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ServiceNow CSA Exam
What is ServiceNow at the highest level? - Application Platform-as-a-Service (aPaas) Applications delivered by ServiceNow are divided into four different workflows, what are those four workflows? -
- IT
- Employee
- Customer
- Creator What are the three Now Platform Interfaces? -
- Next Experience Unified Navigation
- Now Mobile App
- Service Portal What is the primary interface used to interact with the Now Platform? - Next Experience Unified Navigation What is a set of users who share a common purpose / need access to similar information, referred to as? - Group What is a collection of permissions to grant access to applications / other parts of the platform, and assign security rights, referred to as? - Role What is the proper way to assign a role to a user? - Add users to a group and assign the role to the group What are the main components of the Next Experience Unified Navigation? -
- Banner Frame
- All Tabs
- Content Frame What are the main features of the All Tabs Component? -
- All Tab
- Favorites Tab
- History Tab
- Filter Navigator What are the four main parts of the List Interface? -
- Title Bar
- Filters and Breadcrumbs
- Columns of Data
- Search Capability In a List, what corresponds to a field on a table? - Column In a List, what corresponds to a record on a table? - Row What is used to apply a set of conditions to a table to help you find and work with a subset of data in that table? - Filter ServiceNow is an Application Platform-as-a-Service (aPaas), what does that mean? - It is a cloud-based computing model which provides infrastructure needed to develop, run, and manage applications. What is used to manage all of ServiceNow hosted instances, including upgrades? - Now Support (HI) What is the Natural Language Query (NLQ)? - The NLQ allows you to filter using natural language instead of the conditions builder. (Requires plugins to access) What are the three menus for list control? -
- List Control Menu
- List Column Context Menu
- List Fields Context Menu What is used to create a new view of a list with the selected fields? - List Layout What is used to create, view or modify a specific record? - Form How do you access a form? - Opening an existing record or creating a new record What button saves a record and keeps the record open? - Save What copies the record and redisplays the list? - Insert What copies the record and keeps it open? - Insert and Stay
Task Record needs to be created or modified, Task Record values for Assigned To and Assignment Group must be empty, The Assignment Rule is the first rule that matches the specified table and condition. If more than one Assignment Rule matches a specified table and condition, which one will run first? - The rule with the Lowest Order Value runs What uses machine-learning algorithms to determine field values during record creation? - Predictive Intelligence How do you locate all work assigned to you or your group(s)? - Service Desk What allows you to manage tasks through a visual, drag-and-drop interface? - Visual Task Boards (VTBs) What are the Elements of a Visual Task Board? -
- Cards
- Lanes
- Quick Panel
- Taskboard Tools What are the Three different types of Visual Task Boards? - Guided, Flexible, Freeform Which type of Visual Task Board allows for tasks in the list to be updated when cards are edited or change lanes? - Guided VTB When creating a Flexible or Freeform Visual Task Board, what are the three default lanes? - To Do, Doing, Done What is the process of gathering information from a series of tables by expanding referenced fields referred to as? - Dot-Walking What are actions the system takes in response to emails from users? - Inbound Email Actions What are the two actions that can be taken by the system in response to emails? -
- Make changes to a System Table
- Sent the user an email message in reply In regards to Notifications, what tab shows the conditions to send the notification? - When to Send tab
In regards to Notifications, what tab shows who will receive the notification? - Who will receive tab In regards to Notifications, what tab is where you can edit the contents of the notification? - What it will contain Tab How do you create a report from a list? -
- Right click the column label
- Select Bar Chart or Pie Chart How do you navigate to create a report or view all reports available to the logged in user? - All > Reports > View/Run What are the four Report Designer Tabs? -
- Data
- Type
- Configure
- Style What is required for a user to view a report you share with them? - The User must have access to the data you're sharing What is the recommended way to share a report? - The share button at the upper right side of the report form What allows users to create dashboards with widgets to visualize data over time? - Performance Analytics Where can you display a custom arrangement of widgets in ServiceNow? - Dashboard What is a data structure or database component, which contains records? - Table What is the data stored on tables, which contain fields? - Records What are the individual pieces of data within a record? - Fields On a table, Records correspond to what? - Rows On a table, Fields correspond to what? - Columns
What are tables that come with the ServiceNow base system referred to as? - Core Tables Custom tables created in a scoped app are prefixed with what namespace identifier, indicating it is part of the app? - x_ Custom tables created in the global scope are prefixed with what namespace identifier? - u_ What provides a graphical representation of other tables related to a specific table? - Schema Map What roles are required to access the Schema Map? - personalize_dictionary or admin What allows you to view a summary of all tables presented and their relationships? - Schema Map What are the three security modules typically used by System Administrators? - Security, Access Control (ACL), High Security Settings What is access control? - A security rule defined to restrict the permissions of a user from viewing and interacting with data at the row or the column level. What is the Access control list (ACL)? - A list that contains all of an instances access control rules. What role is needed to create or update access control rules? - security_admin What does access control rules consist of? - The object being secured (table/field), the permissions required to access the object (roles/conditionals/scripts), and the operation the system can take (CRUD). What are the four access controls that are created by default when creating a custom table? - Create, Delete, Read, Write How do you create a new Access Control? - Elevate your role then navigate to the Access Control (ACL) module Record Access Control List (ACL) rules are process in what order? - Matching the object against the TABLE ACL rules, most specific to most general, then matching the object against the FIELD ACL rules, most specific to most general.
