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ServiceNow CSA Study Guide, Exams of Business Economics

Northwestern Business CollegeBusiness Economics

A study guide for the ServiceNow CSA exam. It covers various topics related to the ServiceNow platform, including cloud-based computing models, database architecture, navigation, roles, reports, performance analytics, table relationships, access control, and data import. definitions, examples, and instructions for various concepts and features of the platform. It is a useful resource for students preparing for the ServiceNow CSA exam or anyone interested in learning about the ServiceNow platform.

Typology: Exams

2023/2024

Available from 10/24/2023

DrShirleyAurora
DrShirleyAurora ๐Ÿ‡บ๐Ÿ‡ธ

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ServiceNow CSA Study Guide - March
2023
Application Platform-as-a-Service (aPaaS) -
โ€† โ€† โ€† โ€† โ€† The Now Platform is what kind of cloud-based computing model?
Now Platform Next Experience
Now Mobile App
Service Portal -
โ€† โ€† โ€† โ€† โ€† 3 Now Platform Interfaces
ServiceNow Instance -
โ€† โ€† โ€† โ€† โ€† A single implementation of the ServiceNow Platform
Multi-Instance
Single Tenant (MIST) -
โ€† โ€† โ€† โ€† โ€† Describe ServiceNow's Database Architecture
Landing Page -
โ€† โ€† โ€† โ€† โ€† The first thing you see when you log into the Next Experience.
Banner Frame -
โ€† โ€† โ€† โ€† โ€† Across the top of the Next Experience Unified Navigation. Contains: Logo, All Menu,
Contextual App Pill, Global Search, Embedded Help, Notifications icon, User Menu
All Menu -
โ€† โ€† โ€† โ€† โ€† List of available applications and their corresponding modules
Application -
โ€† โ€† โ€† โ€† โ€† Group of modules, or pages, that provides related information and functionality
Click the Star Icon by a module
Click the Star Icon by an application
Select Create Favorite from a list or form context menu
Click the star icon in the contextual app pill -
โ€† โ€† โ€† โ€† โ€† How do you add a favorite?
30 -
โ€† โ€† โ€† โ€† โ€† What is the maximum number of activities displayed in the history tab of the application
navigator?
Filter Navigator -
โ€† โ€† โ€† โ€† โ€† Quickly navigate to applications or modules by typing all or part of the application or
module name
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ServiceNow CSA Study Guide - March

Application Platform-as-a-Service (aPaaS) - The Now Platform is what kind of cloud-based computing model? Now Platform Next Experience Now Mobile App Service Portal - 3 Now Platform Interfaces ServiceNow Instance - A single implementation of the ServiceNow Platform Multi-Instance Single Tenant (MIST) - Describe ServiceNow's Database Architecture Landing Page - The first thing you see when you log into the Next Experience. Banner Frame - Across the top of the Next Experience Unified Navigation. Contains: Logo, All Menu, Contextual App Pill, Global Search, Embedded Help, Notifications icon, User Menu All Menu - List of available applications and their corresponding modules Application - Group of modules, or pages, that provides related information and functionality Click the Star Icon by a module Click the Star Icon by an application Select Create Favorite from a list or form context menu Click the star icon in the contextual app pill - How do you add a favorite? 30 - What is the maximum number of activities displayed in the history tab of the application navigator? Filter Navigator - Quickly navigate to applications or modules by typing all or part of the application or module name

.list - displays a list of records in the table
.form - displays a blank form for creating a new record in the table
.config - displays configuration details for that table, including business rules, client scripts, ACLs, etc - How to navigate directly to a table? docs.servicenow.com - Where can you locate product documentation? Collection of permissions used to: Grant access to applications and other parts of the platform Assign Security Rights Assigned to User or Group Can contain other roles - Role sys_user_role - What table holds roles? True - Example: catalog_admin role contains catalog and user_criteria_admin roles - A role can contain other roles, T or F? List Control Menu Column Options Menu Record Context Menu - Different types of context menus? *search Term - "Contains" wildcard !*searchTerm - "Does not contain" wildcard searchTerm% - "Starts with" wildcard %searchTerm - "Ends with" wildcard !=searchTerm - "does not equal" wildcard Field Operator Value "FOV" -

Form Layout False: Dot walking is only available using Form Layout - True or False: You can use dot-walking in Form Designer? Templates - Allow fields to be populated automatically, simplifying the process of creating new records. True/False - Which type of field displays as a checkbox on the form? Users with the admin or ml_admin role - Who is able to initiate the setup for Predictive Intelligence? itil - What role is required to access the My Work and My Groups Work modules? User Presence - Facilitates synchronous collaboration within one record. See who is online, view their current status and what they are viewing or editing in real time. Activity Stream Inline Editor - Enables users to contribute to actual work within a record without opening a form interface. My Group's Work - Which module displays a list of tasks assigned to a user's group, but not yet assigned to an individual? Notes - Which tab contains the activity stream for a task? Email SMS Meeting Invitation - Notification Methods (3)? Record inserted or updated Event is fired Triggered Script (in advanced view mode) - "When to Send" Notification Options are: Subscriptions (notifications page of Settings) - Allows users to be informed of various activity occurring in the platform, whether it directly relates to them or not.

