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 ServiceNow
CSA
ServiceNow Certified System
Administrator
 CSA

QUESTION: 1
A Service Catalog may include which of the following components?

A. Order Guides, Exchange Rates, Calendars

B. Order Guides, Catalog Items, and Interceptors
C. Catalog Items, Asset Contracts, Task Surveys
D. Record Producers, Order Guides, and Catalog Items

Answer(s): D

QUESTION: 2
Which one of the following statements applies to a set of elds when they are coalesced during
an import?

A. If a match is found using the coalesce elds, the existing record is updated with the
information being imported
B. If a match is not found using the coalesce elds, the system does not create a Transform Map
C. If a match is found using the coalesce elds, the system creates a new record
D. If a match is not found using the coalesce elds, the existing record is updated with the
information being imported

Answer(s): A

QUESTION: 3
As it relates to ServiceNow reporting, which of the following statements describes what a metric
can do?

A. A metric is a report gauge used on homepages to display real-time data

B. A metric is a time measurement used to report the effectiveness of work ows and SLAs
C. A metric is used to measure and evaluate the effectiveness of IT service management
processes
D. A metric is a comparative measurement used to report the effectiveness of ows and SLAs.

Answer(s): C

QUESTION: 4
The display sequence is controlled in a Service Catalog Item using which of the following?

A. The Default Value eld in the Catalog Item form

B. The Sequence eld in the Catalog Item form
C. The Order eld in the Variable form
D. The Choice eld in the Variable form

Answer(s): C

QUESTION: 5
Reports can be created from which different places in the platform? (Choose two.)

A. List column heading

B. Metrics module
C. Statistics module

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D. View / Run module

Answer(s): A, D

QUESTION: 6
Knowledge Base Search results can be sorted by which of the following? (Choose three.)

A. Most recent update

B. Popularity
C. Relevancy
D. Manager assignment
E. Number of views

Answer(s): A, C, E

QUESTION: 7
What is the path an Administrator could take to view the ful llment stage task list for an order
placed by a user?

A. RITM (Number)>REQ (Number)>PROCUREMENT (Number)

B. REQ (Number)>RITM (Number)>PROCUREMENT (Number)
C. REQ (Number)>RITM (Number)>TASK (Number)
D. FULFILLMENT (Number)>RITM (Number)>TASK (Number)

Answer(s): C

QUESTION: 8
Which term refers to application menus and modules which you may want to access quickly and
often?

A. Breadcrumb
B. Favorite
C. Tag
D. Bookmark

Answer(s): B

QUESTION: 9
What is generated from the Service Catalog once a user places an order for an item or service?

A. A change request
B. An Order Guide
C. A request
D. An SLA

Answer(s): C

QUESTION: 10
From the User menu, which actions can a user select? (Choose three.)

A. Send Noti cations

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B. Log Out ServiceNow

C. Elevate Roles
D. Impersonate Users
E. Order from Service Catalog
F. Approve Records

Answer(s): B, C, D

QUESTION: 11
Buttons, form links, and context menu items are all examples of what type of functionality?

A. Business Rule
B. UI Action
C. Client Script
D. UI Policy

Answer(s): B

QUESTION: 12
Which of the following is true of Service Catalog Items in relation to the Service Catalog?

A. They run behind the scenes.

B. They are the building blocks.
C. They are optional.
D. They provide options.

Answer(s): B

QUESTION: 13
Table Access Control rules are processed in the following order:

A. any table name (wildcard), parent table name, table name

B. table name, parent table name, any table name (wildcard)
C. parent table name, table name, any table name (wildcard)
D. any table name (wildcard), table name, parent table name

Answer(s): B

QUESTION: 14
What is the platform name for the User table?

A. u_users
B. sys_users
C. x_users
D. sys_user

Answer(s): B

QUESTION: 15
A REQ number in the Service Catalog represents`¦

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A. the order number.

B. the stage.
C. the task to complete.
D. the individual item in the order.

Answer(s): A

QUESTION: 16
Which would NOT appear in the History section of the Application Navigator?

A. Records
B. UI Pages
C. Lists
D. Forms

Answer(s): B

QUESTION: 17
Which one of the following statements is a recommendation from ServiceNow about Update
Sets?

A. Avoid using the Default Update set as an Update Set for moving customizations from
instance to instance
B. Before moving customizations from instance to instance with Update Sets, ensure that both
instances are different versions
C. Use the Baseline Update Set to store the contents of items after they are changed the rst
time
D. Once an Update Set is closed as Complete , change it back to In Progress until it is applied
to another instance

Answer(s): A

QUESTION: 18
Which of the following is used to initiate a ow?

A. A Trigger
B. Core Action
C. A spoke
D. An Event

Answer(s): A

QUESTION: 19
For Administrators creating new Service Catalog items, what is a characteristic they should
know about Service Catalog variables?

A. Service Catalog variables can only be used in Record Producers

B. Service Catalog variables can only be used in Order Guides
C. Service Catalog variables cannot affect the order price
D. Service Catalog variables are global by default

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Answer(s): D

QUESTION: 20
Which one of the following statements is true about Column Context Menus?

A. It displays actions such as creating quick reports, con guring the list, and exporting data
B. It displays actions related to ltering options, assigning tags, and search
C. It displays actions related to viewing and ltering the entire list
D. It displays actions such as view form, view related task, and add relationship

Answer(s): A

QUESTION: 21
Which ServiceNow products can be used to discover and populate the CMDB? (Choose two.)

A. Discovery
B. IntegrationHub ETL
C. Finder
D. CMDB Plug-in
E. CMDB Integration Dashboard

Answer(s): A, B
Reference:
https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/con guration-
management/concept/c_OptionsToPopulateCMDB.html

QUESTION: 22
When using the Load Data and Transform Map process, what is the Mapping Assist used for?

A. Mapping elds using the Import Log

B. Mapping elds using Transform History
C. Mapping elds using an SLA
D. Mapping elds using a Field Map

Answer(s): D

QUESTION: 23
Which one of the following statements describes the contents of the Con guration Management
Database (CMDB)?

A. The CMDB contains data about tangible and intangible business assets
B. The CMDB contains the Business Rules that direct the intangible, con gurable assets used
by a company
C. The CMDB archives all Service Management PaaS equipment metadata and usage statistics
D. The CMDB contains ITIL process data pertaining to con guration items

Answer(s): A

QUESTION: 24
In what order should lter elements be speci ed?

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A. Field, Operator, then Value

B. Field, Operator, then Condition
C. Operator, Condition, then Value
D. Value, Operator, then Field

Answer(s): A

QUESTION: 25
Which statement is true about business rules?

A. A business rule must run before a database action occurs

B. A business rule can be a piece of Javascript
C. A business rule must not run before a database action occurs
D. A business rule monitors elds on a form

Answer(s): B

QUESTION: 26
Which of the following are a type of client scripts supported in ServiceNow? (Choose four.)

A. onSubmit
B. onUpdate
C. onCellEdit
D. onLoad
E. onEdit
F. onChange
G. onSave

Answer(s): A, C, D, F

QUESTION: 27
Which type of tables may be extended by other tables, but do not extend another table?

A. Base Tables
B. Core Tables
C. Extended Tables
D. Custom Tables

Answer(s): A

QUESTION: 28
Which of the following statement describes the purpose of an Order Guide?

A. Order Guides restrict the number of items in an order to only one item per request
B. Order Guide provide a list of guidelines for Administrators on how to set up item variables
C. Order Guide provide the ability to order multiple, related items as one request
D. Order Guides take the user directly to the checkout without prompting for information

Answer(s): C

QUESTION: 29

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

A. Connect Chat
B. Now Messenger
C. User Presence
D. Comments

Answer(s): A

QUESTION: 30
Which of the following concepts are associated with the ServiceNow CMDB? (Choose four.)

A. Service Processes
B. User Permissions
C. Tables and Fields
D. A Database
E. The Dependency View

Answer(s): A, C, D, E

QUESTION: 31
What is a formatter? Select one of the following.

A. A formatter allows you to con gure applications on your instance

B. A formatter is a form element used to display information that is not a eld in the record
C. A formatter allows you to populate elds automatically
D. A formatter is a set of conditions applied to a table to help nd and work with data

Answer(s): B

QUESTION: 32
When searching using the App Navigator search eld, what can be returned? (Choose four.)

A. Names of Applications and Modules

B. Names of Modules
C. Names of Applications
D. Favorites
E. History Records
F. Titles of Dashboard Gauges

Answer(s): A, B, C, D

QUESTION: 33
Which technique is used to get information from a series of referenced elds from different
tables?

A. Table-Walking
B. Sys_ID Pulling
C. Dot-Walking
D. Record-Hopping

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Answer(s): C

QUESTION: 34
What is a schema map?

A. A schema map enables administrators to de ne records from speci c tables as trouble

sources for Con guration Items
B. A schema map graphically organizes the visual task boards for the CMDB
C. A schema map graphically displays the Con guration Items that support a business service
D. 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

Answer(s): D

QUESTION: 35
Which one of the following statements best describes the purpose of an Update Set?

A. 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
B. By default, an Update Set includes customizations, Business Rules, and homepages
C. An Update Set is a group of customizations that is moved from Production to Development
D. By default, the changes included in an Update Set are visible only in the instance to which
they are applied

Answer(s): A

QUESTION: 36
Which of the following can be customized through the Basic Con guration UI 16 module?
(Choose three.)

A. Banner Image
B. Record Number Format
C. Browser Tab Title
D. System Date Format
E. Form Header Size

Answer(s): A, C, D

QUESTION: 37
What is the function of user impersonation?

A. Testing and visibility

B. Activate verbose logging
C. View custom perspectives
D. Unlock Application master list

Answer(s): A

QUESTION: 38
What information does the System Dictionary contain?

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A. The human-readable labels and language settings

B. The de nition for each table and column
C. The information on how tables relate to each other
D. The language dictionary used for spell checking

Answer(s): B

QUESTION: 39
When working on a form, what is the difference between Insert and Update operations?

A. Insert creates a new record and Update saves changes, both remain on the form
B. Insert creates a new record and Update saves changes, both exit the form
C. Insert saves changes and exits the form, Update saves changes and remains on the form
D. Insert saves changes and remains on the form, Update saves changes and exits the form

Answer(s): D

QUESTION: 40
How is the Event Log different from the Event Registry?

A. Event Log contains generated Events, the Event Registry is a table of Event de nitions
B. Event Log is formatted in the Log style, the Event Registry displays different elds
C. Event Log lists Events that were triggered by integrations, the Event Registry lists the Events
that were triggered during the day (24-hour period)
D. Event Log is the same as the Event Registry

Answer(s): A

QUESTION: 41
What is a Dictionary Override?

A. A Dictionary Override is an incoming customer update in an Update Set which applies to the
same objects as a newer local customer update
B. A Dictionary Override is the addition, modi cation, or removal of anything that could have an
effect on IT services
C. A Dictionary Override is a task within a ow that requests an action before the ow can
continue
D. A Dictionary Override sets eld properties in extended tables

Answer(s): D

QUESTION: 42
Which group of permissions is used to control Application and Module access?

A. Access Control Rules

B. UI Policies
C. Roles
D. Assignment Rules

Answer(s): C

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QUESTION: 43
What is a Record Producer?

