ServiceNow Fundamentals Quiz
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Questions and Answers

Categories in the knowledge base, by default, can be created and edited by which knowledge workers? (Choose two.)

  • Knowledge Managers
  • Knowledge Submitters
  • Knowledge Owners
  • Knowledge Category Managers
  • Knowledge Authors (correct)
  • Knowledge Taxonomy Owner
  • Knowledge Contributors (correct)
  • Knowledge Controller

    • Which collaboration tool opens a sidebar and allows you to create new conversations with other ServiceNow users?

  • Connect Chat (correct)
  • Skype Now
  • Agent Chat
  • Collaborate Now
  • Agent Messenger

    • What module would you use if you wanted to view a list of all of the fields on the Incident table? (Choose two)

  • Schema
  • Dictionary (correct)
  • Data Class Manager
  • Database View
  • Dictionary Dashboard (correct)
  • Tables & Columns

    • What component causes a flow to run after a record has been created or updated?

    <p>On-change trigger</p> Signup and view all the answers

    What type of field is Boolean and appears as a check box?

    <p>Yes/No</p> Signup and view all the answers

    Which module is used to access the knowledge bases which are available to you?

    <p>Knowledge &gt; All</p> Signup and view all the answers

    A customer requests the following data quality measures be added... Which type of policy would you use to meet this requirement?

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

    What type of user (persona) has clearly defined paths and workflows in the platform and have one or more roles?

    <p>Request Fulfiller</p> Signup and view all the answers

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

    <p>System UI &gt; UI Pages &gt; Branding</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</p> Signup and view all the answers

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

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

    Tables may be set up with Many to Many relationships. What is a classic example of a scenario where the tables would have many to many relationships?

    <p>Vendors can sell multiple products; and products can be sold by multiple vendors.</p> Signup and view all the answers

    What section on a task record would you use to see the most recent update made to a record?

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

    The Employee On-boarding 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

    On the CI Dependency View, what enables you to trace from an infrastructure item, like a Server, to the Services that are dependent on that Server?

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

    From a related list, what would a user click to personalize the layout of the columns?

    <p>Magnifier</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

    What are examples of UI Actions, relating to Lists? (Choose four.)

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

    What are security rules called that restrict user permissions?

    <p>Access Control Rules</p> Signup and view all the answers

    How would you set up a new employee's access to Network and Hardware groups? (Choose three)

    <p>Add User Account to Hardware group</p> Signup and view all the answers

    Where would you click to change the default layout of the Task list in ServiceNow?

    <p>Click List Context Menu &gt; Configure &gt; Columns</p> Signup and view all the answers

    Which ServiceNow capability provides knowledge articles via a conversational messaging interface?

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

    On the Form header in ServiceNow, which element allows you to access form templates?

    <p>More Options (...)</p> Signup and view all the answers

    What is the definition of a group in ServiceNow?

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

    Which ServiceNow utility provides a modern interactive graphical interface to visualize configuration items and their relationships?

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

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

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

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

    <p>Manually add them to the update set</p> Signup and view all the answers

    Which feature allows the creation of a task-based record from Service Catalog?

    <p>Record Producers</p> Signup and view all the answers

    On the knowledge base record in ServiceNow, which tab is used to define users able to write articles?

    <p>Can Author</p> Signup and view all the answers

    What feature do you use to specify which users are able to access a Service Catalog Item?

    <p>Catalog User Role</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 type of field has a drop down list, from which you can pick from pre-defined options?

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

    User records are stored in which table?

    <p>User [sys_user]</p> Signup and view all the answers

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

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

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

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

    Which role can manage multiple knowledge bases?

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

    Which statement correctly describes the differences between a Client Script and a Business Rule?

    <p>A Client Script executes before a record is loaded and a Business Rule executes after a record is loaded</p> Signup and view all the answers

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

    <p>Groups can assign tasks to users based on availability</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</p> Signup and view all the answers

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

    <p>Module text color</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

    You are asked to create an option in the Service Catalog, which will allow a user to click Get Help and describe the issue they are having. These forms should create incident records, which are automatically routed to the Service Desk. Which method would you use?

