ServiceNow SCA

  1. Which of the following is the primary way to interact with the applications and data in a ServiceNow instance?

    Service Portal
    Workspace
    Now Platform UI
    Now Mobile
    Now Platform UI
  2. A role is a:

    Set of users delegated to perform different tasks
    Collection of tasks
    Set of members to a subscription
    Collection of permissions
    Set of users who share a common purpose
    Individual to whom you have granted access to your ServiceNow instance
    Collection of permissions
  3. A group is a:

    Set of users who share a common purpose
    Collection of permissions
    Collection of tasks
    Individual to whom you have granted access to your ServiceNow instance
    Set of members to a subscription
    Set of users delegated to perform different tasks
    Set of users who share a common purpose
  4. 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)
  5. Which of the following workflow types does the Now Platform provide?

    Select 3 answers from the below options:

    Employee
    Customer
    End User
    Information Technology (IT)
    • Employee
    • Customer
    • Information Technology (IT)
  6. What are the three main screen elements of the Now Platform User Interface?

    Select 3 answers from the below options:

    Banner frame
    Application frame
    Application Navigator
    Banner content
    Content frame
    • Banner frame
    • Application Navigator
    • Content frame
  7. Which of the following would be included in the results when entering "service" in the Navigation filter?

    Select 2 answers from the below options:

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

    *Any applications, sections or modules with names containing "service" (or services, serviced, etc) AND any applications, sections or modules related to those containing "service" would appear.
  8. What do you select to personalize the system settings of the Now Platform user interface?

    Magnifying glass
    Question mark
    Gear
    Logo
    Gear
  9. Which of the following are ways to create a favorite?

    Select 3 answers from the below options:

    Drag the breadcrumbs of a filtered list to the Favorites tab
    Drag an individual record to the Favorites tab
    Select the personalization gear icon
    Select the star of its corresponding section
    Select the star of its corresponding application or module
    • Drag the breadcrumbs of a filtered list to the Favorites tab
    • Drag an individual record to the Favorites tab
    • Select the star of its corresponding application or module
  10. What is selected to impersonate another user?

    User Menu
    Application Navigator
    System settings
    Magnifying glass
    User menu
  11. You need to go back to 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 in the History tab
    Navigate back to its corresponding list
    Impersonate another user
    Select the record in the History tab
  12. Each ServiceNow solution provides its own guided setup.  When implementing IT Service Management (ITSM), where would you navigate in order to update Now Platform user interface branding, including the company logo and colors?

    Select 2 answers from the below options:

    System Properties > Basic Configuration UI16
    System Properties > My Company
    Guided Setup > ITSM Guided Setup
    Team Development > Properties
    • System Properties > Basic Configuration UI16
    • Guided Setup > ITSM Guided Setup
  13. Which of he following branding features can be configured? 

    Select 4 answers from the below options:

    Navigator responses
    Banner image, text and colors
    Navigator position
    Navigator background and text colors
    Browser tab title
    System date/time formatting
    • Banner image, text and colors
    • Navigator background and text colors
    • Browser tab title
    • System date/time formatting
  14. What are some of the benefits often recognized by branding your instance?

    Select 3 answers from the below options:

    Reduce service desk calls
    Accelerate adoption rates
    Create a shared identity
    Gain user trust
    Share comprehensive assignment rules
    • Create a shared identity
    • Gain user trust
    • Accelerate adoption rates
  15. Lists provide context menus at 3 different levels.  What are the names of those context menus?

    Select 3 answers from the below options:

    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
  16. 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
    Field values
    Breadcrumbs
    Title bars
    Breadcrumbs
  17. 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
  18. Which search feature can be used to help narrow down search results in ServiceNow?

    Context finder
    Wildcard characters
    Platform locator
    Containers
    Wildcard characters
  19. A column in a list represents what in the ServiceNow instance?

    A record
    A field
    A filter
    A list
    A field
  20. Which menu provides options related to viewing, configuring, creating favorites and saving form data?

    Form context menu
    Form layout menu
    Form personalization menu
    Form  column menu
    Form context menu
  21. What allows users to see a time stamped history of all actions taken within a record?

    Form history
    Activity stream
    Favorites
    Form activity
    Activity stream
  22. Which field type displays records from another table?

    Reference
    Choice
    String
    Attachments
    Reference
  23. When using Form Designer, icons presented on each field include which of the following?

    Select 3 answers from the below options:

    Edit icon
    Reference icon
    Field icon
    Remove icon
    Handle icon
    • Edit icon
    • Remove icon
    • Handle icon
  24. A field can be added to a table and form by accessing which part of the Form Designer interface?

    Form settings
    Field navigator
    Form views
    Field formatter
    Field navigator
  25. Different form templates can be applied to a form by accessing the:

    Template creator
    Template editor
    Toggle template views
    Template bar
    Template bar
  26. Which of the following is a best practice when configuring Assignment Rules of Predictive Intelligence?

    Select 4 answers from the below options:

    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 solely 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
  27. Which of the following are ways to collaborate with team members on tasks?

