Automated Chatting agent available on the service portal is commonly referred to as?

• Agentless Bot
• Chatbot
• Alexa
• System Bot
• Virtual Agent

Virtual Agent

Virtual Agent

What helps users perform common tasks, obtain information, and make decisions?

• Virtual Agent
• Virtual Attendant
• Jarvis
• Augmented Attendant
• Alexa Now

�

Virtual Agent

Virtual Agent

What is a conversation bot that provides help to users day or night?

• Virtual Attendant
• Watson
• Virtual Agent
• Augmented Agent
• IA Agent

Virtual Agent

Virtual Agent

How can users interact with agents at their convenience through Virtual agent?

• Synchronous chat in the web channel
• Asynchronous chat in the web channel
• Proactive Messaging in the web channel
• Offline mode in the web channel

Asynchronous chat in the web channel

Asynchronous chat in the web channel

Virtual agent capabilities include which three of the following?

• Answering FAQs
• Elevated role functions
• Providing tutorial (�how to�) information
• Performing diagnostics
• Translating conversations

Answering FAQs
Providing tutorial (�how to�) information
Performing diagnostics

Answering FAQs
Providing tutorial (�how to�) information
Performing diagnostics

Select three things a Virtual Agent can access:

• Flows & Workflows
• Knowledge Bases
• Service Catalog
• Playbooks created with the Process Automation Designer
• System records

Knowledge Bases
Service Catalog
System records

Knowledge Bases
Service Catalog
System records

The ServiceNow virtual agent provides assistance within a messaging interface.

Which capability allows end users to configure virtual agent to intercept and help resolve submitted incidents?

• Incident Intercept Resolution
• Problem Auto Resolution
• Web Intelligence
• Issue Auto Resolution
• Virtual Agent helper
• Ticket Resolver

�

Issue Auto Resolution

Issue Auto Resolution

Restate three support tasks can be automated using a virtual agent using the list below.

• Perform diagnostics
• Provide information
• Translating conversations
• Answering FAQs
• Translating FAQs

Perform diagnostics
Provide information
Answering FAQs

Perform diagnostics
Provide information
Answering FAQs

Link unfurling enables previews of which three kinds of URLs are in virtual agent conversations?

• Tasks
• Texts
• Work notes
• Videos
• Images
• Email notifications

Texts
Videos
Images

Texts
Videos
Images

Name three purposes of the Virtual Agent is to help users?

• Perform common work tasks
• Update financial records
• Obtain information
• Make decisions

Perform common work tasks
Obtain information
Make decisions

Perform common work tasks
Obtain information
Make decisions

Which conversational interface allows you to preview and modify a catalog item in catalog builder?

• Catalog annotator
• Service Portal Connect Chat
• Virtual Agent
• Native Connect Chat

Virtual Agent

Virtual Agent

• Translating Languages
• Querying or updating records (for example, get the status on cases or incidents)
• Gathering data, such as attachments, for the agent
• Performing Elevated role functions
• Resolving multi-step problems

Querying or updating records (for example, get the status on cases or incidents)
Gathering data, such as attachments, for the agent
Resolving multi-step problems

Querying or updating records (for example, get the status on cases or incidents)
Gathering data, such as attachments, for the agent
Resolving multi-step problems

Which three from the list below, does Virtual Agent offer a web-based interface for?

• BlackBerry
• Service Portal
• iOS
• Android

Service Portal
iOS
Android

Service Portal
iOS
Android

How can you deactivate link unfurling feature in Virtual agent conversations?

• By updating system property cs.re_enable_link_unfurling to true.
• By deactivating UI scripts
• By deactivating Business Rules
• By updating system property com.glide.cs.enable_link_unfurling to false.
• By deactivating Client Scripts
• By updating system property com.glide.cs.disable_link_unfurling to true.

By updating system property com.glide.cs.enable_link_unfurling to false.

By updating system property com.glide.cs.enable_link_unfurling to false.

Which three, third-party messaging apps are supported by Virtual Agents?

• Workplace
• Microsoft Teams
• Slack
• Google Hangouts

Workplace
Microsoft Teams
Slack

Workplace
Microsoft Teams
Slack

What generates a content-rich preview when a supported link is shared in a conversation with a user, a virtual agent, or in a text-based bot response.

• Link sharing
• Link unfurling
• Web client unfurling
• Channel unfurling
• Link furling

Link unfurling

Link unfurling

Each update set is stored in the _______� table?

• update_set
• Incident
• sys_update_xml
• sys_update_set

sys_update_set

Each update set is stored in the Update Set [sys_update_set] table
Customizations that are associated with the update set, which are entries in the Customer Update [sys_update_xml] table, appear as a related list on the update set record.

sys_update_set

Which two of the following is not captured in an update set?

• Homepages
• Access Control Rules
• Business Rules
• Data Records

Homepages
Data Records

Homepages
Data Records

Navigate here to create an update set:

• All > System Definition > Local Update Sets
• All > System Security > Local Update Sets
• All > System Properties > Local Update Sets
• All > System Update Sets > Local Update Sets

All > System Update Sets > Local Update Sets

All > System Update Sets > Local Update Sets

To retrieve an update set from a remote instance, in the Production instance, navigate to:

• All > System Update Sets > Retrieved Sources
• All > System Update Sets > Committed Sources
• All > System Definition > Update Sources
• All > System Update Sets > Update Sources
• All >�Update Sets > Update Sources

All > System Update Sets > Update Sources

To retrieve an update set from a remote instance, in the Production instance, navigate to�All > System Update Sets > Update Sources�and select the sub-production/development instance with the completed update set you want to commit.�

All > System Update Sets > Update Sources

Select a true statement from below with respect to Update Sets.

• CMDB records are captured in Update Sets
• Do not move the default update set between instances
• Homepages are captured in Update Sets
• Data Records are captured in Update Sets

Do not move the default update set between instances

Do not move the default update set between instances

What is an update set?

• A server-side script that runs when a record is displayed, inserted, updated, or deleted, or when a table is queried.
• Group of one or more changes that can be moved from one instance to another all together.
• A series of tables and fields that store information about the Configuration Items (CIs) owned by your organization.
• One method of security that restricts access to data by requiring users to pass a set of requirements before they can interact with it.

Group of one or more changes that can be moved from one instance to another all together.

Group of one or more changes that can be moved from one instance to another all together.

What happens to changes on the same object in multiple update sets when update sets are merged?

• The most recent change to the object will be saved in the merged update set
• Multiple versions of the change are stored in multiple update sets
• All update sets for that object will be removed automatically from the merged update set

The most recent change to the object will be saved in the merged update set

The most recent change to the object will be saved in the merged update set

Navigate here to to upload an update set:

• All > Update Sets > Retrieved Update Sets
• All > System�Definition�> Retrieved Update Sets
• All > System Security > Retrieved Update Sets
• All > System Update Sets > Retrieved Update Sets

All > System Update Sets > Retrieved Update Sets

ServiceNow recommends limiting Update Sets to a maximum of _____ records to reduce the number of potential conflicts and make it easier to identify and review changes.

• 1000
• 100
• 300
• 500

100

Does this apply to records forced to an update set as well?

100

What is a group of one or more changes that can be moved from one instance to another?

• Change Collection
• Update Set
• Business Rules
• Configuration Items

Update Set

Update Set

Name three types of records are not captured in an update set by default? (3)

• Data records
• Dashboards
• Business Rules
• Access Control rules
• Homepages

Data records
Dashboards
Homepages

Data records
Dashboards
Homepages

Which of the following is correct regarding new groups, new CIs , new user?

• No one can create them. Only automated data exists
• They can be created by end users
• They are not captured in update sets

They are not captured in update sets

They are not captured in update sets

What are the steps for applying an update set to an instance? (3)

• Copy
• Retrieve
• Preview
• Delete
• Commit

Retrieve
Preview
Commit

Retrieve
Preview
Commit

Where can you view a series of customizations?

• Update set
• System Log
• History
• All of the above
• None of the above

Update set

Update set

Navigate here to to retrieve an update set:

• All > Update Sets > Retrieved Update Sets
• All > System Update Sets > Retrieved Update Sets
• All > System�Definition�> Retrieved Update Sets
• All > System Security > Retrieved Update Sets

All > System Update Sets > Retrieved Update Sets

All > System Update Sets > Retrieved Update Sets

Navigate here to export an update set:

• All >�System Update Sets > Local Update Sets
• All > System Security > Local Update Sets
• All > System Properties > Local Update Sets
• All > System Update Sets�> Update Sets�>�Export

All >�System Update Sets > Local Update Sets

Select four true statements about scope:

• Determines which of the application's resources are available to other applications in the instance.
• Determines which discovery resources are available to other applications in the instance.
• Protects applications by identifying and restricting access to available artifacts and data.
• Prevents naming conflicts and allows the contextual development environment to determine what changes, if any, are permitted.
• Is assigned to an application when it is first created and cannot be changed.
• Is not assigned to an application when created and can be changed.

Determines which of the application's resources are available to other applications in the instance.
Protects applications by identifying and restricting access to available artifacts and data.
Prevents naming conflicts and allows the contextual development environment to determine what changes, if any, are permitted.
Is assigned to an application when it is first created and cannot be changed.

Determines which of the application's resources are available to other applications in the instance.
Protects applications by identifying and restricting access to available artifacts and data.
Prevents naming conflicts and allows the contextual development environment to determine what changes, if any, are permitted.
Is assigned to an application when it is first created and cannot be changed.

