ServiceNow Certified System Administrator Quiz
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Questions and Answers

Within a form, which of these methods can be used to view the dictionary settings for a field?

  • Right click on the reference icon and select Personalize > Dictionary (correct)
  • Double-click on the field label
  • Right click on the field label and select Personalize > Dictionary (correct)
  • Right click on the form header and select Personalize > Form layout

    • Why do Admins do user impersonation?

  • To activate plugins
  • To access application
  • For testing and visibility (correct)
  • To check user authentication

    • When a user customizes a homepage, the system makes a copy of the homepage and _____?

    adds a "My" prefix to the homepage name

    What process does the knowledge base manage?

    <p>Document review cycle, which includes submission, feedback from subject matter experts (SMEs), and publishing</p> Signup and view all the answers

    What is the primary purpose of the Impersonate feature?

    <p>To act as a different user for testing purposes (C)</p> Signup and view all the answers

    What are the OOTB (out of the box) ServiceNow roles in ascending order?

    <p>Admin, Delegate Admin, ITIL, ESS (A)</p> Signup and view all the answers

    Which statement of the following is correct when referring to UI actions?

    <p>Conditions can be specified to determine when a UI Action appears (B)</p> Signup and view all the answers

    What is the difference between save & insert on a form?

    <p>Save saves the record &amp; stays on the form while insert creates a new record &amp; redirects to the list (A)</p> Signup and view all the answers

    Please provide an example of when you use Access Control Record in ServiceNow?

    <p>To make the updated field on the incident form editable for admin but read only for ITIL users.</p> Signup and view all the answers

    Which one of the following statements describes the purpose of an update set?

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

    Which of the following are correct regarding MDM? (Select all that apply)

    <p>MDM secures the applications on the devices that are used to access organizational data. (A), MDM offers encryption of device data and controls apps by controlling the device (B), MDM is a way of securing mobile devices such as smartphones and tablets (C), MDM software is typically designed to support one or more operating systems such as iOS and Android (E)</p> Signup and view all the answers

    When roles are assigned that change a user's access permissions for the current session, the user would need to log out and log back in before the new permissions take effect.

    <p>True (A)</p> Signup and view all the answers

    Which interface has a section where you have the option to create a new view?

    <p>List collector (B)</p> Signup and view all the answers

    Can we drag and drop a card from one lane of the Visual Task Board to a different lane? If yes, do something change in the record?

    <p>Yes, a card can be dragged and dropped to a different lane on the Visual Task Board and some values of the record are changed accordingly (C)</p> Signup and view all the answers

    Which form element is used to display information that is not a field in the record?

    <p>Formatter (A)</p> Signup and view all the answers

    Work notes are for internal conversation with those resolving the task. Additional comments are customer visible comments.

    <p>True (A)</p> Signup and view all the answers

    What was introduced to help design forms based on how they appear visually, and is typically where you will configure forms?

    <p>Form Designer (A)</p> Signup and view all the answers

    What provides a quick alternative for things such as dot-walking to select fields from other related tables?

    <p>Form Designer (A)</p> Signup and view all the answers

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

    <p>Activate application spoke, and plug-ins as needed (D)</p> Signup and view all the answers

    A Role is defined as what?

    <p>Collection of Permissions (D)</p> Signup and view all the answers

    Which is the primary way to interact with ServiceNow Instance?

    <p>Workspace (B)</p> Signup and view all the answers

    Which of the following workflow types does the Now platform provide?

    <p>All of Above (B)</p> Signup and view all the answers

    “Additional Comments” are visible to all users including customer?

    <p>True (A)</p> Signup and view all the answers

    Activities are the read-only entries made when records are created or upgraded?

    <p>True (A)</p> Signup and view all the answers

    Which of the following is not the way to collaborate with team members of tasks?

    <p>User Presence (D)</p> Signup and view all the answers

    On Visual Task Board, records do not update when cards are moved, that applies to which type?

    <p>Both (D)</p> Signup and view all the answers

    Color schema for the report visualization belongs to?