A. A Record Producer is a type of Catalog Item that is used for Requests, not Services
B. A Record Producer creates user records
C. A Record Producer is a type of Catalog Item that provides easy ordering by bundling
requests
D. A Record Producer is a type of a Catalog Item that allows users to create task-based records
from the Service Catalog

Answer(s): D

QUESTION: 44
Create Incident, Password Reset, and Report outage: what do these services in the Service
Catalog have in common?

A. They direct the user to a record producer

B. They direct the user to a catalog property
C. They direct the user to a catalog UI policy
D. They direct the user to a catalog client script

Answer(s): A

QUESTION: 45
What is the Import Set Table?

A. A table where data will be placed, post-transformation

B. A table that determines relationships
C. A staging area for imported records
D. A repository for Update Set information

Answer(s): C

QUESTION: 46
What is a characteristic of importing data into ServiceNow?

A. An existing Transform Map can be used one time on the same import set
B. Coalesce elds are used only after running Transform
C. Any user can manage and set up import sets
D. An existing Transform Map can be used multiple times on the same import set

Answer(s): D

QUESTION: 47
What module in the Service Catalog application does an Administrator access to begin creating
a new item?

A. Maintain Categories
B. Maintain Items
C. Content Items
D. Items

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Answer(s): B

QUESTION: 48
Which of the following allows a user to edit eld values in a list without opening the form?

A. Data Editor
B. Edit Menu
C. List Editor
D. Form Designer

Answer(s): C

QUESTION: 49
Which three Variable Types can be added to a Service Catalog Item?

A. True/False, Multiple Choice, and Ordered

B. True/False, Checkbox, and Number List
C. Number List, Single Line Text, and Reference
D. Multiple Choice, Select Box, and Checkbox

Answer(s): D

QUESTION: 50
How are Work ows moved between instances?

A. Work ows are moved using Update Sets

B. Work ows are moved using Transform Maps
C. Work ows are moved using Application Sets
D. Work ows cannot be moved between instances

Answer(s): A

QUESTION: 51
The baseline Service Catalog homepage contains links to which of the following components?

A. Record Producers, Order Guides, and Catalog Items

B. Order Guides, Item Variables, and ows
C. Order Guides, Catalog Items, and ows
D. Record Producers, Order Guides, and Item Variables

Answer(s): A

QUESTION: 52
Which of the following statements is true when a new table is created by extending another
table?

A. The new table archives the parent table and assumed its roles in the database
B. The new table inherits all of the Business Rules, Client Scripts, and UI Policies of the parent
table, but none of the existing elds
C. The new table inherits all of the elds of the parent table and can also contain new elds unique

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to itself
D. The new table inherits all of the elds, but does not inherit Access Control rules, Client Scripts,
and UI Policies of the parent table

Answer(s): C

QUESTION: 53
Where can Admins check which release is running on an ServiceNow instance?

A. Memory Stats module

B. Stats module
C. System.upgraded table
D. Transactions log

Answer(s): B

QUESTION: 54
A knowledge article must be which of the following states to display to a user?

A. Published
B. Drafted
C. Retired
D. Reviewed

Answer(s): A

QUESTION: 55
What is the name of the conversational bot platform that provides assistance to help users
obtain information, make decisions, and perform common tasks?

A. Answer Agent
B. live Feed
C. Virtual Agent
D. Connect Chat

Answer(s): C

QUESTION: 56
What is the purpose of a Related List?

A. To create a one-to-many relationship

B. To dot-walk to a core table
C. To present related elds
D. To present related records

Answer(s): D

QUESTION: 57
Which one of the following statements describes the purpose of a Service Catalog ow?

A. A Service Catalog ow generates three basic components: item variable types, tasks, and

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approvals
B. Although a Service Catalog ow cannot send noti cations, the ow drives complex ful llment
processes
C. A Service Catalog ow is used to drive complex ful llment processes and sends noti cations to
de ned users or groups
D. A Service Catalog ow generates three basic components: item variable types, tasks, and noti
cations

Answer(s): C

QUESTION: 58
Which term best describes something that is created, has worked performed upon it, and is
eventually moved to a state of closed?

A. report
B. ow
C. event
D. task

Answer(s): D

QUESTION: 59
Which are valid Service Now User Authentication Methods? (Choose three.)

A. XML feed
B. Local database
C. LDAP
D. SSO
E. FTP authentication

Answer(s): B, C, D

QUESTION: 60
Access Control rules may be de ned with which of the following permission requirements?
(Choose three.)

A. Roles
B. Conditional Expressions
C. Assignment Rules
D. Scripts
E. User Criteria
F. Groups

Answer(s): A, B, D

QUESTION: 61
Which section of the ServiceNow UI allows you to perform a global search?

A. Application Navigator
B. Banner frame
C. List pane

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D. Content frame

Answer(s): B

QUESTION: 62
How do you make a list lter available to everyone?

A. Make active, assign a name, and save

B. Assign a group, set visibility, and save
C. Assign a name, set visibility, and save
D. Make active, set visibility, and save

Answer(s): C

QUESTION: 63
What would NOT appear in the Application Navigator if `service` is typed into the lter eld?

A. Con guration > Business Services

B. Self-Service > Knowledge
C. Service Portal > Widgets
D. Incident > Assigned to me

Answer(s): D

QUESTION: 64
Which of the following is used to categorize, ag, and locate records?

A. Search
B. Favorites
C. Tags
D. Bookmarks

Answer(s): C

QUESTION: 65
Which tool should be used to populate commonly used elds in a form?

A. Template
B. Reference Quali er
C. Formatter
D. Assignment Rule

Answer(s): A

QUESTION: 66
How is a group de ned in ServiceNow?

A. A group is one record stored in the Group Type [sys_user_group_type] table

B. A group is one record stored in the Group [sys_user_group] table
C. A group de nes a set of users that share the same location
D. A group de nes a set of users that share the same job title

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Answer(s): B

QUESTION: 67
What is a role in ServiceNow?

A. A role is one record in the Role [user_sys_role] table

B. A role is a set of modules for a particular application
C. A role is one record in the Role [sys_user_role] table
D. A role is a persona used in Live Feed Chat

Answer(s): C

QUESTION: 68
What is a Noti cation?

A. A new Knowledge article created by a Business Rule

B. A tool for alerting users that events that concern them have occurred
C. A message through Connect related to a Change Request
D. An email le attachment

Answer(s): B

QUESTION: 69
Which one of the following is NOT a type of Visual Task Board?

A. Flexible
B. Freeform
C. Feature
D. Guided boards

Answer(s): C

QUESTION: 70
What is (are) best practice(s) regarding users/groups/roles? (Choose two.)

A. You should never assign roles to groups.

B. You should assign roles to users.
C. You should add users to groups.
D. You should assign roles to groups.

Answer(s): C, D

QUESTION: 71
What are two ways to generate an Event? (Choose two.)

A. Business Rule
B. Work ow
C. Log entry
D. Knowledge article publication

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Answer(s): A, B

QUESTION: 72
Which core table in the ServiceNow platform provides a series of standard elds used on each of
the tables that extend it, such as the Incident [incident] and
Problem [problem] tables?

A. Task [task]
B. Assignment [assignment]
C. Service [service]
D. Work ow [work ow]

Answer(s): A

QUESTION: 73
Which of the following statements describes how data is organized in a table?

A. A column is a eld in the database and a record is one user

B. A column is one eld and a record is one row
C. A column is one eld and a record is one column
D. A column contains data from one user and a record is one set of elds

Answer(s): B

QUESTION: 74
What is a sys_id?

A. Unique 32-character identi er that is assigned to every record

B. A client-side Business Rule
C. A server-side Business Rule
D. Unique 64-character identi er that is assigned to every record

Answer(s): A

QUESTION: 75
When creating a global custom table named `abc`, what is the table name that is automatically
assigned by the platform?

A. snc_abc
B. abc
C. u_abc
D. sys_abc

Answer(s): C

QUESTION: 76
Access Control rules may provide access security for which of the following database objects?

A. For a speci c role, group, or user

B. For a speci c row, column, or table

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C. For speci c groups

D. For a speci c CMDB Con guration item

Answer(s): B

QUESTION: 77
What is the primary application used to load data into ServiceNow?

A. Service Level Management

B. Con guration
C. System Import Sets
D. System Update Sets

Answer(s): C

QUESTION: 78
Which of the following steps can be used to import new data into ServiceNow from a
spreadsheet?

A. Select Data Source, Schedule Transform

B. Load Data, Create Transform Map, Run Transform
C. De ne Data Source, Select Transform Map, Run Transform
D. Select Import Set, Select Transform Map, Run Transform

Answer(s): B

QUESTION: 79
Which tool is used for creating dependencies between con guration items in the CMDB?

A. CI Relationship Editor
B. CMDB Builder
C. CI Service Manager
D. Cl Class Manager

Answer(s): D

QUESTION: 80
What is the difference between a UI Policy and Data Policy?

A. Data Policies run when data is entered through the form, by an Import Set, or by web
services, while UI Policies are set only by web services
B. Data Policies can be converted into UI Policies, but UI Policies cannot be converted into Data
Policies
C. Data Policies run regardless of how data is entered into ServiceNow, while UI Policies are
used for form interactions
D. Data Policies run only after UI Policies run successfully

Answer(s): C

QUESTION: 81

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Which one of the following is an accurate list of changes that are captured in an Update Set?

A. Changes made to: tables, forms, schedules, and client scripts

B. Changes made to: tables, forms, Business Rules, and data records
C. Changes made to: tables, forms, groups, and con guration items (CIs)
D. Changes made to: table, forms, views, and elds

Answer(s): D

QUESTION: 82
What are the steps to retrieve an Update Set?

A. Verify Update Set is Complete, Retrieve, Preview, Apply

B. Verify Update Set is Complete, Test Connection, Apply
C. Verify Update Set is Complete, Test Connection, Commit
D. Verify Update Set is Complete, Retrieve, Preview, Commit

Answer(s): D

QUESTION: 83
IntegrationHub enables execution of third-party APIs as a part of a ow. These integrations are
referred to as:

A. an action
B. a spoke
C. a connection
D. an integration step

Answer(s): B

QUESTION: 84
Which of the following protects applications by identifying and restricting access to available les
and data?

A. Application Con guration

B. Verbose Log
C. Access Control Rules
D. Application Scope

Answer(s): D

QUESTION: 85
Which one statement correctly describes Access Control rule evaluation?

A. Table access rules are evaluated from the general to the speci c
B. If more than one rule applies to a record, the older rule is evaluated rst
C. If a row level rule and a eld level rule exist, both rules must be true before an operation is
allowed
D. The role with the most permissions evaluates the rules rst.

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Answer(s): C

QUESTION: 86
ServiceNow contains a resource which provides the following:
A standard and shared set of service related de nitions across ServiceNow products and
platform that will enable and support true service level reporting.
A CMDB framework across our products and platform that will enable and support multiple con
guration strategies.
What resource do these statements describe?

A. Common Services Data Model (CSDM)

B. Information Technology Service Management (ITSM)
C. Con guration Management Database (CMDB)
D. Information Technology Infrastructure Library (ITIL)

Answer(s): A
Reference:
https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource-
center/solution-brief/sbr-servicenow-common- service-data-model.pdf

QUESTION: 87
An IT manager is responsible for the Network and Hardware assignment groups, each group
contains 5 team members. These team members are working on many tasks, but the manager
cannot see any tasks on the Service Desk > My Groups Work list. What could explain this?

A. The Service Desk > My Groups Work list shows active work tasks that are not yet assigned.
B. The manager does not have the itil role.
C. The manager is not a member of the Service Desk group.
D. The manager is not a member of the Network and Hardware groups.
E. The Assignment Group manager eld is empty.

