ServiceNow Certified System Administrator (CSA) Study Notes
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Questions and Answers

A Service Catalog may include which of the following components?

  • Order Guides, Catalog Items, and Interceptors
  • Catalog Items, Asset Contracts, Task Surveys
  • Record Producers, Order Guides, and Catalog Items (correct)
  • Order Guides, Exchange Rates, Calendars

    • Which one of the following statements applies to a set of fields when they are coalesced during an import?

  • If a match is not found using the coalesce fields, the existing record is updated with the information being imported
  • If a match is found using the coalesce fields, the system creates a new record
  • If a match is not found using the coalesce fields, the system does not create a Transform Map
  • If a match is found using the coalesce fields, the existing record is updated with the information being imported (correct)

    • As it relates to ServiceNow reporting, which of the following statements describes what a metric can do?

  • A metric is used to measure and evaluate the effectiveness of IT service management processes (correct)
  • A metric is a report gauge used on homepages to display real-time data
  • A metric is a comparative measurement used to report the effectiveness of flows and SLAs.
  • A metric is a time measurement used to report the effectiveness of workflows and SLAs

    • The display sequence is controlled in a Service Catalog Item using which of the following?

    <p>The Order field in the Variable form</p> Signup and view all the answers

    Reports can be created from which different places in the platform? (Choose two.)

    <p>List column heading</p> Signup and view all the answers

    Knowledge Base Search results can be sorted by which of the following? (Choose three.)

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

    What is the path an Administrator could take to view the fulfillment stage task list for an order placed by a user?

    <p>REQ (Number)&gt;RITM (Number)&gt;TASK (Number)</p> Signup and view all the answers

    Which term refers to application menus and modules which you may want to access quickly and often?

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

    What is generated from the Service Catalog once a user places an order for an item or service?

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

    From the User menu, which actions can a user select? (Choose three.)

    <p>Log Out ServiceNow</p> Signup and view all the answers

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

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

    Which of the following is true of Service Catalog Items in relation to the Service Catalog?

    <p>They are the building blocks.</p> Signup and view all the answers

    Table Access Control rules are processed in the following order:

    <p>table name, parent table name, any table name (wildcard)</p> Signup and view all the answers

    What is the platform name for the User table?

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

    A REQ number in the Service Catalog represents…

    <p>the order number.</p> Signup and view all the answers

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

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

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

    <p>Avoid using the Default Update set as an Update Set for moving customizations from instance to instance</p> Signup and view all the answers

    Which of the following is used to initiate a flow?

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

    For Administrators creating new Service Catalog items, what is a characteristic they should know about Service Catalog variables?

    <p>Service Catalog variables can only be used in Record Producers</p> Signup and view all the answers

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

    <p>It displays actions such as view form, view related task, and add relationship</p> Signup and view all the answers

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

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

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

    <p>Mapping fields using a Field Map</p> Signup and view all the answers

    Which one of the following statements describes the contents of the Configuration Management Database (CMDB)?

    <p>The CMDB contains ITIL process data pertaining to configuration items</p> Signup and view all the answers

    In what order should filter elements be specified?

    <p>Field, Operator, then Value</p> Signup and view all the answers

    Which statement is true about business rules?

    <p>A business rule can be a piece of Javascript</p> Signup and view all the answers

    Which of the following are a type of client scripts supported in ServiceNow? (Choose four.)

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

    Which type of tables may be extended by other tables, but do not extend another table?

    <p>Base Tables</p> Signup and view all the answers

    Which of the following statement describes the purpose of an Order Guide?

    <p>Order Guide provide the ability to order multiple, related items as one request</p> Signup and view all the answers

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

    <p>Connect Chat</p> Signup and view all the answers

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

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

    What is a formatter? Select one of the following.

    <p>A formatter is a form element used to display information that is not a field in the record</p> Signup and view all the answers

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

    <p>Names of Modules</p> Signup and view all the answers

    Which technique is used to get information from a series of referenced fields from different tables?

    <p>Dot-Walking</p> Signup and view all the answers

    What is a schema map?

    <p>A schema map displays the details of tables and their relationships in a visual manner, allowing administrators to view and easily access different parts of the database schema</p> Signup and view all the answers

    Which one of the following statements best describes the purpose of an Update Set?

    <p>An Update Set allows administrators to group a series of changes into a named set and then move this set as a unit to other systems</p> Signup and view all the answers

    Which of the following can be customized through the Basic Configuration UI 16 module? (Choose three.)

    <p>Browser Tab Title</p> Signup and view all the answers

    What is the function of user impersonation?

    <p>Testing and visibility</p> Signup and view all the answers

    What information does the System Dictionary contain?

    <p>The definition for each table and column</p> Signup and view all the answers

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

    <p>Insert saves changes and remains on the form, Update saves changes and exits the form</p> Signup and view all the answers

    How is the Event Log different from the Event Registry?

    <p>Event Log contains generated Events, the Event Registry is a table of Event definitions</p> Signup and view all the answers

    What is a Dictionary Override?

    <p>A Dictionary Override is an incoming customer update in an Update Set which applies to the same objects as a newer local customer update</p> Signup and view all the answers

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

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

    What is a Record Producer?

    <p>A Record Producer is a type of Catalog Item that provides easy ordering by bundling requests</p> Signup and view all the answers

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

    <p>They direct the user to a catalog client script</p> Signup and view all the answers

    What is the Import Set Table?

    <p>A table where data will be placed, post-transformation</p> Signup and view all the answers

    What is a characteristic of importing data into ServiceNow?

