ServiceNow CSA Exam ServiceNow CSA Exam, Exams of Business Economics

Download ServiceNow CSA Exam ServiceNow CSA Exam and more Exams Business Economics in PDF only on Docsity! ServiceNow CSA Exam What is ServiceNow at the highest level? -             Application Platform-as-a-Service (aPaas) Applications delivered by ServiceNow are divided into four different workflows, what are those four workflows? -             1. IT 2. Employee 3. Customer 4. Creator What are the three Now Platform Interfaces? -             1. Next Experience Unified Navigation 2. Now Mobile App 3. Service Portal What is the primary interface used to interact with the Now Platform? -             Next Experience Unified Navigation What is a set of users who share a common purpose / need access to similar information, referred to as? -             Group What is a collection of permissions to grant access to applications / other parts of the platform, and assign security rights, referred to as? -             Role What is the proper way to assign a role to a user? -             Add users to a group and assign the role to the group What are the main components of the Next Experience Unified Navigation? -             1. Banner Frame 2. All Tabs 3. Content Frame What are the main features of the All Tabs Component? -             1. All Tab 2. Favorites Tab 3. History Tab 4. Filter Navigator What are the four main parts of the List Interface? -             1. Title Bar 2. Filters and Breadcrumbs 3. Columns of Data 4. Search Capability In a List, what corresponds to a field on a table? -             Column In a List, what corresponds to a record on a table? -             Row What is used to apply a set of conditions to a table to help you find and work with a subset of data in that table? -             Filter ServiceNow is an Application Platform-as-a-Service (aPaas), what does that mean? -             It is a cloud-based computing model which provides infrastructure needed to develop, run, and manage applications. What is used to manage all of ServiceNow hosted instances, including upgrades? -             Now Support (HI) What is the Natural Language Query (NLQ)? -             The NLQ allows you to filter using natural language instead of the conditions builder. (Requires plugins to access) What are the three menus for list control? -             1. List Control Menu 2. List Column Context Menu 3. List Fields Context Menu What is used to create a new view of a list with the selected fields? -             List Layout What is used to create, view or modify a specific record? -             Form How do you access a form? -             Opening an existing record or creating a new record What button saves a record and keeps the record open? -             Save What copies the record and redisplays the list? -             Insert What copies the record and keeps it open? -             Insert and Stay In regards to Notifications, what tab shows who will receive the notification? -             Who will receive tab In regards to Notifications, what tab is where you can edit the contents of the notification? -             What it will contain Tab How do you create a report from a list? -             1. Right click the column label 2. Select Bar Chart or Pie Chart How do you navigate to create a report or view all reports available to the logged in user? -             All > Reports > View/Run What are the four Report Designer Tabs? -             1. Data 2. Type 3. Configure 4. Style What is required for a user to view a report you share with them? -             The User must have access to the data you're sharing What is the recommended way to share a report? -             The share button at the upper right side of the report form What allows users to create dashboards with widgets to visualize data over time? -             Performance Analytics Where can you display a custom arrangement of widgets in ServiceNow? -             Dashboard What is a data structure or database component, which contains records? -             Table What is the data stored on tables, which contain fields? -             Records What are the individual pieces of data within a record? -             Fields On a table, Records correspond to what? -             Rows On a table, Fields correspond to what? -             Columns On a table, what are the three key attributes of a column? -             1. Label 2. Value 3. Name What stores the sys_id of a record on another table and creates a relationship between two tables? -             Reference Field You can identify something as a Reference Field by what? -             Lookup Icon (Magnifying Glass) What are the three ways to create a One-to-Many relationship between tables? -             1. Reference Fields 2. Glide List 3. Document ID Fields In Table Relationships, what is used to reference multiple records on a table? -             Glide List In Table Relationships, what allows a user to select a record on any table in the instance? -             Document ID Fields What kind of Table Relationship is it when two or more tables are related in bi-directional relationship so records are visible from both tables. -             Many-to-many What kind of Table Relationship is it when two tables are joined virtually to allow reporting on data and is read-only? -             Database Views What kind of Table Relationship is it when one table extends another allowing all of the parent table fields to be accessible by the child table -             Extension When is the option to extend a table available? -             Only when creating a new table What feature provides the ability to define a field on a child table differently from the same field on the parent table? -             Dictionary Override A Table that is extended, but is NOT extending another table is referred to as what? -             Base Table What are tables that come with the ServiceNow base system referred to as? -             Core Tables Custom tables created in a scoped app are prefixed with what namespace identifier, indicating it is part of the app? -             x_ Custom tables created in