1.

What section on a task record would you use to see the most recent
update made to a record?
i) Journal
ii) Timeline
iii) update log
iv) audit log
v) diary
vi)
activity
2. What are examples of UI actions, relating to lists?
choose four answers? a) List buttons
b) list context
menu c) list
choices
d) list links
e) list control
f) lists overwrite
3. which feature allows you to automate business logic for a particular
application or process such as approvals, task, notifications, and record
Operations?
a) Flows
b) Action sequence
c) Flow diagrams
d) action sets
e) task flows
4. when a Flow runs an action, it generates a runtime value, which
stays the same for the duration of the flow. what is the name of that
runtime value?
a) data pill runtime value
b) sequence runtime value
c) starting runtime value
d) trigger runtime value
e) input runtime value
5. the employee on-boarding team has asked for a way for managers to
order computers, monitors, business cards, and cell phones for new
employees. how would you proceed to meet this requirement?
a) create order guide
b) create requested item
c) create record producer
d) create on boarding bot
6. which resource would you use to determine if a specific user could
contribute to a particular knowledge base?
a) User criteria diagnostics
 b) Sn_kb_author role
c) User criteria job log
d) knowledge author group
e) KB author group
7. If a knowledge base has no access details specified. what users are able
to read articles in that knowledge base?
a) no users
b) itil users
c) users with kb_user roleproduct
 d) any user with an articles for
permalink e) any active user
8. while showing a customer their incident form, they ask to change the
priority field title to display their internal terminology Pvalue. how
would you do that? choose two answers?
a) right click on priority and select configure dictionary
b) right click on priority and select configure label
c) right click on priority and select configure display settings
d) right click on priority and select configure column
9. what access does a user need to be able to import articles to a knowledge
base?
a) Sn_Knowledge_import
b) Sn_knowledge_cont
ribute c) can contribute
d) sn_knowledge_write
e) can write
f) can import
10. what controls the publishing and retiring process for knowledge articles?
a) workflow
designer b)
workflows
c) state life cycle
d) approval policies
e) approval definitions
11. what is an advantage of defining relationship types between ci classes?
a) Improves data quality, as the CIs will automatically be
related when CMDB is activated.
b) it prevents users from relating CIs incorrectly.
c) it automates the loading of the ci dependency view.
d) makes relating CIs easier, because predefined relationship suggests
which type of CIs should be
12. when using the CI dependency view, how would you view the
relationship between one CI and another CI?
a) right click, view relationship
b) Click on the plus to expand cluster
c) click down arrow, view
relationship d) Hover on
connection line
13. Of the Ci tables, which is a base table of the CMDB hierarchy?
a) ECMDB
b) Cmdb_rel_ci
c) Cmdb
_ci d)
cmdb
 e) Ecmdb_rel_ci
f) Ecmdb_ci
14. what table acts as a staging area for records imported from a data source?
a) staging table
b) temp table
c) transform table
d) import set row table
15. which field (or fields) is used as a unique key during imports?
a) Sys IDs
 b) match
fields c)
coalesce fields
d) key fields
16. what module enables an administrator to define destinations for
imported data on any ServiceNow table?
a) field transform
b) schema map
c) import map
d) transform map
17. the customer wants all users to have access to the records in the
offerings table. what setting on access control definition would you use
to grant access to all of the offering table records?
a) Offering. None
b) None. Offering
c) Offering. Name
d) Offering
18. a manager wants to review a snapshot of month end sales performance
data, as compared to sales target. in addition, the manager wants to able
to see those monthly numbers trended overtime and forecasted into the
future. what capability do you suggest for this manager?
a) schedule reports, accustoms snapshot table and projection report
b) scheduled reports, a custom snapshot table and a
trend report. c) performance analytics.
d) scheduled reports and excel
e) key performance indicators.
19. which component of a table contains a piece of data
for one record? a) Field
b) Factor
c) data point
d) item
e) element
20. what do you click when you have made modifications to your report,
and you want to see the results without saving?
a) Run
b) Execute
c) Test
d) Preview
e) try it
21. The report designer contains different sections for configuring your
report. which section is used to specify grouping and calculations to be
run against the data?
a) Data
 b) Format
c) Configure
d) Style
e) group by
22. what section on the notes tab shows the history of the work documented on
the record?
a)
Journal
b)
Activity
 c) Timeline
d) audit log
e) diary
23. Your customer wants to update a notification, so it is sent to the
caller and also to the manager of the caller. how would you
approach this requirement?
a) Set who will receive to subscribable
b) on the send to tab, add caller field, dot walk to caller’s manager to
add manager.
c) Create workflow and include a notification in the workflow
d) on who will receive tab, select copy manager checkbox.
e) on who will receive tab, add caller field, dot walk to caller’s
Manager to add managers.
24. An IT User calls the service desk Because they need to work on task
records. all they can see his self-service on their homepage when they log
into the service now instance. what issue could explain this? choose two
answers?
a) their user record was not approved by their managers
b) that user account does not belong to any group which contains the
ITIL role.
c) their user account is not logged in
property d) their user account does
not have itil role
e) That user account failed LDAP authentication
25. What type of rules specify which user groups are responsible to work
on different types of tasks?
a) On call
b) Assignment
c) Routing
d) Calendar
e) Escalation
26. using the module. system properties> my company. what branding options
are available?
a) banner image, banner text, colour scheme
b) company name,
company logo c) banner
image, banner text
d) company name, company logo, colour scheme
27. From form designer, how would you define a section, so it displays as a
tab?
a) Click the gear and check the tab option
b) Click context menu > configure tabs
c) add .tab to the end of the section name
d) add _tap to the end of the
 section name e) name the section
28. When looking at a long list of records, you want to quickly filter, to
show only those which have category of cross. How might you do that?
a) on breadcrumbs, click > icon, type hardware and click enter
b) right click on the magnifier, type hardware and click enter
c) click funnel icon, type hardware and click enter.
d) on the list, locate and right click on the value Hardware, select show
matching
e) on the category column header, right click and select show >
hardware.
29. groups are defined at what?
a) An escalation pod
b) a collection of subject matter experts
c) a department
 d) A team of users
e) A correction of users
30. what is the best way to learn about performance analytics?
a) use the ServiceNow wiki
b) schedule a demo with ServiceNow sales team
c) take a service now performance analytics course on now learning
d) activate the plugin on your production environment and start
the default data collectors.
31. A subject matter expert routinely receives task which have been worked
by first and level support before receiving the assignment. what could
you suggest, to make it easier for the expert to read only the work notes
in the activity log?
a) click contexts menu > work notes view
b) click funnel icon and select only work notes
c) click Context menu > history
d) click personalise icon and select activity stream
e) right click form header > form layout > add work note section
32. for a customer’s inventory application, several inventory applications
fields on a needed-on inventory ticket. this ticket will be assigned to
inventory support team members. how would you start to implement this
requirement?
a) create inventory table as a new base table. then add inventory
specification fields as needed.
b) create inventory table with the inventory specification fields. in
create view between the inventory and task table.
c) create the inventory table with the inventory specification fields.
then create many to many relationships between the inventory and
the task table.
d) create inventory table as an extended table from the task
table. then add the inventory specification fields, as needed.
33. when using the report designer, it is best practice to make copy of an
existing report then make modification to your copy of that report. when
viewing the report inside the designer, how would you make a copy of
the report?
a) click on the paper icon and select create new.
b) click on the down triangle and select insert and stay
c) click on the properties tab and select save as
d) click on context menu and select insert and stay
e) click on the funnel icon and create copy
34. your customer has a human resource knowledge base, which is only
accessible to members of the human resource department. A new
procedure regarding employee quarterly reviews needs to be published to
the knowledge base but should be only visible to HR manager. how
would you meet this requirement?
a) on the knowledge base, add user criteria with the manager can
read script to the can read list, publish article to any category.
b) on the knowledge article, add an access control for HR manager
group on the can read list, then publish article to any category
c) on the knowledge base, create an HR manager category, add
user criteria for HR manager group on the categories can read
list, then publish the article to that category.
d) on the knowledge article, add user criteria for HR manager
group on the can read list, then publish article to any category
35. while testing a catalog item for ordering an expensive computer, the
mandatory approval is being skipped for requester Bob Smith, but not
for any of the other requests. what could explain the issue?
a) the manager does not have a delegate assigned
b) there is a business rule, excluding bob Smith with from any
approvals
c) the Bob Smith user account, does not have a
manager specified d) Bob Smith is a VIP
e) Bob Smith does not have a delegate set up on his account
36. what module do you use to access the report that are available to you?
a) self-service> my reports
b) reports> overview
c) report's> home
page d) report's>
view/run
e) self-service> my dashboards
37. Why is it recommended that you Limit update sets to maximum of 100
records? Choose 2 answers?
a) Comply with ISO audit requirements
b) smaller update sets can be imported to production during
business hours c) reduce potential conflicts
d) improve ability to troubleshoot issues with the
default update set e) make it easier to identify and
review changes
f) keeps update set logs shorter
g) Make it easier for developers to organise their work
38. which flow components allow you to specify when a flow
should be run? a) Trigger and condition
b) trigger and condition pill
c) condition and table
d) scope and trigger condition
e) trigger criteria and clock
39. a customer has asked for the following updates to a form: make
resolution code mandatory, when state is changed to resolved, hide major
incident checkbox, unless logged in user as major incident manager role.
what type of rules would you use to implement this requirement?
a) field Lipper
b) UI policy and actions
c) UI design
d) dictionary design
e) form constraint
40. what utility enables process owners to other network enterprise
workflows within a single unified process?
 a) Flow editor
b) floor designer
c) workflow manager
d) process owner dashboard
e) process workflow designer
f) process automation designer
g) process flow manager
41. which type of script runs in the browser?
 a) flow designer actions
b) script includes
c) business rules
d) ACL scripts
e) transform maps
f) UI policies and client scripts
42. it time for end user is based on the round trip between the client and
the server. What activities are included in the round trips?
a) Submit+ query
b) request+ response
c) insert+ verify
d) save+ update
e) write+ read
43. What instance resource allows you to access guided tours, information
about actions, and instruction on how to use inputs and outputs in your
flow?
a) Getting started
b) Wiki
c) help panel (question mark Icon)
d) Docs
e) user guide
f) community
44. here is as example of the criteria set for a knowledge base: Companies:
ACME North America, department: HR, groups: ACME MANAGERS,
Match all: yes. in this example, what user would have access to this
knowledge base?
a) members of the acme managers group, and HR
department, regardless of geography.
b) Employees of the ACME North America, who are members of HR
department or the ACME managers group
c) members of the ACME Manager group, who are also members
of HR departments and part of ACME North America
d) users which are members of either ACME North America, or
HR department or ACME Managers group
45. What is a set of condition applied to a table list to show as subset of the
data?
a) Mask
b) Divis
or c)
Filter
d) Funnel
e) Query
46. what are the different ways you can create a favourite for a particular
 record? Choose two answers?
a) from the record related links, click add favourites
b) from the record form header, click the star icon
c) from the record form header, click additional action menus
and select create favourite
d) from list, click the star icon
e) from list, drag record number to favourites on the navigator.
f) from the record form header, click paperclip icon.
47. if you have the impersonate role, what type of user are you not able to
impersonate?
 a) Extended security admin
b) security desk users
c) special agents
d) government customers
e) security incident response users
48. on a list, what part of the table, does each column show?
a) an element
b) a relationship
c) a record
d) a
attribute e)
a Field
49. Which type of field allows you to enter freely using letters, numbers, and
special characters?
a) multi line text
b) single line text
c) open text
d) text
e)
string
50. To quickly return to your instances home page, what item would you
click?
a) star icon
b) shortcuts icon
c) navigation header
d) gear icon
e) instance logo
f) user menu
51. Which admin role is required to make changes to high security setting?
a) Ad_admin
b) High_sec_admin
c) Sn_ad_admin
d) Admin
e) Security_admin
52. with the admin role, a user would have access to all platform features,
functions, and data with what exceptions?
a) High security and human resources
b) human resources and security operations
c) employee personality identification information and security
operations
d) human resource and enterprise CMDB
e) security operations and vulnerability response
53. from the my approval module, you want to quickly authorize a request.
how can you do this quickly from the list view?
 a) right click on the requested state, select approve
b) right click on the approval number, select approve
c) select approval record by checking box, click on green check
d) right click on the approval number, select approved, click green
check
54. what attributes you can manage using system properties> basic
configuration UI16? Choose five answers?
a) default calendar
b) default
region c) base
theme
 d) preferred browser
e) font style
f) banner image
g) start-up
sound h)
browser tab title
i) animation style
j) user photo icon
on/off k) module
text colour
l) header background colour
m) default homepage
55. What module do you use to access the full screen view of connect?
a) Connect> dashboard
b) Connect>
workspace c)
Connect> connect
chat
d) Connect> tools> workspace
e) Connect> agent workspace
56. A new employee joins the IT department and needs to perform work
assigned to network and Hardware groups. how would you set up their
access? Choose 3 answers?
a) add user account to hardware group
b) add user account to ACL
c) add user account to itil
group d) Create user
account
e) add user account to IT
knowledge base f) add user
account to network group
57. when would you use the following steps? i) Homepage admin >
pages ii) Right click on homepage record iii) select unload portal
page
a) to add a homepage to an update set
b) to delete homepage
c) to publish a homepage to the portal
d) to retire homepage
58. On a business rule, when setting determines at what points the rule
executes. what are the options for specifying that timing?
a) Prior to, synchronous, on update
b) Insert, update, delete, query
c) Before, synchronous, schedule
 job, views d) Before, after, Async,
display
59. what is the language used for scripting in the ServiceNow?
a) Perl
b) Python
c) JavaScript
d) C++
e) PHP
f) Glide
60. which script can run when a record is displayed, inserted, updated,
deleted or when a table is queried?
a) client
script b)
business rule
c) UI script
 d) scheduled job
e) record rule
61. what process allows user to create, categorise, review, approve and
browse important information in a centralised location that is shared
by the entire organization?
a) Self-service management
b) Knowledge-centered
management c) knowledge
management
d) business information management
e) information portal management
62. Which storefront is a single location for accessing prebuilt spokes, to
quickly integrate with 3rd party services to build and share content?
a) integration portal
b) integration store
c) service now spoke store
d) integration one
stop e)
ServiceNow store
f) integration spoke hub
g) spoke store
63. which role can manage multiple knowledge bases?
a) Sn_kb_admin
b) Kb_Admin
c) Knowledge_admin
d) Knowledge_base_admin
64. You are creating a catalog item for ordering a new desktop computer.
The computer have these options: colour: black or silver, ram: 32 MB
or 64 MB, keyboard: standard or economic, monitor: 24 inch or 32
inch. how would you add this option to the catalog item form?
a) add choices
b) add UI
options c) add
variables
d) add fields
65. A service catalog project will involve building 80 catalog items. for each
of the catalog items, the following fields will be mandatory on the forms:
a) requested for
b) requested by
c) approving manager
d) delivery instructions

all of the other variables will be specific to the individual catalog item. what
features would you use when designing the catalog item form?
a) create an order guide which includes all variables; then copy
and hide variables as needed.
b) create one variable set for the four variables; then add the
variable set to each of the eighty catalog items
c) create a variable set template; they apply to all of the catalog
items
d) create a record producer that contains the four fields; then
add to the record producer related list on the catalog items
 e) create a floor designer action, with variable set data pill; then
apply flow to all of the eighty catalog items