    <p>Create Record Producer</p> Signup and view all the answers

    A Service Catalog may include which of the following components?

    <p>Order Guides, Catalog Items, and Interceptors</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</p> Signup and view all the answers

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

    <p>A metric is used to measure and evaluate the effectiveness of IT service management processes</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</p> Signup and view all the answers

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

    <p>Metrics module</p> Signup and view all the answers

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

    <p>Most recent update</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>An Order Guide</p> Signup and view all the answers

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

    <p>Send Notifications</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>parent table name, 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 task to complete.</p> Signup and view all the answers

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

    <p>Forms</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 are global by default</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 creating quick reports, configuring the list, and exporting data</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 data about tangible and intangible business assets</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>onLoad</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 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 a Catalog Item that allows users to create task-based records from the Service Catalog</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 record producer</p> Signup and view all the answers

    What is the Import Set Table?

    <p>A staging area for imported records</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>Maintain 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>Multiple Choice, Select Box, and Checkbox</p> Signup and view all the answers

    How are Workflows moved between instances?

    <p>Workflows are moved using Update Sets</p> Signup and view all the answers

    The baseline Service Catalog homepage contains links to which of the following components?

    <p>Record Producers, Order Guides, and Catalog Items</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</p> Signup and view all the answers

    Where can Admins check which release is running on a ServiceNow instance?

    <p>Stats module</p> Signup and view all the answers

    A knowledge article must be which of the following states to display to a user?

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

    What is the purpose of a Related List?

    <p>To present related records</p> Signup and view all the answers

    In Flow Designer, where is the data from an action stored so it can be used in subsequent actions in the flow?

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

    What type of rule(s) would you use to implement the requirement to make Resolution code Mandatory when the state is changed to Resolved and to Hide Major Incident check box unless the logged-in user has Major Incident Manager role?

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

    What setting allows users to view a Knowledge Base article even if they are not logged in?

    <p>The Public setting</p> Signup and view all the answers

    Which type of ServiceNow script runs on the web browser?

    <p>Client script</p> Signup and view all the answers

    What capability allows users to create dashboards with widgets to visualize data over time to identify areas of improvement?

    <p>Performance Analytics</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

    What could explain this?

    <p>The Service Desk &gt; My Groups Work list shows active work tasks that are not yet assigned.</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 trigger security rules</p> Signup and view all the answers

    The ServiceNow platform includes which types of interfaces? (Choose three.)

    <p>Now Platform® User Interfaces</p> Signup and view all the answers

    Which ServiceNow resource is a framework that ensures the data your ServiceNow application requires maps correctly to the appropriate CMDB tables?

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

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

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

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

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

    Your company is giving all first line workers a special T-shirt as a recognition for their hard work. How would you ensure that only first line workers (non-managers) can submit the order?

    <p>Create Record Producer and use the Available For list to specify First Line [sn_first_line] role</p> Signup and view all the answers

    What is used frequently to move customizations from one instance to another?

    <p>Update Sets</p> Signup and view all the answers

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

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

    What needs to be specified when creating a Business Rule? (Choose four)

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

    What feature can track the amount of time that a task has been open to ensure that tasks are completed within an allotted time?

    <p>Service Level Agreements</p> Signup and view all the answers

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

    <p>Click Funnel, define filter conditions, click Create Report</p> Signup and view all the answers

    What import utility do you use when the field names on the import set match the name of the fields on the Target table?

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

    As an IT employee, what interface would you use if you wanted to browse internal IT documentation, like troubleshooting scripts and FAQs?

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

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

    <p>System Security &gt; High Security Settings</p> Signup and view all the answers

    When testing a catalog item with manager approval flows, which of these best practices would you follow? (Choose three)

    <p>Make sure the latest flows are activated</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

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

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

    What is specified in an Access Control rule?

    <p>Object and Operation being secured; Permissions required to access the object</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>Star</p> Signup and view all the answers

    What do you call any component that needs to be managed in order to deliver services?

