ServiceNow System Administration Quiz
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Questions and Answers

Which interface would you use to browse internal IT documentation like troubleshooting scripts and FAQs?

  • SharePoint
  • Knowledge Now
  • ServiceNow Wiki (correct)
  • Knowledge
  • Stack Overflow

    • Clearing the cache is the first step in correcting incorrect create dates and times on the Incident list.

    False

    What are three key security modules often used by the System Administrator?

    System Properties > Security, System Security > Access Control (ACL), System Security > High Security Settings

    A no-code approach to control the mandatory or read-only state of a form field is called a ______.

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

    What should you do to facilitate the move when moving multiple update sets at one time?

    <p>Preview</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 do you double click to expand and collapse the list of all Applications and Modules?

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

    Any component that needs to be managed in order to deliver services is called a ______.

    <p>CSDM Item</p> Signup and view all the answers

    Which of the following statements is true about Service Catalog variables?

    <p>Service Catalog variables are global by default</p> Signup and view all the answers

    The Configuration Management Database (CMDB) contains only tangible business assets.

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

    What tool can be used to discover and populate the CMDB?

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

    A business rule must run before a _____ action occurs.

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

    What is the correct order of filter elements?

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

    Name one type of client script supported in ServiceNow.

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

    Match the following products with their purpose in relation to the CMDB:

    <p>Discovery = Used to discover IT assets IntegrationHub ETL = Extracts, transforms, and loads data Finder = A tool for locating configuration items CMDB Plug-in = Enhances CMDB functionality</p> Signup and view all the answers

    Which of these statements about Column Context Menus is correct?

    <p>It displays actions such as creating quick reports, configuring the list, and exporting data</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

    To ensure only non-managers can order a T-shirt, specify 'First Line' role during the order process.

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

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

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

    The icon used to change the label on a Favorite is a ______.

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

    Which feature can track the amount of time a task has been open?

    <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

    When creating a Business Rule, it is essential to specify the ______.

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

    Match the following utilities with their functions:

    <p>Update Sets = Move customizations between instances Schema Mapping = Map source fields to target fields Automatic Mapping = Use matching field names Mapping Assist = Aid manual field mapping</p> Signup and view all the answers

    Which module would you use to create a new automation of business logic such as approvals, tasks, and notifications?

    <p>Process Automation &gt; Flow Designer</p> Signup and view all the answers

    You can use the 'Group By' function in the Filter Menu to categorize records in a list.

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

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

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

    In ServiceNow, the proper function to utilize when you want to define which users are not able to write articles to the knowledge base is 'Cannot ______'.

    <p>Contribute</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>Log out and back in</p> Signup and view all the answers

    Match the following actions with their corresponding functionalities:

    <p>Run Transform = Transform data for import Run Import = Initiate the import process Import Dataset = Prepare the data Execute Transform = Write the transformed data to the table</p> Signup and view all the answers

    Which collaboration tool is available from the banner using the bubble icon?

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

    Where do you recommend an analyst to start building reports?

    <p>Reports &gt; Create New</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

    The three bar icon on a form header is commonly referred to as the 'Hamburger icon'.

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

    What is the name of the table relationship that allows related records to be visible from both tables?

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

    The __________ provides assistance to help users obtain information via a messaging interface.

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

    Which feature enables automation of business logic like notifications and approvals?

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

    You can add additional fields to a form using Context Menu > Configure > __________.

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

    Which capability of ServiceNow helps users make decisions through a messaging interface?

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

    Match the features with their correct descriptions:

    <p>UI Actions = Add buttons, links, and context menu items Transform Map = Define relationships between import set and target tables Flows = Automate business logic Many to Many = Bi-directional table relationships</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>Common Service Data Model (CSDM) product view</p> Signup and view all the answers

    Scheduled Reports are the best option for a manager to view month-end Sales performance data.

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

    What is the name of the runtime value generated when a flow runs an action?

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

    The wait time for end users is based on the _____ between the client and the server.

    <p>round-trip</p> Signup and view all the answers

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

    <p>Supports advanced developers</p> Signup and view all the answers

    What should you do to monitor which users are performing impersonations?

    <p>Activate the glide.sys.log_impersonation prop</p> Signup and view all the answers

    What happens to imported rows if no coalesce field is specified?

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

    Match the following activities to their roles in the round-trip time:

    <p>Request = Initiates the communication Response = Completes the communication Save = Records the updated data Update = Changes the existing data</p> Signup and view all the answers

    Study Notes

    ServiceNow Certified System Administrator (CSA) Study Notes

    • Service Catalog Components: A Service Catalog may include Order Guides, Catalog Items, and Record Producers. It does not include Exchange Rates, Calendars, Interceptors, or Task Surveys.

    • Coalesce Fields in Imports: If matched using coalesce fields, an existing record is updated with the imported information; otherwise, a new record is created.