66. what is the best practice regarding data imports?

a) plan time before your import to remove obsolete or inaccurate data.
b) use extremely large import sets, instead of multiple large import
sets.
c) adjust your transform maps, after the data is loaded into the target
table
d) create a new import set table for each new data load
e) monitor data quality and clean imported data using the data scrub
workspace
67. which service now resource can be used as a blueprint to map your IT
services to service now?
a) Configuration management database (CMDB)
b) now learning
c) service now wiki
d) service mapping guided setup
e) common service data model (CSDM)
f) IT service management (ITSM)
68. What are the steps for importing data using an import set?
a) Identify source: import transform map; run transformer; verify
import
b) Load the data; create transform map; transform data; clean up
import table
c) select source file; run auto map; transform data; clean up target table
d) set up LDAP; run auto map; transform data; clean up target table
69. you have been asked to create a way for users to order a new iPhone,
but only if they get two levels of approval. the approvers and users
should be automatically notified at each approval level. what feature
would you use to manage the approvals and notification?
a) Flows
b) approval criteria
c) approval chains
d) approval delegates
e) parent child approvers
70. when importing data, what happens to imported rows, if no coalesce
field is specified?
a) all rows are treated as new records, but error will be flagged in the
import log
b) duplicate rows are rejected from the import
 c) all rows are treated as new records. no existing records were updated
d) all rows or rejected from the import, as coalesce field is required
71. what tool allows you to drag and drop to specify links between source
fields on an import set table and destination fields on any service now
table?
a) Mapping assist utility
b) import workspace
c) data source map
d) import designer
e) transform designer
f) transform dashboard
72. when importing data from a spreadsheet which step defines where
the incoming data columns will be written in the receiving tables?
 a) schedule transform
b) select data source
c) field mapping -- filed matching
d) load data
e) create transform app
73. to quickly return to a homepage you were using 5 minutes ago, which item
would you click?
a) gear
icon b)
clock icon
c) right click history
d) homepage icon
e) history module
f) start icon
74. what is the most important thing to remember about activating a plugin?
a) install dependent plugins first
b) tick the box for adding demo data
c) plugins once installed cannot be uninstalled
d) submit HI ticket to get Authorization
e) plugins are prohibited in personal developer instances
75. Certain tables have a prefix like HR_. which kind of tables has a
name that starts with a custom prefix?
a) excluded table
b) scooped application
table c) system table
d) explanation table
e) Xray search table
76. within the report library, there are many baseline reports that can be
used for learning about reports. what could you search for to locate
ITIL best practice indicator reports?
a) KPI
b) ITSM
c) ITIL
d) PA
e) Sn_itil
77. while on an incident record, how would you add a tag for” special
Handling” To the record?
a) click on the context menu, select add tag, type special handling,
press enter
b) on the special handling field, check the box
c) on the tag field, select special handling from the choice list
d) click on the …. icon, click add tag, type special handling, press enter
78. when using context menu on list, form, and column headings, what
are the quick way to access the menus? choose two answers?
 a) right click on the list, form, or
column heading b) click on context
menu icon
c) shift click on the list, form, or column heading
d) double click on the list, form, or column heading.
e) Ctrl M
79. which icon in the banner do you use to turn on the application picker
and the update set picker?
a) Magnifier
b) check box
 c) question
mark d) Gear
e) chat bubbles
80. A new service desk employee in Latin America Complaints that the
create dates and time are incorrect on their incident list. what would you
suggest to fix this issue?
a) use the system properties to correct the instance time zone
b) have them correct the time zone on their computer
c) recommend they use Chrome instead of explorer
d) Have them use the gear icon to set the employees time zone
e) have them clear their cache
81. A department uses SLA data extensively to run reports. they keep
asking for help with building reports off of the same set of tables. they
seem to be conducted by dot walking. What could you do to make it
easier for them to build their reports?
a) System table flow house their reporting data
b) write knowledge articles explaining how to do dot walking
c) create a data source for them and show them how to use it
d) send a team member to a reporting class knock out any untrained
users
e) show them how to export to excel format
82. what are examples of core tables in the ServiceNow platform?
a) Team, party,
awards b) User,
task, incident
c) Work, caller, timecard
d) base configuration item, configuration item, base task
83. What are benefits of assigning work tasks to a group, rather than to an
individual? choose five answers?
a) group members can avoid task which are nearing SLA breach
b) group members can pick task based on the SLA urgency
c) Site support members can pick task based on location
d) groups can assign task to users based on on-
call schedules e) group can assign task to users
based on skills
f) groups can assign task to user based on availability
g) group members can pick task, based on highest priority
h) group members can choose their preferred task from my groups
works
84. what sections on the CI form, can you find information about the other
CIs associated with your CI?
a) related list
b) related items
c) affected CI tab
 d) related links
e) child CI tab
85. A manager wants to run a report showing how many service requests
have been fulfilled for business cards since the beginning of the year.
what table would they select for building this report?
a) Request[sc_req]
b) requested item[sc_req_item]
c) task[task]
d) catalog item[sc_cat_item]
e) catalog task[sc_task]
 f) service catalog[sc_catalog]
86. your customer requires that they be able to monitor which users
are performing impersonation in their instance. what would you
do to meet that requirement?
a) add the role log write[sn_Log_write] to the
impersonator group b) activate the
glide.sys.log_impersonation script
c) create user update set for impersonation tracking
d) on the impersonator role record, right click and select create log
e) from the user icon, select elevate roles
87. sections on a form can appear as: one or two columns, tabs. From form
designer, how do you define a section, so it displays as a tab?
a) name the section
b) add_tab to the end of the section name
c) add. tab to the end of the section name
d) click context menu> configure tabs
e) click the gear and check the tab option
88. a manager is complaining that they can't get the data then they need on
a report, because the data resides in two different tables. this data is used
for many different reports in their department. you have checked to see
if dot walking will meet the requirement and it is not possible. what else
might you try to help this manager?
a) create a database view
b) create a report source
c) create a custom table
d) export the tables to spreadsheet
e) create a report template
89. tables can be characterised in multiple ways. which of this
combination is impossible? choose 2 answers?
a) custom and core
b) customer and child
c) base and parent
d) custom and parent
e) core and base
f) child and core
g) custom and
base h) parent
and child
90. What are advantages of using flow designer? choose three answers?
a) supports legacy
workflows b) less
manual scripting
c) enables complicated
 scripting d) reduces
technical debt
e) supports advanced developers
f) compliments the integration store
g) smooth integration with 3rd party systems
91. what policies are applied to all data entered into the platform via form
(UI), import sets or web services?
a) data submission policies
b) data quality policies
c) data integrity
policies d) data
policies
 e) write policies
92. You have been asked to configure form so an Employee could order a
tablet and select the standard accessory options to purchase with it. these
Standard options are carrying case, screen cleaner, tablet stand, and
screen protector. what approach would you take? choose three answers?
a) on shopping cart configuration, select options to show the add
accessories button b) create one catalog item for each: tablet,
carrying case, screen cleaner, tablet stand,
and screen protector
c) create catalog item for the tablet and add a variable set to
the form for the accessory options
d) Create a record producer and on the form, add a checkbox
variable for each accessory options.
e) create catalog item for the tablet, and on the form, add a checkbox
variable for each accessory option
93. when moving a homepage or dashboard between instances, what must you
remember?
a) they are automatically added to the updates set
b) create a separate update set for them
c) they can be moved using zip files
d) they cannot be moved via XML
e) manually add them to the update set
f) they cannot be moved via updates set
94. when be set up with many to many relationships. what is a classic
example of a scenario where the tables could have many to many
relationships?
a) A task can trigger many workflows and workflow can trigger many
tasks
b) vendors can sell multiple products and products can be sold by
multiple vendors c) request can contain many items and items can
be any item from the catalogs
d) a configuration item can belong to multiple classes and classes can
contain multiple configuration items
95. Your customer wants to add the company’s email banner to each
customer Facing email notification. how would you approach this
requirement?
a) create a company HTTP email wrapper
b) create a company email template
c) create a company CSS package
for emails d) create a company email
header and footer
96. what catalog tool would you use to create a catalog item or record
producer?
a) catalog formatter
 b) catalog flow
builder c) catalog
builder
d) catalog designer
e) variable designer
f) form designer
g) workflow designer
97. On a form header, what icon would you Click to access template features?
a) paper clip
b) stamp
c) context menu
d) more options (….)
98. Which tab on the knowledge base record, would you use to identify the
set of users who are able to read articles in that knowledge base?
a) can read
b) access list
c) accessible to
d) can access
99. when adding a related list to a form, you choose the related list from the
list collector. what is an example of a related list you might see on the list
collector? choose 3 answers?
a) Outages > Task
number
b) catalog task>
parent
c) HR case> parent
d) Problem== parent
e) release phase== parent
100. in flow designer, where is the data from an action stored so
it can be used in subsequent actions in the flow?
a) Data pill
b) data trigger
c) data element
d) field icon
e) field value
101. Which module would you use to create a new automation of
business logic such as approvals, task and notifications?
a) Process Automation> active flows
b) process automation> flow administration
c) process automation> process flow
d) process automation>
workflow editor e) process
automation> flow designer
102. what are the different types of data sources, which may be
imported into service now? Choose 4 answers?
a) implementation
spoke b) JDBC
connection
c) DataHub
d) network
server e) LDAP
connection
f) local sources (i.e., XML, CSV, excel)
103. What are the examples of UI actions relating to forms?
Choose three answers? a) form context menu
 b) form
columns c)
form links
d) form buttons
e) form View
104. Which icon would you double Click to expand and collapse the list
of all applications and modules?
a) Funnel
b) Clock
c) Application
d) Star
105. on what part of the service now instance, would you find the
option to impersonate user?
a) content frame
b) module
c) application
navigator d) banner
106. what are the main components of the form design interface? Choose
3 answers?
a) field picker
b) field
layout
c) form
layout
d) page
header
e) field navigator
107. what features are available in knowledge management to
support continuous improvement on the knowledge articles? Choose
4 answers?
a) flag article
b) tag as helpful
c) submit KB Errata

e) Add comments
d) click frowning icon
f) rate with stars
108. when a custom table is created, which access control rules
are automatically created? Choose 4 answers?
a) Update
b) Execu
te
c) Create
d) Read
e)Delet
f)Write
109. when you set a policy that is applied to all data entered into the
platform (UI, import sets, or web services). where does this policy
required the Default?
a) Network
b) Serv
er
c)Client
d) Browser
110. Which tool is used to define relationship between fields in an
imports Set table and a target table?
a) schema map
b) transform
schema
c) transform
map
d) field transformer
111. How would you navigate to the schema map for a table?
a) system definitions> tables. select table. Go to related links and
click show schema map
b) system dictionary> show schema map. select table
c) system definition> dictionary. select table. go to related links and
click show schema map
d) system definition> show schema map. select table
112. what feature allows you to limit users able to contribute or read
knowledge within a knowledge base?
a) Roles
b) user criteria
c) categories
d) groups
113. What does natural language query allow you to do on a list?
a) set list filter, using audible commands
b) filter list by typing in a phrase
c) predict the filter desired by
the user
d) Speak to the condition
builder
e) automatically select a filter based on keywords
114. your customer has a human resource knowledge base, which is
only accessible to members of the human resource department. A new
procedure regarding employee quarterly reviews needs to be published to
the knowledge base but should be only visible to HR manager. how
would you meet this requirement?
a) Add user criteria for HR manager group on the can read
list of the article
b) add user criteria for HR manager group on the categories
can read list
c) on the knowledge article, add an access control for HR manager
group on the can read list, then publish article to any category.
d) On the knowledge base, add user criteria with a manager can read
script to the can read list, publish articles to any category
115. What type of entitles can receive task assignments, in service
now? choose two answers?
a) Groups
b) Departments
c) Tea
ms
d)
Users
116. what capability allows user to create dashboards with big widgets
to visualise data over time in order to identify areas of improvement?
a) Reporting
b) scheduled reports
c) analytics reports
d) performance analytics
117. which would you follow when testing a catalogue item that has a
manager approval flow? Choose three answers?
 a) make sure the latest flows are activated.
b) use the instance Incognito settings to quickly toggle
between requester and approval
c) use your admin account, so you can approve the
items quickly
d) impersonate the requester to ensure the form
works
e) make sure the requesters user record as manager specified
f) Create and select your testing update set before starting the test
cases.
118. when designing a flow, how do you reference data from a record, in
that flow?
a) Use the condition builder to specify the
desired values
b) drag the data pill onto the flow definition
c) add the table reference using the slush bucket
d) specify the source table on the data pill related list
 e) drag the table icon onto the flow definition
119. after finishing your work on high security setting, what is a
possible way to return to normal admin security levels?
a) Select global update set
b) end impersonation
c) use system administration> normal
security module
d) select normal role
e) logout and back in
120. access controls are evaluated in this order: 1. Match Object
against table ACL 2. Match The object against field ACL. Within step
one above, what order are the table ACLs evaluated?
a) general to specific: table ACL, table.field ACL, parent table. field
ACL
b) specific to general: table.field ACL, parent table.field ACL, * Field
ACL
c) top to bottom: wildcard table ACL, parent table ACL, table ACL
d) bottom to top: table ACL, table. field ACL, parent table. field ACL
e) specific to general: table ACL, parent table ACL, wildcard(*) ACL
121. When selecting the target table for an import, which table can
you select? choose three answers?
a) related tables, using dot walk
b) tables outside of servicenow
c) tables within the existing
application scope
d) tables within the global scope
e) tables which allow write access to other applications
122. A user wants to create a set of filter conditions, where they want
to show records which satisfy two conditions: 1. incidents where the
state is closed, 2. incidents where assignment group is network. after
clicking the funnel icon, what should the user do?
a) define the first condition; click AND button; define second
condition; click run
b) define the first condition; click OR button; define second condition;
press enter
c) define the first condition; click> icon on breadcrumb, define
second condition; press enter
d) define the first condition; click> icon on breadcrumb, define
second condition; click run
e) define the first condition; click AND button; define second
condition; press enter
123. What import utility does the system use when the field names
on the import set match the name of the fields on the target table?
a) scheme mapping
 b) mapping assist
tool
c) automatic
mapping
d) mapping dashboard
124. Report designer contains different sections for configuring your
report which section is used to adjust the look of your report, including
colours, titles and legend layout?
a) Format
b) Configure
c) Layo
ut
d) Style
125. Which statement correctly describes the difference between a
client script and a business rule?
 a) Client scripting executes before a record is loaded and a business
rule executes after a record is loaded
b) a client script executes on the server and a business rule executes on
the client
c) a client script executes before a record is loaded and a business rule
executes after a record is updated
d) a client script executes on the client and a business rule executes on
the server
126. What are the advantages of using flow designer? choose
three answers?
a) reduces technical debt
b) enables complicated
scripting
c) less manual scripting
d) smooth integration with 3rd party system
e) supports advanced developers
127. What tool is used to import data from various data sources and
map that data into service now tables?
a) Update set
b) data
pack
c) import
set
d) transform set
128. How would you distinguish between a base class table and a parent
class table?
a) extended tables can be extended from parent tables or base tables;
but they cannot be extended from both.
b) base class table is not extended from another table. parent
class tables may be extended from another table
c) base class tables always have tables extended from them. parent
tables do not have tables extended from them
d) extended tables are always extended from parent tables.
extended tables are usually extended from base tables
129. What are three security modules often used by the System
Administrator? choose three answers?
a) system security>
security
b) system properties>
security
c) system security> high security settings
d) self-service> my access
e) system security> access control (ACL)
130. On a filter condition, which component is always
a choice list?
a) Operator
b) filter criteria
c) match criteria
d) operation
131. Many actions are included with the flow designer, what are some
frequently used core-actions? choose four answers?
a) look for
update
b) wait for
condition
c) create record
d) look up
record
e) ask for
approval
f) wait for match
132. For your implementation, the following tables are extended from
each other. 1) Incident table is extended from task table 2) super
incident table is extended from incident table. in this situation, which
tables are parent, child and base tables? choose five answers?
a) super incident table is a
parent table
b) super incident table is a child
table
c) task table is a child table
d) super incident table is a base table
e) task table is a parent table
f) incident table is a base
table
g) task table is a base
table
h) incident table is a parent table
i) incident table is a child table
133. Which is the most efficient way to move large amount of data
between instances?
a) Update sets
b) export to data package
c) export to zip
d) export to XML
134. Which service now utility gives a service desk agent the
ability to trace from a service Having an issue, to see which Cis
supporting that service have active issues?
a) CI health dashboard
b) event management homepage
c) service dashboard
d) CI dependency view
135. When importing spreadsheet data into service now, what is the
first step in the process?
a) select coalesce
b) select import set
c) define data source
d) run data
scrabber
e) load data
136. when managing tags, you can adjust who is able to see it. what
are the visibility options? choose three answers?
a) Everyone
b) groups and
users
 c) me
d) Admins
e) Roles and permissions
137. which modules can you use to create a new table? choose
two answers?
a) tables and columns
b) dictionary
c) schema
map
d) tables
138. What service now feature allows you to include data from a
secondary related table on a report?
a) outer join
b) joins
c) SQL
d) dot walking
139. which of the following are not included in an update set by
default? Choose 3 Answers?
a) Business
rules b)
Schedules
c) scheduled jobs
d) transcript
s e) home
pages
f) data
140. what options can you see, when you right click on a CI, from the
CI dependency view map? choose three answers?
a) view affected Cis
b) view cases