    <p>Configuration item</p> Signup and view all the answers

    A new service desk employee in Latin America complains that the create dates and times are incorrect on their Incident list. What would you suggest to fix this issue?

    <p>Use the system properties to correct the instance's time zone.</p> Signup and view all the answers

    Study Notes

    Service Catalog

    • A Service Catalog may include components such as Order Guides, Catalog Items, and Interceptors.
    • A REQ number in the Service Catalog represents the order number.
    • The display sequence of a Service Catalog Item is controlled using the Sequence field in the Catalog Item form.

    Reporting

    • A metric is used to measure and evaluate the effectiveness of IT service management processes.
    • Reports can be created from different places in the platform, including List column headings, Metrics module, Statistics module, and View/Run module.

    User Interface

    • Buttons, form links, and context menu items are examples of UI Actions.
    • Column Context Menus display actions such as creating quick reports, configuring the list, and exporting data.

    Table Access Control

    • Table Access Control rules are processed in the order of any table name (wildcard), parent table name, and table name.

    Update Sets

    • 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.
    • A recommendation from ServiceNow is to avoid using the Default Update set as an Update Set for moving customizations from instance to instance.

    Business Rules

    • A business rule can be a piece of JavaScript.
    • A business rule monitors fields on a form.

    Client Scripts

    • Client scripts supported in ServiceNow include onSubmit, onUpdate, onCellEdit, onLoad, and onChange.

    CMDB

    • The CMDB (Configuration Management Database) contains data about tangible and intangible business assets.
    • ServiceNow products that can be used to discover and populate the CMDB include Discovery, IntegrationHub ETL, and CMDB Plug-in.

    Importing Data

    • An existing Transform Map can be used multiple times on the same import set.
    • Coalesce fields are used only after running Transform.

    Security

    • Roles are used to control Application and Module access.
    • Access Control rules may be defined with permission requirements such as Roles, Conditional Expressions, and Assignment Rules.

    Miscellaneous

    • A formatter is a form element used to display information that is not a field in the record.
    • A schema map displays the details of tables and their relationships in a visual manner.
    • User impersonation is used for testing and visibility.
    • A Record Producer is a type of Catalog Item that provides easy ordering by bundling requests.
    • A Knowledge article must be in a published state to display to a user.
    • The Virtual Agent is a conversational bot platform that provides assistance to help users obtain information, make decisions, and perform common tasks.
    • A Related List presents related records.
    • A Service Catalog flow is used to drive complex fulfillment processes and sends notifications to defined users or groups.
    • A task is something that is created, has work performed upon it, and is eventually moved to a state of closed.### ServiceNow Fundamentals
    • Unique identifier: a 64-character identifier assigned to every record
    • Global custom table naming convention: automatically assigned by the platform, e.g. snc_abc for a custom table named abc

    Access Control Rules

    • Provide access security for database objects, such as tables, columns, and rows
    • Can be used to restrict access to specific records, fields, or tables based on user roles, groups, or permissions
    • Evaluation order: table access rules are evaluated from general to specific

    Update Sets

    • Used to move customizations from one instance to another
    • Contain changes made to tables, forms, fields, and other platform components
    • Exclude certain components, such as homepages, data, and published workflows

    IntegrationHub

    • Enables execution of third-party APIs as part of a flow
    • Integrations are referred to as "spokes"

    Application-Based Triggers

    • Used to trigger flows based on application events
    • Require activation of the application trigger spoke and plug-ins as needed

    CMDB (Configuration Management Database)

    • A framework for managing configuration items (CIs) and their relationships
    • Enables true service level reporting and multiple configuration strategies

    Reporting

    • Can be used to create reports from list views
    • Quick way to create a report: click on the filter breadcrumb, drag and drop on the Report > Create New module
    • Report types: bar chart, pie chart, and more

    Access Control (ACL)

    • Specify permissions required to access an object
    • Object and operation being secured; permissions required to access the object
    • Can be used to control access to specific fields, tables, or records

    UI Policies

    • Used to control the mandatory or read-only state of a form field
    • No-code approach to control field behavior