    <p>An existing Transform Map can be used multiple times on the same import set</p> Signup and view all the answers

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

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

    Which of the following allows a user to edit field values in a list without opening the form?

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

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

    <p>Number List, Single Line Text, and Reference</p> Signup and view all the answers

    Study Notes

    ServiceNow Certified System Administrator (CSA) Study Notes

    • Service Catalog components include Order Guides, Catalog Items, and Record Producers.
    • A match is found using coalesce, fields existing record is updated with the imported information.
    • A metric in ServiceNow reporting is used to measure and evaluate the effectiveness of IT service management processes.
    • The display sequence in a Service Catalog Item is controlled by the Order field in the Variable form.
    • Reports in ServiceNow can be created from List Column Heading and View/Run module.
    • Knowledge Base Search results are sorted by Most recent update, Relevancy, and Number of views.
    • The path an Administrator can take to view the fulfillment stage task list for an order placed by a user is REQ (Number) > RITM (Number) > TASK (Number).
    • Frequent application menus and modules are known as Favorites.
    • A request is generated when a user places an order in Service Catalog.
    • The User menu allows users to perform actions such as log out and approve records.
    • Buttons, form links, and context menu items are UI Actions.
    • Service Catalog variables are global by default.
    • Column Context Menus in ServiceNow display actions for viewing, filtering, and adding relationships.
    • Discovery Hub and CMDB Integration Dashboard are used to populate the CMDB.
    • Mapping fields using the Import Log and Transform History is used when using the Load Data and Transform Map process.
    • The CMDB contains data related to configuration items.
    • Filter elements are specified in the order of Field, Operator, and Value.
    • A Business Rule must run before a database action occurs.
    • ServiceNow supports the following client scripts: submit, update, onchange, onload, oncellclick, and onSave.
    • Base Tables, Extended Tables, and Custom Tables are table types that can be extended by other tables.
    • Order Guides restrict the number of items in an order to only one per request.
    • The Connect Chat feature allows logged-in users real-time conversations.
    • The ServiceNow CMDB is associated with Service Processes, Tables and Fields, and The Dependency View.
    • Formatters are used to configure applications, populate fields, and apply conditions to tables.
    • The App Navigator search field returns Names of Applications and Modules, Favorites, Titles of Dashboard Gauges.
    • Several techniques are used to get information from different referenced fields: Table-Walking, SOAP, SQL, and Record Hopping.
    • Schema maps graphically display Configuration Items and their relationships in a database schema.
    • An Update Set is used for grouping customizations and moving them to other systems.
    • The Basic Configuration UI16 module can be used to customize banner image, form header size, and system date format.
    • User impersonation allows testing and viewing from different perspectives.
    • The System Dictionary contains human-readable labels and language settings.
    • An Insert action creates a new row, while an Update action edits records in the current row.
    • The Event Log shows events that have occurred within a 24-hour period, which differs from the Registry, storing definitions of events.
    • A Dictionary Override is an incoming customer update to an Update Set affecting the same objects as a newer local update.
    • Access Control rules are used for controlling access to application and module access and specific database objects like roles, groups, tables, rows, columns, or configuration items (CIs).
    • The Application Navigator is a section of the UI for performing a global search.
    • Filter criteria that are available to everyone in a list are assigned a name and set to visible.
    • The Application Navigator does not display Incidents > Assigned to me when "service" is typed in the filter field.
    • Using Categories in the knowledge base, allows you to search, flag, and locate records.
    • The Formatter tool is used to populate fields in forms.
    • Group records are stored in the Group [sys_user_group] table.
    • UI Policies are tools used to add buttons, links, and context menu items.
    • Timing options for executing business rules are Before, After, Async, Display, Prior to, Synchronous, on Update, and Insert, Update, Delete, Query.
    • Local Sources (like XML, CSV, Excel) are used for importing data into ServiceNow.
    • Filter conditions contain an operator, field, and value.
    • Impersonation is ended by logging out and back into the system, or using the application's End Impersonation tool.
    • The approval and retirement of knowledge articles is controlled by Workflows, not Approval policies or State Lifecycles.
    • Natural Language Queries are used for filtering list data without using the condition builder.
    • One-to-many relationships, from Service Catalog, include Request > Requested Items, Requested Items > Approvals, and Requested Items > Catalog Tasks.
    • The Operation field in a filter is always a choice list.
    • A Role is categorized by access control rules.
    • User sessions can time out, creating blank pages in applications.
    • The Common Service Data Model is a framework for ensuring data maps correctly to CMDB tables.
    • Importing new applications uses the App Update Set.
    • The field sys_id is the unique identifier for a record and is used during imports.
    • A catalog item is created to fulfill customer requests automatically routed to Service Desk, while a Record Producer is used to create records.
    • To ensure only first-line workers can order T-shirts, create a catalog item and restrict access to first-line workers only, using the Available For list.
    • Update Sets are used to move customizations from one instance to another.
    • The user would use the Pencil icon to change a label in a Favorite.
    • The components that make up filter conditions are field, operator, and value.
    • A ServiceNow Event Log contains details about activities occurring within the 24-hour period.
    • The standard way to add attributes with System Properties is via Basic Configuration in UI16.
    • The CMDB system is used to identify and verify configuration items.
    • System Import Sets are the primary application for loading data into ServiceNow.
    • A tool for describing data relationships is a Transform Map.

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    Description

    This quiz covers key concepts from the ServiceNow Certified System Administrator (CSA) exam. Topics include Service Catalog components, reporting metrics, and navigation through the ServiceNow platform. Test your knowledge of creating reports and understanding order fulfillment in ServiceNow.

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