    Select 4 answers from the below options:

    User presence
    Additional comments
    Activity stream
    Connect chat
    Comments
    • User presence
    • Activity stream
    • Connect chat
    • Comments
  28. Which tab contains the Activity Stream for a task?

    Conflicts
    Notes
    Related records
    Resolution information
    Notes
  29. Which of the following best describes Tasks?

    Select 3 answers from the below options:

    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
  30. To see the notifications that are currently defined on the Now Platform, you can navigate to:

    System Notification > Email > Notifications
    System definitions > Notifications
    System notification > Definitions
    Notifications > Email > System Notifications
    System Notification > Email > Notifications
  31. 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
  32. Which 3 tabs are used to configure an email notification?

    Select 3 answers from the below options:

    What it will contain
    When to send
    Who will receive
    Which email template
    What the subject is
    • What it will contain
    • When to send
    • Who will receive
  33. 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
  34. Where can users set their notification subscription preferences?

    Notification settings
    System settings
    Subscription settings
    Email settings
    System settings
  35. Notifications in the Now Platform occur through which of the following methods?

    Select 3 answers from the below options:

    Virtual agent
    Email
    Meeting invitation
    SMS
    Workspace chat
    • Email
    • Meeting invitation
    • SMS
  36. Select the report visualization types that can be generated from a list of records.

    Select 2 answers from the below options:

    Pie chart
    Bar chart
    Single score
    Line chart
    • Pie chart
    • Bar chart
  37. Which phase of the Report designer lets you choose a color scheme for the report visualization?

    Configure
    Data
    Type
    Style
    Style
  38. Which phase of the Report designer lets you define the Group by attribute?

    Style
    Type
    Configure
    Data
    Configure
  39. Which of the following are valid report sharing options?

    Select 5 answers from the below options:

    Add to homepage
    Publish
    Export to PDF
    Add to dashboard
    Clone
    Schedule
    Share
    • Publish
    • Export to PDF
    • Add to dashboard
    • Schedule
    • Share
  40. 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
  41. 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
  42. Which of the following are ways an end user can elave feedback about an article?

    Select 3 answers from the below options:

    Leave a comment on the article
    Give 1-5 star rating
    Fill out an article quality index checklist
    Mark the article as helpful or not helpful
    Fill out the knowledge quality survey
    • Leave a comment on the article
    • Give 1-5 star rating
    • Mark the article as helpful or not helpful
  43. Which feature allows end users to post questions and answer the other user questions?

    Neighborhoods
    Social FAQ
    Social Q&A
    Ask ServiceNow
    Social Q&A
  44. What item in the Knowledge Management Service Portal displays articles that have the highest percentage of users marking them helpful?

    Featured
    Most Helpful
    Most Useful
    Most Viewed
    Most Useful
  45. What is the best way to share a knowledge article with another user?

    A permalink
    Sharing the keywords
    Taking a screenshot
    Copying and pasting the text
    A permalink
  46. Which of the following are possible methods of populating a knowledge base with knowledge article?

    Select 3 answers from the below options:

    Integrating with a WebDav compliant source
    Via email to a defined knowledge email address
    Creating articles directly in the ServiceNow platform
    Importing Microsoft Word files
    • Integrating with a WebDav compliant source
    • Creating articles directly in the ServiceNow platform
    • Importing Microsoft Word files
  47. 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
  48. What are the 2 options to define the fulfillment process for a service catalog item?

    Plan
    Flow
    Roadmap
    Workflow
    • Flow
    • Workflow
  49. 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
  50. Which of the following aspects of the service catalog application can a user with only the Catalog Administrator role manage?

    Select 3 answers from the below options:

    Catalog items
    Scripting functions
    Catalogs
    Categories
    Business Rules
    • Catalog items
    • Catalogs
    • Categories
  51. Where does the System Administrator navigate to edit a catalog item?

    Maintain items
    Create incident
    Service Portal
    Service Catalogs
    Maintain items
  52. From the end user's perspective, how are the products and services in the service catalog organized?

    Tickets and Requests
    Tasks and Subtasks
    Incidents and Problems
    Categories and Subcategories
    Categories and Subcategories
  53. Which of the following are Flow Designer triggers?

    Select 3 answers from the below options:

    Application based
    Record based
    Schedule based
    Role based
    • Application based
    • Record based
    • Schedule based
  54. Which of the following are true regarding Flow Designer actions?

    Select 3 answers from the below options:

    Define when the flow is performed
    Represent reusable operations for use across multiple flows
    Can be contained in a spoke
    Require script to develop
    Provide the ability to build your own custom actions
    • Represent reusable operations for use across multiple flows
    • Can be contained in a spoke
    • Provide the ability to build your own custom actions
  55. Which of the following are true regarding Flow Designer?

    Select 3 answers from the below options:

    Provides automation tools
    Requires scripting experience
    Integrates with third party systems
    Saves time
    • Provides automation tools
    • Integrates with third party systems
    • Saves time
  56. Virtual Agent offers a personalized customer experience by automating typical Tier 1 support tasks, including which of the following?