    Flows

    • Used to automate business logic, such as approvals, tasks, and notifications
    • Can be used to create a set of filter conditions, where records satisfy two or more conditions

    Knowledge Base

    • Used to create and manage knowledge articles
    • Categories can be created and edited by knowledge workers, such as knowledge authors and contributors
    • Can be used to define which users are not able to write articles to the knowledge base

    Performance Analytics

    • Used to analyze and visualize data over time
    • Contains snapshots of data taken over time
    • Can be used to show trends and KPIs

    Security

    • High Security Settings: used to restrict access to sensitive data and functionality
    • Can be used to return to normal admin security levels after finishing work on High Security Settings### ServiceNow Platform
    • The ServiceNow platform provides various features and tools to manage and automate business processes.

    Notifications

    • Notifications can be used to inform users about activities or updates in ServiceNow.
    • A notification can be triggered by events.

    Flows

    • Flows are used to automate business logic for a particular application or process.
    • Flows can be used for approvals, tasks, notifications, and record operations.

    Tables and Relationships

    • Tables in ServiceNow have relationships, such as one-to-many, many-to-many, and bi-directional relationships.
    • A bi-directional relationship allows related records to be visible from both tables in a related list.

    Reports

    • The Reports page allows you to see which reports are visible to different audiences.
    • The sections on the Reports page that allow you to see which reports are visible to different audiences include:
      • Group
      • Department
      • My reports
      • Team
      • Global
      • All

    Access Control

    • Access controls are used to manage user access to tables, fields, and records.
    • Access controls are evaluated in the following order:
      • Field-level - most specific to most general
      • Table-level - most specific to most general
    • Access controls can be used to restrict access to certain fields or records.

    Importing Data

    • The Import Hub is used to load data into ServiceNow.
    • The Transform Map is used to define the relationships between fields in an import set table and a target table.

    Knowledge Management

    • Knowledge bases are used to store and manage knowledge articles.
    • The Knowledge tab is used to access knowledge articles.
    • Knowledge articles can be accessed by users with the appropriate permissions.

    Service Catalog

    • The Service Catalog is used to provide a catalog of items that can be ordered or requested.
    • The Service Catalog allows users to request items, such as hardware or software.
    • Items in the Service Catalog can be organized into logical groups using categories.

    Forms

    • Forms are used to collect and display information in ServiceNow.
    • The Form Designer is used to create and customize forms.
    • Forms can be used to create new records, update existing records, and perform other actions.

    User Management

    • Users are stored in the User [sys_user] table.
    • Groups are stored in the Group [sys_user_group] table.
    • Roles are used to define a set of permissions and access controls.

    Security

    • Security is used to manage access to the ServiceNow platform.
    • The Security tab is used to access security features and settings.

    Configuration

    • Configuration is used to customize the ServiceNow platform.
    • The Configuration tab is used to access configuration features and settings.

    CMDB

    • The CMDB (Configuration Management Database) is used to store and manage configuration items (CIs).
    • The CMDB is used to track and manage IT assets.
    • The CMDB can be used to visualize the relationships between CIs.

    Performance Analytics

    • Performance Analytics is used to track and analyze key performance indicators (KPIs).
    • Performance Analytics can be used to create reports and dashboards.

    Virtual Agent

    • The Virtual Agent is a chatbot that can be used to provide automated support to users.
    • The Virtual Agent can be used to answer common questions and provide information.

    Flow Designer

    • Flow Designer is a graphical interface used to create and design flows.
    • Flow Designer can be used to create complex flows and automate business processes.

    User Interface

    • The user interface of ServiceNow can be customized using various features and tools.
    • The user interface can be customized to meet the needs of different users and organizations.

    Integration

    • ServiceNow can be integrated with other systems and applications using various APIs and tools.
    • Integration can be used to automate business processes and synchronize data between systems.

    Development

    • The ServiceNow platform provides a development environment for creating custom applications and integrations.
    • The development environment provides tools and features for creating custom code and scripts.

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    Description

    Test your knowledge of ServiceNow basics with this short quiz. Covers core concepts like Service Catalog, coalesce fields, and data import.

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