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Questions and Answers

Where could you add a field to the new form created for the application? (Choose 2 answers)

  • Click on context menu, select configure > form design (correct)
  • Select field class manager module
  • Right click on the form header, select configure > form layout
  • Select fields and columns module (correct)

    • What is a role defined as?

    A collection of permissions

    Which application is used primarily to load data into ServiceNow?

  • Import management
  • Data import configuration
  • Import hub
  • System import sets (correct)

    • What are the three key tables in an enterprise CMDB? (Choose 3 answers)

    <p>Sn_cmdb_ci</p> Signup and view all the answers

    How would you define an access control to allow a user with the ITIL role to create incident records?

    <p>Name: incident.*; operation: write; role: itil</p> Signup and view all the answers

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

    <p>Plugin</p> Signup and view all the answers

    From a form, what would you click to add additional fields? (Choose 2 answers)

    <p>Context menu &gt; configure &gt; form design</p> Signup and view all the answers

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

    <p>CMDB Use Case Modeler</p> Signup and view all the answers

    What service now capability allows you to provide knowledge articles via a conventional messaging interface?

    <p>Virtual agent</p> Signup and view all the answers

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

    <p>Batch</p> Signup and view all the answers

    What is the name of the table relationship where two tables are related in a bidirectional manner?

    <p>Many to many</p> Signup and view all the answers

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

    <p>UI actions</p> Signup and view all the answers

    Which feature allows users to manage which notifications they receive about activities on the platform?

    <p>User criteria</p> Signup and view all the answers

    Where can users set their notification subscription preferences?

    <p>System settings</p> Signup and view all the answers

    What feature allows you to limit users able to contribute or read knowledge within a knowledge base?

    <p>Groups</p> Signup and view all the answers

    What does natural language query allow you to do on a list?

    <p>Predict the filter desired by the user</p> Signup and view all the answers

    Your customer has a human resource knowledge base. How would you ensure a new procedure is only visible to the HR manager?

    <p>Add user criteria for HR manager group on the can read list of the article</p> Signup and view all the answers

    What type of entities can receive task assignments in ServiceNow? Choose two answers.

    <p>Users</p> Signup and view all the answers

    What capability allows users to create dashboards with big widgets to visualize data over time?

    <p>Performance analytics</p> Signup and view all the answers

    Which steps would you follow when testing a catalog item that has a manager approval flow? Choose three answers.

    <p>Impersonate the requester to ensure the form works.</p> Signup and view all the answers

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

    <p>Drag the data pill onto the flow definition</p> Signup and view all the answers

    After finishing your work on high security setting, what is a possible way to return to normal admin security levels?

    <p>Use system administration &gt; normal security module</p> Signup and view all the answers

    Access controls are evaluated in this order: 1. Match Object against table ACL 2. Match the object against field ACL. Within step one, what is the order in which table ACLs are evaluated?

    <p>General to specific: table ACL, table.field ACL, parent table.field ACL</p> Signup and view all the answers

    When selecting the target table for an import, which tables can you select? Choose three answers.

    <p>Tables within the existing application scope</p> Signup and view all the answers

    A user wants to create a set of filter conditions showing records that satisfy two conditions: incidents where the state is closed and incidents where the assignment group is network. What should the user do?

    <p>Define the first condition; click AND button; define the second condition; click run</p> Signup and view all the answers

    What import utility does the system use when the field names on the import set match the names of the fields on the target table?

    <p>Automatic mapping</p> Signup and view all the answers

    Which section in the report designer is used to adjust the appearance of your report, including colors, titles, and legend layout?

    <p>Style</p> Signup and view all the answers

    Which statement correctly describes the difference between a client script and a business rule?

    <p>A client script executes on the client and a business rule executes on the server</p> Signup and view all the answers

    What are the advantages of using flow designer? Choose three answers.

    <p>Smooth integration with 3rd party systems</p> Signup and view all the answers

    What tool is used to import data from various data sources and map that data into ServiceNow tables?