Name the� table where Update Sets write changes to?

• sys_db_object
• sys_update_xml
• glide.ui.per_page
• sys_update

sys_update_xml

sys_update_xml

• True
• False

False

Revert an update set by backing the update set when required.

False

What is the state an update set must be in to transfer it to another instance?

• Preview
• Complete
• Ignore
• In progress

Complete

Complete

Update sets cannot be merged.

• True
• False

False

False

What is common between CIs, Users, Groups?

• They are stored in the same base table cmdb
• Any changes to these are not captured in an update set
• All�changes to these are captured in an update set

Any changes to these are not captured in an update set

Any changes to these are not captured in an update set

To load data for an update set, navigate to:

• All > System Import�> Load Data
• All > System Import Sets > Load Data
• All> System Definition�>Load Data
• All>System Import Sets>Import Data

All > System Import Sets > Load Data

What is the format of an exported Update Set?

• XML
• CSV
• HTML
• TXT

XML

XML

Select three types of tasks available via All > Service Desk >�My Work:

• Add a User
• Requests
• Security Cases
• Visual Task Board Tasks
• Add a Group

Requests
Security Cases
Visual Task Board Tasks

All > Service Desk >�My Work lists all active tasks specifically assigned to you including:

• Change Requests
• Group Approvals
• Incidents
• Knowledge Base Submissions
• Requests
• Security Cases
• Visual Task Board Tasks

Requests
Security Cases
Visual Task Board Tasks

Service Desk > My Work

Service Desk > My Work

Select three items that Visual Task Boards allow you to do:

• Manage your tasks through a visual, drag-and-drop interface
• Create users to streamline processes
• Identify process bottlenecks at a glance
• Modify SLAs for all of your accounts
• Track activity to view updates all in one place
• Create groups to speed things up

Manage your tasks through a visual, drag-and-drop interface
Identify process bottlenecks at a glance
Track activity to view updates all in one place

Manage your tasks through a visual, drag-and-drop interface
Identify process bottlenecks at a glance
Track activity to view updates all in one place

What is any record that can be assigned or completed by a user?

• Form
• Function
• Problem
• Task

Task

Task

When using sorting criteria for Visual task boards who has access to create, edit, or delete the criteria?

• Anyone who possesses the task_organizer_role
• Owner of the VTB
• Anyone who the VTB is shared with
• Anyone who possesses the vtb_admin role
• Users of the VTB with vtb_user role

Owner of the VTB

Owner of the VTB

What ensures that tasks do not fall by the wayside by notifying users when tasks have been untouched for a predefined period of time?

• Business monitors
• Inactivity dial
• Inactivity monitors
• Business gauges

Inactivity monitors

Inactivity monitors

What is the sequence of conditions in an SLA definition?

• Start, Hold, Halt
• Start, In Progress, Stop
• Begin, Hold, Halt
• Start, Pause, Stop

Start, Pause, Stop

Start, Pause, Stop

Which table stores the Task SLA records for the SLA's attached to particular tasks?

• task_sla
• sla_ola
• sla
• sla_ula
• None of the Above

task_sla

task_sla

What is SLM?

• Service Level Management
• Server Limit Management
• Service Line Management
• All of the above
• None of the above

Service Level Management

Service Level Management

What automatically assigns tasks to users or groups?

• Assignment Rules
• Auto Complete
• Auto Update
• Handler

Assignment Rules

Assignment Rules

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

• Service Level Definitions
• Under Pinning Contracts
• Customer Level Agreements
• Service Level Agreements

Service Level Agreements

Service Level Agreements

Real-time editing allows you to edit records in real-time as well as see edits (indicated by a pulse icon) saved by other users using interfaces or devices such as (name four):

• Visual Task Boards
• Service Portal
• Studio
• ServiceNow Mobile apps
• App Engine
• Apple Watch
  

Visual Task Boards
Service Portal
ServiceNow Mobile apps
Apple Watch

Visual Task Boards
Service Portal
ServiceNow Mobile apps
Apple Watch

System Policy > Rules > Assignment

System Policy > Rules > Assignment

Which of the following three statements best describes Tasks?

• Tasks lead to quicker resolution times
• Tasks can only be performed once
• Tasks are repeatable processes
• Tasks minimize the possibility of human error

Tasks lead to quicker resolution times
Tasks are repeatable processes
Tasks minimize the possibility of human error

Tasks lead to quicker resolution times
Tasks are repeatable processes
Tasks minimize the possibility of human error

Where can we create SLAs, OLAs and Underpinning Contracts?

• Configuration Management
• Incident
• Service Level Management
• Service Catalog

Service Level Management

Service Level Management

What is a collaboration tool with special user interface for presenting tasks?

• Visual Task Board
• Connect Chat
• Virtual Task Board
• IntegrationHub

Visual Task Board

Visual Task Board

Name three things from below that best describe Tasks?

• Minimize human error
• Can only be performed once
• Lead to quicker resolutions
• Repeatable Process

Minimize human error
Lead to quicker resolutions
Repeatable Process

Minimize human error
Lead to quicker resolutions
Repeatable Process

As it relates to Task Management, SLA is an abbreviation for what?

• Simple Level Agreement
• Service Level Agreement
• Service Level Analysis
• Service License Agreement

Service Level Agreement

Service Level Agreement

Which module displays a list of tasks assigned to a user's group, but not yet assigned to an individual user?

• My Teams Work
• My Groups Work
• My Groups Tasks
• My Teams Tasks

My Groups Work

My Groups Work

Comments are visible by all users?

• True
• False

True

Question needs more specifics. Is this only in reference to Comments on tasks?

True

Name three things Visual Task Boards allow you to do:

• Manage your tasks through a visual, drag-and-drop interface
• Identify process bottlenecks at a glance
• Add users to the system
• Track activity to view updates all in one place
• Uses machine-learning algorithms to determine field values

Manage your tasks through a visual, drag-and-drop interface
Identify process bottlenecks at a glance
Track activity to view updates all in one place

Manage your tasks through a visual, drag-and-drop interface
Identify process bottlenecks at a glance
Track activity to view updates all in one place

Types of SLA (SLA, OLA, UC) are defined in which field?

• Retroactive Start
• Condition Field
• Type Field
• Duration

Type Field

Type Field

Select three different types of Visual Task Boards from the list below.

• Flexible
• Customized
• Guided
• Framed
• Freeform

�

Flexible
Guided
Freeform

Flexible
Guided
Freeform

What is a Service Desk application menu to locate all work assigned to your team?

• Service Desk > My Assignments
• Service Desk > My Groups Work
• Service Desk > Inbox
• Service Desk > Task Board
• Service Desk > My Work

Service Desk > My Groups Work

Service Level Management > Properties > SLA Engine

Service Level Management > Properties > SLA Engine

What is a Service Desk application menu to locate all work assigned to you?

• Service Desk > My Assignments
• Service Desk > Inbox
• Service Desk > Task Board
• Service Desk > My Work

Service Desk > My Work

Service Desk Modules:

• Caller
• Incidents
• Knowledge
• My Work
• My Groups Work
• My Approvals
• SLAs (My Work, My Groups Work
• Password Reset
• Service Desk

Service Desk > My Work

Name four Elements of a Visual Task Board (VTB), from the list below.

• Title
• System ID
• Cards
• Lanes
• Quick Panels
• Copy URL

Title
Cards
Lanes
Quick Panels

Title
Cards
Lanes
Quick Panels

Select four types of tasks available via All > Service Desk >�My Work:

• Change Requests
• Group Approvals
• Incidents
• Knowledge Base Submissions
• Adding users to groups

Change Requests
Group Approvals
Incidents
Knowledge Base Submissions

Change Requests
Group Approvals
Incidents
Knowledge Base Submissions

What uses machine-learning to determine field values during creation?

• Predictive Intelligence
• Robotic Process Automation
• Classification Algorithm
• Handler
• Artificial Intelligence

Predictive Intelligence

Predictive Intelligence

Who is ServiceNow's founder:

• Brad Tilton
• Pierre Omidyr
• Jack Dorsey
• Fred Luddy
• Chuck Tomasi
• Beth Anglin

Fred Luddy

Fred Luddy

What is the quickest way to navigate back to a recently viewed record?

• Expand All Applications
• Impersonate the user
• Navigate to corresponding list
• Select the record from the History tab

Select the record from the History tab

Select the record from the History tab

What creates a new record and closes the form?

• Update
• Submit
• Insert and Stay
• Copy Incident

Submit

Submit

Configuration > Suggested Relationships

Configuration > Relationships > Suggested Relationships

Where do users personalize their user interface?

• System Settings
• Custom UI
• Control Panel
• User Preferences

System Settings

`Course the label just says Settings...

System Settings

What is the Now Platform's cloud-based computing model?

• Infrastructure-as-a-Service
• Application Platform-as-a-Service (aPaaS)
• Software-as-a-Service (SaaS)
• Platform-as-a-Service

�

Application Platform-as-a-Service (aPaaS)

Application Platform-as-a-Service (aPaaS)

What are the three Now Platform interfaces?

• Now Platform User Interface
• ServiceNow Mobile Apps
• Service Portal
• Workspace

Now Platform User Interface
ServiceNow Mobile Apps
Service Portal

Now Platform User Interface
ServiceNow Mobile Apps
Service Portal

What are users without any assigned role permissions?