d) view recent outages

c) view related tasks
e) view knowledge
141. you have heard about a new application released by service now.
you want to try it out, to see if it might be useful for your company’s
service now implementation. what would be the best way to get hands on
experience with the new application?
a) active the application plug in, on your personal dev instance
b) check the latest release notes on docs.servicenow.com
c) search the wiki for sales demo request form
d) Activate the application plug in, on your company’s production
instance.
142. On a filter condition, there is an element, which is based on
the table, the user access rights, and column on the table. what is this
element called?
a)
Column
b) Field
c) data element
d) attribute
e) label
143. which module would you use to customize your instance banner
image, text and colours?
a) service portal> portals> branding
b) system properties> basic configuration UI16
c) system UI> UI pages> branding
d) home page admin> pages> branding
e) system properties> branding
144. Which service now capability provides assistance to help users
 obtain information, make decisions and perform common work task via
messaging interface?
a) Knowledge
chat b) virtual
agent
c) now support
d) chat box
e) agent workspace
145. service now contains over 25 different report types. what are
some of the types? choose five answers?
a) Semi-
donut b)
Speedometer
c) Donut
 d)
Thermometer
e) Pie
f) Horizontal Bar
g) Odometer
146. On the CI dependency view, what enables you to trace from an
infrastructure item, like a server, to the server that dependent on that
server?
a) Transform
app b)
Relationships
c) automapping utility
d) service tracer
147. which one statement correctly describes access control rule
evalution?
a) roles are evaluated from the general to specific, so a table rule
must be active to continue.
b) if a row level rule and a field level rule exist, both rules must
be true before an operation is allowed
c) rules are evaluated using roles. the role with the most
permissions evaluates the rules first
d) if more than one rules applies to a row, the older rule is evaluated
first
148. Which one of the following describe the primary operations
performed against tables in the service now platform?
a) create, read, upload, delete
b) capture, rate, write, develop
c) create, rate, update,
delete d) create, read,
write, delete
149. what are advantages of using spokes for integration? Choose 3
answers?
a) free spokes are available in the
ServiceNow store b) reduces the need for
code
c) features scale and control
mechanism d) ensures
discoverability and reuse
e) automated event management
150. when looking at a long list of records, you want to quickly filter,
to show only those which have short description containing email. how
might you do that?
a) on search box, select text, type email, click enter
 b) click list magnifier to expand column search, on short
description, type email, click enter
c) click list magnifier to expand column search, on short description,
type %email, click enter
d) click list magnifier to expand column search, on short description,
type *email, click enter
151. a task worker asks how they can monitor any updates occurring to
records assigned to him, like responses from customers. what do you
suggest?
a) on my work list, select activity stream icon to show a frame with
live updates
b) select service desk> my work dashboard
c) open an agent workspace tab for each record he wants to monitor
d) click on the eyeglass icon to expand the monitor frame
152. you have an existing customer, who is using work floors for
their catalog item. Existing purchasing policies to require approval
for any request that totals over $1000.
 However, management wants to change the approval threshold to $1500.
which workflow would you update to make this change?
a) service approval processing
b) purchasing process
flow c) service
catalog request
d) service catalog item request
153. after you create a new table, what is the best practice regarding
the navigation pane? Choose 2 answers?
a) create application menu with the same name as the table label
b) set the font style on both the application menu and the module
c) specify which roles are able to see the module
d) set the filter condition on the
application module e) Create module with
the plural of the table label
f) specify which roles are able to see the application menu
154. What Icon do you use to change the label on your favorite?
a) Triangle
b) Star
c) Cloc
k d)
Pencil
155. What is the platform name for the group table?
a) Group
b) Sys_user_group
c) Sys_group
d) Sys_groups
156. from a form, what would you Click to modify the order of the
fields on the form? Choose 2 answers?
a) context menu> configure> form layout
b) context menu> configure> form designer
c) right click on header> configure> form design
d) context menu> form> layout
e) right click on header> configure>UX dashboard
157. On access control definitions, what are ways you can set the
permissions on a table? Choose 3 answers?
a)
Groups
b)
Roles
c) script that sets the answer variable to true or false
d) CRUD
e) conditional expressions
158. What is used to determine user access to knowledge bases or a
knowledge article?
a) read access flag
b) privacy
settings c) user
criteria
d) sn_kb_read, sn_article_read
159. What is the result of the order in which access controls are
evaluated?
a) Ensures user has access to the application, before evaluating
access to a module within the application
b) ensures user has access to the fields in a table, before considering
their access to the table
 c) Ensures user has access to a table, before evaluating access to a field
in the table
d) ensures user can get to work as quickly as possible.
160. what is a no-code approach to control the mandatory or read
only state of a form field?
a) Client script
b) UI
action c)
UI policy
d) UI Rule
e) UI Script
161. Which module is used as the first step for importing data?
a) Transform data
b) coalesce
data c) Load
data
d) import data
162. Which tool graphically displays an infrastructure view for a
configuration item (CI) and Its relationship with the other CIs?
a) Schema map
b) dependency view
c) dependency map
d) database view
163. Group records are stored in
which table? a)
Group[sys_user_group]
b) Group[s_sys_group]
c) Group[u_sys_group]
d) Group[sn_sys_group]
164. What is the most common role that has access to almost all
platform features, Functions and data?
a) security
admin[security_admin] b)
System
Administrator[admin]
c) Sys admin[sys_admin]
d) Admin[sn_admin]
e) Base admin[base_admin]

165. What service now features can be triggered by events, and is

used to inform users about activities or updates in service now?
a) Emails
b) Texts
c) Alert
 s d)
Events
e) Notifications
166. The serviceNow platform includes which type of interfaces? Choose
3 answers?
a) black office
dashboard b) Now
mobile apps
c) service portals
d) field service task board
e) now platform user interfaces
f) agent Control Center
167. An IT manager is responsible for the network and hardware
assignment groups, each group contains 5 team members. These team
members are working on many tasks, but the manager cannot see any
tasks on the service desk > My Groups Work List. What could explain
this?
a) the manager is not a member of the network and
hardware groups. b) the assignment group manager field
is empty.
c) the manager is not a member of the service desk group
d) the manager does not have the ITIL role.
168. You are showing your customer a new form that you have
created for their new application. they would like to add a field to the
form. where could you do that? Choose 2 answers?
a) select fields and columns module
b) select field class manager module
c) click on context menu, select configure > form design
d) right click on the form header, select configure > form layout
169. A role is defined as what?
a) A persona in a workflow
b) a set of user access
policies c) a collection
of permissions
d) a set of access control rules
170. Which application is used primarily to load data into service now?
a) data import
configuration b) system
import sets
c) import management
d) import hub
171. what are the three key tables in an enterprise CMDB? Choose 3
answers?
a) Sn_cmdb_bak
b) Sn_cmdb
_ci c)
Cmdb_rel_ci
d)
Cmdb_bak
e)
Cmdb_ci
f) Cmdb
g) Sn_cmdb
172. How would you define an access control, to allow a user
with itil role to have permission to create incident records?
 a) Name: incident.none; operation: create; role: itil
b) Name: incident. *; operation: write; Permission: itil
c) Name: incident.none; permission: create; role: itil
d) Name: incident. *; Permission: write; role: itil
e) Name: incident.Any; operation: write; Permission: itil
173. What do you activate when you want to add applications or
functionality within your development instance?
a) Patch
b) app updated set
c) app
package d)
plugin
e) updated pack
174. from a form, what would you Click to add additional fields to
the form? Choose 2 answers?
a) right click on header > add > field

c) context menu > configure > form design

d) context menu > configure > Form layout
b) context menu > form > layout
e) context menu > form > designer
f) right click on header > configure > UX dashboard
175. what resource can you use to view details of the tables and
configuration items (CIs) associated with a particular use case?
a) scenario dashboard
b) common service (CSDM) Product View
c) CMDB Use Case Modeler
d) CI Use Case Modeler
176. service now contains a resource which provides the following: 1)
A standard and shared set of service related definition across service
now products and platforms that will enable and support true service
level reporting. 2) A CMDB framework across our products and
platforms that will enable and support multiple configuration strategies.
what resource do these statements describe?
a) information technology infrastructure library (ITIL)
b) configuration management database
(CMDB) c) common service data
model (CSDM)
d) information technology service management (ITSM)
177. you are asked to create an option in the service catalog, which
will allow a user to click get help and describe the issue they are having.
these forms should create incident records, which are automatically
routed to the service desk, which method would you use?
a) create record producer
b) create content item
c) create catalog item
d) create order guide
178. what type of query allows you to filter list data using normal
words, instead of the condition builder?
a) natural language query
b) Alexa query
c) auto suggest query
d) machine learning query
e) predictive intelligence query
179. what is the best practice related to using the default update
set for moving customization and instances?
a) you should not use the default update sets for moving between
 instances
b) keep default updates set to maximum of 20 records, for
troubleshooting purposes.
c) submit default updates set to application repository
d) merge default update sets before moving between instances
180. What is the name of the table relationship, where two or more
tables are related in a bidirectional relationship, so that the related
records are visible from both tables in a related list?
a) Database view
b) Extended
 c) many to many
d) one to many
181. What function do you use to add buttons, links, and context
menu items on forms and list?
a) UI
policies b)
UI actions
c) UI settings
d) UI config
182. what feature do you use to specify which users are you able to
access a service catalog item?
a) Can order tab.
b) catalog user role
c) can read
role d) User
criteria
183. Tables may have a one-to-many relationship. from the service
catalog, what are examples of tables having a one-to-many
relationship? Choose 3 answers?
a) one cart can have many requests
b) one request can have many requested items
c) one approval can have many requests
d) one requested item can have many approvals
e) one requested item can have many catalog tasks
184. On a form header, what is the three-bar icon called?
a) hamburger icon
b) pancake icon
c) cake icon
d) additional actions or context menu
185. a user is complaining that they are seeing a blank page, when they
click create new, from your custom inventory application. you have
confirmed that they can see the inventory application, and the create new
module on the application navigator. what could be the cause of this
issue?
a) create new module has a broken link
b) user should be using Chrome instead of explorer for their browser.
c) user has read role, but not the write role on the inventory table
d) known intermittent issues with UI15
e) user session has timed out
186. which service now capability allows you to provide
knowledge articles, via a conventional messaging interface?
a) Virtual agent
b) now messenger
 c) agent assist
d) connect agent
187. when moving multiple update sets at one time, what might you
do to facilitate the move?
a) Preview
b) Test
c) Batch
d) Verify
188. what are the components that make up a filter condition? Choose 3
answers?
 a) Field
b) Colu
mn c)
Value
d) Operator
e) match criteria
189. When impersonating a user for testing purpose, what is the best
way to return the instance, logged in with in your user account?
a) logout and back in
b) turn your computer off and on again
c) clear browser
cache d) end
impersonation
190. What type of field has a drop down list, from which you can
pick from predefined options?
a) drop down
b) optio
n c)
choice
d) picker
191. a customer requests the following data quality measures to be
added: 1. incident number should be read only on all list and forms, For
all users. 2. short description field should be mandatory, on all records,
across all applications, on insert. which type of policy would you use to
meet this requirement?
a) dictionary design policy
b) data quality policy
c) field criteria
policy d) data
policy
192. User records are stored in
which table? a) User[sys_user]
b) User[sn_user]
c) User[u_sys_user]
d) User[s_user]
193. Your Customer would like to create a new templates to notify
users who are affected by network outage at their site. which module
would you use to create a new notification?
a) system properties > email > settings
b) administration > notification overview
c) user preferences > email >
notifications d) system notification
> email > notifications
 e) click gear > notifications > new
194. Two departments (HR onboarding and facilities) have come to
you, asking for a way for employees to request event room setup services.
The requirements are the same for the form and the task routing to the
facilities assignment group. 1) For HR, the item will be used primarily
for the onboarding condition, for employees orientation sessions. 2) for
facilities, the item will be used for anyone in the company who needs
room setup services. However, both departments have their own service
catalogs. what do you do, to support these requirements?
a) create one catalog item for event room setup; then use ACLs to
control access.
b) create one catalog item for HR event room setup and one for
facilities even room setup; then publish each to the appropriate
catalog
 c) create one catalog item for event room setup; then publish to the parent
catalogue, which is accessible to both HR and facilities.
d) create one catalogue item for event room setup; then publish to both
catalogs.