    <p>Import set</p> Signup and view all the answers

    How would you distinguish between a base class table and a parent class table?

    <p>Base class table is not extended from another table. Parent class tables may be extended from another table.</p> Signup and view all the answers

    What are three security modules often used by the System Administrator? Choose three answers.

    <p>System security &gt; high security settings</p> Signup and view all the answers

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

    <p>Operator</p> Signup and view all the answers

    Many actions are included with the flow designer, what are some frequently used core-actions? Choose four answers.

    <p>Look up record</p> Signup and view all the answers

    For your implementation, several tables are extended from each other. Which tables are parent, child, and base tables? Choose five answers.

    <p>Task table is a base table</p> Signup and view all the answers

    Which is the most efficient way to move a large amount of data between instances?

    <p>Export to data package</p> Signup and view all the answers

    Which ServiceNow utility gives a service desk agent the ability to trace from a service having an issue, to see which CIs are supporting that service and have active issues?

    <p>CI dependency view</p> Signup and view all the answers

    When importing spreadsheet data into ServiceNow, what is the first step in the process?

    <p>Select import set</p> Signup and view all the answers

    When managing tags, you can adjust who is able to see it. What are the visibility options? Choose three answers.

    <p>Me</p> Signup and view all the answers

    Which modules can you use to create a new table? Choose two answers.

    <p>Dictionary</p> Signup and view all the answers

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

    <p>Joins</p> Signup and view all the answers

    Which of the following are not included in an update set by default? Choose three answers.

    <p>Transcripts</p> Signup and view all the answers

    What options can you see when you right-click on a CI, from the CI dependency view map? Choose three answers.

    <p>View related tasks</p> Signup and view all the answers

    You have heard about a new application released by ServiceNow. What would be the best way to get hands-on experience with the new application?

    <p>Activate the application plug-in on your personal dev instance</p> Signup and view all the answers

    On a filter condition, there is an element based on the table, user access rights, and column on the table. What is this element called?

    <p>Field</p> Signup and view all the answers

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

    <p>System properties &gt; basic configuration UI16</p> Signup and view all the answers

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

    <p>Virtual Agent</p> Signup and view all the answers

    ServiceNow contains over 25 different report types. What are some of the types? Choose five answers.

    <p>Semi-donut</p> Signup and view all the answers

    On the CI dependency view, what enables you to trace from an infrastructure item to the servers dependent on that server?

    <p>Relationships</p> Signup and view all the answers

    Which one statement correctly describes access control rule evaluation?

    <p>If a row level rule and a field level rule exist, both rules must be true before an operation is allowed.</p> Signup and view all the answers

    Which one of the following describes the primary operations performed against tables in the ServiceNow platform?

    <p>Create, read, write, delete</p> Signup and view all the answers

    What are the advantages of using spokes for integration? Choose 3 answers.

    <p>Free spokes are available in the ServiceNow store</p> Signup and view all the answers

    When looking at a long list of records, how might you quickly filter to show only those which have a short description containing email?

    <p>Click list magnifier to expand column search; on short description, type *email, click enter</p> Signup and view all the answers

    A task worker asks how they can monitor any updates occurring to records assigned to them. What do you suggest?

    <p>On My Work list, select Activity stream icon to show a frame with live updates</p> Signup and view all the answers

    You have an existing customer using work flows for their catalog item. What workflow would you update to change the approval threshold from $1000 to $1500?

    <p>Service catalog request</p> Signup and view all the answers

    After you create a new table, what is the best practice regarding the navigation pane? Choose 2 answers.

    <p>Specify which roles are able to see the module</p> Signup and view all the answers

    What icon do you use to change the label on your favorite?

    <p>Pencil</p> Signup and view all the answers

    What is the platform name for the group table?

    <p>Sys_user_group</p> Signup and view all the answers

    From a form, what would you click to modify the order of the fields on the form? Choose 2 answers.