    <p>Style (B)</p> Signup and view all the answers

    A permalink is the best way to share knowledge article with another user?

    <p>True (A)</p> Signup and view all the answers

    The possible methods of populating the knowledge base with knowledge articles?

    <p>All of Above (A)</p> Signup and view all the answers

    Catalog Managers can edit and update their assigned catalogs, including its categories and catalog items?

    <p>True (A)</p> Signup and view all the answers

    What are the two options to define the fulfillment process for a service catalog item?

    <p>Workflow (A), Flow (D)</p> Signup and view all the answers

    Which one of the following shows correct options visible in the Banner Frame? (Select all that apply)

    <p>Homepage &amp; dashboard, forms, list of records (A), All menus, favorites, history, navigation filter (C), Help icon, global search, contextual app pill, user menu (D)</p> Signup and view all the answers

    What type of field relationship can hold a reference to a record on another table?

    <p>One-to-One (A), Many-to-Many (B), Many-to-One (C), One-to-Many (D)</p> Signup and view all the answers

    The sequence of publishing Knowledge articles is?

    <p>Draft --&gt; Review --&gt; Publish (D)</p> Signup and view all the answers

    Which is not the main section while configuring email notifications?

    <p>Language of Email (A)</p> Signup and view all the answers

    Which icon would you double click to expand and collapse the list of all Applications and Modules?

    <p>Application (D)</p> Signup and view all the answers

    Which are the major components of the Service Catalog? (Choose three)

    <p>Record Producers (B), Field Items (C), Order guides (D)</p> Signup and view all the answers

    Which of the following is used to initiate a flow?

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

    Which of the following is not a Data Visualization Strategy?

    <p>Export (C)</p> Signup and view all the answers

    Which is the sequence to run an Update Set on an instance?

    <p>Retrieve, Preview, Commit, Apply (A)</p> Signup and view all the answers

    In what order should filter elements be specified?

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

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

    <p>Virtual Agent (D)</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 (A)</p> Signup and view all the answers

    Which 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. (B), Rules are evaluated using roles. The role with the most permissions evaluates the rules first. (C)</p> Signup and view all the answers

    What is the function of user impersonation?

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

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

    <p>You should not use the Default Update sets for moving between instances (C)</p> Signup and view all the answers

    What is a Record Producer?

    <p>A Record Producer is a type of a Catalog Item that allows users to create task-based records from the Service Catalog (D)</p> Signup and view all the answers

    Which statement is true about business rules?

    <p>A business rule must run before a database action occurs (C), A business rule can be a piece of Javascript (D)</p> Signup and view all the answers

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

    <p>Retrieve, Preview, Commit (E)</p> Signup and view all the answers

    When creating a global custom table named “abc”, what is the table name that is automatically assigned by the platform?

    <p>u_abc (A)</p> Signup and view all the answers

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

    <p>Pencil (A)</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 (D)</p> Signup and view all the answers

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

    <p>Implementation Spoke (A), LDAP Connection (C), JDBC Connection (E), Local Sources (i.e. XML, CSV, Excel) (F)</p> Signup and view all the answers

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

    <p>End Impersonation (A)</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 (B)</p> Signup and view all the answers

    When creating a new notification, what must you define? (Choose three)

    <p>Who receives the notification (A), What the content of the notification (B), Under what conditions is the notification sent (C)</p> Signup and view all the answers

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

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

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

    <p>cmdb_ci (B), cmdb (D), cmdb_rel_ci (E)</p> Signup and view all the answers

    Which role can manage multiple knowledge bases?

    <p>knowledge_admin (D)</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 are updated (A)</p> Signup and view all the answers

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

    <p>Now Messenger (B)</p> Signup and view all the answers

    Which database provides a logical model of your company infrastructure by identifying, controlling, maintaining, and verifying CIs that exist?

