| Term | Definition |
|---|---|
What is assigned to a user to grant permission to access features within the platform? | Role |
Which statement describes the function of the Application Navigator? | Providing access to all applications and modules a user is permitted to use |
Which component is a part of the core architecture of a ServiceNow instance? | Load Balancer |
What allows a user to navigate back to a page record they were recently on? | History |
Which feature does a System Administrator use to test functionality as another user? | User Menu |
What lists the menu items and modules available in the instance? | All menu |
Which features can be used to activate or implement applications or application features in the ServiceNow Platform? | ServiceNow Store
Plugins |
What allows an administrator to view the list of plugins that are currently installed on the instance? | System Definition |
What does an Administrator use to view, install and manage applications in the instance? | Application Manager |
What does an Administrator do if a plugin does not appear in the Application Manager? | Request the plugin activation through Now Support |
Which modules are used to change the banner image? | My Company
Basic Configuration UI16 |
What can a user create for items they access often and want to return to quickly? | Favorite |
Where do users switch their instance to display a different colored theme? | User Menu > Preferences > Theme |
What does the Administrator use to add custom modules to the Application Navigator? | Application Menu |
What is the purpose of a Workspace? | To give agents a streamlined interface for managing and completing their work |
Which interface displays one record from a table? | Form |
Which interface displays visualizations to allow users to make data-driven decisions? | Dashboard |
What is a user allowed to do within the User menu of the Next Experience Unified Navigation? | Update their User Profile
Edit preferences |
Which feature allows users to narrow down the records displayed in a list by applying specific conditions? | Filter |
Which interface displays multiple records from a table in rows and columns? | List |
Which feature organizes fields on a form into collapsible groups? | Form Sections |
What displays comments, work notes, and record history on a form? | Activity stream |
Which components are included in the list interface? | Columns
Fields |
Which interfaces does an Administrator use to configure a form? | Form builder
Form design |
Which role is required to add a related list to a form? | Personalize Form [personalize_form] |
Which icon provides access to configuration options such as Form Layout and Related Lists? | Form context menu |
Which feature enables a user to complete a form with predefined values? | Templates |
Which field on a template record determines whether the template is ready for use? | Active |
What allows an inherited field to behave differently on a child table? | Dictionary override |
Which feature enforces field rules regardless of whether data is entered through a form? | Data policy |
How is a set of predefined options for a field configured on a form? | By right-clicking on the field and selecting Configure Choices
By navigating to the Dictionary Entry and modifying the Choice List Specification |
What allows different versions of a form layout to be displayed to users based on conditions such as role or table values | View |
Which fields are inherited by tables that extend from the Task table? | Work notes
State |
In which table do users create auto-generated follow-up entries for tasks or records they need to return to later? | Reminder |
Which value is stored in the child task record when a parent-child relationship is created between tasks | A task record reference stored in the Parent reference field |
Which tab allows a board owner to edit the settings for a Visual Task Board | Configuration |
Which type of Visual Task Board is used to manage a filtered set of task records? | Flexible |
Which statement is true about moving a task card from one lane to another? | A field value on the underlying task record is updated. |
What are types of Visual Task Boards | Freeform
Guided |
What provides a single place to view multiple reports and visualizations together? | Dashboard |
Which data visualization types are allowed in reports or dashboards? | Heatmap
Pie |
What tracks and measures a specific metric over time using historical snapshots and trend data? | Performance Analytics Indicator |
Which items are mandatory when creating an email notification? | When to send
What will it contain |
What determines the sequence in which notifications are evaluated and sent when multiple notifications meet the same conditions? | Weight |
Which options are states in the knowledge article lifecycle? | Draft
Retired |
In what state is a Knowledge article when it becomes visible to end users? | Published |
Which roles manage multiple Knowledge Bases? | Administrator [admin]
Knowledge administrator [knowledge_admin] |
How does a user leave feedback on a knowledge article? | Rating with Stars
Flagging the Article |
How is access to a knowledge base managed? | User Criteria |
Which interface offers a guided experience to users as they create a Record Producer and another catalog item? | Catalog Builder |
What are variable types in the Service Catalog? | Select Box
Date |
What does the REQ number represent in the Service Catalog Fulfillment Process? | The entire request submitted by the user |
