work-based
Record-based
79.
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(Paris) To provide added security, no user can have snc_internal
both of the explicit roles. What are the two roles? snc_external
Select 2 Answers from the below options.
snc_internal
snc_external
sn_si.special_access
sn_si.external
80. What do you configure to instruct fields how to be- UI Policy Action
have on a form when a UI policy is triggered?
UI Policy Action
Client Script
Data Policy
UI Actions
81. Which of the following are the different ways to create Drag an individual
a favourite? Select 3 Answers from the below options. record to the Fa-
Select the personalisation gear icon vorites tab
Drag an individual record to the Favorites tab Select the star
Select the star of its corresponding section of its correspond-
Select the star of its corresponding application or ing application or
module module
Drag the breadcrumbs of a filtered list to the Favorites Drag the bread-
tab crumbs of a fil-
tered list to the Fa-
vorites tab
82. What are the different Schema relationship types that Referencing
are supported for tables? Select 4 Answers from the Referenced by
below options. Extending
Referencing Extended by
Referenced by
Extending
Extended by
Depended by
Depending
83. Which of the following field types do have Glide List

one-to-many relationship? Select 3 Answers from the Document ID
below options.
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Glide List fields
Choice Field Reference fields
Document ID fields
Reference fields
Name-Value Pairs
84. Where does the System Administrator navigate to Maintain Items

edit a catalogue item?
Service Catalogs
Maintain Items
Create Incident
Service Portal
85. Each ServiceNow solution provides its own guided Guided Setup >
setup. When implementing IT Service Management ITSM Guided Set-
(ITSM), where would you navigate to update Now Plat- up
form user interface branding, including the company System Proper-
logo and colours? Select 2 Answers from the below ties > Basic Con-
options. figuration UI16
System Properties > My Company
Guided Setup > ITSM Guided Setup
Team Development > Properties
System Properties > Basic Configuration UI16
86. What form view is displayed when clicking on the Sys_popup

reference icon of a field in a form?
Self Service
Service Portal
VTB
Sys_popup
87. Which role can switch their form view? view_changer

task_editor
service_viewer
personalize_form
view_changer
88. What are the different types of Client Scripts that are OnLoad()
supported in ServiceNow? Select 4 Answers from the OnSubmit()
below options.
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OnDelete() OnCellEdit()
OnLoad() OnChange()
OnSubmit()
OnCellEdit()
OnSave()
OnChange()
89. Which of the following are true statement about the Non-admin users
admin role? Select 3 Answers from the below options. cannot add a user
Non-admin users cannot add a user to a group that to a group that
contains the admin role contains the ad-
A user with only the user_admin role can grant the min role
admin role to other users A user with
A user with only the security_admin role can add a only the admin
user to a group that contains the security_admin role role cannot grant
A user with only the admin role cannot grant the the security_ad-
security_admin role to other users min role to other
To grant the admin role to a user, the granting user users
must also have the admin role. To grant the admin
role to a user, the
granting user must
also have the ad-
min role.
90. What functionality can you use to track the amount of Service Level
time that a task has been open, to ensure that tasks Agreements
are completed within an allotted time?
Approvals
Inactivity monitors
Service Level Agreements
Assignment rules
91. Which menu does provide options related to view- Form Context
ing, configuring, creating favourites and saving form Menu
data?
Form Column Menu
Form Context Menu
Form Personalisation Menu
Form Layout Menu
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92. Who can add or remove widgets in a dashboard? Users with dash-
Select 3 Answers from the below options. board_admin role
Users with view access to the dashboard Dashboard owner
Users with report_admin role Users with edit ac-
Users with dashboard_admin role cess to the dash-
Dashboard owner board
Users with edit access to the dashboard
93. Lists provide context menus at three different levels. List fields context
What are the names of those context menus? Select menu
3 Answers from the below options. List column con-
List fields context menu text menu
List title menu (Correct)
List filter context menu
List column context menu
List description menu
94. Notifications in the Now Platform occur through SMS

which of the following methods? Select 3 Answers Email
from the below options. Meeting Invitation
Workplace Chat
SMS
Virtual Agent
Email
Meeting Invitation
95. Which elevated role is required to modify access con- security_admin

trol rules?
admin
acl_admin
security_admin
business_rule_admin
96. What is created when an order is placed for a cata- A Request (REQ)
logue item? Select 3 Answers from the below options. record
A Request (REQ) record One or more
One or more Service Catalog Task (SCTASK) records Service Catalog
A Requested Item (RITM) record Task (SCTASK)
A Variable records
A Variable Set
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A Requested Item
(RITM) record
97. What are the two options to define the fulfilment Flow
process for a service catalogue item? Select 2 An- Workflow
swers from the below options.
Flow
Workflow
Plan
Roadmap
98. What do access control list rules specify? Select 2 The permissions
Answers from the below options. required to access
The relationship between the object and the opera- the object
tion The object and op-
The operation required to access the object eration being se-
The permissions required to access the object cured
The object and operation being secured
99. Which user authentication method is used when it External Single

authenticates the user name and password config- Sign-on (SSO)
ured in identity providers that have a matching user
account in the ServiceNow instance?
Options are :
Local database
Digest Token
External Single Sign-on (SSO)
Multi-factor
100. Where do you navigate in the Now Platform to see a Service Catalog
list of catalogue items? > Catalog Defin-
Service Catalog > Open Records > Items itions > Maintain
Item Designer > Administration > All Items Items
Service Catalog > Catalog Definitions > Maintain
Items
Self-Service > Service Catalog
101. What role is required for a user to create or update security_admin

access control rules?
sn_sec_int.admin
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security_admin
sn_sec_cmn.admin
sn_si.admin
102. Which of the following are database view limitations? In a clone request,
Select 3 Answers from the below options. database view ta-
In a clone request, database view tables cannot be bles cannot be
added as a data preserver added as a data
Database views cannot be created on tables that par- preserver
ticipate in table rotation Database views
The 'where' clauses defined in the database view can- cannot be created
not be based on indexed fields on tables that par-
It is not possible to edit data within a database view ticipate in table ro-
tation
It is not possible to
edit data within a
database view
103. What is Configuration Management Database A database used