Answer(s): B
Reference:
https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/users-and-
groups/task/t_CreateAGroup.html

Explanation:

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QUESTION: 88
What do you need to do before you can use an Application-based trigger in your ow?

A. Activate application trigger spoke

B. Activate trigger security rules
C. Activate application spoke, and plug-ins as needed
D. Assign Application trigger role [sn_app_trigger_write] to SME
E. Activate application plugins only

Answer(s): B

QUESTION: 89
The ServiceNow platform includes which types of interfaces? (Choose three.)

A. Now Mobile Apps

B. Agent Control Center
C. Back O ce Dashboard
D. Service Portals
E. Now Platform ® User Interfaces
F. Field Service Taskboard

Answer(s): B, E, F

QUESTION: 90
Which of the following are not included in an Update Set, by default? (Choose four.)

A. Homepages
B. Data
C. Published Work ows
D. Business Rules
E. Schedules
F. Database changes
G. Related Lists
H. Report De nitions
I. Scheduled Jobs
J. Client Scripts K. Views

Answer(s): A, B, E, F
Reference:
https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/work ow-
administration/concept/ c_Work owMovementWithUpdateSets.html

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Explanation:

QUESTION: 91
You are showing your customer a new form that you have created for their new application.
They would like to add a eld to the form. Where could you do that?
(Choose two.)

A. Select Fields and Columns module

B. Right click on form header, select Con gure > Form Layout
C. Click on context menu, select Con gure > Form Designer
D. Select Field Class Manager module

Answer(s): A, B
Reference:
https://docs.servicenow.com/bundle/rome-it-service-management/page/product/change-
management/task/t_CreateCustomField.html

Explanation:

QUESTION: 92
Which ServiceNow resource is a framework that ensures the data your ServiceNow application
requires maps correctly to the appropriate CMDB tables?

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A. Common Service Data Model (CSDM)

B. Service Mapping Utility (SMU)
C. Service Schema Map (SSM)
D. CMDB Class Manager (CMDBCM)
E. CI Class Manager (CICM)

Answer(s): A
Reference:
https://docs.servicenow.com/bundle/paris-servicenow-platform/page/product/csdm-
implementation/concept/csdm-basics.html

Explanation:

QUESTION: 93
What do you activate when you want to add applications or functionality within your
development instance?

A. App Package
B. Updated Pack
C. Patch
D. Plugin
E. App Updated Set

Answer(s): D
Reference:
https://docs.servicenow.com/bundle/rome-platform-
administration/page/administer/plugins/concept/c_ServiceNowPlugins.html

QUESTION: 94
What eld contains a record's 32-character, unique identi er?

A. sn_rec_id
B. rec_id
C. u_id
D. sys_id
E. sn_gu_id
F. sn_sys_id
G. id

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Answer(s): D
Reference:
https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/table-
administration/concept/c_UniqueRecordIdenti er.html

Explanation:

QUESTION: 95
Your company is giving all rst line workers a special T-shirt as a recognition for their hard work.
Management team wants a way for employees to order the T- shirt, with the ability to specify the
preferred size and color. How would you ensure that only rst line workers (non-managers) can
submit the order?

A. Create Record Producer and use the Available For list to specify First Line [sn_ rst_line] role
B. Create Catalog Item and use the Not Available list to specify the Manager Group
C. Create Catalog Item and use the Available For list to specify ITIL [itil] role
D. Create Order Guide and use the User Criteria list to specify First Line [sn_ rst_line] role

Answer(s): B
Reference:
https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service-
catalog- management/task/t_AppUserCritItemsCat.html

Explanation:

QUESTION: 96
What is used frequently to move customizations from one instance to another?

A. Update Sets

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B. Code Sets
C. Update Packs
D. Con guration Logs
E. Remote Sets
F. Local Sets
G. Code Packs

Answer(s): A
Reference:
https://docs.servicenow.com/bundle/rome-it-operations-management/page/product/service-
mapping/task/export-patterns.html
Explanation:

QUESTION: 97
What icon do you use to change the label on a Favorite?

A. Clock
B. Hamburger
C. Pencil
D. Three dots
E. Triangle.
F. Star

Answer(s): C
Reference:
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0781451

Explanation:

QUESTION: 98

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What needs to be speci ed, when creating a Business Rule? (Choose four.)

A. UI action
B. Table
C. Fields to update
D. Who can run
E. Script to run
F. Application scope
G. Update set
H. Timing
I. Condition to evaluate

Answer(s): A, B, E, F
Reference:
https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/list-
administration/task/t_EditingAUIAction.html

Explanation:

QUESTION: 99
What feature can track the amount of time that a task has been open, to ensure that tasks are
completed within an allotted time?

A. Task Escalation Clock

B. Service Level Agreements
C. Inactivity Monitor
D. Response Time Clock
E. Business Time Remaining

Answer(s): B
Reference:
https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/task-

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table/reference/r_ToolsForDrivingTasks.html#:~:text=Service%
20level%20agreements%20can%20track,completed%20within%20an%20allotted%20time.&text
=Inactivity%20monitors%20ensure%20that%20tas ks,a%
20prede ned%20period%20of%20time
Explanation:

QUESTION: 10
What is a quick way to create a report from a list view?

A. Click on lter breadcrumb, drag and drop on the Report > Create New module
B. Click Funnel, de ne lter conditions, click Create Report
C. Click Context Menu, select Create Report
D. Apply lter, right click on column header, select Bar Chart
E. Apply lter, right click on column header, select Create Report

Answer(s): B
Reference:
https://ut.service-now.com/sp?id=kb_article&number=KB0014148

Explanation:

QUESTION: 10
What import utility do you use when the eld names on the import set match the name of the elds
on the Target table?

A. Schema Mapping
B. Automatic Mapping
C. Mapping Assist
D. Mapping Dashboard

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Answer(s): B
Reference:
https://docs.servicenow.com/bundle/rome-platform-administration/page/script/server-
scripting/concept/c_MappingOptions.html

Explanation:

QUESTION: 102
As an IT employee what interface would you use, if you wanted to browse internal IT
documentation, like troubleshooting scripts and FAQs?

A. Knowledge
B. ServiceNow Wiki
C. Knowledge Now
D. SharePoint
E. Stack Over ow

Answer(s): A
Reference:
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0547260

QUESTION: 103
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 x this issue?

A. Have them clear their cache.

B. Have them use the gear icon to set the employee's time zone.

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C. Recommend they use Chrome, instead of Explorer.

D. Use the system properties to correct the instance's time zone.
E. Have them correct the time zone on their computer.

Answer(s): E
Reference:
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0659171
Explanation:

QUESTION: 104
What are three security modules often used by the System Administrator? (Choose three.)

A. System Properties > Security

B. Utilities > Migrate Security
C. System Security > Security
D. Self-Service > My Access
E. System Security > Access Control (ACL)
F. Password Management > Security Questions
G. System Security > High Security Settings

Answer(s): A, E, G
Reference:
https://docs.servicenow.com/bundle/rome-platform-
administration/page/administer/security/reference/r_GeneralSecuritySettings.html

Explanation:

QUESTION: 105
When testing a catalog item, having a manager approval ows, which of these best practices
would you follow? (Choose three.)

A. Make sure the latest ows are activated.

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B. Use the instance Incognito setting to quickly toggle between requester and approver.
C. Impersonate the requester to ensure the form works.
D. Make sure the requester's user record has a manager speci ed.
E. Create and select your Testing Update Set, before starting the test cases.
F. Use your Admin account, so you can approve the items quickly.

Answer(s): D, E, F

QUESTION: 106
What is a no-code approach to control the mandatory or read-only state of a form eld?

A. UI Action
B. Client Script
C. UI Script
D. UI Rule
E. UI Policy

Answer(s): E
Reference:
https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/ eld-
administration/concept/c_DataPolicy.html
Explanation:

QUESTION: 107
When moving multiple update sets at one time, what might you do to facilitate the move?

A. Batch
B. Verify
C. Test
D. Preview

Answer(s): D
Reference:
https://www.servicenowelite.com/blog/2016/8/7/update-sets

Explanation:

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QUESTION: 108
What is speci ed in an Access Control rule?

A. Groups, Conditional Expressions and Work ows

B. Table Schema, CRUD, and User Authentication
C. Object and Operation being secured; Permissions required to access the object
D. security_admin

Answer(s): C
Reference:
https://www.servicenowelite.com/blog/2019/10/2/access-
controls#:~:text=An%20instance%20uses%20access%20control,object%20and%20operation
%20being%20secured
Explanation:

QUESTION: 109
Which icon would you double click, to expand and collapse the list of all Applications and

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Modules?

A. Star
B. Clock
C. Application
D. Funnel

Answer(s): C
Reference:
https://docs.servicenow.com/bundle/rome-platform-user-interface/page/administer/navigation-
and-ui/task/ui16-navigator-tasks.html

QUESTION: 110
What do you call any component that needs to be managed in order to deliver services?

A. CSDM Items
B. CMDB
C. Con guration item
D. Service Offerings
E. Asset

Answer(s): C
Reference:
https://infocenter.io/servicenow-cmdb-implementation/
Explanation:

QUESTION: 111
A new service catalog item is being developed, but should only be visible to managers inside

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the HR Department. What method would you use to ful ll this requirement?

A. Specify the Dept_Mgr role on the catalog content block

B. Add the Department Manager group to the catalog item's user criteria
C. Add the Department Manager group to the catalog item's ACL
D. Only publish the item in the HR service catalog
E. Use a Dept_Mgr ACL on the HR service catalog

Answer(s): C

QUESTION: 112
A user wants to create a set of lter conditions, where they want to show records which satisfy
two conditions:
Incidents where the state is Closed
Incidents where Assignment Group is Network
After clicking the Funnel icon, what should the user do?

A. De ne the rst condition; click AND button; de ne second condition; click Run
B. De ne the rst condition; click AND button; de ne second condition; press enter
C. De ne the rst condition; click OR button; de ne second condition; press enter
D. De ne the rst condition; click > icon on breadcrumb, de ne second condition; click Run
E. De ne the rst condition; click > icon on breadcrumb, de ne second condition; press enter

Answer(s): A

QUESTION: 113
Access Control rules are applied to a speci c table, like the Incident table. What is the object
name for a rule that is speci c to the Incident table and the Major
Incident eld?

A. Incident.Major_Incident
B. incident=>major_incident
C. incident<=>major_incident
D. incident||major_incident
E. incident.major_incident

Answer(s): E
Reference:
https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/contextual-
security/concept/acl-rule-types.html
Explanation:

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QUESTION: 114
Two departments (HR Onboarding and Facilities) have come to you, asking for a way for
employees to request event room set up services. The requirements are the same for the form
and the task routing to the Facilities' assignment group. For HR, the item will be used primarily
for the Onboarding coordinators, for employee orientation sessions. For Facilities, the item will
be used for anyone in the company who needs room set up services. However, both
departments have their own service catalogs. What do you do, to support these requirements?

A. Create one Catalog Item for HR Event Room Set Up and one for Facilities Event Room Set
Up; then publish each to the appropriate Catalog.
B. Create one Catalog Item for Event Room Set Up; then publish to both Catalogs.
C. Create one Catalog Item for Event Room Set Up; then publish to the Parent Catalog, which is
accessible to both HR and Facilities.
D. Create one Catalog Item for Event Room Set Up; then use ACLs to control access.