    Select 3 answers from the below option:

    Translating languages
    Answering FAQs
    Performing diagnostics
    Providing how-to information
    • Answering FAQs
    • Performing diagnostics
    • Providing how-to information
  57. The purpose of Virtual Agent is to help users do which of the following?

    Select 3 answers from the below options:

    Perform common work tasks
    Update financial records
    Obtain information
    Make decisions
    • Perform common work tasks
    • Obtain information
    • Make decisions
  58. Which modules can you use to create a new table?

    Select 2 answers from the below options:

    Import tables
    Tables & columns
    Tables
    Create new
    • Tables & columns
    • Tables
  59. What is created by default when you create a new table?

    Select 2 answers from the below options:

    Application menu with the same name as the table label (ex. Infinity)
    Dashboard to manage the tables activity
    Module with the plural of the table label (ex. Infinities)
    A table specific admin role
    • Application menu with the same name as the table label (ex. Infinity)
    • Module with the plural of the table label (ex. Infinities)
  60. Which elevated role is required to modify access control rules?

    acl_admin
    admin
    security_admin
    security_admin
  61. What types of permissions can be configured in an access control rule?

    Users
    Roles
    Script that sets the "answer" variable to true or false
    Groups
    Conditions
    • Roles
    • Script that sets the "answer" variable to true or false
    • Conditions
  62. In what order are access controls evaluated?

    First at the Field level (most specific to most general), then at the Table level (most specific to most general)
    First at the Table level (most specific to most general), then at the Field level (most specific to most general)
    First at the Table level (most specific to most general), then at the Field level (most specific to most general)
  63. Which tool is used to determine relationships between fields in an import set and an existing table?

    Import set
    Coalesce
    Transform Map
    Target table
    Transform Map
  64. Which option allows you to update existing Target Table records when importing data from an import set?

    Transform
    Mandatory
    Coalesce
    Unique
    Coalesce
  65. What is a CI?

    Select 3 answers from the below options:

    Tangible (hardware, software, servers) entities
    Intangible (business services, email) entities
    Configuration management database
    Configuration item
    configuration_admin role
    • Tangible (hardware, software, servers) entities
    • Intangible (business services, email) entities
    • Configuration item
  66. What are the 3 key tables in the CMDB?

    Select 3 answers from the below options:

    CMDB Properties (cmdb_properties)
    Base configuration item (cmdb)
    Configuration item (cmdb_ci)
    CI relationship (cmdb_rel_ci)
    CMDB baseline (cmdb_baseline)
    • Base configuration item (cmdb)
    • Configuration item (cmdb_ci)
    • CI relationship (cmdb_rel_ci)
  67. What represents multiple related request items grouped together as one request?

    Catalog item
    Variable set
    Order guide
    Record producer
    Order guide
  68. What is created when an order is placed for a catalog item?

    Select 3 answers from the below options:

    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
  69. Which of the following run scripts client-side?

    Select 2 answers from the below options:

    Business rule
    Script include
    UI policy
    Client script
    • UI policy
    • Client script
  70. 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
  71. 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
  72. What attributes of a field can a UI policy action change on a form?

    Select 3 answers from the below options:

    Visible/hidden
    Mandatory
    Prevent cell editing
    Read-only
    Change color
    • Visible/hidden
    • Mandatory
    • Read-only
  73. 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
  74. What are the steps for applying an update set to an instance?

    Select 3 answers from the below options:

    Copy
    Retrieve
    Preview
    Delete
    Commit
    • Retrieve
    • Preview
    • Commit
  75. What types of records are not captured in an update set by default?

    Select 2 answers from the below options:

    Data records
    Dashboards
    Business rules
    Access control rules
    Homepages
    • Data records
    • Homepages
  76. Which ServiceNow product provides the ability to quickly integrate with 3rd party applications without scripting?

    IntegrationHub
    Visual Task Boards
    Flow Designer
    Service Portal
    IntegrationHub
  77. What ServiceNow feature can be used to begin the creation of an application?

    Guided Application Creator
    Configuration Management Database (CMDB)
    IntegrationHub
    System Dictionary
    Guided Application Creator
  78. What protects applications by identifying and restricting access to available files and data?

    Access control
    The admin role
    Scope
    Delegated development
    Scope
  79. What is granted to non-administrators in order for them to be able to develop applications?

    The itil role
    Delegated development
    Access control
    The developer role
    Delegated development
  80. In order to be used, an even record must be...

    Catalogued
    Registered
    Published
    Certified
    Registered
  81. What are events?

    A server-side script that runs when a record is displayed, inserted, updated or deleted or when a table is queried
    Log records indicating something notable has occurred in the system
    A real-time messaging tool that enables users to chat with individuals and groups
    Notifications that are sent to users when something occurs that concerns them
    Log records indicating something notable has occurred in the system
Author
loiacki
ID
350912
Card Set
ServiceNow SCA
Description
Practice questions for ServiceNow Certified Administrator (CSA) Exam
Updated