    <p>CMDB (B)</p> Signup and view all the answers

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

    <p>One Request can have many Requested Items (A), One Approval can have many Requests (B), One Requested Item can have many Catalog Tasks (C)</p> Signup and view all the answers

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

    <p>If a match is found using the coalesce fields, the existing record is updated with the information being imported (A)</p> Signup and view all the answers

    What are the advantages of using Flow Designer? (Choose three)

    <p>Less manual scripting (B), Reduces technical debt (D), Smooth integration with 3rd party systems (E)</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 (B)</p> Signup and view all the answers

    What resource provides a standard and shared set of service-related definitions across ServiceNow products?

    <p>Common Services Data Model (CSDM) (D)</p> Signup and view all the answers

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

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

    What is the purpose of flagging an article in a knowledge base?

    <p>Allow a user to submit feedback about an article (B)</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 (A)</p> Signup and view all the answers

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

    <p>Data Policies run regardless of how data is entered into ServiceNow, while UI Policies are used for form interactions (C)</p> Signup and view all the answers

    Select the three components of a Filter Condition:

    <p>Field (A), Value (B), Operator (C)</p> Signup and view all the answers

    Which section of the ServiceNow UI allows you to perform a global search?

    <p>Banner frame (A)</p> Signup and view all the answers

    What would NOT appear in the Application Navigator if 'service' is typed into the filter field?

    <p>Incident &gt; Assigned to me (B)</p> Signup and view all the answers

    Which of the following is used to categorize, flag, and locate records?

    <p>Tags (A)</p> Signup and view all the answers

    How is coalesce used in Import Sets?

    <p>Using coalesce, import sets may update existing records in a destination Production table (C)</p> Signup and view all the answers

    What are the benefits of assigning work tasks to a group, rather than to an individual? (Choose four)

    <p>Group members can choose their tasks from My Groups Work (B), Groups can assign tasks to users based on availability (C), Groups can assign tasks to users based on skills (D), Groups can assign tasks to users based on on-call schedules (F)</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>Favorites (D)</p> Signup and view all the answers

    What is the difference between 'Insert' and 'Insert and stay'?

    <p>Insert and stay creates a new record and stays on the newly created record form, while Insert creates a new record &amp; redirects to list view (A)</p> Signup and view all the answers

    A Group represents?

    <p>Users having common purpose (C)</p> Signup and view all the answers

    Which of the following statements is true when a new table is created by extending another table?

    <p>The new table inherits all of the fields of the parent table and can also contain new fields unique to itself (B)</p> Signup and view all the answers

    What is the recommended way to share a report?

    <p>Share the Report (A)</p> Signup and view all the answers

    Which of the following are the ways an end user can leave feedback about an article?

    <p>All of the Above (D)</p> Signup and view all the answers

    In the Now Platform, filter conditions are also referred?

    <p>Criteria (A)</p> Signup and view all the answers

    Which statements are not true?

    <p>ServiceNow is not a Multi-tenant system as there is a risk to mingle each other's data (B), Now Platform user interface is not the primary way to interact with the applications and information in a ServiceNow instance (C), ServiceNow is not a SaaS (Software as a Service) (D)</p> Signup and view all the answers

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

    <p>Use System Administration &gt; Normal Security module (A)</p> Signup and view all the answers

    On a home page, which one of the following page elements accesses Knowledge Base Articles?

    <p>News (D)</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] (C)</p> Signup and view all the answers

    What is the platform name for the User table?

    <p>sys_users (D)</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 are global by default (C)</p> Signup and view all the answers

    Flow Designers can be used for?

    <p>Integration with 3rd party systems/tools (A), Orchestrate business processes across services (B)</p> Signup and view all the answers

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

    <p>All of above (B)</p> Signup and view all the answers

    A variable set is a unit of variable which can be shared with catalog items?

    <p>True (A)</p> Signup and view all the answers

    Service Catalog can be accessed 'All --> Service Catalog --> Self-Service' using the Next Experience Unified Navigation?

    <p>True (A)</p> Signup and view all the answers

    To approve a catalog request, right-click request record in request list and click approve?

    <p>True (A)</p> Signup and view all the answers

    The sequence field in service catalog displays the catalog item in the ascending order of this value?

    <p>True (A)</p> Signup and view all the answers

    Variable type 'File' should be used to allow uploading an attachment from a question in a catalogue item?