    <p>Context menu &gt; configure &gt; form layout</p> Signup and view all the answers

    On access control definitions, what are ways you can set the permissions on a table? Choose 3 answers.

    <p>Roles</p> Signup and view all the answers

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

    <p>User criteria</p> Signup and view all the answers

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

    <p>Ensures user has access to a table, before evaluating access to a field in the table</p> Signup and view all the answers

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

    <p>UI policy</p> Signup and view all the answers

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

    <p>Import data</p> Signup and view all the answers

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

    <p>Dependency view</p> Signup and view all the answers

    Group records are stored in which table?

    <p>Group[sys_user_group]</p> Signup and view all the answers

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

    <p>System Administrator[admin]</p> Signup and view all the answers

    What ServiceNow features can be triggered by events, and are used to inform users about activities or updates in ServiceNow?

    <p>Notifications</p> Signup and view all the answers

    The ServiceNow platform includes which type of interfaces? Choose 3 answers.

    <p>Now mobile apps</p> Signup and view all the answers

    An IT manager cannot see tasks on the service desk > My Groups Work List. What could explain this?

    <p>The manager is not a member of the network and hardware groups.</p> Signup and view all the answers

    What is the language used for scripting in ServiceNow?

    <p>JavaScript</p> Signup and view all the answers

    Which script can run when a record is displayed, inserted, updated, deleted, or when a table is queried?

    <p>Business Rule</p> Signup and view all the answers

    What process allows users to create, categorize, review, approve, and browse important information in a centralized location shared by the entire organization?

    <p>Knowledge Management</p> Signup and view all the answers

    Which storefront is a single location for accessing prebuilt spokes to quickly integrate with third-party services to build and share content?

    <p>ServiceNow Store</p> Signup and view all the answers

    Which role can manage multiple knowledge bases?

    <p>Sn_kb_admin</p> Signup and view all the answers

    You are creating a catalog item for ordering a new desktop computer with various options. How would you add these options to the catalog item form?

    <p>Add Variables</p> Signup and view all the answers

    What is the best practice regarding data imports?

    <p>Plan time before your import to remove obsolete or inaccurate data.</p> Signup and view all the answers

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

    <p>All rows are treated as new records. No existing records were updated.</p> Signup and view all the answers

    What tool allows you to drag and drop to specify links between source fields on an import set table and destination fields on any ServiceNow table?

    <p>Mapping Assist Utility</p> Signup and view all the answers

    When importing data from a spreadsheet, which step defines where the incoming data columns will be written in the receiving tables?

    <p>Field Mapping</p> Signup and view all the answers

    To quickly return to a homepage you were using 5 minutes ago, which item would you click?

    <p>Clock Icon</p> Signup and view all the answers

    What is the most important thing to remember about activating a plugin?

    <p>Install dependent plugins first.</p> Signup and view all the answers

    Certain tables have a prefix like HR_. Which kind of tables has a name that starts with a custom prefix?

    <p>Scooped Application Table</p> Signup and view all the answers

    What could you search for to locate ITIL best practice indicator reports?

    <p>ITIL</p> Signup and view all the answers

    While on an incident record, how would you add a tag for 'special handling' to the record?

    <p>Click on the ... icon, click Add Tag, type special handling, press enter.</p> Signup and view all the answers

    What icon in the banner do you use to turn on the application picker and the update set picker?

    <p>Gear</p> Signup and view all the answers

    What are examples of core tables in the ServiceNow platform?

    <p>User, Task, Incident</p> Signup and view all the answers

    What are advantages of assigning work tasks to a group rather than to an individual? Choose five answers.

    <p>Group members can pick tasks based on highest priority.</p> Signup and view all the answers

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

    <p>Access List</p> Signup and view all the answers

    When you set a policy that is applied to all data entered into the platform (UI, import sets, or web services), where does this policy require the default?