the global scope are prefixed with what namespace identifier? -             u_ What provides a graphical representation of other tables related to a specific table? -             Schema Map What roles are required to access the Schema Map? -             personalize_dictionary or admin What allows you to view a summary of all tables presented and their relationships? -             Schema Map What are the three security modules typically used by System Administrators? -             Security, Access Control (ACL), High Security Settings What is access control? -             A security rule defined to restrict the permissions of a user from viewing and interacting with data at the row or the column level. What is the Access control list (ACL)? -             A list that contains all of an instances access control rules. What role is needed to create or update access control rules? -             security_admin What does access control rules consist of? -             The object being secured (table/field), the permissions required to access the object (roles/conditionals/scripts), and the operation the system can take (CRUD). What are the four access controls that are created by default when creating a custom table? -             Create, Delete, Read, Write How do you create a new Access Control? -             Elevate your role then navigate to the Access Control (ACL) module Record Access Control List (ACL) rules are process in what order? -             Matching the object against the TABLE ACL rules, most specific to most general, then matching the object against the FIELD ACL rules, most specific to most general.             Provides helpful information to users for resolving or delivering tasks by allowing users to easily look up known issues and find solutions to their problems. What is a knowledge article? -             A record in a knowledge base that provides information to knowledge consumers. What are the four ways to populate a knowledge base? -             Creating a new Knowledge Article, creating an article from cases or incidents, importing articles form Microsoft Word files, and integrating to an existing WebDAV complaint knowledge source outside of ServiceNow. How do you create a new Knowledge Article? -             Navigate to Knowledge application, chose a knowledge base, select the category, give it a title, add knowledge blocks to the article body, and once you're done search for duplicates. What is Knowledge-Centered Service? -             A method for the creation and continuous improvement of knowledge based on the experience of agents and the patterns observed by knowledge reuse. How do you create a knowledge article by importing from a Word document? -             Navigate to Import Articles, select the Knowledge Base you wish to add the article to and category if applicable, then select the file/files. What does the Service Catalog do? -             The Service Catalog organizes self-service requests for products and services offered across the enterprise to customers, employees, and suppliers. What is each Service Catalog composed of? -             Catalog Items organized into categories. In regards to Service Catalogs, what can an admin do? -             Admins can manage all aspects of the Service Catalog, including catalogs, categories, items and advanced functions such as scripting and business functions. In regards to Service Catalogs, what can a Catalog Admin do? -             Catalog admins can manage all aspects of the Service catalog except scripting functions. In regards to Service Catalogs, what can a Catalog Manager do? -             Catalog Managers assigned to a service catalog can edit and update it, and assign editors and other managers. In regards to Service Catalogs, what can a Catalog Editor do? -             Catalog Editors can edit and update catalog items and categories as well as assign other editors, but they cannot reassign a manager. How are products and services organized in the service catalog? -             Products and services are organized into categories and subcategories. How do end users access the Service Catalog? -             Service Portal What is used to create or edit the Service Catalog? -             Catalog Builder What does a record producer do for users? -             Allows users to create task-based records with minimal input. What are the three item types in the Service Catalog? -             Record Producers, Order Guides, Content Items (Goods & Services) What roles are needed to utilize Flow Designer? -             flow_designer, flow_operator, action_designer What is Flow Designer? -             A non-technical interface for building and enabling process automation capabilities, known as flows. What does a flow do? -             A flow automates business logic for a particular application or process. When does a record-based trigger run? -             After a record has been created, updated, or deleted. When does a schedule-based trigger run? -             At a specified date and time. When does an application-based trigger run? -             When the associated application spoke is activated. What does the Process Automation Designer do? -             Allows you to organize content built in Flow Designer and unify cross-enterprise processes. Processes documented in the Process Automation Designer are called what? -             Playbooks What is a client-side script? -             Scripts that run in a web browser. What is a server-side script? -             Scripts that run on the server (where the database resides) What are client-side scripts used for in ServiceNow? -             Making "real time" changes to the appearance of the user interface, especially forms. What is a UI policy? -             A UI policy is a rule that is applied to a form or a list to dynamically change information on the form itself. What does a UI Policy Action do? -             Determines what happens on the form such as setting a field to mandatory, hidden, or read- only. What do UI Actions do? -             UI actions add buttons, links and context menu items on forms and