(CMDB)? to store con-
Components of an infrastructure required to deliver figuration records
a product or service throughout their
A table that contains a specific type or group of CIs lifecycle
that share common attributes
A set of tools and databases that are used to manage
an organizations configuration data
A database used to store configuration records
throughout their lifecycle
104. Which of the following is an example of a base table Task [task]

that is extended but itself is not extending another
table?
Task [task]
Change Request [change_request]
Business Service [cmdb_ci_service]
Incident [incident]
105. Which of the following are possible methods of pop- Integrating with a
ulating a knowledge base with knowledge articles? WebDAV compli-
Select 3 Answers from the below options. ant source
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Integrating with a WebDAV compliant source Creating articles
Creating articles directly in the ServiceNow platform directly in the Ser-
Importing Microsoft Word files viceNow platform
Via e-mail to a defined knowledge e-mail address Importing Mi-
crosoft Word files
106. What are the reasons organisations fail to complete Unknown Configu-
implementation or realise business value from the ration Items
CMDB? Select 3 Answers from the below options. Inconsistent data
Unknown Configuration Items quality
Inconsistent data quality Ill-defined
Ill-defined relationships among Configuration Items relationships
Too many non-IT Configuration Items among
Configuration
Items
107. In which section of the email notification configura- Who will receive
tion can you make the notification subscribable by
users?
Options are :
What it will contain
Who will receive
What Digest will contain
When to send
108. Which of the following are the UI actions in a form? Form buttons
Select 3 Answers from the below options. Form context
Form buttons menu items
Form relationships (right-click the
Form access header)
Form context menu items (right-click the header) Form links (Relat-
Form links (Related Links in a form) ed Links in a form)
109. Where can you enable or disable form tabs in the System Settings
platform?
Form Designer
Form Layout
Application Navigator
System Settings
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110. Which of the following are valid report sharing op- Add to dashboard
tions? Select 4 Answers from the below options. Publish
Add to dashboard Export to PDF
Publish
Clone
Add to homepage
Schedule (Correct)
Export to PDF
111. What are the three main screen elements of the Now Application Navi-
Platform User Interface? Select 3 Answers from the gator
below options. Content frame
Application Navigator Banner frame
Application frame
Content frame
Banner frame
Banner content
112. By default, a report is shared with: The report creator

All roles only
The report creator only
All users and groups
Only groups that the report creator belongs to
113. What service catalogue component does allow for Order Guide
multiple catalogue items to be logically grouped as
one request?
Order Guide
Catalogue Item
Record producer
Variable Set
114. The Now Platform is an example of which cloud com- Application

puting model? Platform-as-a-Ser-
Application Platform-as-a-Service (aPaaS) vice (aPaaS)
Software-as-a-Service (SaaS)
Infrastructure-as-a-Service (IaaS)
Platform-as-a-Service (PaaS)
115.
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When using Form Designer, icons presented on each Remove icon
field include which of the following? Select 3 Answers Handle icon
from the below options. Edit icon
Remove icon
Field icon
Reference icon
Handle icon
Edit icon
116. (Paris) What are the benefits of using Multisource Revert CMDB
CMDB? Select 3 Answers from the below options. data integration
Revert CMDB data integration from a specific discov- from a specific dis-
ery source covery source
Visualise the source of attribute values, for each dis- Visualise the
covery source and at the attribute level source of attribute
Control CI updates at the discovery source and CI values, for each
attribute level discovery source
Complicate data management and data quality by and at the attribute
querying on Multisource CMDB data level
Control CI up-
dates at the dis-
covery source and
CI attribute level
117. Which ServiceNow product does provide the ability to IntegrationHub

quickly integrate with 3rd party applications without
scripting?
Visual Task Boards
Flow Designer
IntegrationHub
Service Portal
118. What source type should be used when creating a Data source
report from a dataset with pre-defined conditions?
External import
Table
Data source
MetricBase
119.
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Which of the following branding features can be con- Navigator back-
figured? Select 4 Answers from the below options. ground and text
Navigator background and text colours colours
Banner image, text and colours Banner image,
Navigator position text and colours
Navigator responses Browser tab title
Browser tab title System date/time
System date/time formatting formatting
120. Which module does display a list of tasks assigned to My Groups Work
a user's group, but not yet assigned to an individual
user?
My Teams Work
My Groups Tasks
My Teams Tasks
My Groups Work
121. In what order are access controls evaluated? First at the

First at the Table-level (most specific to most gen- Table-level (most
eral), then at the Field-level (most specific to most specific to most
general) general), then at
Table-level and Field-level are evaluated together, si- the Field-level
multaneously (most specific to
First, at the Field-level (most specific to most gen- most general)
eral), then at the Table-level (most specific to most
general)
Table-level and Field-level are evaluated separately
and independently
122. From the end user's perspective, how are the prod- Categories and
ucts and services in the service catalogue organ- Subcategories
ised?
Tickets and Requests
Incidents and Problems
Tasks and Subtasks
Categories and Subcategories
123. What Flow Designer benefit does correspond to Scalable

extending flow content by subscribing to Integra-
tionHub or installing spokes?
24 / 71
Scalable
Repeatable
Centralised
Robust
124. Which of the following scripts run on the client-side? Client Script
Select 2 Answers from the below options. UI Policy
Script Include
Business Rule
Client Script
UI Policy
125. What type of relationship is recommended between Database Views

Incident and SLA tables to report on incidents re-
solved by SLA per incident category?
One-to-Many
Many-to-Many
Database Views
Extensions
126. What is a good way to privately suggest an article Flag article

revision to the knowledge manager from the Service
Portal?
Rate article
Leave comments
Flag article
Edit article
127. Which one of the following is true for a table with Out of scope appli-
the "Allow configuration" Application Access option cations can create
selected? Business Rules
A. Only the in-scope application's scripts can create for the table
Business Rules for the table
B. Any user with the application's user role can mod-
ify the application's scripts
C. Out of scope applications can create Business
Rules for the table
D. Out of scope applications can add new tables to
the scoped application
25 / 71
128. Which of the following objects does a Display Busi- Previous

ness Rule NOT have access to?
A.previous
B. GlideSystem
C. g_scratchpad
D. current
129. Which one of the following is NOT required to link a Application name
ServiceNow application to a Git repository?
A.Password
B. URL
C. User name
D. Application name
130. When working in the Form Designer, configuring the child table
label of a field in a child table changes the label on
which table(s)?
A. base table
B. child table
C. parent table
D. all tables
131. In an Email Notification, which one of the following is A Weight value of