• Zero Trust
• itil
• Self-Service users
• Null Users
• Non Users

Self-Service users

Self-Service users

Which feature in ServiceNow helps improve Collaborative Efforts?

• User impersonation
• Groups
• User Presence

User Presence

User Presence

What is the real-time messaging tool called?

• Connect Chat
• Now Chat
• Connect Now
• LiveCom
• All of the above

Connect Chat

Connect Chat

Select three options available in the user menu.

• Elevate Roles
• Turn off notifications
• Logout
• Impersonate User
• Export to pdf

Elevate Roles
Logout
Impersonate User

Elevate Roles
Logout
Impersonate User

What's a module and application in the example Incident > create new

• Incident is an application and create new is the module
• Incident is a module and create new is an application
• Incident and create new both are applications
• Incident and create new both are modules

Incident is an application and create new is the module

Incident is an application and create new is the module

What is used to search the whole instance for records?

• Global Finder
• Control Panel
• Explorer
• Global Search

Global Search

Global Search

There are 3 ways to interact with the Now platform.

Select the three Now Platform interfaces from list below:

• Next Experience Unified Navigation
• Next Experience
• Now Mobile App
• Next Mobile App
• Service Portal
• Customer Portal

Next Experience Unified Navigation
Now Mobile App
Service Portal

Next Experience Unified Navigation
Now Mobile App
Service Portal

Which plugin allows users to install multiple applications, application customizations or plugins at once?

• Multiple integration and process delivery (MIPD) Spokebatch install
• Application Integration and Plugin Delivery (AIPD) Spokebatch install
• Continuous Integration and Continuous Delivery (CICD) Spokebatch install
• Quick Integration and Multiple Delivery (QIMD)

Continuous Integration and Continuous Delivery (CICD) Spokebatch install

Continuous Integration and Continuous Delivery (CICD) Spokebatch install

The first time you log into a Next Experience instance, ______________ is available to help you get acquainted with the unified navigation.

• a Welcome Component
• an Onboarding Component
• a Newby Component

an Onboarding Component

an Onboarding Component

Multiple choice, single line text, and select box are what type of elements in ServiceNow?

• Order Guides
• Request Types
• Variable Types
• Related Lists

Variable Types

Variable Types

Name four features of the main screen element for Banner Frame in the Next Experience Unified Navigation:

• Global Search
• Search
• User Menu
• Help Icon
• Contextual App Pill
• Contextual Help

Global Search
User Menu
Help Icon
Contextual App Pill

Global Search
User Menu
Help Icon
Contextual App Pill

What role is required to publish reports in ServiceNow?

• report_publish
• report_publisher
• publish_report
• report_import

report_publisher

report_publisher

The database name for the user table is _______?

• user
• user list
• admin_user
• sys_user
• system_user

sys_user

sys_user

Which is selected to impersonate another user?

• User menu
• Application Navigator
• System settings
• Magnifying glass

User menu

User menu

Which plugin needs to be activated in order to translate the content of a catalog item to multiple languages?

• Translation framework plugin
• Localization framework plugin
• Language AI framework plugin
• Multiple Language framework plugin

Localization framework plugin

Localization framework plugin

Where in ServiceNow can users author cross-enterprise workflows and create a single and unified process?

• Process Playbook Designer
• Visual Task Boards
• Flow Designer
• Process Automation Designer
• Workflow

Process Automation Designer

Process Automation Designer

Which statement below is true with respect to Insert & Update?

• Inset updates an existing record, update saves a new record, both options close the form.
• Insert creates a new record, update saves an existing record, both options close the form and return to the list view of records.
• Insert creates a new record, update saves an existing record, with both options user is left in form view.

Insert creates a new record, update saves an existing record, both options close the form and return to the list view of records.

Insert creates a new record, update saves an existing record, both options close the form and return to the list view of records.

Name�four features of the main screen element for All Menus in the Next Experience Unified Navigation:

• All (Applications & Modules)
• History
• Global Search
• Navigation Filter
• Favorites
• Forms

All (Applications & Modules)
History
Navigation Filter
Favorites

All (Applications & Modules)
History
Navigation Filter
Favorites

If the end user wants to report an incident, where do they navigate on the service portal?

• In the infrastructure Services Category in the Service Catalog
• In the Software Category in the Service Catalog
• In the Quick Links Category in the Service Catalog
• In the Can We Help You? Category in the Service Catalog

In the Can We Help You? Category in the Service Catalog

In the Can We Help You? Category in the Service Catalog

Name three of the Useful features headings:

• Start you day here
• Welcome mat
• Understand key data through visuals
• Expand your knowledge
• Save knowledge

Start you day here
Understand key data through visuals
Expand your knowledge

Start you day here
Understand key data through visuals
Expand your knowledge

Which of the three workflow types does the Now Platform provide?

• Employee
• Customer
• End User
• Information Technology (IT)

Employee
Customer
Information Technology (IT)

Employee
Customer
Information Technology (IT)

Which two OSs are available for Now Mobile:

• BlackBerry OS
• Apple iOS
• Google Android
• Symbian
• Windows Mobiles

Apple iOS
Google Android

Apple iOS
Google Android

What icon marks any application or module as a favorite?

• Gear
• Triangle
• Star
• Circle

�

Star

Star

What displays customized messages for users to see at login?

• Embedded Help
• UI16
• Welcome Page
• System Guide

Welcome Page

Does anyone use welcome pages for a landing page? Most companies favor dashboards for login page.�

Welcome Page

Which rule applies to only one field on a record?

• *.table
• table.field
• table.none
• table.*

table.field

table.field

What is the new UI�released in San Diego called?

• UX Now
• The Now Experience UI
• UI17.0
• The Next Experience UI
• UI Builder
• UI16.0

The Next Experience UI

The Next Experience UI

What is the Guided Setup completion indicator of an empty circle mean?

• Task is not activated
• Task has not yet started
• Percentage of the task complete
• Indicates task is complete
• Indicates task is canceled

Task has not yet started

Task has not yet started

As it relates to ServiceNow ITIL is an abbreviation for what?

• Information Technology Information Log
• Information Technology Index Loop
• Information Technology Information Library
• Information Technology Infrastructure Library

Information Technology Infrastructure Library

Information Technology Infrastructure Library

What creates a new record and keeps the form open?

• Save
• Update
• Insert and Stay
• Insert

Insert and Stay

Insert and Stay

Which of the following is the primary way to interact with the applications and data in a ServiceNow Instance? (Rome Question)

• Service Portal
• Workplace
• Now Platform UI
• Now Mobile

Now Platform UI

Now Platform UI

Which property prevents users from creating homepages or editing existing ones when set to true?

• com.glideapp.home.deactivate_homepages
• com.glideapp.home.deprecate_homepages
• com.glideapp.home.disable_homepages
• com.glideapp.home.lock_homepages

com.glideapp.home.deprecate_homepages

com.glideapp.home.deprecate_homepages

The abbreviation HI stands for:

• High Incident
• Help Interactive
• Help Info
• Hosted Instance

Hosted Instance

Hosted Instance

Which base system role can perform actions of a helpdesk tech?

• itil
• maint
• workflow_admin
• tech
• agent

itil

itil

Where do you navigate to report an incident?

• Software category
• Quick Links category
• Can we help you? category
• Infrastructure Services category

Can we help you? category

Who looks at this? Does this really help people use ServiceNow to meet customer requirements? This seems like useless memorization.

Can we help you? category

By default, the History menu shows:

• The past fifty entries
• The past thirty history entries
• The past one hundred entries

The past thirty history entries

The past thirty history entries

What lets you see who is online when working in an instance?

• Profile Monitor
• User Status
• User Presence
• who-is
• who.is

User Presence

User Presence

What is the main screen element where homepages and dashboards appear?

• Banner Frame
• Application Navigator
• Banner Content
• Content Frame

Content Frame

Content Frame

The applications delivered by ServiceNow are divided into four different workflows:

• IT Workflows

• Employee Workflows
• End User Workflows
• Customer Workflows
• Creator Workflows
• Customer advocate Workflows

IT Workflows
Employee Workflows
Customer Workflows
Creator Workflows

This used to be three, but the new edition is Creator Workflows.

IT Workflows
Employee Workflows
Customer Workflows
Creator Workflows

Select the three main elements of the ServiceNow platform user interface.

• Banner Content
• Application Navigator
• Application Frame
• Content Frame
• Banner Frame
• Banner Navigator

Application Navigator
Content Frame
Banner Frame

Application Navigator
Content Frame
Banner Frame

What is a set of users who share a common purpose called?

• Group
• Collection
• Subscription
• Membership

Group

Group

How many Support Centers & Data Centers does service now have?

• 30 Support Centers & 10 Data Centers
• 10 Support Centers & 10 Data Centers
• 100 Support Centers & 10 Data Centers

10 Support Centers & 10 Data Centers

10 Support Centers & 10 Data Centers

Name two of the Next Experience Unified Navigation Useful Features component:

• Introduces tools to help with work
• Work assigned to your group
• Explore additional resources
• Work assigned to you

Introduces tools to help with work
Explore additional resources

Introduces tools to help with work
Explore additional resources

Now Learning automatically notifies partners when badges are earned?

• True
• False

False

More shameless self-promotion that does not lend to helping the user understand the system.

False

What's the name of the application navigator search box?

• Type filter text
• Navigation filter
• Favorites filter
• Modules filter

Navigation filter

Navigation filter

The Now Platform is an example of which cloud computing model?