NO.1 Which would NOT appear in the History section of the Application Navigator?
A. Records
B. UI Pages
C. Lists
D. Forms
Answer: B
NO.2 What module in the Service Catalog application does an Administrator access
to begin creating a new item?
A. Maintain Categories
B. Maintain Items
C. Content Items
D. Items
Answer: B
NO.3 Which term refers to application menus and modules which you may want to
access quickly and often?
A. Breadcrumb
B. Favorite
C. Tag
D. Bookmark
Answer: B
NO.4 Which term best describes something that is created, has worked performed
upon it, and is eventually moved to a state of closed?
A. report
B. workflow
C. event
D. task
Answer: D
NO.5 Which of the following are a type of client scripts supported in ServiceNow? (Choose
four.)
A. onSubmit
B. onUpdate
C. onCellEdit
D. onLoad
E.onEdit
F.onChange
G. onSave
Answer: A C D F

NO.6 What is a formatter? Select one of the following.

A. A formatter allows you to configure applications on your instance
B. A formatter is a form element used to display information that is not a field in the
record
C. A formatter allows you to populate fields automatically
D. A formatter is a set of conditions applied to a table to help find and work with data
Answer: B
NO.7 Which one of the following statements describes the contents of
the Configuration Management Database (CMDB)?
A. The CMDB contains data about tangible and intangible business assets
B. The CMDB contains the Business Rules that direct the intangible, configurable
assets used by a company
C. The CMDB archives all Service Management PaaS equipment metadata and usage
statistics
D. The CMDB contains ITIL process data pertaining to configuration items
Answer: A

NO.8 Which one of the following statements describes the purpose of a Service
Catalog workflow?
A. A Service Catalog workflow generates three basic components: item variable
types, tasks, and approvals
B. Although a Service Catalog workflow cannot send notifications, the workflow
drives complex fulfillment processes
C. A Service Catalog workflow is used to drive complex fulfillment processes and
sends notifications to defined users or groups
D. A Service Catalog workflow generates three basic components: item variable
types, tasks, and notifications
Answer: C

NO.9 Which of the following statement describes the purpose of an Order

Guide?
A. Order Guides restrict the number of items in an order to only one item per request
B. Order Guide provide a list of guidelines for Administrators on how to set up item
variables
C. Order Guide provide the ability to order multiple, related items as one request
D. Order Guides take the user directly to the checkout without prompting for information
Answer: C
 NO.10 Which type of interface enables you to display multiple performance
analytics, reporting and other widgets on a single screen?
A. Form
B. List
C. Dashboard
D. Timeline
Answer: C

NO.11 What is a Dictionary Override?

A. A Dictionary Override is an incoming customer update in an Update Set which
applies to the same objects as a newer local customer update
B. A Dictionary Override is the addition, modification, or removal of anything that
could have an effect on IT services
C. A Dictionary Override is a task within a workflow that requests an action before
the workflow can continue
D. A Dictionary Override sets field properties in extended tables
Answer: D

NO.12 Record numbers have to be manually incremented

A. True
B. False
Answer: B

NO.13 Service Now is a single-instance, multiple tenant architecture?

A. True
B. False
Answer: B

NO.14 Which of the following concepts are associated with the ServiceNow
CMDB? (Choose four.)
A. Service Processes
B. User Permissions
C. Tables and Fields
D. A Database
E.The Dependency View
Answer: A C D E

NO.15 UI Policy can make fields read-only, mandatory, or hidden.

A. True
B. False
Answer: A

NO.16 What are the two aspects to LDAP Integration?

A. Data Population
B. Data formatting
C. Authorization
D. Authentication
Answer: A D

NO.17 Buttons, form links, and context menu items are all examples of what
type of functionality?
A. Business Rule
B. UI Action
C. Client Script
D. UI Policy
Answer: B

NO.18 Which one of the following statements is a recommendation from

ServiceNow about Update Sets?
A. Avoid using the Default Update set as an Update Set for moving customizations
from instance to instance
B. Before moving customizations from instance to instance with Update Sets,
ensure that both instances are different versions
C. Use the Baseline Update Set to store the contents of items after they are changed the
first time
D. Once an Update Set is closed as "Complete", change it back to "In Progress" until
it is applied to another instance
Answer: A

NO.19 What are the four knowledge workflows available in the ServiceNow
base instance?
A. Approval publish: Request approval from a manager of the knowledge base
before moving the article it the publish state
B. Instant Publish: Immediately publishes a draft article without requiring an approval
C. Instant Retire: Immediately retires a published article without requiring an approval
D. Retire Knowledge: Moves a knowledge article to the retired state.
Answer: A

NO.20 Which three Variable Types can be added to a Service Catalog Item?
A. True/False, Multiple Choice, and Ordered
B. True/False, Checkbox, and Number List
C. Number List, Single Line Text, and Reference
D. Multiple Choice, Select Box, and Checkbox
Answer: D

NO.21 How is the Event Log different from the Event Registry?
A. Event Log contains generated Events, the Event Registry is a table of Event definitions
B. Event Log is formatted in the Log style, the Event Registry displays different fields
C. Event Log lists Events that were triggered by integrations, the Event Registry
lists the Events that were triggered during the day (24-hour period)
D. Event Log is the same as the Event Registry
Answer: A

NO.22 What are the three components of a filter condition?

A. Table
B. Value
C. Field
D. Operator
Answer: B C D

NO.23 There are common types of Interfaces (Numeric Value)

6: There are six common types of interfaces
A. Homepage: Consists of navigational elements, functional controls, and platform
information.
B. List: Display records from a data table, as well as allow you to edit the record
information using the List Editor functionally.
C. Form: Data is entered into ServiceNow through forms
D. Dashboard: Enable you to display multiple performance analytics, reporting and
other widgets on a single screen.
E.Maps: Display ServiceNow data graphically on a Google map
F.Timelines: Used to track tasks or projects
Answer: C

NO.24 What is the purpose of a Related List?

A. To create a one-to-many relationship
B. To dot-walk to a core table
C. To present related fields
D. To present related records
Answer: D

NO.25 For Administrators creating new Service Catalog items, what is a

characteristic they should know about Service Catalog variables?
A. Service Catalog variables can only be used in Record Producers
B. Service Catalog variables can only be used in Order Guides
C. Service Catalog variables cannot affect the order price
D. Service Catalog variables are global by default
Answer: D

NO.26 Which are valid Service Now User Authentication Methods? (Choose
 three.)
A. XML feed
B. Local database
C. LDAP
D. SSO
E.FTP authentication
Answer: B C D

NO.27 Which tool is used to have conversations with logged-in users in real-
time?
A. Connect Chat
B. Now Messenger
C. User Presence
D. Comments
Answer: A

NO.28 Which of the following allows a user to edit field values in a list without
opening the form?
A. Data Editor
B. Edit Menu
C. List Editor
D. Form Designer
Answer: C

NO.29 In what order should filter elements be specified?

A. Field, Operator, then Value
B. Field, Operator, then Condition
C. Operator, Condition, then Value
D. Value, Operator, then Field
Answer: A

NO.30 What is a Record Producer?

A. A Record Producer is a type of Catalog Item that is used for Requests, not Services
B. A Record Producer creates user records
C. A Record Producer is a type of Catalog Item that provides easy ordering by
bundling requests
D. A Record Producer is a type of a Catalog Item that allows users to create task-based
records from the Service Catalog
Answer: D

NO.31 Which one of the following statements is true about Column Context
Menus?
A. It displays actions such as creating quick reports, configuring the list, and exporting
 data
B. It displays actions related to filtering options, assigning tags, and search
C. It displays actions related to viewing and filtering the entire list
D. It displays actions such as view form, view related task, and add relationship
Answer: A

NO.32 Which of the following is true of Service Catalog Items in relation to the
Service Catalog?
A. They run behind the scenes.
B. They are the building blocks.
C. They are optional.
D. They provide options.
Answer: B

NO.33 What are the main UI component(s) of the ServiceNow Platform?

A. Banner Navigator
B. Banner Frame
C. Application Frame
D. Application Navigator
E.Content Menu
F.Content Frame
Answer: B D F
NO.34 The baseline Service Catalog homepage contains links to which of the
following components?
A. Record Producers, Order Guides, and Catalog Items
B. Order Guides, Item Variables, and Workflows
C. Order Guides, Catalog Items, and Workflows
D. Record Producers, Order Guides, and Item Variables
Answer: A

NO.35 Access Control rules may be defined with which of the following
permission requirements? (Choose three.)
A. Roles
B. Conditional Expressions
C. Assignment Rules
D. Scripts
E.User Criteria
F.Groups
Answer: A B D

NO.36 Which are states that you can make a field on a form using UI Policy?
A. read-only
B. write-only
C. Necessary
D. Mandatory
E.Empty
F.Hidden
Answer: A D F

NO.37 Which of the following can be customized through the Basic

Configuration UI 16 module? (Choose three.)
A. Banner Image
B. Record Number Format
C. Browser Tab Title
D. System Date Format
E.Form Header Size
Answer: A C D

NO.38 database live at the Data Center.

A. True
B. False
Answer: A

NO.39 is a computer program running as a service; a physical computer

dedicated to running one or more services, or a system running a database.
Answer: Server
NO.40 Which one of the following statements applies to a set of fields when
they are coalesced during an import?
A. If a match is found using the coalesce fields, the existing record is updated with the
information being imported
B. If a match is not found using the coalesce fields, the system does not create a
Transform Map
C. If a match is found using the coalesce fields, the system creates a new record
D. If a match is not found using the coalesce fields, the existing record is
updated with the information being imported
Answer: A

NO.41 What information does the System Dictionary contain?

A. The human-readable labels and language settings
B. The definition for each table and column
C. The information on how tables relate to each other
D. The language dictionary used for spell checking
Answer: B

NO.42 What is the Import Set Table?

A. A table where data will be placed, post-transformation
B. A table that determines relationships
C. A staging area for imported records
D. A repository for Update Set information
Answer: C

NO.43 What is the name of the conversational bot platform that provides
assistance to help users obtain information, make decisions, and perform
common tasks?
A. Answer Agent
B. live Feed
C. Virtual Agent
D. Connect Chat
Answer: C

NO.44 Reports can be created from which different places in the platform?
(Choose two.)
A. List column heading
B. Metrics module
C. Statistics module
D. View / Run module
Answer: A D

NO.45 Which one of the following statements best describes the purpose of an
Update Set?
A. An Update Set allows administrators to group a series of changes into a named set
and then move this set as a unit to other systems
B. By default, an Update Set includes customizations, Business Rules, and homepages
C. An Update Set is a group of customizations that is moved from Production to
Development
D. By default, the changes included in an Update Set are visible only in the instance to
which they are applied
Answer: A

NO.46 When using the Load Data and Transform Map process, what is the
Mapping Assist used for?
A. Mapping fields using the Import Log
B. Mapping fields using Transform History
C. Mapping fields using an SLA
D. Mapping fields using a Field Map
Answer: D

NO.47 The display sequence is controlled in a Service Catalog Item using

which of the following?
A. The Default Value field in the Catalog Item form
B. The Sequence field in the Catalog Item form
C. The Order field in the Variable form
D. The Choice field in the Variable form
Answer: C

NO.48 A group is stored in which table?

A. Group[user group]
B. Group[sys_user]
C. Group[sys_user_group]
D. Group[sys_user_group_profile]
Answer: C

NO.49 When working on a form, what is the difference between Insert and
Update operations?
A. Insert creates a new record and Update saves changes, both remain on the form
B. Insert creates a new record and Update saves changes, both exit the form
C. Insert saves changes and exits the form, Update saves changes and remains on the
form
D. Insert saves changes and remains on the form, Update saves changes and exits the
form
Answer: D

NO.50 What is the purpose of flagging an article in a knowledge base?

A. To mark an article to read later.
B. Allow a user to submit feedback about an article
C. Reporting an error
Answer: B

NO.51 What is the master table that contains a record for each table in the
database?
A. [sys_master_db]
B. [sys_db_object]
C. [sys_master_object]
D. [sys_object_db]
Answer: B

NO.52 Which technique is used to get information from a series of referenced

fields from different tables?
A. Table-Walking
B. Sys_ID Pulling
C. Dot-Walking
D. Record-Hopping
Answer: C

NO.53 Which one of these applications is available to all users?

A. Change
B. Incident
C. Facilities
D. Self-Service
Answer: D

NO.54 Tables are made up of which of the following?

A. records
B. lists
C. forms.
D. fields
Answer: A D

NO.55 A knowledge article must be which of the following states to display to

a user?
A. Published
B. Drafted
C. Retired
D. Reviewed
Answer: A

NO.56 What are the 6 methods available for user authentication?

A. Local Database: The user name and password in their user record in the instance
database.
B. Multifactor: The user name and password in the database and passcode sent to the
user's mobile device that has Google Authenticator installed
C. LDAP: The user name and password are accessed via LDAP in the corporate
directory, which has a matching user account in the database.
D. SAML 2.0: The user name and password configured in a SAML identity provider
account, which has a matching user account in the database.
E. OAuth 2.0: The user name and password of OAuth identity provider, which has a
matching user account in the database.
F. Digest Token: An encrypted digest of the user name and password in the user record.
Answer: A B C D E F

NO.57 Knowledge articles within a knowledge base are grouped by category.