NOT true for the Weight field? zero means that
A. Only Notifications with the highest weight for the no email should
same record and recipients are sent be sent
B. A Weight value of zero means that no email should
be sent
C. The Weight value defaults to zero
D. A Weight value of zero means the Notification is
always sent when the Notification's When to send
criteria is met
132. A scoped application containing Flow Designer con- Spoke

tent dedicated to a particular application is called
a(n):
A. Spoke
B. Bundle
26 / 71
C. Action Way
D. Flow
133. Which one of the following is true for GlideUser A. Can be used in
(g_user) methods? Client Scripts and
A. Can be used in Client Scripts and UI Policies only UI Policies only
B. Can be used in Business Rules only
C. Can be used in Client Scripts, UI Policies, and UI
Actions
D. Can be used in Business Rules, and Scripts In-
cludes
134. Identify the incorrect statement about Delegated De- Administrators

velopment in ServiceNow. can grant
A. Administrators can grant non-admin users the abil- non-admin users
ity to develop global applications the ability to
B. Administrators can specify which application file develop global
types the developer can access. applications
C. Administrators can grant the developer access to
script fields.
D. Administrators can grant the developer access to
security records.
135. Modules must have a Link type. Which one of the B. Assessment,
following is a list of Link types? List of Records,
A.List of Records, Separator, Catalog Type, Roles Separator, Time-
B. Assessment, List of Records, Separator, Timeline line Page
Page
C. List of Records, Content Page, Order, URL (from
arguments:)
D. Assessment, List of Records, Content Page, Roles
136. Which objects can be used in Inbound Action B. current and

scripts? email
A. current and previous
B. current and email
C. current and event
D. current and producer
137.
27 / 71
Which of the following statements does NOT apply You must script
when extending an existing table? and configure all
Options are : required behav-
A. The parent table's Access Controls are evaluated iors
when determining access to the new table's records
and fields
B. The new table inherits the functionality built into
the parent table
C. The new table inherits all of the fields from the
parent table
D. You must script and configure all required behav-
iors
138. When configuring the content of an Email Notifica- A. ${event.}

tion, which syntax should be used to reference the
properties of an event triggering the Notification?
A. ${event.}
B. ${current.}
C. ${property name>.getDisplayValue()}
D. ${gs.}
139. Object cannot be controlled by access controls? Query

a. Create
b. Delete
c. Update
d. Query
140. Which one of the following is NOT a method used A. gs.log()

for logging messages in a server-side script for a
privately- scoped application?
A. gs.log()
B. gs.error()
C. gs.warn()
D. gs.debug()
141. Which objects can you use in a Scheduled Script GlideSystem and
Execution (Scheduled Job) script? GlideRecord
A.GlideRecord and current
B. GlideUser and GlideRecord
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C. GlideSystem and GlideRecord
D. GlideSystem and current
142. Which one of the following is NOT a debugging strat- D. gs.log()

egy for client-side scripts?
A. g_form.addInfoMessage()
B. Field Watcher
C. jslog()
D. gs.log()
143. To see what scripts, reports, and other application Examine the Ap-
artifacts will be in a published application: plication Files Re-
A.Enter the name of the Application in the Global lated List in the
search field application to be
B. Open the list of Update Sets for the instance published
C. Examine the Application Files Related List in the
application to be published
D. Open the artifact records individually to verify the
value in the Application field
144. Which one of the following is not part of the Glide record
client-side scripting API?
A.workflow.scratchpad
B. GlideUser object (g_user)
C. current and previous objects
D. Glide record
145. Which one of the following is true for a Script Include The Protection
with a Protection Policy value of Protected? Policy is applied
A. Any user with the protected_edit role can see and only if the applica-
edit the Script Include tion is downloaded
B. The Protection policy option can only be enabled from the Servi-
by a user with the admin role ceNow App Store
C. The Protection Policy has applied only if the
glide.app.apply_protection system property value is
true
D. The Protection Policy is applied only if the applica-
tion is downloaded from the ServiceNow App Store
146.
29 / 71
Which one of the following is true? A UI Policy's
A. A UI Policy's Actions execute before the UI Policy's Scripts execute
Scripts before the UI Poli-
B. The execution order for a UI Policy's Scripts and cy's Actions
Actions is determined at runtime
C. A UI Policy's Scripts execute before the UI Policy's
Actions
D. A UI Policy's Actions and Scripts execute at the
same time
147. Which one of the following is NOT a purpose of appli- Provide a way of
cation scoping? tracking the user
A. Provide a relationship between application arti- who developed an
facts application
B. Provide a way of tracking the user who developed
an application
C. Provide a namespace (prefix and scope name) to
prevent cross-application name collisions
D. Provide controls for how scripts from another
scope can alter tables in a scoped application
148. Application developers configure ServiceNow using Extend and add

industry-standard JavaScript to... functionality
A. Enable the right-click to edit the context menus on
applications in the navigator
B. Extend and add functionality
C. Customize the organization's company logo and
banner text
D. Configure the outgoing email display name
149. ATF step for creating a user for testing roles and impersonate
groups...
a.create a user
b.impersonate
d.create a group
c.create a role
150. What are some of the considerations to document as Business

part of the business process? problem, data
A.Business problem, data input/output, users/stake- input/output,
30 / 71
holders, and process steps users/stakehold-
B. Business problem, data input/output, project ers, and process
schedule, and process steps steps
C. Business problem, data input/output, users/stake-
holders, and database capacity
D. Business problem, users/stakeholders, available
licenses, and database capacity
151. Which method call returns true only if the currently g_user.hasRole-
logged in user has the catalog_admin role and in no Exactly('cata-
other case(eg.admin role)? log_admin')
A. g_user.hasRole('catalog_admin')
B. g_user.hasRoleExactly('catalog_admin')
C. g_user.hasRoleOnly('catalog_admin')
D. g_user.hasRoleFromList('catalog_admin')
152. When a ServiceNow instance requests information Consumer

from a web service, ServiceNow is the web service:
A.Publisher
B. Specialist
C. Provider
D. Consumer
153. Which source control operation is available from Create Branch