• Software-as-a-Service (SaaS)
• Platform-as-a-Service (PaaS)
• Application Platform-as-a-service (aPaaS)
• Infrastructure-as-a-service (IaaS)

�

Application Platform-as-a-service (aPaaS)

Application Platform-as-a-service (aPaaS)

Which field type displays records from another table?

• Reference
• Choice
• String
• Attachments

Reference

Reference

Which new application replaces the mobile onboarding app, which was deprecated in San Diego release?

• Now Mobile for HR Onboarding
• Now Mobile App for HR Service Delivery
• Mobile Onboarding Service Center
• Now Onboarding
• Next Experience Mobile Onboarding

Now Mobile App for HR Service Delivery

Now Mobile App for HR Service Delivery

Name the three Now Platform interfaces:

• Next Experience Unified Navigation
• App Engine Studio
• Now Mobile App
• Service Portal
• Workspace

Next Experience Unified Navigation
Now Mobile App
Service Portal

Next Experience Unified Navigation
Now Mobile App
Service Portal

What is a single email that summarizes activity?

• Email Digest
• Email Summary
• Newsletter
• Survey
• Activity Digest

Email Digest

Email Digest

What can users use to communicate with other users in ServiceNow?

• System chat
• Connect Chat
• Now Messenger
• Virtual Agent

Connect Chat

Connect Chat

Name�three features of the main screen element for the Content Frame�in the Next Experience Unified Navigation:

• User Menu
• Forms
• List of records
• Favorites
• Home pages & Dashboards

Forms
List of records
Home pages & Dashboards

Forms
List of records
Home pages & Dashboards

Which of the items below does not show in the History tab in application navigation?

• Dashboards
• Forms
• UI Pages
• Records

UI Pages

UI Pages

What is the main screen element where History tab appears?

• Content Frame
• Banner Content
• Application Navigator
• Banner Frame

Application Navigator

Application Navigator

You cannot deactivate a plugin, once it has been activated.

• True
• False

True

True

Which mobile application is designed to interact with customer support and is not customizable?

• Now Mobile
• HI Support
• Now Support
• Mobile Onboarding
• Now Onboarding

Now Support

Now Support

ITSM is an abbreviation for what?

• Information Technology System Metrics
• Information Technology Support Manager
• Information Technology Service Management
• Information Technology Security Management

Information Technology Service Management

More specifics should be applied to question. Example In the world of ITIL, ITSM is an abbreviation for what?

Information Technology Service Management

One key differentiator of the Now Platform is its:

• Multi-instance architecture
• Multi-tenant architecture
• Multi-cloud architecture

Multi-instance architecture

Multi-instance architecture

What feature do you use to create, manage, and modify applets for ServiceNow mobile?

• Mobile App Builder
• Mobile Studio
• Mobile Designer
• Mobile card Designer
• Now Mobile Creator

Mobile Studio

Mobile Studio

What is the tool to quickly find applications and modules called?

• Finder
• Control Panel
• Navigation Filter
• Global Search
• Application Search

Navigation Filter

Navigation Filter

Impersonation is used for ___________.

• Checking Access
• Testing and Visibility

Testing and Visibility

Testing and Visibility

What is the single source for all of your ServiceNow course content and Certifications?

• Now University
• Now Academy
• Now Learning
• SNU
• SNUG

Now Learning

This is propaganda, developer.servicenow.com also has ServiceNow course content, knowledge of which is required for certifications.

Now Learning

What is the URL for useful resources and information produced by ServiceNow?

• community.servicenow.com
• docs.service-now.com
• community.service-now.com
• docs.servicenow.com
• None of the above

docs.servicenow.com

docs.servicenow.com

What helps narrow down search results?

• Containers
• Wildcard Characters
• Context Finder
• Platform Locator

Wildcard Characters

Wildcard Characters

Which of these applications is available to all users?

• Change
• Incident
• Facilities
• Self-Service

Self-Service

Self-Service

What are the three levels of super badges for Now Creators?

• Pro
• Legend
• VIP
• Star

Pro
Legend
Star

Shameless self-promotion, I do not see how this helps understand using the system. Now creators will be going away soon as per documentation.

Pro
Legend
Star

All modules and sections within the service desk application
Any module with a name containing "services"

All modules and sections within the service desk application
Any module with a name containing "services"

Where to click to always return back to Home?

• Gear
• Magnifying Glass
• Logo
• Star

�

Logo

Most customers change this to displaying dashboards when Logo is clicked or something else useful.

Logo

What are the people who want to get skills and earn badges and share their success in the NOW ecosystem called?

• Now Creators
• Now Scouts
• Now Learners
• Partner Spokes

Now Creators

The Now Creators program is retiring on May 11, 2022 as per https://www.servicenow.com/success/now-creators.html.

Now Creators

What are the three delivered workflows?

• IT
• Employee
• Customer
• End User

IT
Employee
Customer

IT
Employee
Customer

Settings(gear icon) > Theme

Settings(gear icon) > Theme

A group is a:

• Collection of permissions
• Collection if Tasks
• Set of users who share a common purpose
• Individuals who you granted access to your ServiceNow instance
• Set of members to a subscription

Set of users who share a common purpose

Set of users who share a common purpose

What is the primary way to interact with applications and data in ServiceNow?

• Workspace
• Now Mobile
• Now Platform UI
• Service Portal

Now Platform UI

Now Platform UI

How can an admin user flush the system cache?

• By typing flush_cache.do in the navigation filter
• By typing flush_sys_cache.do in the navigation filter
• By typing cache.do in the navigation filter
• By typing flush_system_cache.do in the navigation filter

By typing cache.do in the navigation filter

By typing cache.do in the navigation filter

What is the primary way to interact with an Instance's apps & data?

• Now Mobile
• Now Platform User Interface
• Service Portal
• Workspace

Now Platform User Interface

Now Platform User Interface

What are the three main screen elements of the Now Platform User Interface?

• Banner Frame
• Application Frame
• Application Navigator
• Banner Content
• Content Frame

Banner Frame
Application Navigator
Content Frame

Banner Frame
Application Navigator
Content Frame

Management of all ServiceNow hosted instances, including upgrades, is performed using:

• ServiceNow HELP
• The Now Support (HI) (formerly known as HI Service Portal)
• ServiceNow Community
• ServiceNow Website
• docs.servicenow.com

The Now Support (HI) (formerly known as HI Service Portal)

The Now Support (HI) (formerly known as HI Service Portal)

What is the main screen element where Connect Chat icon appears?

• Banner Frame
• Application Navigator
• Content Frame
• Banner Content

Banner Frame

Banner Frame

Restate three Visualization components displayed on Next Experience Unified Navigation:

• Social media streams
• Information specific to the logged in user
• Reporting metrics
• A list of assigned tasks
• Your calendar

Information specific to the logged in user
Reporting metrics
A list of assigned tasks

Information specific to the logged in user
Reporting metrics
A list of assigned tasks

You need to go back and review a record you just looked at recently. What is one of the quickest ways to navigate back to the same record?

• Expand every application in the All applications tab.
• Select the record from the History tab.
• Navigate back to its corresponding list.
• Impersonate another user.

Select the record from the History tab.

Select the record from the History tab.

Which two of the following would be included in the results when entering "service" in the Navigation filter?

• Only applications with a name containing "service".
• All modules and sections within the Service Desk application.
• All modules within the Service Desk application.
• Only applications, sections, and modules with the names containing "services".
• Any module with a name containing "services".

�

All modules and sections within the Service Desk application.
Any module with a name containing "services".

All modules and sections within the Service Desk application.
Any module with a name containing "services".

A role is a:

• A set of users delegated to perform different tasks
• A collection of tasks
• Set of members to a subscription
• A collection of permissions
• Set of users who share a common purpose

A collection of permissions

A collection of permissions

Name four best practices when configuring Assignment Rules or Predictive Intelligence? (4)

• Setting an Assignment group and User based on Category and Subcategory.
• Setting a User based on Category and Subcategory.
• Setting an Assignment group and User based on the short description.
• Setting an Assignment group based on Category and Subcategory.
• Setting an Assignment group based on Subcategory (Category = None).

Setting an Assignment group and User based on Category and Subcategory.
Setting a User based on Category and Subcategory.
Setting an Assignment group and User based on the short description.
Setting an Assignment group based on Category and Subcategory.

Setting an Assignment group and User based on Category and Subcategory.
Setting a User based on Category and Subcategory.
Setting an Assignment group and User based on the short description.
Setting an Assignment group based on Category and Subcategory.

What ServiceNow objects are not tracked in the History tab of the Application Navigator?

• Report Creation
• UI Pages and non-standard interfaces
• Form submission
• Incidents

UI Pages and non-standard interfaces

UI Pages and non-standard interfaces

What creates a new record and closes the form?

• Save
• Insert
• Insert & Stay
• Copy Incident

Insert

Insert

Boolean operators in global search must all be in caps?

• True
• False

True

True

What is a one-stop shop for managing all your ServiceNow accomplishments?

• Now Creator
• Now Profile
• Now Cert Hub
• Now Community

Now Profile

In the system this is called Now Community Profile. Is Now Profile still a correct answer? Also, seems like the question is sales attempt directed at admins as opposed to system knowledge.

Now Profile

What are the three main tab elements of the Application Navigator?

• History
• Reading List
• All Applications
• Favorites

History
All Applications
Favorites

All Applications becomes just All in Next Experience Unified Navigation.

