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 role
 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_contribute
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 hardware. 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 cross 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) Divisor
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
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
d) click frowning icon
e) Add comments
f) rate with stars
108. when a custom table is created, which access control rules are automatically
created? Choose 4 answers?
a) Update
b) Execute
c) Create
d) Read
e) Delete
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) Server
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) Teams
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) Layout
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) transcripts
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
c) view related tasks
d) view recent outages
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) Clock
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) Alerts
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
 b) context menu > form > layout
c) context menu > configure > form design
d) context menu > configure > 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) how much service data model (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) Column
 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) option
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.