BOTH Studio and the Git Repository?
A.Create Branch
B. Apply Remote Changes
C. Stash Local Changes
D. Edit Repository Configurations
154. Which one of the following is true regarding the Ap- Applications
plication Scope? downloaded from
A. All applications are automatically part of the Global 3rd party
scope ServiceNow
B. Applications downloaded from 3rd party Servi- application
ceNow application developers cannot have naming developers
conflicts cannot have
C. Any developer can edit any application naming conflicts
D. Developers can choose the prefix for a scope's
namespace
31 / 71
155. Tables Tables are a

data structure or
database compo-
nent, which con-
tain records.
Tables - contains
a record for each
table in the data-
base. Custom ta-
bles can be creat-
ed when the New
button is created.
Example: Users
156. Records Records are the

data stored on ta-
bles, which con-
tain fields.
A record corre-
sponds to a record
in a table.
Identified by
sys_id
Example: User de-

tails (User ID,
Name, Email, Lo-
cation)
157. Fields Fields are individ-

ual pieces of data
within a record.
A field corre-
32 / 71
sponds to a col-
umn in a table.
Three attribut-
es: Label, Value,
Name
Example: user-
name and email
158. Dictionary Dictionary - de-

fines every table
and field in
the system. Table
records are iden-
tified as a Collec-
tion type.
Using the Dic-

tionary overrides
feature provides
the ability to de-
fine a field on
a child table dif-
ferently from the
field on the parent
table.
Examples in-
cludes overriding
the default values,
field dependen-
cies, or read-only
status of a field.
159. Tables & Columns Lists existing ta-

bles in the data-
base. Selecting a
33 / 71
table name dis-
plays its contents.
160. User Table sys_user
161. Reference Fields When you define

a reference field,
the platform cre-
ates a relationship
between the two
tables.
Adding a refer-
ence field to a
form makes the
other fields in the
referenced table
available to the
form.
Reference fields
are identified with
the Reference
Lookup icon
162. One to Many Reference Fields

- Allows a user
to select a record
on a table defined
by the reference
field.
Example: The
Caller field on the
Incident table al-
lows a user to se-
lect any record on
the User table.
Glide List - Allows
34 / 71
a user to select
multiple records
on a table defined
by the glide list.
Example: The
Watchlist field on
the Incident table
allows the user to
select any record
or records on the
User table.
Document ID
Fields - Allows
a user to select
a record on any
table in the in-
stance.
Example: Docu-
ment field on
the Translated Text
table.
Request - Re-
quested Item 1
and Requested
Item 2
163. Many to many Two or more ta-

bles can be relat-
ed in a bi-direc-
tional relationship,
so that the related
records are visible
from both tables in
a related list.
A common ex-
ample of a
35 / 71
many-to-many re-
lationship is one
between vendors
and products.
Software vendors
can sell multi-
ple products and
products can be
sold by multiple
vendors. If you
are working with
many-to-many re-
lationships in Ser-
viceNow, you
may find sys_col-
lections.list and
sys_m2m.list use-
ful.
Group Roles (Role

A, Group A; Role
B, Group B)
164. Database Views Two tables can be

joined virtually to
allow for reporting
on data that might
be stored in more
than one table.
Database Views
are read-only.
CMDB CI
Uptime Metrics
165. Extensions A table can

extend another
table. The extend-
36 / 71
ed table includes
unique fields plus
all of the fields
and their proper-
ties from the par-
ent table.
Task Table - parent

table
Incident Table - ex-
tended table
166. Child Class A table that

extends another
table
Child tables ex-

tended from Task
[task] include
Change, Request,
Incident, and
Problem.
The child table in-

herits the fields
of its parent and
enables the cre-
ation of subcate-
gories of data.
Child tables ex-

tended from Con-
figuration Item
[cmdb_ci] include
Database, Hard-
ware, and Soft-
ware.
167. Parent Class
37 / 71
The table it ex-
tends is the parent
class.
The Task [task]

and Configuration
Item [cmdb_ci] ta-
bles are parent
classes that are
extended to child
classes.
168. Core Table A table that exists

in the ServiceNow
base system. In
other words, core
tables come WITH
the system, they
are there from the
start.
Example: Task
and CMDB
169. Base Table A table that serves

as a "base" from
which other tables
may extend. From
the base table,
you can establish
parent/child rela-
tionships in the
database.
What makes a
base table differ-
ent from a core
table is that the
base table is not
38 / 71
an extension of
another table (it
has no parent).
Examples: cmdb,
task, task_activity,
cmdb_model
170. Schema map The schema map

provides a graphi-
cal representation
of other tables re-
lated to a specific
table.
171. User Authentication/Login: Users, Groups,

and Roles.
172. Application and Modules Access: Controlled by

roles configured
at the Application
and Module level.
173. Database Access: Access to ta-

bles, records, and
fields is controlled
via globally de-
fined system prop-
erties; as well as
table and field lev-
el Access Controls
(deny access is
the default behav-
ior).
174. Security Modules System Proper-

ties > Security
System Security
> Access Control
(ACL)
39 / 71
System Security >
High Security Set-
tings
175. Access Control An access control

is a security rule
defined to restrict
the permissions of
a user from view-
ing and interacting
with data. Most se-
curity settings are
implemented us-
ing access con-
trols.
Restrict CRUD op-

erations
176. Access Control List (ACL) The access con-

trol list (ACL) con-
tains all of an
instance's access
control rules.
Users with the ap-

propriate permis-
sions can modify
rules and their de-
finitions.
177. Admin Role Users with the

admin role have
special access to
all platform fea-
tures, functions,
and data because
admins can over-
ride access con-
40 / 71
trols and pass all
role checks so
grant this privilege
carefully!
178. Security Admin Role In order for a user

to create or up-
date access con-
trol roles, they
must have the se-
curity_admin role.
The base system

admin can elevate
to a privileged role
to have access
to the features of
High Security Set-
tings.
If you grant ad-
ditional users the
admin role, they
cannot elevate to
a privileged role.
179. In what order are access controls evaluated? B. First at the