    <p>Server</p> Signup and view all the answers

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

    <p>Transform Map</p> Signup and view all the answers

    When moving a homepage or dashboard between instances, what must you remember?

    <p>Create a separate update set for them.</p> Signup and view all the answers

    What are the main components of the form design interface? Choose 3 answers.

    <p>Form Layout</p> Signup and view all the answers

    What features are available in Knowledge Management to support continuous improvement on the knowledge articles? Choose 4 answers.

    <p>Flag Article</p> Signup and view all the answers

    What are examples of UI actions, relating to lists? (Choose four answers)

    <p>List buttons</p> Signup and view all the answers

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

    <p>Flows</p> Signup and view all the answers

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

    <p>Data pill runtime value</p> Signup and view all the answers

    The employee onboarding team has asked for a way for managers to order computers, monitors, business cards, and cell phones for new employees. How would you proceed to meet this requirement?

    <p>Create order guide</p> Signup and view all the answers

    Which resource would you use to determine if a specific user could contribute to a particular knowledge base?

    <p>User criteria diagnostics</p> Signup and view all the answers

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

    <p>Any active user</p> Signup and view all the answers

    While showing a customer their incident form, they ask to change the priority field title to display their internal terminology Pvalue. How would you do that? (Choose two answers)

    <p>Right click on priority and select configure label</p> Signup and view all the answers

    What access does a user need to be able to import articles to a knowledge base?

    <p>Sn_Knowledge_import</p> Signup and view all the answers

    What controls the publishing and retiring process for knowledge articles?

    <p>Workflows</p> Signup and view all the answers

    What is an advantage of defining relationship types between CI classes?

    <p>Improves data quality, as the CIs will automatically be related when CMDB is activated.</p> Signup and view all the answers

    When using the CI dependency view, how would you view the relationship between one CI and another CI?

    <p>Right click, view relationship</p> Signup and view all the answers

    Of the CI tables, which is a base table of the CMDB hierarchy?

    <p>Cmdb_ci</p> Signup and view all the answers

    What table acts as a staging area for records imported from a data source?

    <p>Staging table</p> Signup and view all the answers

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

    <p>Coalesce fields</p> Signup and view all the answers

    What module enables an administrator to define destinations for imported data on any ServiceNow table?

    <p>Transform map</p> Signup and view all the answers

    The customer wants all users to have access to the records in the offerings table. What setting on access control definition would you use to grant access to all of the offering table records?

    <p>Offering</p> Signup and view all the answers

    A manager wants to review 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?

    <p>Performance analytics.</p> Signup and view all the answers

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

    <p>Field</p> Signup and view all the answers

    What do you click when you have made modifications to your report, and you want to see the results without saving?

    <p>Run</p> Signup and view all the answers

    The report designer contains different sections for configuring your report. Which section is used to specify grouping and calculations to be run against the data?

    <p>Data</p> Signup and view all the answers

    What section on the notes tab shows the history of the work documented on the record?

    <p>Journal</p> Signup and view all the answers

    Your customer wants to update a notification, so it is sent to the caller and also to the manager of the caller. How would you approach this requirement?

    <p>On the send to tab, add caller field, dot walk to caller’s manager to add manager.</p> Signup and view all the answers

    An IT user calls the service desk because they need to work on task records. All they can see is self-service on their homepage when they log into the ServiceNow instance. What issue could explain this? (Choose two answers)

    <p>That user account does not belong to any group which contains the ITIL role.</p> Signup and view all the answers

    What type of rules specify which user groups are responsible to work on different types of tasks?

    <p>Assignment</p> Signup and view all the answers

    Using the module System Properties > My Company, what branding options are available?

    <p>Company name, company logo, colour scheme</p> Signup and view all the answers

    From form designer, how would you define a section, so it displays as a tab?

    <p>Click the gear and check the tab option</p> Signup and view all the answers

    When looking at a long list of records, you want to quickly filter to show only those which have a category of hardware. How might you do that?