History
All Applications
Favorites

What icon do you select to personalize the UI system settings?

• Question Mark
• Logo
• Gear
• Magnifying Glass

Gear

Gear

• Google
• Bing
• Zing
• Baidu

Zing

Zing

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

• A Data Policy runs on both Client and Server side
• A UI Policy runs on both Client and Server side

A Data Policy runs on both Client and Server side

A Data Policy runs on both Client and Server side

When you open a service catalog and click the order button what gets created?

• REQ >RITM >TASK
• Task
• Item

REQ >RITM >TASK

REQ >RITM >TASK

From the list below, which is created in ServiceNow when you order an item from the Service Catalog?

• Problem
• Request
• Change Request
• Incident
• Catalog

Request

Request

What are the options available for tailoring a catalog item to meet specific needs?

• Categories
• Catalog Items
• Business Rules
• Variables

Variables

Variables

Where do you navigate for the Service Catalog?

• Self Service > Service Catalog
• System Properties > My Catalog
• System properties > Service Catalog
• Self Service > My Catalog

Self Service > Service Catalog

Which three aspects of the service catalog application can a user with only the Catalog Administrator role manage?

• Catalog Items
• Scripting functions
• Catalogs
• Categories
• Business Rules

Catalog Items
Catalogs
Categories

Catalog Items
Catalogs
Categories

How is a laptop request fulfilled in the Service Catalog?

• Guided Setup
• Order an Item
• Request a Service
• Record Producer

Order an Item

Order an Item

To ensure that standard service catalog processes are followed, such as initiating workflows as expected:

• Create requested item records from record producers. Instead of creating requested item using catalog items.
• Do not create requested item records from record producers. Instead, create requested item using catalog items.

Do not create requested item records from record producers. Instead, create requested item using catalog items.

Do not create requested item records from record producers. Instead, create requested item using catalog items.

Do not create requested item records from record producers. Instead, create requested item using catalog items.

Service catalog > Catalog Definitions > Maintain Items

Service catalog > Catalog Definitions > Maintain Items

What represents multiple related request items grouped together as one request?

• Catalog Item
• Variable Set
• Order Guide
• Record Producer

Order Guide

Order Guide

Which two items from below match the features of a Record Producer?

• Order a mobile phone
• Create an incident
• HR Case
• Password reset

Create an incident
HR Case

Create an incident
HR Case

What is the purpose of an Order Guide?

• To request items in a sequence
• To bundle similar items to be requested by the user
• To group items categorically
• To retrieve items by subcategory

To bundle similar items to be requested by the user

To bundle similar items to be requested by the user

Which of the two items are not stages in Service Catalog fulfillment?

• Waiting for order (In Progress)
• Approved
• Pending (has not started)
• Fulfillment (In Progress)
• Sending
• Completed

Waiting for order (In Progress)
Sending

Waiting for order (In Progress)
Sending

To create a new variable set, navigate to:

• All > Service Catalog > Catalog Variables > Variable Sets
• All > Service Catalog>Catalog Variables>�Maintain Items
• All > Service Catalog>Catalog Variables> Variables
• All > Service Catalog> Variable Sets

All > Service Catalog > Catalog Variables > Variable Sets

What are the groups of items displayed on a catalog homepage?

• Variables
• Business Rules
• Categories
• Catalog Items

Categories

Categories

What is created when a user order orders several items? (3)

• A variable
• One or more Service Catalog Task (SCTASK) records
• A request (REQ) record
• A Request Item (RITM) record
• A variable set

One or more Service Catalog Task (SCTASK) records
A request (REQ) record
A Request Item (RITM) record

I have never liked this question because you can create catalog items that do not generate tasks. I have seen catalog items that create records or requests without tasks.

One or more Service Catalog Task (SCTASK) records
A request (REQ) record
A Request Item (RITM) record

Which of the three things listed below are created when an order is placed for a catalog item?

• RITM
• SCTASK
• VAR
• REQ

RITM
SCTASK
REQ

Only REQ & RITM is created by default. SCTASK depends on workflow or flow. A SCTASK related list is created but the list is empty by default.

RITM
SCTASK
REQ

Service Catalog Flow consists of:

• A list of tasks to complete the fulfillment process triggered by events
• A fulfillment process with a set of actions and can send notifications to nominated users and groups
• A fulfillment process which cannot send notifications but creates events

A fulfillment process with a set of actions and can send notifications to nominated users and groups

A fulfillment process with a set of actions and can send notifications to nominated users and groups

Views

Who can manage all aspects of the Service Catalog, except scripting functions?

• Administrator
• Catalog Manager
• Catalog Editor
• Catalog Administrator

Catalog Administrator

Catalog Administrator

Where do you navigate to edit a catalog item?

• Create Incident
• Maintain Items
• Service Portal
• Service Catalogs

Maintain Items

Actually Service Catalog > Catalog Definitions > Maintain Items

Maintain Items

Name three facts about Service catalog categories.

• Categories cannot not have a parent-child relationship.
• Categories can have a parent-child relationship, such as IT and Laptops.
• A child category is a subcategory of its parent category. Each Catalog Item, Order Guide, Record Producer, Content Item, and subcategory appears as a single item within the category.
• In the Service Catalog, users locate a category for an item or service they want to order, and then click the subcategory link.
• A base category is a subcategory of its parent category. Each Catalog Item, Order Guide, Record Producer, Content Item, and subcategory appears as a single item within the category.

Categories can have a parent-child relationship, such as IT and Laptops.
A child category is a subcategory of its parent category. Each Catalog Item, Order Guide, Record Producer, Content Item, and subcategory appears as a single item within the category.
In the Service Catalog, users locate a category for an item or service they want to order, and then click the subcategory link.

Categories can have a parent-child relationship, such as IT and Laptops.
A child category is a subcategory of its parent category. Each Catalog Item, Order Guide, Record Producer, Content Item, and subcategory appears as a single item within the category.
In the Service Catalog, users locate a category for an item or service they want to order, and then click the subcategory link.

From the list below name three Service Catalog Management Roles:

• catalog_manager
• catalog_editor
• catalog_publisher
• catalog_admin

catalog_manager
catalog_publisher
catalog_admin

Roles starting with catalog_
catalog_template_editor
catalog_channel_analyzer
catalog_builder_editor_blank_template
catalog_builder_editor
catalog_view_masked
catalog_item_designer
catalog_manager
catalog_editor
catalog_lookup_manager
catalog_lookup_admin
catalog_admin

catalog_manager
catalog_publisher
catalog_admin

What are three common Service Catalog variable types?

• Reference
• Source
• Multiple Choice
• Select Box

Reference
Multiple Choice
Select Box

Reference
Multiple Choice
Select Box

Which of the two items are not stages in Service Catalog fulfillment?

• Waiting for approval (In Progress)
• Closed
• Approved
• Deployment Fulfillment

Closed
Deployment Fulfillment

Closed
Deployment Fulfillment

What is a collection of variables that can be reused across multiple catalog items?

• VAR Collections
• Lists
• Variable Sets
• Variable Groups

Variable Sets

Variable Sets

Restate the Catalog Administrator role from selections below:

• catalog_editor
• catalog_admin
• catalog_manager
• admin

catalog_admin

catalog_admin

Select the option below with types of variables in a Catalog item.

• Characters, Images, Field Lists
• Multiple Choice, Select boxes, Checkboxes
• Multiple Select, Select Boxes, Checkboxes

Multiple Choice, Select boxes, Checkboxes

Multiple Choice, Select boxes, Checkboxes

Which three items from below match the features of ordering an item?

• Mobile phone
• Create an incident
• Laptop
• HR Case
• Software request

Mobile phone
Laptop
Software request

Mobile phone
Laptop
Software request

Select two roles required to update catalog items.

• catalog_admin
• config_admin
• asset
• catalog_creator
• admin

catalog_admin
admin

catalog_admin
admin

Where would you go to create an order guide

System properties > css

Service catalog > catalog definition > order guides and click new

Go to system definition > choice list

Service catalog > catalog definition > order guides and click new

Service catalog > catalog definition > order guides and click new

What three things from the list below may be created when an order is place for a catalog item?

• A Variable
• A RITM
• A Variable Set
• One or more sc_task records
• A REQ

A RITM
One or more sc_task records
A REQ

A RITM
One or more sc_task records
A REQ

What is a robust ordering systems for users to request services and products?

• Store Front
• Service Catalog
• Service Portal
• Order Guide

Service Catalog

Service Catalog

Under which circumstance is the delegated request experience not supported?

• If a single request for an item was made on behalf of multiple users
• If two step checkout is enabled
• If catalog item for self service is restricted
• If the request was made using "Request for" variable type

If two step checkout is enabled

If two step checkout is enabled

Which two items from below match the features of requesting a service?

• Password reset
• Order a mobile phone
• Create an incident
• New electrical drop

Password reset
New electrical drop

"New electrical drop" is a horrible example. Thanks, ServiceNow.

Password reset
New electrical drop

Where to find Fulfilment Tasks for an REQ in ServiceNow?

• Fulfillment Number (FNUM) > RITM > TSK (Number)
• Fulfillment Number (FNUM) > REQ > TSK (Number)
• Request Number (REQ) > RITM > TSK (Number)

Request Number (REQ) > RITM > TSK (Number)

Request Number (REQ) > RITM > TSK (Number)

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

• Plan
• Flow
• Roadmap
• Workflow

Flow
Workflow

Why are Workflow & Flow referred to as "steps". These are "applications" why do they become steps for this question.