A. First at the Field-level (most specific to most gen- Table-level (most
eral), then at the Table-level (most specific to most specific to most
general) general), then at
B. First at the Table-level (most specific to most gen- the Field-level
eral), then at the Field-level (most specific to most (most specific to
general) most general)
180. What types of permissions can be configured in an A. Script that sets

access control rule? (Pick 3) the "answer" vari-
A. Script that sets the "answer" variable to true or able to true or
false false
B. Users C. Roles
C. Roles E. Conditions
41 / 71
D. Groups
E. Conditions
181. Import Set Is used to im-

port data from var-
ious data sources
and then map that
data into Servi-
ceNow tables.
You can import

data from:
• A local source
file (i.e. XML, CSV,
Excel)
• A network serv-
er by providing a
path and authenti-
cation information
• An LDAP con-
nection
• A JDBC connec-
tion
admin or im-
port_admin role to
manage all as-
pects of import
sets.
182. Data Policy A data policy is a

rule that enforces
data consistency
by setting fields as
mandatory and/or
read-only.
Its purpose is
to standardize
42 / 71
data across Ser-
viceNow applica-
tions.
Data policies are

NOT about securi-
ty,
they are about
managing the in-
tegrity of the in-
formation stored in
the database.
183. Which option allows you to update existing Target D. Coalesce

Table records when importing data from an import
set?
A. Unique
B. Mandatory
C. Transform
D. Coalesce
184. Which tool is used to determine relationships be- A. Transform Map

tween fields in an import set and an existing table?
A. Transform Map
B. Target Table
C. Import Set
D. Coalesce
185. What is created by default when you create a new A. Module with the
table? Select 2 Answers plural of the table
A. Module with the plural of the table Label (e.g. infini- Label (e.g. infini-
ties) ties)
B. Application Menu with the same name as the table B. Application
Label (e.g. Infinity) Menu with the
C. A table specific admin role same name as the
D. Dashboard to manage the table's activity table Label (e.g.
Infinity)
186. Which modules can you use to create a new table?

Select 2 Answers
43 / 71
A. Create New B. Tables
B. Tables D. Tables &
C. Import Tables Columns
D. Tables & Columns
187. Virtual Agent offers a personalized customer expe- A. Answering

rience by automating typical Tier 1 support tasks, FAQs
including which of the following? Select 3 Answers. C. Performing di-
A. Answering FAQs agnostics
B. Translating languages D. Providing
C. Performing diagnostics how-to informa-
D. Providing how-to information tion
188. The purpose of Virtual Agent is to help users do A. Obtain Informa-

which of the following? Select 3 Answers tion
A. Obtain Information B. Make decisions
B. Make decisions D. Perform com-
C. Update financial records mon work tasks
D. Perform common work tasks
189. What are the types of Workshops? 2. Requirements,

1. Requirements and Process Process, Techni-
2. Requirements, Process, Technical, and Roadmap cal, and Roadmap
3. Requirements, Process, and Technical
4. Requirements and Technical
5. Business Workshop and Requirements
190. What role can delete an Incident? 5. Itil_admin

1. Incident_admin
2. Change_admin
3. Itil
4. Itil_manager
5. Itil_admin
6. Itsm_admin
191. How many days does it take to autoclose an incidnet 4. 7 Days

when set to resolved?
1. 5 Days
2. 7 Business Days
3. 5 Business Days
44 / 71
4. 7 Days
5. 3 Days
6. 7 Days (excluding holidays)
192. Which table is not referenced on the incident form? 1. Workflow

1. Workflow
2. CMDB
3. Business Service
4. Assignment Group
5. Location
193. What module do you go to view or change the Inci- 5. Priority Lookup
dent Priority? Rules
1. Priority Matrix
2. Priority Matrix Rules
3. ITSM Matrix Rules
4. Incident Priority Rules
5. Priority Lookup Rules
194. The VIP status raises the priority of an incident? 2. False

1. True
2. False
195. How many ways are there to create and Incident (and 4
name them)?
1. 4 Portal (Record
2. 5 Producer)
3. 6 Incident App /
4. 10 Workspace
5. 2 Chat
Inbound Email
Integration
Universal Request
196. What is the system name of the choice (that holds the 2. sys_choice
choices for incident categories) table?
1. U_choice
2. Sys_choice
3. System_choice
45 / 71
4. Task_choice
5. Incident
197. How many on hold reasons are there for an incident? 4

1. 7
2. 2 Awaiting Caller
3. 5 Awaiting Change
4. 4 Awaiting Problem
5. 3 Awaiting Vendor
198. What displays after you a save a form? 2. Related Lists

1. Related Fields
2. Related Lists
3. Schema Map
4. Related Tabs
5. Form Designer
199. What are the 2 core CMDB Tables? cmdb_ci and

1. cmdb and cmdb_ci cmdb_rel_ci
2. cmdb and cmdb_rel_ci
3. cmdb_ci and cmdb_structure *Base Table
4. cmdb_ci and cmdb_rel_ci
5. cmdb_ci and task_rel_ci
200. Which of these 2 are not foundational data? Incidents

- Users Managers
- Incidents
- Companies
- Locations
- Groups
- Managers
201. Foundational Data Companies

Locations
Groups
Territory manage-
ment
Customer contact
Users (internal
users such as
46 / 71
qualifiers, dis-
patchers, agents,
and managers)
Products and as-
sets
202. Banner Frame Runs across the

top of every page
and contains a
logo and glob-
al navigation con-
trols.
Contextual App
Pill
Global Search
User Menu
Help Icon
203. All Menus Navigation Filter

History
All (applications /
modules)
Favorites
204. Content Frame Displays informa-

tion, such as
lists, forms, dash-
boards, knowl-
edge bases, and
service catalogs
depending on
where you nav-
igate within the
platform.
Forms
List of Records
47 / 71
Homepages and
Dashboards
205. Foundataion Data Companies