A. True
B. False
Answer: A
 NO.58 A REQ number in the Service Catalog represents...
A. the order number.
B. the stage.
C. the task to complete.
D. the individual item in the order.
Answer: A

NO.59 As it relates to ServiceNow reporting, which of the following statements

describes what a metric can do?
A. A metric is a report gauge used on homepages to display real-time data
B. A metric is a time measurement used to report the effectiveness of workflows and
SLAs
C. A metric is used to measure and evaluate the effectiveness of IT service
management processes
D. A metric is a comparative measurement used to report the effectiveness of workflows
and SLAs.
Answer: C

NO.60 Knowledge Base Search results can be sorted by which of the

following? (Choose three.)
A. Most recent update
B. Popularity
C. Relevancy
D. Manager assignment
E.Number of views
Answer: A C E

NO.61 Which of the following statements is true when a new table is created
by extending another table?
A. The new table archives the parent table and assumed its roles in the database
B. The new table inherits all of the Business Rules, Client Scripts, and UI Policies of
the parent table, but none of the existing fields
C. The new table inherits all of the fields of the parent table and can also contain
new fields unique to itself
D. The new table inherits all of the fields, but does not inherit Access Control rules,
Client Scripts, and UI Policies of the parent table
Answer: C

NO.62 What is the path an Administrator could take to view the fulfillment
stage task list for an
order placed by a user?
A. RITM (Number)>REQ (Number)>PROCUREMENT (Number)
B. REQ (Number)>RITM (Number)>PROCUREMENT (Number)
C. REQ (Number)>RITM (Number)>TASK (Number)
D. FULFILLMENT (Number)>RITM (Number)>TASK (Number)
Answer: C

NO.63 What refers to an application or system that accesses a remote service or

another computer system, known as a server?
A. Server
B. Client
C. Script
D. Policies
Answer: B

NO.64 Which one statement correctly describes Access Control rule

evaluation?
A. Rules are evaluated using roles. The role with the most permissions evaluates the rules
first
B. If more than one rule applies to a row, the older rule is evaluated first
C. If a row level rule and a field level rule exist, both rules must be true before
an operation is allowed
D. Rules are evaluated from the general to the specific, so a table rule must be active to
continue
Answer: C

NO.65 When searching using the App Navigator search field, what can be
returned? (Choose four.)
A. Names of Applications and Modules
B. Names of Modules
C. Names of Applications
D. Favorites
E.History Records
F.Titles of Dashboard Gauges
Answer: A B C D

NO.66 How are Workflows moved between instances?

A. Workflows are moved using Update Sets
B. Workflows are moved using Transform Maps
C. Workflows are moved using Application Sets
D. Workflows cannot be moved between instances
Answer: A

NO.67 A Service Catalog may include which of the following components?

A. Order Guides, Exchange Rates, Calendars
B. Order Guides, Catalog Items, and Interceptors
C. Catalog Items, Asset Contracts, Task Surveys
D. Record Producers, Order Guides, and Catalog Items
Answer: D

NO.68 Which application is used to change the number format per table?
A. Number Maintenance
B. System Maintenance
C. Table Maintenance
D. Record Maintenance
Answer: A

NO.69 What is a way that you can mark a knowledge article for review?
A. Flag article
B. Review
C. Bookmark
D. On Hold
Answer: A

NO.70 What are the 5 provided Roles by ServiceNow?

A. System Administrator: The admin role provides access to all platform features,
applications, functions and data.
B. Specialized Administrator: Specialized administrator roles manage specific
functions or applications, such as Assignment Rules, Knowledge base,
reports, or web services
C. Fulfiller: Users with the ITIL role may fulfill ITIL activities associated with
the ITIL workflow, including Incident and Change management.
D. Approver: Users with the Approver user role can perform all requester actions and
may view or modify approval records directed to the approver
E. Requester: Also known as Employee Self Service (ESS) users, these users have
no roles but can submit and manage their own requests, access public pages, etc.
Answer: A B C D E

NO.71 UI Action can prompt that an Incident has been successfully submitted.
A. True
B. False
Answer: A

NO.72 What defines conditions that are evaluated against users to

determine which users can create, read, write, and retire knowledge
articles.
A. User conditions
B. User info
C. User Criteria
D. User permissions
Answer: C

NO.73 What is a schema map?

A. A schema map enables administrators to define records from specific tables as
trouble sources for Configuration Items
B. A schema map graphically organizes the visual task boards for the CMDB
C. A schema map graphically displays the Configuration Items that support a business
service
D. A schema map displays the details of tables and their relationships in a visual
manner, allowing administrators to view and easily access different parts of the
database schema
Answer: D

NO.74 What is the function of user impersonation?

A. Testing and visibility
B. Activate verbose logging
C. View custom perspectives
D. Unlock Application master list
Answer: A

NO.75 What is the platform name for the User table?

A. u_users
B. sys_users
C. x_users
D. sys_user
Answer: D

NO.76 A User is stored in which table?

A. User [sys_user]
B. User [ sys_user_group]
C. User [ syst_user_profile]
D. User [user_profile]
Answer: A

NO.77 What is the difference between UI Policy and UI Action?

A. UI Action can make fields read-only, mandatory, or hidden. while UI Policy can
make a save button visible for appropriate users.
B. UI Policy can make fields read-only, mandatory, or hidden. while UI Action can
make a save button visible for appropriate users.
Answer: B

NO.78 Where can Admins check which release is running on an ServiceNow

 instance?
A. Memory Stats module
B. Stats module
C. System.upgraded table
D. Transactions log
Answer: B

NO.79 Which group of permissions is used to control Application and Module

access?
A. Access Control Rules
B. UI Policies
C. Roles
D. Assignment Rules
Answer: C

NO.80 What is generated from the Service Catalog once a user places
an order for an item or service?
A. A change request
B. An Order Guide
C. A request
D. An SLA
Answer: C

NO.81 Which type of tables may be extended by other tables, but do not extend
another table?
A. Base Tables
B. Core Tables
C. Extended Tables
D. Custom Tables
Answer: A

NO.82 Service Now uses what term to describe all the data saved within a
particular form?
A. Fields
B. Form
C. Record
D. Lists
Answer: C

NO.83 Where would you go in ServiceNow to order services and products

offered by various departments?
A. Service Catalog
B. Self Service
C. Service Department
D. Customer Service
Answer: A

NO.84 Table Access Control rules are processed in the following order:
A. any table name (wildcard), parent table name, table name
B. table name, parent table name, any table name (wildcard)
C. parent table name, table name, any table name (wildcard)
D. any table name (wildcard), table name, parent table name
Answer: B

NO.85 Configuration will not affect what others see on their forms.
A. True
B. False
Answer: B

NO.86 Data Policy can enforce mandatory data on import.

A. True
B. False
Answer: A

NO.87 What displays a set of records from a table?

A. View
B. Dashboard
C. Panel
D. List
Answer: D

NO.88 A role is recorded in which table?

A. Role[sys_user]
B. Role[sys_user_profile]
C. Role[sys_user_record]
D. Role[sys_user_role]
Answer: D

NO.89 Which of the following is used to initiate a flow?

A. A Trigger
B. Core Action
C. A spoke
D. An Event
Answer: A

NO.90 What are the two pathways to view feedback left on a published article?
A. Knowledge > articles > My Flagged
B. Knowledge base > my knowledge > flagged articles
C. Knowledge > My articles > Flagged
D. Knowledge > articles > published
Answer: A D

NO.91 Create Incident, Password Reset, and Report outage: what do these
services in the Service Catalog have in common?
A. They direct the user to a record producer
B. They direct the user to a catalog property
C. They direct the user to a catalog UI policy
D. They direct the user to a catalog client script
Answer: A

NO.92 From the User menu, which actions can a user select? (Choose three.)
A. Send Notifications
B. Log Out ServiceNow
C. Elevate Roles
D. Impersonate Users
E.Order from Service Catalog
F.Approve Records
Answer: B C D

NO.93 Business Rules are used to enforce mandatory data on a form.

A. True
B. False
Answer: B

NO.94 What is a characteristic of importing data into ServiceNow?

A. An existing Transform Map can be used one time on the same import set
B. Coalesce fields are used only after running Transform
C. Any user can manage and set up import sets
D. An existing Transform Map can be used multiple times on the same import set
Answer: D

NO.95 Each knowledge bases can have unique lifecycle workflows, user
criteria, category structures, and management assignments.
A. True
B. False
Answer: A

NO.96 Which statement is true about business rules?

A. A business rule must run before a database action occurs
B. A business rule can be a piece of Javascript
C. A business rule must not run before a database action occurs
D. A business rule monitors fields on a form
Answer: B

1. What is true about workflow?

Ans: Workflow can be edited only after checkout.

2. If prefix of Incident needs to be changed, which table should I refer?

Ans: Number Maintenance table [sys_number].

3. What is client transaction log?

Ans. The Client Transaction Timings feature enhances the system logs by providing more
information on the durations of transactions between the client and the server.
4. Out of the below listed applications which will not run natively on smartphones?
a)Workflow
b)User Administration
c)self-service
d)Service catalog
5.Select one of the following which contains text search options
a)Knowledge
b)Lists
c)Application Navigator/Left Navigation
d)Homepage
e)All the above
6. Which is the search engine for serviceNow?
a)AnswerNow
b)GoogleNow
c)Zing
d)Search
7. In service catalog, either a request or a request item can have workflow, but not both
a)true
b)false
8. What is event registry ?
Ans:It contains all event definitions

9.What path the administrator should follow to check the fulfillment task of a request
Ans:Request Number> Requested item number> Catalog task number
10.What is the difference between event log and event registry?
Ans:Event log contains all the event records and event registry contains all the definitions
of an event.
11.Can a user delete live feed post?
Ans:No he cannot.He can delete only his post not others.
12.Reports can be made from the following.
Select any two:
Ans: a)Matrix Module
b)Statistics Module
c)Context menu
d)View/Run Module
13.Match the following with appropriate user:
1)Perform catalog item assigned task and closure process
2)Manage ,views and modify requests
3)Can request for item,View own request items
14)Assign Role,Manage incidents,Problems and change
a)ITIL/fulfiller
b)System administrator
c)Approver
d)ESS user/End User
Ans:1 – c
2–a
3–d
4–b
15)What is the recommendation from service now for update set:
Ans:Do not use Default update set
16) All the applications of service which runs in browser will run in mobile.
Ans:a)True
b)Flase
17. Changes made to gear will be applied to all the users.
Ans:a)True
b)False
18.Mapping assist is used for
Ans: Automatically mapping using filed map
19.What is true about roles
Ans: It is one of the record in sys_user_role table
20. Which among the following can a UI policy accomplish?
Ans: Making a field read-only
21. What steps will u take to load data from spreadsheet?
Ans - load data, create transform map, transform
22. What does CMDB consists of?
Ans: Tangible and intangible business assets.
23. ACL is applied on -
a. user
b. groups
c. applications/modules
d. table and field in table
24. Which of the following are available in Service Catalog:-
Ans: Record Producer, Catalog Variables, Order Guides
25. What does a transform map do?
Ans: A transform map is a set of field maps that determine the relationships between
fields in an import set and fields in an existing Service Now table (such as Incidents or
Users).
26. Which of the following gets automatically captured in an update set:-
a. Table, schedules, forms
b. Table, forms, data
d. Tables, forms, views
27. Give example of a one to many relationships
Ans: sys_user table referring to the assigned_to field in Task table
28. Global Search option can be found in which part of UI?
Ans : On Banner
29. What all are there in UI14 instance?
Ans:Banner,Edge, Content pane and Application Navigator
30. What is true about SLA-Retroactive start?
Ans: If you select the Retroactive start check box, the Set start to field appears, offering
options for starting the SLA from various events on the table selected.
31. Shortcut to approve a Service Request?
Ans: Go to service request list and Right click on the request number and approve.
32.what is record producer?
Ans: A record producer is a specific type of catalog item that allows end users to create
task-based records.
33.How can you define a user in serviceNow
Ans: It is a record in sys_user table
34.How many working SLAs can be attached to an Incident?
Ans: a)More than 3
b)1
c)Infinite
d)Less than 10
35. ACL evaluates on below….
Ans: condition/script and roles
36. What does Order guide refer to in Service Catalog?
Ans: Bundled Request (An order guide gives customers an easy way to order multiple
related items as a single

Where can you view information about system activity? system logs

If the system is going to be upgraded,what will be exempt from the upgrade?

Any record that has been altered from the base state
by the customer
How do you limit file attachments?
Security>System Security
SLAs include actions that can be triggered when during the lifecycle?
Anytime

What is a tool that will autopopulate the CMDB about your windows computer?
Help the helpdesk
What is A BSM Map? Business Service Management BSM map graphically displays the
configuration items, CI, that support a business service.
How are users related to roles or groups? 1 to Many Relation

Where do you go in ServiceNow to change the banner and colors? System Properties,
then CSS Properties
What is the sequencing of publishing a Knowledge Article? Draft Review Publish
service catalog workflow can be attached in 3 ways:
manually on the catalog item form
automatically based on conditions
automatically if no other workflows attached

How KB are organized? –By Topics and Categories

KB articles are referred in which modules below (Service Catalog, News, INC)? Ans:
News

Role assignment. Ans: Inherits to group members

if User customizes the Homepage, what happens? Ans: A prefix My is added to the
homepage.

38.What is there stored in CMDB? Ans: Measurable tangible and intangible data of a
CI.
How ACL will execute? Ans: generic to specific

What is the true if we delete the system table?

Ans: Automatically recreated deleted System table in Next Upgrade

When High Security plugin is activated? Ans: Penetration testing

Out of the below listed applications which will not run natively on smartphones?
a)Workflow
b)User Administration
c)self-service
d)Service catalog
.Select one of the following which contains text search options
a)Knowledge
b)Lists
c)Application Navigator/Left Navigation
d)Homepage
e)All the above
Which is the search engine for serviceNow?
 a)AnswerNow
b)GoogleNow
c)Zing
d)Search
Reports can be made from the following.
Select any two:
Ans: a)Matrix Module
b)Statistics Module
c)Context menu
d)View/Run Module
What is the recommendation from service now for update set:
Ans:Do not use Default update set

All the applications of service which runs in browser will run in mobile.
Ans:a)True
b)Flase
Changes made to gear will be applied to all the users.
Ans:a)True
b)False

How many working SLAs can be attached to an Incident?

Ans:a)More than 3
b)1
c)Infinite
d)Less than 10
What is the important factor to remember when a user is creating catalog variable?
Ans: Catalog Variables are global by default.

Which of the following is possible via an inbound action?

A. schedule a job
B. sends an email notification
C. modifying existing records

Which setting allows the user to view knowledge articles without logging in?
a. ESS Role b. Public Setting c. View All Setting d. View all Role
ESS can access-
Ans. My Items, My requests, KB
Data Dictionary is used for?
Ans. Database Structure

Workflow editor and Service catalog differs in approval methodology?

