Real ServiceNow Certified System Administrator Study Questions By Jimenez - Page 1

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Question 1
Question Type: MultipleChoice

Which feature helps to define the rules to restrict the permissions of users from viewing and
interacting with data?

Options:
A- Role Assignment Rules
B- Scripted User Rules
C- CRUD Rules
D- User Authentication Rules
E- Access Control (ACL)

Answer:
E

Explanation:
Access Control Lists (ACLs) in ServiceNow define who can read, write, create, or delete records in
the system. ACLs apply to tables, fields, and UI elements.

Option A (Role Assignment Rules) is incorrect because roles grant access but do not define
granular security controls.

Option B (Scripted User Rules) is incorrect because there is no such feature in ServiceNow.

Option C (CRUD Rules) is incorrect because CRUD (Create, Read, Update, Delete) permissions are
enforced through ACLs.

Option D (User Authentication Rules) is incorrect because authentication rules control login
access, not data access.

Reference: ServiceNow Security & Access Control -- ACLs & Security Rules

Question 2
Question Type: MultipleChoice

Which roles are required to configure the form layout using Table Builder? (Choose 2 answers)
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Options:
A- personalize_form
B- app_engine_admin
C- admin
D- read_only_user
E- support_specialist

Answer:
A, C

Explanation:
In Table Builder, only users with appropriate permissions can modify form layouts.

The admin role (Option C) has full access to configure forms, tables, and relationships.

The personalize_form role (Option A) allows users to configure form layouts, but not table
structures.

Option B (app_engine_admin) is incorrect because this role is used for managing custom
applications, not form layouts.

Option D (read_only_user) is incorrect because it does not grant any configuration permissions.

Option E (support_specialist) is incorrect because it is typically for support personnel who handle
incidents and cases, not form design.

Reference: ServiceNow Platform Administration -- Roles & Permissions

Question 3
Question Type: MultipleChoice

Your customer wants to update a notification so it is sent to the Caller's Manager. Which action
supports this requirement?

Options:
A- On the 'Who will receive' tab on the Notification record, add the Caller field, then dot walk to
the Caller's Manager field to add it.
B- On the Notification record, create a flow and include a notification in the flow for 'All receivers'.
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C- On the 'Send to' tab on the Notification record, set 'Who will receive' to Subscribable.
D- On the 'Send to' tab on the Notification record, add the Caller field, then dot walk to the
Caller's Manager field to add it.

Answer:
D

Explanation:
In ServiceNow Notification Configuration, dot-walking allows administrators to reference related
records dynamically.

To send a notification to the Caller's Manager, you need to:

Open the Notification record.

Navigate to the 'Send to' tab.

Add the Caller field.

Use dot-walking to select the Caller's Manager field (e.g., caller_id.manager).

Option A is incorrect because dot-walking is configured under the 'Send to' tab, not the 'Who will
receive' tab.

Option B is incorrect because while Flow Designer can trigger notifications, it does not specifically
configure recipients based on dot-walking.

Option C is incorrect because setting 'Who will receive' to Subscribable is used for opt-in
notifications, not direct notifications to the Caller's Manager.

Reference: ServiceNow Administration -- Notification Configuration & Dot-Walking

Question 4
Question Type: MultipleChoice

How can an administrator modify the layout of a form using Table Builder?

Options:
A- By configuring form sections
B- By changing the database schema
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C- By editing system scripts

Answer:
A

Explanation:
Table Builder is a ServiceNow feature that allows administrators to modify table structures,
configure forms, and manage relationships within a visual interface.

When modifying form layouts in Table Builder, administrators can:

Add, remove, or rearrange fields on the form.

Create new form sections to organize fields logically.

Configure default values and field properties.

Manage related lists and relationships between tables.

Option B (Changing the database schema) is incorrect because modifying form layouts does not
require schema changes (though Table Builder can modify schemas, it's not necessary for layout
changes).

Option C (Editing system scripts) is incorrect because form layout changes do not require
scripting.