Users
Groups
Roles
Departments
Locations
206. Where do you go in Next Experience to create a new Right-click on any

view? column header
and select Config-
ure > List Layout
207. What is the name of the interface used to create a new List collector
view?
208. Remove/Add and reorder fields in a view Add/Remove but-

tons (from list col-
lector)
Move-up / down
buttons - re order
209. Creates a new record and keeps the form open Copy Incident
Insert and Stay
210. Creates a new record and coses the form Submit

Insert
211. Updates an existing record and keeps the form open Save
212. Updates an existing record and closes the form Update
213. Permissions Assign roles to

groups and users
to groups
214. User Role sys_user_has_role

48 / 71
215. Group Member sys_user_grmem-

ber
216. Company cmn_company
217. Role sys_user_role
218. User sys_user
219. Group sys_user_group
220. Group Role sys_group_has_role
221. Location cmn_location
222. Department cmn_department
223. Data Structure CMDB CI relationships

[cmdb_rel_ci]
stores
relationships
amongst CIs
[cmdb_ci]
224. CMDB User (itil) Create, Read,

Delete CI
CMDB - Basic Operation
225. CMDB User [cmdb_read] Read CMDB
CMDB - Basic Operation
226. CMDB User (itil) Subscribe / Un-

CMDB User [cmdb_read] subscribe
Associate CI to a
CMDB - Process Operations task
227. CMDB User (itil) Add to active

Change Request,
CMDB - Process Intergration Incident
49 / 71
228. Sys Admin Maintain CI Attrib-

utes
CMDB - Administration Import, Reconcile
CIs
Maintain Suggest-
ed Relationships
Create CI Class
229. Incident Management An infrastructure

component bro-
ken in our data
center. What part
of the business is
affected?
230. Problem Management We have identified

a defect in our in-
frastructure. What
business applica-
tions are affected?
231. Change Management We need to

change something
in our Data Center.
How will this affect
our business?
232. Request Management I would like to

have new soft-
ware loaded on
my computer.
233. CI - Independent Exist on their own

and are not de-
pendent on any
other CI's
234. CI - Dependent Depend on a rela-

tionship to another
50 / 71
CI and cannot ex-
ist on their own
235. Common Service Data Model (CSDM) a CMDB-based

framework that
identifies where to
place data for the
products you are
using
236. CMDB (Configuration Management Database) Single system of

record of configu-
ration items
237. Common Service Data Model (CSDM) Guidance on data

modeling and
management, in-
cluding the design
and development
of digital products
238. Service Portfolio Management (SPM) Provides a single

and comprehen-
sive view of a ser-
vice's definition,
design and perfor-
mance throughout
its lifecycle
239. Services are connected Cis CMDB_CI_LIST
240. Services Services are in-

tended to be a
meta-container for
offerings
241. Offering A service offering

derives from a ser-
vice, refining the
parent service to a
51 / 71
specific business
need and perfor-
mance level
242. Which script runs when a record is displayed, insert- Business Rule
ed, updated, deleted, or when a table is queried?
243. Which tool is a conversational bot platform that pro- Virtual Agent
vides assistance to help users obtain information,
make decisions, and perform common work tasks
244. The System Dictionary includes which of the given The definition for
information? each table and
column
245. In which order the list filter condition expression dis- Field, Operator,
played? Value
246. Which statement best describes sys_id? Each record in

the instance is
identified by a
unique 32-charac-
ter GUID (Globally
Unique ID)
247. Report Types Bars

Pies and Donuts
Time Series
Multidimensional
reports
Scores
Other: Box, Calen-
dar, Tunnel, etc.
248. User impersonation is used for Testing and visibil-

____________________ ity
249. What is the purpose of Update Set? An Update Set

allows administra-
tors to group a
52 / 71
series of changes
into a named set
and then move
this set as a unit
other systems
250. A schema map is defined as A schema map

displays the de-
tails of tables and
their relationships
in a visual manner,
allowing adminis-
trators to view and
easliy access dif-
ferent parts of the
database schema.
251. Service Catalog Management Relies on

- change and
request manage-
ment processes
- asset and config-
uration manage-
ment re depen-
dencies (service,
asset, confirg)
- Release Man-
agement - update
sets
252. Number of Catalog considerations Services and

Types of ser-
vice; Audient; Ad-
min delegation
253. User Criteria Is used to de-

termine who will
have access (or
not access) to
request particular
53 / 71
items from the cat-
alog.
Criteria Exam-
ples: Individuals,
Groups, Roles,
Departments, Lo-
cations, Compa-
nies
CANNOT criteria
overrides the CAN
criteria
254. What can appear in service catalogs? Catalog Items

Record Producers
Order Guides
Content Items
255. Default Variables Editor Is only for record

producers
256. VEditor Is a formatter

that ONLY applies
to requested item
and catalog task
forms.
Is for catalog items

and catalog tasks
257. Record Producer Provides a

user-friendly way
to generate
records within
ServiceNow and
gather relevant
information from
users to expediate
handling of their
54 / 71
request or issue.
Map fields in the

resulting record
- Ask a Question
- Report an Out-
age
- Propse a New
Standard Change
Template
258. Order Guides Allow organiza-

tions to group mul-
tiple items typical-
ly ordered togeth-
er.
Combine multiple
catalog items into
a single request
Example: On-
board new em-
ployee
259. Cascase Variables The values for

these common
variables (part of
the order guide)
will be populated
on each item.
260. Content Items Link to a Knowl-

edge Base Arti-
cle, Catalog Con-
tent, Module, Ex-
ternal Content
55 / 71
- View Company
Policies
261. Varible Set Standarizaton and

re-use of variables
to use across mul-
tiple catalog items
262. Catalog UI policies Control the be-

havior of catalog
item forms when
presented to your
users
applied to a cata-
log item or a vari-
able set
263. Catalog Client Script - onLoad Modify choice list

options available
264. Catalog Client Script - onChange On change of vari-

able A, clear value
of variable B
On change of vari-
able A, populate
values of variables
B and C
265. Catalog Client Script - onSubmit Validate field val-

ues
- start date < end
date
- justification > x
characters long
266. Catalog Client Scripts Run client-side to

control behavior of
items presented to
56 / 71
users
validate content,
populate fields dy-
namically, or clear
variable values
based on changes
to other variables
267. Avenues for Request creation Portals / Employ-

ee Center
Service Catalog
application
Walk up
Incident Record
Email
Intergration
Universal Request
268. Requested Item - Catalog Task States Pending

