a)
2. 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
3. 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
4. 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
5. 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
6. What is a set of condition applied to a table list to show as subset of the data?
a) Mask
b) Divisor
c) Filter
d) Funnel
e) Query
7. 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.
8. 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
9. 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
10. 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
11. 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
12. 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
13. 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
14. 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
15. 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
16. 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
17. 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
18. 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
19. 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
20. what is the language used for scripting in the ServiceNow?
a) Perl
b) Python
c) JavaScript
d) C++
e) PHP
f) Glide
21. 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
22. 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
23. 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
24. which role can manage multiple knowledge bases?
a) Sn_kb_admin
b) Kb_Admin
c) Knowledge_admin
d) Knowledge_base_admin
25. 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
26. 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
27. 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
28. 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)
29. 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
30. 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
31. 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
32. 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
33. 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
34. 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
35. 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
36. 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
37. 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
38. 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
39. 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
40. 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
chat bubblesa)
2. 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
3. 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
4. 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
5. 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
6. What is a set of condition applied to a table list to show as subset of the data?
a) Mask
b) Divisor
c) Filter
d) Funnel
e) Query
7. 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.
8. 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
9. 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
10. 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
11. 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
12. 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
13. 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
14. 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
15. 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
16. 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
17. 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
18. 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
19. 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
20. what is the language used for scripting in the ServiceNow?
a) Perl
b) Python
c) JavaScript
d) C++
e) PHP
f) Glide
21. 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
22. 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
23. 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
24. which role can manage multiple knowledge bases?
a) Sn_kb_admin
b) Kb_Admin
c) Knowledge_admin
d) Knowledge_base_admin
25. 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
26. 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
27. 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
28. 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)
29. 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
30. 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
31. 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
32. 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
33. 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
34. 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
35. 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
36. 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
37. 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
38. 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
39. 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
40. 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
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