Where do users navigate when they need to order a new laptop? | Service Catalog |
Which module in the Service Catalog application is used to create catalog items? | Maintain Items |
What are types of Service Catalog items? | Order guide
Record producer |
What are behaviors that occur once a flow has been triggered? | Actions |
What are record triggers in Flow Designer? | Created
Updated |
Which capability does a Manager use to automate the approval process? | Flow Designer |
Which components are built using Workflow Studio? | Playbook
Flow |
Which feature allows Administrators to pass information from one action to another when building automated logic? | Data Pill |
What are ServiceNow core actions in Flow Designer? | Create Record
Ask for Approval |
Which capability offers employees an automated conversational experience to help them find answers and complete basic tasks? | Virtual Agent |
What does the Virtual Agent messaging interface provide? | A conversational self-service experience |
How do Virtual Agent help users? | Submitting catalog requests
Resetting passwords |
What does Virtual Agent use to define conversations that users can interact with? | Topics |
Which capability helps Virtual Agent understand user intent through natural language? | NLU models |
What do users use to interact with Virtual Agent? | Slack
Microsoft Teams |
Which table does the Incident table extend from? | Task |
What is automatically inherited from the Task table? | Business rules
Fields |
Which module displays a visual representation of the table inheritance? | Schema Map |
Which table relationships are represented as many-to-many relationships in the ServiceNow data schema? | User and Role
User and Group |
In which order does ServiceNow evaluate ACL rules when determining access to a record and its fields? | ServiceNow evaluates table first, from most specific to most general, then field, from most specific to most general. |
Which role is required to create or modify Access Control rules? | Security Administrator [security_admin] |
Which ACL operation allows users to insert new records into a table? | Create |
Which components of an Access Control rule are mandatory when defining an ACL? | Name
Type |
What happens if a user fails a table-level Read ACL rule? | The system denies access to the record and prevents the user from viewing it. |
What happens when a user fails a field-level Read ACL | The system hides the field and prevents the user from viewing its value. |
In an instance configured with the Default Deny (glide.sm.default_mode = Deny), what happens when no explicit table or field ACL matches a requested record operation? | The wildcard table ACLs deny the operation unless admin access or another ACL explicitly grants it. |
Which file formats are imported using Import Sets | CSV
XML |
Which statement about coalesce in Import Sets is true? | Coalesce updates an existing record when a matching value is found in the target table. |
Which application in ServiceNow is used to load data into the platform? | Import Sets |
When running a transform, how does an Administrator force the system to create a new record for every import set row? | Ensure no coalesce field is selected |
When importing data, what does a coalesce field mean? | The field determines if the transform updates a record or inserts a new one |
Which resource does an Administrator use as a blueprint to map IT services | CSDM |
Which table stores connection data for CI? | cmdb_rel_ci |
Which features does an Administrator use to visualize CI connections? | Relationship Editor
Dependency Views map |
Which domain layer of the CSDM contains customer-facing service offerings that users can request or subscribe to? | Consume |
What are key aspects of a Service in the CSDM? | Offering
Interaction |
Which information does the Security Configuration page in Security Center display? | The instance's configuration compliance score
Guidance for addressing configuration risks |
When is the hardening compliance score calculated in Security Center? | On the first day of each month
After the installation of the instance |
What is the purpose of Customer Actions in Security Center? | Address security risks that remain unresolved after an upgrade |
Which statement describes Security Center? | Security Center can improve security posture and strengthen compliance levels. |
What does the maturity level represent for a Security Best Practice? | The order of impact and effort required to implement the best practice |
Which Security Center role grants create permission, read access to all records, and write access limited to the user's own entries? | Security Task Manager [sn_vsc_task_manager] |
Who is responsible for the data within a ServiceNow instance under the Shared Responsibility Model? | The customer |
Who is responsible for the platform infrastructure under the Shared Responsibility Model? | ServiceNow |
Which area of responsibility is shared by all partners under the Shared Responsibility Model? | Compliance: regulatory and legal |
Who shares responsibility for platform email security under the Shared Responsibility Model? | The Customer
ServiceNow |
What is the goal of the Shared Responsibility Model in ServiceNow | To clarify accountability and uphold security and privacy |
Who is responsible for backup and restoration under the Shared Responsibility Model in ServiceNow | ServiceNow |