If an access control rule specifies more than one permission, how many permissions must the user meet to gain access to the object and operation? - All of the permissions In regards to access control evaluation, which rule type takes precedence? .field or .* (wildcard) - .field access controls take precedence over .* access controls What does the Configuration Management Database (CMDB) do? - Provides a logical model of your company infrastructure by identifying, controlling, maintaining, and verifying the configuration items (CIs) that exist. What is a configuration Item (CI)? - Any component that needs to be managed in order to deliver services. Typically including services and their underlying components. What roles has permission to access the CMDB data? - Asset, itil, itil_admin, and cmdb_read What uses separate tables to define the relationship between specific CI base classes and dependent classes? - Relationship Rules What are the key CMDB tables? - Base Configuration Item [cmdb], Configuration Item [cmdb_ci], and CI Relationship [cmdb_rel_ci] What is the base CMDB table for non IT CIs? - cmdb What table stores the basic attributes of all the CIs? - cmdb_ci What table contains CI relationship data? - cmdb_rel_ci What does a CI record contain? - All of the relevant attribute data about an item such as name, version, description, ownership ect. What does the configuration item form contain? - CI records, information about the relationships between items, and the related items toolbar. What does the CMDB Discovery do and what does it use? -
Provides helpful information to users for resolving or delivering tasks by allowing users to easily look up known issues and find solutions to their problems. What is a knowledge article? - A record in a knowledge base that provides information to knowledge consumers. What are the four ways to populate a knowledge base? - Creating a new Knowledge Article, creating an article from cases or incidents, importing articles form Microsoft Word files, and integrating to an existing WebDAV complaint knowledge source outside of ServiceNow. How do you create a new Knowledge Article? - Navigate to Knowledge application, chose a knowledge base, select the category, give it a title, add knowledge blocks to the article body, and once you're done search for duplicates. What is Knowledge-Centered Service? - A method for the creation and continuous improvement of knowledge based on the experience of agents and the patterns observed by knowledge reuse. How do you create a knowledge article by importing from a Word document? - Navigate to Import Articles, select the Knowledge Base you wish to add the article to and category if applicable, then select the file/files. What does the Service Catalog do? - The Service Catalog organizes self-service requests for products and services offered across the enterprise to customers, employees, and suppliers. What is each Service Catalog composed of? - Catalog Items organized into categories. In regards to Service Catalogs, what can an admin do? - Admins can manage all aspects of the Service Catalog, including catalogs, categories, items and advanced functions such as scripting and business functions. In regards to Service Catalogs, what can a Catalog Admin do? - Catalog admins can manage all aspects of the Service catalog except scripting functions. In regards to Service Catalogs, what can a Catalog Manager do? - Catalog Managers assigned to a service catalog can edit and update it, and assign editors and other managers. In regards to Service Catalogs, what can a Catalog Editor do? - Catalog Editors can edit and update catalog items and categories as well as assign other editors, but they cannot reassign a manager. How are products and services organized in the service catalog? -
Products and services are organized into categories and subcategories. How do end users access the Service Catalog? - Service Portal What is used to create or edit the Service Catalog? - Catalog Builder What does a record producer do for users? - Allows users to create task-based records with minimal input. What are the three item types in the Service Catalog? - Record Producers, Order Guides, Content Items (Goods & Services) What roles are needed to utilize Flow Designer? - flow_designer, flow_operator, action_designer What is Flow Designer? - A non-technical interface for building and enabling process automation capabilities, known as flows. What does a flow do? - A flow automates business logic for a particular application or process. When does a record-based trigger run? - After a record has been created, updated, or deleted. When does a schedule-based trigger run? - At a specified date and time. When does an application-based trigger run? - When the associated application spoke is activated. What does the Process Automation Designer do? - Allows you to organize content built in Flow Designer and unify cross-enterprise processes. Processes documented in the Process Automation Designer are called what? - Playbooks What is a client-side script? - Scripts that run in a web browser. What is a server-side script? - Scripts that run on the server (where the database resides)
