ServiceNow SCA

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

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

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

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)

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)

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

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"

What do you select to personalize the system settings of the Now Platform user interface?

Magnifying glass
Question mark
Gear
Logo

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

What is selected to impersonate another user?

User Menu
Application Navigator
System settings
Magnifying glass

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

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

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

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

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

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

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

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

Context finder
Wildcard characters
Platform locator
Containers

A column in a list represents what in the ServiceNow instance?

A record
A field
A filter
A list

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

What allows users to see a time stamped history of all actions taken within a record?

Form history
Activity stream
Favorites
Form activity

Which field type displays records from another table?

Reference
Choice
String
Attachments

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

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

Different form templates can be applied to a form by accessing the:

Template creator
Template editor
Toggle template views
Template bar

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)

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

Which tab contains the Activity Stream for a task?

Conflicts
Notes
Related records
Resolution information

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

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

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

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

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

Where can users set their notification subscription preferences?

Notification settings
System settings
Subscription settings
Email settings

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

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

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

Configure
Data
Type
Style

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

Style
Type
Configure
Data

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

What is the recommended way to share a report?

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

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

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

Which feature allows end users to post questions and answer the other user questions?

Neighborhoods
Social FAQ
Social Q&A
Ask ServiceNow

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

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

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

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

What are the 2 options to define the fulfillment process for a service catalog item?

Plan
Flow
Roadmap
Workflow

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

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

Where does the System Administrator navigate to edit a catalog item?

Maintain items
Create incident
Service Portal
Service Catalogs

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

Which of the following are Flow Designer triggers?

Select 3 answers from the below options:

Application based
Record based
Schedule based
Role based

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

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

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

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

Which modules can you use to create a new table?

Select 2 answers from the below options:

Import tables
Tables & columns
Tables
Create new

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

Which elevated role is required to modify access control rules?

acl_admin
admin
security_admin

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

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)

Which tool is used to determine relationships between fields in an import set and an existing table?

Import set
Coalesce
Transform Map
Target table

Which option allows you to update existing Target Table records when importing data from an import set?

Transform
Mandatory
Coalesce
Unique

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

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)

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

Catalog item
Variable set
Order guide
Record producer

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

Which of the following run scripts client-side?

Select 2 answers from the below options:

Business rule
Script include
UI policy
Client script

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

Business rule
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

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

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

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

Select 3 answers from the below options:

Copy
Retrieve
Preview
Delete
Commit

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

Which ServiceNow product provides the ability to quickly integrate with 3rd party applications without scripting?

IntegrationHub
Visual Task Boards
Flow Designer
Service Portal

What ServiceNow feature can be used to begin the creation of an application?

Guided Application Creator
Configuration Management Database (CMDB)
IntegrationHub
System Dictionary

What protects applications by identifying and restricting access to available files and data?

Access control
The admin role
Scope
Delegated development

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

In order to be used, an even record must be...

Catalogued
Registered
Published
Certified

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