Answer(s): C

QUESTION: 115
After nishing your work on High Security Settings, what do you do to return to normal admin
security levels?

A. Select Normal role

B. Log out and back in
C. Use System Administration > Normal Security module
D. Select Global Update Set
E. End Impersonation

Answer(s): B
Reference:
https://docs.servicenow.com/bundle/rome-platform-
administration/page/administer/security/concept/c_HighSecuritySettings.html
Explanation:

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QUESTION: 116
What type of eld allows you to look up values from one other table?

A. Reference
B. Verity
C. Options
D. Selections
E. Dot walk
F. Lookup

Answer(s): F
Reference:
https://support.microsoft.com/en-us/o ce/create-or-delete-a-lookup- eld-87e84cbd-d60c-4473-
8a98- 3e391c42f239#:~:text=A%20lookup%20 eld%
20can%20display,order%20in%20the%20Orders%20table

QUESTION: 117
Which module would you use to create a new automation of business logic such as approvals,
tasks, and noti cations?

A. Process Automation > Flow Designer

B. Process Automation > Flow Administration
C. Process Automation > Work ow Editor
D. Process Automation > Process Flow
E. Process Automation > Active Flows

Answer(s): A
Reference:
https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/process-
automation-designer/concept/getting-started- process- automation.html
Explanation:

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QUESTION: 118
A department manager asks an analyst to build some reports. Where do you recommend the
analyst start?

A. Report Dashboard > Create New

B. Reports > Getting Started
C. Performance Analytics > Reports
D. Self-Service > Reports
E. Reports > Create New

Answer(s): E
Reference:
https://kstate.service-now.com/kb_view.do?sysparm_article=KB12492
Explanation:

QUESTION: 119
What are the steps for applying an update set to an instance?

A. Retrieve, Preview, Commit

B. Specify, Transform, Apply
C. Retrieve, Assess, Apply
D. Get, Test, Push
E. Pull, Review, Push

Answer(s): A
Reference:

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https://docs.servicenow.com/bundle/rome-application-development/page/build/system-update-
sets/hier-update-sets/concept/us-hier- overview.html#us- hier-overview
Explanation:

QUESTION: 120
When importing spreadsheet data into ServiceNow, in which step does the data get written to
the receiving table?

A. Run Transform
B. Run Import
C. Import Dataset
D. Execute Transform
E. Schedule Transform

Answer(s): D
Reference:
https://docs.servicenow.com/bundle/paris-platform-administration/page/script/server-
scripting/task/t_CreatingAFieldMap.html
Explanation:

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QUESTION: 121
What would you do, on a list, if you wanted to show the records in groups, based on the column
category? (Choose two.)

A. On list Context Menu, select Group By > Category

B. On the Filter Menu, select Group By > Category
C. Click Group On icon, select Category
D. On Navigator Filter, type tablename.group.category and press enter
E. On the Category column title, click Context menu > Group By Category

Answer(s): A, E
Reference:
https://docs.servicenow.com/bundle/rome-platform-user-interface/page/use/using-
lists/concept/c_GroupedLists.html

Explanation:

QUESTION: 122
Which collaboration tool is available from the banner, using the bubble icon?

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A. Now Messenger
B. Agent Chat
C. Connect Chat
D. Collaborate Now
E. Live Feed

Answer(s): C

QUESTION: 123
On the knowledge base record, which tab would you use to de ne which users are not able to
write articles to the knowledge base?

A. Can Contribute
B. Cannot Author
C. Cannot Contribute
D. Cannot Write
E. Read Only

Answer(s): C
Reference:
https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/knowledge-
management/task/t_SelectUserCriteria.html

QUESTION: 124
Which features allow you to update multiple records at one time? (Choose two.)

A. List Editor
B. Field Update Action
C. Bulk Record Update
D. Data Remediation Dashboard
E. Update Selected Action

Answer(s): A, B
Reference:
https://docs.servicenow.com/bundle/rome-platform-user-interface/page/use/using-
lists/task/t_EditMultRecUsingListEditor.html

QUESTION: 125
Categories in the knowledge base, by default, can be created and edited by which knowledge
workers? (Choose two.)

A. Knowledge Authors
B. Knowledge Contributors
C. Knowledge Controller
D. Knowledge Managers
E. Knowledge Category Managers
F. Knowledge Submitters
G. Knowledge Owners
H. Knowledge Taxonomy Owner

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Answer(s): B, D
Reference:
https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/knowledge-
management/task/ t_De
neAKnowledgeCategory.html#:~:text=In%20addition%20to%20using%20categories,categories
%20when%20editing%20an%20article

QUESTION: 126
Which collaboration tool opens a sidebar and allows you to create new conversations with other
ServiceNow users?

A. Skype Now
B. Collaborate Now
C. Agent Messenger
D. Agent Chat
E. Connect Chat

Answer(s): E
Reference:
https://itsm.ucsf.edu/servicenow-connect-chat

QUESTION: 127
What module would you use if you wanted to view a list of all of the elds on the Incident table?
(Choose two.)

A. Tables & Columns

B. Dictionary
C. Data Class Manager
D. Dictionary Dashboard
E. Database View
F. Schema

Answer(s): A, F
Reference:
https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/table-
administration/concept/c_TableAdministration.html

QUESTION: 128
What component causes a ow to run after a record has been created or updated?

A. Date-based trigger
B. On-change trigger
C. Record-based trigger
D. Application-based trigger
E. Updated-date trigger

Answer(s): E
Reference:
https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/ ow-
designer/reference/ ow-triggers.html

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QUESTION: 129
What type of eld is Boolean and appears as a check box?

A. Yes/No
B. True/False
C. On/Off
D. Binary
E. 0/1

Answer(s): B
Reference:
https://community.servicenow.com/community?id=community_question&sys_id=d195d21adbd6
d414a08a1ea668961993

QUESTION: 130
Which module is used to access the knowledge bases which are available to you?

A. Knowledge > Home

B. Self Service > Knowledge
C. Knowledge > All
D. Knowledge > Knowledge Bases
E. Knowledge > Overview

Answer(s): D
Reference:
https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/knowledge-
management/concept/user-access-knowledge.html

QUESTION: 131
A customer requests the following data quality measures be added:
Incident numbers should be read only, on all lists and forms, for all users. Short Description eld
should be mandatory, on all records, across all applications, on Insert.
Which type of policy would you use to meet this requirement?

A. Data Quality Policy

B. Dictionary Design Policy
C. UI Data Policy
D. UI Policy
E. Field Criteria Policy
F. Data Policy

Answer(s): D
Reference:
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0813271

QUESTION: 132
What type of user (persona) has clearly de ned paths and work ows in the platform and have
one or more roles (ie itil and approver_user)?

A. Work ow User
B. Request Ful ller

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C. ITSM User
D. Approving Manager
E. Service Desk User
F. Process User

Answer(s): D

QUESTION: 133
Which module would you use to customize your instances banner image, text and colors?

A. System UI > UI Pages > Branding

B. Service Portal > Portals > Branding
C. System Properties > Basic Con guration UI16
D. System Properties > Branding
E. Homepage Admin > Pages > Branding

Answer(s): C
Reference:
https://docs.servicenow.com/bundle/rome-platform-user-interface/page/administer/navigation-
and-ui/reference/customizing-instance- appearance.html

QUESTION: 134
Which database provides a logical model of your company infrastructure by identifying,
controlling, maintaining and verifying CIs that exist?

A. IMDB
B. ITSM
C. CSDM
D. CMDB
E. LDAP

Answer(s): D
Reference:
https://qualiti7.com/wp-content/uploads/2018/11/D2-1D-HGC-TECHNOLOGIES-DESIGN-
YOUR-CMDB.pdf

QUESTION: 135
Which module is used as the rst step for importing data?

A. Coalesce Data
B. Transform Data
C. Import Data
D. Load Data

Answer(s): C
Reference:
https://docs.servicenow.com/bundle/paris-platform-administration/page/administer/import-
sets/concept/c_ImportDataUsingImportSets.html

QUESTION: 136
When you need to orchestrate business processes across services with little technical user

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knowledge, which utility would you use?

A. Flow Manager
B. Flow Designer
C. Flow Editor
D. Work ow Editor
E. Work ow Designer

Answer(s): C
Reference:
https://docs.servicenow.com/bundle/rome-servicenow-
platform/page/product/orchestration/reference/r-orchestration-introduction.html

QUESTION: 137
When a user reports that they are not able to see modules on the application navigator, what
can you do, to see what modules are visible to them?

A. Look up their password, so you can login with their account

B. Initiate a Connect Chat session
C. Install the Bomgar plug-in
D. Impersonate the user
E. Launch a NowChat window

Answer(s): B

QUESTION: 138
What is a key difference between Reporting and Performance Analytics?

A. Performance Analytics contains snapshots of data taken over time; Reporting shows only the
data as it is, at the moment the report is run.
B. Performance Analytics can show trends; Reports cannot.
C. Reports can be run on a scheduled basis; Performance Analytics cannot.
D. Performance Analytics data can be published to Dashboards; Reports cannot.
E. Performance Analytics shows KPIs; Reporting does not.

Answer(s): B

QUESTION: 139
While showing a customer their incident form, they ask to change the Priority values to display
their internal terminology P1, P2, P3, P4. They want it to be consistent across all Tasks. How
would you do that?
Right click on Priority and select what?

A. Con gure Lists

B. Show Options
C. Con gure Task
D. Show Choices
E. Show Choice List
F. Con gure Options

Answer(s): F

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QUESTION: 140
Your customer would like to create a new template to notify users who are affected by network
outages at their site. Which module would you use to create a new noti cation?

A. System Noti cation > Email > Noti cations

B. Administration > Noti cation Overview
C. System Properties > Email > Settings
D. User Preferences > Email > Noti cations
E. Click Gear > Noti cations > New

Answer(s): A
Reference:
https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/noti
cation/task/t_CreateANoti cation.html

QUESTION: 141
When designing a ow, how do you reference data from a record, in that ow?

A. Drag the table icon onto the ow de nition

B. Use the condition builder to specify the desired values
C. Specify the source table on the data pill related list
D. Drag the data pill onto the ow de nition
E. Add the table reference using the slush bucket

Answer(s): D
Reference:
https://developer.servicenow.com/dev.do#!/learn/learning-
plans/paris/citizen_developer/app_store_learnv2_ owdesigner_paris_using_ ow_variables

QUESTION: 142
On the Reports page, what sections allow you to see which reports are visible to different
audiences? (Choose four.)

A. Group
B. Department
C. My reports
D. Team
E. Dashboards
F. Global
G. Admin
H. Analytics
I. All
J. Company

Answer(s): A, E, F, G
Reference:
https://docs.servicenow.com/bundle/rome-now-
intelligence/page/use/reporting/task/t_ShareASetting.html

QUESTION: 143

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Which tool is used to de ne relationships between elds in an import set table and a target table?

A. Transform Schema
B. Schema Map
C. Dictionary Map
D. Transform Map
E. Field Transformer
F. Import Designer

Answer(s): D
Reference:
https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/import-
sets/concept/c_ImportSetsKeyConcepts.html

QUESTION: 144
Which ServiceNow capability provides assistance to help users obtain information, make
decisions, and perform common work tasks via a messaging interface?

A. Agent Workspace
B. Chat bot
C. Virtual Agent
D. Knowledge Chat
E. Now Support

Answer(s): C

QUESTION: 145
Which feature allows you to automate business logic for a particular application or process such
as approvals, tasks noti cations, and record operations?