Option D (Altering the page header theme) is incorrect because themes affect the UI appearance,
not form structure.

Reference: ServiceNow Platform Fundamentals -- Table Builder & Form Configuration

Question 5
Question Type: MultipleChoice

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

Options:
A- Event
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B- Report
C- Task
D- Flow

Answer:
C

Explanation:
In ServiceNow, a Task is a fundamental record type that represents work that needs to be
completed. Tasks can be assigned to users or groups, tracked through various states, and
eventually marked as closed when the work is completed.

Event (A) refers to a system-generated log of an occurrence (e.g., an email sent or a user action),
but it is not a record that moves through states like a task.

Report (B) is used for analyzing and visualizing data but does not track work progress.

Flow (D) refers to Flow Designer flows, which automate processes but are not individual work
items themselves.

Tasks are widely used across ServiceNow applications, such as Incident Management, Change
Management, and Service Requests, to track and manage work.

Reference: ServiceNow Platform Fundamentals -- Task Management Concepts

Question 6
Question Type: MultipleChoice

If users would like to locate and assign a task to themselves in the Platform, what action could
they perform from the list view to make the assignment? (Choose 2 answers)

Options:
A- Select the record using the check box, then select the Person icon
B- Select the Task number, and select the Assign to me UI action on the form
C- Right-click on the Task number and select the Assign to me option in the menu
D- Double-click on the Assigned to value, type the name of the user, and select the green check
E- Select the record using the check box, then select the Assign To Me UI action on the List
Header
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Answer:
A, B

Explanation:
Detailed

To assign a task to themselves, users in ServiceNow can:

Option A: Use the check box to select the record, then click the Person icon to assign it.

Option B: Select the Task number and use the Assign to me UI action available on the form.
These methods provide quick ways for users to take ownership of tasks directly from the list
view. (Reference: ServiceNow Documentation - Task Assignment and List Actions)

Question 7
Question Type: MultipleChoice

Which storefront is a single location for accessing pre-built spokes to quickly integrate with third-
party services to build and share content?

Options:
A- Integration Spoke Store
B- ServiceNow Store
C- Spoke Store
D- ServiceNow Spoke Store

Answer:
B

Explanation:
Detailed

The ServiceNow Store is the primary marketplace for accessing pre-built integrations, known as
spokes, for ServiceNow. These spokes enable rapid integration with third-party services,
streamlining the development of automation and integration workflows. The store includes
various applications and plugins tailored for ServiceNow workflows, facilitating the quick
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deployment of additional capabilities. (Reference: ServiceNow Documentation - ServiceNow Store

Question 8
Question Type: MultipleChoice

Which actions would you take to edit the title on an application menu? (Choose 2 answers)

Options:
A- Select Configuration > Applications, then select the application
B- Select the form for the Application, then right-click Configure > Form Designer
C- Select the Application name on the Navigator, then select the pencil icon
D- Select System Definitions > Application Menus, then select the application
E- Select System Definition > Dictionary > Application

Answer:
C, D

Explanation:
Detailed

To edit the title of an application menu in ServiceNow:

Option C: Using the Navigator, selecting the application name, and clicking the pencil icon allows
quick title adjustments.

Option D: Going to System Definitions > Application Menus and selecting the application provides
comprehensive options for editing the application menu title and related settings. These
approaches streamline menu customization and improve navigation. (Reference: ServiceNow
Documentation - Application Menu Customization)

Question 9
Question Type: MultipleChoice
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If you have the Impersonate role, what type of user are you not able to impersonate?

Options:
A- Customer
B- VIP
C- System Administrator
D- Approver
E- Catalog User

Answer:
C

Explanation:
Detailed

In ServiceNow, users with the Impersonate role can impersonate other users to troubleshoot and
validate user permissions and experiences. However, System Administrator accounts cannot be
impersonated to maintain security and prevent unintended administrative access. This restriction
ensures that sensitive administrative functions are secure and can only be accessed directly.
(Reference: ServiceNow Documentation - User Impersonation and Security Restrictions)
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