    <p>Click funnel icon, type hardware and click enter.</p> Signup and view all the answers

    Groups are defined at what?

    <p>A collection of users</p> Signup and view all the answers

    What is the best way to learn about performance analytics?

    <p>Take a ServiceNow Performance Analytics course on Now Learning</p> Signup and view all the answers

    A subject matter expert routinely receives tasks that have been worked by the first and second level support before receiving the assignment. What could you suggest to make it easier for the expert to read only the work notes in the activity log?

    <p>Click context menu &gt; Work notes view</p> Signup and view all the answers

    For a customer’s inventory application, several inventory fields are needed on an inventory ticket. This ticket will be assigned to inventory support team members. How would you start to implement this requirement?

    <p>Create inventory table as an extended table from the task table, then add the inventory specification fields as needed.</p> Signup and view all the answers

    When using the report designer, it is best practice to make a copy of an existing report then make modifications to your copy of that report. When viewing the report inside the designer, how would you make a copy of the report?

    <p>Click on the properties tab and select save as.</p> Signup and view all the answers

    While testing a catalog item for ordering an expensive computer, the mandatory approval is being skipped for requester Bob Smith, but not for any of the other requests. What could explain the issue?

    <p>Bob Smith's user account does not have a manager specified.</p> Signup and view all the answers

    What module do you use to access the reports that are available to you?

    <p>Self-service &gt; My reports</p> Signup and view all the answers

    Why is it recommended that you limit update sets to a maximum of 100 records? (Choose two answers)

    <p>Reduce potential conflicts</p> Signup and view all the answers

    Which flow components allow you to specify when a flow should be run?

    <p>Trigger and condition</p> Signup and view all the answers

    A customer has asked for the following updates to a form: make resolution code mandatory when the state is changed to resolved, and hide the major incident checkbox unless the logged-in user has the major incident manager role. What type of rules would you use to implement this requirement?

    <p>UI policy and actions</p> Signup and view all the answers

    What utility enables process owners to oversee cross-enterprise workflows within a single unified process?

    <p>Process workflow designer</p> Signup and view all the answers

    Which type of script runs in the browser?

    <p>UI policies and client scripts</p> Signup and view all the answers

    If you have the impersonate role, what type of user are you not able to impersonate?

    <p>Extended security admin</p> Signup and view all the answers

    On a list, what part of the table does each column show?

    <p>A field</p> Signup and view all the answers

    Which type of field allows you to enter freely using letters, numbers, and special characters?

    <p>Open text</p> Signup and view all the answers

    To quickly return to your instance's home page, what item would you click?

    <p>Instance logo</p> Signup and view all the answers

    Which admin role is required to make changes to high security settings?

    <p>High_sec_admin</p> Signup and view all the answers

    With the admin role, a user would have access to all platform features, functions, and data with what exceptions?

    <p>High security and human resources</p> Signup and view all the answers

    From the 'My Approval' module, you want to quickly authorize a request. How can you do this quickly from the list view?

    <p>Select approval record by checking box, click on green check</p> Signup and view all the answers

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

    <p>Preferred browser</p> Signup and view all the answers

    What module do you use to access the full-screen view of Connect?

    <p>Connect &gt; Workspace</p> Signup and view all the answers

    A new employee joins the IT department and needs to perform work assigned to network and hardware groups. How would you set up their access? (Choose 3 answers)

    <p>Add user account to hardware group</p> Signup and view all the answers

    When would you use the following steps? i) Homepage admin > Pages ii) Right click on homepage record iii) Select unload portal page

    <p>To retire homepage</p> Signup and view all the answers

    On a business rule, what settings determine at what points the rule executes?

    <p>Before, after, async</p> Signup and view all the answers

    Study Notes

    Task Record Updates

    • The Timeline section shows the most recent update made to a task record.

    UI Actions in Lists

    • Examples of UI actions include List buttons, list context menu, list links, and list control.