A. Flows
B. Action Sequences
C. Action Sets
D. Task Flows
E. Flow Diagrams

Answer(s): A
Reference:
https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/ ow-
designer/concept/ ow- designer.html#:~:text=the%20following%
20components%3A-,Flows,a%20particular%20application%20or%20process

QUESTION: 146
From a form, what would you click to add additional elds to the form? (Choose two.)

A. Context Menu > Form > Layout

B. Context Menu > Con gure > Form Layout
C. Context Menu > Con gure > Form Design
D. Right click on header > Add > Field
E. Context Menu > Form > Designer
F. Right click on header > Con gure > UX Dashboard

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Answer(s): B, D
Reference:
https://docs.servicenow.com/bundle/rome-it-service-management/page/product/change-
management/task/t_CreateCustomField.html

QUESTION: 147
What is the name of the table relationship, where two or more tables are related in a bi-
directional relationship, so that the related records are visible from both tables in a related list?

A. Database View
B. Many to Many
C. One to Many
D. Extended

Answer(s): B
Reference:
https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/managing-
data/concept/c_DataManagement.html

QUESTION: 148
On a Form header, what is the three bar icon called?

A. Pancake icon
B. Additional Actions or Context Menu
C. Hamburger icon
D. Cake icon

Answer(s): B
Reference:
https://docs.servicenow.com/bundle/rome-platform-user-interface/page/use/using-
forms/concept/c_FormContextMenu.html

QUESTION: 149
Group records are stored in which table?

A. Group [sn_user_group]
B. Group [sys_user_group]
C. Group [s_sys_group]
D. Group [u_sys_group]

Answer(s): B
Reference:
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0832548

QUESTION: 150
What function do you use to add buttons, links, and context menu items on forms and lists?

A. UI Policies
B. UI Settings
C. UI Actions

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D. UI Con g

Answer(s): C
Reference:
https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/list-
administration/concept/c_UIActions.html

QUESTION: 151
On a Business Rule, the When setting determines at what point the rule executes. What are the
options for specifying that timing?

A. Before, After, Async, Display

B. Prior to, Synchronous, on Update
C. Insert, Update, Delete, Query
D. Before, Synchronous, Scheduled Job, View

Answer(s): A
Reference:
https://docs.servicenow.com/bundle/rome-application-development/page/script/business-
rules/reference/r_HowBusinessRulesWork.html

QUESTION: 152
What are different types of Data Sources, which may be imported into ServiceNow? (Choose
four.)

A. Local Sources (i.e. XML, CSV, Excel)

B. Implementation Spoke
C. DataHub
D. JDBC Connection
E. Network Server
F. LDAP Connection

Answer(s): A, C, D, F
Reference:
https://developer.servicenow.com/dev.do#!/learn/learning-
plans/quebec/servicenow_administrator/
app_store_learnv2_importingdata_quebec_data_sources

QUESTION: 153
What are the components that make up a lter condition? (Choose three.)

A. Operator
B. Match Criteria
C. Value
D. Column
E. Field

Answer(s): A, C, E
Reference:
https://docs.servicenow.com/bundle/rome-platform-user-interface/page/use/using-
lists/concept/c_Filters.html

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QUESTION: 154
When impersonating a user for testing purposes, what is the best way to return the instance,
logged in with your user account?

A. Turn your computer off and on again

B. Clear browser cache
C. End Impersonation
D. Log out and back in

Answer(s): D
Reference:
https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/users-and-
groups/concept/c_ImpersonateAUser.html

QUESTION: 155
What controls the publishing and retiring process for knowledge articles?

A. Approval Policies
B. Approval De nitions
C. Work ow Designer
D. Work ows
E. State Lifecycle

Answer(s): D
Reference:
https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/knowledge-
management/reference/r_KnowledgeWork ows.html

QUESTION: 156
What type of query allows you to lter list data using normal words, instead of the condition
builder?

A. Natural Language Query

B. Alexa Query
C. Machine Learning Query
D. Predictive Intelligence Query
E. Auto-suggest Query

Answer(s): A

QUESTION: 157
Tables may have a One to Many relationships. From the Service Catalog, what are examples of
tables having a one to many relationships? (Choose three.)

A. One Approval can have many Requests

B. One Request can have many Requested Items
C. One Requested Item can have many Approvals
D. One Requested Item can have many Catalog Tasks
E. One Cart can have many Requests

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Answer(s): B, D, E

QUESTION: 158
On a lter condition, which component is always a choice list?

A. Operator
B. Filter Criteria
C. Operation
D. Match Criteria

Answer(s): C
Reference:
https://docs.servicenow.com/bundle/rome-platform-user-interface/page/use/common-ui-
elements/concept/c_ConditionBuilder.html

QUESTION: 159
A Role is de ned as what?

A. A collection of permissions
B. A set of user access policies
C. A Persona in a work ow
D. A set of access control rules

Answer(s): D
Reference:
https://docs.servicenow.com/bundle/rome-platform-
administration/page/administer/roles/concept/c_Roles.html

QUESTION: 160
A user is complaining that they are seeing a blank page, when they click Create New, from your
custom Inventory application. You have con rmed that they can see the Inventory application,
and the Create New module on the application navigator. What could be the cause of this
issue?

A. Create New module has a broken link

B. Known intermittent issue with UI15
C. User should be using Chrome instead of Explorer for their browser
D. User has read role, but not the write role on the Inventory table
E. User session has timed out

Answer(s): E

QUESTION: 161
What resource can you use to view details of the tables and con guration items (CIs) associated
with a particular use case?

A. Scenario Dashboard
B. CI Use Case Modeler
C. CMDB Use Case Modeler
D. Common Service Data Model (CSDM) product view

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Answer(s): D
Reference:
https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/product/csdm-
implementation/reference/cmdb-use-case.html

QUESTION: 162
A manager wants to view a snapshot of month-end Sales performance data, as compared to
Sales targets. In addition, the manager wants to be able to see those monthly numbers trended
over time, and forecasted into the future. What capability do you suggest for this manager?

A. Scheduled Reports, a custom snapshot table, and a Trend report

B. Scheduled Reports and Excel
C. Scheduled Reports, a custom snapshot table, and a Projection report
D. Performance Analytics
E. Key Performance Indicators

Answer(s): D
Reference:
https://docs.servicenow.com/bundle/rome-now-intelligence/page/use/performance-
analytics/concept/c_ForecastingData.html

QUESTION: 163
What are advantages of using Flow Designer? (Choose three.)

A. Supports advanced developers

B. Enables complicated scripting
C. Reduces technical debt
D. Less manual scripting
E. Smooth integration with 3rd party systems

Answer(s): A, D, E

QUESTION: 164
Your customer requires that they be able to monitor which users are performing impersonations
in their instance. What would you do to meet that requirement?

A. Add the role Log Write [sn_log_write] to the Impersonator Group

B. Create user update set for impersonation tracking
C. Activate the glide.sys.log_impersonation prop
D. From User icon, select Elevate Roles
E. On the Impersonator role record, right click and select Create Log

Answer(s): C
Reference:
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0717055

QUESTION: 165
When a ow runs an action, it generates a runtime value, which stays the same for the duration
of the ow. What is the name of this runtime value?

A. Trigger runtime value

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B. Sequence runtime value

C. Starting runtime value
D. Data pill runtime value
E. Input runtime value

Answer(s): D
Reference:
https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/ ow-
designer/concept/data-population.html

QUESTION: 166
The wait time for end users is based on the round-trip between the client and the server. What
activities are included in the round-trips?

A. Request + Response
B. Save + Update
C. Write + Read
D. Submit + Query
E. Insert + Verify

Answer(s): A
Reference:
https://docs.servicenow.com/bundle/rome-application-development/page/script/client-
scripts/concept/client-script-best-practices.html

QUESTION: 167
When importing data, what happens to imported rows, if no coalesce eld is speci ed?

A. All rows are rejected from the import, as coalesce eld is required.
B. All rows are treated as new records. No existing records are updated.
C. Duplicate rows are rejected from the import.
D. All rows are treated as new records, but errors will be agged in the import log.

Answer(s): D
Reference:
https://developer.servicenow.com/dev.do#!/learn/learning-
plans/quebec/new_to_servicenow/app_store_learnv2_importingdata_quebec_coalescing

QUESTION: 168
What is the most common role that has access to almost all platform features, functions, and
data?

A. Security Admin [security_admin]

B. Sys Admin [sys_admin]
C. Admin [sn_admin]
D. System Administrator [admin]
E. Base Admin [base_admin]

Answer(s): C
Reference:
https://developer.servicenow.com/dev.do#!/guides/quebec/now-platform/glossary/developer-

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glossary

QUESTION: 169
What feature do you use to specify which users are able to access a Service Catalog Item?

A. Can Read Role

B. Catalog User Role
C. Can Order Tab
D. User Criteria

Answer(s): D
Reference:
https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/service-catalog-
management/task/t_AppUserCritItemsCat.html

QUESTION: 170
Which component of a table contains a piece of data for one record?

A. Factor
B. Field
C. Datapoint
D. Element
E. Item

Answer(s): B
Reference:
https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/managing-
data/concept/c_DataDictionaryTables.html

QUESTION: 171
What type of eld has a drop down list, from which you can pick from pre-de ned options?

A. Choice
B. Picker
C. Drop down
D. Option

Answer(s): A
Reference:
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0538947

QUESTION: 172
User records are stored in which table?

A. User [sys_user]
B. User [sn_user]
C. User [u_sys_user]
D. User [s_user]

Answer(s): A
Reference:

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https://docs.servicenow.com/bundle/rome-platform-user-interface/page/administer/navigation-
and-ui/concept/c_UserPreferences.html

QUESTION: 173
What ServiceNow feature can be triggered by events, and is used to inform users about
activities or updates in ServiceNow?

A. Noti cations
B. Alerts
C. Texts
D. Events
E. Emails

Answer(s): D
Reference:
https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/platform-
events/concept/events.html

QUESTION: 174
Which ServiceNow capability allows you to provide knowledge articles, via a conversational
messaging interface?

A. Agent Assist
B. Virtual Agent
C. Now Messenger
D. Connect Agent

Answer(s): B
Reference:
https://docs.servicenow.com/bundle/rome-release-notes/page/release-notes/analytics-
intelligence-reporting/virtual-agent-rn.html

QUESTION: 175
Which role can manage multiple knowledge bases?

A. knowledge_base_admin
B. kb_admin
C. sn_kb_admin
D. knowledge_admin

Answer(s): D
Reference:
https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/knowledge-
management/reference/r_KnowledgeRoles.html

QUESTION: 176
Which statement correctly describes the differences between a Client Script and a Business
Rule?

A. A Client Script executes before a record is loaded and a Business Rule executes after a
record is loaded

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B. A Client Script executes on the server and a Business Rule executes on the client
C. A Client Script executes on the client and a Business Rule executes on the server
D. A Client Script executes before a record is loaded and a Business Rule executes after a
record is updated

Answer(s): C
Reference:
https://community.servicenow.com/community?
id=community_question&sys_id=77a80361db5cdbc01dcaf3231f9619d9#:~:text=The%20major
%
20difference%20between%20of,deleted%2Fqueried%20from%20data%20base.&text=After%20
that%2C%20the%20Client%20scripts,Client%20scr ipts%20that%
20work%20onSubmit

QUESTION: 177
What are bene ts of assigning work tasks to a group, rather than to an individual? (Choose
four.)