    <p>True (A)</p> Signup and view all the answers

    System Administrator navigate 'Edit Items' to edit a catalogue item?

    <p>True (A)</p> Signup and view all the answers

    From the end user perspective, Categories and Subcategories is used to manage products and services in the service catalogue organized?

    <p>True (A)</p> Signup and view all the answers

    Maintain Items --> Service Catalog --> Catalog Definitions is used to navigate in the Now Platform to see a list of catalog items?

    <p>True (A)</p> Signup and view all the answers

    Which one is not the purpose of the service catalog workflow?

    <p>Delete / Remove Tasks (E)</p> Signup and view all the answers

    Which is not the Role related to the Service Catalog application?

    <p>REQ Creator (C)</p> Signup and view all the answers

    Which one is not the Service Catalog best practice?

    <p>Service Catalog --&gt; Maintain Item (A)</p> Signup and view all the answers

    An Item Producer is a module of Service Catalog to create records from catalog view?

    <p>True (A)</p> Signup and view all the answers

    Which statement about CMDB Data Manager is incorrect?

    <p>It is a policy-driven framework for managing customized stages of CI’s (B)</p> Signup and view all the answers

    In ServiceNow, BSM stands for?

    <p>Business Service Map (D)</p> Signup and view all the answers

    Business services, 'email' are the example of which kind of entities?

    <p>Intangible (A)</p> Signup and view all the answers

    Which method is not valid to populate CMDB?

    <p>Export Sets (E)</p> Signup and view all the answers

    Configuration Management Database (CMDB) is the database used to store configuration records throughout their session?

    <p>False (B)</p> Signup and view all the answers

    Which of the following factor do not belong to CMDB health dashboard?

    <p>Customization (D)</p> Signup and view all the answers

    Common Services Data Model (CSDM) consists of?

    <p>All of Above (D)</p> Signup and view all the answers

    Which of the following cannot be used to create configuration items (CIs) in the CMDB?

    <p>Creation based on Category and Subcategory (A)</p> Signup and view all the answers

    Configuration Management System is a set of tools and databases used to manage an organization’s configuration data?

    <p>True (A)</p> Signup and view all the answers

    Which two are not the possible data sources for importing data into ServiceNow? (Choose two)

    <p>JPEG (A), PDF (G)</p> Signup and view all the answers

    Export Set is used to import data from various data sources and map data into SN tables?

    <p>False (B)</p> Signup and view all the answers

    'Can Write' is a database setting on the Application Access section of a Table?

    <p>True (A)</p> Signup and view all the answers

    Data Dictionary in ServiceNow is used?

    <p>All of Above (D)</p> Signup and view all the answers

    The table(s) that provide Data Dictionary and Relationship Information?

    <p>All of Above (B)</p> Signup and view all the answers

    The different Schema relationship types that are supported for tables, which two options are incorrect?

    <p>Optimizing (A), Optimized by (F)</p> Signup and view all the answers

    The interface(s) for viewing and manipulating tables is/are?

    <p>All of Above (A)</p> Signup and view all the answers

    Dashboards can contain Widgets, Tabs and Tables?

    <p>True (A)</p> Signup and view all the answers

    Following field types have a one-to-many relationship, which one is the incorrect?

    <p>Document ID Field (C)</p> Signup and view all the answers

    The field(s) that cannot be edited from List Editor?

    <p>All of Above (C)</p> Signup and view all the answers

    Which field status indicator is incorrect?

    <p>Light red - required but has a saved value (A)</p> Signup and view all the answers

    Type of elements in ServiceNow, which option is incorrect?

    <p>Rich Text Area (B)</p> Signup and view all the answers

    Customizations is another name for Customer Updates?

    <p>True (A)</p> Signup and view all the answers

    ServiceNow product 'integrationHub' provides the ability to integrate with 3rd party applications without scripting?

    <p>True (A)</p> Signup and view all the answers

    Two update sets cannot be merged?

    <p>False (B)</p> Signup and view all the answers

    What is not automatically captured in an Update Set?