All>System Settings>Notifications - Where can users define notification channels and manage subscriptions? All>Reports>View/Run - Where do you go to create your own reports? Over 25 - How many standard report types are there? Pareto Donut Heatmap - 3 common report types Data Type Configure Style "Downtown Coffeeshop" - Report Designer Configuration Options: Share: Specify who can see report (Me, Everyone, Group & Users) Schedule: Scheduled email of report as an attachment Add to Dashboard Export to PDF Publish: Creates a URL for the report which can be used by internal or external audiences - Options for sharing Reports are: Widget Tables Data Collector: recurring jobs taking data snapshots Dashboard: custom arrangement of widgets - Performance Analytics Architecture All>System Definition>Dictionary - Contains the definition for each and every table and field in the database. Tables module - Provides a list of all tables in the database Tables & Columns Module - Provides a list of all existing tables, with columns, column attributes and indexes Schema Map - Provides a graphical representation of the relationships between tables

What is created by default when you create a new table? CRUD - Create, Read, Update, Delete Access Control - A security rule defined to restrict the permissions of a user from viewing and interacting with data. It is executed when attempting to access any ServiceNow table and may be set at the record and field level. Access Control List (ACL) - Contains all of an instance's Access Control rules. Users with the appropriate permissions can modify rules and their definitions. security_admin - What role is needed to maintain ACLs? Object and Operation being secured Permissions required to access the object - What is specified in an access control list rule? Table-level: Most specific to most general, THEN Field-level: most specific to most general - In what order are access controls evaluated?

.--None-- - Which access control grants access to all table records? Roles Conditions Script that sets the answer variable to true or false - What type of permissions can be configured in an access control rule? Import Set - A tool used to import data from various data sources and map that data into ServiceNow tables admin import_admin - What role is required to manage importing data? XML CSV Excel LDAP JDBC

HTTP/FTP -

What data sources are supported by ServiceNow for data import? Import Set Table - Staging area for records imported from a data source Transform Map - A guide for moving data from Import Set (staging tables) to "target" tables. Field mapping provides direct field-to-field data moves. Set of fields that define the relationships between fields in an import set and the target table. Coalesce field - The field will be used as a unique identifier/key during imports Single-field coalesce Multiple-field coalesce Conditional coalesce - 3 types of configurations used to coalesce data in import sets: Load Data - Which module is used as the first step for importing data? Load the data Create the transform map Transform the data Clean up the import table - What are the steps for importing data using an import set? coalesce - Which option allows you to update existing target table records when importing data from an import set? Transform Map - Which tool is used to determine relationships between fields in an import set and an existing table? cmdb cmdb_ci cmdb_rel_ci - Key tables supporting CMDB Common Service - CS - A standard and shared set of service-related definitions across our products and platform that will enable and support true service level reporting. DM - Data Model (CMDB) -

catalog_admin - What role is required for managing the service catalog? All>Service Catalog>Catalog Definitions>Maintain Items - How do you add or modify a service catalog item? Multiple Choice Select Box Single Line Text Reference Checkbox - Common variable types? Order field (an item with 100 in the order field displays the first in the list) - What establishes the sequence for displaying information? Record Producer - Form that produces a task record Variables - Provide questions to help the requestor specify what item, option or service to order Variable Sets - Collection of variables that can be shared between catalog items Flows - Used to drive complex fulfillment processes and can send notifications to defined users and groups (Service Catalog) Order Guides - Define to assist customers in ordering a complete set of needed items and to help users see item relationships. REQ# - Summary of order, Request State RITM# - Item Ordered, Quantity, Stage SCTASK# - What to do, Assignment Group, Assigned To, Task State, Work Notes - Service Catalog Item Request Output? Waiting for Approval Approved Pending Fulfillment Deployment/Delivery Completed - Stages of Catalog Request

Flow Designer - Non-technical interface for building and enabling process automation capabilities All>Process Automation>Flow Designer - How do you get to Flow Designer? flow_designer, flow_operator, action_designer - What roles are required for Flow Designer? IntegrationHub - How do you expand Flow Designer to integrate with external instances and 3rd party applications? Flow Component: Trigger - Initiates a flow. Can be Record-based, date-based, or application-based. Ask for Approval Create Record Delete Record Look up Record Wait for Condition - Examples of ServiceNow core Flow actions Data pill runtime value - When a flow runs, it generates the _______________ which remains the same for the duration of the flow. Client - Refers to an application or system that accesses a remote service or another computer system, known as a server. Web browser is client for ServiceNow. Server - Computer program running as a service; a physical computer dedicated to running one or more services, or a system running a database. UI Policy - A rule that is applied to a form to dynamically change information or the form itself. Not about security, about managing user experience and data integrity. On the client side - Where do UI policies execute? Data Policy - A rule that enforces data consistency by setting fields as mandatory and/or read-only. Executes server side OR client side.

Which type of scripts run on the browser? Business Rules Data Policy - Which type of scripts run on the server? Update Set - A group of customizations that can be moved from one instance of ServiceNow to another Data - What is not captured in an update set? Retrieve Preview Commit - What is the process of retrieving an update set? Test Connection - The first time you connect to a remote instance, what do you need to do to ensure a successful retrieval?