Ans. True
Data inconsistency correction is done from automated?
Ans.
 I. Plugin
II. Configurations
III. Workflow
IV. None of these

Gauge is added to homepage

Knowledge process consists of – document creation, approval and review from SMEs and
publishing
What is one thing in workflows peculiar for catalog?
ans - You can define visibility of variables on task form through workflow when it is
created
What is the one pause condition for incident SLA?
ans - awaiting <something>
Which of the following is true:-
a. When moved from left to right slush bucket, ref fields become bold
b. System tables cannot be deleted
c. Deleted system tables will be created again during an instance upgrade
How do you confirm an instance upgrade?
Ans: System Logs->events->system.upgraded, use this event to trigger the System
Upgraded notification
If the system administrator wants to modify the homepage, which of the following links
on the page indicates that this can be done
a. Add Context b. Change Layout c. Make Gauge
How do you change the color of the instance?
Ans: Using Navigation Menu under Content Management.
do you know which release version of Service Now you are working on?
Ans: Go to System Diagnostics->Stats and check the Build name.
Which of the following is true regarding roles?
Ans: Roles can contain other roles. When user is assigned to a role, he will inherit the
contained roles as well.
Which of the following defines a condition?
Ans: Field, Operator, Value
4. Where BSM maps are stored? On which table?
➔ bsm_map2 table (Business Service Management map)
➔ Workflow [wf_workflow] - The master records of workflows.
➔ Workflow [wf_workflow_version] - Particular versions of a workflow, either
published versions or versions that have been checked out.
➔ Workflow Context [wf_workflow_context] - Individual instances of a workflow
being used.

Which field should be there in table that identifies that it should be captured in Update
Sets?
Ans: update_synch attribute
What does workflow timelines represent?
Ans: Shows timestamps in graphical form for activities of workflow.
If a user is not given filter_global or filter_admin role, what will be the impact?
Ans: He can save the custom filter for himself only, neither for his group nor
globally.
Scenario when an Interceptor can be used?
Ans: In change management case to provide different option for user in case of
separate view and template
Book mark feature can be found in which UI version?
Ans: UI 11 (June 11 release)
Data Dictionary is used for?-
Ans: Database Structure
How to change Homepage Color?
Ans: CMS (Content Management System)
How can you view reports on homepage?
Ans: Add to Homepage
Where are customizations stored?
Ans: sys_update_xml [Customer Update] table
How to set display value for any field.
Ans: By using dictionary
After save on form. Which fields get stored in activities log.?
Ans: Audited fields
In which place admin can edit the HomePgae?
Ans: (Add Content)
How to see the current version of instance as an Admin?
Ans: (System Diagnostic application >> Stats Module >> Build)
What all are available in a knowledge homepage?
General, application, policies, email, news

When Business rules can be used in Knowledge base?

Scenario based: To insert Knowledge Article or Knowledge Submission through
Incident, problem or change as record is closed in these mgmt.

Content of banner in S-Now. –

Ans: Global Search, Impersonation Icon, Update Set, Print, Logout, Home, Debug,
Wiki help

Where Pause condition in SLA can be used ?

it can be put on any desired field (t)

When putting Pending State

 When putting Resolved State

when putting

Can we delete all tables?

Yes we can format them
No we can't delete any table
Only fields can be deleted
Only user tables can be deleted .System tables can't be deleted (t)

_________ is used for exchanging structured information in the implementation of Web

Services in computer networks.
PaaS ( Platform as a Service )
SaaS( Software as a Service )
SOAP (t)
o All of the above

1. To change the prefix of a Ticket Number which module of Service Now is used ?
System Properties
UI Macro
Number Maintenance table (t)
through Scrip

2.When you click on create an incident, reset an password, report an outage, where does it
take you?
Catalog property
Service Requests
Order Guides
Record Producers (t)

3.How to decide which application will be visible on logging?

Defined through Manager Permissions
Everybody can see all the applications
UI Policy
Defined on the basis of roles assigned to the user.

4. In which part of UI global search appears?

Content frame
Application Navigation
Homepage
Banner Frame (t)

5.What is single sign on?

 It is related to the enries entered in record producers
this is used for checking out the workflow
Through this by logging in once in a instance you have the rights or the access
authentication of all the softwares and web applications (t)
It is used for sending email to every users

6. What is there stored in CMDB?

Measurable tangible and intangible data of a Buisness Service & CI.
Measurable tangible and intangible data of a CI. (t)
Measurable tangible and intangible data of a table & CI.
Measurable tangible and intangible data of a Record Producer & CI.
\

7. Purpose of workflow ?
Workflow is a et of complex CI configuration and scripts used for creating a BSM
workflow generates a sequence of activities, such as generating records or running
scripts, and notifications (t)
Workflow is just used for delievery plan in Service Catalog
Workflow is used only for approvals & notificatuions

8.For which of the option, changes are captured in Update Set?

Data Record
Configuration Items
Table (t)
NewUser/Group

9._________ is used for exchanging structured information in the implementation of Web

Services in computer networks.
PaaS ( Platform as a Service )
SaaS( Software as a Service )
SOAP (t)
o All of the above

10._______ User can see tickets ,messages and mails of other user.
ESS
Manager
Analyst
Delegate (t)

11.What does Key Icon on banner indicates in Service Now ?

On clicking it we can see reports
On clicking it we can see the profile of any other user for testing (t)
On clicking it we can set security rights
On clicking it we lock the page
12.What is the Use of Transform Map in update set ?
Transform Map is used to show relation b/w extended tables in Service Now
It determines how data is mapped onto a ServiceNow table by specifying the
destination table (t)
It is used to create set of complex activities performed together in Service Now
It is used in moving all the customization to other instance without specifying any
destination source.

13.Which of the following option is an example of UI Policy ?

Incresaing width of field
Creating a new field on form
To make priority field mandatory (t)
None of these

14.For which tables all SLA's are tracked ?

cmdb_ci
task
task_sla (t)
none of these

15.What is the use of BSM (Business Service Management) in Service Now ?

A Business Service Management (BSM) map graphically displays the
configuration items (CI) that support a business service and indicates the status of
those configuration items (t)
A Business Service Management (BSM) map graphically displays the Catalog Items
that support a business service and indicates the status of those Catalog items in a request.
It displays the graphical representation of a project management work task.
It is used for calculating the expense line in Financial management module of Service
Now

16. Impersonate User means ____?

Impersonate User has rights to see reports
Impersonate User provide roles to other users.
Impersonate User can shift to any other user for testing. (t)
None of these

17.To improve the System Performace which among this is preferred ?

Increase the number of gauges
Decrease Refresh time of the page.
Either put refresh as off or increase time of refreshing a page (t

18.What is retroactive start in SLA?

Through this field we can stop SLA on any condition
 It is used for attaching SLA from a particular created date & time without
attaching SLA on the opened time. (t)
This is used for calculating duration of SLA
This field is not there on SLA Definition page.

19.Which of the following thing is true while solving incidents as per ITIL framework ?
Incident Urgency is based on Impact & Priority
Incident Impact is calculated on the basis of Urgency & Priority
Incident Priority is filled by the user
Incident Priority is calculated on the basis of Impact & Urgency. (t)

20.What do incident, problem and change have in common?

They save to the task table

21.When you open a service catalog and click the Order button what gets created?
REQ>RITM>TASK

22.service catalog workflow can be attached in 3 ways:

manually on the catalog item form
automatically based on conditions
automatically if no other workflows attached

23.What is a security rule at the row and column level that is executed when attempting to
access a ServiceNow table?
ACL-Access Control List

24.Global Search option can be found in which part of UI?

Ans: On Banner
25. How will you define a Service catalog workflow?
Ans: Define Workflow properties, Define Workflow activities, Publish it.

26.Delegate User
Ans: Request on behalf
27. Content of service catalog
Catalog Items, Record Producers, Order Guides

28. How KB are organized?

–By Topics and Categories

29.ACL applies on?-

Ans: Fields and tables
30. SLA, OLA and UC are configured in which module?
Ans: Service Level Management

31.Which is parent table for INC, CHG, PRB?

Ans: task

32.
KB articles are referred in which modules below (Service Catalog, News, INC)?
Ans: News

33.How do you modify the field behavior?

Ans: Right click> Personalize > Dictionary

34.. Role assignment.

Ans: Inherits to group members

35. Icon of reference?

Select image
36.home icon
37.
If User customizes the Homepage, what happens?
Ans: A prefix My is added to the homepage.
38.
38.What is there stored in CMDB?
Ans: Measurable tangible and intangible data of a CI.

39.Order the typical no of users for any SNOW instance:

Ans: ESS, ITIL, Delegate Admin and Admin

40.Catalog request flow:

Ans: Item Requests, RITM, Fulfillment, Procurement

41.
What is sys_id?
Ans: Unique Record Identifier (32-Character
42.
How to make an UI Policy global?
Ans: By Check the Global field

43.ACL applies to?

Ans: Table or Field

44.How ACL will execute?

Ans: generic to specific

45.
What is listing in HomePage icon?
Ans:(List of home pages )
46.
What is the use of an Update Set?
Ans:(To moving customization from one instance to other instance)
47.
When UI Actions appears on the form?
Ans: when conditions gets satisfied
48.
What is the true about SluchBucket?
Ans: Fields appearing in Selected section will be present in form
49.
What is the true if we delete the system table?
Ans: Automatically recreated deleted System table in Next Upgrade
50. If a role has assign multiple roles then which option is true
Ans:Role based

51.
When High Security plugin is activated?
Ans: Penetration testing.
1. Incident, problem tables inherit which table.
Ans: Task table.
2. Give example of a one to many relationships
Ans: sys_user table referring to the assigned_to field in Task table
3. When you customize a homepage, SNC makes a copy of it and ________
Ans: adds the prefix "My" to the homepage name.
4. Which of the following is true?
Ans: When a user belongs to more than one group, each group provides him
permissions.
5. ______ receives notification, meeting invites on behalf of another user.
Ans: Delegate
6. What is SSO?
Ans: Single- Sign-On
7. How do you edit/ create a workflow?
Ans: Graphical Workflow Editor
8. What is the purpose of a service catalog workflow?
Ans: to create workflows to drive request fulfillment. Workflows can generate and assign
approvals, generate and assign tasks, or run scripts and sub flows.
9. What is the important factor to remember when a user is creating catalog variable?
Ans: Catalog Variables are global by default.
10. What is the purpose of an update set?
Ans: An update set is a group of customizations that can be moved from one instance to
another.
11. How can you change the number prefix from "INC" to "IN" for incident table?
Ans: using Number Maintenance
12. Which of the following is possible via an inbound action?
A. schedule a job
B. sends an email notification
C. modifying existing records
13. Which setting allows the user to view knowledge articles without logging in?
a. ESS Role b. Public Setting c. View All Setting d. View all Role
14. Which of the following defines a condition?
Ans: Field, Operator, Value
15. Which of the following is true regarding roles?
Ans: Roles can contain other roles. When user is assigned to a role, he will inherit the
contained roles as well.
16. ACL is part of which security?
a. Physical Security b. Contextual Security c. Compliance Security
17. Which is true regarding Knowledge Base?
Ans: In a Knowledge base, articles are grouped according to categories.
18. How can you view the dictionary for a field?
Ans: Right clicks on the field and click Personalize Dictionary.
19. Which among the following is true regarding ACLs?
Ans: If there are row and field ACLs, user has to satisfy both to have access to the field.
20. What is Data Dictionary?
Ans: It contains information about a field's data type, character limit, default value,
dependency, and other attributes.
21. How do you know which release version of Service Now you are working on?
Ans: Go to System Diagnostics->Stats and check the Build name.
22. How do you change the color of the instance?
Ans: Using Navigation Menu under Content Management.
23. What does this icon do? (Provided impersonate key symbol)
24. What does this icon do? (Provided the home symbol in the banner)
25. Which of the following is data saved to?
a. Table b. Form c. List
26. When user creates a table "abc", how does service now name it?
Ans: u_abc
27. Which among the following is true regarding tables?
Ans: You can delete the tables starting with "u_" permanently.
28. Which of the following influences homepage performance
Ans: Set refresh time as a long one or set it "off".
29. If the system administrator wants to modify the homepage, which of the following
links on the page indicates that this can be done
 a. Add Context b. Change Layout c. Make Gauge
30. What does the order field in service catalog do?
Ans: It displays the catalog item in the ascending order of this value.
31. Which of the following gets automatically captured in an update set:-
a. Table, schedules, forms
b. Table, forms, data
c. Table, forms, homepages
d. Tables, forms, views
32. What does the "coalesce" field do?
Ans: Coalescing on a field (or set of fields) means the field will be used as a unique key.
33. What details does a knowledge article hold?
34. What does a transform map do?
Ans: A transform map is a set of field maps that determine the relationships between
fields in an import set and fields in an existing Service Now table (such as Incidents or
Users).
35. How is the application Navigator (left nav) populated onload
Ans: It is populated based on the role of the logged in user.
36. Difference between client script and business rule
Ans: Client script runs at client side onLoad, onchange and onSUbmit of the form, BR
runs at server side before/after record in inserted, updated or deleted.
37. onChange client script runs on
Ans: Change in the value of a particular field
38. Links, buttons, context menu action belongs to
Ans: UI action
39 Which among the following can a UI policy accomplish?
Ans: Making a field read-only
40. Which among the following is true:-
Ans: Moving an entry from Selected to Available slush bucket removes it from the form.
41. How do you confirm an instance upgrade?
Ans: System Logs->events->system.upgraded, use this event to trigger the System
Upgraded notification
42. How do you approve a catalog request?
43. What all modules can an ESS user see under in Service Catalog?
44. What are the variables that you can add when you create a catalog item?
Ans: Options contained the combinations of following fields:
Slush bucket, multiple choices, additional category, single line text, multi-line text,
choice list, checkbox
45. What is the purpose of an Order Guide?
Ans: An order guide gives customers an easy way to order multiple related items as a
single request, It uses:
- A single initial screen, where the customer fills in some initial information.
- A set of selected catalog items based on conditions derived from the initial information.
46. Which of the following can be performed by a system administrator?
Ans: Change the maximum size of attachments and restrict the type of attachments [I
chose this option as this requires a modification in sys_properties, other options were
possible with non-admin roles]
47. What all are available in a knowledge homepage?
48. Which of the following are available in Service Catalog:-
Ans: Record Producer, Catalog Variables, Order Guides
49. Which of the following is true:-
a. When moved from left to right slush bucket, ref fields become bold
b. System tables cannot be deleted
c. Deleted system tables will be created again during an instance upgrade
50. Choose the order of evaluation of ACLs
Ans: An ACL rule only grants a user access to an object if the user meets all of the
permissions required by the matching ACL rules.
-The condition must evaluate to true.
-The script must evaluate to true or return an answer variable with the value of true.
-The user must have one of the roles in the required roles list.
-The other matching ACL rules for the object type must evaluate to true.