Flow
Workflow

How is a password reset fulfilled in the Service Catalog?

• Request a service
• Order an item
• Record producer
• Guided Setup

Request a service

Request a service

How is an HR Case fulfilled in the Service Catalog?

• Order an item
• Guided Setup
• Record Producer
• Request a Service

Record Producer

Record Producer

How is a software request fulfilled in the Service Catalog?

• Record Producer
• Guided Setup
• Order an item
• Request a service

Order an item

Order an item

From the end user's perspective, how are the products and services in the service catalog organized?

• Tickets and Requests
• Task and Subtasks
• Incidents and Problems
• Categories and Subcategories

Categories and Subcategories

When creating a catalog item via Maintain Items, Subcategories are not on form out of box. Subcategories can be found by locating parent category on sc_category table and reviewing Category list. So, never really called "subcategory" in system.

Categories and Subcategories

What presents multiple catalog items grouped together logically as one request?

• Order Guide
• Catalog Item
• Variable Set
• Record Producer
• Record Guide

Order Guide

Order Guide

Sequence in a catalogue form is determined by?

• Sequence field on the variable form
• Order field on the variable form
• Date of data creation of the variables

Order field on the variable form

Order field on the variable form

How do users generally access the Service Catalog from the portal?

• Under Request Something
• Under System Status
• In the Knowledge Base
• In the Community

Under Request Something

Under Request Something

When using the Service Portal, how do end users typically access the service catalog?

• Under System Status
• Under Request Something
• In the Knowledge Base
• In the Community

Under Request Something

Under Request Something

Which of the following items does the Service Catalog include?

• Catalog items, record producers, change records
• Catalog items, record producers, content items, incidents
• Catalog items, record producers, content items
• Catalog items, record producers, content items, problems

Catalog items, record producers, content items

Catalog items, record producers, content items

Which is the correct path for getting to Record Producers?

• Self Service > Record Producers
• Service Catalog > Catalog Definitions > Record Producers
• Service Catalog > Catalogs > Record Producers

Service Catalog > Catalog Definitions > Record Producers

A REQ in Service Request management is used to denote what?

• An Asset
• An Order
• a Group
• A CI
• A Task

An Order

An Order

What are the three things a user with only Catalog Administrator role can manage?

• Catalog Items
• Catalogs
• Categories
• Business Rules

Catalog Items
Catalogs
Categories

Catalog Items
Catalogs
Categories

How are products and services in the Service Catalog organized.

• Tickets and Requests
• Tasks and Subtasks
• Incidents and Problems
• Categories & Subcategories

Categories & Subcategories

Categories & Subcategories

All > Self-Service > Service Catalog

Which one is a server-side script?

• UI Script
• Validation Script
• Business Rule
• Client Script

Business Rule

Business Rule

What is the language used for ServiceNow Scripting?

• Swift
• NASM
• JavaScript
• Java
• C++

JavaScript

JavaScript

Business Rule

Business Rule

Which script runs when a record is displayed, inserted, updated, deleted, or when a table is queried?

• Business Rule
• Client Script
• UI Policy

Business Rule

Business Rule

Which of the following statements is true about scripting in ServiceNow?

• It is easier to debug and fix configuration changes vs. a script after an upgrade. Therefore, it is considered good practice to customize your instance without scripting.
• It is easier to debug and fix a script vs. configuration changes after an upgrade. Therefore, it is considered good practice to customize your instance with scripting.

It is easier to debug and fix configuration changes vs. a script after an upgrade. Therefore, it is considered good practice to customize your instance without scripting.

It is easier to debug and fix configuration changes vs. a script after an upgrade. Therefore, it is considered good practice to customize your instance without scripting.

What type of client script runs when a cell on a list changes value through use of the List editor?

• onSubmit()
• onCellEdit()
• onChange()
• onLoad()
• onCellChange()

onCellEdit()

onCellEdit()

Below are the types of Client Scripts, select four correct answers.

• onSubmit
• onUpdate
• onDelete
• onLoad
• onCellEdit
• onChange
• onCreate

onSubmit
onLoad
onCellEdit
onChange

onSubmit
onLoad
onCellEdit
onChange

What are the scripts that run in a web browser called?

• Server-side
• Transform Maps
• Script Includes
• Client-side

Client-side

Client-side

Which two run scripts client-side?

• Business Rule
• Script Include
• UI Policy
• Client Script

UI Policy
Client Script

UI Builder for Now Platform has Client Side Script Includes.

UI Policy
Client Script

Business rules are real time

• True
• False

False

False

Which of the following are true regarding UI Policies?

• They run only on server side
• All the UI Policies of task table are not extended by the incident table
• Based on the condition, it can be decided when to make it visible/hidden
• They run on the cloud side

Based on the condition, it can be decided when to make it visible/hidden

Based on the condition, it can be decided when to make it visible/hidden

Select two true statements from below

• UI policies only enforces on data entered into a form or list (passing through the UI).
• Data Policies only enforces on data entered into a form or list (passing through the UI).
• Data Policies are applied to all data entered into the platform: form (UI), import sets, or web services.
• UI Policies are applied to all data entered into the platform: form (UI), import sets, or web services.

UI policies only enforces on data entered into a form or list (passing through the UI).
Data Policies are applied to all data entered into the platform: form (UI), import sets, or web services.

UI policies only enforces on data entered into a form or list (passing through the UI).
Data Policies are applied to all data entered into the platform: form (UI), import sets, or web services.

Which two from list below run scripts client side?

• Business Rule
• Client Script
• Script Include
• UI Policy

Client Script
UI Policy

Client Script
UI Policy

What do you configure to instruct fields how to behave on a form when a UI policy is triggered?

• UI Actions
• Client Script
• Data Policy
• UI Policy Action

UI Policy Action

UI Policy Action

Which statement is correct with respect to Business rules:

• A Business Rule must run before a database action
• A piece of JavaScript
• A Business Rule must run after a database action

A piece of JavaScript

A piece of JavaScript

What do client request + server response =?

• Single trip
• Round trip
• Multiple trip
• None of the above

Round trip

Round trip

What are the client scripts that run when a particular field changes value?

• onCellEdit()
• onChange()
• onLoad()
• onSubmit()

onChange()

Tricky trick question. No mention of whether in form view or list view. Seems like onCellEdit could also be a correct answer.

• onLoad(): Runs when a form is loaded.
• onChange(): Runs when a particular field changes value.
• onSubmit(): Runs when a form is submitted.
• onCellEdit(): Runs when a cell on a list changes value.

�

onChange()

Select two things from below that JellyScripting is used for?

• UI Macros
• UI Policy
• UI Action
• Content Management System

UI Macros
Content Management System

UI Macros
Content Management System

To turn on the Save button/UI Action that show �Save�, �Insert�, and �Insert and Stay� buttons on forms navigate to:

• All > System Properties > UI Properties
• All > System Definition > UI Properties
• All > System UI > UI Properties
• All > System Security > UI Properties

All > System Properties > UI Properties

What is the shared scratchpad object?

• g_scratchpad
• u_scratchpad
• gs.scratchpad
• sys_sp_obj
• sys_obj_sp

g_scratchpad

g_scratchpad

Select two facts about Business Rules:

• Which User and Groups have access
• What table to run against and timing (before or after insert and more)
• What conditions to evaluate, and what script to run based on the evaluation
• What forms to evaluate, and what list to display based on the evaluation

�

What table to run against and timing (before or after insert and more)
What conditions to evaluate, and what script to run based on the evaluation

What table to run against and timing (before or after insert and more)
What conditions to evaluate, and what script to run based on the evaluation

On the client script, which of the following variables cannot be used?

• g_form
• producer.variable
• jslog
• gs.include()

gs.include()

gs.include()

What are used to automate business logic for a particular application or process?

• Flows
• Triggers
• Actions
• IntegrationHub Spokes

Flows

Flows

Select an item from below that can be found in the Report Designer tab Configure:

• Define the report grouping
• Enter a report name, source type, and a table or Data source
• Select the report visualization format

Define the report grouping

Define the report grouping

Name three types of charts categorized as Multidimensional reports in ServiceNow.

• Single Score
• Heatmap
• Column
• Bubble
• Multi-level pivot table

Heatmap
Bubble
Multi-level pivot table

Heatmap
Bubble
Multi-level pivot table

In ServiceNow Report Designer, what can be used to�aggregate�field values?

• Integer abbreviations
• Standard deviation calculations
• Data based visualization domains
• Float field metrics

Standard deviation calculations

Standard deviation calculations

How do you get to the new dashboard that allows instance administrators to proactively monitor system health?

• Plugins
• Import Center
• IntegrationHub
• Dashboards Landing Page
• ServiceNow Store

Dashboards Landing Page

Dashboards Landing Page

Select an item from below that can be found in the Report Designer tab�Type:

• Select the report visualization format
• Choose colors title and chart properties
• Enter a report name
• Enter a source or table

Select the report visualization format

Select the report visualization format

Which dashboard� allows instance administrators to proactively monitor system health?

• Instance Owner Dashboard
• Application Insights Dashboard
• System Administrator Dashboard
• CMDB Dashboard

Application Insights Dashboard

Application Insights Dashboard

Name the Report Designer tab where you select the report visualization format?