Open
Work in Progress
Closed Complete
Closed Incom-
plete
Closed Skipped
269. Request State (sc_request) Pending Approval

Approved
Closed Complete
Closed Incom-
plete
Closed Cancelled
Closed Rejected
Closed Skipped
270. Stage Set by a flow
Stages are not
57 / 71
supported by sub-
flows
271. Flow Designer Allows process

owners to use
natural language
to automate ap-
provals, tasks, no-
tifications, and
other record oper-
ations with little to
no code
272. Service Level Agreements (SLAs) Both the REQ

and SCTASK may
have SLAs ap-
plied
Defined based on
variables
273. Does the service catalog category name have to No

match the Employee Center taxonomy name?
Any service cat-
alog category
(name) can be
added to any Em-
ployee Taxonomy
topic (name). The
only requirement
is that the service
catalog category
has at least one
catalog item as-
signed. Empty will
not be displayed.
274. Delete knowledge base No role can
275. Incident - basic process (stages)

58 / 71
Creation and
Classification
Investigation and
Diagnosis
Resolution and
Closure
276. Incident - platform roles Close

- Admin; Itil+Ad-
min, User, System
Delete
- Admin; Itil+Ad-
min
Accept, promote
major incident
- Admin; major_in-
cident_manager
Create incident
record
- incident_mnager
- CANNOt
277. Avenues for Incident creation Interaction (call,

chat, walk up)
Employee Center /
Portals
Incident Applica-
tion or Workspace
Support Chat
Inbound Email
Universal Request
Intergrations
278. VIP flag (Caller) Managed in High-

light VIP Caller
Client Script
59 / 71
279. Contextual Search Incident deflection
Help users
resolve issues
before they
submit an incident
(KB articles,
catalog items,
incidents/prob-
lems (resolved)
280. Major Incident (MI) An incident that re-

sults in significant
disruption to the
business
281. Assignment Group Populate Assign-

ment Group based
on CI/SO busi-
ness rule
282. Incident - SLA Flows Use percent-

ages to time
Breach Warning
and Breach Notice
emails
Trigger @ 50% of
the SLA duration
Trigger @ 75% of
the SLA duration
At 100% SLA
duration, Has
Breached = true
283. How may group types can be used? Common use is

to set up a
type to repre-
sent each ap-
plication (incident,
60 / 71
problem, change,
request, knowl-
edge, etc.)
284. Insert and Stay (Saving forms) Makes a copy and

stays on the form
285. Save and Update Will not create a

new record
Close the form
286. SLA - If no schedule source is selected SLA will 24x7
287. How many SLAs are listed in the Task SLAs? There should be 2
SLAs in the Task
SLA related list.
Response SLA
Resolution SLA
288. HTML Box (email templates): ${URI_REF} Link to Incident

Record within the
notification
289. Problem [problem] Table stores prob-

lem records
Problem extends
the Task [task]
table
Related Tables: In-

cident & Change
290. Problem - Delete PRB record, PRB task Admin

itl+admin
problem_admin
291. Problem - Close PRB record / task

61 / 71
admin
itil+admin
problem_admin
problem_manager
problem_coordina-
tor
problem_task_an-
alyst
292. Avenues for initiating problem investigation Proactive Trend

Analysis
Open Incident
293. Assignments - Problem Assignment

group: Any itil
group
Assigned to: Any

member of the
current assign-
ment group with
the problem_coor-
dinator role
294. Assignment - Problem Task (PTASK) Assignment

group: Any itil
group
Assigned to: Any

member of the
current
assignment group
with the
problem_task_an-
alyst role
Two Types of
Tasks: Root
62 / 71
Cause Analysis
(RCA) or General
295. problem_coordinator Responsible for

working on prob-
lems and prob-
lem tasks. They
can also com-
municate fixes,
workarounds, and
create known er-
ror articles
296. problem_task_analyst Responsible for

working on prob-
lem tasks only.
This should be as-
signed to support
groups that are
aiding in an inves-
tigate.
297. Communicate Workaround UI action may

be used to
copy the problem
workaround to re-
lated incidents
Default -
workaround gets
copied to the Work
Notes of any ac-
tive incidented re-
lated to the PRB
record
298. PRB - Communicate Fix Copied to the Ac-

tivity Stream and a
notification is sent
to the users in
63 / 71
the Assigned to
and Work notes
list fields for all as-
sociated incidents
where; State =
New, On Hold, or
In Progress
299. Creating PRB record from INC record Changes the State
of the INC record
to On Hold - Wait-
ing PRB
300. PRB State Changes One Assigned to

field has been
populated
301. Create a CHG Request from a PRB Fields Copied

- Short description
- Description
- Configuration
item
- Priorty
- Company
- Domain
302. PRB - System Properties Yes - Accept Risk

moves the PRB to
Clsoed state in-
stead of Resolved
state
Yes - Cancel open

PRB Tasks when
closing a PRB
Yes - Copy attach-

ments from INC
Yes - Copy attach-

64 / 71
ments from the
IMS
Yes - Create saved

PRB
303. PRB - Recommended Metrics % of PRBs re-

sponded to within
target time
Number of new
PRBs per week
% of INCs re-
solved by PRBs
304. Change Formal process

that governs a
change
Includes the plan-

ning & approval of
activities
305. Release Under the authori-

ty of Change Man-
agement
Builds, tests &

releases changes
new or existing
services
Single change or
group of changes
306. CHG Request [change_request] Table stores

changes request
records.
CHG request ex-
65 / 71
tends from the
Task [task] table
307. CHG Roles No role or user

has the ability to
update the change
table on an ex-
isting record, or
the ability to delete
a standard change
proposal
308. Change Management platform roles Page 387
309. Create a change request Manual Creation

Incident Manage-
ment
Problem Manage-
ment
Configuration
Management
Service Catalog
310. CHG - Model States New