51. What is sys_id?

ans - unique identifier for each record in a table
52. ACL is applied on - s
a. user
b. groups
c. applications/modules
d. table and field in table
53. Choose correct statement -
ans - A column is a field and a row is a record
54. What is the one pause condition for incident SLA?
ans - awaiting <something>
55. What table is used to store SLAs?
ans - task_sla
56. How will you approve a catalog request?
a. Right click request record in request list and click approve
b. Right click task record in task list and click approve
c. ...
d. ...
ans - I chose a as only that made sense
57. What is one thing in workflows peculiar for catalog?
ans - You can define visibility of variables on task form through workflow when it is
created
58. What is BSM MAP?
59. What does CMDB consists of?
Ans: A (CMDB) which consists of entities, called Configuration Items (CI), that are
part of your environment.
A CI may be:
• A physical entity, such as a computer or router
• A logical entity, such as an instance of a database
• Conceptual, such as a Requisition Service
60. How will you make service catalog workflow available?
Ans- define workflow, create workflow activities and publish
61. What is Coalease used for in import sets
ans - It compares the uniqueness of data if not found, creates new record
62. What steps will u take to load data from spreadsheet?
ans - load data, create transform map, transform
63. As an end user, which modules of service catalog do you see?
ans - My requests, Requested Item
64. What does RITM stand for?
ans - Requested Item
65. for an incident form when saved
a. Additional comments get copied to work notes
b. work notes get copied to activity log
c. work notes get overwritten
66. Which one on homepage will access knowledge?
a. news
b. catalog item
c. report
67. Applications and modules are loaded based on
ans - Roles
68. Knowledge process consists of –
ans - document creation, approval and review from SMEs and publishing
69. Gauge is added to
ans - homepage
70. What is difference between Save & Insert action on form
Ans. Save saves the record & stays on form, while Insert creates a new record & redirects
to list view.
71. If an admin wants to check the status of task from a service catalog request, what path
he's expected to follow
Ans. REQ (number)>>RITM (number)>>TASK (number)
72. How the catalog variables cab be arranged on a catalog item
Ans. By setting the appropriate value of field 'Order'.
73. What do you mean by SaaS?
Ans. Software as a Service
74. Service catalog displays?
Ans. catalog items, order guides and record producer
75. ACL evaluates on below….
 Ans. condition / script and roles
76. How do you enhance Homepage performance in case of gauges?

77. Shortcut to approve a Service Request?

Ans. My request or Email

78. How do you modify the field behavior?

Ans. Right click> Personalize > Dictionary

79. What do you mean by Elevated Privileges?

Ans. Session
80. What things are tracked in customizations?
Ans. Customizations are tracked by update sets only for some objects, using one of the
following methods:

The update_synch attribute on the table

Special handlers for changes that require updates to multiple tables
Manual unloading for homepages
Update sets cannot be used to transfer other system changes or data. In general, update
sets capture configuration information but not task or process data. For example, update
sets track service catalog item definitions and related configuration data like variables and
variable choices. However, if you test the service catalog by placing orders, the orders
(requests, items, catalog tasks) are not tracked by update sets.
81. Where are customizations stored?
Ans. Each update set is stored in the Update Set [sys_update_set] table, and the
customizations that are associated with the update set (stored in the Customer Update
[sys_update_xml] table) appear as a related list on the update set record.
82. KB articles are referred in which modules below?
Ans. Service Catalog, News, INC.
83. What changes out of below would be applied in case of a merge update set?
Ans. You can merge multiple update sets into one for easy transfer.
To merge update sets:

1. Navigate to System Update Sets > Merge Update Sets.

2. Use the slushbucket to select the update sets to merge.
3. Enter a name for the new update set. Updates are added to this set when the original
sets are merged.
 4. Click Merge selected.
▪ The new update set is created and changes from the original sets are moved
to the new set. Only changes that are not merged into the new set remain in
the original sets.
▪ If the same object is updated in both sets (for example, both update sets
modify the Incident form), only the most recent change is moved to the
merged update set. The other update remains in its original update set to
provide a record of the changes that were not moved. You may want to
validate that the correct changes were moved to the new set by viewing the
update set.
After merging and validating, it is a good idea to delete or empty the original update sets to
avoid applying an older change by mistake. The system does not remove the updates that
were not merged into the new set.
84. DB name for custom table?
Ans. U_tbl
85. How can you view reports on homepage?
Ans.
86. Which is parent table for INC, CHG, PRB?
Ans. Task
87. SLA, OLA and UC are configured in which module?
Ans. SLM
88. When high security plugin is enabled?
Ans. The Platform Security Settings - High plugin is active by default on all new Service
Now instances. For instances in which the high security settings are active, observe the
following cautions:

Integrations into Service Now tables fail unless access control lists (ACL) are
defined for the tables being accessed and the appropriate roles are assigned.
The same ACL requirements apply for import sets that apply to integrations.
The Platform Security Settings - High plugin automatically activates the Contextual
Security plugin if it is not already active. In addition, the Platform Security Settings -
High plugin delivers the following settings and features in the context of increasing the
security of your Service Now platform.
Features:
High Security Settings: Default property values to harden security on your platform
by centralizing all critical security settings to one location for management and
auditing.
 Default Deny Property: A new security manager property controls the default
security behavior for table access.
Security Administrator Role: A new role used to prevent modification of key
security settings and resources. The Security Administrator role is not inherited by
the admin role and must be explicitly assigned.
Access Control Lists: Prevents modification of sensitive and platform-level
resources in prior versions.
Property Access Control: Enables the ability to set read and write roles to
individual properties in order to prevent modification.
Elevated Privilege: Allows users to operate in the context of a normal user and
elevate to higher security role when needed.
Transaction and system logs are read only.
89. Data inconsistency correction is done from automated?
Ans.
V. Plugin
VI. Configurations
VII. Workflow
VIII. None of these
90. Workflow editor and Service catalog differs in approval methodology?
Ans. True
91. If a split is added in a form, how many columns get created?
Ans. Two
92. Icon of reference?
Ans. icon ( )
93. Application Navigation Search history is stored somewhere or not?
Ans. No
94. Upgrade of instance, which is true?
i) As an SN Admin, you will manually do it
ii) It happens once in a year at 8 pm
iii) Customizations are lost?
95. Data Dictionary is used for?
Ans. Database Structure
96. Import Sets characteristics
97. How to change Homepage Color?
Ans. CSS
98. ESS can access-
Ans. My Items, My requests, KB
99. ACL applies on?
Ans. Fields and tables
100. Contextual Security-Question on hierarchy
Ans. Generic to specific

5. What does Order guide refer to in Service Catalog?

➔ Ans: Bundled Request (An order guide gives customers an easy way to order
multiple related items as a single request)
6. Where BSM maps are stored? On which table?
➔ bsm_map2 table (Business Service Management map)
7. Which field should be there in table that identifies that it should be captured in Update
Sets?
➔ Ans: update_synch attribute
8. Where is workflow versions captured?

Ans: wf_workflow_version table

9. If workflow is not published, only checked out will it be captured in update sets?
➔ Ans: No, only published workflows are captured in update sets.
10.What does workflow timelines represent?
➔ Ans: Shows timestamps in graphical form for activities of workflow.
11.When Business rules can be used in Knowledge base?
➔ Scenario based: To insert Knowledge Article or Knowledge Submission
through Incident, problem or change as record is closed in these mgmt.
12.If prefix of Incident needs to be changed, which table should I refer?
➔ Ans: Number Maintenance table [sys_number].
13.Global Search option can be found in which part of UI?
➔ Ans: On Banner
14.In which part of UI will you find help (link to wiki) option?
➔ Ans: On header bar in Banner
15.What is security_admin role?
➔ Ans: It comes after enabling Hi security plugin. (Elevated privileges)
16.If a user is not given filter_global or filter_admin role, what will be the impact?
➔ He can save the custom filter for himself only, neither for his group nor
globally.
17.Scenario when an Interceptor can be used?
➔ Ans: In change management case to provide different option for user in case of
separate view and template
18.What changes are not captured in update sets?
➔ Ans: New user/group records and modification to a CI record.
19.Where will you find option to edit a list?
 ➔ Ans: List control

20.Name the SLA scheduled jobs.

➔ Ans: SLA breached.
21.ACL which rule will win to restrict access to short description field of incident?
➔ Ans: Incident. Short Description
22.Book mark feature can be found in which UI version?
➔ Ans: UI 11 (June 11 release)

23.What are the UI components of a homepage?

➔ Banner, Content pane and Application Navigator.
24.What should be enabled to make a KB article accessible to everyone?
➔ Ans: It should be made public
25.How will you define a Service catalog workflow?
➔ Ans: Define Workflow properties, Define Workflow activities, Publish it.
26.What is SSO integration?
➔ Ans: Single sign on for multiple applications
27.Where does Home page list and Impersonate Icon present?
➔ Ans: Present on banner
28.Coalesce in import set?
➔ Ans: Reduce chances of Data Redundancy during import

29.Delegate User
➔ Ans: Request on behalf
30.Pause condition in SLA.
➔ Defines conditions (using the Condition Builder) which, if met, pauses the SLA's
timer. Once the conditions are no longer met, the SLA will resume. Pause
conditions are not compatible with Relative Durations.
31.What all actions can be performed with inbound email?
➔ Ans: create or update a record
32.Content of service catalog
➔ Catalog Items, Record Producers, Order Guides
33.RITM stands for? –
➔ Ans: Requested Item
34.Table for SLA task - task_sla
35.Table for SLA Definitions – contract_sla
36.How KB are organized? –By Topics and Categories
37.How applications appear?-By Roles
38.Content of banner in S-Now. –
➔ Ans: Global Search, Impersonation Icon, Update Set, Print, Logout, Home,
Debug, Wiki help
39.ACL applies on?- Ans: Fields and tables
40.ESS can access- Ans: My Items, My requests, KB
41.How to change Homepage Color? Ans: CMS (Content Management System)
42.Data Dictionary is used for?-Ans: Database Structure
43.Workflow editor and Service catalog differs in approval methodology? Ans: True
44.When high security plugin is enabled? By Default
45.SLA, OLA and UC are configured in which module? Ans: Service Level
Management
46.Which is parent table for INC, CHG, PRB? Ans: task
47.How can you view reports on homepage? Ans: Add to Homepage
48.DB name for custom table? Ans: u_tbl
49.KB articles are referred in which modules below (Service Catalog, News, INC)? Ans:
News
50.Where are customizations stored? Ans: sys_update_xml [Customer Update] table
51.What do you mean by Elevated Privileges?
➔ A role that has special permissions for the duration of the log in session
52.How do you modify the field behavior? Ans: Right click> Personalize > Dictionary.
53.Shortcut to approve a Service Request? Ans: Right Click -> State -> Approve
54.How do you enhance Homepage performance in case of gauges?
➔ Ans: Off Refresh Button/Delete Gauges
55.ACL evaluates on below…. Ans: condition/script and roles
56.If workflow checked out, can it be modified by any user? And: Yes, using force
checkout
57.If a split is added in a form, how many columns get created?
58.What is represented by order in Service catalog? Ans: how the catalog variable will
be displayed.
59.When High Security plugin is activated? Ans: Penetration testing.
60.How ACL is applied? Ans: only on table and field level.
61.Delegate Rules? Ans: User who is being delegated should be of same
department?(need to verify)
62.What is a Column and row in a table? Ans: Column is a field and row is a record.
63.If User customizes the Homepage, what happens? Ans: A prefix My is added to the
homepage.
64.What is true about Service catalog variables? Ans: They are global.
65.What is there stored in CMDB? Ans: Measurable tangible and intangible data of a
CI.
66.How to set display value for any field. Ans: By using dictionary
67.Standard recommendation for Update set..? Ans : Do not use default update set for
customization
68.Upgrade of instance, which is true?
69.Fastest method of approving requests
Options: i) As an SN Admin, you will manually do it
ii) It happens once in a year at 8 pm
iii) Customizations are lost?
70.Difference between Business Rules and Client Scripts?
71.Service Now update set multiple on incident form.
72.UI Action/UI Policy
73.Application Navigation Search history is stored somewhere or not?
74.Service Catalog workflow activities..? Ans: Workflow properties, Workflow
activities and publish
75.Which customizations would get stored in update set?
➔ Ans:
• Any changes to scripting,
• new field’s customization,
• Workflows
• Form sections
• Lists
• Related lists
• Choice lists
• Content pages (in Content Management)
• Database changes
• System dictionary entries
• Field labels
• UI actions
• UI policies
• business rules
• client script
76.Order the typical no of users for any SNOW instance: Ans: ESS, ITIL, Delegate
Admin and Admin
77.Catalog request flow: Ans: Item Requests, RITM, Fulfillment, Procurement
78.How to change background color? Ans: Right Click -> Personalize -> All -> Style
79.After save on form. Which fields get stored in activities log.? Ans: Audited fields
80.Home icon purpose on banner
81.In Service now which role is get option for approval a request or same etc. (Delegate)
82.What is the standard order for incident execution?
83.How do you define New Release and Preview Release?
84.After submit incident ticket what happens to Additional Comment data?
➔ Ans: Data stores to database and displays in activity log.
85.In case of Client Script which field should be true to apply client script on all views.?
➔ Ans: Global field
86.Role based (if a role has assign multiple roles then which option is true)
87.What is sys_id? Ans: Unique Record Identifier (32-Character)
88.Where is data stored? Ans: Tables
89.What is condition contains? Ans: a field,an oprerator and a value
90.What is the true if we delete the system table?
➔ Ans: Automatically recreated deleted System table in Next Upgrade
91.How to make an UI Policy global? Ans: By Check the Global field
92.Button, Related Links and Context Menu these are? Ans: UI Actions
93.What is the true about Client Script and BR?
94.How ServiceNow system is configured to send an email notification after system
Upgrade?
➔ Ans: Define in Notification Module
95.What is the true about SluchBucket?
➔ Ans: Fields appearing in Selected section will be present in form
96.ACL applies to? Ans: Table or Field
97.How ACL will execute? Ans: generic to specific
98.What is the use of an Order Guide? Ans: To order multiple items in single Request
99.Which module is used for create a new Catalog item?Ans: Maintain items
100. What are Sevice Catalog HomePage contains?
Ans:(Record producer,Order Guide and Catalog items)
101. How to arrange the Applications in left navigation to user?
Ans: (By giving role to user)
102. Which is true to create a catalog tasks
103. Ans:(Workflow for Sc_req_item)
104. Which module is used to see column structure in a table?
Ans: (Tables & Columns)
105. What is the use of BSM map?(Configuration item and its relationships)
106. How to define field attributes(Right click on field lable>Personalize Dictionary)
107. What is SSO?(Type of integration used to login single time and access other
application without relogin)
108. Which part of HomePage contains KB?(News)
109. What is the Processes of KB?()
110. What are the modules can be accessed by ESS in Service Catalog?(My Request and
Requested items)
111. How ACL is evaluvated?
➔ Given a row level rule on incident, and a field level rule on incident.number,
access to the number field would be allowed only if both rules evaluated to
true. Both rules must be met before an operation is allowed.
112. What is diff between SAVE and Insert buttons?(Save button saves the changes and
remains in same page, Insert button inserts new record)
113. When Submit button Appears in the form?(only for New Record)
114. What is listing in HomePage icon?(List of home pages)
115. How to change the Development and Production instance color?
116. How to see the current version of instance as an Admin?(System Diagnostic
application >> Stats Module >> Build)
117. What are tables can be deleted?(Starts with u_)
118. What is CMDB contains?
119. What is the use of an Update Set?(To moving customization from one instance to
other instance)
120. When user modifies HomePage,What will happen?(Creates new with "MY "
prefix)
121. In which place admin can edit the HomePgae?(Add Content)
122. Which is true about INC table?(Incident table extends task table)
123. Which is the Parent table for INC,PRB and CNG?
124. Where is all SLAs are stored?(task_sla)
125. What is retoactive start in SLA?(Takes the SLA start time from Date/Time field)
126. What is true about OnChange() client script?(Runs when field value canges)
127. Which is true about UI Policy?(Used to make pirority field readonly)
128. What is the use of Order field in Order Guide's variable?(arranges the variablesin
accending order in the Order Guide form)
129. What is the use of Colease filed in Update set?
130. Which is true about Update Set?(Same Transform Map can be used multiple times
in Same Import set)
131. What is SaaS? Ans: Software as a Service
132. When UI Actions appears on the form? Ans: when conditions gets satisfied
133. Can we validate workflow before publish? Ans: True
134. Arrange the No. of users in any new instance of service now. 1= most , 2=
Moderate, 3= Less ,
4= very less.??
a) ESS> Delegate> ITIL> ADMIN
b) ESS> ITIL> Delegate> ADMIN
 c) ADMIN> Delegate> ITIL>ESS
d) ADMIN>ESS> ITIL > Delegate