    Automating Business Logic

    • Flows enable automation of business logic for applications or processes involving task approvals, notifications, and record operations.

    Runtime Values in Flows

    • When a Flow runs an action, the generated data pill runtime value remains constant during the flow.

    Employee Onboarding Requests

    • To allow managers to order equipment for new employees, create an order guide.

    Knowledge Base Access

    • Use User criteria diagnostics to determine if a specific user can contribute to a particular knowledge base.

    Knowledge Base Article Access

    • If a knowledge base lacks access details, no users can read articles within it.

    Changing Field Titles

    • To change the title of the priority field, use configure dictionary and configure label options.

    Importing Articles to Knowledge Base

    • The Sn_Knowledge_import role is necessary to import articles into a knowledge base.

    Knowledge Article Management

    • The workflow designer controls the publishing and retiring processes for knowledge articles.

    CI Relationship Types

    • Defining relationship types between CI classes:
      • Improves data quality and prevents incorrect relations.
      • Automates CI dependency views and simplifies relating CIs.

    Viewing CI Relationships

    • The relationship between two CIs can be viewed by clicking the plus to expand the cluster.

    CMDB Hierarchy Base Table

    • Cmdb_ci is a base table of the CMDB hierarchy.

    Record Import Management

    • The import set row table acts as a staging area for records imported from data sources.

    Unique Key During Imports

    • Coalesce fields are used as a unique key during imports to avoid duplicate records.

    Import Data Destinations

    • Transform maps enable administrators to define destinations for imported data on any ServiceNow table.

    Access Control for Offering Table

    • To grant access to records in the offerings table, set the access control definition to Offering.

    Snapshot and Trend Reports

    • For sales performance reviews, suggest using performance analytics for trend reporting and forecasts.

    Table Components

    • A Field contains a piece of data for one record in a table.

    Previewing Report Modifications

    • Click Run to see results of report modifications without saving.

    Report Designer Configuration

    • The Data section in the report designer is used to specify grouping and calculations.

    Notes Tab History

    • The Journal section on the notes tab shows the history of work documented on the record.

    Notification Updates

    • To update a notification for both the caller and their manager, dot walk to the caller’s manager on the send to tab.

    IT User Self-Service Issue

    • If an IT user can only see self-service, they may lack the ITIL role or belong to a group that does not have the role.

    User Group Task Assignment Rules

    • Assignment rules specify which user groups are responsible for different types of tasks.

    Branding Options in ServiceNow

    • Branding options available include banner image, banner text, and colour scheme.

    Form Designer Tab Configuration

    • To define a section as a tab, click the gear icon and check the tab option.

    Quick Filtering Records

    • Quickly filter records by clicking the funnel icon and typing hardware.

    Group Definition

    • Groups can be defined as a collection of users or a department.

    Learning About Performance Analytics

    • Recommended to take a ServiceNow performance analytics course on now learning.

    Facilitating Work Notes for Subject Matter Experts

    • Click the context menu and select work notes view to easily read only work notes.

    Inventory Application Setup

    • Create an inventory table as an extended table from the task table, adding necessary specification fields.

    Copying Reports in Designer

    • Click on the context menu and select insert and stay to copy an existing report for modifications.

    Approval Skipping for Users

    • Skip issue could be due to the absence of a specified manager for the requester.

    Accessing Reports

    • Access available reports through self-service > my reports.

    Limiting Update Sets

    • Keeping update sets to a maximum of 100 records helps reduce conflicts and improves troubleshooting effectiveness.

    Flow Running Specifications

    • Flows are specified to run based on Trigger and condition.

    Form Update Rules

    • Use UI policy and actions to make resolution code mandatory and hide major incident checkbox based on user role.

    Unified Process Workflows

    • The Flow editor enables process owners to manage cross-enterprise workflows.

    Browser-Script Execution

    • UI policies and client scripts run in the browser on the ServiceNow platform.