• Style
• Data
• Type
• Configure

Type

Type

Usually _____ is detected for a shorter amount of time than it takes to detect an anti-signal. In this case, the application shows a simple "_____" message. No notifications are sent and no action is necessary.

• anti-signal
• no signal
• non signal
• signal

no signal

no signal

Which ServiceNow dashboard shows the compliant security checks in a system?

• PCI Compliance Monitor score
• PCI Configuration Controls score
• PCI Compliance Manager score
• PCI Security Center score
• PCI Compliance Center score

PCI Configuration Controls score

PCI Configuration Controls score

By default, a report is shared with:

• All users and groups
• All roles
• Only groups that the report creator belongs to
• The report creator only

The report creator only

The report creator only

The KPI _____ application considers the following behaviors to 'signal' special cause variation:

• Anti-Signals
• Signals
• Non-Signals
• No Signal

Signals

Signals

When using the performance analytics application in the Now platform, what kind of KPI signals are used to make decisions that statistically support long term workflow stability?

• Stability-signals
• long-term-signals
• Anti-signals
• Non-signals

Anti-signals

Anti-signals

Who is a report shared with by default?

• All roles
• Only groups that the creator belongs to
• The report creator only
• All users and groups

The report creator only

The report creator only

How is report data grouped when generating a report from a list?

• By date
• By user
• By the column clicked
• By sys_id
• None of the above

By the column clicked

By the column clicked

�The _____ lets you know that your workflow is under control.

• no signal
• anti-signal
• non-signal
• signal

anti-signal

anti-signal

Which of the below items relates to a metric in ServiceNow reporting?

• A report gauge available for dashboards
• Measures and evaluates the effectiveness of IT Service Management process
• Measures and evaluates the effectiveness of the CMDB
• Measure the time between two date fields

Measures and evaluates the effectiveness of IT Service Management process

Measures and evaluates the effectiveness of IT Service Management process

What are three types of Visual Task Boards?

• Guided
• Variable
• Flexible
• Freeform

Guided
Flexible
Freeform

This seems to be more marketing data as opposed to system knowledge. Options available as per docs.servicenow.com-

With Visual Task Boards you can:

• Create a freeform board�
• Create a data driven board
• Delete a task board
• Add or modify task board lanes
• Add users to boards
• Add cards

"

Guided
Flexible
Freeform

Which phase of the Report designer lets you define the Group by attribute?

• Style
• Type
• Configure
• Data

Configure

Configure

What lets users share Widgets like Reports and Performance Analytics visualizations?

• Control Panel
• Responsive Dashboards
• Analytics Filter
• Visual Analytics Board

Responsive Dashboards

Responsive Dashboards

Which of the following are valid report sharing options? (5)

• Add to homepage
• Publish
• Export to PDF
• Add to dashboard
• Clone
• Schedule
• Share

Publish
Export to PDF
Add to dashboard
Schedule
Share

Publish
Export to PDF
Add to dashboard
Schedule
Share

Name five types of charts categorized as Time Series in ServiceNow.

• Heatmap
• Area
• Bubble
• Column
• Line
• Spline
• Step Line

Area
Column
Line
Spline
Step Line

Area
Column
Line
Spline
Step Line

Select an item from below that can be found in the Report Designer tab�Style:

• Define the report grouping
• Enter a report name, source type, and a table or Data source
• Choose colors title and chart properties
• Select the report visualization format

Choose colors title and chart properties

Choose colors title and chart properties

What is the tool that allows you to create and distribute your own reports?

• Visual Task Board
• Control Panel
• Report Designer
• Report Filter
• Report Buddy

Report Designer

Report Designer

Name the two report types that can be created from list view of records.

• Bar Chart
• Time Series�
• Pie Chart
• List report
• Single Score

Bar Chart
Pie Chart

Bar Chart
Pie Chart

Which Report Designer tab allows you to enter report name and source type:

• Style
• Type
• Configure
• Data
• Report Name

Data

Data

Name four types of charts categorized as Bars in ServiceNow.

• Bar
• Histogram
• Column
• Horizontal Bar
• Pareto
• Dial

�

Bar
Histogram
Horizontal Bar
Pareto

Bar
Histogram
Horizontal Bar
Pareto

Name three types of charts categorized as Scores in ServiceNow.

• Pie
• Dial
• Semi-donut
• Single Score
• Funnel
• Speedometer

Dial
Single Score
Speedometer

Dial
Single Score
Speedometer

What is an example of a Time Series Chart?

• List
• Bar
• Single Score
• Speedometer
• Line

Line

Line

Which Report Designer tab allows you to choose colors & title?

• Data
• Style
• Configure
• Type

Style

Style

Select two options that can be accessed from the Reporting module from list below.

• From the Form view
• From the Column Header in a list view
• From the Form designer
• View/Run application module

From the Column Header in a list view
View/Run application module

From the Column Header in a list view
View/Run application module

Where do reports appear after you create them?

• Reports > View/Run
• ServiceDesk > My Reports
• Performance Analytics > Reporting
• Reports > Newly Created

Reports > View/Run

Reports > View/Run

Select an item from below that can be found in the Report Designer tab Data:

• Define the report grouping
• Select the report visualization format
• Enter a report name, source type, and a table or Data source
• Choose colors title and chart properties

Enter a report name, source type, and a table or Data source

Enter a report name, source type, and a table or Data source

What is the recommended way to share a report

• Download as PDF
• Email an attachment
• Share the report
• Publish to an instance URL

Share the report

Share the report

When KPI Signals does not detect abnormal variation for a significant amount of time, it generates _____� _____.

• non-signal
• anti-signal
• no-signal
• signal

anti-signal

anti-signal

What phase of the report designer lets you choose the fields needed in a list report?

• Style
• Type
• Configure
• Data

Configure

Configure

Select five valid report sharing options from the list below.

• Add to dashboard
• Publish
• Schedule
• Add to homepage
• Clone
• Export to pdf
• Share

Add to dashboard
Publish
Schedule
Export to pdf
Share

Add to dashboard
Publish
Schedule
Export to pdf
Share

Responsive Dashboards in the _____� _____ let users share widgets like Reports and Performance Analytics visualizations.

• Banner frame
• Application Navigator
• Content Navigator
• Content frame

Content frame

Content frame

Which phase of the Report designer lets you choose a color scheme for the report visualization?

• Configure
• Data
• Type
• Style

Style

Style

Name three types of charts categorized Pies and Donuts as �in ServiceNow.

• Donut
• Pie
• Pi
• Semi donut
• Cream filled

Donut
Pie
Semi donut

Donut
Pie
Semi donut

What are two report visualizations types that can be generated from a list of records?

• Single score
• Pie chart
• Line chart
• Bar chart

Pie chart
Bar chart

Pie chart
Bar chart

name the Report Designer tab where Report Grouping is defined?

• Style
• Data
• Type
• Configure
• Grouping

Configure

Configure

What is an example of a column and bar chart?

• Donut
• Dial
• Pareto
• Spline

Pareto

Better examples would be a Column chart and a Line chart or a Column chart and a Time Series chart. A Pareto report type displays individual values in descending order by bars, the cumulative percentage of the total is represented by a line.

Pareto

What are the three report sharing options?

• Clone
• Publish
• Export to PDF
• Share

Publish
Export to PDF
Share

Publish
Export to PDF
Share

Name three, items from below about how Predictive Intelligence results in improved efficiency and quality and reduces costs:

• Reducing the amount of time spent resolving tasks
• Reducing the amount of incidents calls
• Reducing the number of interactions required to resolve tasks
• Reducing the number of potential human errors that could occur while categorizing and assigning work
• Reducing the number of financial transactions

Reducing the amount of time spent resolving tasks
Reducing the number of interactions required to resolve tasks
Reducing the number of potential human errors that could occur while categorizing and assigning work

Reducing the amount of time spent resolving tasks
Reducing the number of interactions required to resolve tasks
Reducing the number of potential human errors that could occur while categorizing and assigning work

What allows users to manage which notifications they receive?

• Connect Chat
• Subscriptions
• Now on Now
• System Properties

Subscriptions

Subscriptions

Where can users set their notification subscription preferences?

• Notification settings
• System settings
• Subscription settings
• Email settings

System settings

OoB says simply "Settings".

System settings

What triggers notifications?

• System Events
• Service Level Agreement
• Dot-walking
• Activity Stream

System Events

System Events

Which feature allows users to manage their own notifications?

• Platform Chat
• Connect Chat
• System Properties
• Subscriptions
• Portal Properties

Subscriptions

Subscriptions

Where do you navigate to see the notifications currently defined in the system?

• System Notification > Notifications
• System Notification > Email > Notifications
• System Properties > Notifications
• Notifications > System

System Notification > Email > Notifications

Book had incorrect answer "System Notification > Notifications". I took correct answer from docs.servicenow.com & what I observe in my PDI.

System Notification > Email > Notifications

Regarding inbound email actions, name three types of actions the system can take in response to a user�s message.

• Create custom applications
• Make changes to a system table
• Send the user an email message in reply
• Override agent capacity for selected agents

Make changes to a system table
Send the user an email message in reply
Override agent capacity for selected agents

Make changes to a system table
Send the user an email message in reply
Override agent capacity for selected agents

Where do users set their notification subscription preferences?

• Subscription Settings
• Email Settings
• System Settings
• Notification Settings

System Settings

Actually under System Settings > Notification preferences

System Settings

What item in ServiceNow is used for creating incidents via email?