What is Virtual Agent? - A conversational bot platform that provides assistance to help users obtain information, make decisions, and perform common work tasks. In regards to import sets, what is a Tranformation? - The conversion of data from an import set table to its target table according to the rules defined in the transform map. What does the coalesce option on a field map do? - Allows you to specify if the target field should be used to coalesce on when import set records are transformed. For update sets, where are changes to tracked tables written to? - Customer Update [sys_update_xml] table. What is not captured in an update set? - Changes to data records and dashboards. What are the two ways to request a plugin? - The Activate Plugin page on Now Support and the Request Plugin button on the All Available Applications module. What is required before you can use any ServiceNow Application? - You must verify that you have entitlement/a valid licenses to use it. What are the 5 possible core configurations? -
- Form Administration and Lists
- User Interface Configuration and Search
- Time and Performance
- Localization and Mobile Device Support
- Plugins What are the 3 ways to customize the Instance Appearance? -
- Changing global CSS
- Switching themes
- Configuring UI features What are the 6 system settings tabs for the UI? -
- General
- Theme
- Lists
- Forms
- Notifications
- Developer What are the 6 most common user interfaces in the platform? -
- Dashboard
- Workspace
- Next Experience Unified Navigation
- Configuration Management Database (CMDB)
- Service Catalog
- Knowledge Portal What do filtered lists and list categories enable you to do? - Enables you to group records What does filter conditions consist of? - Field, Operator, Value and Grouping. What are the two types of OR conditions? - Top level and Dependent For a string field, what filter operators allows you to use multiple values in a comma-delimited list? - [is one of] and [is not one of] Where are filters stored? - [sys_filter] If an admin needs to use a filter that cannot be used in the condition builder, what do they use? - Scripted Filters What is a tag? - Text labels associated with items that enable you to group and organize those items. Where are tags stored? - The Tag Table [label] Where do you assign tags from? - The form or list view. What role is required to configure and manage all tags, even tags created by other users? - tags_admin Where do you edit tags from? - list and form views, the My Tags module, and the Tagged Documents page. What is required to edit tags in the list view? - The tags column must be displayed. What happens if you merge Tag A with Tag B? - Tag A is deleted and all associated records are reassigned Tag B.
Where are Emails stored? - The Email table [sys_email] What is the process for inbound emails? - Inbox > Cleared > Received If it matches inbound email actions it changes to Processed Otherwise it changes to Ready What system property does inbound emails use? - glide.email.read.active What is the process for outbound emails? - Outbox > Sent or Skipped (as in no valid recipients) What system property does the outbound emails use? - glide.email.smtp.active You can create email account for servers and services that use what protocols? - SMTP, POP3, IMAP Individual email accounts are stored in what table? - sys_email_account What system property is used to active email account group processing? - glide.email.inbound.account_group_processing What do email filters do? - Specify which inbound emails to ignore or move to a particular mailbox When can notifications be set to send? - when either a record is inserted or updated, or when an event is fired What are Notification Variables used for? - To display dynamic information in the body of a notification What are Email templates? - Reusable content for the subject line and message body of email notifications What are the 4 types of system notifications? -
- Email and SMS
- Push Notifications
- Subscription-based
- Notifications in messaging applications User access to a knowledge base or an article can be restricted based on what? -
Domain Separation, ACL rules, Knowledge Workflows, User Critera What is used to assess the quality of knowledge articles? - The Article Quality Index (AQI) In regards to the Service Catalog, what are execution plans? - How something gets delivered In regards to the Service Catalog, what are execution plan tasks? - Plan tasks represented in the execution plan In regards to the Service Catalog, what are fulfillment groups? - Groups that work execution tasks In regards to the Service Catalog, what are tickets? - Work done by fulfillment groups as part of an execution plan What are Service Catalog Variables? - Information about choices a customer makes when ordering a catalog item that helps define the structure of a catalog item form. In Flow Designer, what are the 5 different trigger types? - Record Triggers REST triggers Date triggers Application triggers Inbound Email triggers What are the 5 Flow Designer stage states? - Pending In Progress Skipped Complete Error What is a sub-flow and what does it consist of? - A flow that lacks a trigger and consists of properties, one or more inputs/outputs, a sequence of actions and the data collected or created. What does a flow consist of? - A trigger and one or more action What is a Foreign Record Insert? - A change to a table that is not the target table for an import. What are the 5 external data sources can the ServiceNow platform import data from? -