    End User Activities

    • Round trips include request and response activities for end-user interactions.

    Guided Tours and Resources

    • Access the help panel (question mark icon) for guided tours and flow information.

    Knowledge Base Access Criteria

    • Users who meet all specified matches—membership in particular groups and departments—gain access to the knowledge base.

    Table List Conditions

    • A Filter is a set of conditions applied to display a subset of data in a table list.

    Creating Favorites

    • Users can create favorites from the record form header or click the star icon from a list.

    User Impersonation Restrictions

    • Users cannot impersonate extended security admin accounts.

    Table Columns

    • Each column in a list represents a Field showing attributes of the table.

    Free Text Entry Field

    • Multi line text allows free input using letters, numbers, and special characters.

    Returning to Home Page

    • Click the instance logo to quickly return to the home page.

    High Security Role Changes

    • The High_sec_admin role is needed to modify high-security settings.

    Admin Role Limitations

    • Admin role access is restricted from high security and human resources features.

    Quick Approval Authorization

    • Quickly authorize request by right-clicking on the approval number and selecting approve.

    Basic Configuration UI16 Attributes

    • Manage attributes like default calendar, base theme, preferred browser, and banner image through system properties.

    Full-Screen Connect View

    • Access the full-screen view of Connect via Connect > dashboard.

    New Employee Access Setup

    • Set up new employee access by adding them to relevant hardware and network user groups.

    Deleting a Homepage

    • Utilize specific admin steps to unload a portal page, effectively deleting a homepage.

    Business Rule Timing Options

    • Timing options for business rules include Before, after, Async, display.

    Scripting Language in ServiceNow

    • The primary scripting language used is JavaScript.

    Script Running on Table Queries

    • Business rules can run when records are displayed, inserted, updated, or deleted from a table.

    Knowledge Management Process

    • Knowledge management allows for the creation, categorization, review, approval, and browsing of important information centrally.

    Integration Storefront

    • The ServiceNow store serves as a single location for accessing prebuilt spokes for integrations.

    Managing Knowledge Bases

    • The role Sn_kb_admin allows management of multiple knowledge bases.

    Catalog Item Options

    • To add options like color and RAM to a catalog item, use variables for each field.### Catalog Item Form Design
    • Mandatory fields for catalog items: requested for, requested by, approving manager, delivery instructions.
    • Options for creating catalog items:
      • Order guide with hidden variables.
      • Variable set for common fields across multiple items.
      • Template for variable sets applicable to all catalog items.
      • Record producer with essential fields added to catalog items.
      • Floor designer action to apply flow across items.

    Data Import Best Practices

    • Remove obsolete or inaccurate data before import.
    • Avoid extremely large import sets; instead, use multiple manageable sets.
    • Transform maps should be adjusted before data loading.
    • Create a new import set table for each new data load.
    • Monitor and clean data quality post-import using scrub workspace.

    ServiceNow Resources

    • Configuration Management Database (CMDB) acts as a blueprint for mapping IT services.
    • Service mapping guided setup provides best practices for service orientation.

    Data Import Process

    • Steps include identifying source, loading the data, creating transform maps, and cleaning up import tables.
    • If no coalesce field specified, all rows treated as new records.

    Notifications and Approvals Management

    • Use flows to manage multi-level approval processes and automate user notifications.
    • Approval chains allow structured approval processes with multiple levels.

    Handling Imported Data

    • Without a specified coalesce field, all imported rows are treated as new records.
    • Mapping assist utility allows drag-and-drop linkage of fields during data import.

    User Navigation

    • Quickly return to a previous homepage via the history module or right-click history options.
    • The gear icon accesses various settings including time zone adjustments.

    Reporting and Data Analysis

    • Use User, Task, and Incident as examples of core tables.
    • For SLA data, consider creating a data source to assist in report generation.
    • Create database views for managing complex reporting needs across multiple tables.