A. Group members can choose their tasks from My Groups Work

B. Groups can assign tasks to users based on on-call schedules
C. Site support members can pick tasks, based on Location
D. Groups can assign tasks to users based on skills
E. Group members can avoid tasks, which are nearing SLA breach
F. Groups can assign tasks to users based on availability

Answer(s): B, C, D, F

QUESTION: 178
What ServiceNow feature allows you to include data from a secondary related table on a report?

A. SQL
B. Dot Walking
C. Outer Join
D. Joins

Answer(s): B
Reference:
https://docs.servicenow.com/bundle/rome-now-
intelligence/page/use/reporting/concept/c_HowToAccessRelatedTables.html

QUESTION: 179
What attributes can you manage, using System Properties > Basic Con guration UI16? (Choose
ve.)

A. Browser tab title

B. Module text color
C. Preferred browser
D. Base theme
E. Font style
F. Animation style
G. Header background color

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H. Banner Image

Answer(s): A, B, D, G,H
Reference:
https://docs.servicenow.com/bundle/rome-platform-user-interface/page/administer/navigation-
and- ui/task/t_Con gureLogoColorsSysD tsUI16.html

QUESTION: 180
Which eld (or elds) is used as a unique key during imports?

A. Match Fields
B. Coalesce Fields
C. Key Fields
D. Sys IDs

Answer(s): B
Reference:
https://developer.servicenow.com/dev.do#!/learn/learning-
plans/quebec/new_to_servicenow/app_store_learnv2_importingdata_quebec_coalescing

QUESTION: 181
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?

A. Create Record Producer

B. Create Catalog Item
C. Create Order Guide
D. Create Content Item

Answer(s): B
Reference:
https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service-
catalog-management/concept/request- ful llment.html

QUESTION: 182
What is the result of the order in which access controls are evaluated?

A. Ensures user has access to the elds in a table, before considering their access to the table
B. Ensures user can get to work as quickly as possible
C. Ensures user has access to the application, before evaluating access to a module within the
application
D. Ensures user has access to a table, before evaluating access to a eld in the table

Answer(s): A
Reference:
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0541355

QUESTION: 183
Which tool graphically displays an infrastructure view for a con guration item (CI) and its
relationship with other CIs?

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A. Schema Map
B. Dependency View
C. Dependency Map
D. Database View

Answer(s): B
Reference:
https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/business-service-
management-map-ng/concept/ c_BusinesssServiceManagementMaps.html

QUESTION: 184
What are examples of Core tables in the ServiceNow platform?

A. Con guration, Connect, Chat

B. Team, Party, Awards
C. User, Task, Incident
D. Work, Caller, Timecard

Answer(s): A
Reference:
https://www.basicoservicenowlearning.in/2019/12/create-table-in-servicenow.html

QUESTION: 185
Which tab on the knowledge base record, would you use to identify the sets of users who are
able to read articles in that knowledge base?

A. Access List
B. Can Access
C. Accessible to
D. Can Read

Answer(s): D
Reference:
https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/knowledge-
management/task/t_SelectUserCriteria.html

QUESTION: 186
What are the main components of the Form Design interface? (Choose three.)

A. Field Layout
B. Page Header
C. Field Navigator
D. Field Picker
E. Form Layout

Answer(s): B, C, E
Reference:
https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/form-
administration/concept/c_FormDesign.html

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QUESTION: 187
What is used to determine user access to knowledge bases or a knowledge article?

A. sn_kb_read, sn_article_read
B. Privacy Settings
C. Read Access Flag
D. User Criteria

Answer(s): D
Reference:
https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/knowledge-
management/concept/user-access-knowledge.html

QUESTION: 188
What are the three key tables in an enterprise CMDB? (Choose three.)

A. cmdb
B. sn_cmdb_bak
C. cmdb_rel_ci
D. sn_cmdb
E. cmdb_bak
F. cmdb_ci
G. sn_cmdb_ci

Answer(s): A, C, F
Reference:
https://community.servicenow.com/community?id=community_question&sys_id=7ab22ad5dbf20
498d82ffb2439961938

QUESTION: 189
What is the best practice related to using the Default Update Set for moving customizations
between instances?

A. Merge Default update sets before moving between instances

B. Submit Default update set to application repository
C. You should not use the Default Update sets for moving between instances
D. Keep Default update set to maximum of 20 records, for troubleshooting purposes

Answer(s): B
Reference:
https://docs.servicenow.com/bundle/rome-application-development/page/build/system-update-
sets/reference/default-update-sets.html

QUESTION: 190
On what part of the ServiceNow instance, would you nd the option to Impersonate User?

A. Module
B. Content Frame
C. Application Navigator
D. Banner

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Answer(s): D
Reference:
https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/users-and-
groups/concept/c_ImpersonateAUser.html

QUESTION: 191
Which application is used primarily to load data into ServiceNow?

A. Import Hub
B. System Import Sets
C. Data Import Con guration
D. Import Management

Answer(s): B
Reference:
https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/import-
sets/reference/import-sets-landing-page.html

QUESTION: 192
If a knowledge base has no access details speci ed, what users are able to read articles in that
knowledge base?

A. itil users
B. Any user with an article's permalink
C. Any active user
D. No users
E. Users with kb_user role

Answer(s): C
Reference:
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0623654

QUESTION: 193
How would you de ne an Access Control, to allow a user with itil role to have permission to
create incident records?

A. Name: incident.None; Operation: create; Role: itil

B. Name: incident.Any; Operation: write; Permission: itil
C. Name: incident:*; Permission: write; Role: itil
D. Name: incident.None; Permission: create; Role: itil
E. Name: incident:*;Operation: write; Permission: itil

Answer(s): A

QUESTION: 194
What Service Catalog feature do you use to organize items into logical groups?

A. Categories
B. Variable Sets
C. Sections
D. Catalog items

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Answer(s): A

QUESTION: 195
When creating a new noti cation, what must you de ne? (Choose three.)

A. The associated knowledge base

B. Settings for handing inactive user accounts
C. Under what conditions is the noti cation sent
D. Who receives the noti cation
E. What the content of the noti cation

Answer(s): C, D, E

QUESTION: 196
The ServiceNow platform supports a wide variety of plug-and-play applications. You can choose
from the included work ows of build your own work ow: Which of these work ows are included in
the platform? (Choose three.)

A. Federal Work ows

B. Customer Work ows
C. Infrastructure Work ows
D. Manufacturing Work ows
E. Employee Work ows
F. IT Work ows

Answer(s): B, E, F

QUESTION: 197
An IT manager is responsible for the Network and Hardware assignment groups, each group
contains 5 team members. These team members are working on many tasks, but the manager
cannot see any tasks on the Service Desk > My Groups Work list. What could explain this?

A. The Assignment Group manager eld is empty.

B. The manager does not have the itil role.
C. The manager is not a member of the Service Desk group.
D. The manager is not a member of the Network and Hardware groups.

Answer(s): D

QUESTION: 198
You have been asked to con gure a form so an employee could order tablet and select the
standard accessory options to purchase with it. These standard options are: carrying case,
screen cleaner, tablet stand, and screen protector. What approach would you take? (Choose
three.)

A. Create Catalog Item for the Tablet, and add a variable set to the form, for the accessory
options.
B. Create a Record producer, and on the form, add a check box variable for each accessory
option.
C. On Shopping Cart con guration, select option lo show the Add Accessories button.

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D. Create one Catalog item for each: tablet, carrying case, screen cleaner, tablet stand, and
screen protector.
E. Create Catalog Item for the tablet, and on the form, add a check box variable for each
accessory option.

Answer(s): B, D, E

QUESTION: 199
Which ServiceNow utility provides a modern interactive graphical interface to visualize con
guration items and their relationships?

A. Dependency View
B. CI Class Map
C. Business Service Map
D. CSDM Schema

Answer(s): A

QUESTION: 200
What is the de nition of a group?

A. A collection of subject matter experts

B. A team of users
C. An escalation pod
D. A collection of users
E. A department

Answer(s): D

QUESTION: 201
On the Reports page, what sections allow you to see which reports are visible to different
audiences? (Choose four.)

A. Group
B. Department
C. My reports
D. Team
E. Global
F. All

Answer(s): A, C, E, F

QUESTION: 202
On a lter condition, there is an element, which is based on the table, the user access rights, and
columns on the table. What is this element called?

A. Label
B. Column
C. Data Element
D. Field
E. Attribute

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Answer(s): D

QUESTION: 203
You have been asked to create a way for users to order a new iPhone, but only if they get two
levels of approval. The approvers and users should be automatically noti ed at each approval
level. What feature would you use to manage the approvals and noti cations?

A. Approval Chains
B. Flows
C. Approver Delegates
D. Parent-Child Approvers
E. Approval Criteria

Answer(s): B

QUESTION: 204
Groups are stored in what table?

A. User Group [user_groups]

B. Groups [sys_user_groups]
C. Group [sn_sys_user_group]
D. Group [sys_user_group]
E. User Groups [sn_user_groups]

Answer(s): D

QUESTION: 205
When managing tags, you can adjust who is able to see it. What are the visibility options?
(Choose three.)

A. Groups and Users

B. Me
C. Roles and Permissions
D. Everyone
E. Admins

Answer(s): A, B, D

QUESTION: 206
What module enables an administrator to de ne destinations for imported data on any
ServiceNow table?

A. Field Transform
B. Schema Map
C. Transform Map
D. Import Map

Answer(s): C

QUESTION: 207

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On the Form header, which icon do you use to access form templates?

A. Stamp
B. Pages
C. More Options (...)
D. Paperclip

Answer(s): C

QUESTION: 208
When using the Data Pill Picker, use which keys to dot-walk to elds in other tables?

A. Plus, Minus
B. Ctrl <, Ctrl >
C. Arrows
D. Ctrl C, Ctrl V
E. Shift F4, Shift F5

Answer(s): C

QUESTION: 209
In what order are Access Controls evaluated?

A. Field-level - most speci c to most general; then Table-level - most speci c to most general
B. Field-level - most general to most speci c; then Row-level - most speci c to most general
C. Table-level - most speci c to most general; then Field-level - most speci c to most general
D. Table-level - most speci c to most general, then Row-level - most speci c to most general

Answer(s): D

QUESTION: 210
What instance resource allows you to access guided tours, information about actions, and
instructions on how to use inputs and outputs in your ow?

A. Docs
B. Community
C. Help Panel (question mark icon)
D. Wiki

Answer(s): C

QUESTION: 211
The Report Designer contains different sections for con guring your report. Which section is
used to specify grouping and calculations to be run against the data?

A. Style
B. Group by
C. Con gure
D. Format
E. Data

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Answer(s): C

QUESTION: 212
What icon do you use to change the icon and color on a Favorite?

A. Clock
B. Pencil
C. Triangle
D. Star

Answer(s): B

QUESTION: 213
You have heard about a new application released by ServiceNow. You want to try it out, to see
if it might be useful for your company's ServiceNow implementation. What would be the best
way to get hands-on experience with the new application?

A. Search the wiki for the sales demo request form

B. Check the latest release notes at docs servicenow.com
C. Activate the application plug in, on your personal dev instance
D. Activate the application plug in, on your company's production instance.

Answer(s): C

QUESTION: 214
When looking at a long list of records, you want to quickly lter, to show only those which have
Category of Hardware. How might you do that?