1. Incident, problem tables inherit which table.

Ans: Task table.
2. Give example of a one to many relationships
Ans: sys_user table referring to the assigned_to field in Task table
3. When you customize a homepage, SNC makes a copy of it and ________
Ans: adds the prefix "My" to the homepage name.
4. Which of the following is true?
Ans: When a user belongs to more than one group, each group provides him
permissions.
5. ______ receives notification, meeting invites on behalf of another user.
Ans: Delegate
6. What is SSO?
Ans: Single- Sign-On
7. How do you edit/ create a workflow?
Ans: Graphical Workflow Editor
8. What is the purpose of a service catalog workflow?
Ans: to create workflows to drive request fulfillment. Workflows can generate and assign
approvals, generate and assign tasks, or run scripts and sub flows.
9. What is the important factor to remember when a user is creating catalog variable?
Ans: Catalog Variables are global by default.
10. What is the purpose of an update set?
Ans: An update set is a group of customizations that can be moved from one instance to
another.
11. How can you change the number prefix from "INC" to "IN" for incident table?
Ans: Number maintenance table
12. Which of the following is possible via an inbound action?
A. schedule a job
B. sends an email notification
C. modifying existing records
13. Which setting allows the user to view knowledge articles without logging in?
a. ESS Role b. Public Setting c. View All Setting d. View all Role
14. Which of the following defines a condition?
Ans: Field, Operator, Value
15. Which of the following is true regarding roles?
Ans: Roles can contain other roles. When user is assigned to a role, he will inherit the
contained roles as well.
16. ACL is part of which security?
a. Physical Security b. Contextual Security c. Compliance Security
17. Which is true regarding Knowledge Base?
Ans: In a Knowledge base, articles are grouped according to categories.
18. How can you view the dictionary for a field?
Ans: Right clicks on the field and click Personalize Dictionary.
19. Which among the following is true regarding ACLs?
Ans: If there are row and field ACLs, user has to satisfy both to have access to the field.
20. What is Data Dictionary?
Ans: It contains information about a field's data type, character limit, default value,
dependency, and other attributes.
21. How do you know which release version of Service Now you are working on?
Ans: Go to System Diagnostics->Stats and check the Build name.
22. How do you change the color of the instance?
Ans: Using Navigation Menu under Content Management.
23. What does this icon do (provided impersonate key symbol)?
24. What does this icon do (provided the home symbol in the banner)
25. Which of the following is data saved to?
a. Table b. Form c. List
26. When user creates a table "abc", how does service now name it?
Ans: u_abc
27. Which among the following is true regarding tables?
Ans: You can delete the tables starting with "u_" permanently.
28. Which of the following influences homepage performance
Ans: Set refresh time as a long one or set it "off".
29. If the system administrator wants to modify the homepage, which of the following
links on the page indicates that this can be done
a. Add Context b. Change Layout c. Make Gauge
30. What does the order field in service catalog do?
Ans: It displays the catalog item in the ascending order of this value.
31. Which of the following gets automatically captured in an update set:-
a. Table, schedules, forms
b. Table, forms, data
c. Table, forms, homepages
d. Tables, forms, views
32. What does the "coalesce" field do?
Ans: Coalescing on a field (or set of fields) means the field will be used as a unique key.
33. What details does a knowledge article hold?
34. What does a transform map do?
Ans: A transform map is a set of field maps that determine the relationships between
fields in an import set and fields in an existing Service Now table (such as Incidents or
Users).
35. How is the application Navigator (left nav) populated onload
Ans: It is populated based on the role of the logged in user.
36. Difference between client script and business rule
Ans: Client script runs at client side onLoad, onchange and onSUbmit of the form, BR
runs at server side before/after record in inserted, updated or deleted.
37. onChange client script runs on
Ans: Change in the value of a particular field
38. Links, buttons, context menu action belongs to
Ans: UI action
39 Which among the following can a UI policy accomplish?
Ans: Making a field read-only
40. Which among the following is true:-
Ans: Moving an entry from Selected to Available slush bucket removes it from the form.
41. How do you confirm an instance upgrade?
Ans: System Logs->events->system.upgraded, use this event to trigger the System
Upgraded notification
42. How do you approve a catalog request?
43. What all modules can an ESS user see under in Service Catalog?
44. What are the variables that you can add when you create a catalog item?
Ans: Options contained the combinations of following fields:
Slush bucket, multiple choices, additional category, single line text, multi-line text,
choice list, checkbox
45. What is the purpose of an Order Guide?
Ans: An order guide gives customers an easy way to order multiple related items as a
single request, It uses:
- A single initial screen, where the customer fills in some initial information.
- A set of selected catalog items based on conditions derived from the initial information.
46. Which of the following can be performed by a system administrator?
Ans: Change the maximum size of attachments and restrict the type of attachments [I
chose this option as this requires a modification in sys_properties, other options were
possible with non-admin roles]
47. What all are available in a knowledge homepage?
General, application, policies, email, news
48. Which of the following are available in Service Catalog:-
Ans: Record Producer, Catalog Variables, Order Guides
49. Which of the following is true:-
a. When moved from left to right slush bucket, ref fields become bold
b. System tables cannot be deleted
c. Deleted system tables will be created again during an instance upgrade
d. [Don’t remember this one, I chose b]
50. Choose the order of evaluation of ACLs
Ans: An ACL rule only grants a user access to an object if the user meets all of the
permissions required by the matching ACL rules.
-The condition must evaluate to true.
-The script must evaluate to true or return an answer variable with the value of true.
-The user must have one of the roles in the required roles list.
-The other matching ACL rules for the object type must evaluate to true.
51. What is sys_id?
ans - unique identifier for each record in a table
52. ACL is applied on - s
a. user
b. groups
c. applications/modules
d. table and field in table
53. Choose correct statement -
ans - A column is a field and a row is a record
54. What is the one pause condition for incident SLA?
ans - awaiting <something>
55. What table is used to store SLAs?
ans - task_sla
56. How will you approve a catalog request?
a. Right click request record in request list and click approve
b. Right click task record in task list and click approve
c. ...
d. ...
ans - I chose a as only that made sense
57. What is one thing in workflows peculiar for catalog?
ans - You can define visibility of variables on task form through workflow when it is
created
58. What is BSM MAP?
59. What does CMDB consists of?
60. How will you make service catalog workflow available?
Ans- I chose - define workflow, create workflow activities and publish
61. What is Coalease used for in import sets
ans - It compares the uniqueness of data if not found, creates new record
62. What steps will u take to load data from spreadsheet?
ans - load data, create transform map, transform
63. As an end user which modules of service catalog do you see?
ans - My requests, Requested Item
64. What does RITM stand for?
ans - Requested Item
65. for an incident form when saved
a. Additional comments get copied to work notes
b. work notes get copied to activity log
c. work notes get overwritten
I chose b
66. Which one on homepage will access knowledge?
a. news
b. catalog item
c. report
ans - a
 67. Applications and modules are loaded based on
ans - Roles
68. Knowledge process consists of –
ans - document creation, approval and review from SMEs and publishing
69. Gauge is added to
ans - homepage
70. What is difference between Save & Insert action on form
Ans. Save saves the record & stays on form, while Insert creates a new record & redirects
to list view.
71. If an admin wants to check the status of task from a service catalog request, what path
he's expected to follow
Ans. REQ (number)>>RITM (number)>>TASK (number)
72. How the catalog variables cab be arranged on a catalog item
Ans. By setting the appropriate value of field 'Order'.
73. What do you mean by SaaS?
Ans. Software as a Service
74. Service catalog displays?
Ans. catalog items, order guides and record producer
75. ACL evaluates on below….
Ans. condition / script and roles
76. How do you enhance Homepage performance in case of gauges?
Ans. To diagnose problems and improve homepage performance, administrators can:

Turn on homepage debugging

Troubleshoot slow reports
Administrators can also tune homepage performance by configuring the properties
described on the following pages:

Parallel homepage rendering

Homepage caching

77. Shortcut to approve a Service Request?

Ans. My request or Email

78. How do you modify the field behavior?

Ans. Right click> Personalize > Dictionary

79. What do you mean by Elevated Privileges?

Ans. Session
80. What things are tracked in customizations?
 Ans. Customizations are tracked by update sets only for some objects, using one of the
following methods:

The update_synch attribute on the table

Special handlers for changes that require updates to multiple tables
Manual unloading for homepages
Update sets cannot be used to transfer other system changes or data. In general, update
sets capture configuration information but not task or process data. For example, update
sets track service catalog item definitions and related configuration data like variables and
variable choices. However, if you test the service catalog by placing orders, the orders
(requests, items, catalog tasks) are not tracked by update sets.
81. Where are customizations stored?
Ans. Each update set is stored in the Update Set [sys_update_set] table, and the
customizations that are associated with the update set (stored in the Customer Update
[sys_update_xml] table) appear as a related list on the update set record.
82. KB articles are referred in which modules below?
Ans. Service Catalog, News, INC.
83. What changes out of below would be applied in case of a merge update set?
Ans. You can merge multiple update sets into one for easy transfer.
To merge update sets:

5. Navigate to System Update Sets > Merge Update Sets.

6. Use the slushbucket to select the update sets to merge.
7. Enter a name for the new update set. Updates are added to this set when the original
sets are merged.
8. Click Merge selected.
▪ The new update set is created and changes from the original sets are moved
to the new set. Only changes that are not merged into the new set remain in
the original sets.
▪ If the same object is updated in both sets (for example, both update sets
modify the Incident form), only the most recent change is moved to the
merged update set. The other update remains in its original update set to
provide a record of the changes that were not moved. You may want to
validate that the correct changes were moved to the new set by viewing the
update set.
After merging and validating, it is a good idea to delete or empty the original update sets to
avoid applying an older change by mistake. The system does not remove the updates that
were not merged into the new set.
84. DB name for custom table?
Ans. U_tbl
85. How can you view reports on homepage?
Ans. Reports → view/run → open a report → add to homepage
86. Which is parent table for INC, CHG, PRB?
Ans. Task
87. SLA, OLA and UC are configured in which module?
Ans. SLM
88. When high security plugin is enabled?
Ans. The Platform Security Settings - High plugin is active by default on all new Service
Now instances. For instances in which the high security settings are active, observe the
following cautions:

Integrations into Service Now tables fail unless access control lists (ACL) are
defined for the tables being accessed and the appropriate roles are assigned.
The same ACL requirements apply for import sets that apply to integrations.
The Platform Security Settings - High plugin automatically activates the Contextual
Security plugin if it is not already active. In addition, the Platform Security Settings -
High plugin delivers the following settings and features in the context of increasing the
security of your Service Now platform.
Features:

High Security Settings: Default property values to harden security on your platform
by centralizing all critical security settings to one location for management and
auditing.
Default Deny Property: A new security manager property controls the default
security behavior for table access.
Security Administrator Role: A new role used to prevent modification of key
security settings and resources. The Security Administrator role is not inherited by
the admin role and must be explicitly assigned.
Access Control Lists: Prevents modification of sensitive and platform-level
resources in prior versions.
Property Access Control: Enables the ability to set read and write roles to
individual properties in order to prevent modification.
Elevated Privilege: Allows users to operate in the context of a normal user and
elevate to higher security role when needed.
Transaction and system logs are read only.
89. Data inconsistency correction is done from automated?
Ans.
IX. Plugin
 X. Configurations
XI. Workflow
XII. None of these
90. Workflow editor and Service catalog differs in approval methodology?
Ans. True
91. If a split is added in a form, how many columns get created?
Ans. Two
92. Icon of reference?
Ans. icon ( )
93. Application Navigation Search history is stored somewhere or not?
Ans. No
94. Upgrade of instance, which is true?
i) As an SN Admin, you will manually do it
ii) It happens once in a year at 8 pm
iii) Customizations are lost?
95. Data Dictionary is used for?
Ans. Database Structure
96. Import Sets characteristics
97. How to change Homepage Color?
Ans. CSS
98. ESS can access-
Ans. My Items, My requests, KB
99. ACL applies on?
Ans. Fields and tables
100. Contextual Security-Question on hierarchy
Ans. Generic to specific