    Knowledge Management Features

    • Knowledge articles support continuous improvement through tagging, comments, and errata submissions.
    • User criteria restrict access based on defined rules.

    Form Design

    • Sections can be defined to display as tabs by using specific naming conventions.
    • The main components of the form design interface include field picker, form layout, and field layout.

    Access Control and User Assignment

    • Access controls for custom tables are automatically generated upon creation.
    • Roles and user criteria limit contributions or access to knowledge articles.

    Task Assignments

    • Tasks can be assigned to Groups and Users with configurable capabilities.
    • The ServiceNow platform allows for visual analytics reporting to identify improvement areas.

    Testing and Flows

    • Use different accounts to test approval flows effectively.
    • Data from records in flows is referenced using data pills for subsequent actions.

    Security and Access Controls

    • Access control evaluation follows a specific order, ensuring proper permission granting based on defined ACLs.

    Import Target Tables

    • When selecting target tables during data import, various tables can be selected based on requirements.

    Miscellaneous

    • The documentation mentions various forms of UI actions, such as form buttons and context menus.
    • Users can expand or collapse application navigation using specific icons.

    Database Tables and Access

    • Related tables can be accessed using a dot walk method.
    • Tables exist both within and outside the ServiceNow environment.
    • Tables can be within the existing application scope or the global scope.
    • Certain tables allow write access to other applications, facilitating integration.

    Record Filtering in Incidents

    • To filter incidents by state and assignment group:
      • Define the first condition, click the AND button, then define the second condition, and click run.

    Data Import Utilities

    • When field names in an import set match the target table, automatic mapping is utilized.
    • Import sets are the primary tool for importing data into ServiceNow’s tables.

    Reporting and Visual Design

    • The Report Designer includes a "Layout" section to adjust report appearance, like colors and titles.

    Scripting and Rules

    • Client scripts run on the client side and before a record is loaded, whereas business rules execute on the server side and after a record is processed.
    • Flow Designer simplifies automation and reduces technical debt with less manual scripting and smooth integration with third-party systems.

    Table Relationships and Classifications

    • Distinguishing between base class tables and parent class tables involves understanding extensions; parent tables may extend from others, while base tables are unextended.
    • In hierarchy structure:
      • Incident table is a child of the Task table.
      • Super Incident table is a child of the Incident table and a parent to other tables.

    Security Modules and Access Control

    • Commonly utilized security modules include:
      • Access Control (ACL)
      • System Security > High Security Settings
      • System Properties > Security

    Workflow Actions and Flow Designer

    • Core actions in Flow Designer frequently used involve:
      • Creating records
      • Approving requests
      • Updating records
      • Waiting for conditions

    Instance Configuration and Navigation

    • After creating a new table, it's best practice to create an application menu reflecting the table label and specify visibility roles.

    Importing Data

    • To initiate data import from a spreadsheet, define the data source first, then select the import set.

    Access Control and Permissions

    • Access control can be set using groups, roles, and CRUD operations.
    • A key resource for determining user access to knowledge is via user criteria settings.

    ServiceNow Features and Notifications

    • ServiceNow utilizes events for notifications about updates, inform users through various channels like emails and alerts.
    • The platform supports multiple interfaces, including service portals and mobile apps.

    User Experience and Form Customization

    • Users can modify the order and configuration of form fields through various context menu options.
    • The Hamburger icon in the form header allows access to additional actions or context menus.

    One-to-Many Relationships

    • The ServiceNow service catalog demonstrates one-to-many relationships with requests and requested items, showcasing how one request may lead to multiple associated tasks.

    Troubleshooting User Issues

    • Common user issues, such as blank screens on custom modules, may arise from configuration errors like broken links within the create new module.

    Implementation and Use Cases

    • To assess the utility of a new application released by ServiceNow, activate the relevant application plugin on a personal development instance for a test run.

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    Related Documents

    CSA_Update 2023.pdf

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