• Email Actions
• Business Rules
• Email Policies
• Data Policies
• Inbound Actions

Inbound Actions

Inbound Actions

Where to configure "Override the Message HTML" for notifications?

• Which email template
• What will it contain
• When to send
• Who will receive

What will it contain

What will it contain

When configuring an email notification, where can you choose field values from the record to include within the message?

• Select fields pane
• Select variables
• Variables context menu
• Platform variables

Select variables

Select variables

Select three�from the list below to name contents of What it will contain:

• Select variable values to include in subject or message
• Override the message HTML
• Define conditions to be met
• Identify if a record insert or update results in the notification
• Apply an email template

Select variable values to include in subject or message
Override the message HTML
Apply an email template

Select variable values to include in subject or message
Override the message HTML
Apply an email template

What are the three tabs used to configure an email notification?

• When to send
• Which email template
• Why send
• What it will contain
• Who will receive

When to send
What it will contain
Who will receive

When to send
What it will contain
Who will receive

Which three tabs are used to configure an email notification?

• What it will contain
• When to send
• Who will receive
• Which email template
• What the subjects is

�

What it will contain
When to send
Who will receive

What it will contain
When to send
Who will receive

What is used to preview how the Notification will appear to the user?

• Preview Notification
• Impersonate User
• Sneak Peek
• Auto preview

Preview Notification

Preview Notification

How can administrators utilize the same content for different notification channels?

• Configure default notification content
• Set up related notification content
• Enable actionable notification content
• Provide common notification content

Provide common notification content

Provide common notification content

Which feature allows users to manage which notifications they receive about various activities occurring in the platform?

• Now on Now
• Subscriptions
• Platform Chat
• ServiceNow Mobile

Subscriptions

Subscriptions

What are the actions that the system takes in response to messages from users?

• Triggers
• Inbound Email Actions
• Assignment Rules
• Auto Feedback

Inbound Email Actions

Inbound Email Actions

When a request is rejected, a notification is sent and sets the status to rejected.

• True
• False

True

True

Notifications in the Now Platform occur through which of the following three methods?

• Virtual Agent
• Email
• Meeting Invitation
• SMS
• Workplace Chat

Email
Meeting Invitation
SMS

What the heck is a meeting invitation in ServiceNow?

Email
Meeting Invitation
SMS

What are the three methods where notifications appear?

• Virtual Agent
• Email
• SMS
• Meeting Invitation

Email
SMS
Meeting Invitation

What the heck is a meeting invitation in ServiceNow?

Email
SMS
Meeting Invitation

Select two from the list below to name contents of When to send:

• Define conditions to be met
• Make the notification Subscribable
• Identify if a record insert or update results in the notification
• Select variable values to include in subject or message results in the notification

Define conditions to be met
Identify if a record insert or update results in the notification

Define conditions to be met
Identify if a record insert or update results in the notification

User presence
Activity stream
Connect chat
Work notes

Additional comments are used to communicate with customers or other non technical folks.

User presence
Activity stream
Connect chat
Work notes

Where is "make the notification subscribe-able by users" located?

• Which email template
• Who will receive
• When to send
• What it will contain

Who will receive

Who will receive

Users can set their notification subscription preferences by navigating to:

• User menu > Subscriptions
• System Settings > Notification Preferences
• System Properties > Notification Preferences

System Settings > Notification Preferences

What are the two types of actions the system can take in response to a user's message?

• Send the user an email message in reply
• Update the welcome page
• Print the requested record
• Make changes to a system table

Send the user an email message in reply
Make changes to a system table

Send the user an email message in reply
Make changes to a system table

Where do you configure "Define conditions to be met" for Notifications?

• What it will contain
• Which email template
• When to send
• Who will receive

When to send

When to send

What allows users to manage which notifications they receive?

• ServiceNow Mobile
• Subscriptions
• Now on Now
• Platform Chat

Subscriptions

Subscriptions

Name three different methods for Notifications in the now platform.

• Virtual Agent
• SMS
• Email
• Workplace Chat
• Meeting Invitation
• Connect Bot

SMS
Email
Meeting Invitation

SMS
Email
Meeting Invitation

You can verify your Notification was sent correctly using:

• All > System Mailboxes > Outbound > Outbox
• All > System Mailboxes > Inbound > Outbox
• All > System Mailboxes > Inbound > Inbox
• All > System Mailboxes > Outbox

All > System Mailboxes > Outbound > Outbox

All > System Mailboxes > Outbound > Outbox

What type of notification allow users to know when knowledge articles are about to expire?

• Agent Workspace
• SMS
• Self-Service Notifications
• Email

Email

Email

Select two from the list below to name contents of Who will Receive:

• Select variable values to include in subject or message
• Select Users or Groups from field values on the notification record
• Make the notification Subscribable
• Apply an email template

Select Users or Groups from field values on the notification record
Make the notification Subscribable

Select Users or Groups from field values on the notification record
Make the notification Subscribable

How to navigate to emails sent/received out/in �from the Now platform Application navigator?

• System Logs > Emails
• System Policy > Email > Email
• System Notification > Email
• System Notification > Email > Emails

System Logs > Emails

System Logs > Emails

Which context menu allows you to export data from the list view?

• List Title Context menu
• Record Context menu
• List Column Context menu
• Form Context menu

List Column Context menu

List Column Context menu

What are the filter conditions also known as?

• Filed Values
• Title Bars
• Breadcrumbs
• Column Heading
• Bread dots

Breadcrumbs

Breadcrumbs

Name four things that the list interface consists of:

• A title bar
• Favorites
• Filters
• Breadcrumbs
• Columns of data
• Dashboards

A title bar
Filters
Breadcrumbs
Columns of data

A title bar
Filters
Breadcrumbs
Columns of data

Name three ways to create a favorite?

• Drag the breadcrumbs of a filters list to the Favorites tab
• Drag an individual record to the Favorites tab
• Select the personalization gear icon
• Select the start of its corresponding section
• Select the star of its corresponding application or module

Drag the breadcrumbs of a filters list to the Favorites tab
Drag an individual record to the Favorites tab
Select the star of its corresponding application or module

Drag the breadcrumbs of a filters list to the Favorites tab
Drag an individual record to the Favorites tab
Select the star of its corresponding application or module

A filter is a set of conditions applied to a table to help you find and work with a subset of data. In the Now Platform, filter conditions are also referred to as:

• Column Headings
• Filed values
• Breadcrumbs
• Title Bars

Breadcrumbs

Breadcrumbs

What allows you to filter the list data using natural language, instead of the condition builder?

• Natural Language Query
• Artificial Intelligence Query
• Natural Predictive Intelligence

Natural Language Query

Natural Language Query

How can you modify field data in a list view without opening the record?

• Column editor
• Field editor
• List editor
• table editor

List editor

List editor

What does the list editor do?

• It shows the average response time of your ServiceNow instance
• It displays the processing time, including the total time, network latency and browser rendering and parsing
• It allows you to update the record without having to open a form
• All of the above
• None of the above

It allows you to update the record without having to open a form

It allows you to update the record without having to open a form

What are the two list versions?

• v3
• v0
• v1
• v2

v3
v2

v3
v2

Which role is required to change list layout?

• configure_list
• personalize_list_control
• list_control
• personalize_list
• list_admin

personalize_list

personalize_list

What is a set of conditions applied to a table to work with a subset of data?

• Record
• List
• Filter
• Field

Filter

Filter

What context menu is available for each value in a list?

• List column context menu
• List filter context menu
• List field context menu
• List title menu

�

List field context menu

List field context menu

Where are breadcrumbs in ServiceNow?

• The menu on each column header
• The menu at the top of a list
• The filter conditions in a list view are referred to as breadcrumbs

Select three items that List Title menu consists of:

• Show
• User
• Refresh List
• Export
• Create Favorite

Show
Refresh List
Create Favorite

Show
Refresh List
Create Favorite

Name two types of context menus ServiceNow provides.

• Filter Context menu
• List Column Context menu
• Form Context menu
• List Filter Context menu

List Column Context menu
Form Context menu

List Column Context menu
Form Context menu

Where do we go in Next Experience UI to create a new view?

• Right click any list context menu and select Configure > List Layout
• Right click any column header and select Configure > List Layout
• Right click any field context menu and select Configure > List Layout

Right click any column header and select Configure > List Layout

Don't like how they call this column header as opposed to list column context menu.

Right click any column header and select Configure > List Layout

What displays actions like quick reports, configuring lists, and exporting data?

• List Context Menu
• Column Context Menu
• Record Context Menu
• Value Context Menu

Column Context Menu

Column Context Menu

Which menu can users access to display actions that involve creating quick reports, configuring lists and exporting data?

• Column context menu
• Record context menu
• Value context menu
• List context menu

Column context menu

Column context menu

Lists provide context menus at three different levels. What are the three names of those context menus?

• List filter context menu
• List title menu
• List fields context menu
• List description menu
• List column context menu

List title menu
List fields context menu
List column context menu

List title menu
List fields context menu
List column context menu

What is part of a filter condition?

• Field, Value, Operation
• Field, Value, Operator
• Field, Condition, Value

Field, Value, Operator

Field, Value, Operator

Which search feature can be used to help narrow down search results in ServiceNow?

• Context Finder
• Wildcard Characters
• Platform Locator
• Containers

Wildcard Characters

Wildcard Characters

What displays a set of records from a table in the content frame?

• Activity Stream
• Workspace
• List
• Form

List