    <p>Data (A)</p> Signup and view all the answers

    Through update set, a group of one or more changes that can be moved from one instance to another altogether?

    <p>True (A)</p> Signup and view all the answers

    The Schema Map is the Graphical Representation of Relationships between Tables?

    <p>True (A)</p> Signup and view all the answers

    Both Tables or Tables & Columns modules can be used to create a new table?

    <p>True (A)</p> Signup and view all the answers

    What refers to a computer program running as a service, a physical computer dedicated to running one or more services, or a system running a database?

    <p>Server (C)</p> Signup and view all the answers

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

    <p>View / Run module (A), List column heading (D)</p> Signup and view all the answers

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

    <p>Field (D)</p> Signup and view all the answers

    What are three security modules often used by the System Administrator? (Choose three)

    <p>System Security &gt; Access Control (ACL) (A), System Properties &gt; Security (B), System Security &gt; High Security Settings (F)</p> Signup and view all the answers

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

    <p>sys_id (B)</p> Signup and view all the answers

    What information does the System Dictionary contain?

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

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

    <p>Apply filter, right click on column header, select Create Report (A)</p> Signup and view all the answers

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

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

    What are the main components of the Form Design interface? (Choose three)

    <p>Form Layout (B), Page Header (C), Field Navigator (E)</p> Signup and view all the answers

    What is the object name for a rule that is specific to the Incident table and the Major Incident field?

    <p>incident.major_incident (E)</p> Signup and view all the answers

    What is the name of the conversational bot platform that provides assistance to help users obtain information, make decisions, and perform common tasks?

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

    UI Action can prompt that an Incident has been successfully submitted?

    <p>True (A)</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) (C)</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 (A)</p> Signup and view all the answers

    ServiceNow is a single-instance, multiple tenant architecture?

    <p>False (B)</p> Signup and view all the answers

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

    <p>The Sequence field in the Catalog Item form (A)</p> Signup and view all the answers

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

    <p>Dot Walking (D)</p> Signup and view all the answers

    Study Notes

    About ServiceNow Certified System Administrator (CSA)

    • CSA certification demonstrates skills in configuring, implementing, and maintaining the ServiceNow system.
    • It serves as a prerequisite for advanced ServiceNow courses and certifications.

    Exam Prerequisites and Content

    • Familiarity with programming languages like JavaScript or C++ is not required.
    • Candidates should be able to create applications, manage users and roles, define SLAs, and populate the Configuration Management Database (CMDB).
    • Exam consists of multiple-choice questions, true/false statements, and matching questions.

    Exam Structure and Format

    • Comprises 60 questions to be completed within a 90-minute timeframe.
    • Types of questions include multiple choice (single answer), true/false, and matching.

    Testing Process

    • Candidates register to take the exam either at an Authorized Testing Center or through online-proctored format.
    • Results are immediately shown after the exam, but specific scoring details are not provided.

    Key Features and Functionalities

    • Flow Designer aids in reducing manual scripting and integrates with third-party systems.
    • Coalesce fields update existing records during data imports if matches are found.
    • ServiceNow’s knowledge base allows flagging articles for feedback and error reporting.

    Important Concepts

    • The Common Services Data Model (CSDM) provides a framework for service-related definitions and supports true service level reporting.
    • UI Policies are distinct from Data Policies; the former affects form interactions while the latter runs for all data entry methods.
    • Creating tables by extending existing ones allows the new table to inherit features from the parent, including fields and rules.

    Exam Questions and Topics

    • Common topics include data import characteristics, UI actions, knowledge base interaction, and feedback mechanisms.
    • Candidates may encounter questions about the difference between various functionalities such as "Insert" vs. "Insert and Stay," and application menus.
    • Examination includes logical reasoning questions, such as benefits of assigning tasks to groups versus individuals.

    Best Practices

    • Avoid using the default update set for moving customizations.
    • Utilize the recommended sharing methods for reports, such as direct sharing rather than attachments.
    • Regularly review the configuration of email notifications and their key components.