    • Metrics in ServiceNow Reporting: Metrics are used to measure and evaluate the effectiveness of IT service management processes. They are not report gauges used for real-time data or comparative measurements of flows and SLAs, or time measurements of workflows and SLAs.

    • Service Catalog Item Display Sequence: The order in which Service Catalog items are displayed is controlled by the Sequence field on the Catalog Item form.

    • Report Creation Locations: Reports can be created from List column headings and View/Run modules. Metrics and Statistics modules are options for analysis, but other methods are available for getting reports.

    • Knowledge Base Search Sorting: Knowledge Base search results can be sorted by Most recent update, Relevancy, and Number of views.

    • Order Fulfillment Path: An Administrator can view a fulfillment stage task list by following this path; REQ (Number) > RITM (Number) > TASK (Number).

    • Application Menu Shortcuts: Favorites are frequently used application menus and modules.

    • Service Catalog Order Generation: Placing an order in the Service Catalog generates a request.

    • User Menu Actions: Users can select Send Notifications, Log Out, Elevate Roles, Impersonate Users, and Order from Service Catalog.

    • ServiceNow Functionality Types: UI Actions are an example of functionality within application menus and modules, accessed frequently by users.

    • Service Catalog Variables: Service Catalog variables are generally global by default, and may be used in Record Producers or Order Guides.

    • Column Context Menus: Column Context Menus display actions such as viewing forms, viewing related tasks, and adding relationships, not export data, creating quick reports, configuring lists, or filtering options.

    • CMDB Discovery and Population: Discovery and population of CMDB is performed using DiscoveryHub ETL, Finders, and/or the CMDB Plug-in.

    • Mapping Assist: Import logs and Transform History are used with Mapping Assist during load and transform processes to map fields in imports. Field Map is another relevant option.

    • CMDB Contents: The Configuration Management Database (CMDB) contains data about configuration items (CIs), including their properties and relationships within the infrastructure. It also includes data about processes, such as those identified by ITIL.

    • Filter Element Order: The correct order in specifying filter elements is Field, Operator, and Value.

    • Business Rule Execution Order: A business rule executes before a database action occurs, it can be a piece of Javascript, and it monitors fields.

    • Client Script Types within ServiceNow: submit, onsave, onupdate, onunload, oncellit, onselect, onchange, and onclear are client script types supported by ServiceNow.

    • Table Types: Base tables can be extended by other tables, however, they do not extend another table.

    • Order Guide Purpose: The primary purpose of Order Guides is to restrict the number of items in an order to one single item per request, and not related item bundling. It does not directly take users to the checkout.

    • Real-time Communication Tool: Connect Chat is used for real-time conversations with logged-in ServiceNow users.

    • CMDB Associated Concepts: Service Processes, Tables, Fields, and the Dependency View are all associated with service now CMDB concepts.

    • Formatter Types: A ServiceNow formatter can be used to configure applications, populate fields, and define conditional settings for tables.

    • App Navigator Search Results: App Navigator search results can return Names of Applications and Modules, Names of Applications, Favorites, and Titles of Dashboard Gauges.

    • Import/Set Tables for Data Staging: The import set table is used for post-transformation data staging.

    • Update Set Characteristics: An update set does not include Homepages, Data, Schedules, or Database changes by default.

    • Update Set Retrieval Actions: The steps for retrieving an update set are Verify Update Set is Complete, Retrieve, Preview, and Commit.

    • IntegrationHub: IntegrationHub enables third-party API execution within flows.

    • Access Control Evaluation Order: The evaluation process ensures that user has access to necessary fields, before evaluating access to the underlying table, and if there is both row-level and field-level access rules, both need to be true.

    • ServiceNow Resource for Definitions: The Common Services Data Model (CSDM) provides a standard set of service-related definitions and framework for service-level reporting and multiple configuration strategies, applicable across different ServiceNow products and platforms.

    • Reporting and Performance Analytics Difference: Performance Analytics tracks data over time, and shows trends and projections; Reporting reflects the data at the specific moment the report is run.

    • Form Design Interface Components: The main components of the form design interface are Field Layout, Page Header, and Field Navigator.

    • Knowledge Base Access Control: A Knowledge base's access control settings are managed in the User Criteria tab, providing control over which users are permitted to read articles.

    • Unique Key during Imports: Coalesce fields in an import set is used as the unique key.

    • User roles: The "Administrator" role typically has access to numerous functions and data assets.

    • Application Activation: Using an Application, as well as an App Package are ways to add applications and improve functionality.

    • Import Steps summary: The common import steps usually include selecting the data source, defining and confirming a transform map, then executing the transformation.

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    ServiceNow CSA Exam Questions - PDF

    Description

    Test your knowledge on ServiceNow System Administration with this quiz. It covers important topics such as troubleshooting scripts, security modules, and best practices for managing update sets. Perfect for aspiring or current system administrators looking to validate their expertise.

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