A. On the Category column header, right click and select Show > Hardware
B. Right click on magni er, type Hardware and click enter
C. On the list, locate and right click on the value Hardware, select Show Matching
D. On Breadcrumb, click > icon, type Hardware and click enter
E. Click Funnel icon, type Hardware and click enter

Answer(s): C

QUESTION: 215
When looking at a long list of records, you want to quickly lter, to show only those which have
Short Description containing email. How might you do that?

A. Click List Magni er to expand column search, on Short Description, type email, click enter
B. On Search box, select text, type email, click enter
C. Click List Magni er to expand column search, on Short Description, type *email, click enter
D. Click List Magni er to expand column search, on Short Description, type %email, click enter

Answer(s): C

QUESTION: 216
When importing spreadsheet data into ServiceNow, what is the rst step in the process?

A. Run Data Scrubber

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B. Set Coalesce
C. Select Import Set
D. Load Data
E. De ne Data Source

Answer(s): D

QUESTION: 217
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?

A. Vendors can sell multiple products; and products can be sold by multiple vendors.
B. A Task can trigger many Work ows; and a Work ow can trigger many Tasks.
C. Requests can contain many Items; and Items can be any item from the catalog.
D. A Con guration Item can belong to multiple Classes, and Classes can contain multiple Con
guration Items.

Answer(s): B

QUESTION: 218
What section on a task record would you use to see the most recent update made to a record?

A. Audit Log
B. Timeline
C. Activity
D. Journal

Answer(s): C

QUESTION: 219
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?

A. Create Requested Item

B. Create Record Producer
C. Create On-boarding Bot
D. Create Order Guide

Answer(s): D

QUESTION: 220
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?

A. Automapping Utility
B. Relationships
C. Service Tracer
D. Transform Map

Answer(s): B

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QUESTION: 221
From a related list, what would a user click to personalize the layout of the columns?

A. Gear
B. Context Menu
C. Pencil
D. Magni er

Answer(s): A

QUESTION: 222
What is the language used for scripting in ServiceNow?

A. C++
B. JavaScript
C. PHP
D. Python

Answer(s): B

QUESTION: 223
What are examples of UI Actions, relating to Lists? (Choose four.)

A. List Links
B. List Choices
C. List Buttons
D. List Override
E. List Context Menu
F. List Control

Answer(s): A, C, D, F

QUESTION: 224
A Service Catalog project will involve building 80 catalog items. For each of the catalog items,
the following elds will be mandatory on the forms:
· Requested for
· Requested by
· Approving manager
· Delivery instructions

All of the other variables will be speci c to the individual catalog item. What features would you
use when designing the catalog item form?

A. Create a Variable Set Template, then apply to all of the catalog items.
B. Create one Variable Set for the four variables, then add that variable set to each of the 80
catalog items.
C. Create a Record Producer that contains the four elds; then add to the record producer
related list on the Catalog Items.
D. Create a Flow Designer Action, with Variable Set Data Pill, then apply ow to all of the 80
catalog items.

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E. Create an Order Guide, which includes all variables; then copy and hide variables as needed.

Answer(s): B

QUESTION: 225
A task worker asks how they can monitor any updates occurring to records assigned to him, like
responses from customers. What do you suggest?

A. On My Work list, select the Activity Stream icon to show a frame with live updates
B. Click on the eyeglass icon to expand the Monitor frame
C. Open an Agent workspace tab for each record he wants to monitor
D. Select Service Desk > My Work Dashboard

Answer(s): A

QUESTION: 226
What access does a user need to be able to import articles to a knowledge base?

A. sn_knowledge_import
B. sn_knowledge_contribute
C. Can contribute
D. Can import

Answer(s): C

QUESTION: 227
When importing data from a spreadsheet, which step de nes where the incoming data columns
will be written in the receiving table?

A. Schedule Transform
B. Field Matching
C. Select Data Source
D. Create Transform Map
E. Load Data

Answer(s): D

QUESTION: 228
To apply a UI Policy to all views, which eld should be set to true in its de nition record?

A. Global
B. Reverse if false
C. On load
D. Inherit

Answer(s): D

QUESTION: 229
What are the steps for importing data using an import set?

A. Select source le; Run automap; Transform data; Clean up target table

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B. Identity source; Import transform map; Run transformer, Verify import

C. Setup LDAP; Test map; Create update set; Run import; Apply update set
D. Load the data; Create transform map; Transform data; Clean up import table

Answer(s): D

QUESTION: 230
Which type of scripts run in the browser?

A. Script Include Scripts

B. Access Control Scripts
C. Business Rule Scripts
D. UI Policies and Client Scripts

Answer(s): D

QUESTION: 231
Which modules can you use to create a new table? (Choose two.)

A. Dictionary
B. Schema Map
C. Tables
D. Tables & Columns

Answer(s): C, D

QUESTION: 232
Which one of the following describes the primary operations performed against tables in the
ServiceNow platform?

A. Create, Read, Upload, Delete

B. Capture, Rate, Write, Develop
C. Create, Rate, Update, Delete
D. Create, Read, Write, Delete

Answer(s): D

QUESTION: 233
How is a user de ned in ServiceNow?

A. A user is a record stored in the Pro le [sys_user_pro le] table

B. A user is a record stored in the User [sys_user] table
C. A user is a record stored in the User Preference [sys_user_preference] table
D. A user is a eld in the LDAP integration

Answer(s): B

QUESTION: 234
Which ServiceNow utility gives a Service Desk agent the ability to trace from a Service having
an issue, to see which CIs supporting that service have active issues?

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A. CI Dependency View
B. Event Management Homepage
C. Service Dashboard
D. CI Health Dashboard

Answer(s): A

QUESTION: 235
Which feature enables business process owners to organize Flow Designer content into uni ed
and digitized cross-enterprise processes via a digitized task board interface?

A. Flow Designer
B. Work ow Editor
C. Process Work ow Designer
D. Process Automation Designer

Answer(s): D

QUESTION: 236
An IT user calls the service desk because they need to work on task records. All they can see is
Self Service on their homepage when they login to the ServiceNow instance. What issue could
explain this? (Choose two.)

A. Their user account does not have itil role

B. Their user account was not approved by their manager
C. Their user account is not logged in properly
D. Their user account failed LDAP authentication
E. Their user account does not belong to any groups, which contain the itil role

Answer(s): A, E

QUESTION: 237
On a related list, which buttons are commonly used for managing the records on the list?
(Choose three.)

A. Add
B. Edit
C. Publish
D. Manage
E. New

Answer(s): B, D, E

QUESTION: 238
A customer requests the following data quality measures be added:
· Incident numbers should be read only, on all lists and forms, for all users. · Short Description
eld should be mandatory, on all records, across all applications, on Insert.

Which type of policy would you use to meet this requirement?

A. Data Quality Policy

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B. Dictionary Design Policy

C. Data Policy
D. Field Criteria Policy

Answer(s): C

QUESTION: 239
On what part of the ServiceNow instance, would you nd the option to access applications, like
Incident Management?

A. Application Navigator
B. Service Desk Homepage
C. Self Service Module
D. Favorites

Answer(s): C

QUESTION: 240
What catalog tool would you use to create a catalog item or record producer?

A. Catalog Builder
B. Work ow Designer
C. Catalog Designer
D. Catalog Formatter

Answer(s): A

QUESTION: 241
On a form, which type of eld has this icon which can be clicked, to see a preview of the
associated record?

A. Lookup
B. Preview
C. Reference

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D. Snapshot
E. Quickview
F. Drilldown

Answer(s): C

QUESTION: 242
While on an Incident record, how would you add a Tag for "Special Handling" to the record?

A. Click on the Context menu, select Add Tag, type Special Handling, press enter
B. Click on the More options (...) icon, click Add Tag, type Special Handling, press enter
C. On the Tag eld, select Special Handling from the choice list
D. On the Special Handling eld, check the box

Answer(s): B

QUESTION: 243
What feature allows you to limit who is able to contribute or read knowledge within a knowledge
base?

A. Roles
B. Groups
C. User Criteria
D. Categories

Answer(s): C

QUESTION: 244
When moving a homepage or dashboard between instances, what must you remember?

A. Manually add them to the update set

B. They cannot be moved via update set
C. They are automatically added to the update set
D. Create a separate update set for them

Answer(s): A

QUESTION: 245
What is the platform name for the Group table?

A. sys_groups
B. group
C. sys_user_group
D. sys_group

Answer(s): C

QUESTION: 246
Many actions are included with ow designer, what are some frequently used core actions?
(Choose four.)

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A. Look for Update

B. Create Record
C. Ask for Approval
D. Look Up Record
E. Wait for Condition
F. Wait for Match

Answer(s): B, C, D, E

QUESTION: 247
What role enables someone to authorize a request, with no other permissions on the platform?

A. Approval Group [approval_group]

B. Authorize [authorize_user]
C. Reviewer [reviewer_user]
D. Veri cation [verify_user]
E. Approver [approver_user]

Answer(s): E

QUESTION: 248
On the knowledge base record, which tab would you use to de ne which users are not able to
write articles to the knowledge base?

A. Can Contribute
B. Cannot Author
C. Can Read
D. Can Write
E. Can Author

Answer(s): C

QUESTION: 249
What types of entities can receive task assignments, in ServiceNow? (Choose two.)

A. Users
B. Departments
C. Groups
D. Teams

Answer(s): A, C

QUESTION: 250
The Report Designer contains different sections for con guring your report. Which section is
used to adjust the look of your report, including colors, titles and legend layout?

A. Layout
B. Format
C. Con gure
D. Style

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Answer(s): D

QUESTION: 251
How would you distinguish between a Base Class table and a Parent Class table?

A. Extended tables are always extended from Parent tables. Extended tables are usually
extended from Base tables.
B. Extended tables can be extended from Parent tables or Base tables; but they cannot be
extended from both.
C. Base Class tables always have tables extended from them. Parent tables do not have tables
extended from them.
D. Base Class table is not extended from another table, Parent class tables may be extended
from another table.

Answer(s): D

QUESTION: 252
When a custom table is created, which access control rules are automatically created? (Choose
four.)

A. create
B. delete
C. execute
D. update
E. read
F. write

Answer(s): A, B, E, F

QUESTION: 253
Which banner icon do you use to change your personal system settings, like your instance color
scheme?

A. Magni er
B. Question mark
C. Gear
D. Chat bubbles

Answer(s): C

QUESTION: 254
Which banner icon do you use to change your personal system settings, like your instance color
scheme?

A. Magni er
B. Question mark
C. Gear
D. Chat bubbles

Answer(s): C

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QUESTION: 255
When building an extended table from a base table, which elds do you need to create? (Choose
two.)

A. The elds that are not in the base table.

B. The mandatory elds for the base table.
C. The elds that are speci c to the extended table.
D. The reference elds for the base table.

Answer(s): A, D

QUESTION: 256
While showing a customer their Incident form, they ask to change the Priority eld title to display
their internal terminology PValue. How would you do that? (Choose two.)

A. Right click on Priority and select Con gure Label

B. Right click on Priority and select Con gure Dictionary
C. Right click on Priority and select Con gure Display Settings
D. Right click on Priority and select Con gure Column

Answer(s): A, B

QUESTION: 257
As administrator, what must you do to access features of High Security Settings?

A. Impersonate Security Admin

B. Select Elevate Roles
C. Add security_admin role to your user account
D. Use System Administration > Elevate Roles module

Answer(s): C

QUESTION: 258
What section on the notes tab, shows the history of the work documented on the record?