    Authors and Their Background

    • Muhammad Zeeshan Ali and Saqib Javed John are experienced authors in Project Management and Agile methodologies with significant industry experience.
    • Both have developed various training materials and books aimed at improving knowledge and practices in management sciences.

    Resources for Preparation

    • It is advisable to consult multiple resources beyond this book to enhance exam preparation and increase chances of passing.
    • The practice exams included are designed to simulate the real exam environment and help manage time effectively during the actual test.### ServiceNow Capabilities
    • Virtual Agent: Provides a conversational messaging interface for knowledge articles.
    • Agent Assist: Assists agents by providing relevant knowledge during interactions.

    Data Manipulation Techniques

    • Dot-Walking: Technique to retrieve information from referenced fields across various tables.
    • Coalescing: Identifies unique records during data import by matching specified fields.

    Access Control Rules

    • Evaluate rules through roles; highest permission role is checked first.
    • Both row-level and field-level rules must be true for access to be granted.

    User Impersonation and Best Practices

    • User Impersonation: Allows testing and visibility of different user perspectives.
    • Avoid using Default Update Sets for transferring customizations across instances.

    Record Producer

    • Type of Catalog Item enabling users to create task-based records from the Service Catalog.

    Business Rules

    • Execute before database actions occur; may include JavaScript code.

    Update Set Application Steps

    • Process: Retrieve, Preview, Commit.

    Custom Table Naming Convention

    • Automatically assigned prefix for a global custom table "abc" is u_abc.

    Notifications

    • Generated when a user orders an item or service from the Service Catalog.

    Types of Data Sources

    • Common importable formats include XML, CSV, and Excel.

    Knowledge Base Access

    • If no access details specified, any active user can read articles.

    Order Guide Purpose

    • Facilitates ordering multiple related items as a single request.

    CMDB Key Tables

    • Essential tables include cmdb, cmdb_rel_ci, and cmdb_ci.

    Knowledge Management Roles

    • The role knowledge_admin allows management of multiple knowledge bases.

    Data Import Behavior

    • Without a specified coalesce field, imported rows are treated as new records.

    Real-time Communication Tools

    • Connect Chat provides a platform for real-time conversations with users.

    CI Logical Model

    • The CMDB functions as a key database to manage and verify configuration items.

    One-to-Many Relationships

    • Example: One request can lead to many requested items.
    • Performed through the Banner Frame in the ServiceNow UI.

    Role Definition

    • A role is a collection of permissions that determine user access levels.

    Event Generation

    • Events can be generated from business rules and workflows.

    Column Context Menus

    • Provide options related to list configuration and quick reports.

    Flow Designer Benefits

    • Reduces scripting complexity while allowing easy integration with external systems.

    Object Relationships

    • Reference relationships include One-to-One, One-to-Many, Many-to-Many, and Many-to-One.

    Permissions in Access Control

    • Defined based on user roles, conditions, and workspace permissions.

    System Dictionary Purpose

    • Contains definitions for tables and their fields, helping manage data structure.

    Reporting Techniques

    • Quick reports can be generated via list views by specific clicks or context menu selections.

    Transforming Data Relationships

    • Transform Map defines how fields in an import set correlate with target table fields.### Form Design Interface Components
    • Key components: Field Layout, Page Header, Form Layout
    • Additional components: Field Navigator, Field Picker

    Object Naming for Rules

    • Naming convention for the Major Incident field in the Incident table: incident.major_incident

    Conversational Bot Platform

    • The platform facilitating user assistance in obtaining information: Virtual Agent

    UI Action Functionality

    • UI Action can indicate successful submission of an Incident: True

    Order Guide Purpose

    • An Order Guide enables ordering of multiple related items in one request

    Table Access Control Rules Processing Order

    • The correct order: table name, parent table name, any table name (wildcard)

    Schema Map Functionality

    • A schema map visually represents the database schema, displaying tables and their relationships