lists. What happens when the UI actions Active box is checked? -             It is visible to the user and can be interacted with. What is the first step when creating a UI Policy? -             To identify the condition(s) under which the UI policy should be applied. What are the choices for determining When a business rule executes? -             Before a record is saved, after a record is saved, Async (client and server work independently), and Display (before the record is displayed) What does an Update Set do? -             Tracks changes to applications and platform features, then groups them together so they can be moved from one instance of ServiceNow to another. When merging multiple update sets, if several update sets have modified the same object, which change will be moved to the merged update set? -             The most recent change will be the one moved. What is App Engine Studio (AES)? -             A guided, low-code tool for developing rich web applications. What does the Automated Test Framework (ATF) do? -             Enables you to create and run automated tests to confirm that your instance works after making a change. What is a Delegated Developer? -             Non-administrator users and groups that are assigned one or more permissions to develop applications. What types of information are available to Virtual Agent? -             Knowledge Bases, Service Catalogs, System Records. What identifies required fields on a form? -             An Asterisks * What are 6 actions that can be done from the form layout? -             1. Show/Hide fields 2. Add a related list 3. Add and toggle annotations 4. Create form sections 5. Display tabbed forms 6. Add a chart to a form What are swimlanes? -             They are configurable horizontal lanes on a Visual Task Board What is a Responsive Dashboard? -             A drag and drop canvas that enables you to share widgets such as reports and performance analytics visualizations. What is a Non-Responsive Dashboard? -             Dashboards that use layouts with predefined drop zones. What are Performance Analytics? -             A way to set, track and analyze progress against goals. What are the four aspects of Performance Analytics? -             1. Indicators 2. Indicator Sources 3. Breakdowns 4. Targets and Thresholds What is a Performance Analytics Indicator? -             A performance measurement taken at regular intervals. What are Performance Analytics Indicator Sources? -             Data sets consisting of filtered records from one table or database view. What does Performance Analytics Indicator Sources consist of? -             A Table, Conditions for filtering records and a Frequency What do Performance Analytics Breakdowns do? -             Allows you to group or filter indicator scores by a qualitative attribue. What do Performance Analytics targets and thresholds do? -             Allow you to define important points in your data and provide notifications when a score reaches a specific point. Where are Emails stored? -             The Email table [sys_email] What is the process for inbound emails? -             Inbox > Cleared > Received If it matches inbound email actions it changes to Processed Otherwise it changes to Ready What system property does inbound emails use? -             glide.email.read.active What is the process for outbound emails? -             Outbox > Sent or Skipped (as in no valid recipients) What system property does the outbound emails use? -             glide.email.smtp.active You can create email account for servers and services that use what protocols? -             SMTP, POP3, IMAP Individual email accounts are stored in what table? -             sys_email_account What system property is used to active email account group processing? -             glide.email.inbound.account_group_processing What do email filters do? -             Specify which inbound emails to ignore or move to a particular mailbox When can notifications be set to send? -             when either a record is inserted or updated, or when an event is fired What are Notification Variables used for? -             To display dynamic information in the body of a notification What are Email templates? -             Reusable content for the subject line and message body of email notifications What are the 4 types of system notifications? -             1. Email and SMS 2. Push Notifications 3. Subscription-based 4. Notifications in messaging applications User access to a knowledge base or an article can be restricted based on what? -             Domain Separation, ACL rules, Knowledge Workflows, User Critera What is used to assess the quality of knowledge articles? -             The Article Quality Index (AQI) In regards to the Service Catalog, what are execution plans? -             How something gets delivered In regards to the Service Catalog, what are execution plan tasks? -             Plan tasks represented in the execution plan In regards to the Service Catalog, what are fulfillment groups? -             Groups that work execution tasks In regards to the Service Catalog, what are tickets? -             Work done by fulfillment groups as part of an execution plan What are Service Catalog Variables? -             Information about choices a customer makes when ordering a catalog item that helps define the structure of a catalog item form. In Flow Designer, what are the 5 different trigger types? -             Record Triggers REST triggers Date triggers Application triggers Inbound Email triggers What are the 5 Flow Designer stage states? -             Pending In Progress Skipped Complete Error What is a sub-flow and what does it consist of? -             A flow that lacks a trigger and consists of properties, one or more inputs/outputs, a sequence of actions and the data collected or created. What does a flow consist of? -             A trigger and one or more action What is a Foreign Record Insert? -             A change to a table that is not the target table for an import. What are the 5 external data sources can the ServiceNow platform import data from? -