A. Audit Log
B. Timeline
C. Journal
D. Diary
E. Activity

Answer(s): E

QUESTION: 259
How would you navigate to the Schema map for a table?

A. System De nition > Tables; Select Table; Go to Related links and click Show Schema Map
B. System Dictionary > Show Schema Map; Select Table
C. System De nition > Show Schema Map; Select Table
D. System De nition > Dictionary; Select Table; Go to Related links and click Show Schema
Map

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Answer(s): A

QUESTION: 260
Which is the base table of the con guration management database hierarchy?

A. cmdb_ci
B. cmdb
C. cmdb_rel_ci
D. ucmdb

Answer(s): B

QUESTION: 261
Which best describes a eld in a ServiceNow table?

A. A eld is a table row.

B. A eld is an item that appears in a menu list.
C. A eld is a table cell that stores data.
D. A eld is a record in a table.

Answer(s): C

QUESTION: 262
What are examples of UI Actions relating to forms? (Choose three.)

A. Form Columns
B. Form View
C. Form Buttons
D. Form Context Menu
E. Form Links

Answer(s): C, D, E

QUESTION: 263
Here is an example of the criteria set for a knowledge base:
· Companies: ACME North America
· Departments: HR
· Groups: ACME Managers
· Match All: Yes

In this example, what users would have access to this knowledge base?

A. Members of the ACME Manager group, who are also members of HR Department and part of
ACME North America
B. Employees of ACME North America, who are members of HR Department or the ACME
Managers group
C. Users which are members of either ACME North America, or HR Department, or ACME
Managers group
D. Members of the ACME Managers group, and HR department, regardless of geography

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Answer(s): A

QUESTION: 264
In Flow Designer, where is the data from an action stored so it can be used in subsequent
actions in the ow?

A. Data Pill
B. Data Element
C. Data Trigger
D. Field Value
E. Field Icon

Answer(s): A

QUESTION: 265
A customer has asked for the following updates to a form:
· Make Resolution code Mandatory, when state is changed to Resolved
· Hide Major Incident check box, unless logged in user has Major Incident Manager role

What type of rule(s) would you use to implement this requirement?

A. Form Constraint
B. UI Design
C. Field Limiter
D. UI Policy
E. Dictionary Design

Answer(s): D

QUESTION: 266
What setting allows users to view a Knowledge Base article even if they are not logged in?

A. The Public setting

B. The View All setting
C. The ESS role
D. The Allow All role

Answer(s): A

QUESTION: 267
When adding a related list to a form, you choose the related list from the list collector. What is
an example of a related list you might see on the list collector? (Choose three.)

A. Problem==Parent
B. HR Case->Parent
C. Catalog Task->Parent
D. Outage->Task number
E. Release Phase==Parent

Answer(s): B, C, D

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QUESTION: 268
How is the ServiceNow platform set up so that Administrators can easily con gure their
instances to send an email at the end of an upgrade?

A. Administrators can update the email noti cation named "System Upgraded" in the System
Logs module by adding the appropriate User to receive it.
B. Administrators can update the email noti cation named "System Upgraded" in the Noti
cations module by adding the appropriate User to receive it.
C. Administrators can write a Client Script to send out an email to the Administrator when an
Update is complete.
D. Administrators can write a Business Rule to send out an email to the Administrator when an
Update is complete.

Answer(s): B

QUESTION: 269
A customer wants to be able to identify and track components of their infrastructure that support
their eCommerce service. What ServiceNow products could support this requirement? (Choose
three.)

A. Asset Management
B. Discovery
C. Con guration Management (CMDB)
D. Service Mapping
E. Performance Analytics

Answer(s): A, C, D

QUESTION: 270
For your implementation, the following tables are extended from each other:
· Incident table is extended from Task table.
· Super Incident table is extended from Incident table.

In this situation, which table(s) are Parent, Child and Base tables? (Choose ve.)

A. Super Incident table is a Parent table

B. Incident table is a Child table
C. Super Incident table is a Base table
D. Incident table is a Base table
E. Task table is a Child table
F. Incident table is a Parent table
G. Super Incident table is a Child table
H. Task table is a Parent table
I. Task table is a Base table

Answer(s): B, G, H, F, I

QUESTION: 271
What capability allows users to create dashboards with widgets to visualize data over time in
order to identify areas of improvement?

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A. Scheduled Reports
B. Performance Analytics
C. Analytics Reports
D. Reporting

Answer(s): B

QUESTION: 272
Which type of ServiceNow script runs on the web browser?

A. Server script
B. Database script
C. Client script
D. Local script

Answer(s): C

QUESTION: 273
When selecting the Target table for an import, which tables can you select? (Choose three.)

A. Tables outside of ServiceNow

B. Tables within the global scope
C. Related tables, using Dot Walk
D. Tables which allow write access to other applications
E. Tables within the existing application scope

Answer(s): B, D, E

QUESTION: 274
On Access Control De nitions, what are ways you can set the permissions on a Table? (Choose
three.)

A. Conditional Expressions
B. Roles
C. CRUD
D. Script that sets the answer variable to true or false
E. Groups

Answer(s): A, B, D

QUESTION: 275
What tool is used to import data from various data sources, and map that data into ServiceNow
tables?

A. Transform Set
B. Data Pack
C. Update Set
D. Import Set

Answer(s): D

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QUESTION: 276
When you set a policy that is applied to all data entered into the platform (UI, Import Sets, or
Web Services), where does this policy run by default?

A. Client
B. Network
C. Browser
D. Server

Answer(s): A

QUESTION: 277
On what part of the ServiceNow instance, would you nd the option to Impersonate User?

A. User Menu
B. Content Fame
C. Application Navigator
D. Module

Answer(s): A

QUESTION: 278
How would you describe the relationship between the Incident and Task table?

A. Incident table has a one to many relationship with the Task table
B. Incident table is extended from Task table
C. Incident table is related to the Task table via the INC number
D. Incident table has a many to many relationship with the Task table
E. Incident table is a database view of the Task table

Answer(s): B

QUESTION: 279
Which ow components allow you to specify when a ow should be run?

A. Trigger and Condition Pill

B. Condition and Table
C. Trigger Criteria and Clock
D. Trigger and Condition
E. Scope and Trigger Condition

Answer(s): D

QUESTION: 280
Which feature helps to automatically allocate a critical, high-priority, service request to the
appropriate assignment group or team member?

A. Assignment Rule
B. User Policy
C. Predictive Intelligence
D. UI Policy

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Answer(s): A

QUESTION: 281
The Report Designer contains different sections for con guring your report. Which section is
used to specify the name of the report, and the table or data source for the report?

A. Type
B. Properties
C. Con gure
D. Sources
E. Data

Answer(s): E

QUESTION: 282
You are editing a new incident record and would like the "Save" button to be located on the
Form header.

Which action would need to be taken for that button to appear?

A. Context Menu > Form Design > add the "Save" button.
B. All > System Properties > UI Properties > Turn on the "glide.ui.advanced" property.
C. All > System Properties > UI Properties > Turn on the "Save" button.
D. Context Meru > Form Layout > add the "Save" button.

Answer(s): A

QUESTION: 283
Which features ensures data consistency while importing data using import sets and web
services?

A. UI Policy
B. Data Policy
C. Business Rule
D. Client Script
E. CSDM

Answer(s): B

QUESTION: 284
When using Flow Designer, what is the Flow Execution initiated by?

A. A ow logic

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B. An existing sub ow
C. An execution data pill
D. A trigger

Answer(s): D

QUESTION: 285
What is the name of the string that displays lter criteria?

A. Breadcrumb
B. Choice
C. Menu
D. Topic

Answer(s): A

QUESTION: 286
Which system property is added and set to true in order to see impersonation events in the
System Log?

A. glide.sys.all_impersonation
B. glide.user_setting
C. glide.impersonation_setting
D. glide.sys.log_impersonation
E. glide.sys.admin_login

Answer(s): E

QUESTION: 287
What process allows users to create, categorize, review, approve and browse important
information in a centralized location that is shared by the entire organization?

A. Self Service Management

B. Knowledge Management
C. Business Information Management
D. Information Portal Management
E. Knowledge-Centered Management

Answer(s): B

QUESTION: 288
A colleague wants to rearrange the columns on their My Work List. Once the user has navigated
to the list, where should they navigate to select and arrange the columns?

A. Right click on any column header, Context Menu > Con gure > List Layout
B. Click List Context Menu > Con gure > List Layout
C. Click List Context Menu > Personalize List
D. Click Personalize List

Answer(s): C

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QUESTION: 289
You are looking at a list of Active Incidents. You want to exclude Incidents with the state of
Resolved. How might you do that?

A. On Search, select State, type not Resolved, press enter

B. On State column title, right-click, select Filter Out > Resolved
C. On the list of records, locate and right-click on the Resolved value, select Filter Out
D. On the list of records, locate and right-click on the Resolved value, select Exclude
E. Click Funnel icon, click AND, Select Resolved, is Not, State, click Run

Answer(s): E

QUESTION: 290
Roles can inherit permissions from other roles. Which role inherits all of the permissions of the
catalog role, and the user_criteria_admin role, plus has permissions to create Items and
Services?

A. Sys Admin [sys_admin]

B. Catalog Admin [catalog_admin]
C. Catalog Author [sn_catalog_write]
D. Item Admin [sn_item_admin]

Answer(s): B

QUESTION: 291
What component of the ServiceNow infrastructure de nes every table and eld in the system?

A. Schema
B. Field Map
C. Table Class Manager
D. Dictionary
E. Data Atlas

Answer(s): D

QUESTION: 292
Which data consistency settings can be achieved using UI Policy? (Choose three.)

A. Setting elds to accept the data in an expected format

B. Setting elds to accept the data with `n' number of characters
C. Setting elds hidden
D. Settings elds read-only
E. Setting elds mandatory

Answer(s): A, B, D

QUESTION: 293
A customer wants to use a client script to validate things on a form in order to make sure the
submission makes sense. What type of client script would you recommend to meet this
requirement?

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A. onSubmit()
B. onSubmission()
C. onUpdate()
D. onLoad()

Answer(s): A

QUESTION: 294
An order from the Service Catalog has been placed. Two records in the Platform are created as
a result.

Which two records are associated with this newly ordered item? (Choose two.)

A. A record of sc_req_item table

B. A record of sc_task
C. An incident record
D. A change record
E. A problem record

Answer(s): A, B

QUESTION: 295
What action will allow you to personalize layouts of columns in a list?

A. Context Menu > View > Personalize

B. Click Gear Icon > Personalize window options > Select the appropriate columns
C. Select the column to be personalized and right at the header > Choose the options to
personalize
D. Select the column to be personalized > Click Edit icon (Pencil) > Choose the options to
personalize

Answer(s): B

QUESTION: 296
An order for new o ce equipment has been placed through the Service Catalog. How would you
view the lists of requests after the orders have been placed?

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A. All > Tables and Columns > Tasks

B. In the Navigation Filter, type "requests.list" and press the Enter key
C. All > Service Catalog > Requests
D. All > Service Catalog > Open Records > Items

Answer(s): C

QUESTION: 297

Which path would you take to access the table con guration page from a form?

A. The Form Context menu > View > Show Table

B. The Form Context menu > View > Table
C. The Form Context menu > Con gure > Dictionary
D. The Form Context menu > Con gure > Table

Answer(s): D

QUESTION: 298
Which admin role is required to make changes to High Security Settings?

A. high_sec_admin
B. sn_acl_admin
C. admin
D. security_admin

Answer(s): D

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