    ServiceNow Architecture

    • ServiceNow operates on a single-instance, multiple-tenant architecture: True

    Real-Time User Conversations

    • Tool for real-time conversations with logged-in users: Connect Chat

    Service Catalog Item Display Sequence

    • Controlled by the Sequence field in the Catalog Item form
    • Feature allowing inclusion of data from secondary tables in reports: Dot Walking

    UI Functionalities Examples

    • Examples include buttons, form links, and context menu items: UI Action

    User Module Visibility

    • To check visible modules on the application navigator for a user, impersonate the user

    Metric in ServiceNow Reporting

    • A metric evaluates the effectiveness of IT service management processes

    Service Catalog Workflow Purpose

    • Drives complex fulfillment processes and can send notifications to users or groups

    Performance Tracking for Sales

    • Recommended capabilities for tracking month-end sales performance: Scheduled Reports and Performance Analytics

    Creating Business Logic Automation

    • Module for creating automation: Process Automation > Flow Designer

    Types of Client Scripts

    • Supported types include onSubmit, onLoad, onChange, and onSave

    Unique Key Fields during Imports

    • Fields used as unique keys during imports: Coalesce Fields

    Task Time Tracking Feature

    • Feature to track time open for tasks: Service Level Agreements

    Table Data Organization

    • A column is a database field and a record is a row within that table

    Knowledge Base Article Flags

    • Flagging allows users to provide feedback or report errors about articles

    Displaying Records from a Table

    • A list displays a set of records from a table

    Service Catalog Item Access Specification

    • Users' access to a Service Catalog Item is governed by User Criteria

    Creating New Service Catalog Items

    • Administrators begin creating new items in the Maintain Items module

    System Properties Management

    • Attributes managed under System Properties > Basic Configuration UI: Browser tab title, Module text color, Base theme, etc.

    Import Set Table Definition

    • A staging area for imported records is referred to as the Import Set Table

    Knowledge Base Access Configuration

    • Access settings for knowledge base articles are managed under the Access List tab

    Event Log vs. Event Registry

    • Event Log contains generated Events; Event Registry is a table of Event definitions

    Lifecycle of an Item in ServiceNow

    • Described as a task: created, worked on, and eventually closed

    Coalesce in Import Sets

    • Coalesce allows updates of existing records in a destination Production table

    Dictionary Settings Access

    • To view dictionary settings for a field, right-click on the field label and select Personalize > Dictionary

    Admin User Impersonation Purpose

    • Impersonation is primarily for testing and visibility of user experience

    Customization Copying in Homepages

    • When a user customizes a homepage, the system creates a copy without changing the original

    Knowledge Base Management Process

    • Manages the document review cycle, involving submission and publishing feedback

    Primary Purpose of Impersonate Feature

    • Used for testing purposes by acting as a different user

    Out-of-the-Box (OOTB) ServiceNow Roles

    • Ascending order of OOTB ServiceNow roles: ESS, ITIL, Delegate Admin, Admin

    UI Actions Characteristics

    • Conditions can be specified for when a UI Action appears on the platform

    Attaching Workflows to Requests

    • Workflows can be attached manually on the catalog item form or automatically under certain conditions

    Commonality of New Records or Groups

    • They are included in an update set

    Difference Between Save & Insert

    • "Save" maintains the current form, while "Insert" saves the record and redirects to the list

    Access Control Record Usage Example

    • Used to control field editability based on user roles within incident forms

    Customizations in Update Sets

    • By default, changes related to data, schedules, and homepages are captured in update sets

    Purpose of an Update Set

    • Groups customizations for movement from development to production environments

    Dynamic Mapping in Transform Mapping

    • Dynamic mapping of fields can utilize ServiceNow scripting objects and functionality

    Industry Term for Web Application Solution Stack

    • Computing platform and solution stack supporting web applications: (specific term not provided)

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    ServiceNow Certified System Administrator (CSA) 10 Practice Exams.pdf

    Description

    Test your knowledge and skills for the ServiceNow Certified System Administrator (CSA) certification. This quiz covers essential topics such as application creation, user management, and SLAs. It's ideal for candidates looking to validate their understanding before pursuing advanced ServiceNow courses.

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