Assess
Authorize
Scheduled
Implement
Review
Closed
Canceled
311. State Transitions Transitions define

which states a
record can move
to from the given
state
312. CHG - Process Flow (states) Page 399
66 / 71
313. Blackout Schedule Blackout windows
specify times dur-
ing which nor-
mal change activ-
ity should not be
scheduled.
314. Maintenance Schedule Maintenace win-

dows specify
times during
which change re-
quests should be
scheduled.
315. Confict detection Identifies potential

scheduling con-
flicts for a change
request based on
the CIs, planned
start date, and the
planned end date
in scope for the
change
Detect Conflict UI
316. Scheduling Assistant Aims to help

change initiators
remove conflicts
on their change re-
quest by suggest-
ing an alternative
target deployment
window
317. Risk Calculation Is determined

based on risk con-
dition and risk as-
sessment
67 / 71
318. Risk Assessment Survey questions
- responses are
scored to calcu-
late risk
319. Change Approval Policy Defines inputs and

outputs
320. Policy Input record creates ref-

erence to some
form of informa-
tion which pro-
vides the variable
sources to evalu-
ate within a Deci-
sion
321. Decision is an outcome of

the policy, it ap-
plies when the
conditions con-
tained within it
matches the Poli-
cy Input
322. CAB Workbench In the CAB Work-

bench application,
meeting notes and
minutes are doc-
umented at the
CAB meeting lev-
el.
Approve/reject
CHGs
Standard CHGs
must be manually
added to the agen-
das
68 / 71
Leverages Ser-
vice Portal func-
tionality
323. Release Management Serves as an in-

put and output to
the other ITSM
process areas
Examples: Ser-
vice Catalog, con-
tainer for change
requests, CMDB
& Service Portfolio
data
324. Release Management platform roles Pag 473
325. Release Management Components Key Inputs / Deci-

sions
Release Planning
Deployment
326. ITSM Process Change Manage-

ment
Configuration
Management
Problem Manage-
ment
Incident Manage-
ment
327. Release Phase Release Planning

Build & Test
Deployment
Review & Close
328. Automated Test Framework (ATF) Enables you to

create and run au-
69 / 71
tomated tests to
confirm that your
instance works af-
ter making a
change
329. Reporting Current view of

how the data is to-
day based on lived
data and is a plat-
form feature, avail-
able in the ITSM
standard package
330. Performance Analytics Part of the ITSM

Professional pack-
age and takes
snapshots to save
metadata (scores)
that you define.
331. Service Request platform roles Page 106
332. On load When Form is

loaded or user
changes a value
on the Form (ap-
plication of UI Poli-
cies)
333. Reverse if false Conditions evalu-

ate false - reverse
UI Policy applica-
tion
334. Data Policy Data policies can

apply rules to all
data entered into
the system (im-
70 / 71
port sets, web ser-
vices, etc.)
335. Element Name of the field

this translation ap-
plies to
336. Label Translated text

that users see
337. Data lookup definitions Data lookup rules

allow administra-
tors to specify
the conditions and
fields where they
want data lookups
to occur.
Example: As-
signment Group
Lookup; Priority
Lookup
338. State Transitions (CHG) If true, the CHG

will automatically
move to this state
if all conditions are
met
71 / 71

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ServiceNow Certified System Administrator (CSA) Exam

Study online at https://quizlet.com/_bqyxp8

1. Field Label User Friendly

2. Field Value Data

3. Field Name System friendly

4. Which one of these applications is available to all Self Service

5. Which module displays a list of tasks assigned to a My Groups Work

6. Which one of the following is a definition for trans- A map to deter-

8. What is the language used for scripting in Servi- JavaScript

9. Which section of the ServiceNow UI allows you to Banner frame

12. Which of the following is used to categorize, flag, and Tags

13. Which tool should be used to populate commonly Template

14. How is a group defined in ServiceNow? A group is one

15. What is a role in ServiceNow? A role is one

16. What is a Notification? A tool for alerting

17. Which one of the following is NOT a type of Visual Feature

21. Which of the following statements describes how A column is a field

22. What is a sys_id? Unique 32-charac-

27. Which application menu is used in capturing and Update Set

29. Jelly Scripting is used in which of the following? UI Macros

30. UI action is the method to put buttons, links, and True

33. A _ is a cell in a table which holds an individual piece Field

35. Personalizing a list for an individual user will not True

37. Context Menus, List Buttons, Form buttons are? UI Actions

39. A variable set can be used in multiple catalog Items. True

40. Which of the following gets automatically captured in Table, Forms,

Table, Schedule, Forms

42. Which of the components are visible on Workflow List of published

43. Which of the following is possible via an inbound Sends an e-mail

44. If a workflow is not published, it will be captured in False

45. Is the Application Navigation search history stored Yes

46. Which application is visible to all the users? Self-service

53. Which of the following is a set of tables containing CMDB

55. Can we draw multiple transition from a single activity True

56. When a knowledge article can be viewed? After it is pub-

57. g_scratchpad CANNOT be used in catalog items. True

58. By default, CAB Approval is only requested for nor- True

61. What is Access Control List (ACL)? Contains all of an

62. Which statement best describes Notes Tab? Used to commu-

63. Which statement best describes User Presence's Edit records in

64. How is a group defined? It is one record in

66. We can draw multiple transition from a single activity True

67. Core tables in ServiceNow? CMDB & Task

68. How is coalesce used in Import Sets? Using coalesce,

75. Which tool is used to determine relationships be- Transform map

77. The CMDB is the authoritative source of what infor- Owner

83. Which of the following field types do have Glide List

84. Where does the System Administrator navigate to Maintain Items

86. What form view is displayed when clicking on the Sys_popup

87. Which role can switch their form view? view_changer

94. Notifications in the Now Platform occur through SMS

95. Which elevated role is required to modify access con- security_admin

99. Which user authentication method is used when it External Single

101. What role is required for a user to create or update security_admin

103. What is Configuration Management Database A database used

104. Which of the following is an example of a base table Task [task]

112. By default, a report is shared with: The report creator

114. The Now Platform is an example of which cloud com- Application

117. Which ServiceNow product does provide the ability to IntegrationHub